I have purchased from TigerDirect in the past and had many good experiences, however this most recent purchase was a bit of a mixed-bag.
I was in the market for an inexpensive laptop and had selected a Gateway T-1424u that met all of my criteria. It was explicitly advertised as being eligible for a free upgrade to Windows 7 (I have screenshots from the product description page as well as various TigerDirect advertising venues). Unfortunately, this turned out to have been a mistake on the part of someone in marketing or web site maintenance. Even more unfortunately, that was a large part of my evaluation in determining which computer to purchase (and from whom).
I called TigerDirect and was eventually put in touch with supervisor Rick (ext. 5836). He was very courteous, and informed me that while they could not offer me the free upgrade (as that promotion was being handled by a 3rd-party) they could exchange the computer for another similar model which actually DOES qualify for the free upgrade. We selected an appropriate replacement and I was immediately provided with a return label. I shipped the laptop back on 09/30/09 and it was received and verified on 10/07/09.
Unfortunately, there was yet another problem. Between the time that we determined a plan for resolving the situation and the time that the computer was received and verified by TigerDirect, they had sold all the computers which we had agreed upon as a replacement model. I was put on backorder and I was not notified until I called for a status update on 10/10/09. I was told (by "Jay") that it would be about 2-3 weeks before the replacement computer arrived and was shipped out. By 11/02/09 I still hadn't heard anything from TigerDirect, so I called again and was informed (by "JP") that the shipment had not arrived and that they wouldn't even be able to provide an accurate estimation of arrival until the middle of November.
At this point it had been over a month since my initial purchase and there was no guarantee that I would even have my computer by December. I began evaluating my options and started looking around for other possible laptops that met my needs. Unfortunately, by this time Windows 7 had already been released and most vendors had liquidated their supply of laptops in my price range (since they were packaged with Vista). This put me in a bind as my options were now severely limited. I was able to find an acceptable computer locally on clearance (the last one in my area), so I made the decision to purchase it and get a refund from TigerDirect.
They did refund my money promptly, which was nice, but the whole ordeal could have been avoided if they had simply reserved the replacement computer for me immediately once we had made the agreement for an exchange. (I suspect that this has less to do with inattentive Customer Service and more to do with company policy though.)
I wasted a lot of time waiting for my computer and had I not taken the initiative and purchased one locally I would still be without the laptop (as it is not yet back in stock at TigerDirect).
Summary: TigerDirect has some good people working in customer service--nearly everyone I spoke with was polite and helpful--but I got the impression that Customer Service has very little authority in handling problems that are outside of the ordinary. I would like to thank Rick for his attempts to resolve the situation in a more satisfactory manner, but this particular experience was very disappointing and I will definitely keep it in mind when purchasing certain types of products from TigerDirect in the future.
I ordered the Evga GTX 295 hydro and had the wire transfer completed friday 6th November 2009.
The product was delivered wednesday 11th November 2009.
What do i have to say? Well the service is one of the best i experienced and the delivery time was just WOW since i live in the UK and delivery was fast! I surely will order from Tigerdirect.com if i cannot get goods in the UK (since you have to understand that i have to pay duty tax outside US - in this case it was $150+ for this GPU). But i did not complain since the service from Tigerdirect was excellent.
I feel Tigerdirect should give lessons to many companies out there on how to deal and serve customers.
Well done Tigerdirect.com - just pure class from you guys. Keep up the good work.
Clark ext. 5952 The Wonderful Customer Service I have ever gotten. He so knows his Computer Parts and the capabilities for PC Shopping. He is so knowledgeable in his field of work. I have had my clients call him for advice and what he thinks is the best buys for each one of their needs. He has always returns my Calls or E-mails about my orders. Shopping with Tiger Direct is the only way I go. I have never had a bad experience with my Computer Orders with Tiger Direct and Clark. Thank you Clark, for all your wonderful Customer Service.
I spoke to a series of Tigerdirect customer service agents, so I could return a defective product. I went over the expiration date for the RMA number and warranty and was very concerned I'd be stuck with the defective monitor. I spoke to Rick @ ext. 5836 who quickly resolved the issue and renewed me a new RMA and postage. I found Rick and the other customer service agents to be incredibly helpfull. I run a website design company, and will be definately ordering from them in the future as well as referring customers and friends to tigerdirect for timely and fair service.
Out of sight service!! Rick @ 5836 gets a 5 Star Gold rating for his help in placing this order and assisting me with a return. I have been doing business with your store for about ten years and have never had a problem. I also appreciate the prompt shipping. I sometimes get my order in one day!! Thanks Tiger, Rondo
The order process was quick and easy. However there is some confusion on how to select either a software download or a retail box. I guess I will find out when it is shipped.
The customer service rep. "Brian" that I spoke too on the phone was fabulous! I'v spent a lot o money these past couple of weeks with your company. Brian was very knowlegeable and helpfull! Thanks for haveing such a GREAT employee! Ms.Tracy Jaworski
I had quite a bit of trouble locating the rebate form for the CA10-7975 Internet Security Suite that I had purchased and was ready to send it back and resort to "Plan B." While I was out Lester at ext. 5920 left me a message. When I called him back he had things all straightened out and ready to go. Thank you Lester!
The transaction was easy however I was overcharged $20 but they said it would be credited however when I called about the overage the customer service. rep talked me into a free security program which in fact was $69.99 but I was told I would get that back in a rebate. I have had nothing but trouble trying to get the correct forms to submit the rebate. In addition, we were under the impression it had a word processing and excel program preloaded.. when we logged on we were advised that we only had 25 uses of the program and then we would have to buy another program for $169 (windows office) if i would have known that I would have gotten a different computer that included the office program . it was very disappoiting. i went back to item and this is what it said ". It runs Microsoft® Windows® XP Home Edition, and helps you edit documents, read email, surf the Internet and enjoy your digital media smoothly and reliably right out of the box" NOTHING about having to buy additional programs. I found this statement misleading in addition to having to spend an additional $169 for word office and not being able to get the rebate forms for the $69.99 this was definately NO BARGIN. I would not recommend this place to anyone and I almost convenienced my boss to place our order for 5 new hard drives for the office from them. Can you imagine how embarrassed I would have been !!!
Reseller Reply
Posted
by
11/17/09 5:54 PM
We apologize for the inconvenience,
Our records indicate you were provided with a $20.00 credit back to your account as per our Price Protection Guarantee on 11/6/2009 due to a price drop on the product the day after you purchased it.
As far as the PC is concerned, our records indicate this product does come with Microsoft XP Home Edition, which does have the capability to edit documents, read your email, and surf the internet. Microsoft XP comes pre-installed with a basic word processor called WordPad which is available under the accessories, along with the free version of Microsoft Outlook called Outlook Express. The PC does not come pre-installed with Microsoft Office 2007, this must be purchased separately for advanced editing and email programs such as Microsoft Word and Microsoft Outlook Professional.
To retrieve our rebate forms we have a Rebate Center Tab directly on our homepage. If you visit TigerDirect.com, you may click on the yellow “Rebate Center” button in the center of the page to retrieve all rebate information and forms associated with your particular order number. Afterwards you must follow the instructions on the PDF form to continue to claim for your rebate.
We hope you continue to do business with us in the future and if you require any additional assistance you may contact me directly at ernie@help.tigerdirect.com at your earliest convenience…
My order was placed, confirmed and shipped promptly. However due to a problem with the Vista SP updates, my brand new pc died and would not boot up. A weeks worth of extremely frustrating phone calls to HP Tech support who were no help, I decided to return the HP back. Freddy X5840 was extremely helpful, POLITE,friendly,fast, got my return shipping as promised and helped me through making a new purchase (not an HP). It is a pleasure to deal with a company that values it's customers enough to not outsource their customer service to another country. While I still have to wait for the refund to complete, I am sure that if I do have any problems a phone call to Freddy will take care of it. I won't have to dread making a call to customer service personnel who read from scripts, can't answer questions that are not on their scripts and are rude to boot.
Thank you!
Keith helped me to select the correct power supply after I was ready to order a unit that would not work. He was very knowledgeable, polite and efficient!
Wow, what great service and speedy delivery. Steve at Extension 5833 was simply outstanding. He helped with a return and new order, all in minutes. Thank you!!!!
I'm writing to let you know what great service I got from your sales Rep Thomas Rich Rhudy extension: 5855. He helped me place my order and upgrade several of the items I was purchasing to maximize the efficiency of my new PC build. He also helped me with some returns explaining the process perfectly. It is great to see that as your company has grown you have been able to maintain such a strong focus on good, basic customer service unlike many chains in this industry. The fact that each of my experiences with your company has been like this is why I will continue to shop Tiger direct for all my personal and business electronics and computer needs. Your prices are the best and your service is so far above your competition that I ask myself, why go anywhere else?
Thank you tiger direct, you have a customer for life.
This review was modified by its author, InsuranceJasonB, on
11/13/09 10:39 AM.
