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Rating 2/10

I bought two items from Surplus Computers. BOTH were defective. Their return policy is nonexistent (exchange only). On top of that I have to pay return shipping charges, with no guarantee that the replacements work any better. I'll never do business with them again.

Rating 2/10

This store has very poor customer service and a very poor return policy. I returned a Nikon 35mm f/1.4 lens that I tested and deem defective. J&R tests the lens and claims it is good, and decides to deduct 15% from my refund (over $240 - not small change). I ask them to send the lens back instead (I will send it in to Nikon for evaluation/repair). Given that we obviously disagree on the quality of this lens I think that would have been a fair solution. But J&R refused.

They claim I have a high return rate and the manager accuses me of being dishonest and does not want my future business!

I previously returned a Panasonic GX1 kit which included the 14-42 X pancake zoom lens. I tested it and was having lots of issues with lens blur. (Google it to see the problems people are been having with this lens.) In this case I even phoned Panasonic support and they asked me to return the product!

I also returned a Panasonic 25mm that was having very clear decentering issues. I admit I do test camera equipment carefully to make sure it is in working order. But I think that is fair. I have been burned in the past by buying lenses that later turn out to be defective and require expensive repairs.

I think in this case I have just been unlucky in the products that I have received, but to be branded as dishonest by J&R is way out of line.

posted May-13-2012

A rep from J&R Music and Computer Wo, Jim-at-JR,has responded

“After having over 75% of the orders we have shipped to this customer come back for whatever reason, we decided that the relationship was not working for either of us. Consequently, we have decided to end it as we don't feel confident that we can fulfill his needs.

The customer called us and said that a high end piece we had sold him was defective so we took it back. When we tested it, there was absolutely nothing wrong with it so we did assess a restocking fee. This fee, by the way, was explained to him in detail when he called us for the return authorization.

Subsequently, he called us for yet another return authorization for a different item. This latest return, a $539 lens, was not assessed a restocking fee and a full refund was put through.

As we mentioned, we feel it is in our mutual best interest to part company.

Jim at J&R


1(800)426-6027 ext 1202”

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