#DevWare ?.. nope not me.
7 messages in this thread
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.
Dear Devware,
I believe There is a different tone to this message than what I received on the
phone.
I understand the 15 % return policy. Although contrary to what you say, there
are mail order companies that accept products back for incompatibility and
possible exchange for other items even without the 15%.
Yes I wanted to avoid the 15 % but I was given no other option. FYI recently I
purchased a Viewsonic 17 from Arlington and was able to return it for a Nanao
350iw later. I also have worked with ICD who offered a full refund if I could
not get my system to work with there product.
I know a customer is not always right. But being in a service industry myself,
I know that it is best in the long run to treat them with that courtesy. After
all they may just come back again.
Though I had only spent a mere $200 at Devware prior to this I can assure you
that I probably would have done more business. In the past 12 months I have
spent over $12,000 via mail order on amiga and video related equipment.
>>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.<<
This I will have to see for myself. I returned the package to you in the same
container which you sent. I repackaged the board in its anti-static sheet and
double boxed it. This was not crushed in when it left here.
Another point in your ethics of business. When I first ordered the product I
ordered the version with TV Paint PRO. It was back ordered but my credit card
was still charged immediately …. not proper.
>> 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
[>> Continued in next msg]
[>> Continued from previous msg]
business offices (619-679-2826). <<
This is such a different attitude from the phone conversation. If I can
paraphrase the president of your firm I believe it went something like….
You can't hold us responsible for his actions. That's why we fired him.. We're
sending you the board back.
Now you are offering to pay the shipping and sincerely are apologizing for
Scott#2's misinterpretation.
….I believe you should apologize for your own president too. I can assure
you I am no longer your customer.
Rocky
Thanks for letting us all know what DevWare's policies are.
I routinely buy hardware and software from several local super stores and
from mail-order vendors who will take back just about anything within the
first 30 days after purchase, no restocking fee, no questions asked. Some
of their prices are a little higher than the absolute lowest price I can
find, but not full list.
They resell what they take back at a discount for having been used/opened,
marking on the package whether anything is missing or damaged. I buy a
lot of those returns, too. So far as I can tell, all of these stores are
very healthy and aren't eating much on their returns.
I spend a lot of money on computer stuff. I'm an honest and knowledgable
purchaser. Let's face it, a lot of things don't work like they should, or
like one might reasonably expect that they would. If I couldn't return
things, I'd be much more cautious in my purchases — to the point that I'd
just not buy some things because I had no good way to figure out whether
they were going to work for me. I return a fair amount of stuff in a
year. But the stores who accept those returns are definately making a lot
more off me than they are losing on the returns, and they have my business
because of their return policies.
Dale L. Larson, Intangible Assets Manufacturing
"Are you f'ing crazy?" "No, I'm just marking my territory." – Wolf
Boy, this only convinces me more that I should NEVER, EVER, order from
DevWare, first, both creative computers and TENEX will take back opened
stuff without a restocking fee. I order 100% of my stuff mail-order (I
ordered my whole comp. sys that way and have spent over $3-4000 on mail
order stuff) I am not responsible for eroneous reviews, of which there
are many in mags, I've bought things becuz a mag incorrectly stated the
requirments b4, and the only to find out is by experimentation, not to
mention devware's representatives aren't at all knowledgeable..
MY CONVERSATION W/DEVWARE REP.:
ME: Hi, I'd like to know whether the RAM requirment on [software X] is
chip or fast.
REP: Chip? Fast? I'm not sure I understand you…..
ME: Click [hanging up angrily]
Which is better for heating up frozen dinner, Power PC or Pentium?
Nathan Jones, via amiga autopilot. –FLAME ON!–
Kelly, I have a question regarding your return policy. After looking at a
magazine ad of DevWare's and your DevWare Video brochure, there is no
mention of merchandise can only be returned if UNOPENED. It only states
"15% restocking fee on all returned commercial products." I am wondering
when a customer would become aware of the UNOPENED policy, when they are
attemping to return something or is this stated at the time of ordering?
I would like to mention that Software etc. has a return policy of
software, hardware and other merchandise (except video games, their return
policy is different) may be return or exchanged within 30 days, they
"require a receipt" and "in resaleable (new) condition". They can be
opened, worked with and there is no restocking fee. They state "Our
return policy makes it easy for you to find the right product to fit your
needs. We know that you may need to select a product, take it home and
work with it to determine if it fits your specitic purpose." Quite a
different philosophy from DevWare's.
One other thing, you mention confusing information that other sources
provided regarding compatability with the Video Toaster. I can't claim to
be any kind of a expert on 24-bit video display boards or the Video
Toaster, but when I read from your DevWare Video brochure "The Retina
display adapter is the high-resolution and 24 bit answer for all
Profesional" (as spelled there) "Amiga/Video Toaster applications.", I
must conclude that one of the "other sources" of confusing information is
your own brochure. Can you clarify the Retina/Video Toaster compatibilty
problem with what your brochure says?
Gail