We're all sick of bad businesses.
We're all sick of products that don't work.
We're all sick of jumping through hoops to return bad items.
Here's our experience in one such unnecessary fiasco.
On 12-16-07 we placed the simplest of all orders online through a company called Advanced PC.
The order number was 11978488XX.
Price? $70.99
Product? A SIIG Firewire 800 PCI card (Siig FireWire 800 PCI-32T).
Simple, right? What could POSSIBLY go wrong?
We've learned to try to always stay with the big suppliers, so that when something DOES go wrong, there's a corporate structure to fall back on. We deviated from that policy in this case because this transaction was SO simple. We figured NO ONE could screw it up. Ah, we are stupid in the ways of humans.
The item showed up on 12-22-07.
So far so good.
We installed the card in a brand new XP machine.
It wouldn't recognize ANY 800-type firewire devices in 800 mode (this card must be manually switched through software from 400 to 800 mode and back again -- pretty clunky). It would only work in 400 mode. Since we have DRAWERS full of 400-only cards, we had no use for another.
What's worse, each time we tried to switch the card from the Unibrain drivers to PC drivers or back (that's the incredible method SIIG has chosen for choosing modes), it would instantly crash the PC. We tried different installs, different slots, clearing the registry of all mentions of the card, reinstalling; then we tried on a different XP (SP2, of course) computer. We wasted hours upon hours upon hours with no luck whatsoever.
On 12-22 we emailed SIIG for help.
By close of biz on 12-24 we'd received no reply, so we emailed them again.
By 12-28 we'd received no reply from SIIG so we bought a Belkin Firewire 800 card, installed it in the same slot the SIIG had been in, booted, plugged in a variety of Firewire 800 devices, and every single one worked perfectly without a glitch.
On 12-28, having heard nothing from SIIG, we contacted Advanced PC for a return RMA, as follows:
We bought a SIIG PCI card a few years ago. It was the buggiest piece of crap we'd ever encountered and we ended up throwing it away. We figured that was a one-time fluke. We bought another SIIG card from you before Christmas this year (see order # in the subject line above). It's a Firewire 800 card. It works fine in 400 mode, but it absolutely refuses to work in 800 mode. We did some research and found many others having the same problem, with no fixes available. After about 15 hours of trying everything under the sun (i.e. different computers, different slots, different peripherals, different drivers), and after waiting for SIIG to reply to any of our repeated emails (they never responded once), we gave up and bought a Belkin which, as always, installed flawlessly and worked from minute-one. That's it for us and SIIG. No more, never again. We need to return this card to you. Please supply an RMA.
Advanced PC replied a few days later, directing us to their RETURNS page, advising that an RMA must be procured through that page, and not by emailing them. We went to their returns page and found this (so nicely laid out, too):
Your Satisfaction is Our Success.
We strive to provide our customers with the highest level of service possible. From first visit to order delivery, we want you to be completely satisfied with your experience.
Our friendly and knowledgeable sales staff is available to help you find the product that is best for you.
Every product we ship is factory-sealed and covered by the manufacturer's warranty.
Return Policy and Conditions
We shall not be responsible for any typos on our website, and reserve the right to refuse the sale of any item due to a typo, and we reserve the right to refuse the sale of any item to any person, any company, any organization for profit or otherwise, for any reason, and give a full refund before the order is processed.
We strongly suggest that before you place an order with us , compare and verify the description of the item on the manufacturer's website.
A RETURN AUTHORIZATION NUMBER (RA#) must be obtained from in our company and is required for ALL returns. We reserve the right to charge a 15% restocking fee on returns or cancelled orders. Merchandise must be returned within 15 days of the issuance of the RA# at which time the RA# expires. RA#'s are non-renewable.
We reserves the right to return any merchandise without a valid RA# to the customer or to prorate the credit.
All products are brand new and carry full manufacturer’s warranty, unless it is stated refurbished.
Return Authorization Number is Required on all Returns,
No Return on Software, Cameras, Camcorders, DVDs, LCDs, Plasmas, Televisions , or Monitors.
No Returns after 15 days, all Returned & Refused Orders are subject to 15% Restocking Fee.
Shipping & Handling Charges are not Refundable for Returned or Refused Orders.
All returned merchandise must be in the original packaging with the UPC or bar code intact. All components, manuals, registration card(s), software, cables & accessories must be included. Advanced P.C. inspects all returns and reserves the right to return merchandise that does not meet the criteria.
Any questions e-mail customerservice@apc-usa.net
Of course the reader quickly notes that while they mention the need for an RMA, they make no mention whatsoever of how to obtain one, except to post their email address -- which, obviously, we had already tried.
At this point it was clear what we were dealing with, so we ramped up the struggle as follows:
We're sorry you couldn't find the time to respond to the email below. At close of business on Monday, 12-31-07, we will file a chargeback to recover our funds. Simple as that.
When we received no reply (surprise) by 12-31 we emailed Advanced PC again, as follows:
We need to return an item. Your "returns" page offers NO OPTION for obtaining an RMA except to email -- which we've now done twice. We have emailed you regarding this, beginning last week, and given you until close of business (Pacific time) on 12-31 to supply an RMA. At 5 p.m. Pac., failing receipt of an RMA, we will file the chargeback. This does not need to be messy or problematic unless you choose to make it so. If that's what you choose, you need do nothing further. We'll take care of it from here. Order #11978488XX Your returns page: http://www.apc-usa.net/showpages.asp?pid=1002 PS: Please take us off your spam list.
Not surprisingly, we never heard from Advanced PC again. They can spam us, but they can't seem to get it together to resolve an excruciatingly simply problem. So be it. A chargeback was filed against them on January 4, 2008.
We'll post updates in this miserable fisaco as they occur. The moral? Take our advice and STAY AWAY from small, fly-by-night, backyard online vendors. We have learned that lesson a thousand times -- seems we must learn it once more.
UPDATE:
Correction to the above -- Advanced PC has NOT stopped spamming us. As of 1-8-08 the spam from this company has continued unabated despite our demands that it stop. On this date we have delivered the following communication to Advanced PC. Further updates will appear below. This is what you get when you do business with the fly-by-nighters and basement operations:
If you continue to spam us we will file a criminal complaint of Interstate Electronic Harassment against you. The law in our state allows us to collect from you the sum of $500 PER INSTANCE, regardless of the origin of the spam. Cease and desist.
Our experiences with you have been posted at the following link. Have a WONDERFUL day.
http://www.truth-or-consequences.com/badder_business_bureau/advanced_pc/advanced_pc_and_siig.html
UPDATE: