On Feb. 25/09 I ordered the following from Tiger Direct:
- 2 Gateway FX4710 Q9300 computers
- 1 20" LG Flatron Monitor (recommended by the agent)
- and some other small items.
When received, I found that the monitor did not have a compatible cord for my video card. It only had a VGA cord. I went to the local computer shop and purchased a DVI cord. When I got home the cord didn't work. At this point, I assumed that the graphics card was not compatible with my monitor. My bad, but then I'm no expert.
I then called Tiger Direct, on Feb 27th/09, and my agent was not available, so I spoke to his superior. I explained the problem. He told me that it was compatible with the on board card. I informed him the reason I purchased the computer was to utilize the graphic card, not the less superior on board card.
The manager then offered to replace the monitor with a compatible one. He recommended a monitor. What he sent me the SAME monitor in a 22' size. At the same price as the 20". Nice of him, but it didn't solve the problem. At no time did the manager nor the sales person direct me to a compatible cord. Which would have solved the problem immediately. Now I have 2 monitors, and I've still not hooked up my computer.
I was sent a return request form, for the 20" monitor, which I promptly filled out and returned to my agent. This was on February 28th/09.
At this point, I went to Future Shop to see if I could find the actual computer and monitor. They had the identical computer and monitor properly hooked up and running. So I had a salesman check the chord, and the cord I had purchased earlier was not the proper DVI cord. So I purchased the correct cord from Future Shop.
When I finally got the computer set up, it was DOA. So now I had to return the computer for a replacement. (note: I had sold the other computer... thankfully they got a working one, or I would have been dealing with an irate customer of my own.)
I called Tiger Direct to arrange for the return of the dead computer. I filled out the forms and returned them immediately to them. The computer return form came quickly, and I returned it on March 4th/09. This cost me $31.89 postage. I've to date have not been refunded for this cost.
The return of the monitor did not go so smoothly. I had to make repeated calls. I filled out more return request forms, (because TD couldn't find my original form from the 28th of Feb.) All the while the salesman kept telling me he was "trying" to get the return authorized for me. He passed the buck continually to his supplier. Frustrating me to no end.
I informed them that no matter if the supplier approved the return or not, this mistake was theirs, not mine, and that "they" should send me the return form, and deal with the supplier themselves. I had to put out the money, for their mistake. After, many repeated calls, I was finally able to return the monitor on March 20th/09. Almost a whole MONTH later! The return cost me $13.77. Again, to date have not been refunded for this cost.
I did receive the credit for the monitor and the computer. Not in time for me to pay my credit card bill, mind you. So, I had to put out the money, or incur interest charges. I pay my credit cards in full every month. I don't pay interest charges.
My last phone call to TD apr. April 15th, I was informed that that the credits were issued, the previous week. I checked my credit card statement, and no credit was received. I called back and the salesman checked into it further, and was told that 2 checks were mailed to me.
I called TD again today, Thursday April 23, 2009, and left another voice message. I'm waiting to receive a return call. Now it is almost 2 months later, and I still don't have my credit, nor my computer. Was it worth the good price?
They don't have the computer available anymore. I've been assured that they are expecting more to arrive.
While TD tried to correct things, they have only managed to create more confusion. If the sales people were better trained about their products maybe this could have been all prevented.
I've been very patient. More patient then most. This was not my first transaction with TD. I have to say the others went fairly smoothly. This transaction proved to be my worst nightmare.
What this all boils down to is:
Proper cord should have been suggested. There would have been no need to send me a 2nd monitor.
Extremely slow authorization for return of monitor.
2 months after the initial order, I'm still waiting for refunds on cost of returns.
Due to this, I'm not re-ordering the computer till I'm satisfied they are able to take care of me. If they even have the same computer which at this time they do not.
PS: There was a video on the computer that bragged that this computer came with restore disks. Had to fight to get them. They took the video off the site after my complaint.
Edit: I just received one check for $31.89 for postage on the return of the Computer. Check mailed 4/21/09.