Poeple on the board sometimes fail to advise all that has taken place and we find this a little hard to deal with, Rod you forget to mention you had ordered two two suits from us and had cancelled on, which Christine had handled for you, this got two sales people involed. We do sell close to 1500 drysuits a year, the average shop does 40. So there was a mistake in the two orders and we do say we are sorry ,because you had dealt with Christine and Richard the original refund might have not cancelled out the next. The matter on the two charges was to be done by your credit card company, we did what we could. We do online and phone sales, at times divers order oline and on the phone causing us two run two orders side by side. This can happen, so we ask pick either one and only deal with one person. We asked you for furthur information to get this resolved thru our bank and yours, you also do not mention that you where away on business overseas and did not contact for weeks that the issue was not fixed. You called today and we called you back. To tell you its was reslovled. So please give it a day, and call you credit card company. We dealt with ours on the US side to get it done. We also sent you a bag and hose and a zipper tech hood and also told you the keep the extra one as a spare. Call the shop 1-877-89scuba toll free tomorrow. Dennis
Dennis, I take offense that you are twisting the record to make it look like this is my fault. I left out the other details because I thought it only made Dive Tank look worse. If you find my summary post hard to deal with then let me put all the details out there so we can keep this honest and in the complete light of day.
Yes, I did order a cheaper bare suit online on Oct 4th. I then thought about the more expensive suit, concluded it would be a better investment, and called Richard on Oct 8th to discuss it. He explained the suit, mentioned he could get me into the new 07 model with the better fabric, and I agreed to buy it. I bought the upgraded suit and canceled the less-expensive suit, all with him, and all on the phone. I would imagine that this up-sell is a good thing for your shop -- not a complicated transaction that throws everything into disarray. My credit card statement (Dive Tank charges show up as Vast Ventures) shows I was credited for the less-expensive suit THE VERY NEXT DAY on Oct 9th. So I know a refund, at least in a week, is possible. Here are the transactions from my online statement (this is the same info I sent Richard early last week when we talked; I've deleted part of the transaction number for this post though):
10/10/2007 10/11/2007 Sale VAST VENTURE INC(Other) 8510 $1,740.43 (the charge I want refunded)
10/09/2007 10/10/2007 Return VAST VENTURE INC(Other) 9181 $-1,157.25 (the refund of the less-expensive suit)
10/08/2007 10/09/2007 Sale VAST VENTURE INC(Other) 1467 $1,731.46 (the purchase of my fancier HD Tech suit package)
10/04/2007 10/05/2007 Sale VAST VENTURE INC(Other) 7420 $1,143.37 (the purchase of the less-expensive suit)
Continuing with the details, I then sent an email to Richard in Mid-Oct saying there was an extra charge, please refund. He looked, agreed and I traded several emails with customer service on the refund issue and the fact that I didn't get an itemized list of what I had ordered in the final/HD Tech package. I did get the itemized list after Christine returned, as you may recall, from being out with a cold in late Oct. We discussed the refund again and I was assured it was being processed.
I did leave on a trip - I went to China from Nov 3 to Nov 18. My trip was not the reason this did not get done, however. I have all the emails I exchanged with Dive Tank in October trying to clear this up. I was not negligent by any means by going on my trip and not following up with you, and I will work extra hard to drive that point home because that assertion pisses me off more than anything. I can forward the email compilation to anyone who needs it (just send me a private message) in case there is any doubt whatsoever.
I did encounter a situation where I ran out of credit availability as I traveled around buying flights and hotels for my work assignment. That's when I checked my statement, saw the refund STILL had not been posted to my account and that's when I emailed Richard yet again to try to get some traction on this. Plus, the interest I pay on the charge is annoying, but the extra hood should help make up for it. The other items are actually small items my girlfriend ordered in her HD Tech package but never received (the ds bag, wax, talc, and hose); she has called several times to iron all that out. I told Richard to put her stuff and my hood in one shipment - to try to save you guys some hassle and money actually. I haven't seen that box yet, but it's only been a week - perhaps there is a tracking number you can email me.
Regarding the confusion over two orders running side-by-side and all that nonsense, my first order was taken out of the system Oct 9th as you can see, Dennis. Just look on the statement above and in your own company records. For a shop that sells 1500 suits a year, how can my old order that was in the system for 4 days in October have possibly fouled your entire refund process up through November? I analyze businesses for a living and I simply can't comprehend some of the rationale you are using as to why this should be excused.
To throw up your hands and say you've called your bank and done all you could, and now it's up to me to wrangle with my bank or credit card to see this to completion is not acceptable. I would kindly ask you again to track it from your side to ensure it is done, and email me with the final word on it. I'm not complaining about a $10 f/x fee here; it's a substantial sum and it's been a long ordeal. As one diver to another, I'm asking for DT's full support until we cross the ultimate finish line. Thanks, Rod
