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 Post subject: ibuypower - the downward spiraling experience
PostPosted: Tue Feb 03, 2009 9:17 am 
8086
8086

Joined: Wed Jan 07, 2009 10:11 am
Posts: 12
FYI

I ordered on January 6th. They sent the wrong computer, RMA'ed it back, and have yet to make good, or give me an update.

Last call I MADE TO THEM, they said it would be built within a week. I sent the e-mail below.

- - - - -
Hello Team iBUYPOWER,

At the moment, I'm not sure why I'm taking the time to write this letter.
My experience so far has indicated that there is no concern at your end of
the line, and this letter will serve little purpose.

I guess I'm writing with the hope that someone there sees this note and
takes the initiative to make changes in the way iBUYPOWER interacts with
its customers, if not just me.

After my existing computer took an impressive turn for the worse (it was
due) I did a lot of research with the idea of building a new one on my
own, until I discovered your company. I was blown away by your prices,
curious about your profit margin, but mostly impressed by your 3 year
warranty. I read some shakey reviews, but overall you rated well enough
for me to place faith in your products and services.

I got the initial e-mails confirming my order and that credit had cleared. And then waited with increasing excitement/impatience before getting an
e-mail that said it had shipped.

When it arrived, it was altogether the wrong computer.

The shakey reviews I read before hand were written by customers that also got the wrong components and were told by customer service they got the right order and that was that. When I called, I was told an inventory scan indicated I got the right stuff, and I thought I was up the same creek.

Fortunately, you gave me an RMA. The wrong computer rolled back into your door yesterday at roughly 2pm.

Everything's working like clockwork, right? Well, this is actually the
bit that's bugging me. I've received absolutely no notice or phone call
giving me an explanation for what went wrong, the status of my order, what your team is doing to make things right, or what I can expect and when. (Online order status lists nothing beyond 'shipped' notification)

I've had to call you. You've got my money and I had to call you.

And each time I've called, the team member I talked to seemed in a hurry
to get through the phone call. What's more, I'm offered the least amount
of info on hand. You've got my money. I need to be assured that you're
making good on your end of the deal, and are working hard to get it
corrected with no delay.

Perhaps my perspective is skewed. When a client of mine is not happy with my company's services, we do EVERYTHING we can IMMEDIATELY to make sure they ARE happy in the end. Even if we can't act immediately, we'll reassure them of their priority to keep them comfortable with their investment. I can't even get that from your team.

Already inconvenienced by the error, your RMA shipped ground (another
week's time). When I pried (info that should have been offered up front),
I was told my computer would be by built within the week. And when I
pried about shipping, was told it would come by 3-day shipping. These are
not impressive moves to correct your error in a timely manner.

What really digs under my skin is that on top of this, no one has asked if
there was anything else I wanted. There IS (mostly more info), but
apparently no one cares to take note.

All of this and somehow I'm supposed to be happy and comfortable with the large sum of money I threw in your direction.

Feel free to reply or call. I will be surprised.
- - - - -

The following day I had 4 e-mails from them with status updates on my computer. When I checked their online status feature those 4 updates were all for the wrong computer the had previously shipped and been sent back.

I can understand a slip up. I even understand that I'm not paying for customer relations (the profit margin looked so small when I priced components on newegg). But I've fallen through SEVERAL cracks, and that's unacceptable.

Their 'built within the week' deadline is today. If they cannot give me a straight answer on status then I will cancel my order and do the right thing by getting busy building a system myself, 'warranty' be damned.


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 Post subject:
PostPosted: Tue Feb 03, 2009 9:20 am 
SON OF A GUN
SON OF A GUN
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Joined: Mon Nov 01, 2004 5:41 am
Posts: 11605
This is a Dog pound issue. Carry on!


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 Post subject:
PostPosted: Tue Feb 03, 2009 9:28 am 
8086
8086

Joined: Wed Jan 07, 2009 10:11 am
Posts: 12
Ah. Sorry and thanks CrashTECH!

I will update after my call today.

Any other experiences out there? Good? Bad?


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 Post subject:
PostPosted: Tue Feb 03, 2009 8:47 pm 
Coppermine
Coppermine
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Joined: Mon May 29, 2006 3:17 pm
Posts: 636
Search for ibuypower in the MaxPC forum search. You will find many horror stories

When you build your next computer (highly doubt ibuypower will help you with anything at this point), we're here to help as well :) . Hopefully you will get your money refunded as well, because that might be a hard thing to do.

Edit: Crap.. I thought this was an AlienWare post...


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 Post subject:
PostPosted: Wed Feb 04, 2009 5:17 am 
8086
8086

Joined: Wed Jan 07, 2009 10:11 am
Posts: 12
Thanks Budgetperson...

Ha! Alienware... ibuypower... it still works. I did a search and it was the horror stories that made me decide not to give them a second chance.

And I'll definitely be leaning on the good folks here to get my own build put together.

Here's my conversation last night.
It's surprisingly dull, but still telling.
- - - - -
IBP- Hello?

Z- Is this customer service?

IBP- Yes. How can I help you?

Z- I want to cancel my order.

IBP- What's your order #

Z- (rattles off number)

IBP- Uhhh.... You're computer already shipped to you.

Z- Yes. It was the wrong computer and it was shipped back to you. I have an RMA number (rattles it off while wondering how they don't have that on my order history)

IBP- So you don't want your computer, you just want a refund?

Z- Yes.

IBP- (long pause) Okay. You're all set.

Z- Do I get a confirmation number for this or anything?

IBP- Your customer # will work.
- - - - -

They didn't even protest, but we'll see if the credit posts.

Either way, I've already talked to my credit card company (what's in your wallet?) and they're prepared for a dispute.

Looks like I'm on my way to sunnier computing.


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 Post subject:
PostPosted: Wed Feb 04, 2009 5:30 pm 
Thunderbird
Thunderbird
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Joined: Thu Mar 06, 2008 9:07 am
Posts: 839
Location: Maryland
sorry about ur bad experience. I used newegg to build my rig. I ordered the wrong external case (about $12). I offered to ship it back. They said keep it AND they credited my account. How's that for customer service.


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