Date: 20 May 2005 23:41:57 -0400 From: Customer-Service@sramet.pair.com To: freebsd-isp@freebsd.org Subject: Message from Factory Direct Cellular Message-ID: <20050521034157.74836.qmail@sramet.pair.com>
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NOTE: Please read this automated email message as you may need to take
***additional*** action.
IMPORTANT: When emailing us, please only email one of the following addresses. Our spam filters will sometimes reject emails where there are more than one recipient listed or when multiple identical emails are received from the same sender.
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You are receiving this automated email as a reply to your email. We
apologize if this email appear to be impersonal, but the information here
will address the majority of questions without further delay.
This email contains additional information that may be useful. If you
need additional help, you ***MUST*** take further action as outlined in
this email.
The following issues will be covered:
- Duplicate credit card charge (or charges on your online bank
account after a failed attempt to place an order)
- Normal Order Processing / Delivery
- Add item(s) to my order
- Need to return item(s) for refund/exchange
- Received order, but missing item(s)
- Received order, but item(s) incorrect
- Missing order
- Order Cancellation
- Status update on returned item for refund/exchange
- Issues other than the above
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Duplicate Credit Card Charge
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If your transaction failed to go through, you may see a charge on your
bank's online system for each failed attempt. This is normal and there
is no need to be concerned. These are not charges. They are auth-
orization attempts that will disappear from your account within 24 to 72
hours. Please contact your bank for more details. We cannot remove
these since they are not charges.
If you see more than one charge on your credit card, you may have clicked
submit more than once or click refresh while your credit card was being
processed. Please send a single email to
creditcard@factorydirectcellular.com with your order number, date of the
order, last four digit of your credit card, and the amounts charged.
We'll take made the adjustments and email you back.
------------------------------------------
Normal Order Processing / Delivery
------------------------------------------
Your order will be processed within 24-48 hours. Shipping and delivery
usually takes 2-9 business days after processing. Small orders are
shipped via US mail. If we ship your order via UPS, you will get a
separate email with the tracking number.
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Add item(s) to my order
------------------------------------------
Unfortunately, we cannot add item(s) to an order after it has been
submitted. Orders are generally in varying phase of processing, packing,
and shipping. We do not have a way to updating the order. Thanks for
your understanding.
------------------------------------------
Need to return item(s) for refund/exchange
------------------------------------------
Please refer to the following web pages for additional information on
returning items for refund/exchange
http://factorydirectcellular.com/faq/faq_warranty.htm
http://factorydirectcellular.com/faq/faq_return.htm
Your RMA number is your eight digit order number plus “-refund” or "-
exchange". For example, if you are sending an item back for exchange and
your order number is 12345678, then your RMA number is 12345678-EXCHANGE.
Please read the above web page carefully for full directions and
limitations.
------------------------------------------
Received order, but missing item(s)
------------------------------------------
We generally do not ship partial orders. When we do, your invoice will
indicate which item(s) were back ordered. In most cases, they will be
shipped within the week. If an item(s) is missing without an
explanation, please:
1) send an email to Missing-Items@factorydirectcellular.com with your
order number in the subject line
2) include a brief explanation of what item(s) are missing
3) note if the package appeared to be tampered with, torn, ripped, etc…
4) note if the package was packed in a bubble bag, box, etc…
5) include your full mailing address
We’ll do our best to correct any problems asap.
------------------------------------------
Received order, but item(s) incorrect
------------------------------------------
Many items are compatible with multiple phones. However, this is not
always noted on the packaging or on the item’s label. Please try the
item first. If you still believe that the item is incorrect, please:
1) send *one* email to Incorrect-Order@factorydirectcellular.com with your order
number and the incorrect item in the subject line
2) include a brief explanation of what you received and what you should have received.
3) include your full mailing address
------------------------------------------
Missing order
------------------------------------------
If you do NOT get your order after 10 business days, please check your
confirmation email to verify your address. Next please check with your
leasing office or neighbors. A surprisingly large number of “missing
orders” turns up at one of these two places. Note that the 10 business
days do not include weekend and holidays.
If that does not solve the problem, please:
1) send *one email to Missing-Order@factorydirectcellular.com with your order
number in the subject line
2) include a brief explanation to any address order issues you know of
that may have caused the delay. Of course, we understand that in most
cases, you won’t know what would have caused the delay. However, some
customers may have been on vacation or is forwarding their mail.
3) include your full mailing address
We’ll get back to you with additional information asap.
------------------------------------------
Order Cancellation
------------------------------------------
Unfortunately, we generally cannot cancel an order after it has been
submitted. Orders are generally in varying phase of processing, packing,
and shipping. We do not have a way to updating the order. Please refer
to the above section on “Need to return item(s) for refund/exchange” if
you need to return it.
--------------------------------------------------
Status update on returned item for refund/exchange
--------------------------------------------------
We will email you after we have processed your refund or exchange. If
you have not received an email from us after 10 business days of sending
your item(s) back to us or you already have a tracking confirmation that
we have received it, you can get a status update by:
1) forward your email inquiry to more-issues@factorydirectcellular.com
with your order number in the subject line
2) be sure to include all information that you may have about the order.
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Issues other than the above
------------------------------------------
We are sorry if the above the above common issues and answers do not
address your issue. They tend to address the majority of the questions
that we receive. Please:
1) forward your original email inquiry to
more-issues@factorydirectcellular.com
with your order number in the subject line.
2) be sure to include all information that you may have about the order.
IMPORTANT: When emailing us, please only email one of the above addresses.
Our spam filters will sometimes reject emails where there are more
than one recipients or when multiple identical emails are received from
the same sender.
You can also reach us by fax at +1-832-201-0734.
Thank you for giving us the opportunity to serve you in 2005!
Customer Service
Factory Direct Cellular.com
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