Good Price Horrible Return Policy !
Written: Jan 05 '02
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Read the fine print on this vendor before you buy and realize that if they ship you a defective DOA product you will have to go the the manufacturer even if you bought it yesterday. I bought many products from Ecost and had an excellent price and delivery was fast and service was good but not nearly as detailed and good as BUY.COM for example.
I just bought for christmas 2 each HP C215 digital cameras, one of them was defective. I called ecost to request an RMA and get a new one and they REFUSED. They pointed me to the TINY print on the web site at the bottom of the return policies below the large letters and sure enough this was the policy.
The support person that I first talked to actually had this wrong and stated he would send me a new camera but I had to call HP tech support and try them first them get a CASE ID # from HP and then ecost would send me a new one. So I spent hours on the phone with some totally clueless guy at HP tried to convince me that the camera was NOT broken and operating properly. I could not drill it into this chucklehead that I had two of them and one of them worked and the other did not. What and ordeal. Demanded a case number and called ecost back.
This time the person at ecost informed me of the return policy and that they WILL NOT send me a new one but they would connect me with HP and work out a new camera from HP. So the ecost rep placed me on hold and connected us to HP and instead of staying on the line like I thought she simply dropped off and I was back on phone with HP tech support.
HP support policy is that I recieve a REMANUFACTURED camera even though it is a brand new DOA and I just bought it. SO I recieved basically a used camera and sent back the bad new one I bought from Ecost.
This was a horrible excuse for customer service and an example of a customer not getting what they paid for. This policy is not normal for most stores. There is usually a 30 day grace period so you can get a BRAND NEW replacement from the manufacturer or a new one from ECOST or the vendor.
You would NEVER see this happen at BUY.COM and not only that but I had to call ecost on several orders due to the fact they DONT send emails out for various information on the order like BUY.COM.
Ecost was cheap but the service is NON EXISTENT ! They were friendly but USELESS. And they need to train their people to be consistent and not run me through hours of telephone tag and all the ordeal I went through to get a USED CAMERA !
Not to mention that Hewlett Packard service and quality is slowly turning bad over the past 3-4 years. HP is no longer a guaranteed good purchase.
Recommended:
Yes
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Epinions.com ID:
dougmjones
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Location: Atlanta , Ga
Reviews written: 78
Trusted by: 24 members
About Me:
Computers, Music, Quality toys and gadgets. Like to review products that I demo or purchase.
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