Untrustworthy, Bad Customer Service, I should have known and take note of the bad reviews!
Written: Dec 05 '05
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After reading a few reviews about this company, I've decided to order a Sony DVD92 Camcorder from them on December 2, 2005 despite the fact that I knew that they will call to sell more accessories.
So, I got a call from Mark on Sunday (12/4/05) and he left a message on my cell asking me to return his call. When I called him back, he offered me a "good deal" of $99.90 which consists of external chargers, cleaning kit, a 3-hours battery, and a case.
As I'm only helping my friend from overseas to get this camcorder, I was unsure if my friend would want the extra accessories. So, I contemplated for a while. Mark was patient enough and told me all the benefits of the accessories. In the end, I've decided to order the extra accessories that he offered me. I've also choosen an expedite shipping which he said will be 3-7 days.
However, I immediately called my friend if he needs the accessories I ordered but unfortunately he did not want them because all the accessories are not from Sony.
So, I called Mark right away (duration was 30 minutes from the time I last spoke to Mark and my friend) to cancel the order for the extra accessories.
This was where my bad experience with this company started. So, I got through to Mark directly because I had his extension #, and he answered the phone. I told him my name and that I just spoke to him a while ago and I wanted to cancel the extra accessories ordered. To my surprise, he acted that he did not know what I was talking about and gave me a different name and said he's from the Security department?!!! I was like "WT.."?
Now, I'm very good at recognizing voices over the phone and I was 1000% sure that he was Mark! Plus, this guy has a distinct accent.
So, I said I need to speak to Mark and this "security guy" told me that Mark went home and they already closed for the day. He asked me to leave a voice message to Mark and transfered me to Mark's voicemail and specifically said that if I want to cancel my order, I would need to call them again the next day to cancel and leaving a message does not cancel my order automatically.
So, I left Mark a message saying that I would like to cancel the order for the accessories but I still want the camcorder. I specifically said in the message "...just send me the camcorder and cancel the accessories..."
But this morning, I called the company's customer service again to make sure that the accessories has been canceled from my order. Even though I had Mark's direct extension #, I didnt want to deal with him anymore. So, I was hoping to speak to another customer service agent from the company.
Unfortunately, this time I got another guy, but he didnt tell me his name. So, I told him about the whole situation and I wanted to cancel the accessories from my order. He said probably my whole order has already been shipped and he asked me to hold to check on my order status.
Then, he came back on the phone and told me that they've already cancelled my WHOLE order including my camcorder! The weird thing was he didnt even ask for my order number, name, and information but somehow, he knew who I was!
Again, I was like "huh? why whole order?" I thought I only requested them to cancel the order for the accesories, not the camcorder. Even so, I thought the "security guy" told me that I have to call them back to officially cancel my order and voice message doesn't count???
Then I asked the guy again whether he was sure my whole order was cancelled and he said yes. He arrogantly said that I called them to cancel the WHOLE order, which I did not. So, to ensure that he got the right order info, I asked him to tell me my order number, which he did, correctly!!! (He didnt even ask for my name/order number earlier, remember?)
Since they already cancelled my order, I wanted to ask whether they have charged it to my credit card. But before I even mentioned it, the guy told me that "nothing has been charged to your credit card".
I was like OK...and he hung up!
Currently, I'm still checking and making sure that they wont charge the payment to my credit card since who knows what they will do with all my information!
This whole experience really hit me and I will never buy from this company again. My take was, Mark didnt want to talk to me the 2nd time I called him to cancel the accessories ordered because he didnt want me to cancel the order. But what I dont understand was, why did they cancel my WHOLE order???
So now, instead of getting the camcorder online, I rather go to a brick and mortar store even though it will be more expensive.
Please take your business elsewhere and avoid this company. Not worth your time and money.
Recommended:
No
What product did you purchase or try to purchase? Sony DCR-DVD92 Camcorder
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