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Review 4/11/2011
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I purchased a Thinkpad z60T laptop computer with the following items: Pentium M 2.1G processor, 4GB memory. Item was changed during processing without contacting me to reduce memory to 3GB. I called in to confirm that I would not be charged for the extra and could process a refund to send a 1GB DIMM back.
Item arrived with Pentium M 1.86GB processor installed, only 2GB of memory. NOT what I ordered. I called in to the company. Was told they do not have customer service line to discuss issues, all customer service is handled via the web site, which is NOT my preferred manner of doing business.
Employee VERY surly and argumentative on the phone. Ordered me to "stop yelling at [me] and call back on Monday." (I was not yelling.) At that point I slipped and said, "F you if you won't help me! I'll send the whole thing back to you then!"
She hung up on me. I called back multiple times with her continuing to hang up on me before I finally got a word in edgewise on the fifth call and said I would KEEP calling until she gave me an RMA number. She ordered me to "figure it out" and hung up again.
After seven or eight calls she finally took my email and said, with some satisfaction, "THERE! I've logged your email. You can figure out the RMA on your OWN!" Then she hung up again. I spent the next twenty minutes calling over and over while she hung up on the caller queue immediately. I'm sure she hung up on other customers as well during her fit of pique.
Called on Monday to fix the problem. Another employee, male, was just as surly. He also refused to assist me, and told me point blank "I don't care what you do. I don't want to hear it." I informed him I was opening a Better Business Bureau complaint about the service, and he said, "You do what you think you have to do." Then HE hung up on me.
I have denied the charges to my credit card company and am sending the computer back to Gainsaver, however, I'm still out the cost of shipping the thing back to them. $30 gone.
I win, though. My school was planning on building a computer lab and we were going to put the order through for 25 computers, all in the $500-$800 range. We have now changed to an alternate vendor (Tiger Direct) after the way I was treated. Was hanging up on a customer really worth it?
What kind of business refuses to speak to paying customers via voice? You tell me, you spend $600 and you think you'd like to sit and wait for an email to be answered rather than simply talk to someone for three minutes and fix any problems?
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