Server Supply, Inc.

Customer placed an online order on 01/**/on the website which was shipped and delivered to customer under *** tracking *** on 01/**/We received a call on 01/**/from customer stating the unit shipped is incorrectServerSupply immediately issued an RMA and emailed a
prepaid label to bring the unit backWhen giving the information customer was informed this RMA will be valid for daysCustomer did not ship the product back and called back again on 02/**/and asked for another label to be sent and ServerSupply once again sent a prepaid labelDespite sending out labels customer failed to ship the unit back in the time frame allottedCustomer called back again on 02/**/requesting another label, since at this point the order was out of warranty, we decided to make an exception and informed the customer that we are willing to accept it back but we will no longer send a prepaid labelThis offer still stands, if the customer wishes to return the product, they may do so and we will issue the customer the refund requested

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Hi,
This proposal is NOT ACCEPTABLE!
REASONS:
The server is in Mongolia and return shipping would cost $
I have already purchased a main board on my own cost and repaired the server
Her is my absolutely last offer to settle this matter before I will give this case to my lawyer:
I will accept a refund of $paid to my *** account account "***"
If I have to take this to court, I will be suing for the damages that the unethical business practice of serversupply.com has caused me
Sincerely,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
ServerSupply's policies include the statement: "Server Supply is committed to make sure that our valued customers are fully satisfied with their purchasesHere is the details of the product conditions:All products purchased from Server Supply come with days warranty."In my initial emailed attempt to return the Cisco wireless access point I’d purchased, ServerSupply's immediate single-sentence response was, "This is a Factory sealed unit, once opened it is not eligible for a return." There was no attempt whatsoever on the part of ServerSupply's representative to determine if the purchased item was potentially faulty or defective, much less to make sure that I was fully satisfied with my purchase. Therefore, it appears to me that ServerSupply does not, in practice, honor their published 30-day warranty, nor is the business interested in making sure their “valued customers are fully satisfied with their purchases." In this instance, fully satisfied would include the return of a Cisco enterprise class wireless access point for a full refund in the exact same condition it was received (barring the opening of the box it came in) because the item failed to perform as it should have; this determination based on experience with both similar products and the exact same product procured through another retail merchant.It appears to me that ServerSupply offers the illusion of a warranty, promise of customer satisfaction, and product return within days, but the logical caveat that “sealed retail boxed items are not returnable when opened” essentially means that they will not honor the return of any new product once opened, regardless of the reason (including product defect, or customer dissatisfaction), thus negating the promise of both a 30-day warranty and full customer satisfactionTo me, this qualifies as a deceptive and unfair business practice; especially given that other merchants do, in fact, offer and honor the warranty and 30-day return periods promised their customers, and generally with no questions asked.In the past, I have made a practice of looking up businesses on the Revdex.com website prior to doing business with themUnfortunately, this time I did not, but if I had, I would clearly have seen that this particular business has a history of misleading it’s customers and treating them unfairly and dishonestlyI also realize that a small number of formal complaints usually translates into a much larger number of consumers who have been the victims of unfair business practices, but simply let the business get away with it not realizing they had some other form of recourse to hold the business to account
Sincerely,
*** ***

As stated in my earlier response, these switches are registered and belong to VeratoWe cannot accept these back as we cannot resell units that are already registered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The only repose I ever received form server supply was asking for an order ID number witch I never receivedI have tried to get ahold of server supply on many accounts but only received one answer, that was for a order number that I was NEVER GIVEN! I replied to the email that I never received such a number and I have not heard back from the scammers since
The company stole my money, and is refusing to do anything about it
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Complaint ID# *** *** *** placed an online order on 2/*/for arefurbished part with days warrantyAccording to Server Supply’s policies (allreturns must be done under the days warranty period)Which customer agreed todo by
clicking the “I agree to Server Supply’s Terms & Condition’s prior tosubmitting the orderCustomer contacted Server Supply via email on 4/*/toexchange/return the part which is beyond the standard warranty period and ***
*** did not purchased any extended warranty. As per the advertisement issue, Server Supply did not falsify any informationServerSupply clearly states that “Image may not exactly match Product”*** ***could have contacted Server Supply to verify which brackets the item comes withas “Image may not exactly match product” however customer did not contactedServer Supply. Fore more information onServer Supply Policies and or product description please login to *** Since Customer is dissatisfied with the merchandise, ServerSupply will make one time exception and take the merchandise back and issue a full credit.We urge Revdex.com to advise customer to return the merchandise toServer Supply under the RMA # ***, As soon as the merchandise is received a refund will be issued. Please have the customer ship the merchandise to the following. Server Supply.com, IncAttn: *** ***
*** *** ***
*** *** *** Thank youCustomer Service*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
*** failed to provide the full story.The issue here is not warranty returnsThe issue is *** selling an item in the US which was originally distributed somewhere in the Middle EastI own a computer consulting company and have clients who trust me to keep their information private and secureThe purchased item is a Dell SonicWall SOHO firewall - AKA a security deviceIn today's world, would anyone within the US trust a security device which came from the Middle East into the US? Absolutely not! Before I contacted *** customer service, Dell warned me that *** would offer to register the device for meDell does not acknowledge this as acceptable practice and will not honor the extended support/warranty I purchased through another resellerAdditionally, they warned that the device I purchased came from the Middle East and could be a potential security threat.Further, I asked *** if they would be willing to exchange the firewall I purchased for one that is intended for import into the USThey refused stating their warranty policyReputable companies I have dealt with in my 20+ years of computer support would gladly accept this offer in the interest of customer satisfaction.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Case ID# *** This part was supposed to ship from our vendor directly; unfortunately they are out of stockA refund has been issued in the amount of $back to customers PayPal accountWe apologize for the inconveniences Thank you

Case ID# ***Customer placed the order online and not over the phone so
it was assumed customer read all detail information of the merchandise prior to
placing an orderServer Supply’s website clearly states under the detail
information, the condition of the part which reads NEW with days
warranty
from our company. We do offer customer’s
the option to add a one year warranty which he did not purchaseHere is the
link from Server Supply website that list’s all the information including warranty
on the part ***Please review the screen shot of this page attached and copy
of the invoice*** *** purchased the items with days warranty
According to our policy all items must be return for a replacement or refund
within the warranty periodCustomer did not purchase any extended warranty for
the merchandiseThe item customer bought was not under any MFG warranty and
had passed the days warranty period with Server Supply.Since the item was purchased back in August, **, it is
no longer under Server Supply’s warranty, therefore we can not take the item
back nor is this order eligible for any refundAccording to our policy all
items must be return for a replacement or refund within the warranty period.Also *** *** has purchased the same unit on order #
*** on 8/**/which seems to be working just fineWorking life is hard
to predict on Server/Computer hardware, therefore it’s recommended that
customers purchase additional year warrantyWe get Factory sealed drives and
other units which are DOA right out of the boxHardware/ electronics can fail
anytimeTherefore its best to purchase additional warranty, and best to
contact the suppliers to verify information before placing an orderThank you,Customer Service*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
*** failed to provide the full story.The issue here is not warranty returnsThe issue is *** selling an item in the US which was originally distributed somewhere in the Middle EastI own a computer consulting company and have clients who trust me to keep their information private and secureThe purchased item is a Dell SonicWall SOHO firewall - AKA a security deviceIn today's world, would anyone within the US trust a security device which came from the Middle East into the US? Absolutely not! Before I contacted *** customer service, Dell warned me that *** would offer to register the device for meDell does not acknowledge this as acceptable practice and will not honor the extended support/warranty I purchased through another resellerAdditionally, they warned that the device I purchased came from the Middle East and could be a potential security threat.Further, I asked *** if they would be willing to exchange the firewall I purchased for one that is intended for import into the USThey refused stating their warranty policyReputable companies I have dealt with in my 20+ years of computer support would gladly accept this offer in the interest of customer satisfaction.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, *** ***

Case ID# *** This part was supposed to ship from our vendor directly; unfortunately they are out of stockA refund has been issued in the amount of $back to customers PayPal accountWe apologize for the inconveniences Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
First of all, the date of the order 6/**/can't be determined for the day warranty to startThe delivery of the server took very long and server arrived on 7/**/in New York at my location
I informed erversupply the same day that the server is defectiveI eMailed serversupply that the server had arrived DOA (Dead on arrival ) and that three parts that were sold to me are unnecessary, since they were already in the server by original configuration
Serversupply told me that the original Hewlett-Packard warranty has expired AFTER the server was already delivered to me and when I noticed that it was DOA! My order was for a BRAND NEW server WITH FACTORY WARRANTY!!! See attachment "Server description from serversupply website"
Additionally, they told me that the serversupply warranty of days has also expiredSee attachment, screenshot of eMail responses of *** ***, *** *** and the serversupply RMA department
They NEVER agreed to take the entire server back but always claimed that the warranty had expiredInstead of sending me a BRAND NEW SERVER WITH FACTORY WARRANTY, they send OLD, USED and DEFECTIVE PARTS
Further investigation showed that this server was manufactured in 2012!
Hewlett-Packard Servers are modular built with "Customer Exchangeable Components" therefore, HP's policy is to return only the defective part(s) for exchangeNone the less, serversupply never agreed on taking the entire server back
The always told me that HP and serversupply warranty had expired as you can see by the attachments as evidence
I had to buy a new main board for $in order to fix this server, therefore I am claiming a refund for the very same amount which is reasonable
This unethical behavior of selling old and defective parts has caused great damage to my business!
I will only accept a refund of $to solve this case
Thank you
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The shipping labels were never receivedAs we discovered on the third attempt to get the shipping label, their email was being flagged as spam and deleted due to how their sending domain is setupWe opened up our spam filtering for the third label but they refused to send oneI can't understand why they refuse to pay for the return shipping on a product that was incorrect in the first placeThis is unacceptablewe have shipped the product back at our expense and will be waiting for a refund due to the advertisement of the product being incorrect which resulted in the incorrect shipment in the first place and when trying to get the correct product, there is a large difference in price
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The complaint is in regards to us paying return shipping for the return of the incorrect product they shipped usThey should be fully responsible for the return shipping when they shipped us the wrong productNot us
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,*** ***

Sourced a "new" board through themThey sent a used board that was dead on arrivalThey gave me a return authorization agreeing to send a replacementThey sent me the wrong board as the replacement, one that costs less on their site, and does not support the CPU I useI have been refused a replacement, told I can again pay shipping and a restock fee to receive a partial refund of my purchase cost, as they feel the board is "good enough" for my usesThey name it a direct replacement when it has known defects in design and WAS PULLED FROM USE in these computers and replaced with a upgraded version with higher reliability, speed, support, and a higher price WHICH I PAIDThey refuse to refund the original shipping from when I returned the defective product, and refuse to replace or refund the incorrect product without taking a percentageThe more mistakes they make, the more money they charge meAs of now they refuse to pay return shipping on the incorrect product as wellI plan to open a PayPal dispute, as Joy, a service rep who refused to transfer me to her superior and hung up on me, seems to be the only one answering inquiries, and she clearly will not be trying to correctly rectify the situation they themselves createdConsumers beware, Revdex.com please adjust your rating appropriatelyServer supply will only try to skim money from you

As stated in my earlier response, these switches are registered and belong to VeratoWe cannot accept these back as we cannot resell units that are already registered

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, *** ***

Case ID # *** *** placed an online order for a Refurnished part at
$on 10/**/2015. Please review the
attached copy of the invoice for details. Server Supply advertised the part as a basic docking station in a
refurbished condition and never stated it came
with a power or any other
accessories. Customer could have called Server Supply prior to placing an
order to verity if the unit came with anything else beside a docking station as
we are clearly advertising the unit to be a basic docking station *** *** also disputed the transaction with
*** for this orderHowever *** closed the case on Server Supply’s favor
as Server Supply shipped what the customer placed the order for.Server Supply will make one time exception and issue a full
refund for the orderCustomer does not have to ship back the unit; he can keep
or discard the docking station.Thank youCustomer Service Dept.Server Supply.com, Inc