Complain about a product or service

The Boarddudes, Inc.

16411 Construction Circle West
Irvne, CA

Dora of Aurora CO writes (5/21/03):
This is absurd. I purchased a METALIX, s msgnetic dry-erase board, at Walmart, in Aurora, CO, that turned out ot have flaws. Being handicapped, returning it to the store would take most of my day, and $4.60 for the special transportation I need to use, with my mobility vehicle. I opted to e-mail my complaint, to see what could be worked out with the company.

I am a consumer activist, attempting to work constructively with businesses, to help them improve services to consumer, and have had positive results in getting replacements or compensation. This business is something else.

I was asked to describe the problem, which I did - rather intelligently, I think. The company agreed to replace the product, but later advised me that they wanted to see the board, for quality control purposes. Not knowing quite how to package this flimsy item, I told them I would send it in whatever packaging they used to replace it. I waited for the replacement - long enough - and when nothng arrived, I e-mailed again.

There was no response to that, so I packaged the board the best I could, in heavy brown paper, fearing that the post office may not accept it. I took it to a local supermarket, on my scooter, only to find the post office service had been discontinued. I brought it back home and weighed it on my postage scale, checked the web for the cost of postage ($3.13) and will attach the closest multiple of 37 cent stamps to cover the postage. Now I have to find a mail box that will take a package of these diminsions.

So, this is what a simple purchase of about $15.00 has cost me, and will cost me in time and money. IS THIS ANY WAY TO RUN A BUSINESS? My experience has been that businesses offer to pay for the postage, at least, to return a product. What about the efforts and inconvenientces - especially for the handicapped?

I am a former teacher, in a school in Southern California and frequented the city Irvine many times, to dine out with my gentleman friend, go to the airport, and to attend classes at UC Irvine. I lived in the area for 25 years. I am so disappointed to find that a business such as this exists there.

Meantime, I am waiting for the use of the item that I bought that would help me keep organized. I am VERY busy with consumer activities and feel I am doing good deeds. I was willing to go along with the request of this company, TO HELP THEM. I am not poor, but I am old and I am handicappped. I think these people need some advice on operating their business. I will make an effort to get the package mailed, to do the right thing by them, and wait to see what happens.

Yes, I often put my self out for such incidents, simply to be helpful - and for the knowledge I gain from doing it. I have learned so much about large organizations (and small), and have talked and worked with so many interesting people - even got a letter from the President of the United States. This is my way of serving society, in my senior years, after rearing a family of three as a single parent.

I returned to college after I was abandoned, while I was pregnant with my third child, my daughter. One son, a graduate of MIT, is now a millionaire, another son, graduate of Caltech (top of his class), and a doctorate from Stanford, is a leading physicist in our country, now in Northern California. My daughter, a graduate of the University of Redlands, is a highly successful mortgage broker, in this area. I live here to be close to her.

I have suggested that, for the trouble that I am going to, that this company make a contribution to the Aurora Senior Center, by sending some low-priced products to them. I am not able to volunteer many services, but I do what I can for the center - including an effort to promote an appreciation of opera. As for me, I just want the item that I purchased to be replaced. No matter who I am, this is ridiculous!

We contacted Boarddudes and the very next day, they supplied us with the following copy of their response to Dora's complaint:

I am sorry you've had so much trouble, not only with our product, but with follow-up service. Our former Customer Service Rep is no longer with the company and I can find no documentation of your claim. I can assure you it is highly unusual for us to ask for the return of defective product, and never at the customer's expense. I am sure that we can reach a satisfactory conclusion to this unfortunate circumstance.

Please let me know by return email the following:

• Product purchased
• Place of purchase
• Nature of defect
• Your mailing address

I will give your response the highest priority.

We appreciate all of our customers regardless of their socio-economic standing or level of activism. Our response to customer complaints is not dictated by either.

I look forward to serving you.

Regards,

Christie A,
Customer Service

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