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How to get an online refund now?

post #1 of 9
12/27/10 at 11:08am
Thread Starter 

Hello all,

 

I while ago my father purchased, for me, a CD player online. To not make this thing too big yet, I won't announce the name of the company but it is a (Premier) Sponsor here.

Quite expensive, too. But when I got the unit, it is defective. Short battery life, shuts down randomly, sometimes won't turn on and murky, muddy sound. So I contacted the company's CEO (or president) demanding a refund. He agreed, I made the RMA on their site and was told by the CEO to ship it back. So I did.

The item, according to USPS, was delivered on December 18th. You can PM me for the tracking code.

Now I (well, my father) hasn't received a refund yet. Since the delivery I have E-mailed the CEO several times inquiring about the refund. I have received no response.

So here's the question. Should I wait, or should my father contact the credit card company? In the end it's my money, since after the purchase I paid my father from my bank account, so while he holds the card, I lose the money.

I myself don't have a card, and the several times I made online purchases are with his card. This is the first time that I receive a defective item.

Or do I just announce the company's name and cause a ruckus?

 

Thank you very much.

 

Problem solved.


Edited by 3602 - 12/28/10 at 4:25pm
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post #2 of 9
12/27/10 at 11:42am

Refunds can take several weeks even under normal business volumes, much less during the Xmas shopping madness.  I would wait until at least the next billing cycle before raising any "ruckus."  Even from mammoth online vendors like Amazon.com would not be able to turn a refund around this fast, not to mention that a lot depends on how fast your Dad's bank processes refunds, which usually take up to several weeks.

 

It's not good you didn't get some kind of answer from the CEO, how many business days are we talking about?  4-5 since the package has been received with the defective merchandise?

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post #3 of 9
12/27/10 at 11:47am
Thread Starter 
Quote:
Originally Posted by warp08 View Post

Refunds can take several weeks even under normal business volumes, much less during the Xmas shopping madness.  I would wait until at least the next billing cycle before raising any "ruckus."  Even from mammoth online vendors like Amazon.com would not be able to turn a refund around this fast, not to mention that a lot depends on how fast your Dad's bank processes refunds, which usually take up to several weeks.

 

It's not good you didn't get some kind of answer from the CEO, how many business days are we talking about?  4-5 since the package has been received with the defective merchandise?


 

So you're saying a couple of months, eh?

Well, today's 27th, the item was returned to their address on the 18th, you minus the weekends so yeah only several (4-5 or 6, didn't count) business days.

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post #4 of 9
12/27/10 at 2:49pm
Quote:
Originally Posted by 3602 View Post



Quote:
Originally Posted by warp08 View Post

Refunds can take several weeks even under normal business volumes, much less during the Xmas shopping madness.  I would wait until at least the next billing cycle before raising any "ruckus."  Even from mammoth online vendors like Amazon.com would not be able to turn a refund around this fast, not to mention that a lot depends on how fast your Dad's bank processes refunds, which usually take up to several weeks.

 

It's not good you didn't get some kind of answer from the CEO, how many business days are we talking about?  4-5 since the package has been received with the defective merchandise?


 

So you're saying a couple of months, eh?

Well, today's 27th, the item was returned to their address on the 18th, you minus the weekends so yeah only several (4-5 or 6, didn't count) business days.


No, probably a few weeks.  I recent refund from an Amazon seller took about a month and a half with an RMA number...and that was before Thanksgiving.

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post #5 of 9
12/27/10 at 7:33pm

warp08 is right, getting any kind of reply from vendors is a pain these days let alone getting refunds. They all are extremely busy this time of the year.

I also have been waiting on refunds for about 2-3 weeks now even after exchanging emails and finalizing the situation, but the CEO has good enough to respond to emails within reasonable time period.

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post #6 of 9
12/27/10 at 7:37pm
Thread Starter 
Quote:
Originally Posted by MR.X View Post

warp08 is right, getting any kind of reply from vendors is a pain these days let alone getting refunds. They all are extremely busy this time of the year.

I also have been waiting on refunds for about 2-3 weeks now even after exchanging emails and finalizing the situation, but the CEO has good enough to respond to emails within reasonable time period.



Well I understand the holiday seasons, but I'd just like a word from their President... I mean, he pops up here on Head-Fi, last time being today... Wait, maybe I should PM him?

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post #7 of 9
12/27/10 at 10:22pm

hmmm... delivery was on the 18th, a saturday.

 

It was sorted, opened on Monday and passed to the RMA/warehouse on Tuesday.

 

RMA department possibly looked at it wed... but since the next day is Christmas and a long weekend likely with Friday off.... nothing was done.

 

Today is Monday...

 

and you stated that since the delivery (18th), you have already sent a few emails to the president of the company... presumably almost an email every single day and bypassing all sorts of established SOP companies used to keep things manageable and you think it has been far too long for you to get a personal reply and think you should start to think about causing a ruckus?

 

I don't know... I am all for good customer service and holding companies to a standard, but I think you are just approaching this all wrong... I know we all love to get direct access to the top, but I think you should just send an email to confirm that your item has been received and let the process sorts out.   As mentioned by another user, many companies also have established dates within a week for different things... RMA needs to be processed, authorization then sent to accounting... accounting than probably will have a day to process chargeback etc every period, be in a week or 2 etc... sit tight and relax...


Edited by mikop - 12/27/10 at 10:33pm
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post #8 of 9
12/28/10 at 7:52am
Thread Starter 

^ Right, then... It's just quite some money.

I'll wait for a while til next year, but if they're liberal at taking days off then I might get the refund around mid-January...

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post #9 of 9
12/28/10 at 4:25pm
Thread Starter 

Alright, everything is resolved. The CEO contacted me saying that the refund is processed. All is well.

Next time I should probably be more patient too.

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