CompuServe Messages

Jerry, Speaking as a representative for DevWare, I can assure you that we take your complaint very seriously and we are indeed responsible for the actions of our employees. Additionally, I would also like to clarify a few points for everyone involved about your particular situation. Firstly, our return policy. It is DevWare's policy that defective merchandise can be returned for an even exchange for the same exact product. If the product is NOT defective, it can only be returned if it is UNOPENED and in it's original packaging–and is subject to a 15% restocking fee. (As others have pointed out, this is the standard policy in not only the Amiga mail-order community, but other platforms as well). However your merchandise WAS opened, used and NOT defective–it was in fact a 100% functional product. I certainly understand the confusing information that other sources provided you regarding compatability with the Video Toaster, but it is ultimately the customer's responsibility to make sure the product that they are ordering will fulfill their needs before placing their order. When we received your opened and used Retina board back, the packaging was so mangled that not only was there no way the product could be re-sold, but it also could NOT be returned to our vendor for replacement or credit. Frankly, we feel that it is unfair for you to expect DevWare to 'eat' your Retina board, because the proper research was not done beforehand. Taking back such products, without means for us to sell that product, would only force us to raise our prices and pass the penalty along to other customers–penalizing the entire community. Your point about "Scott #2" issuing you an RMA to return the product is certainly valid. We sincerely apologize for Scott #2's misinterpretation of our return policy–AND we accept the responsibility for the additional shipping charges you incurred as a result of that. We will gladly reimburse you for the extra shipping charges if you contact us at our business offices (619-679-2826). Again, we apologize for the confusion surrounding this transaction. We believe our actions to be fair and equitable for everyone concerned. We have championed the Amiga community since 1985, with prompt, efficient and quality service to our highly valued customers. Providing quality customer support is the cornerstone of our success and we are the first to point out that we our entire success to our customers–old and new. Sincerely, DevWare, Inc.