The item was cheap and shipped fast. However, it wasthe wrong item (possibly my fault, but the older generation and newergeneration DuraFon handsets had the same picture and price).
Itried to return it. I even said that I would pay for ALL shipping andthe 20% restocking fee. But they did not give me a RMA. I asked AMEX tohelp me with the return. Twister threatened me. Suggested that theywould not take the item back, that its condition was compromised andtold me to offer it on line for sale. They then suggested that ifinvolved AMEX, the restocking fee would be raised to 50%, with a $35and issue a financial claim against me.
Very last Email from Twister is below
&Email # 15&
We did not require you to make another purchase. See our message:
All non-defective returns are subject to 20% restocking fee. Shipping is non-refundable.
If you place a new order of equal or greater value, the restocking fee will be reduced to 10%.
We demanded that you must accept our return terms with 20% restockingfee. You kept refusing to accept terms, thats why RMA was not issued.
We will request return authorization from our vendor and will email you return instructions within a few business days.
However, if we receive a dispute from AMEX, in accordance with ourpolicy $35 chargeback fee plus 50% processing expenses will be debitedfrom the amount of refund. Any outstanding amount will be turned overto collection.
Sincerely,
The Twister Group
&Email # 14
From: MMMMM
Sent: Thursday, August 13 11:04 AM
To: Twister RMA
Subject: RMA request, order # 195642
Twister Group
I have emailed you over six times on this return/exchange issue. I haverequested a RMA to return this DuraFon Pro HC, which does not work withmy 1X Engenius DuraFon base-station. Why won't you give me an RMA andlet me return this item in accordance with your published policy? Http://www.thetwistergroup.com/store/customer/help.php? Section=conditions
I wish to have my AMEX CARD credited $230.52. This amount is inaccordance to your 20% restocking fee which applies to the original$288.12 purchase price. Moreover, this $230.52 figure does not includeany shipping charges on your end, or the costs on my end to ship theitem to you.
I have contacted AMEX claims and dispute department to enlist theirhelp in securing an RMA to return this item to you. I will not bepurchasing/exchanging the phone that works with my base station fromyou, because of your requirement to "Purchase" before authorizing areturn of this item. The Item to be returned is in pristine condition, with all of its original packing and instructions.
NOW, Please provide me with the RMA Number and the Ship to address toreturn the DuraFon Pro HC from Engenius for a credit of $230.52.
Thank you
XXXXXXXXXXX
a very unhappy and increasingly dissatisfied customer
—Email # 13&
On Aug 12, at 4:31 PM, Twister RMA wrote:
That is fine. You just need to confirm acceptance of our terms below.
Our vendors charge us restocking fee not because packaging is imperfectbut because it costs them money to process orders, ship them, thenaccept returns and process credits. These expenses are covered byrestocking fee.
You may choose to sell the item yourself instead of returning to us.
Sincerely,
The Twister Group
-Email # 11&
From: XXXXXXXXXXXXXX
Sent: Wednesday, August 12 11:21 AM
To: Twister RMA
Subject: Re: The Twister Group: RMA request, order # 195642
Hi Twister RMA Customer Support
The item is in pristine condition, with all of its original packing
While I may have ordered the wrong item,
it was obvious from my comment on the
order, as to which handset that I intended to buy.
"works with the base-station that handles 9-handsets"
However, I can't use the 4X-handset with my 1X base station.
The handsets look and cost the same.
Please send me the instructions to return it.
Xxxxxxxxxx
Email # 10&
On Aug 11, at 8:18 AM, Twister RMA wrote:
We shipped you the model YOU ordered.
All non-defective returns are subject to 20% restocking fee. Shipping is non-refundable.
If you place a new order of equal or greater value, the restocking fee will be reduced to 10%.
Please, indicate your acceptance of the above terms and we'll email youreturn instructions within a few business days if the item isreturnable.
Sincerely,
Customer Support
The Twister Group
[email protected]
Email # 9
From: XXXXXXXXXXXXXXXXXXXXXXX
Sent: Tuesday, August 11 8:40 AM
To: [email protected]
Subject: The Twister Group: RMA request, order # 195642
RMA request, order # 195642
Customer info:
First Name: XXXXX
Last Name: XXXXXX
Address: XXXXXX
City: Goleta CA
State: CA
Zip code: 93117
Phone: xxxxxxxx
e-mail: xxxxxxxxxxxx
Product (s) and reason for return:
RetuningSKU: DURAFON-PRO-HC J02545, ENGENIUS DURAFON-PRO-HC PRO SYSTEM HANDSET, Price: $288.12
As stated in the customer notes section of my original purchase, Iwanted the ENGENIUS DURAFON1X-HC DURAFON 1X HANDSET FOR USE WITHDURAFON 1X SYSTEMS SKU# DURAFON1X-HC J02433
=
Dr. XXXXXXXXXXX
Professor, Vice Chair
University of California at Santa Barbara
Santa Barbara CA 93106
No response from Twister Group
—Email # 8
Hi Support group
Sorry to sound and seem stupid,
but what is the exact process, other than you selling me another phone?
If I place a new order on the Website with my AMEX, Once the order is placed,
Furthermore, Who do I then contact about returning the prior item at the reduced 10% fee?
Should I just send you the receipt of
the new purchase, and will then you provide me a return authorization number?
Again, I just want to follow your process.
Xxxxx
—Email # 7
On Aug 7, at 9:32 AM, Twister Support wrote:
Sorry: that is not how the process works.
You will need to accept terms and place a new order. Refund will be processed separately from the new order.
Sincerely,
The Twister Group
&Email # 6&
From: XXXXXXXXXXX
Sent: Friday, August 07 10:21 AM
To: Twister Support
Subject: Re: item exchange
Hi Support Group,
To return the DURAFON-PRO-HC PRO, I will need a return authorization number.
When I have that #, after I have returned the old unit, you can ship me the DURAFON1X-HC
You have my AMEX information, you can charge me the $28.81 restocking fee that you have
proposed instead of the customary $57.60.
Email # 5&
On Aug 6, at 9:00 PM, Twister Support wrote:
Unfortunately we cannot do just exchange. Well be happy to processyour return with reduced restocking fee (10%) if you place a new order.
Sincerely,
The Twister Group
From:
Sent: Thursday, August 06 10:59 PM
To: [email protected]
Subject: item exchange
—Email # 4&
Hi Support Group,
We have a problem. I purchased a DURAFON1X-HC, or what I thought was a DURAFON1X-HC
on My AMEX card. I even said on my original internet purchase
"
This is for the purchase of the EnGenius DuraFon 1X
Handset and charger. (9 handsets work off of one base station) and
walkie talkie to each other"
However, I receive a DURAFON-PRO-HC PRO for $ 288.12. The two items cost exactly, and look the same
I would like to exchange the item I received (DURAFON-PRO-HC PRO) for the (DURAFON1X-HC)
Since this is an exchange, rather than a return, I hope that I don't have to pay a "restocking" fee
Sincerely
XXXX
Email # 3&
You ordered DURAFON-PRO-HC PRO for $ 288.12. Please check order confirmation
message sent to you upon placement of this order.
We sell DURAFON1X-HC here:
Http://www.thetwistergroup.com/product/DURAFON1X-HC J02433.html
But that is not what you ordered.
You may request return authorization here:
Http://www.thetwistergroup.com/store/customer/help.php? Section=returns
Unfortunately we do not provide technical advise or support and therefore
only take into account notes related to delivery.
Sincerely,
The Twister Group
Email # 2
From: XXXXXXXXXXXXXXXXXXXXXX
Sent: Thursday, August 06 9:45 PM
To: [email protected]
Subject: Re: Your The Twister Group Order Request #195642 Has Been Received
Hi sales support
You shipped me the wrong handset.
I wanted the engenius durafon1x-hc durafon 1x handset for use with
durafon 1x systems
sku# durafon1x-hc j02433
you shipped the
engenius durafon-pro-hc pro system handset (sku# durafon-pro-hc j02545)
As my customer notes clearly stated (see below), I wanted the one
(9 handsets work off of one base station)
I thought that you may be confused, which is why I made the customer
notes
the costs of both handsets are identical
Email # 1&
On Jul 30, at 12:57 PM, [email protected] wrote:
Dear XXXX!
Thank you for your order with The Twister Group.
Your order will be processed within 1-2 business days upon payment
approval. You will receive an e-mail notification with the tracking
number once the order ships.
To check the status of your order, follow this link:
Www.thetwistergroup.com/store/customer/order.php? Orderid=195642&phone=5651&m
ode=unreg
Following is your order details. Please take a moment to review it
for accuracy and completeness. Order cannot be changed or canceled
once it is processed.
Order id: 195642
Order date/time: 07.30.2009 14:57
Shipping Information:
=
XXXXXX
XXXXXXXXXXXXX
Goleta CA, California 93117
UNITED STATES
XXXXXXXXXXXX
Is this a Residential Address?: Yes
Shipping Method:
=
Ground
Products Ordered:
=
Qty: 1, SKU: DURAFON-PRO-HC J02545, ENGENIUS DURAFON-PRO-HC PRO
SYSTEM HANDSET, Price: $288.12
=
Subtotal: $288.12
Tax: $0.00
Shipping: $14.12, Ground
TOTAL: $302.24
Payment Information:
=
Payment method: AMEX
Card Number:
XXXXXXXXXXX
XXXXXXXXXXX
Goleta CA, California 93117
Order Notes:
=
Customer Notes: This is for the purchase of the EnGenius DuraFon 1X
Handset and charger. (9 handsets work off of one base station) and
walkie talkie to each other.
Thank you for shopping at The Twister Group.
Http://www.thetwistergroup.com
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