On November 15, 2012, BBB met with the management of Reboot Marketing to address the pattern of complaint and to find a means of eliminating it. The company responded to BBB outlining the steps they have implemented to resolve these concerns. Specifically, the company stated:
"Due to the extraordinary popularity of our new product (Power4Patriots), we experienced a rapid increase in the volume of our sales in the late spring and summer of 2012 - we're on track to process 250, 000 transactions in 2012 - and as a start-up company we experienced "growing pains" with handling customer service (impacting turn-around time but not service commitments) for so many new customers.
As a result, we have implemented the following measures in the summer and fall of 2012 to help prevent, and better respond to, customer service issues:
1. We hired multiple customer service staff members...
2. We have invested in a cloud-based customer service "help desk" solution (accessible to customer via sending an email to firstname.lastname@example.org or online at http://power4patriots.freshdesk.com) to enable us to employ multiple customer service agents to help our customer faster and better. The software allowed automated categorization, prioritization and ticket dispatching as well as collaboration among our staff.
3. We have contracted with our warehouse to add 2 telephonic customer service agents to respond to customers who prefer to speak with someone on the telephone (928-251-0866) as opposed to email. These agents have the ability to answer our most frequently asked questions and if customers need further attention their contact information is forwarded directly to our Customer Service Manager for immediate attention. We also acquired a toll-free 1-800 telephone number (800-304-4202) that provides recorded information on our most frequently asked questions.
Additionally, we have added new sections to our website to help customers find the info they need faster, including info on how and where to return products for a refund (http://www.power4patriots.com/returns.php), frequently asked questions (http://www.power4patriots.com/support_technical.php)