Gazelle

Hello Shibbel,

I am sorry to hear that our evaluation of the condition of your item is different than how you described in on the website. We try to make the site as easy as possible and to help you reach the same evaluation of the condition as we would. It appears that this was not the case for you. We would love to talk to you about your concerns and we would be happy to have your item evaluated again by a supervisor. If you can contact us by either live chat, or email so that we can obtain your order information. We are available Monday - Friday from 9am -10pm EST, and Weekends from 12-m - 8pm EST.
If you would like for me to personally handle this request please feel free to ask for me personally.
I look forward to speaking with you about this disagreement.

Patricia Bertrand
Sr. Manager, Customer Care

Hello Rene,

I am glad that I was able to help you resolve the issue with your camcorders. The check for the $49.00 is being processed and will be in the mail by Friday. I am sorry that you have decided not to sell you XL1 Camcorder. If you change your mind and want to take me up on our offer to accept the camcorder with all of the accessories (including the mic) please reach out to me. I can honor the original quote for the next 15 days.

Thank you

Patricia Bertrand
Sr Manager, Customer Care
www.gazelle.com

Hello Rene,

I have done further research and I believe that I have located your transaction information. I would be happy to review this with you. I will be reaching out to you through the email address you provided us on your account.

ON the Canon XL1 camcorder I was not able to find any communication showing that you actually had the mic for the camcorder, typically when someone forgets to include part of an item in the shipment and they reach out to customer care we help them put the transaction into a pending status to allow the missing part to arrive. I would be happy to accept the camcorder back with all of the items included this time if you would like to complete the transaction.

On your other 3 camcorders:

1. I do see that we changed the price on one by $49.00 due to missing items that we were told would be included. I am going to authorize that we go ahead and send you a check for this difference, since I do see that you contacted us about this, and the customer care rep that responded to your email missed this fact when he was responding to you. I am very sorry that this happened, and I can assure you I am addressing this with the team, as we expect our service to be much better than you received on this particular transaction.

2. the second camcorder you had stated that this was in good condition on your quote online, however this camcorder was found to have cracks in the casing, unfortunately when the casing is cracked on an electronic item this automatically classifies the physical condition on the item as poor condition. We don't like to change values on quotes customer receive, but unfortunately there was no way that we could purchase this camcorder as a good condition item with these cracks.

3. The last camcorder we actually found that this one would record sound but not video when we tested it. This indicates that one of the internal sensors are no longer functioning. As a result this had to be listed as a non-functioning camcorder rather one that was fully functioning. this is why the value was mostly removed.

If you do not receive my direct email, please email me at customercare@gazelle.com, and place Complaints board in the subject line.

Thank you

Patricia Bertrand
Sr. Manager, Customer Care
www.gazelle.com

Hello Rene,

I am sorry to hear that your not satisfied with your experience with our service. I am the Customer Care manager and I would like to look into the circumstances behind your change in value. We do not actually like it when we have to revise a quote. This happens because the item we receive is actually not in the same condition or the same model that the original quote was completed on. We have customer care available 7 days a week and we are very happy to answer questions and to double check any inspection if there is a question. Also if you did have a missing piece of an item, and you contact customer care we are happy to hold the process on the trade to allow you time to send in the missing piece.

I would like to check and make sure that when you received the revised offer, our customer care team looked into this correctly for you. If you could email customercare@gazelle.com with your order information and please put Complaints board in the subject line so that I can identify your email. I will be happy to respond back to you on this issue.

I look forward to addressing this issue for you.

Thank you

Patricia Bertrand
Sr. Manager, Customer Care
www.gazelle.com