grergory k.

Your order was regarding a total protection pre-paid packaging option to ship us your Atari console for repair services. Customer issue is that it never reached its destination. The Total Protection package was purchased and shipped on August 26th. We have confirmed that there was an issue with the shipment, and it was never scanned.
We accept responsibility that initially, your order was mistakenly provided with the incorrect tracking number. This had no bearing on the lost shipment, since your box still had the correct tracking label attached. After some time passing where the package was still never delivered, you contacted us to advise us and for us to help you get the issue resolved. This was Yesterday 9/3 at 5:44 PM which is right before we close. We informed you we would need until the next day for us to help you further. The next day our manager approved a new Total Protection package with a new tracking number, for no additional charge which we updated you with the new number at 11:41 AM and USPS picked up the package from our facility at 12:00 PM.

As per our conversation over live chat on 9/3/2019 we offered to email the return shipping label to you in order to speed up the process, or wait until the next day for a different solution. You replied after business hours (6:25 PM) agreeing, and also inquiring about sending in additional items with your Atari Console. You later rescinded and told us that you would just send the console (8:25 PM After Hours). The next response we received from you was at 11:37 AM on 9/4/2019 again, asking for an update and answers. We replied that we did ship out a new total protection box to you to resolve the issue, with a whole new tracking label.

It seems at this point you had changed your mind completely regarding how you wanted the order to be handled. We received a chat from you at 11:59 AM that you were requesting a refund for the service. At that point the package has been picked up 1 minute later by the post office, and the label printed almost 20 minutes prior. We have different departments for shipping and customer service, and there was no way to stop the shipment in that time frame upon receiving your request. It is important to us that we both agree on the transpired events, there was no time to reverse the shipment in the 1 minute time frame between you asking for the refund, to USPS picking up the package. Hours prior you still were intending to ship in the console, however we were closed at the time of your response, and your next response came in at the last second with your mind changed.

We sincerely apologize for any delays or issues with the shipment. We have responded and sent a replacement free of charge. We are still interested in helping you further with repairing your console, since the box is on its way to you and your order is still active. We will have someone contact you by phone to confirm our desire to assist you further by offering you additional services once the item arrives for repair.