I ordered a digital camcorder from IdealAV in May. It arrived missing several items, including the charger, so I could not use it.
Called IdealAV, they said call JVC for the missing parts. I called JVC, they said IdealAV had to order missing parts on my behalf. Called IdealAV back and told them this, and they said, no, they don't do that. Take it up with JVC.
Tried JVC again and they said, "Look, it's no big deal. Tell IdealAV to place the order for the missing parts to be sent to you. We can't deal with consumers." I called back Robert at IdealAV and he insisted they didn't do that.
I continued to call and ask them to order the missing parts. Robert at IdealAV told me to return the camera for a full refund. I had to pay shipping. He told me they would refund the shipping to me.
When I got the refund, shipping was NOT refunded and in addition to that, they had deducted $72 for "missing parts". I called again to point out that the parts were missing WHEN I GOT IT and that is why it was returned. Robert at IdealAV agreed and said he'd put through a refund on the difference.
Month later - no refund. I called again. RObert said he'd put the refund through again. Another month goes by. I call again, Robert insists the refund will be processed TODAY. I thank him.
Another month goes by and I call back. RObert at IdealAV says he will look into why the refund has not been proceessed. He comes back on the phone and says that the refund was denied because there were PARTS MISSING. Yes, I say. You guys shipped it with parts missing and you told me to return it because of that. He says there is nothing he can do... The parts are missing. I ask for a manager. He puts me on hold and conveniently, I get hung up on.
I call back and talk to whoever answers the line. I patiently relate the story again, to which I am told "the parts were missing" and there's nothing they can do. I ask why wasn't I told I was going to be charged for the missing parts upfront? For $35 I could have BOUGHT the missing parts, and they have charged me $72. Silence. I ask again for a manager. On hold. Hang up.
I call back to the sales line. I ask for a manager. He says he is the manager. He puts me on hold and obviously, puts Robert on the line. I tell the whole story again.
He starts to tell me of the hard life of an electronics retailer and how they can't be held responsible for what the manufacturer puts into a sealed box. He claims the report doesn't say that there were parts missing when it shipped. Then he says it's my fault for not taking it up with the manufacturer and if I wanted to return the item, the restocking fee is clearly written on the site, Later in the conversation, he reads off the report to me the parts that were missing... Amazingly, they were actually in the report!
But, I say, I was TOLD by your representative that the full amount would be refunded, not once but 3 times. He says, well, you should have read the website. Too bad. Then he proceeds to talk over everything I try to say, not listening and repeating over and over that they can't be responsible for what they ship and that I should have read the website.
In the end, I hung up, $85.69 poorer and with months of aggravation. The lies and manipulation and flat disrespect of this company are just disgusting. I'm a single mom of 3 small kids and I can't afford to just throw away $85- and I STILL don't have a camcorder!!
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