QPS, Inc
Resellers beware! Poor customer service and slow processing RMA's

On 06/24/02, I called QPS to create an RMA. Our major concern was that we had a very valuable customer that had their back-up hardware fail and we needed to provide our customer with another one (replacement), as soon as possible. After requesting an advance shipment while QPS processes the RMA, we were told that there was no way that this could be accomplished due to their company's policies, and that it would take between 7-10 business days after the product was received to get a replacement.

We felt that this was unacceptable, then, understanding our urgent need for this product, Felix, a customer service manager, had assured me that he would keep an eye out for this one and as soon as he had received it, he would make sure the replacement would be on it's way ASAP. Four (4) days and several follow-up calls later, I was told by Yolanda, a customer service rep, that as of 06/27/02, it was not shown as received. I decided to track this shipment and found out that it had been in their warehouse since the very next day on 06/25/02. This was the first event that I feel was handled very poorly.

Then, I had called many times to check up on the status to find out when they would ship out the replacement. It will ship out today, is what I was told for 4 days in a row, before it actually did ship. I asked to be e-mailed with the tracking number of this shipment, but was never contacted. I had to call everyday to find this information out myself.

On 07/12/02, after finally receiving the tracking # and wondering where the product had been, I found that the shipment was attempted on 07/10/02 and had been sitting in the FedEx Fullerton location for two days. One main reason that the shipment sat undelivered at the FedEx location was because the package was addressed to me, with my customer's address. FedEx would not release it to anyone besides me. I assume that FedEx would not just sit on the box, and that they probably contacted QPS to let them know of this situation, but no courtesy call was made to us. This was extremely upsetting after not having the product delivered for a total of 18 days now.

My customer elected to pick up the package himself from the FedEx location because he cannot take anymore chances of not having a back up. He opened the package and the box was full of popcorn and no product! My customer also said that there was no way that there was ever a drive inside the box because it was packed full of popcorn and there would have been absolutely no room for the product. After hearing this from my customer, I was even more upset. This situation had gotten way out of control by this point.

I called Felix to let him know of the problem and was told that it was FedEx's problem, and it was out of QPS's control. They had handled the box and that there was nothing QPS could do about it. Then, I called FedEx to find out how to get this situation resolved and was told that a claim must be filed, but only by the shipper. So, I called Felix back and let him know that he needed to fill out a claim and get this situation resolved. Of course he agreed and said he would call me back.

When my boss heard of what was going on with this situation, he was irate and wanted to talk to Felix himself for his own satisfaction, just to find out what progress was made.
On Friday 07/12/02, a co-worker of mine, Jennifer, spoke with Felix to ask if there's anyway he can issue another replacement drive while the FedEx claim was being processed. We did not want our customer to go on any longer without the back up drive; keep in mind that our customer has not had a back up for 3 weeks by this time. Felix told her that there's no way he can send out a new one until this lost' drive situation is resolved. She asked him to give us a call back before he left work that day with an update, so we can update our boss and our customer. Felix said he'd call back before 4:30 PM because that's the time he was leaving that day. Of course, there was no call from Felix, which was no surprise to us. So, we called again and left him a couple of voicemails for the update, but I guess he had already started his weekend.

On 07/15/02, Monday, Felix finally called and spoke with Jennifer. He said he'd turn this over to his manager, Greg Maury, to see if a file will be claimed. I had Felix update my boss on the situation himself. My boss was so irate because one of our valued customers is having to take the risk of not having a back up and we couldn't get the replacement out to him in a reasonable amount of time. Felix, in his own defense, said that I was never clear with him about what has been happening and that he would help my boss. He told my boss that I didn't give him the right information for him to file the claim with FedEx. UNTRUE!

If Felix needed any further information from me, he would have asked me during my many follow-up calls that I had made to him. Also, he would've told my fellow employee, Jennifer, that he needed more information from us before he can file the claim or that he could not do it because he didn't have the complete information. But, the blame ended up coming down on me! My boss, after speaking with Felix, said that no wonder he couldn't file a claim because I was incomplete about it and that Felix didn't have any information from me, so how could he? This was so upsetting as I was reamed for about a half an hour about how I didn't do my job right, when all the while Felix made up an excuse to tell my boss why there has been no action taken.

I am very upset with the entire situation that has taken place and did not appreciate QPS's bad handling of the responsiblity they had. Wouldn't you be upset if you'd done everything right but was blamed because of another's fault?

Our customer left for vacation last Friday and now he has requsted not to send him the replacement drive anymore because he wants to go with another brand/manufacturer.

Is this QPS's normal customer service attitude? We're apprehensive about selling or recommending any QPS products now because we wouldn't want to go through this again. It has been a nightmare, and completely horrible customer service to us.

It has been a total of 4 weeks now, and nothing has been accomplished except for anguish when dealing with these people. Do not buy from QPS!

Veronica
Chino, California

Company: QPS, Inc
Country: USA
State: California
City: Anaheim
Address: 8015 E. Crystal Drive
Phone: 7146925573

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