Tigerdirect scams ratings

Dear DRHIII,
From reading your review, it seems the first time you had an issue it was solved to your satisfaction. I am very sorry that was not the case with your customer. I would like to investigate this matter further to ensure it does not happen again and would like to make this right for your customer. Please contact me directly with the order number at adela.gomez@tigerdirect.com

Adela Gomez
Customer Satisfaction
TigerDirect.com

[drhiii]

Thanks for responding as a customer agent for TD.

The bad news is in reality it was a horrible experience. As was the second experience. And a third. As is this now third experience.

I had to fight, and I mean FIGHT TigerDirect just to acknowledge that the first experience was their fault. It was a remarkably simple matter that turned and stayed sour for almost two weeks. I ordered a system, and memory upgrade. The memory upgrade was incorrect, even though I was crystal clear in my language that the memory was for the exact system I was ordering at the same time. When I called TD support, I was immediately told to 'call the hardware vendor' for help. I was blown away because I knew the problem was the order, but after several calls and much haggling, I called the hardware vendor anyway, had them tell me what I already knew, which was TD needed to replace it with the correct memory, but when I called back, I was thrown into the same cycle of "call the hardware vendor". After laying down some heavy heat, almost two weeks into it, I got TD to give me a refund. I'd already ordered and placed the correct memory from some other place into the machine by this time anyway. It burned an enormous amount of time, but I wrote it off to one of those things. I cannot remember exactly how many calls it took, but it was many.

I ordered a second machine later, a server, and the system came not as ordered. Again, was told to call the hardware vendor, a problem because it was not their fault the system was not configured properly. The system also came damaged and the vendor stepped up and solved that quickly. However, I had another fight on my hands to get TD to just make the order correct. More, and I mean a lot more burned time. And I mean, a LOT.

Once burned, twice shy, so never again with TD. Except this client is now embroiled in the same incorrect memory problem and here I am again, which the same ridiculous fight with TD. Thankfully, after after several calls and several emails, another customer service rep at TD FINALLY 'got it' and proposed a solution that could have been done in my first call, two weeks ago, to TD to support. And again, MORE burned time. A lot.

I know things go wrong, and break, but every order I have dealt with from TD, whether I initiated it, or now a client, has gone wrong, and getting it rectified has been terrible. None of these should ever have taken the time, emotions, and more time, to resolve. So satisfied is not the right word. Did they get resolved? Yes. But only after beyond unreasonable energy on my part, and each time, TD was at fault and could have solved the problem in a single call.

I appreciate your effort to communicate however. Unfortunately, I don't have anything positive so far to report, and this is after 4 total engagements with TD. Just once, it would have been nice to have an order just work without having to call support on a new system and then get tossed into a black hole of lost time and emotions.

regards

Dear DRHIII,
Thank you for your response and the clarification. I completely understand your frustration. As you mention, sometimes wrong orders or deffective products 'happen', however, three times is unacceptable. We are working hard at solving all our outstanding CS issues and appreciate your feedback. Again, if you could post your order numbers, it would be very helpful.
I know there is nothing I can say at this point to change your mind about our store, but I would like to offer you a credit for all the inconveniences you have experienced and time spent correcting them. Please contact me at adela.gomez@tigerdirect.com if you would like to take us up on that.
Thanks again for your feedback.

Adela Gomez
Customer Satisfaction
TigerDirect.com

[drhiii]

Actually, it does help to have a person to voice this stuff to. It is obvious there are policies towards how support calls are handled into TD. To get a patent "call the hardware vendor" on a first call when the shipment is barely a hour of of the box, three times, when it is obvious the upgrade parts are TD's responsibility and nothing the hardware vendor can do a thing about other than to say, "yes, they sent the wrong chips"... that policy is too quick for your tech support to pass off.

While it has not been an appropriate or correct experience now 4 times, I do appreciate your putting a face on this. Customer relations is EVERYTHING no matter what the concern. I'd have to dig out the prior 3 shipments and this goes back 1.5 years. Since I ended up solving these already, not wanting to go back again and take yet more time. The present issue appears to FINALLY be getting some resolution with another customer support person at TD. It's what could and should have transpired in the first place instead of endless calls and emails resulting in pitched battles to just get the responsibility assigned... a refund or exchange on the ugrade chips. That could and should have happened in the first 5 minutes of the first call of this 4th engagement. But I think it is finally geting solved via another channel, so no need to monkey with this one.

regards

Originally Posted by tigerdirect

Dear DRHIII,
Thank you for your response and the clarification. I completely understand your frustration. As you mention, sometimes wrong orders or deffective products 'happen', however, three times is unacceptable. We are working hard at solving all our outstanding CS issues and appreciate your feedback. Again, if you could post your order numbers, it would be very helpful.
I know there is nothing I can say at this point to change your mind about our store, but I would like to offer you a credit for all the inconveniences you have experienced and time spent correcting them. Please contact me at adela.gomez@tigerdirect.com if you would like to take us up on that.
Thanks again for your feedback.

Adela Gomez
Customer Satisfaction
TigerDirect.com

[flipper812002]

A tiger direct employee actually said this "We are working hard at solving all our outstanding CS issues and appreciate your feedback ".

But is it true i will let you know as i am one of the MANY outstanding service issues and my case wasnt as bad as yours. It was a doa keyboard that cost me like a totall of 12. plus shipping and they went even so far as to delete the page for the keyboard when i called and told them it was doa. I argued with them a week sent 3 faxes of the recipt to CS. and even after that their reply was you didnt get it from us...lmao even today it still shows in my account as being purchased from them.

The keyboard is long in the trash but the experiance with them has always stayed with me. Why that was the last order i ever got from them. Looking on the bright side i now build computers for others and i dont have to worry about dealing with them ever again because i learned early on just to what lengths they will go to, to get out of any warranty policy they have or mistake they made.

Best part of it is when i answer questions on yahoo answers and here i make sure to tell everyone i can not to go to tigerdirect and i post it in as many forums as i can everyday. Yes it does create a small amount of satisfaction as i know to date i have stopped alot of people from making the mistake of shopping at tiger direct.

Dear flipper812002,
I am sorry you had a bad experience with us, especially over a $12 keyboard. There is no doubt your situation was mishandled, but as I said before, we are working to ensure that these situations don't continue to occur. I understand that once you have a bad experience with a merchant, there is little they can do to change your mind. However, if your matter was never resolved and you would like a full refund, please contact me at adela.gomez@tigerdirect.com

Adela Gomez
Customer Satisfaction
TigerDirect.com

[ChrisNY777]

Guys I order stuff from tigerdirect all the time and never had any issues. I think any internet firm with there volume will always have a certain number of things go wrong from time to time.

[flipper812002]

We can wait and watch to see if it turns around.

[flipper812002]

I was emailed by mrs gomez with an offer to make up for past mistakes. So i took it and i will see if my keyboard comes. If so then i figure we are even.

[flipper812002]

As the originator of this post i thought it important to let everyone know that after one and a half years adela gomez emailed me and offered
to make it up to me. I had my doubts so procedded with caution. In the end she kept her word and replaced the keyboard with a little to spare.
So she has made good the problem i had with tiger direct. I find her to act with honesty and aplomb. So i consider my case resolved.