E-mail to orders@ultimatedvdshop.com, 16th of February 2008

Please note: Should you choose to ignore this mail or somehow misplace it, I will file a lawsuit through the Danish and International courts, systems forgiving of neither merchant fraud nor negligence. Before acting casually you should keep in mind that I have registered when and if you received and opened this e-mail, a proof I can and will take to court. You will be given 48 hours to react to this letter and contact me, from the moment you have opened it. Any delay beyond 48 hours will result in a lawsuit.

Dear Ultimate DVD Shop

I contact you about order 140219 and 145886, the last one shown in Enclosure 1 below.

Order 140219 was ordered the 13th of August 2007 and was promised 12 to 14 days of delivery.
By the 28th of August I had still received neither package nor word from you. I contacted you by Live Chat from your web page and you told me that the delivery was late, because you were out of stock. I accepted that, but by the 3rd of September I had heard nothing, and contacted you again. This time you told me that the transaction had failed, and I accepted that, despite it meaning that I would have to wait and order the item again. A copy of the chat log can be seen in Enclosure 2.

A week later I placed order 145886 for the same item, the receipt shown in Enclosure 1. I received the package the 7th of October 2007. The package seemed to have taken immense damage and the covers had been all but destroyed. The discs however seemed fine. The 9th of October I again contacted you, complaining about the damage to your supporter Karen. She asked me to check the discs within 20 days and report whatever I needed only new covers or a full new package. The 23rd of October I reported that also disc 7 was damaged and Karen promised that a full new package was being shipped soon. I was told that I would receive an e-mail with the tracking number of the package.

By the 13th of December 2007 I had not received any e-mails from you yet, and contacted you by Live Chat ones again. The log from the chat session can be found in Enclosure 3, and ended when your supporter Nicky terminated the connection, apparently because he found my claims offensive. A second attempt a few minutes later resulted in supporter Nicky being contacted again and this time he terminated the connection immediately after I greeted him.

The next day I contacted you again by Live Chat, this time talking with supporter Marie. Despite troubles with the communications, which I figure resulted from Marie either not reading what I wrote to her, reading it too quickly or simply not understanding written English, Marie finally agreed to take my complaints to a manager and notify me by e-mail. Until this day of writing, I have never been notified.

Today it is the 15th of February 2008, more than half a year since the order was first placed with you. I wanted to contact you again, but now suddenly the Live Chat had gone. But not only that, it was also impossible to find any clue to an e-mail address at your web-site. The one I use here I gained from the receipt of order 145886. One might even get the thought that you don't want to be contacted....and by searching on the websites www.complaintsboard.com and http://www.andybrain.com/qna/2007/12/12/problems-with-dvdavenuetv/ one will quickly see that I am not the only one concerned about your methods.

It is now the fourth time I contact you within a year because of negligence on your part. Further ignorance or delays from you will NOT be tolerated. While the sum of your transactions is insignificant, the total drain you have made on mine and other peoples time and money is not. As such it has become a case of principle for me to get back what is rightly your customer's property, or punish you severely for your lack of integrity and respect for the laws of trade.

TOSHIBA International was the last company who tried to avoid living up to their part in a deal with me. The result of case 4031/7-666 at trial in Denmark was full compensation for me and a roughly estimated expenditure of 236,000 USD for TOSHIBA to remedy their faulty products.

If you have any intention of making legal business you should react to this letter immediately. I understand that mistakes can happen and such misunderstandings are best settled through dialog.
Should you however choose to ignore this mail or somehow 'misplace' it, I will file a lawsuit through the Danish and International courts, systems forgiving of neither merchant fraud nor negligence. Before acting casually you should keep in mind that I have registered when, where and if you received and opened this e-mail, a proof I can and will take to court.

You will be given 48 hours to react to this letter and contact me, from the moment you have opened it. Any delay beyond 48 hours will result in a lawsuit.

Yours sincerely,

Søren O. Ekelund
Phone: (excluded not to attract spam-bots)
E-mail: (excluded not to attract spam-bots)

Enclosure 1

Dear Søren,
Thank you for choosing UltimateDVDShop. We are currently processing your order. Below is your current order information. Please keep this email as an invoice for your purchase. Please note you will be recieving another email within the next 48 hours confirming the processing of your order. Please expect to recieve your merchandise within 12-14 days of ordering.

Order Info
Order #: 145886
Products:
ITEM: 1X Sabrina The Teenage Witch On DVD USD$ 78.99
Shipping: USD$ 53.99
Price: USD$ 132.98
Shipping Info
Name: Søren Ekelund
Address: (excluded not to attract spam-bots)
City: (excluded not to attract spam-bots)
Province/State: (excluded not to attract spam-bots)
Country: (excluded not to attract spam-bots)
Zip/Postal: (excluded not to attract spam-bots)
Email: (excluded not to attract spam-bots)
Telephone: (excluded not to attract spam-bots)
If for any reason your shipping information is incorrect, please contact us immediately so that we can resolve the issue. orders@UltimateDVDShop
At UltimateDVDShop, we are comitted to providing our clients with the highest level of customer service.
Please do not hesitate to contact us with any questions or comments.
Toll-Free - 1-877-7-TV-SHOW or email us at orders@UltimateDVDShop

Enclosure 2

Please wait for a site operator to respond.
You are now chatting with 'karen'
karen: hello
karen: may I help you?
you: hallo. I placed order 140219 with you the 13th august. The 28th august you told me you were out of stock, then today you told me the transaction had faulted. Now I tried to order it again, but you have raised the price 40$. Can you do something about that?
you: Please?
karen: We apologize for the inconvenience
karen: please remember that we do update our
karen: system
karen: on a regular basis sometimes the price will go up and sometimes it
karen: will go down
karen: depends on the number of stocks
you: But I ordered it while you had stock, then you told me it was out of stock, then rejected my payment. How was I to foresee that?
you: Can't you just reinitiate order 140219, drop it in my shopping cart and let me try to pay it again?
karen: sorry but we can't process your order number 140219
karen: please try to place your order again
karen: if you really want the series
you: I have done that, but I won't buy it for 120$ when ordered it for 88$...
karen: sorry for the inconvenience
karen: if you want please try to placed your order again next weeks
karen: or please visit our website in a regular basis for the update on the price of the series
you: So because YOU were out of order, then tried to draw money after 14 days (where my bank will automatically dismiss it) and then told me you could not get to my money, only because I asked you (I could have waited for months), I now have to reorder some time in the future on the random luck that you change your prices?
karen: sorry for the inconvenience
karen: please try to place your order again
you: Can you promise me, the price will drop to 88$ or below, next week?
karen: yes it i s
you: thank you. I'll see you then.

Enclosure 3

Please wait for a site operator to respond.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
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You are now chatting with 'nicky '
nicky : Welcome to our live chat service.
you: Hallo, you are speaking with Søren Ekelund. I contact you about order 145886. The 9th of October I asked for replacement disks and was told to wait for a Track & Trace number on e-mail, indicating the package had been dispacthed. Neither T&T number nor package ever showed up, however. What has happened?
nicky : Please hold one moment.
nicky : I will verify your account now.
you: Thank you.
nicky : Thank you for waiting.
nicky : we apologize for the inconvenience
nicky : we will call our shipping company to follow up the exact location of your package
nicky : and we will get back to you for any updates
you: Thank you. But why did I never receive the T&T number?
you: I could do the tracking myself, if I only had the T&T number. But I'm happe to see you on the case.
nicky : here is your tracking code EE109346188CA
you: That's the tracking number on the first, faulty, package, I'm afraid. You were supposed to send a replacement, as of chat conversation with your employee 'Karen' the 9th of October.
nicky : we apologize for the inconvenience
nicky : the series is on back order that's why we are not able to send you the dvd right away
you: You know that 'apologize' reply get annoying at length, don't you? ;-) Fair enough, but two months of back order time for a replacement? That seems quite steep to me. Can't you do something to redeem the troubles?
you: Sorry if you found my tone rude. However, I'm not getting my girlfrind's christmas present, because of faulte wares and back orders. I know you can't fix that, but you might be able to compensate me enough to not loose all hope of trading with you again.
you: Are you there, Nicky?
you: If you found me being offensive, just say so. That's all right and I'll back off and we'll talk nicely about this. By ignoring me, you are just pissing me off. OK, Nicky?
you: I take that's the service you offer, but I'll give you a second chance, chatting with you on a second channel. Give me a sec...

Enclosure 4

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You are now chatting with 'Marie'
Marie: hi, how may i help you
you: Hallo. Sorry for the time, but I had waited long and had left for the restroom. You are speaking with Søren Ekelund. I contact you about order 145886. I received a damaged package, was promised a replacement the 9th of October by 'Karen' but haven't received the replacement package yet.
Marie: one second
you: Yes?
Marie: thanks for waiting
Marie: we apologize but replacement has not been shipped yet
you: Fair enough, but two months of back order time for a replacement? That seems quite steep to me. And far worse, it means my girlfriend's Christmas gift will either be broken or none-existent. I’ll have to buy something else. Can't you do something to redeem the troubles?
Marie: we apologize
Marie: we will send a follow up report for it
you: And that means...?
Marie: an email will be sent to you when your replacement has been shipped for your update
you: Well, thanks, but that's not much help really. And with what, a week left before christmas? Few solid firms wouldn't do something to amend such a mess.
Marie: please tell me, how may I help you?
you: Cant you make a partial refund, give a gift-certificate or something like that, to give me just one reason to trade with Ultimate DVD Shop again?
you: You first delayed my package because you were out of stock, then I received a broken package, and it takes two months of silence because I'm even told what's going on. In my business, each day of delay means thousands of dollars in fines and a blackened reputation in the long run. Be happy you're not entrepreneurs ;-)
you: "...silence before I'm even told..." Sorry for the typo.
you: And to make matters worse, your supporter 'Nicky' first ignored me and then simply closed the chat, when I asked for you to redeem this in some way. Not the best image to make...
you: That was when I contacted you Sunday. The chat log should show, and if not, I have most of the conversation saved on my desk top.
Marie: will you ask or a refund?
you: I'm sorry if I sound mad, Marie, it's not you I'm mad at. No, I don't want a refund, because I need the product. What I'm asking for is a compensation, in cash or something else, to show your good will towards a much trouble customer. Thank you.
Marie: welcome
you: Welcome? Sorry, I don't think I understood that in context.
Marie: disregard it please
you: Think of it this way: If you hired me to build you a house, and I came to you a week before you moved, and told you that although I was already two months behind, I wouldn't be able to make. You'll have to stay in a shelter, until I'm done. Now, this case is of cause not as serious, but just as annoying. And, if I may say so, just as damaging for a company's reputation.
you: For me, each day would mean a thousand dollar fine. I'm not asking for anything like this. Say, a 30% refund and the product delivered when it arrives. At least you have shown some courtesy and I'll no longer mad at your company. You might even have won back a bit of respect on my part.
you: So, what can you do for me, Marie?
you: Hallo? :-)
Marie: one second
Marie: are you asking for a refund?
you: Good to see you are still there. No, as before I'm asking for you to compensate me for the troubles you've caused. What I'm asking of you, is that you refund me 30% of my money AND deliver the product when you again have it in store. I ask of this because you have not lived up to your part of the deal. Thus, if I get a refund wil simply mean I've lend you my money in two months. That's why I ask for compansation; say a 30% refund amounting to 44,33 dollers AND the product delivered.
Marie: are you asking for a refund?
you: So, to recap, I ask of you 44,33 dollars AND the product delivered, as compensation for you not living up to your part of the deal.
you: You see, this is why I got pissed at your company at first. Are you actually reading what I write, Marie?
Marie: yes
Marie: then do i have to forwad a refund request now?
you: No! I ask for the produkt delivered AND a partial refund. Can you do that, yes or no?
Marie: no
Marie: we can deliver the product
Marie: but we cant offer partial refund
you: And you can't give a gift-certificate or similar, in compansation?
Marie: we will forward this matter out with the superivisor
you: Sounds fair. Shall I e-mail him, or how will I be notified of his decision?
Marie: we will send you an email
you: Sounds good. Thank you, Marie.