Radio Shack Screams Nonsense On Phone With Rebate-Seeking Customer

He said that my check, which I had been expecting since November will not be rushed, and began screaming like a deranged person if there is “Anything else Sir?” over and over.

That’s the unprofessionalism Daniel experienced trying to find out when his rebate check from Radio Shack was supposed to arrive. Because of this, and the duplicity of Radio Shack in initially saying his rebate was denied, Daniel is submitting a complaint to the BBB, The NYC Consumer Affairs Bureau, the NYS AG office, and, of course, us.

His letter of complaint to Radio Shack, inside…

UPDATE: Perhaps a happy ending is around the corner?


Daniel V writes Radio Shack:

I have submitted a rebate form to you within the time frame specified on the form (11/13/2006). Then, about a month later I was sent a letter informing me that the submission was late. That was impossible, since the post office is in my work building and I witnessed the letter date stamped. When I called to complain about it, a CSR named Naomi immediately agreed and said that I would be receiving the check within 2 weeks. That conversation took place over a month ago. So today I called again. I was on hold for about 20 minutes and your representative named Patrick (with a very heavy Spanish accent?) answered and told me that the check will be mailed in 4 weeks from today. When I informed him that the check should’ve been received 2 weeks ago, he said he’s sorry for the miscommunication and that there is nothing he can do. I asked to speak with a supervisor, and he responded that no supervisors were available. I asked the name of the supervisor, he refused to give it to me citing company policy. I asked to be transferred to anyone senior, and again was refused. His tone of voice and manner of speech are the most disrespectful I have ever heard from any phone representative. I again began to press on speaking with a supervisor, and Patrick, almost laughing, told me that if I wanted to speak with his supervisor, I’d have to wait 30 minutes. I then, asked to speak with another representative if no senior reps were available. He again said that the wait time would be the same 30 minutes. At that point I asked for his ID and call center location. The info I was given is that the center in Minnesota, and Patrick’s ID#: 53812. He again refused to let me speak with anyone else. He said that my check, which I had been expecting since November will not be rushed, and began screaming like a deranged person if there is “Anything else Sir?” over and over. I couldn’t even reply for nearly a minute.

I don’t know what kind of help center Radio Shack is running, but to me it felt more like a hotline for demeaning Radio Shack customers, where your employees have a free-for-all, and help themselves to let go of their personal issues or problems at the expense of your customers. Also, I believe that Radio Shack is in violation of the rebate agreement. It’s been nearly 3 months since the rebate was submitted, and yet no check was sent.

Your rebate tracking website has been showing a “Pending” check #: XXXXXX for $20 and yet no check issued or sent. My rebate tracking ID: XXXX-XXXX-XXXX

As a result of this blatant disrespect of your customer, and violation by Radio Shack of its rebate agreement I will also submit this letter to the Better Business Bureau, The NYC Consumer Affairs Bureau, the NYS AG office, and, http://www.consumerist.com – a consumer protection website.

Disciplinary action must be taken against your CSR, Patrick, and I do expect an official apology from your company. This whole incident was not a miscommunication. It was clear lying and disrespect!

Respectfully,

Daniel V.

— BEN POPKEN