[Itree1986]

Very good approach.

What did they have to say about It?

They said because of the weight discrepancy they would not be able to provide additional support. I responded and let them know that this is not my fault and that they are the only ones that can do anything about it but it seems to just be going in circles at this point. i think i will try to call them soon.

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Where are you located? If NA, there are 2 additional contacts in their response you can reach out to above them.

located in the US

Did you try those other 2 emails?

no i havent but i am going to now must have overlooked them initially

[mothered]

In my experience I get a lot further by calling reps since you are able to put the reps on the ropes, and will apply some pressure to help move things along. 

In terms of addressing the claim there and then, a phone call Is certainly more effective than shooting off emails.

The only downside Is, communication Is Instant, hence you'd need to Immediately think of the most appropriate reply. One wrong move can have an Impact on the claim.

[Itree1986]

In my experience I get a lot further by calling reps since you are able to put the reps on the ropes, and will apply some pressure to help move things along. 

In terms of addressing the claim there and then, a phone call Is certainly more effective than shooting off emails.

The only downside Is, communication Is Instant, hence you'd need to Immediately think of the most appropriate reply. One wrong move can have an Impact on the claim.

I think i will have to call them i feel fairly comfortable with this but i think they are trying to ignore me

[mothered]

I think i will have to call them i feel fairly comfortable with this but i think they are trying to ignore  me

Be sure to remain on the line until you get the response you're after.

If need be, ask to speak with an agent on a senior level.

[Defeat]

They said because of the weight discrepancy they would not be able to provide additional support. I responded and let them know that this is not my fault and that they are the only ones that can do anything about it but it seems to just be going in circles at this point. i think i will try to call them soon.

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located in the US

Did you try those other 2 emails?

no i havent but i am going to now must have overlooked them initially

Let me know how it goes.

[Itree1986]

Did you try those other 2 emails?

no i havent but i am going to now must have overlooked them initially

Let me know how it goes.

so an update to where this is.. i am going to have to call back as they are trying again to resolve this via email and by denying the claim. they are attempting to say that the weight difference works in their favor but not in mine so this could take a while longer to make progress.

[mothered]

they are attempting to say that the weight difference works in their favor but not in mine

Do remember that they're basing the weight when It was scanned at the carrier's depot, and not when they received the return.

Be sure to keep asking for evidence of the package condition when they received It. Given It was damaged and the Item was (apparently) stolen, It will justify the difference In weight and why the product wasn't enclosed.

[Itree1986]

they are attempting to say that the weight difference works in their favor but not in mine

Do remember that they're basing the weight when It was scanned at the carrier's depot, and not when they received the return.

Be sure to keep asking for evidence of the package condition when they received It. Given It was damaged and the Item was (apparently) stolen, It will justify the difference In weight and why the product wasn't enclosed.

This may be dead as they are insisting on not helping me and that i need to resort to fedex. i was considering threatening litigation but not sure that will be productive at this point.

[mothered]

This may be dead as they are insisting on not helping me and that i need to resort to fedex.

Nonsense.

They're obviously handling your claim, hence It's their responsibility to Investigate the matter with the carrier that serviced your delivery. I don't remember every event, so have you requested the claim be escalated?

[Itree1986]

This may be dead as they are insisting on not helping me and that i need to resort to fedex.

Nonsense.

They're obviously handling your claim, hence It's their responsibility to Investigate the matter with the carrier that serviced your delivery. I don't remember every event, so have you requested the claim be escalated?

The claim already was escalated to ceo level whatever that is and then sent back to the department i am currently with but it is like kicking a dead horse with these people. They keep refusing the claim because of the 1lb weight discrepancy but never weighed the package themselves