H T G Inc

Review: On HTG Inc ebay store, they sold me a used laptop. HTG Inc represented the laptop as a working one and offered a 30-day money back guarantee. Within 24 hours of receipt, the laptop started shutting down. As I notified them,they promised a better and working replacement. It took them 10+ days to notify me that they received the laptop and that they will NOT send me a replacement. Instead, they wanted to charge me 15% "re-stocking" fee. So, I was out a computer+out the shipping back charge, and they wanted to take 15% EXTRA!Desired Settlement: I want an apology and my shipping charges back.

Business

Response:

Business' Initial Response /* (1000, 8, 2013/07/18) */

Contact Name and Title: [redacted] - eBay Mgr

Contact Phone: XXX-XXX-XXXX

Contact Email:

On 5/31/13 the customer filing the Revdex.com complaint purchased a used Lenovo T60 Laptop from our eBay store (HTG_Tech). The laptop was delivered to the customer on 6/04/13 with FedEx. On 06/05/13 the customer sent us a message through eBay's messaging system stating that the computer did not work and turned off multiple times during use. An HTG employee responded to the customer's message and offered a full refund or a replacement laptop once the customer returned the original laptop as per HTG's standard return policy on eBay and issued an RMA# to the customer.

Our return policy, supported by eBay policy, is that customers pay for shipping on all returns. Customer did so and returned the product back to HTG. Customer sent us a message stating that he neglected to include the RMA# in the shipment which delayed the return in our receiving department.

Upon receiving the laptop back, I personally tested the laptop in order to replicate the problems but could not find anything wrong with the system. I did note that the power saving settings on the laptop were turned up very high, resulting in the machine going into hibernation mode after only 1 minute, even while on AC power. After adjusting the power save feature to more normal settings, the laptop experienced no problems.

On 6/19/13 I sent a message to the customer via eBay's messaging system informing him of my findings. Since the laptop was not broken, I informed the customer that we were unable to provide a replacement laptop since this one was working and could either send this laptop back to him at our cost or proceed with a refund of the purchase price and original shipping costs as per HTG and eBay's return policy. I also informed him of our 15% restocking fee listed in our return policy for any refunds for products that are returned for refund but not defective.

Customer did not find this resolution acceptable and demanded HTG to pay for his shipping costs and send him a replacement laptop. Before HTG could respond, On 06/19/13 customer initiated a dispute process through eBay's Resolution Center. Customer requested a full refund of the purchase price and original shipping, a credit for his return shipping cost and to not have to pay the 15% restocking fee.

On 06/20/13, I issued a refund to the customer through PayPal and eBay's Resolution Center for the purchase price of the laptop and original shipping cost (waiving the 15% restocking fee but not crediting the customer for his shipping costs for sending the laptop back to HTG). This action closed the dispute to eBay's and HTG's satisfaction and no further communication was made with the customer save for the negative feedback the customer left for HTG.

The terms and conditions, including the buyer paying shipping on returns and the 15% restocking fee, were clearly listed on the eBay auction from which the customer purchased the product. Customer is looking for a resolution that exceeds HTG's listed terms and conditions which are fully supported by eBay for the product purchased. By demanding additional restitution from HTG, the customer is in violation of eBay's listed extortion policies which could negatively impact the customer's eBay account.

HTG has not at any time offered to pay for the customer's return shipping fees and our return policy explicitly states that shipping costs for returns are the customers responsibility. If the customer did not find HTG's warranty and return policies acceptable, he should not have purchased from HTG, or alternatively contacted HTG prior to purchasing the product and requested additional warranty protections.

Copies of communications, resolution case, and other documents are available upon request.

Consumer's Final Response /* (3000, 10, 2013/07/19) */

(The consumer indicated he/she DID NOT accept the response from the business.)

HTG's response is wordy, inaccurate, and unacceptable. As consistent with my experience with them, it is late and ineffective.

My response as is follows:

- HTG sent a used computer that simply did not work and shut off repeatedly

- When I contacted them about it, they could have done some troubleshooting before specifically PROMISING (per written correspondence) an upgraded replacement computer. Instead, they asked me to simply return it and get a better replacement

- Once they received it, they REFUSED to honor the promised replacement AND wanted to charge me 15% re-stocking fee! The 15% restocking fee is in the fine print written at the very end of their ebay listing. It is far from clear or upfront.

- HTG failed on all counts of satisfactory customer service: 1) They misrepresented the computer they sold 2) They failed to followup and deliver what they promised 3) Having done business with them, I lost 10 days and $11 without an apology or making me whole.

Business' Final Response /* (4000, 12, 2013/07/22) */

[redacted],

Please accept our sincerest apologies regarding your recent experience with HTG. To ensure that we resolve this issue to your satisfaction, we have provided you with a refund on the return shipping.

Thank you