Tristar Products: Clear TV
Complaint 269272 Details

8:08 AM, Fri, 7.19.2013: CEO - Matt Rittberg, PO Box 1844, West Caldwell, NJ 07007; P(973)452-0883. PHYS add: 54 White Rock Blvd, Oak Ridge, NJ 07438. You have very poor Customer Service from all your "male" representatives who gives their name as an American name with ID# M--.

9:38 AM, Fri 7.24.2013: s/w Andy M22 requesting to cancel the order and requested a return mailing address for the 2-completed antennas[a very small package]. Andy M22 gave add: 500 Return Rd, Wallingford, CT 06495 asking to submit the Order#/Authorization# on the package. Andy M22 assured that I will receive a "FULL" credit of $45.93 in 3-4 business days from the date the item is completely returned.

9:59 AM, Fri, 7.24.2013: returned the call to verify return mailing address was correct [or not]. s/w Bill M86 who gave a PO Box 5018, Wallingford, CT 06494. I reaffirmed the physical address that Any M22 had given. Bill stated both addresses will accept return items.

10:31:24 AM, Fri 7.29.2013: I mailed the entire completed package in tack-no damage-priority mail to physical add: 500 Return Rd, Wallingford, CT 06495; received a confirmation# 9505-5109-3337-3210-3874-19, BILL# 1000203715353 Clerk# 10.

Thurs, 8.08.2013: received credit 19.95 from original charge amount $45.93 original date of purchase 7.19.2013.

4:40 PM, Mon, 8.19.2013: I called (973) 287-5166, s/w David M60 asking why the credit was short of $25.98 from the original charge?
He could not say. I asked to s/w supervisor. David M60 transferred my call at 4:45 PM and I waited until 5:22 PM; there would be no response:
every approximately 2.5 minutes in a female voice message response system, would say "A 'live' representative will be with you shortly" then place the call on hold followed by additional 2to 2.5 minutes hold in a female voice stating, "If you would like to leave a message for a call back representative, press optn-1; or if you would like to continue to hold, press optn-2". There would no be response.

5:25 PM, Mon, 8.19.2013: I returned the call to (973) 287-5166 s/w Andy M22 [again] who apologized and reminded him of our first conversation dated 7.24.2013:
Andy M22 assured that I will receive "FULL" credit of $45.93 in 3-4 business days from the date the item is completely returned.
I explained to him I mailed the entire completed package in tack-no damage-priority mail to physical add: 500 Return Rd, Wallingford, CT 06495; received a confirmation#. I asked him why was I short in receiving my full credit? Any M22 stated in response he was sorry that I did not receive my full refund but to give additional days to give the system time update the credit in 24-48 bus-hours. Andy M22 also assured he will send and escalated email to Corporate Manager [whoever that is] to ensure the credit approval.

7:12 PM, Wed, 8.21.2013: s/w Arnold M96 asked why $19.95 was credit on 8.08.2013 verses the full amount of the charge $45.93 from date of purchase 7.19.2013? He asked to review the account instead. Arnold M96 never answered my question. I asked to speak with his supervisor. Call was Transferred at 7:18 PM: s/w William [he did not give his ID#]- he apologized and assured I would receive credit. I reminded what Any M22 stated to me on 8.19.2013, that I would be expecting refund in 24-48 bus-hours from 8.19.2013. Supervisor William [he did not give his ID#]stated he was not aware of that it normally take 5-7 bus-days for refund. but that he too will escalate the matter to Corporate manager but to give at least until Fir, 8.23.2013, prior to following up on this matter. I agreed. Call ended 7:21 PM.

12:35 PM, Fri, 8.23.2013: I called the Cancellation Dept [so they call themselves] and s/w Philip M57 explained why $25.98 was short in refund received on 8.08.2013 from the original purchase charge $45.93? He requested to review the account. I asked to speak with a supervisor. Philip M57 was reluctant to transfer my call. I wonder why? Philip M57 stated I should "give it addition 3-4 days to follow up on when the exact date of the $25.98 refund will be scheduled returned". I asked why?
Philip M57 stated not to use 'obscene/profane" language; I was increasing angry asking why language he thinks I was using? I am angry but I have not used any "swear words" as he so 'claimed'. [I was told all these calls are recorded. You, CEO, Matt Rittberg, and he, Arnold M57, should know better!] He transferred the call to it went back to the call queue, where no one picks up on the calls! I waited until 1:08 PM.

1:08 PM, Fri, 8.23.2013: I returned the call very angry, s/w Shawn M04, asked why $25.98 was short in refund on 8.08.2013 from the original purchase charge $45.93. Shawn M04 response wanted to review the account. I asked to speak with his supervisor. He hung up on me instead and when I returned the call to s/w Bruce M88 he stated the call was discounted!

1:48 PM, Fri, 8.23.2013: called back s.w Bruce M88 asked mailing address to send a formal complaint by mail to the CEO, Matt Rittberg. Bruce M88 gave the correspondence address as follows: PO Box 3125, Wallingford, CT 06495 verses PO Box 1844, West Caldwell, NJ 07007. Then transferred call to supervisory line: but instead, my call was transferred back into the automatic queue in which the line was disconnect at 3:18 PM from the time of hold at 1:52 PM!!

A hard copy letter has been sent by mail to the attn of CEO: Matt Rittberg!