Gregory S.'s review of TigerDirect, Inc.

TigerDirect, Inc.

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Complaint Posted 2/11/2010
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Review 2/11/2010
On February 9th, 2010, after purchasing over $1700.00 of electronics over a 2 year period, I ordered another $430.00 of merchandise and received a defective ACER laptop that did not boot up the first time out of the box. This supposedly refurbished unit would not even light up the display. When contacting customer service, I found how lucky I was in not having a problem with a purchase up to now. On the first call, after being put on hold twice by a rep, I was hung up on. On the second call, a second rep was informed of the same defective unit at which time I requested a replacement be shipped with a return authorization so that I could return the defective unit. Multiple times I was put on hold while the rep was "speaking with a manager". Finally, due to frustration when told of their policy of my having to pay for another unit for it to be shipped, I told them to cancel the order, email a return authorization (RA) and prepaid shipper and we would go our separate ways. When the RA came, it only included the laptop and not the carrying bag. When I called the 3rd time, again I was subjected to long waits, was told that all was needed for the replacement to be shipped was verification of shipment tracking # from UPS of the defective unit being returned. At this time I realized, contrary to my previous phone conversation, that the return authorization was not for return and reimbursement but for replacement. I reiterated that this order was being returned in total and I wanted a RA stating both laptop and bag were authorized for reimbursement. At that time the rep stated that only one item could be listed on the RA due to space limitations and I refused to accept his word and demanded a RA with both items listed. This took another wait to confer with a manager to whom I finally demanded to speak with in order to make it clear what I expected. I finally received a RA from Michael Smith. BUYERS BEWARE! If you ever have a problem with merchandise purchased from TigerDirect, be prepared to experience a very frustrating and possibly intentional aggravation by their customer service department. This company's BBB rating only indicates that it responds to complaints registered with the BBB and doesn't seem to acknowledge the number of complaints filed, just check the number of complaints stats and read the reviews. I will never purchase from TigerDirect again.
Business's response - by Tiger CSon 3/23/2010
If is unfortunate the Acer unit you got was defective. Please be advised we do stand behind our 30 days return policy, and the experience that you had it's not typical service, not was it intentional. If you've been a long time customer as you express, you are aware customer service is our priority. We would need your account information in order to review and address your concerns. We'd very much like to keep you as a customer, please contact me directly so I can assist you further. Thanks,
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