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Dear Massdrop Staff,
I am getting frustrated with the lack of response and corrective action from the Massdrop team regarding my request to redress the damaged Maratac AAA Titanium flashlight I received.
I believe your organization's email filtering is snagging my email address (:::omitted:::)... this theory shall be tested via the very message that I am sending from within the Massdrop website via the "Contact Support" button/link on My Transactions page (as the only other time I received a reply from the Massdrop team was when I used said method; all emails I have sent from my Hotmail address have received no reply). [REM: this message already sent via said link]
Here is a summary of my attempts to reach the Massdrop Team:
11/30/15 [same day damaged product received] I sent Hotmail; no Massdrop reply 12/4/15 I used Massdrop webiste My Transactions Contact Support link; received reply 12/4 (Griffin Carson) 12/7/15 Hotmail w/ pix requested; no reply* 12/9/15 Hotmail; no reply* 12/11/15 Massdrop site; ???Reply--we'll see??? [REM: BEGIN 1/5/16 LOG UPDATES] 12/15/15 Reply email from Griffin Carson offering options 12/15/15 My email reply to Griffin accepting offer to be sent new unit 12/16/15 Reply from Griffin 12/18/15 My email of updated Claim Form (also submitted via Massdrop site) 12/20/15 Reply from Griffin "order processed; will send track# when ships" 12/31/15 My email to Griffin; no track# nor product received--update please 12/31/15 Reply from Nelson Wu requesting same pix and form already sent to Griffin 12/31/15 Reply from Brandi (no last name given); apologies for delay & you were not given complete and accurate info. Offered options 1/4/16 Email from Brandi 1/5/16 My email to Brandi accepting offer for Massdrop to source new unit (3-4 week wait) and send me pre-paid return shipping label 1/5/16 Reply from Brandi acknowledging my request, etc. 1/6/16 My email to Brandi confirming my request [REM: END 1/5/16 LOG UPDATES] [REM: BEGIN 2/4/16 LOG UPDATES] 1/6/16 Brandi: request submitted 1/19/16 Replacement unit shipped 1/19/16 Brandi: look for replacement unit shipment notification 1/19/16 Me: received notification; will prepare damaged unit for return 1/20/16 Brandi: let me know when receive unit and if to your satisfaction 1/21/16 replacement unit delivered 1/22/16 Me: unit received; inspection complete. Assembled "Franken-flashlight" using pieces from both original and replacement unit since there were also quality issues with replacement unit. Shipping back unit with all the damaged pieces in/one one flashlight. I consider matter resolved to my satisfaction and all related tickets may be closed now. 1/22/16 Brandi: understood; all ok as long as you are happy with final flashlight you are keeping. Thank you. 1/23/16 Me: damaged unit put in mail RMA to Massdrop --Thank you to Brandi for following through. I love my Maratac Titanium AAA Flashlight. Still buying (albeit warily) from Massdrop.-- [REM: END 2/4/16 LOG UPDATES]
I wish to resolve this ticket quickly, please. Your prompt/escalated reply would be greatly appreciated.
Thank you,
* No reply from a human; the Massdrop system acknowledged that my ticket had been updated, though. Automated replies, IMHO, while useful to acknowledge communication receipt and filing, are not wholly sufficient when further action is needed as in this case.
How do you think massdrop can help you? They don't have the flashlights as product offerings. They are serving as middle men in the form of these drops. They're probably not going to help you, because they don't supply themselves with products in case there are defects.
Seriously, go email CountyComm. Massdrop isn't helping you because they can't.
OP, I would raise a dispute via PayPal or your card provider asap if massdrop have not responded.
Massdrop and CountyComm are working together to make sure our members are taken care of.