Sorry for the double post. But for those that were interested in the situation, here are the updates since April 24th:
June 2nd:
So after VISA had almost 2 months to "investigate" the dispute, i received a long letter from them today. Apparently all they needed was a receipt/proof of my purchase along with a 1 page argument from the company. It was actually quite funny to read...(the 2nd time, the first time i was fuming..) It stated such things as:
-i was calm and collective when i said "yes" to the order
-i was fully aware from the onset that it was "non-refundable"
-they are awaiting the actor to return to the US to sign my sword
-they have threatened using the "recorded phone conversation"
-(there's more, but that's all i currently remember)
-in sum, they said i have no case....
-in addition, they said 6-8weeks from April 8th (when VISA started my claim), which i believe is now over.... Remember, the sword was "ordered" March 2nd...
As far as VISA is concerned, that's the extent of the dispute. However, there is a section on the letter allowing me to press the dispute. Well, "in for a penny, in for a pound", right? My appeal is already in the mail...lol. This time, however, i took full advantage of writing MY OWN 1 page argument, which went along the lines of:
" I would like to continue my dispute over the $1200usd charged by the XXX for a number of reasons.
Firstly, it has now been over 3 months since my day of purchase. When making this order, I was clear to the company that I was departing Canada in 1 month’s time, and was thus reassured that I would receive my order in 2 to 3 weeks. This later changed to 4 to 6 weeks. It is now over 12 weeks with no sign of my product. Unfortunately, I was not told of the expected additional wait time due to the actor signing my sword – you may ask to review their recorded conversation. If known, this fact would have changed matters from the beginning.
Secondly, I still have an issue in the manner of which they conducted business. They confirmed the “non-refundable, non-returnable” order transaction while I put them on hold, without my authorization. After they told me this, I argued the matter with them before my card was charged. They would not let me talk to their manager. Due to their consistent claim that it was now “too late” and “non-refundable”, I had very little choice but to okay the transaction. Please ask them for this recording as well – but make sure it is the full one hour conversation and not just selected portions for this company’s benefit.
Thirdly, I believe I am a member of good standing with CIBC Visa. I have always paid my VISA in full, and have never argued a transaction before. Over the last few years, I have made numerous transactions through American websites, all of which without hassle. This was my fourth order from this particular company, in which I had originally called to fix an issue with my third order I made with them early December 2009. I have yet to receive some of my missing documents from that particular order as well…
I have attached a copy of the incident as seen from my point of view. This online document was originally written on an online collector forum immediately after the phone conversation; and can be found at:
www.ucforums.com/showthread.php?t=4806But to make things a little easier, I have included a copied and condensed (just my posts) version of the same thing.
"
June 3rd:
The morning after i wrote the update on this forum, and before i went to drop off the appeal letter - i made 2 important phone calls:
1) To the problematic company for 2 reasons. Firstly, i wanted to cover my own behind by getting confirmation FROM THEM as to the "updated" status of my sword. After 20min of being on hold while they "looked into the matter" - i was told (by honestly, one of the friendlier individuals i've talked to from this company) that all they can say was "it will be arriving soon". Well, i had to ask what "soon" meant... I pushed it for a good 5min, but all i managed to get out from them was "anywhere from 7 business days to 5 weeks...". I also had to tell the company that IF my sword were to arrive "soon", that my mom (only person to have signing authority for me while i'm away from Canada) will be out of town for selected upcoming days - thus no one would be allowed to accept my package. The gentleman stated he would try to figure something out, and call be back in 2 weeks to check up on the matter.....
2) I called VISA while i was at the post office due to a sudden thought. The letter (from the sword company) stated that one of their policies was if a customer were to cancel their order, they would loose their invested money as well as no longer get their product. So what scared me was if i were to persue the matter with VISA, and VISA continues to harrass this company, would the company then decide that this means my order is to be cancelled and thus screw me over? Well the nice guy at VISA spent about 15min looking into the letter the company sent as well as talking to his supervisor - and they both agreed that i have to tell the company MYSELF that i wanted my order cancelled... They told me to send in the paperwork, my 1 page letter, and any other proof i had (i copied all my posts from UCForums) and to send it....
Well, it's a different game now...
June 14th:
Late afternoon - Mr. UPS arrives with my sword... Being "non-refundable and non-returnable" i knew having UPS send it back would just make matters worse for my side. So i opened it and took a look. It is a nice sword, and Christopher Lambert's signature is visible on the blade, with a nice Certificate of Authenticity signed by the Highlander Producer Peter Davis. But, 3 issues:
1) The signature is "wet ink signed" on the metal blade with no type of sealant..so it was already slightly worn...
2) I only had Mr. Lambert's signature, when they promised me that as well as a line of my choice....which was, of course, not there.
3) Remember those missing documents, poster, dvd, and COA from that sword i ordered back in early Dec during my 3rd order with this company? You guessed it....not in the box, even after they promised me on multiple occasions they would "take care of it".
June 15th (today):
So, trying to be responsible, the first thing i did was call the company to ask them about the 3 points above... They took my name and number and said they'll call be back (it's now been 4hrs...). Well, still being the responsible individual that i am, i then called Visa to give them an update:
---> Of course, due to the fact that i have my product, they will take back the $1200usd. However, they have my letter and 4 page case summary that they are still going to review. They changed the status from "unreceived goods" to "product not as identified" for now...and shall call me in a day or two for more details.
On a side note - does anyone have any ideas on how to permanently seal the signature onto the blade? If it gets wiped off...the $1200 Christopher Lambert signed katana will then only be a $200 United Cutlery Connor katana..lol.