Beware of the Return Policy!
Written: Nov 20 '03
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This was my second experience ordering from pcRUSH.com and my advice is to beware of their return policy. My first experience was purchasing an HP Laser Multifunction Printer and I had no complaints. This time I ordered an HP Laser Printer and a Troy XJET 3000 internal print server. I had no problems with the printer but the card would not work for my application. According to the description on pcRUSH's website it sounded like the card would allow the printer to be used as an ethernet network printer or a serial printer. Upon receiving the card and reading the installation manual it became obvious that the serial port was only for configuration purposes and not connecting a printer to a computer via a serial port. Unfortunately, for my application, I needed the printer to communicate over a serial port. I tried to get an RMA from pcRUSH but ran into a brick wall. Instead of telling you about the communications I've copied them below so you can draw your own conclusion. This company usually has one of the lowest prices available but I haven't seen a price low enough to justify the risks associated with ordering from them. Based on my experience and some other reviews I have read tonight they are obviously just interested in turning a dollar in the short-term and not keeping satisfied customers.
Their response to me filling out the RMA request form on their site:
REFERENCE #16442
ITEM FOR RETURN
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Item No: 74331
PrintServer for HP EIO Printers Not Supporting DEC
Price: $248.65 Qty: 1 Total: $248.65
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INFORMATION PROVIDED:
-Request Type: Credit
-Reason: Wrong Purchase
Please see note below.
In reference to your request for a return, your account has been evaluated. Your
request cannot be accepted on the basis that we do not accept returns on
non-defective items. PCRush.com stands behind the quality and condition of all
merchandise sold. All products are covered by Original Equipment Manufacturer's
warranty. Highly trained representatives on the pcRUSH.com Customer Service team
are available to assist with manufacturer's warranty service, exchange and
repair if any item proves defective. Please note that all sales are final.
PCRush.com cannot accept unauthorized returns or exchanges. Deliveries lacking a
valid Return Merchandise Authorization (RMA) number will be refused and returned
to sender. pcRUSH.com will impose a minimum 20% restocking fee plus any
applicable shipping and handling charges for shipments refused by the customer.
Additional charges may apply if the merchandise returned is not in identical
condition as originally shipped, unopened and with complete packaging materials
intact.
Note: We recommend purchasing an inexpensive network card and 6' of cable, if
you wish to plug into the printer and use it as a stand alone machine.
Thank you,
RMA Department
My response:
Normally I would agree with your response except for the fact that I was mislead about the abilities of this product by your website. According to your website the features are the following:
Product Features:
Product Description:XJet 3000 8S - print server
Cabling Type: Ethernet 10Base-T, serial RS-232, Ethernet 100Base-TX
Network / Transport Protocol: IPX/SPX, AppleTalk, DLC/LLC, NetBEUI/NetBIOS
Compliant Standards: IEEE 802.3-LAN, IEEE 802.3U-LAN
Connectivity Technology: Cable
Data Transfer Rate: 100 Mbps
Data Link Protocol: Ethernet, Fast Ethernet, serial
Interface Type: EIO
Device Type: Print server
System Requirements: Microsoft Windows for Workgroups, UNIX, IBM OS/2 Warp, Microsoft Windows 95/98, Apple MacOS, Novell NetWare 2.15 or later, Microsoft Windows 2000 / NT4.0, IBM LAN Server
Warranty: 1 year warranty
Form Factor: Plug-in module
Note specifically that "cabling type" includes "serial RS-232" and "Data Link Protocol" includes "serial". These led me to believe that this card could allow the printer to be used as a serial printer. I would suggest changing the wording on your site to prevent future confusion. As for my case I would like to return this product so I can purchase a product that will work. This is only my second experience purchasing from your company (and my first was positive, but then I didn't need to return anything) but if the policy of your company is to be more concerned with pocketing $250 from this purchase than keeping my business (and other people I make recommendations to) in the future then yours is not a company I will continue to do business with or recommend.
As for your note about a network card and 6' of cable. I need to attach this printer to a legacy serial network to be shared by multiple computers so your solution will not work and as much as I would like to bring this system out of the 80's that is not possible due to the software that is running the system.
It may not matter, but I do influence technology purchasing decisions (including supplier) for a fortune 500 company, a small business, and two churches along with several personal acquaintances. I do think my future business is worth more than the $250 purchase price of this card.
Their Response:
Once again, our aplogies, but we are unable to accept your request for a return.
We have contacted the manufacturer and they have confirmed that the serial port
connectivity is used for "data link" purposes only and not for networking. A
simple call to the manufacturer inquiring as to suitability for your network's
extremely specific requirements prior to placing the order would have precluded
this issue. As it stands now our hands are tied. We are unable to return opened
items to our supplier and are therefore unable to accept the product back for
return. As per our stated online return policy: "Please research technology
features and complete specifications listed on pcRUSH.com prior to purchasing
any items. Customers are responsible for accuracy of product choices. All sales
are final."
Thank you,
RMA Dept.
Recommended:
No
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Epinions.com ID:
ejlevan
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Reviews written: 1
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