Consumer Complaint Intake and Escalation Procedure

1. Introduction

At PC Game Supply, we value our customers and are committed to providing exceptional service. We recognize that concerns or issues may arise from time to time. This Consumer Complaint Intake and Escalation Procedure is designed to ensure that customer complaints are addressed promptly, effectively, and with the utmost professionalism.

2. Complaint Intake

2.1. Channels for Complaint Submission:

- Customers can submit complaints through the following channels:

- Website: https://www.pcgamesupply.com/pcgsupport

- Company does not accept complaints via Social media channels, example: Facebook, Twitter ETC.

In the event that our company does receive a complaint via social media channels:

We will make every effort possible to respond to the complaint when it is noticed with a public acknowledgment, such as a reply or comment. We do not guarantee a response time for any complaint made via social media channels and recommend all customers to formally file a complaint via the appropriate channel.

Gather all necessary information about the issue. We will need to obtain the customers order number to address the issue.

Actively investigate the issue and determine the root cause. Work towards a resolution that is fair and within the company's policies. Communicate the resolution clearly to the customer.

Provide possible solutions or alternatives to address the complaint.

2.2. Complaint Information:

- Customers are encouraged to provide detailed information about their complaint, including order details, product names, and any supporting documents or screenshots.

- Complaints should be submitted using the official channels mentioned above.

3. Initial Response

3.1. Acknowledgment:

- Upon receipt of a complaint, our Customer Service team will send an automated acknowledgment to the customer.

- The acknowledgment will include a reference number for tracking purposes.

3.2. Initial Review:

- Customer Service will conduct an initial review of the complaint to determine its nature and validity.

- If additional information is required from the customer, a request will be sent promptly.

4. Escalation Levels

4.1. Level 1 - Customer Service Representative:

- Most complaints will be resolved at this level.

- Customer Service Representatives will investigate and attempt to resolve complaints.

4.2. Level 2 - Customer Service Supervisor:

- If the complaint remains unresolved or requires additional attention, it will be escalated to a Customer Service Supervisor.

- The Supervisor will review the case, gather additional information, and work towards resolution.

4.3. Level 3 - Escalation to Management:

- Complaints involving UDAAP violations or legal matter escalated to management immediately upon receipt.

- If a complaint persists or is of a complex nature, it may be escalated to upper management.

- Upper management will conduct a thorough review and take necessary actions to resolve the issue.

5. Resolution and Communication

5.1. Resolution:

- PC Game Supply is committed to resolving complaints in 10 business days.

- Customers will be informed of the resolution through the same communication channel used to submit the complaint.

5.2. Communication:

- Regular updates will be provided to the customer during the resolution process.

- Communication will be polite, empathetic, and professional at all times.

6. Feedback and Follow-up

6.1. Customer Feedback:

- After resolution, customers will be invited to provide feedback on their experience.

- Feedback will be used to improve our services and complaint resolution processes.

6.2. Follow-up:

- Customer Service will follow up with customers after resolution to ensure satisfaction and address any remaining concerns.

7. Record Keeping

All complaints, their resolutions, and related communication will be documented and retained for a minimum of 2 years. This information will be kept confidential and used solely for the purpose of improving our services and addressing customer concerns.

Records for complaints related to NeoPayCard product will be be submitted to Evolve Bank monthly.

8. Policy Review

This Consumer Complaint Intake and Escalation Procedure will be reviewed annually to ensure its effectiveness and relevance.

PC Game Supply is dedicated to providing exceptional customer service and resolving complaints promptly. This procedure aims to ensure that customers' concerns are heard and addressed to their satisfaction.