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kirkcudbrightYou know I'm a pretty mellow guy, and it takes lot to get me mad. However, buy.com managed to push the Big Red Button.
I needed a new PDA, because I managed to break the digitizer (again) (in a rather aesthetic, but nonetheless permanently disabling way).
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palmwiz's recommendation, I ordered a Sony Clié SL10 from buy.com, because they had it in stock and Sony didn't. I waited and waited and waited, must have been days...
When it arrived (box inside a box - about a cubic foot for maybe 12 cubic inches of stuff), it didn't boot. DOA. Completely un-responsive. Pushing up the daisies.
When I asked for an immediate replacement (overnight or second-day would have been good, but I didn't even ask for that), I got a form letter from "Customer Service", telling me they couldn't do that. My choices are 1) wait for them to send me a shipping label, send the defective unit to California, and have them send me a replacement, all using the cheapest (slowest) shipping method; or 2) order and pay for my own damn replacement, and ship the defective unit back for credit.
My feeling (in as many words, including caps) is that THEY shipped me DEFECTIVE MERCHANDISE, and it's THEIR responsibility to fix it. To put it as simply as possible, I did not receive what I ordered and paid for, and I'll be DAMNED if I'm going to pay a second time, or wait a month, to get it.
Blah blah blah. There's more, but even I'm bored of it now.
In return, I got "We apologize for any inconvenience caused by your order #17290758. Our aim is to make your experience with buy.com hassle-free." Followed by the complete text of their return policy. Again - this was their reply to my reply to their reply to my initial complaint. Followed by "Once again we do apologize, however buy.com is unable to cross-ship your replacement item. If you wish to replace your order online and receive a credit for your defective return, please notify us and we will be happy to update your RMA to credit your original payment method. We appreciate your business. Sincerely, Customer Support"
So today, I went to an actual cinder-blocks-and-mortar store (in tax-free New Hampshire, where I work), and bought an SJ22, for $150 vs $80 for the refurb SL10, but I didn't have to pay for or wait for shipping, and I got to play with it right away, and, if it turns out to be diseased or something, I can take it back to a real store, and yell at real people.
Bleah. We'll see if this survives the Pocket Test.
I needed a new PDA, because I managed to break the digitizer (again) (in a rather aesthetic, but nonetheless permanently disabling way).
On
palmwiz's recommendation, I ordered a Sony Clié SL10 from buy.com, because they had it in stock and Sony didn't. I waited and waited and waited, must have been days...When it arrived (box inside a box - about a cubic foot for maybe 12 cubic inches of stuff), it didn't boot. DOA. Completely un-responsive. Pushing up the daisies.
When I asked for an immediate replacement (overnight or second-day would have been good, but I didn't even ask for that), I got a form letter from "Customer Service", telling me they couldn't do that. My choices are 1) wait for them to send me a shipping label, send the defective unit to California, and have them send me a replacement, all using the cheapest (slowest) shipping method; or 2) order and pay for my own damn replacement, and ship the defective unit back for credit.
My feeling (in as many words, including caps) is that THEY shipped me DEFECTIVE MERCHANDISE, and it's THEIR responsibility to fix it. To put it as simply as possible, I did not receive what I ordered and paid for, and I'll be DAMNED if I'm going to pay a second time, or wait a month, to get it.
Blah blah blah. There's more, but even I'm bored of it now.
In return, I got "We apologize for any inconvenience caused by your order #17290758. Our aim is to make your experience with buy.com hassle-free." Followed by the complete text of their return policy. Again - this was their reply to my reply to their reply to my initial complaint. Followed by "Once again we do apologize, however buy.com is unable to cross-ship your replacement item. If you wish to replace your order online and receive a credit for your defective return, please notify us and we will be happy to update your RMA to credit your original payment method. We appreciate your business. Sincerely, Customer Support"
So today, I went to an actual cinder-blocks-and-mortar store (in tax-free New Hampshire, where I work), and bought an SJ22, for $150 vs $80 for the refurb SL10, but I didn't have to pay for or wait for shipping, and I got to play with it right away, and, if it turns out to be diseased or something, I can take it back to a real store, and yell at real people.
Bleah. We'll see if this survives the Pocket Test.
no subject
Date: 2003-11-06 12:39 pm (UTC)When I worked for #9 Computer lo these many years ago and had to deal with defective video cards, our policy was, basically, "we don't do cross-shipments unless the customer yells at us".
I was very happy with newegg.com when I ordered my computer bits, but I didn't have to return anything. Although, I've been wondering if newegg used to be Egghead, who did not impress me the time I had to return an online purchase there.
no subject
Date: 2003-11-06 03:36 pm (UTC)don't remember where i heard that, but my experiences with them have been pretty good, including returns.