Please login or register.

Login with username, password and session length
Advanced search  

News:

The X10Hub (PiX10Hub) is here! Created by the Community, for the Community.:)% #:)

Author Topic: Cannot contact customer service; missing items  (Read 14170 times)

Obscure

  • Newbie
  • Helpful Post Rating: 0
  • Posts: 2
Cannot contact customer service; missing items
« on: June 28, 2006, 04:45:34 PM »

I ordered the mid-night bandit deal containing RCA ActiveHoe Kit+RCA Home Control Kit+ActiveHome Professional Software. Received JUST a USED HC60CRX (no box, not documentation). Nothing else.  Reported the problem by phone (took 45 minutes) last week but no result. I have since then tried contacting x10 by phone (on hold even right now for the last 51minutes; this is my 5th attempt) and by email (sent 3 emails). No response whatsoever (beyond the automated email reply).

Not sure how to handle this. Is this usual x10 customer service (I have not had to deal with them before)?
« Last Edit: June 28, 2006, 06:24:11 PM by Obscure »
Logged

Michael M.

  • Typologist
  • Sr. Member
  • ****
  • Helpful Post Rating: 9
  • Posts: 106
    • X10 Community
Re: Cannot contact customer service; missing items
« Reply #1 on: June 28, 2006, 07:07:32 PM »

Hello Obscure,

You can email our Customer Service directly at service@x10.com ...

If you have issues regarding Technical Support, they can be reached at techsupport@x10.com

Regards,
Mike Mallari

Logged
Read my blog at www.x10community.com/michaelm

Visit the Community Site at www.x10community.com

KevetS

  • Jr. Member
  • **
  • Helpful Post Rating: 0
  • Posts: 10
Re: Cannot contact customer service; missing items
« Reply #2 on: June 28, 2006, 08:31:39 PM »

Yeah, this is the usual service.  I got exactly the same thing you got.   But I have you beat in the email department.  I have multiple emails sent to service@x10, support@x10 and the support web form.

Don't count on getting far with your problems.
Logged

Obscure

  • Newbie
  • Helpful Post Rating: 0
  • Posts: 2
Re: Cannot contact customer service; missing items
« Reply #3 on: June 28, 2006, 09:54:36 PM »

Dear Mike Mallari,

I have filled out the web based email forms on the x10 site and have sent direct emails (to order support and to service).
Is there a way to get a response or am I left with no choice but to turn to my credit card company?

Thanks.


Hello Obscure,

You can email our Customer Service directly at service@x10.com ...

If you have issues regarding Technical Support, they can be reached at techsupport@x10.com

Regards,
Mike Mallari


Logged

Michael M.

  • Typologist
  • Sr. Member
  • ****
  • Helpful Post Rating: 9
  • Posts: 106
    • X10 Community
Re: Cannot contact customer service; missing items
« Reply #4 on: June 29, 2006, 12:34:21 PM »

Hello Obscure,

Please check your PM box.  I just sent some information.

Regards,
Mike Mallari
Logged
Read my blog at www.x10community.com/michaelm

Visit the Community Site at www.x10community.com

lovethev

  • Newbie
  • Helpful Post Rating: 0
  • Posts: 6
Re: Cannot contact customer service; missing items
« Reply #5 on: June 30, 2006, 08:17:11 AM »

Thats the way this company works, Read the posts on unacceptable customer service, and mike ,you told me that you would send my complaint to the departments for a response, 5 days now still nothing.

Dan
Logged

KevetS

  • Jr. Member
  • **
  • Helpful Post Rating: 0
  • Posts: 10
Re: Cannot contact customer service; missing items
« Reply #6 on: July 01, 2006, 12:26:19 PM »

Same here.   Promised followups never materialized.   Guess its time to talk to Visa.
Logged

Animal

  • Newbie
  • Helpful Post Rating: 0
  • Posts: 3
Re: Cannot contact customer service; missing items
« Reply #7 on: August 12, 2006, 09:46:09 PM »

:( I have had the same luck starting with the order on June 20.   Multiple phone calls, and multiple emails, having ordered the same as Obscure.  You can tell by the date, still no feedback.  I did get the interface, but no controller.
Logged

KevetS

  • Jr. Member
  • **
  • Helpful Post Rating: 0
  • Posts: 10
Re: Cannot contact customer service; missing items
« Reply #8 on: August 17, 2006, 07:40:43 AM »

Same here.  I'm still waiting for the rest of my June 22 order.

I've emailed, called, used every contact form I could find and still nothing.

Three people have emailed back since June but after I reply with answers I get no further reponse.
Logged

Animal

  • Newbie
  • Helpful Post Rating: 0
  • Posts: 3
Re: Cannot contact customer service; missing items
« Reply #9 on: August 27, 2006, 06:42:20 PM »

:( I have had the same luck starting with the order on June 20.   Multiple phone calls, and multiple emails, having ordered the same as Obscure.  You can tell by the date, still no feedback.  I did get the interface, but no controller.
:o
Just received an order email from X-10 indicating they have ordered the missing items.  Hopefully, this means they have reordered the items to be sent to me!

Credit where Credit is Due".  Today I received the balance of the order!  Although the emails and phone calls left me wondering if I would ever see the equipment, everything has arrived and is working fine!
« Last Edit: August 31, 2006, 09:11:59 PM by Animal »
Logged

KevetS

  • Jr. Member
  • **
  • Helpful Post Rating: 0
  • Posts: 10
Re: Cannot contact customer service; missing items
« Reply #10 on: September 02, 2006, 10:21:41 AM »

I'm still waiting.
Logged

Dan Lawrence

  • Hero Member
  • *****
  • Helpful Post Rating: 68
  • Posts: 3991
Re: Cannot contact customer service; missing items
« Reply #11 on: September 02, 2006, 01:49:10 PM »

As you posted on July 1 "Guess its time to talk to Visa.".   :(
Logged
I don't SELL this stuff... BUT I sure do ENJOY using it!!!

phorce1

  • Full Member
  • ***
  • Helpful Post Rating: 3
  • Posts: 60
Re: Cannot contact customer service; missing items
« Reply #12 on: September 03, 2006, 03:22:25 AM »

As you posted on July 1 "Guess its time to talk to Visa.".   :(

And quickly. Depending on the issuing bank there is a 90 or 120 day limit on requesting a chargeback. The same limit applies to voluntary credits. If one of our customers pays by credit card then never uses the service and calls us to request a refund on day 121 we simply cannot issue a refund to the card. Its why our "user policy" states NO REFUNDS OF PREPAID AMOUNTS all over the place. We generally DO give refunds if asked nicely -- but only in the 120 day window

(I work for an ISP)

Gerald
Logged
 

X10.com | About X10 | X10 Security Systems | Cameras| Package Deals
© Copyright 2014-2016 X10.com All rights reserved.