This appears to be a situation of unrealistic expectations, and lack of documentationThe first event is on the customer, and the latter rests on a former employee of the company and ultimately the companyThe customer understood they were buying a used computer, and he was told if it didn’t work for them bring it back and we will find him something that would meet his needsThis is the exact same thing that is told to everyone purchasing a used computerA total of $via a credit card was paid on 12/28/That is the last thing I can undoubtedly verifyFor whatever reason no receipt was given to the customer upon returning the computerCustomer states it was the next dayI had trouble verifying it was even brought back let alone whenWe moved from one location to another starting 12/31/The customer came into the store in late February to utilize the $towards a new computerThe story the customer told sounded somewhat familiar to me, but I couldn’t find any paperwork to confirm it or the computer that was supposed to have been returnedThe employee that handled the customer resigned 1/8/16, so verification becomes even more difficultWe were able to speak with former employee and he stated “I don’t actually remember it but if J [redacted] says he brought it back then he did.” Once locating the computer “I believe” is the one in question I hooked it up and started itI found an issue with it that was very common in late through early with Windows updateThere was a flaw in updates that would utilize 100% of the computers resources and never release themThis computer had been sitting on the shelf and was thrown into this flaw once hooked to the InternetGiven this flaw the computer probably did seem slowOnce a software patch was made, the computer began running fineHowever, at this point customer has decided he wants a new customer built computerI located the quote for the $custom computer quoted in December and it was for a very basic machineAfter [redacted] discussed the customer’s actual needs with him it was decided he should build a machine specific for what it would be used for primarily, which was handling “Dee Jay” functionsThe machine that was quoted originally was AMD only and it lacked the second DVD burner needed and less memoryThe spec s was upgraded to include a larger power supply, a Western Digital hard drive, a high end sound card and upper end DVD burners including one with DVD scribe, faster memory and we doubled the amount of memoryA quote was given in both AMD and IntelThe power supply and hard drive were for future expansion, while the sound card and DVD drives were considered imperative to optimal performance based on the customer’s stated needsGiven our understanding of our customer’s “thrifty” shopping habits, we told him “these are not final, if you want me to tweak anything I would be more than happy to.” About a week goes by (days to be exact), and we received a voicemail message from the customer stating he had purchased a computer at Sam’s and he stated he wanted to “get a refund or whatever you all want to do.” I was out of town that day, but I called [redacted] and told him that if the customer called or came in explain to him he has $store credit and that is allThere was never an option of a refund and he was fully aware of that from the startAfter listen to this message several times, I reached my end with this situationSTORE CREDIT ONLYAs previously mentioned, the customer state he purchased a computer elsewhereHe said, “for $499, It’s a Dell, it’s got everything I need.” Perhaps it had everything he thought he needed, however it lacked DVD drivesIn fact it came with DVD drivesIt sounds like they didn’t listen to their customer’s needs when helping him choose a machine, or he took the specs we gave him and tried to matchEither way, it appears he didn’t get from Sam’s what he wanted or neededHe kept stating in his message “we just are not in the same ballpark.” I would have to agree with him, because he is seeking to quench a champagne thirst on an economy beer budgetThis goes back to unrealistic expectationsIf you want someone competent to help you with a product you are unfamiliar with it comes at a costHe got what he paid for at Sam’s, and I must admit the irony of him stating it didn’t have DVD drives almost made the entire situation all worth itHe will probably be in for a real shock when he starts hooking all of his USB devices to machine for a show one night and they crap out the inferior power supply that comes standard with the $Dell desktopWe would know, because we are authorized resellers of Dell computers, and see this regularlyHad the customer mentioned interest in a Dell machine we could have matched and came within $of the Sam’s price, and I would have made sure it had DVD drivesWhen the customer came into the store we offered to put DVD drives in his new machine, but he stated he wanted his “cash” backIn fact, his insistence on cash raised one of several red flags in this transactionHis purchase was with a credit card (something he did state in his complaint), yet when in the store, he implied that it was cashI was able to verify it was paid with a credit card and not cash, so that somewhat concerned meMy inability to verify the return of the computer was another red flagI don’t believe there is anything sinister going on, but on the surface it sure looked that wayAre a former employee and a customer working to together to con the company? That is highly unlikely and improbable, but still possibleI have seen worse done for less moneyWe go to great lengths to satisfy our customers, and to prevent these types of complaintsIn fact, we have lost money before when we were 100% correctMany times it is just easier give the person what they want, no matter how unreasonable it seems to prevent the headache and hassle of answering to a complaintHowever, every now and then you encounter a situation where you at the end you become unwilling to budgeWe could have easily given him $and wished him a good day, and it may have come to that once I got back in townHowever, the customer threatened us with a Revdex.com complaint when he was told no refund, store credit only, and that may have skewed my willingness to compromiseI thought many times of calling the customer as I should have done after his threat, but I had reached an endThe customer mentions how we were trying to make up the $with higher quotes, and that concerned meDid we do that? The answer was noThe $computer was still available that was discussed in December 2015, the higher quotes come with different hardware and they were in line with quotes given for like items to other customersIn January we quoted an AMD machine for a DJ that was $more than an almost identical machine quoted for this customerIf anything we were offering him more for less to finalize a transaction from last yearPerhaps our custom built machines cost more than what you can buy at a big box store, but it is not the $or 30% he suggestsWe have found our custom built machines are within usually within 10% when exact specs are met “apples for apples.” Had he told us of the machine he was planning on buying at Sam’s, we would have pointed out it had no DVD drives and inferior power supply for what he wants to doWe could have matched the specs of the Dell for $by eliminating the DVD drive, downgrading the power supply, but that isn’t what he neededWe would have been willing to spend even more time explaining what he needed, researching parts, and reworking quotesI kind of expected to have to quote him a couple more times before getting his specs in line with his expectations and budgetRegardless, that didn’t happenHe purchased a machine elsewhere before giving us a chance to match any specs or counter offerWe have spent a substantial amount of time with this customer, and have usually charged him less than like customersIt is our time that is truly our stock in tradeWe have provided ample time to this customer at no chargeWhether it would be listening to how a big box store screwed him over in his employment, explaining to him how to do something, or listening to how his business is ran to better meet his needs when recommending computers, we have done thatThe computer he returned I am ethically obligated to format the hard drive and reload the operating system before selling it to anyone else, because it had been usedThis is a service we do daily for a charge of $In the rare occasion that occurs, it is a cost of doing businessWe reformat the computer and move on, but it still takes timeAll of the above mentioned is available for all our customers at no cost other than maybe the 10% difference they would pay at a big box store, and in most cases our prices are the same or even lessFor whatever reason, we did not give the customer a receipt upon returning the itemThat is a failure on our part, yet the customer should have insisted on some sort of paperworkI could easily say I am not doing anything without proof, but we didn’tIn light of us not issuing a return receipt I am will to issue a refund minus a restocking fee if the customer is willing to withdrawal his complaintI have listed both options below and will await the customer’s responseOption 1: $store credit which the customer stated in his own words in his complaintThis could come in the form of merchandise, labor or a combinationThis was the agreement from the start and remains available even with no proof of returning the itemOption 2: Withdrawal of complaint for Refund of $- 25% stocking fee for a total of $This is not something we normally offer to do, but I am willing to do so to end thisFull refunds are only given on new unopened merchandiseOpened or used merchandise is eligible for exchange onlyIf this option is chosen I will have a check for $for the customer within hours of agreement or a credit of $can be issued to his credit card within hoursFeel free to contact me with any questions you might have.Sincerely, [redacted] , General Manager Digital Solutions of KY, Inc
This appears to be a situation of unrealistic expectations, and lack of documentationThe first event is on the customer, and the latter rests on a former employee of the company and ultimately the companyThe customer understood they were buying a used computer, and he was told if it didn’t work for them bring it back and we will find him something that would meet his needsThis is the exact same thing that is told to everyone purchasing a used computerA total of $via a credit card was paid on 12/28/That is the last thing I can undoubtedly verifyFor whatever reason no receipt was given to the customer upon returning the computerCustomer states it was the next dayI had trouble verifying it was even brought back let alone whenWe moved from one location to another starting 12/31/The customer came into the store in late February to utilize the $towards a new computerThe story the customer told sounded somewhat familiar to me, but I couldn’t find any paperwork to confirm it or the computer that was supposed to have been returnedThe employee that handled the customer resigned 1/8/16, so verification becomes even more difficultWe were able to speak with former employee and he stated “I don’t actually remember it but if J [redacted] says he brought it back then he did.” Once locating the computer “I believe” is the one in question I hooked it up and started itI found an issue with it that was very common in late through early with Windows updateThere was a flaw in updates that would utilize 100% of the computers resources and never release themThis computer had been sitting on the shelf and was thrown into this flaw once hooked to the InternetGiven this flaw the computer probably did seem slowOnce a software patch was made, the computer began running fineHowever, at this point customer has decided he wants a new customer built computerI located the quote for the $custom computer quoted in December and it was for a very basic machineAfter [redacted] discussed the customer’s actual needs with him it was decided he should build a machine specific for what it would be used for primarily, which was handling “Dee Jay” functionsThe machine that was quoted originally was AMD only and it lacked the second DVD burner needed and less memoryThe spec s was upgraded to include a larger power supply, a Western Digital hard drive, a high end sound card and upper end DVD burners including one with DVD scribe, faster memory and we doubled the amount of memoryA quote was given in both AMD and IntelThe power supply and hard drive were for future expansion, while the sound card and DVD drives were considered imperative to optimal performance based on the customer’s stated needsGiven our understanding of our customer’s “thrifty” shopping habits, we told him “these are not final, if you want me to tweak anything I would be more than happy to.” About a week goes by (days to be exact), and we received a voicemail message from the customer stating he had purchased a computer at Sam’s and he stated he wanted to “get a refund or whatever you all want to do.” I was out of town that day, but I called [redacted] and told him that if the customer called or came in explain to him he has $store credit and that is allThere was never an option of a refund and he was fully aware of that from the startAfter listen to this message several times, I reached my end with this situationSTORE CREDIT ONLYAs previously mentioned, the customer state he purchased a computer elsewhereHe said, “for $499, It’s a Dell, it’s got everything I need.” Perhaps it had everything he thought he needed, however it lacked DVD drivesIn fact it came with DVD drivesIt sounds like they didn’t listen to their customer’s needs when helping him choose a machine, or he took the specs we gave him and tried to matchEither way, it appears he didn’t get from Sam’s what he wanted or neededHe kept stating in his message “we just are not in the same ballpark.” I would have to agree with him, because he is seeking to quench a champagne thirst on an economy beer budgetThis goes back to unrealistic expectationsIf you want someone competent to help you with a product you are unfamiliar with it comes at a costHe got what he paid for at Sam’s, and I must admit the irony of him stating it didn’t have DVD drives almost made the entire situation all worth itHe will probably be in for a real shock when he starts hooking all of his USB devices to machine for a show one night and they crap out the inferior power supply that comes standard with the $Dell desktopWe would know, because we are authorized resellers of Dell computers, and see this regularlyHad the customer mentioned interest in a Dell machine we could have matched and came within $of the Sam’s price, and I would have made sure it had DVD drivesWhen the customer came into the store we offered to put DVD drives in his new machine, but he stated he wanted his “cash” backIn fact, his insistence on cash raised one of several red flags in this transactionHis purchase was with a credit card (something he did state in his complaint), yet when in the store, he implied that it was cashI was able to verify it was paid with a credit card and not cash, so that somewhat concerned meMy inability to verify the return of the computer was another red flagI don’t believe there is anything sinister going on, but on the surface it sure looked that wayAre a former employee and a customer working to together to con the company? That is highly unlikely and improbable, but still possibleI have seen worse done for less moneyWe go to great lengths to satisfy our customers, and to prevent these types of complaintsIn fact, we have lost money before when we were 100% correctMany times it is just easier give the person what they want, no matter how unreasonable it seems to prevent the headache and hassle of answering to a complaintHowever, every now and then you encounter a situation where you at the end you become unwilling to budgeWe could have easily given him $and wished him a good day, and it may have come to that once I got back in townHowever, the customer threatened us with a Revdex.com complaint when he was told no refund, store credit only, and that may have skewed my willingness to compromiseI thought many times of calling the customer as I should have done after his threat, but I had reached an endThe customer mentions how we were trying to make up the $with higher quotes, and that concerned meDid we do that? The answer was noThe $computer was still available that was discussed in December 2015, the higher quotes come with different hardware and they were in line with quotes given for like items to other customersIn January we quoted an AMD machine for a DJ that was $more than an almost identical machine quoted for this customerIf anything we were offering him more for less to finalize a transaction from last yearPerhaps our custom built machines cost more than what you can buy at a big box store, but it is not the $or 30% he suggestsWe have found our custom built machines are within usually within 10% when exact specs are met “apples for apples.” Had he told us of the machine he was planning on buying at Sam’s, we would have pointed out it had no DVD drives and inferior power supply for what he wants to doWe could have matched the specs of the Dell for $by eliminating the DVD drive, downgrading the power supply, but that isn’t what he neededWe would have been willing to spend even more time explaining what he needed, researching parts, and reworking quotesI kind of expected to have to quote him a couple more times before getting his specs in line with his expectations and budgetRegardless, that didn’t happenHe purchased a machine elsewhere before giving us a chance to match any specs or counter offerWe have spent a substantial amount of time with this customer, and have usually charged him less than like customersIt is our time that is truly our stock in tradeWe have provided ample time to this customer at no chargeWhether it would be listening to how a big box store screwed him over in his employment, explaining to him how to do something, or listening to how his business is ran to better meet his needs when recommending computers, we have done thatThe computer he returned I am ethically obligated to format the hard drive and reload the operating system before selling it to anyone else, because it had been usedThis is a service we do daily for a charge of $In the rare occasion that occurs, it is a cost of doing businessWe reformat the computer and move on, but it still takes timeAll of the above mentioned is available for all our customers at no cost other than maybe the 10% difference they would pay at a big box store, and in most cases our prices are the same or even lessFor whatever reason, we did not give the customer a receipt upon returning the itemThat is a failure on our part, yet the customer should have insisted on some sort of paperworkI could easily say I am not doing anything without proof, but we didn’tIn light of us not issuing a return receipt I am will to issue a refund minus a restocking fee if the customer is willing to withdrawal his complaintI have listed both options below and will await the customer’s responseOption 1: $store credit which the customer stated in his own words in his complaintThis could come in the form of merchandise, labor or a combinationThis was the agreement from the start and remains available even with no proof of returning the itemOption 2: Withdrawal of complaint for Refund of $- 25% stocking fee for a total of $This is not something we normally offer to do, but I am willing to do so to end thisFull refunds are only given on new unopened merchandiseOpened or used merchandise is eligible for exchange onlyIf this option is chosen I will have a check for $for the customer within hours of agreement or a credit of $can be issued to his credit card within hoursFeel free to contact me with any questions you might have.Sincerely, [redacted] , General Manager Digital Solutions of KY, Inc