System 	 System:  	Elsa H. has joined this session!
 null 	 System:  	Connected with Elsa H.
 System 	 System:  	Welcome Justin Weaver! My name is Elsa H.
 System 	 System:  	How may I assist you today?
 Customer 	 Justin Weaver:  	Hi. It took over an hour waiting to talk to you
 Agent 	 Elsa H.:  	Hi, Justin.
 Agent 	 Elsa H.:  	I am so sorry for this long wait.
 Customer 	 Justin Weaver:  	How many people are you helping right now?
 Customer 	 Justin Weaver:  	Because I dont want this to take forever
 Agent 	 Elsa H.:  	Only one, Justin.
 Customer 	 Justin Weaver:  	Alright, well, I have a problem with an order
 Agent 	 Elsa H.:  	Thank you for providing me with that information. I will be more than happy to assist you. May I please place you on hold for a moment while I look into this?
 Customer 	 Justin Weaver:  	Why hold?
 Customer 	 Justin Weaver:  	We arent even on the phone
 Customer 	 Justin Weaver:  	Just go look into it. You didn't even ask me for any information yet
 Agent 	 Elsa H.:  	I show your order was delivered on 3/27/2014.
 Customer 	 Justin Weaver:  	I'm in the armed forces, and I had to go overseas for a 2 year deployment
 Customer 	 Justin Weaver:  	and i ordered a gaming PC for my girlfriend, who is a huge gamer, and was going to miss me
 Customer 	 Justin Weaver:  	I didn't even explain what order it was yet...
 Customer 	 Justin Weaver:  	Essentially, I had to be out of her life for about 24 months, due to my deployment, and I wanted to get her a birthday present to surprise her.
 Customer 	 Justin Weaver:  	So, I ordered her the parts to build her gaming PC.
 Customer 	 Justin Weaver:  	Well, when I came back earlier this week, I asked her how she was liking her new PC. She looked at me like i was crazy, and said "You mean that empty PC case that showed up for you? Is this some kind of joke?"
 Agent 	 Elsa H.:  	Thank you for that information. I truly apologize for this situation. Have you contacted the shipping company FedEx?
 Customer 	 Justin Weaver:  	She apparently got the case from earlier
 Customer 	 Justin Weaver:  	I doubt fedex would have done anything for me
 Customer 	 Justin Weaver:  	you shipped it, not me. thus you would need to contact them
 Customer 	 Justin Weaver:  	Her birthday is coming up again, and I want to get her the PC I was supposed to earlier
 Customer 	 Justin Weaver:  	I want to build her a new one
 Customer 	 Justin Weaver:  	And honestly, in order for me to do that, i'd need the money back.
 Agent 	 Elsa H.:  	Do you mean she only received the case on this order?
 Customer 	 Justin Weaver:  	It was 2 orders
 Customer 	 Justin Weaver:  	she received the order with the case in it
 Customer 	 Justin Weaver:  	which is what i was telling you about before i was interrupted
 Agent 	 Elsa H.:  	Oh, yes. I saw it. Please continue.
 Customer 	 Justin Weaver:  	So, essentially, I came back to find out she didnt get it, and she though the PC case was something for myself that I forgot about. When you're deployed, you can't really communicate much with people outside of our group
 Customer 	 Justin Weaver:  	So, I was expecting her to have been able to use the PC while I wasn't hom.
 Customer 	 Justin Weaver:  	I didnt find out any of this till a few days ago
 Customer 	 Justin Weaver:  	and i should have called you as soon as i found out
 Customer 	 Justin Weaver:  	but i had just gotten back, and i had to visit my family
 Customer 	 Justin Weaver:  	did you guys insure the package or anything?
 Agent 	 Elsa H.:  	Thank you so much for all the information, Justin. Since your order was delivered so long ago, it has past our claim timeframe.
 Customer 	 Justin Weaver:  	What is your "Claim" timeframe?!!
 Agent 	 Elsa H.:  	May I place you on hold while I check this with my supervisor?
 Customer 	 Justin Weaver:  	Yes, I want to talk to them if they have any concern with it
 Customer 	 Justin Weaver:  	I look up to you guys as a company
 Customer 	 Justin Weaver:  	you have been my go to place to shop for years
 Customer 	 Justin Weaver:  	and if you treat people who fought to keep your freedom in a poor way when it comes to customer service, I dont know if i'd want to keep shopping with a company like that. Normally, I love your site, and the videos you guys post on youtube
 Agent 	 Elsa H.:  	Generally you should contact us back within 15 days after your order is delivered or the estimated delivery date.
 Customer 	 Justin Weaver:  	I was over seas getting shot at
 Customer 	 Justin Weaver:  	You think I knew that a package didnt show up?
 Customer 	 Justin Weaver:  	I had no contact with my girlfriend while I was there
 Agent 	 Elsa H.:  	I have checked this with my supervisor. I truly apologize, Justin; since your order was placed almost 11 months, a claim cannot be filed right now. We suggest you to contact FedEx for a claim.
 Customer 	 Justin Weaver:  	No
 Customer 	 Justin Weaver:  	Let me talk to your supervisor
 Customer 	 Justin Weaver:  	Fedex wont do anything for me because it wasn't shipped under my account
 Customer 	 Justin Weaver:  	it was shipped under your corporate account
 Agent 	 Elsa H.:  	One moment please.
 Agent 	 Elsa H.:  	Thank you for your kind patience, Justin. I have double checked with my supervisor. Claims cannot be filed because your order was placed almost a year ago.
 Customer 	 Justin Weaver:  	Let me talk to him
 Agent 	 Elsa H.:  	I have also contacted our claim team. They are unable to help you with a claim now.
 Customer 	 Justin Weaver:  	I am very upset and if i dont get this resolved, i will be disputing this through my bank, and filing a report with the better business bureau
 Agent 	 Elsa H.:  	I truly apologize for this, Justin.
 Customer 	 Justin Weaver:  	Did you tell them why I didnt call sooner?
 Customer 	 Justin Weaver:  	I was overseas getting shot at
 Customer 	 Justin Weaver:  	Defending you
 Customer 	 Justin Weaver:  	and that claim team
 Customer 	 Justin Weaver:  	and your families
 Agent 	 Elsa H.:  	Sure, I have offered the details why you failed to contact us early.
 Customer 	 Justin Weaver:  	If I'm going to be treaten like this, I will be reporting this to the media as well.
 Customer 	 Justin Weaver:  	Its terrible support if you guys arent even willing to look at my case
 Agent 	 Elsa H.:  	My supervisor is currently unavailable. How about I help you arrange a call back?
 Customer 	 Justin Weaver:  	How are they unavailable if you just spoke to them?
 Customer 	 Justin Weaver:  	Tell your supervisor that I demand to speak with him
 Customer 	 Justin Weaver:  	If YOUR supervisor isnt available, get me some other supervisor
 Agent 	 Elsa H.:  	I spoke to them just now and now they are off.
 Customer 	 Justin Weaver:  	You're a liar
 Customer 	 Justin Weaver:  	Let me talk to them
 Agent 	 Elsa H.:  	No, Justin. I am not lying. It is the break time now.
 Customer 	 Justin Weaver:  	When will they be off break?
 Agent 	 Elsa H.:  	I can help you with a call back. Our phone agent will call back to you when you are available.
 Agent 	 Elsa H.:  	The break time is one hour.
 Customer 	 Justin Weaver:  	Then stay on the chat with me for 1 hour
 Customer 	 Justin Weaver:  	Or get one of them here
 Customer 	 Justin Weaver:  	whichever you'd prefer
 Customer 	 Justin Weaver:  	You sound like you're just trying to avoid my claim
 Customer 	 Justin Weaver:  	And I feel like you're taking advantage of me
 Customer 	 Justin Weaver:  	I can't believe you treat your veterans like this
 Agent 	 Elsa H.:  	One moment please while I check this.
 Agent 	 Elsa H.:  	Thank you for your patience. Justin. I truly apologize; all of our supervisors are not available now.
 Customer 	 Justin Weaver:  	Your supervisors aren't doing their job
 Agent 	 Elsa H.:  	We will certainly call you tomorrow and have your issue taken care of.
 Customer 	 Justin Weaver:  	And as much as I dont want to say this, and i would hate to believe this, but i think your service department is trash.
 Customer 	 Justin Weaver:  	You get contacted by someone
 Agent 	 Elsa H.:  	They are actually not here right now.
 Customer 	 Justin Weaver:  	then you tell me to contact someone else
 Customer 	 Justin Weaver:  	then when i inform you that its not possible, you pretty much tell me to piss off
 Customer 	 Justin Weaver:  	then your supervisors ignore requests
 Customer 	 Justin Weaver:  	this is terrible
 Agent 	 Elsa H.:  	I was just trying to contact our other supervisor; but they are just all not available right now.
 Customer 	 Justin Weaver:  	I will never shop from your company again. I will never watch your videos again. I will be telling every person i know how terrible this experience has been. And i will tell them what your policy is towards veterans
 Agent 	 Elsa H.:  	Please rest assured we will definitely try our best to help you with this issue.
 Customer 	 Justin Weaver:  	then why did you tell me that you wont help me with it?
 Customer 	 Justin Weaver:  	You told me specifically that you wont be helping me
 Customer 	 Justin Weaver:  	And that was because of the fact that i got deployed and wasn't able to place any phone calls or have any internet access
 Agent 	 Elsa H.:  	I mean at this time there is no supervisor available.
 Agent 	 Elsa H.:  	Since your case is unique, I cannot make decision by myself. Only my supervisor can.
 Agent 	 Elsa H.:  	I will forward your issue to our management team. And we will give you a call back tomorrow with more assistance.
 Customer 	 Justin Weaver:  	Well, I will call you guys tomorrow. but im really not happy right now
 Agent 	 Elsa H.:  	I truly apologize for the inconvenience this may have caused you, Justin.
 Customer 	 Justin Weaver:  	you asked for a callback number, but i actually can only call from a pay phone, because i havent signed up with service
 Customer 	 Justin Weaver:  	i just got back here a few days ago
 Agent 	 Elsa H.:  	Thank you for your kind understanding on this. You can call us at 800-390-1119 during our normal business hours of Monday-Friday 5:30am – 5:30pm PST and Saturday 8:30am-5:00pm.
 null 	 System:  	The session has ended!