Yohannon (yohannon) wrote,

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How to Piss Yo Off

Mistakes happen. People, being human beings and not soulless automatons,  sometimes goof. Learning to accept that in others (and, perhaps as important, in myself) is an important lesson in life.

But trying to make me pay for another person's mistake?!

Recently, they cleared out the old hardware at work. Aside from the incredibly old laptops (running NT 4.0 on 64MB -- does that answer that unasked question?) and a slew of CRT monitors, there was a 24 inch Samsung Syncmaster 240 T. When this bad boy was released in 2002, it ran over $2600.00, retail. There's nothing wrong with the monitor itself -- the problem has always been crappy AC adapters dying on it. After they killed the third one, I suggested that the problem was under-specced adapters, not the monitor. However, the developer in question didn't have time to muck around with such things, so they just got another display.

So I managed to score a killer LCD -- I just needed to apply my killer internet search skills to find a new power brick.

I found one online from Impact Computers. Ordered it last Friday, and it came today. Aside from the horribly abused UPS box, it was fine -- except it wasn't the right power supply. The part number matches the invoice, which lists the supply as a 14 Volt, 6 Amp supply, but the part itself is labeled as 14 Volt, 3 Amps, both on the package and the Adapter itself -- which, from what I can tell, is a 12 dollar adapter.

Since the display peaks at 95 Watts, the supply would last maybe a few hours before toasting.*

No worries, shit happens. I go to get an RMA number from Impact.

Except their online RMA system was broken -- so I had to call their NON-toll free customer service line. In Florida.

I was stunned to discover that they expected me to pay shipping to return the power supply for replacement -- so much so I opted for a refund, especially when the drone who answered the phone told me that it was "company policy" and clearly outlined on their website.

Already ticked, I was put over the edge when they sent me the following "helpful" e-mail:
We were informed that you have requested an explanation for the reason why you need to pay for the return shipping charges.

All the orders are defined under the terms and conditions on our site and are accepted by the customer when an order is placed.

For our Warranty and Return Policy, please visit

The site states in the section of Shipping Charges:
"The customer is responsible for all shipping charges on return items. All related fees (shipping and return shipping fees) are non-refundable for all items."

Once we receive the part you sent to us we will process your return as soon as possible.
In other words, I was not only eating the shipping for the return, I was also going to eat it for the incorrectly shipped item. That's 13.28, plus another few bucks for the return trip (a USPS box should do it) -- so call it about 20 odd bucks for the privilege of receiving the wrong part, or about 30% of the adapter price.

I'm seriously considering, for the first time ever, disputing the shipping charge. First, I've sent an e-mail in reply to Ms. Mozer Cunha (almost looks like an anagram, don't it?) noting my displeasure (firmly, but politely) at such piss-poor customer service, giving them an opportunity to make this right -- if they do, I'll tell y'all here.

If not, I'm going to dispute the charge against my Amex card -- if they kick and scream I'll post that here as well.

Considering I've been ordering stuff from the 'Net for over a decade now, this is the first time I've felt this hosed. A good run, actually.

* For those who forget their High School physics classes, you get wattage by multiplying Amps by Volts -- thus 14 * 6 = 84 Watts. The one sent would be 42 Watts. "Honey, what's that burning smell?"
Tags: geek, rant
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