This web page details our opinions of and experiences with:
ENDICIA / DYMO Online Stamps
and Postage SUCKS.
It simply does not work.
Endicia-Dymo Online Stamps SUCKS. Letter to the
Better Business Bureau and the California Attorney General.
Enough is enough.
Office of the Attorney General
P.O. Box 944255
Sacramento, CA 94244-2550Better Business Bureau
1112 South Bascom Avenue
San Jose, CA 95128-3507Please consider this a formal complaint against the following company:
DYMO Endicia
385 Sherman Avenue
Palo Alto, CA 94306We have for many years maintained various Endicia / Dymo online postage accounts. If you use this company yourselves, you know them to be just about the most unreliable and maddening stamp vendor there is. Unfortunately we bought their printers and supplies of their extremely expensive blank stamp rolls, and so we’re stuck.
Endicia does a very odd thing with regard to operating systems. If you change from, say a MAC (Endicia account 781318) to a PC, you can’t just reinstall the Endicia program on your new OS and access your regular account and buy more stamps. You must close out your existing account and request a refund. According to many, sometimes that refunds arrives, sometimes not (Google it)(we’ve had that same problem in the past). Then you must REAPPLY for a new Endicia account using your new computer. We have gone through this many times over about seven years, with various OS’s and various businesses and personal accounts. We can honestly say that not once, NOT ONE TIME has the new account gone smoothly. In many cases Endicia has hung us up for days or weeks because the new account didn’t activate properly and we were forced to contact them again and again and again, sometimes via registered mail which was the only way to finally EXTRACT a reply from them.
This time was different – it was actually worse.
A week ago we switched a machine from MAC to Win7. We installed the Endicia software and tried to activate the new account (Endicia account 818924). Surprise, we were met with an error that said, “This account has not been set up, please contact Endicia support”. An email address is provided (support@endicia.com) and a phone number, 650-321-2640 ext 130.
We did email, and we were told that email support was not available for our problem.
Huh?
We emailed again. No reply.
The following day we contacted support via phone. We were helped by one Jerry Lutgring. Jerry tried to help but the situation was clearly beyond him. He kept saying he had to find a supervisor. We advised him to please do so. He kept looking and coming back to the phone, saying he could not locate one. He said our account had been manually locked out by a supervisor and that he couldn’t override it, and couldn’t find a supervisor to help. Jerry said he would continue to try to find a supervisor that day and would get the account working later on. That conversation consumed probably half an hour of our time.
Later that day we tried again and got the same error.
The following day we continued to try and got the same error.
We tried repeatedly emailing Jerry Lutgring [jerry.lutgring@endicia.com] but he would not respond.
We tried emailing the regular support address but they would not respond.
We tried using live chat but it didn’t work.
We then tried one final time to access our new account and an error said the account had been closed.
Thanks again, Endicia.
By this time we’d simply had enough. Years of this garbage had just plain pissed us off.
We emailed support again and told them that if they were unable to get our account to work, we would ask for a refund of all our printing supplies and printer. We received no reply.
We emailed Jerry and support again and advised that we saw no choice but to appeal to the consumer affairs division of the California Attorney General.
We received no reply.
We then decided to try to open yet another account. We completed a new app yet again and tried to log into it (Endicia account 819231). We received the same error message directing us to contact support. We tried support again via email using our new account number and we received no reply whatsoever.
We then began researching what we could get for our Endicia / Dymo stamp printer on eBay, and discovered that we were not willing to lose that much money on the printer and supplies (apparently many, many people have given up on Endicia and are dumping their printers and supplies).
We then decided to try emailing Jerry again. We received no reply.
We then decided to try phone support again and were helped by “Mariana”.
Mariana was a dope.
She did, however, leave the phone to find a supervisor. When she came back on the line she asked if we had used a passphrase that could be spoken. We had no idea what she was talking about. She asked the same question again. Again we were stumped, but we advised her that we had entered just a random string of characters for the passphrase, and we supposed it could be spoken if a person wanted to speak it. Still we were stumped. Mariana asked the same stupid question again, verbatim. We asked if she was saying that our chosen passphrase had to be some kind of sentence instead of random characters. Mariana replied that she could not discuss that. We replied that that was absurd – did she want to fix this problem or not, and if she did, then she was going to have to stop being cryptic and just tell us what was required. Mariana said her supervisor had told her to ask that, and that was all she could say. We hung up on the moron.
We then tried the account again – of course it didn’t work.
We then opened yet another new account (819499) and we tried to log in. This time for our chosen pass phrase we used a simple three word question. When we tried to log in we got the same error as all the other times.
We gave up and are filing this complaint.
We believe at this point that this is some kind of intentional game that the support team at Endicia is playing. NO company could accidentally be this stupid, unhelpful or counter-productive. This MUST be intentional. There is no other explanation.
Bottom line: We can’t sell our printer and supplies, and realize anything from them. Too many people are sick to effing death of this company and the market is flooded with these supplies. We MUST get an account to work so that we can use up our supplies. If Endicia is unable or unwilling to make an account work, then we will send a bill to Endicia right over the hill from us in Palo Alto, and when they refuse to buy back our printer and supplies, we will sue them in small claims court. God knows we’ve documented this well enough, and we’ve won in small claims many times in several states, and we will absolutely, positively do this if we must, and we’ll post it all on the internet right along with this page.
This is certainly one of the very worst companies doing business on the Internet. We submit that their management MUST be on crack. It MUST be.
l 12-3-2011
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Watch for Coverage of our Small Claims
Court Trial in the space below!
