Hello, This customer filled a complaint stating she never received keys she was promised After validating that the address matched everything in the system I was able to pull up different tracking numbers for separate orders of our reps sending out keys Both the second and third set were sent out at no charge to the customer as a courtesy All of the tracking numbers showed the order was delivered I contacted the customer to see if she did get indeed receive the orders and claimed to have gotten one of them a few weeks ago No action is needed and this issue has been resolved Thank you, Jana ***
Hello, This customer was waiting to receive a part from us that we currently do not have stock of While working diligently to obtain the part, we have not been successful yet The order was added in the system for the customer and when it became available it would ship Because of the delay I was willing to offer the customer a replacement safe, where she accepted The order will be added in the system, and the customer was advised they take about weeks to be delievered Please close this case, as it has been resolved Thank you, Jana ***
Hello, We were able to get in touch with Chad regarding his safe He stated that the latch was broken We set up a no charge replacment order for him to ship out a new safe He should get in within the next 14-business days He was emailed the order number as well This case is now closed on our end Regards,Jana ***
Good evening, I would like to provide the recent interaction between myself and Rebecca ***, in an effort to close this request I called Rebecca [redacted] at approximately 4:p.mcentral standard time today, to give an explanation, and answer any questions Rebecca advised me that she was unavailable to talk on the phone at the moment, but would prefer an email response be sent to herThe following email was sent to Rebecca at 5:p.m.:Dear Rebecca, My name is Daniel, and I manage the representatives who process email inquiries in the Customer Service Department for The Master Lock Company On behalf of The Master Lock Company, I would first like to apologize for any inconvenience or frustration you have experiences while attempting to receive assistance and an explanation for your situationWhen a customer sends an email with a question to our company, they expect a timely response, and an attempt to resolve the situationThis was clearly not done for your situation, and I completely understand if you felt your situation was brushed off or ignoredFor that, I do apologize once again In an effort to correct the situation, the individual that did not reply to your several email attempts until you contacted the Revdex.com, was the same individual who contacted you by phone to send the replacement locks at no charge and offer an explanation for any other concerns you had Your main concern at this point is why it took a complaint to the Revdex.com before you received a response to your emailsThere is no valid reason why your emails were not responded to, and you should not have had to resort to contacting the Revdex.com to get a responseThis is not a representation of The Master Lock Company as a whole, and is an isolated incident with this particular individualI will reassure you that the individual who did not respond to your emails, will be addressed accordingly and made aware that this is not acceptable behavior I do hope that this response provides you with the explanation you were looking for, and closure to your situationIf you do have additional questions, comments, or concerns, you may either respond directly to this email, or call our customer service department at ###-###-#### and request to speak with myself.Thank you for your patience with this situation, and have a good rest of your day.Sincerely,Daniel [redacted] ***The Master Lock Company [redacted] ***P: ###-###-#### | F: ###-###-#### | [redacted] www.masterlock.com | Facebook | Twitter | YouTube | Pinterest Unless contacted by Rebecca [redacted] by phone or email, I will consider the issue resolved and close the incident Rebecca has the option to call or email if she does have additional questions or feels the situation still needs attention.If there is anything else that I can do for you, please let me knowThank you,Daniel [redacted] ***The Master Lock Company [redacted] ***P: ###-###-#### | F: ###-###-#### | [redacted] www.masterlock.com | Facebook | Twitter | YouTube | Pinterest
Hello, After looking at my records this customer has had contact with one of our representatives as recently as Friday We have sent out the parts that will get the safe up and working as well as an explanation regarding our warranty processWe do not have on site technicians to help set up the parts, so it was recommended that the customer reach out to a locksmith At this point the safe was manufactured years ago as is out of warranty We have sent the parts that would be needed to repair the safe but that is the best we can do Our warranty's are a year from manufacturing or date of purchase At this point there is not further action to be madeThank you,Jana ***
Hello, This customer filled a complaint stating she never received keys she was promised After validating that the address matched everything in the system I was able to pull up different tracking numbers for separate orders of our reps sending out keys Both the second and third set were sent out at no charge to the customer as a courtesy All of the tracking numbers showed the order was delivered I contacted the customer to see if she did get indeed receive the orders and claimed to have gotten one of them a few weeks ago No action is needed and this issue has been resolved Thank you, Jana ***
Hello, This customer was waiting to receive a part from us that we currently do not have stock of While working diligently to obtain the part, we have not been successful yet The order was added in the system for the customer and when it became available it would ship Because of the delay I was willing to offer the customer a replacement safe, where she accepted The order will be added in the system, and the customer was advised they take about weeks to be delievered Please close this case, as it has been resolved Thank you, Jana ***
Hello, We were able to get in touch with Chad regarding his safe He stated that the latch was broken We set up a no charge replacment order for him to ship out a new safe He should get in within the next 14-business days He was emailed the order number as well This case is now closed on our end Regards,Jana ***
Good evening, I would like to provide the recent interaction between myself and Rebecca ***, in an effort to close this request I called Rebecca [redacted] at approximately 4:p.mcentral standard time today, to give an explanation, and answer any questions Rebecca advised me that she was unavailable to talk on the phone at the moment, but would prefer an email response be sent to herThe following email was sent to Rebecca at 5:p.m.:Dear Rebecca, My name is Daniel, and I manage the representatives who process email inquiries in the Customer Service Department for The Master Lock Company On behalf of The Master Lock Company, I would first like to apologize for any inconvenience or frustration you have experiences while attempting to receive assistance and an explanation for your situationWhen a customer sends an email with a question to our company, they expect a timely response, and an attempt to resolve the situationThis was clearly not done for your situation, and I completely understand if you felt your situation was brushed off or ignoredFor that, I do apologize once again In an effort to correct the situation, the individual that did not reply to your several email attempts until you contacted the Revdex.com, was the same individual who contacted you by phone to send the replacement locks at no charge and offer an explanation for any other concerns you had Your main concern at this point is why it took a complaint to the Revdex.com before you received a response to your emailsThere is no valid reason why your emails were not responded to, and you should not have had to resort to contacting the Revdex.com to get a responseThis is not a representation of The Master Lock Company as a whole, and is an isolated incident with this particular individualI will reassure you that the individual who did not respond to your emails, will be addressed accordingly and made aware that this is not acceptable behavior I do hope that this response provides you with the explanation you were looking for, and closure to your situationIf you do have additional questions, comments, or concerns, you may either respond directly to this email, or call our customer service department at ###-###-#### and request to speak with myself.Thank you for your patience with this situation, and have a good rest of your day.Sincerely,Daniel [redacted] ***The Master Lock Company [redacted] ***P: ###-###-#### | F: ###-###-#### | [redacted] www.masterlock.com | Facebook | Twitter | YouTube | Pinterest Unless contacted by Rebecca [redacted] by phone or email, I will consider the issue resolved and close the incident Rebecca has the option to call or email if she does have additional questions or feels the situation still needs attention.If there is anything else that I can do for you, please let me knowThank you,Daniel [redacted] ***The Master Lock Company [redacted] ***P: ###-###-#### | F: ###-###-#### | [redacted] www.masterlock.com | Facebook | Twitter | YouTube | Pinterest
Hello, After looking at my records this customer has had contact with one of our representatives as recently as Friday We have sent out the parts that will get the safe up and working as well as an explanation regarding our warranty processWe do not have on site technicians to help set up the parts, so it was recommended that the customer reach out to a locksmith At this point the safe was manufactured years ago as is out of warranty We have sent the parts that would be needed to repair the safe but that is the best we can do Our warranty's are a year from manufacturing or date of purchase At this point there is not further action to be madeThank you,Jana ***