Tottaly Unprofessional & Unfair Behaviour

michalis · Messages: 5

I have ordered 1 ECTACO iTRAVL Alpine-8w(Order:COM-208982) on Thursday, 17th of April 2008. I assumed that the 10-days max delivery time, as stated by them, would be satisfactory for my plans to use the device for my next trip abroad. On Friday, 25th of April 2008, 8 days after my order(!!!) they "remembered" that they require extra information( photo, signature, copy of both sides of my Visa card etc). I was so angry that I phoned them immediately asking for a logical explanation since they screwed my plans. I explained that I am using the same card for years purchasing things from many countries & USA without any problem. They said that this is ECTACO's policy. The question is of course why they did not inform me in time of their peculiar policy. Then I would have time to react and either accept this incomprehensible policy or to look to some other company. And just to prove their inconsistency:On 4/1/08 I purchased(order:207838),with the same card,another product with no problem

valyar · Messages: 131

Dear Michalis,

It looks like you did not receive the original email that was sent to your email address right after you placed the order online asking to provide additional information in order to secure the purchase.

You were not requested to provide this information for your first purchase, because it was the software product that you ordered, and not a handheld device.

Should you need any further information regarding your last order, please feel free to contact us at sales@ectaco.com

Best regards,
Val Reaves,
Sales Manager,
ECTACO, Inc.
mailto:sales@ectaco.com
http://www.ectaco.com

michalis · Messages: 5

Dear Val,
I am very sorry, but it seems that there is no end to the unprofessionalism of your company. Instead of apologizing you provoke the disappointed customer. And because the truth, at the end, prevails I would like to challenge you in the following way. Allow me to attach your company's reply to my order so that everybody could see whether there was any mention of additional required information before further processing. If you do not everybody can understand why!

PS: ECTACO's reply was dated 4/17/2008 & was signed by Mr. B. Krol.
Even if you erase my message from this forum, like you did with the other one in the general cat., I will find a way to pass my message.The consumers are not stupid and have many connections in the 21st Century.

valyar · Messages: 131

Dear Michalis,

I am sorry to hear that you feel this way.

I did not mean to provoke you in any way and I do apologize for the delay in requesting the additional information that took place according to your statement.

Please forward this information to sales@ectaco.com so we could further look into this and sort this out for you as soon as possible.

Best regards,
Val Reaves,
Sales Manager,
ECTACO, Inc.
mailto:sales@ectaco.com
http://www.ectaco.com

michalis · Messages: 5

Dear Val,
Please be honest to admit that the title/subject of my message is Tottaly accurate. Your apology is accepted and that settles the professionality part. But what about fairness. I was expecting, 11 days after ordering !!,
the delivery of the translator for a very valid reason, to use it in my forthcoming(morning of 15th of May) trip abroad. It is obvious that some time is required to be spent for learning the device. So to cut a long story short, you admit that it was your fault for the delay but (!!!) I will have to bear the consequences of your action. It would be more appropriate and fair to have the following proposal coming from you but it seems that this sensitivity does not exist. Take the responsibility and assume the cost to deliver the translator before the end of this week. And one final thing, please explain what is this need for all the additional information? Our money was ok for all other purchases, Is this translator some kind of advanced weapondry?

valyar · Messages: 131

Dear Michalis,

As I mentioned earlier, the additional information required to complete the payment for this order must have been requested the same day you placed the order online.

Once you claim, that there was a considerable delay in requesting this information, please forward the email that you received from us regarding this issue to sales@ectaco.com

If it turns out that this is true and you were not informed about the additional information in a timely manner, you will get a free delivery for your order.

Best regards,
Val Reaves,
Sales Manager,
ECTACO, Inc.
mailto:sales@ectaco.com
http://www.ectaco.com

michalis · Messages: 5

Dear Val,
(1) Your references "once you claim . ." & "If it turns out that this is true .." are insulting me greatly. Especialy after I provided the ref. of the relevant message(4/17/2008 by your Mr. B. Krol). I insist that you allow me to attach the said message so that everybody in this forum sees who is the liar!
(2) Your offer for a free delivery is appreciated BUT of course the key issue here is TIMELY DELIVERY. Please confirm that this is what you meant.
(3) And please this time give the reason for all the extra information that you require from me(us?). If for any reason we are considered 2nd rate consumers by you why to you bother doing business with us?
PS: I remind you again to allow me to bring Mr. Krol's letter to the Forum!

valyar · Messages: 131

Dear Michalis,

We've got the documents' copies via the SSL-secured page of our website, thank you. Unfortunately, we can process the order in case if you submit the credit card authorization form signed by hand only.

It will take 3-4 business days to deliver your order once we get the payment.

The requested information is required to prevent unauthorized credit card payment and to secure the purchase.

Best regards,
Val Reaves,
Sales Manager,
ECTACO, Inc.
mailto:sales@ectaco.com
http://www.ectaco.com