Arrogant and non-responsive
Written: Apr 1, 2005 (Updated Apr 6, 2005)
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I ordered two PC133 memory chips for my computer from tigerdirect. I called an hour after my first order to change the order slightly to smaller chips, and that seems to have brought the worst out of tigerdirect's arrogant and non-responsive customer service department.
Day 1 everything was fine. I was told the payment had been processed and I would get the order changed, and refunded for the difference through paypal. The agent I spoke to had all the details. Day 2, Day 3, Day 4 no communication. No news is good news I thought.
Day 5 when I am expecting a mailman with the chips, I get an email from tigerdirect
1. detailing my FIRST order, with no indication of the changes I made
2. saying the order was ON HOLD
3. saying I had not provided some information and I need to call customer service.
Irritated by such unwarranted delays and libelous statements that I had not provided details, I called up customer service and got a rude Eric on the line. He told me I must give him a paypal ID for the transaction because as far as tigerdirect was concerned, there was no evidence I had paid and no details of the transaction. When I protested that the agent I spoke to FOUR DAYS EARLIER had all the details, Eric told me I either call paypal and get him the details he demanded or I go somewhere else to shop because he had no time to waste.
Miffed, I ask to speak to a supervisor, so Eric gladly puts me on hold. And I stay there for the next twenty or so minutes before he decides that I will not just go away so he hangs up at his end.
Enraged, I write an email to Carl Fiorentino complaining about such attrocious customer service, and what do you know? I get an autoresponse, asking me to call the very same customer service number I had complained about!
My options dwindling, I call customer service to cancel the order and as luck would have it, get Eric again. This time, he takes great pleasure in humiliating me, getting me to repeat my phone number (which he can see on caller display) three times. He said he does not know if and when I would get my refund because he had no record I had made a payment. And closing off with a sarcastic "Did you get bad service from tigerdirect?" when I say I would publicize this as much as I could.
Tigerdirect used to be good and efficient. Nowadays they are just plain arrogant and nonresponsive. Go elsewhere would be my advice. The silver lining is that I got the memory chips from ebay at half the cost I would have paid to tigerdirect. If I do not get my refund from tigerdirect, and I am not optimistic, I will take this up with paypal as a claim. A further lesson on this - use paypal instead of a direct credit card payment when dealing with the likes of tigerdirect - that way you have a chance of recovery in the event they decide to pull an Eric on you.
UPDATE: I called up tigerdirect again today to follow up, and just as I expected, there has been no action on their part to process the refund. What is worse, tigerdirect now says that because the item never shipped, there should be no charge on me and therefore no refund needs to be processed. Also, tigerdirect has not responded to paypal's efforts to get this resolved yet. Using paypal for this transaction has really helped because it gives me an additional avenue to communicate with tigerdirect, and it gives me independent verification of payment and full access to all the details about exactly when the payment was transferred to tigerdirect's account.
Recommended:
No
What product did you purchase or try to purchase? PC133 memory chips
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