ComputerGeeks Order Issues

[Mortis]

This is an Email that I just sent off to ComputerGeeks. I wanted to share it here also because I am not the only one that seems to have had some issues with returns and the "waiting" period. This type of Untimely Customer Service is a huge disappointment and will keep me from dealing with this organization in the future. Please understand, if an order goes well without issue, CompGeeks is a great place to do business with... however, if you have an issue, shoud you have to deal with this type of disorganisation and empty promises? I plan to post a review at www.resellerratings.com once this matter is concluded- however that goes.

Attn: Ester, Customer Service Supervisor, ext280

Greetings. I ordered an AGP MonsterVideo Card on 4/22/03. On Monday, April 28, 2003, I received an PCI Monster VideoCard. I called Customer Support to correct the MisShipped item. The first person I spoke to informed me that I needed to talk with TechSupport to confirm that I had in fact received a wrong item- I guess I could have been wrong, <frown>. I was transferred to Eric in Tech Support... he informed me that I would receive an email within 24 hours with return information. My response- unacceptable, I am on the phone with the company, I want it resolved now. I was told he could not do that. I asked if I could be transferred back to customer service to have the item returned and my card refunded- he transferred me back. The reason I chose to take this action is based on a personal return experience and on reviews i have read about CompGeeks and returns- I had a customer waiting on this card and I did not want the headache nor the wait. I spoke with Hal and explained these things... at first, Hal (ext212) was excited and somewhat impertinent. However, after the initial tone of voice faded, he explained to me my options and then expressed that CompGeeks has restructured their return procedures and that he would have his supervisor review this situation immediately and the new card would be shipped 2 day air arriving to me by Thursday. I asked if I would receive email notification with a tracking number and information... his response was yes. I gave CompGeeks and Hal the benefit of the doubt. Today (wednesday) I called because I had not received email notification. I asked for Hal... not only did he seem to not recall our conversation, but he also informed me that his supervisor has been out of town and that is the reason nothing has happened with my order. He attempted to inform me that he would... I interupted and requested an RMA Ticket and Card Refund. I AGAIN was told that I would receive email notification for this course of action.

I am choosing to email this complaint to you and also choosing to share this experience with other consumers because the events of this transaction are unacceptable. I have dealt with CompGeeks in the past and present because of prices... I have had relatively good experiences with you, however, when things go bad- they really seem to be inconvenient and bothersome. I expect occasional mistakes, but I also have the expectation that a reputable company will react appropriately and swiftly. This does not mean anything other than taking care of the problem. Unfortunately, CompGeeks does not seem to have these attitudes or more importantly, the abilities to do this.

I will follow up with the outcome.

Mortis

[Brainchild]

Wow that's too bad Mortis. I have dealt with them many times,and never hada problem with any RMA's I did.I hope they resolve this quickly for thier sake, as well as yours

Good Luck

[Cruez]

I've probably ordered 10-15 times and they left a modem out of an order..... I called them to let them know, and they sent me a manual and a driver CD... ... Called back and I said that they left the modem out, not the other stuff. So they sent me the modem out 2nd day air and that issue was solved. No complaints here...

I have to commend you on your actions Mortis.

I'm glad to see people that keep calm and rational in these situations and don't just start yelling and screaming that they've been ripped off.

I hope the outcome is satisfactory for you and I hope they realize the caliber of customer they're losing with they're actions, not yours.

[edwelly]

morits - I had a simialr issue like this with Compgeeks - they whole issue with having COMPLETLEY different departsments is ridculous. Each department says "you need to talk to the other department" and it becomes a HUGE run around no to meniton a local distance fee -
I ordered a 64mb PCI card from them last week and it only goes up to 1024x768 resolution - instead of going thru this hassel of returning the bad card, I just decided to keep the card. I know that it is a problem with the card because I bought a Raedon 7500 and it's super sweet in my system.
I know this doesn't help you situation any but I thought I would let you know you are not alone my friend!
---edwelly

[LarrySamDavid25]

I don't like them. I've had quite the headache with them in the past. VERY POOR service when it comes to problems.

I have never had a prob with Computer Geeks, though I am probably lucky, as I have never had to RMA or return any items to them.

Mortis, hopefully they will resolve the prob ASAP. As edwelly stated, the lack of a centralized department for all RMA/return issues may be the real source of the problem.

Robert Richmond

[thronka]

I am with RobRich. I have never had a problem with them. Maybe it is just their staff getting trained. I was like that when I first started working for a camera company that repairs and sells digital cameras (see www.cameraandrepair.com)

Don't take my word for it. Ask anyone here who has received training for that kind of service.