Order was placed and accepted on an in stock item. Order was never shipped and svc.com never replied to any of my e-mails asking for information.

I had a problem with a manufacturer refusing to honor a rebate advertised on the svc website, claiming they were an "unautorized reseller". I sent several emails requesting their help but did not get a single reply. Based on my experience, this company simply ignores customer support email.

Ordered 2 Panaflo 80mm case fans w/3pin connectors from SVC on Nov 9th. The fans got to me rather quickly and was pleasently surprised.  
 
One problem though. Both fans had bare leads/no connectors! I emailed SVC the day I recieved them and told them of the problem. They emailed back and said "sorry for the inconvience, we will ship you 2x 3pin connectors.  
 
7 days pass, still no connectors, so I email them again on the 19'th and they said again "sorry for the inconvienence".........  
 
It has now been 8 days and still no connectors!!!!  
 
11/22/08--- Update! The connectors finally arrived. I now know why it took so long...... My Post Office held them for a bit because there was Insufficient postage. So I have to pay the P.O. .17 cents. I will find someplace else to buy things like this in the future. My first time ordering from them was my LAST!  
 
 

This review was modified by its author, CorCentral, on 11/22/08 3:58 PM.

First impressions can be telling. I should have read more of the reviews as they are indicative of my experience.  
 
I placed an order and realized I had made a mistake. I emailed customer service, and the next day called to verify the changes. After speaking with customer service my order was confirmed and I received a shipping notificatin later that day.  
 
When the package arrive, it was for the original order.  
 
Needless to say I will not buy from SVC.com again.  
 
I guess, assuming you get your order right the first time, the service was quick, however, do not make a mistake or expect to make changes to your order. Customer service will not be able to assist you and you will be faced with returning the items.

I have only ordered from Silicon Valley Compucycle (svc.com) a couple times. The last order had several problems with delays, inaccuracies, late notices and a defective unsealed part. After emails and talking with customer service I don’t think they are making an effort to prevent the problem from happening again or compensate the customer to gain their trust, so I will not be ordering from them anymore, nor can I recommend them.  
 
I needed a couple of fans to finish a quiet PC project that I was building for someone. I saw that svc.com had the fans in stock, and because they are not that far from me, the order, if shipped that day, should have gotten to me the next day.  
 
So I placed the order Monday morning and I added to the order a VGA heat sink kit that I might use. All items were listed as in stock. I gave them my email and phone number.  
I received an email right away for confirmation of the order along with a link to check the status. I checked the order and all items still listed in stock.  
 
The next morning (Tuesday) I received another email that said the order is currently being processed, and that most orders will be shipped within 1-2 days.  
 
Tuesday evening no package and no email notice. I checked the status online and still everything in stock and no problems listed. The confirmation email said 1-2 days, so I guessed it would ship the next day.  
 
Wednesday evening still and no package. Check the order online and still no problems listed. I send an email asking if there is any problem with the order. I start looking online to see if there are any complaints about svc.com shipping. I see a few complaints of orders taking a long time to ship.  
 
Thursday morning I keep checking email for replies but receive none and by 10:45 I have to leave the PC for the day. The status still shows all items in stock and no problems.  
 
Thursday evening still no package. I received an email that said my order was on hold and waiting for my reply because the heat sink kit was back ordered and they wanted to know if I want to have the in stock items shipped, or wait for the backordered item to be in stock. ?? I checked the order status online again and still it said all items in stock. I checked the SVC web site and it also said the heat sinks were in stock. Looks like the site cannot be trusted when it says an item is in stock. And they don’t tell you when they expect the item to be in stock, so how long would I have to wait? A few days? A week? Months?  
They did apologize in the email about the lack of notification and said the system should have notified me.  
Most other online venders I have ordered from do not hold the order and ship what they have in stock. If they have a policy that holds the order until you reply when something is not in stock, then they should give you an option when placing the order to ship all in stock items, or wait for backorders.  
So I send an email and say, “Please remove unavailable items and ship the order.  
I am disappointed that I was not notified about the order being placed on hold.”  
 
Friday I receive a shipping notice, less the heat sink kit. Now svc.com has the heat sinks listed as out of stock.  
 
Monday I receive my order. One of the fans was a Sythe 100mm sleeve bearing fan and the box did not have the plastic wrapper sealing it like all the other Sythe fans I have bought, but instead it was in an open clear plastic bag. In a quiet room, I plugged the fan into PSU 12v and it makes a rattling noise. I have another fan of the same model and it is quiet and does not slow down. This was a $9 fan so the shipping and time spent to go return it is going to cost me almost as much as the fan.  
 
I call SVC and talked to a customer service for an RMA and ask if they can help me out with the return because of the problems I had with my order. They had me talk to the supervisor and he said I had to go online and fill out the RMA request, and then as I understood him, they would have a number so I could call UPS for a pickup of the package to return the fan at their cost.  
I filled out the RMA request and it said I should get a reply in 1-2 days.  
 
After 2 days and no RMA I am beginning to think I will not be getting one.  
 
Four days later I get an RMA that said I pay to return the product and that IF they find the part defective, then they will ship me a new one. I am loosing my trust in SVC. I doubt they will even test the fan like I did in a quiet place and compare it to another of the same model.  
 
No real explanation given on why the item was shown in stock for several days that was not really in stock, why my order was placed on hold without notifying me until I asked about it days later, and the order status online did not show it was on hold.  
If there is no compensation for their errors, then what incentive do they have to try and correct the problems so they do not happen again? It has been way too much waste of my time to receive and correct this order from SVC. I would rather order another new fan from a vender that has given me a reason to trust them, rather than deal with the RMA and SVC.  
 
I would rather order parts from a trusted vender out of my area and pay extra for quick shipping than order from SVC again.  
 
 
 

Received a DOA (dead on arrival) power supply from svc. Box power supply came in was not sealed and the wires inside and bags did not seem new either. This box had been previously opened and the PSU used, which was evident based on the condition of the wire bags inside the box. I have purchased several power supplies in the past with the cooler master brand label and they all come sealed and correctly packaged with new wire bags etc.  
 
SVC did not refund shipping as per there shipping policy and it was difficult to speak with a live customer service agent. I would NEVER ordered from them again just based on the difficult time I had to talk to someone. Most of the return transaction was via email. That in addition to them not refunding me shipping charges and sending me a used piece of merchandise.

At first I wanted to start with a bunch of 4 letter words showing how upset I was. but than I thought about it and realized what was the point of a review if all it consisted of was ranting?  
 
So I am REALLY disappointed in the quality of service from SVC. I ordered a VERY IMPORTANT part Fri. and paid Overnight for it. I received a call a few hours later telling me that they were gonna charge me less and it would still be here Sat.  
Cool, save money and gets here next day.  
 
Ok now its Sat and no part. I figured ok Mon for sure, Nope. Now its Tuesday and still no part.  
Like I mentioned several times to the SVC staff it was REALLY REALLY important that I get this part quickly.  
 
So finally I calmed down and called them and was told "GET THIS"- because they wernt very busy my part never got shipped out till Monday.?????  
 
This is now the 3rd time I have had a problem with SVC and shipping. Three strikes and ur out guys, never going back.  
 
EDIT: 1 day delay?? Your employee said I would receive it Saturday...It showed up Wed. (thats quite a bit more than 1 day)  
And how exactly do you make up for those days lost waiting for the part? (you cant)

This review was modified by its author, markkleb, on 5/24/07 3:45 PM.

5/18/06  
Again, diverting from the store policy and common sense.  
Conflict of intrest: Asked for a Credit told no credits and no exhange for other products.  
 
How does one check a radiator for leaks?  
Maybe put water in it? I don't put water in a radiator so people can accuse me that it is used equipment. Yes I lost my fish, but did I ask them to refund me for my livestock?  
The unit is resellable/new condition, not even seen by customer service and accused to being contaminated; CONTINUES CONTESTING THE CUSTOMER over a measly $30.  
Poor service, high restocking fees, hassles, and good prices don't equivilate to good customer service.  
 
Imagine trying to explain that and get your money back???  
 
5/17/06  
-Purchaed radiator for water cooling and went to the store.  
Was first given a radiator that had multiple dents and subpar. Then was given a better one.  
 
-Did not satisfy needs for cooling aquarium and lost over $200 in livestock, fustrated, and do not want product now. The product is now 1 day old.  
I called Customer Support explained the situation was told to submit RMA without problems.  
 
In the policy states that all returned products must be 100% complete in all the original packaging materials, in resalable condition, and include any manuals, warranty cards, and any other accessories in the original packaging. We will not accept any non-defective products with broken or missing seals or products in used condition. It is the customer's responsibility to verify all compatibility issues before making the purchase.  
 
Next, I was emailed later the same day  
that used merchandise cannot be returned. The suggested that I used their product and since I ran water through the radiator I cannot return it.  
-The unit is in new condition and not a "used condition".  
-There are no scratches or blemishes with original packing intact, no damage.  
 
-Was told unable to exchange product for another product.  
-NO Store credit  
-Unable to return for a 20% restocking fee and accused that the product is in a used condition.  
Will not return further emails for support.  
Told to sell product myself online for someone else myself.  
 
Customer support is below par with ridculous no opening return policy that is not clearly stated.  
Also charges a healthy 20% restocking fee that was already aware of.  
 
Clearly Dissatisfied and will contact the BBB.  
 
BEWARE! of SVC "CLEARLY WARNED"

This review was modified by its author, superdragon, on 5/23/06 11:34 AM.

I ordered 2 items from SVC on the same day. I received 1 of the items as expected in the 5-7 day frame. The second items did not arrive with the first. I called customer service the next day to find out what happened. I was told that it had not even shipped This was 1 week from the order date. Both items showed in stock and and according to their advertisement they usually ship within 24 hours. I received no notification that there would be any delay in the order and the shipping notification that I did receive via email, made no mention of only one of the items being shipped. I requested a discount on shipping or to have the unit shipped overnight to compensate for this error/no notification delay, but was told "sorry,we can't do anything for you", and that I should receive notification when it ships. I now get to wait about another week before I can finish building my much anticipated computer system. This has got to be the worst customer service policy that I have run into. Most companies would bend over backwords to try and keep customers for repeat business. I will have to say that I will not be a return customer even though their prices are very competitive.

I placed an order 12/20/2005 and got half of it quickly and well packed. Unfortunitily it was short shipped, and 38 days later I'm still waiting on the other half. Very disorganized customer service. I've given up and ordered the parts somewhere else.  
:(  
I hope they get their act together again, because it seems they used to be pretty good.

Update: Contacted this company again via email and received a response promptly including phone contact. When situation was explained, Documentation was submitted to the company they refunded the money.  
 
VERY DISSATISFIED with this company. My business partner and I ordered serveral items from this company on December 29, 2005 because the prices on there website were very good, however, This company triple charged our check visa card on January 4, 2006 which resulted in insufficent funds fees in the amount of 64 dollars from our bank. When contacted the customer service rep stated that they had NOT charged us 3 times for this one order. He stated that they may charged us twice but not three times. The rep also stated that they were not responsible for any bank fees incurred by us due to their overcharging us. There was no talking to this rep and no refund to our account was offered nor has any been made. A complaint has been filed with our bank and credit card company in regards to the unathorized extra charges. We will never do business with this company again nor will we recommend them to others.  
Sincerly,  
Ben Warren  
Co-Owner of Comprehensive Computer Concepts

This review was modified by its author, ccconcepts, on 2/28/06 11:59 PM.

I placed on order 8days ago. 3days later I received an email that 4 power adapter cables ($.50 part) were out of stock and that the whole order was on hold and they'd be back within 4days for shipment. Fine, I waited.  
 
Today I receive an email that the power supplies I ordered are out of stock and another 4 days to ship. I cancelled the order. Their email explains that their inventory is not realtime, I think that's painfully obvious, 8days to tell me an item is out of stock.  
 
I didn't get any apologies when I called to cancel the order. Of course, they didn't give me a hard time either.

Ordered $100 worth of misc parts from SVC during the second week of October... 14 October I recieved an email order confonfirmation. 3rd week of october I sent an email asking for a status, and got no response.  
 
It's now 29 October, and still nothing from SVC. Very dissapointing.

10-3-05 After reading SVC's response to my review I feel compelled to say that either someone is badly misinformed or being less than honest!  
 
No email was received from SVC on Aug 20 -- I have carefully checked my Spam mailbox and with my email provider. No phone call was received either and I DO have a answering machine on that line. I check my email frequently and their invitation to make a review here at Resellerratings.com had no trouble reaching me on 9 Sept. No corrections were ever made (or necessary) to my address, email or phone number, but SVC DID respond immediately to my inquiry. I retain copies of all emails including headers and can post them here if necessary to prove my point. My original review (below) is completely factual and mild in criticism, but their attempt to shift the blame to me is both incorrect and unprofessional! As a result I have adjusted my overall rating downward.  
 
Original review:  
SVC took 22 days to verify my billing address and only then shipped. They claim this is not the norm and future orders will be processed "as quickly as possible."

This review was modified by its author, AdamBN, on 10/3/05 5:01 PM.

SVC used to be one of my favorite stores to shop from... Apparently, I never had to return anything until now. I ordered the wrong color of fan grills, and tried to exchange them for the correct color. I was told by the REP that I would be charged a 20% restocking fee, and I would have to pay for shipping both ways.  
 
Are you kidding me? All of the items were completely sealed and never opened. Then they said this was because their return policy says you cannot exchange an item, so I have to be issued a refund and refunds have a 20% restocking fee. By the way... here is a copy of their policy, if you can find where it says they don't do exchanges and will charge me 20% if I need to exchange something let me know  
 
<a href="http://imageshack.us"><img src="http://img95.imageshack.us/img95/2002/svc2je.jpg" border="0" width="1024" alt="Image Hosted by ImageShack.us" /></a>  
 
Pretty bad. It is funny how they make refrence to a retail store return policy. I don't recall ever being charged 20% and double taxed because I needed to exchange an unopened unused item for the same item in a different color.

This review was modified by its author, slavearm, on 3/14/06 6:05 PM.