WAHEPReviews of wahep.com

Response from WAHEPAug 31, 2020

Hi Maria, We're sorry to hear that you weren't happy with your WAHEP experience. We take customer service very seriously, so any negative complaint we receive always results in a thorough investigation. Unfortunately, we found no record of any email requests from you requesting a cancellation for your order. I see that you placed your order on Sunday, 8/23 and it was delivered to you via UPS with tracking ID 1Z05Y4F90390436813 on Saturday, 8/29. Per our policy, all cancellation requests are processed within 24 hours, but they usually get taken care of within a few hours. Assuming we didn’t really care to offer our customers a top-notch customer service experience, there would still be no benefit for us to ignore a cancellation request. A cancellation is an easier procedure for us to follow, and it's also less of a monetary risk in comparison to that of a return. One reason for this is the fact that shipping a computer bundle like the one you ordered has an increased chance of being damaged while in transit with UPS both from and back to our location. I can assure you that this is not a risk we’d choose to take as it’s not the most cost-effective process. When you received your tracking information update email, I see that you replied to that email. This was our first record of email communication with you. You notified us that you didn’t choose to leave a message on the Voice Messaging Service we provide, since it is hosted on the Google Voice platform which you perceived as bogus. Google voice is actually a very reputable and dependable service accessed by over 3 million users. All messages left on our Google Voice number are returned within 24 hours which definitely would’ve been sufficient enough of a time frame for us to cancel your order had you left us a message. Our WAHEP greeting instructions are extremely thorough and explain the information needed to receive a call from technical support or customer service regarding any issue with an order. This service is offered specifically for those who prefer not to email and wish to receive a phone call back from us. I do see that you called us 3 times on 8/25, however you left no message unfortunately. Since we’re a small business, we try to keep costs down whenever we can. This service allows us to do that. Calls are rarely returned any later than 1 to 2 hours of our customers leaving us a message but will definitely be returned no later than 24 hours. Trust that there will be no need to contact your local news in Atlanta. Any company that’s involved in a scam (a dishonest scheme; a fraud, swindle) of any kind, wouldn’t have a shipping label generated within 2 days of your order as we did (which you can view with your tracking number). In conclusion, it seems that your initial reason for attempting to contact us was to cancel your order so I don’t think it’s fair or accurate to say that you “asked to cancel your order due to this inconvenience and lack of communication.” In any case, I see that our Order Management Team has already emailed you to provide you with return instructions. Refunds are processed within 1-3 days of receipt of a return. All things considered, we still appreciate you giving us the opportunity to serve you. All the best, Ryan WAHEP Customer Satisfaction Team

Response from WAHEPJan 9, 2020

WAHEP can appreciate the point of view you must have had while writing this review, however as the manager of the Customer Satisfaction Team, I’d like to point out a few key pieces of information that you should consider regarding your review. “It took forever for them to ship it out” ~ Please note that in our shipping policy we ask that you allow up to 5 days for your order to ship. https://wahep.com/shipping-policy/ Also be advised that your order was placed on Monday, Dec 9th at 6:16 pm when WAHEP was closed for the day. That being said, your order was actually received by us on Tuesday, Dec 10th. Shipping times were slower than normal in December due to the Christmas holiday, but your order was shipped via FedEx on Saturday, December 14th. This was still within the timeframe of our shipping policy. “it was not what I bought. I bought an I5 and of course it was an I3.” ~ Had you contacted us, we certainly would have processed an exchange for you with no questions asked. We’re not exempt from making mistakes, but we correct them quickly whenever we’re made aware of them. It is, however, unclear to us how you were able to pass the technical check required for the client you were working for with an i3 computer since the system auto checks computer specs before you can begin working for them and they require an i5. “I got no response at all. I emailed them again still no response” ~ WAHEP takes customer service very seriously and does not ignore ANY emails. There is simply no reason to. We don’t conduct business in that way. We take great pride in our customer service, so this portion of your review caused an immediate investigation. The investigation revealed that there is an ongoing issue with the routing of outgoing AND incoming emails made through your email provider, charter.net. These routing issues make it appear that receivers are not answering emails, however, your emails are simply not being delivered by your specific email provider. We have not received complaints like this from customers that use ANY other email providers. We suggest using a different email provider when making important emails to us because it is not certain that we will receive it. If we do receive it, it is not certain that you will then receive our reply. For more information regarding the documented ongoing email delivery issue with charter.net, please follow the forum conversation provided in this link. https://www.digitalocean.com/community/questions/is-anybody-else-having-issues-with-delivering-mail-to-charter-net WAHEP acknowledges that there were needed improvements to some processes in the past, which is why new management was put in place in October 2019. I am a part of that new management team and we're extremely proud to provide an awesome service for our customers. In conclusion, we’re sorry that your email provider was at the root cause of your feeling that we were not replying to your emails and wish you could have benefitted from our top-notch customer service. We thank you for your business and hope that you will give us another chance in the future. Logan Bradshaw Customer Satisfaction Team WAHEP LLC