AVOID Techonweb at all costs!!

[hirani60]

TECHONWEB is one of "those" companies that gives internet purchasing a bad name! Their "customer service" is the most abominable of any I have ever had the misfortune to deal with. Clearly they are not interested in repeat sales. Here's the thing: I purchased 4 dual Skype phones from them, which were delivered to me while I was out of the county on a business trip. When I returned and saw the package, I realized that I had mistakenly ordered only addtional handsets instead of the combination base station/handset. I called them to make an exchange (boxes were still sealed and unopened) for the correct product. The "service" agent claimed all sales were final and that I had 20 days to return the product. Obviously I could not do it in 20 days since I was out of the country and had boarding passes to prove it! I asked for the manager, who was not in, and requested that he call me back, which he did not (big surprise!). I called back and spoke with "Joshua" and explained the problem. He parrotted the same version I got from the previous "service" agent and, once again, I asked for the manager. Joshua, who sounded like a twenty-something, claimed to be the manager and basically told me it was my problem and that they would do nothing and that I was stuck with the phones. Imagine that!! This is unbeliveable considering the fact that I was going to be purchasing 4 systems at a higher price which actually transalted to MORE business for them! KEEP AWAY FROM THEM!!!

[Steve R Jones]

Lifetime Rating: 9.18 out of ten with 912 reviews..
Techonweb Customer Ratings, Reviews and Prices at ResellerRatings

One would think they are doing something right..

[jsilverj]

Companies will not get squeezed because you have future intentions of buying more products from them. A policy is a policy. You were obviously beyond the return period. Whether you were out of the country or in a coma, the fact still remains--You were beyond the return period! Whats to assume all your future orders would also not be made in error, then you would need to return those items too, probably with a different excuse.

Also, your subtle insults of the staff are a direct result of you being upset and not getting what you want. Consumers seem to believe that if they climb the chain of command in a Company they will eventually get what they want. Guess what? It doesn't work that way. Just live with your mistake because it certainly wasn't theirs.

[Steve R Jones]

jsilverj, if the parts that were ordered were clearance sale and or obsolete parts you might maybe have a point about being beyond the 20 grace period.

But, hirani60 the human being, made a mistake when ordering….He was probably willing the pay the 15% restocking fee AND pay more money for the items he needed

So Techonweb lost the restock fee and the upgrade money. And odds are, hirani60 will spend future money at a competitor’s site. This is a double whammy for Techonweb. And then there’s the part where this negative review will effect others buying decisions.

Customers shouldn’t have to climb the chain of command if the people below that had half a brain.

[jsilverj]

Hi Steve, you do have a point.

But do you really really believe if they were indeed clearance items or obsolete parts Hirani would accept that and move on.

I am in Customer Service and there is no good reason in the world a Customer would accept if they want to return something. Hirani would have acted the same exact way.

Losing Hirani as a Customer will just have to do. It's sad but the only solution is to bend the rules and if they bend the rules for him they would have to bend the rules for everyone. What is the point of rules then.

[Steve R Jones]

If the parts are New - fresh from the factory - Techonweb could easily sell them again type of parts - why not help out a customer that made a boo boo? What do you have to lose? And if I'm not mistaken, the customer also pays shipping on returns...So what exactly is it you have to lose?

[jsilverj]

Steven. You don't understand. ANYONE can say they made a boo boo.

[Steve R Jones]

Sure I understand. You have an ex-customer that is stuck with 4 items he can't use....The parts are brand new sealed items that you as a retailer could have easily re-sold AND gotten more money from your ex-customer from the current purchase and maybe additional purchases....

You didn't say what it is you would lose on the deal have you let him get the parts he needs?

[krbvroc1]

Originally Posted by jsilverj

Steven. You don't understand. ANYONE can say they made a boo boo.

So you just assume everyone is a thief out to cheat you? How often am I victim of the company making a boo boo and I have to accept/work around it.

From the original post, the customer said the items were unopened and he even had proof (boarding passes) that he was out of the country when the items were delivered. It looks like he was backing up his 'boo boo' with proof.

I ordered from techonweb previously and had a good experience (i never had to contact customer service though). I think they are being unreasonable in this case and just hurting themselves, losing a customer, and getting some bad PR.

[jsilverj]

Hi. I didn't imply that all are out to cheat you but where do we draw the line? The reason for policies is so that everyone is aware what you can return and what you can't. Otherwise, Customers can do whatever they want. That would not be fair.

Also, this sentence drives me nuts.

"Joshua, who sounded like a twenty-something, claimed to be the manager and basically told me it was my problem and that they would do nothing and that I was stuck with the phones."

The fact that Joshua sounds young should not even be an issue, nevertheless, written as a negative point. Also, Joshua never said you are stuck with it, or that it was his problem, but the author wrote it in a way that would lead you to believe that that is what he said. He did preface with " he basically told me"...OH REALLY?