Aubrey: Hi Robert, my name is Aubrey. How can I help you?
Me: Hello Aubrey
Aubrey: Hi, Robert.
Aubrey: I'm glad you contacted me for assistance. How may I help you today?
Me: I placed on order for a Blaze and it was going to take 4-6 weeks to get...
Aubrey: I'm sorry to hear that you still not received your order yet.
Me: So I contacted support and they were going to cancel the first order and place a new order for one instock
Aubrey: Oh, I see.
Me: 7VE3YMDZG
Aubrey: By the way, thanks for giving me the confirmation number of your order.
Me: They did cancel the first order
Aubrey: Okay. Let me check on this for you.
Aubrey: Please stay connected.
Aubrey: Thanks for waiting.
Aubrey: As what I'm seeing here, you've purchased a Fitbit Blaze (Black) - Large here on our webstore last May 22nd.
Aubrey: Right now, the order has been cancelled a while ago since the item is still on back order.
Aubrey: According to our supplies team, the reason behind it is that the stocks for the black color and large size of the tracker is not yet arrived here on us thus it is still tagged as in back order.
Me: from my conversation they were going to change the order to a blue
Aubrey: I just checked also here on your previous chat with us yesterday.
Aubrey: Since we've cancelled the black color for your Blaze tracker order, we've also suggested the blue color as an alternative.
Aubrey: For this, I suggest you to contact us via phone so our phone agents will place your order to securely put all your confidential information like the billing credit card number.
Aubrey: Do not worry, Robert. I have put some notes here on your records so that our phone agents will be immediately assist you in placing again the order for the Blaze blue color.
Me: getting to be more trouble than it is worth 😞
Me: need to get back to work, I will try again latter
Aubrey: I know how it feels, Robert.
Me: thank you for your time. good bye
Aubrey: If you want I can give you other options.
Aubrey: Just a moment.
Me: k
Aubrey: I have other option here.
Aubrey: Since you are busy at work right now, I recommend you to place again your order here on our webstore for easier transactions.
Aubrey: If you want, I can give you the link here for you to process the order for the Blaze tracker in blue color. Would that be okay with you?
Me: will it result in additional charges?
Aubrey: No, Robert.
Aubrey: Shall I send you now the link for you to place the order?
Me: please do
Aubrey: Here's the link that you need to save on your end for you to place an order for the Fitbit Blaze in large size and blue color: https://www.fitbit.com/shop/blaze?color=blue .
Aubrey: Just click on the large size there and choose the 'Add to Cart' in submitting your order.
Aubrey: After you've placed an order later, Fitbit will automatically send you an email for the confirmation number.
Me: that is saying it will be 199 I payed 117.97 total
Aubrey: To confirm, did you use a promo coupon in purchasing the previous order a while ago?
Me: I placed the original order through walkingspree
Me: Total: $117.97 (USD) Payment Information Date/Time: 22-May-2017 12:54:55 CDT Transaction ID: 40116358094 Payment Method: Visa xxxx5151 Transaction Type: Purchase Auth Code: 218688
Aubrey: If that is the case, you can still use the coupon that you have used from your previous order to purchase the new one since we have cancelled it last time.
Aubrey: Would there be anything else that I can assist you with?
Me: Aubrey, Life is way too short to invest so much time on a watch. I need to redeem this day, so I thank you for your time. If possible please see that you refund my money
Aubrey: I understand on where you are coming from, Robert.
Aubrey: As your order has been cancelled previously, you have not been charged for the order and the promo code that you have can be used to purchase again a new item here on our webstore.
Me: I did not enter a promo code, I ordered from my log in on the walkingspree web site that combined their discount with a corporate subsidy
Me: that discount is no longer available on the web page
Aubrey: Thanks for letting me know.
Aubrey: Since the discount has been applied on your first order, it will no longer be available for the next purchase.
Aubrey: For this, what I suggest, you can also contact the Walkingspree to avail another discount coupon code.
Aubrey: In that way, you can process another order here on our webstore.
Me: please read above "will this result in additional charges".... "no"
Me: please transfer this conversation to a supervisor with the authority to honor your commitment.
Aubrey: I'm now forwarding your concern here to our team for further discussion.
Aubrey: Just to set proper expectation, it is possible that the resolution that I provided will also be given to you be my supervisor.
Aubrey: Will you still want to talk to our supervisor?
Me: If you are saying that from the previous conversation that I had yesterday when I was promised that the order change would be seamless is no longer on the table and that now the offer is that I pay $199 instead of the confirmed $117. Then I would be interested to know that more than one person agreed that was a good idea on your side.
Me: Please be sure your supervisor also reads the conversation from yesterday
Aubrey: I apologize for the information that was provided last time.
Aubrey: I have found an available supervisor now and I will be transferring you in a while. Please stay connected.
Ogbonna: Hello Robert, my name is Ogbonna. How can I help you?
Ogbonna: I am one of the supervisors here in Fitbit.
Me: Hello Ogbonna
Me: I placed an order for a large black Blaze trough a promotion my work offered with walkingspree. I discovered that the order was going to take 4 to 6 weeks to arrive so I contacted your support team...
Me: I was told that I could change my order from black to blue and would receive a confirmation. However now I am being told that I must pay $199 instead of the $117 which is not what your representative promised.
Ogbonna: I see.
Ogbonna: I apologize for the inconvenience this might have caused you.
Ogbonna: The discount came from were you work right?
Me: all was done through walkingspree
Me: my work paid part and walkingspree had a discount, but the transaction went through walkingspree.
Ogbonna: I see.
Ogbonna: Let me check on that Robert.
Ogbonna: May I ask if you have tried contacting your company?
Me: no I have not, my company did not cancel my order and promise a resolution.
Ogbonna: I see.
Ogbonna: For this one Robert, I guess there was just a miss communication.
Ogbonna: Your order has been cancelled already right?
Me: correct
Ogbonna: Alright.
Ogbonna: Since the order has been cancelled and I have learned that you have tried to process the order again but it does not show the discounted price.
Me: correct, but you appear to be trying to shift responsibility again away from what your operators have promised me twice now.
Ogbonna: The best thing that we can do here is for you to contact your company and they'll be able to re-issue you the promo code.
Ogbonna: For the one that the previous representative advised you, I really apologize for that one. It was a miscommunication.
Me: Are you willing to send the black blaze that I payed for and your operator canceled?
Me: I want to give you every opportunity to fulfill your obligations
Ogbonna: I have checked our inventory for the black Blaze and still we are on back order for about 4 - 6 weeks.
Me: fine
Me: send me a confirmation that in 4 to 6 weeks you will be sending the tracker
Me: reldridge@ybcco.com
Ogbonna: As I can confirm here Robert, the order has been cancelled already so I cannot reprocess the order anymore.
Me: I did not cancel the order???? how is this possible???
Ogbonna: The only way you can get the discounted price is for you to call or contact your company that provided the discount code.
Me: I will be forwarding the content of the conversation
Ogbonna: You are free to do so Robert. There is a save chat button after this conversation so that you can have a copy of our conversation.
Me: It would cost you literally nothing to fulfill your obligation, instead you are choosing to taken off the list of possible trackers for myself, my wife, my 7 children and anyone who says "hey that's a nice "Garmin" how do you like it?"
Ogbonna: I understand that Robert. However, there is no way for me to process the order with the discount from your company since our system won't allow it to be override.
Me: I would like you to have the last word before we part, Thank you for your time.
Ogbonna: Once again Robert, I really apologize for the inconvenience.
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