SONICblue Informative - Customer Relations
ALBANY, OREGON -- Bad customer relations (see following for details).
From: RICHARD RHONE
To: Brandon Yowell
Date: 11/15/02 1:34:25 PM
Subject: Re: Case #1709858 - Rio600, OOW repair
I understand that you have procedures and guidelines that you must follow. I also have to express my disbelief that your company once considered me a valued customer. Therefore, I am voicing my disappointment to you (or the technical staff who may receive this e-mail). I will copy as many of your corporate staff, as my search will allow one week after I send this e-mail to you if this problem is not resolved. I am not trying to cause trouble or anything; I just think that after all of the trouble that I had with the Rio digital audio player that I should receive better service.
My disappointment not only resides with the fact that I am currently on my fourth Rio 600 unit since I have purchased the RIO 600 from Montgomery Wards on December 2000. My disappointment is that if they were in business I would had taken the product back the first time that it broke and requested a new one. Than every additional time the new product failed, I would of repeated the process of asking for a new one. Your company repaired my first unit, than replaced each dysfunctional unit with a refurbished one. This is the third unit that fizzled out on me, the other one had a problem with one of the channels that blew. I feel that since I have had so many problems with this product and that I am supposed to be a valued customer (check your greetings on previous e-mails) I should have my unit fixed free of charge. Especially since the problem, that I am having is a reoccurring one over a two-year period. I am not asking for an upgraded unit or a new one. I just want my reoccurring problem fixed.
Again, I will take the necessary action that I need to take unless you satisfy your assumed responsibility of customer service. I hope that I can continue to enjoy your product and recommend it to colleagues and friends. I am in an Informational Technology (IT) position and co-workers value my opinions and recommendations. I will pass this information on to your higher echelons if needed to see if they will correct this poor example of customer relations.
Hopefully a soon to be satisfied customer,
Richard L. Rhone
Internal Audit Department
Illinois Department Of Revenue
101 West Jefferson
P.O. Box 19014
Springfield, IL 62794-9014
Phone: 217-782-3763 (8:00 a.m. - 4:30 p.m.)
2205 Ramsey Ave.
Springfield, IL 62702
Phone: 217-544-1434 (After 5:30, except weekends)
Email: firstname.lastname@example.org and email@example.com
>>> Brandon Yowell 10/31/02 12:49:19 PM >>>
I have spoken with Patrick, and according to our records your last RMA was
in September of 2001. This is well outside of the remainder of your original
12 month warranty, as well as the 90-day extension offered on RMAed
products. If you would like, we would be happy to repair your Rio600 for the
standard out-of-warranty fee of $100. If you would like to have us do this,
please respond to this email with the following information:
SHIPPING ADDRESS (IF DIFFERENT FROM BILLING):
TYPE OF CREDIT CARD:
CC EXPIRATION DATE:
RIO PART NUMBER (FRONT OF PLAYER):
RIO SERIAL NUMBER (FRONT OF PLAYER):
When replying to this email, please include text of all previous emails.
Your SONIC|Blue Technician,
Tel: 503.453.1400 x1316