Gemini Computers, Inc.

Review: Defective Product. They did not issue a full refund as stated in return policy.Desired Settlement: I would like a full refund, minus the cost of shipping. The only refunded a partial amount.

Business

Response:

Dear Client & Revdex.com Representative,We have received your request for a Return ManufacturerAuthorization (RMA) on 8/* and on 8/* we emailed you the returninstructions. On 8/** we received theproduct back and processed it as an Open Box return as the original RMA was notapproved by the MFG as a Defective product. Based on that, you were assessed our typicalrestocking fee and you were refunded $247.83 On 9/** we show that contacted us regardingthe restocking fee and it was escalated to a returns supervisor and reduced to10%, essentially refunding your accounting another $30.98. We unfortunately can’t retroactively changethe request with the manufacturer from an Open Box return to a defective returnespecially since you don’t have a case # from them. However, in an effort to placate the situation,we have refunded you the remaining balance of $30.97 that was paid on thisorder including the initial shipping & handling fees which we have nowrefunded you in full.With regards to any other or future orders, we’ll be morethan happy to submit the request to the manufacturer on your behalf once we obtainfrom you a detailed description of the problem. Please include any and all possible case # from the MFG. Or a technicians name with their extension sowe can create a case # and proceed from there. Your satisfaction is our number one concern so please callor email us if you are not 100% satisfied with your order. ###-###-#### or [redacted]Thank you GCI –Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We purchase an [redacted] Printer from Gemini, upon receipt we connected the printer to our system. The printer started to print the test page then stopped. It will not turn on at all. We checked our sytem and circuitry and the printer is just dead. I requested an RMA for the printer and was told I had to contact [redacted] and get a case number and speak to someone there so they could verify the printer was defective. 1) The printer will not power up, it is defective. 2) We purchased the printer from GeminiComputers not directly from [redacted]. It is Gemini's responsibility to honor the RMA. WE even ordered a second printer from Gemini so we wouldn't have to go through a time consuming exchange, we simply want a credit for the first unit which is defective.Desired Settlement: Please send us an RMA, we will ship the defective unit back to Gemini, then credit our account.

Business

Response:

We

regret to hear that you were not 100% satisfied with your recent purchase

through our [redacted]

website. We have reviewed your Revdex.com Complaint # [redacted] and according to our

records we show that you reported an issue your new printer on 8/**/2013. At

that time the issue was escalated to our RMA Dept for a return approval. That

process typically takes 4-5 business days as disclosed in our terms and

conditions and the automated email that was sent to you on 8/**/2013. We do

show that on 8/**/2013 your RMA was approved for return and return instructions

have been email to you.

In addition, we will be sending you a pre-paid UPS return label to your email

in PDF format to eliminate any shipping and handling fees that you might incur.

Thank you for your continued patronage and please don’t hesitate to contact us

directly with any further questions or concerns.

GCI management

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is true that you finally issued an RMA, but not without my complaining to you about your procedure. You want to push the responsibility on defective equipment to your customers. Why should any customer of yours need to contact your supplier. You are an extremely unprofessional company and we will never do business with you again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

As stated in our previous response, we thrive to make sure you are 100% satisfied with your purchase. We regret to hear you had issues with your [redacted] purchase however we do show that the defective unit was returned for a full refund and replacement order has been sent to you. Should you have any concerns don’t hesitate to reach out to us for assistance at ###-###-####

Thank you for your patronage and Happy Holidays