Total Amount in Dispute:
$200.00
Total Amount Settled:
$0.00
Complaint Experience
0%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Complainants allege the company sells defective merchandise and fails to provide warranty service as agreed. Some complainants allege they receive merchandise which is inoperable or defective at the time of delivery. In other cases customers complain they return defective components two or three times for the same repair or repaired items are retuned without the repairs performed or in the same condition as when they were sent in for repair. Complainants are generally dissatisfied with the level of customer service provided claiming they are unable to reach company personnel by phone and e-mails are not responded to. Some complainants who request refunds on defective products are dissatisfied with the company's policy of deducting S & H charges from the refund amount. ~~The company has responded to most complaints by issuing RMA's for exchanging defective products providing refunds or offering additional repair assistance. In some cases the responses provided did not address the complainant’s allegations. Some customers disputed the company's responses claiming the company did not follow through on promised resolutions or that repairs performed did not remedy the original problem.
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