Forwarded conversation
Subject: Order ID 159861 Problems
From: Jon xxx
Date: Dec 11 11:52 PM
To: SMK SuperStore Customer Service
OK, I got the system today. I gotta say I am disappointed. I'll chronicle the issues below, but needless to say, this is the first time (and depending on how these issues are dealt with, may be the last) time I have used a vendor other than Newegg for modular custom system components. Issues are as follows:
1. I ordered a Logitech wireless keyboard and mouse combo as an add on, no mouse could be found in the packaging.
2. I elected platinum delivery (your description is: Insurance, Heavier Packaging, Guaranteed On-Time Delivery, this is verbatim).
A. The delivery was a day late, (Probably a FedEx issue, there was someone here, they simply failed to check, we were waiting on this shipment and were tracking it)
b. The outer packaging was a total wreck and slightly damp.
C. Heavier packaging? Heavier than what? Cellophane?
D. Shipping method on BOM indicates FedEx Economy; for a pre-assembled computer, sensitive to shock, are you kidding? I paid 72.00 dollars for economy? Can you say gouged?
3.internal system components were jostled to the point that the HDD was jarred from it's case mounting and was freely moving in the case and the video card was dislodged and free floating in the case as well.
4. Your site describes the video card purchased as follows:
ATI Radeon HD2600 - 256MB
(128Bit @ 1000MHz Memory)
and
"Our barebones systems include brand new, brand name parts"
and smksuperstore.com/catalog/option.Asp? ID=31111
No where do I see mention of a second rate reference card from PC Color (which you cannot even purchase from any vendor other than cut rate, margin hounding organizations, hopefully this is not you), which is NOT a brand name version of that card design. The card installed does not even include a fan on the heat sink over the GPUs or supplemental power cup, please... (FYI, I am running a 128MB AGP Sapphire HD 2600 version in another system that does have these features and it was 50 bucks cheaper than your price, even your graphic shows the card with heat sink and fan)
5. I have to question the validity of the build and test sheet (labeled Barebones - Quality Assurance and Install Instructions) due to the fact that it indicates:
a. Memory verification - I ordered no memory from you, maybe this is a misinterpretation on my part and you put loner sticks in to do a POST test, if so, my bad.
B.indicates O/S Install - Umm, I didn't buy an OS from you, check the order.
I have not powered up the system to check that it functions as of yet, to be honest I have reservations that it will even boot when I add the memory. I will doing that tomorrow, hopefully after I have recieved assurances from you that issues will be corrected in a timely manner.
You guys need to review you truth in advertising and your commitment to your customer. As long as these types of issues occur with your services, you'll get emails like mine. I make plenty of money, so I'm not terribly worried about the dollar loss. But I can tell you that if you don't address these issues, I will be taking action on principle alone.
I indicated in a previous email that this was a Christmas present, I would have thought that would have affected quality, guess not. I wondered after I placed the order if I had made a mistake by not going with Newegg, I am starting to think that gut reaction was the correct one.
Disappointed and awaiting a sincere answer,
Jon xxx
FYI, this email chain will be preserved for any action necessary should the issues above not be addressed. Please consider this when responding.
From: Jon xxx
Date: Dec 12 9:10 PM
To: SMK SuperStore Customer Service
No response. Again disappointing. As a status to you guys, I powered up the system, so it does boot. When I opened the case I noticed also that the CPU fan was not a ThermalTake as shown on the link for Ultra - Copper Fan / Heatsink [add
$44.95]. Smksuperstore.com/catalog/option.Asp? ID=22351.
At this point I have to assume your company is basically a rip off, using deceptive advertising and flat out lying about your shipping and build practices.
Should I not recieve a reponse to this second request for resolution I will be posting this email chain to both usacomplaints.com and the BBB as well as amending my previous review on pricewatch. At that point you can consider me a customer lost and a serious detriment to your word of mouth reputation.
From: SMK SuperStore Customer Service
Date: Dec 13 12:18 PM
To: Jon xxx
We show that you have discussed these issues with a phone representative - we are processing a FedEx damage claim. FedEx should contact you within 48 Hours.
From: Jon xxx
Date: Dec 13 2:22 PM
To: SMK SuperStore Customer Service
We also settled on system return and full refend. I was told I would be contacted by FedEx within 24 hours. If you guys can't stick with your verbal commitment, I will simply drop ship it to you (at my cost) and push a chargeback through my financial institution. The inconsitencies, demenor of your "phone representative" and just the general experience with your company have gotten old.incidentally, you can inform your "phone representative" that if he believes PC Color and the brandless (I checked before I packed it back up) CPU cooler to be "Brand Name" equipment, then he should get out of the PC building business because his assessment of what is brand name and performance oriented is seriously deficient. Should I hear nothing back within 24 hours I will be proceeding with the above path to resolution.
From: Jon xxx
Date: Dec 19 2:41 AM
To: SMK SuperStore Customer Service
Per the previous agreement to provide full refund upon retrieval of the package by FedEx, please provide the auth number of the refund ASAP (not 4 days, as previous emails have been treated). The FedEx tracking # for the retrieval is xx. Any delay on the FULL refund of monies submitted to you will result in a chargeback through my financial institution and possible legal action due to your fraudulent business practices of advertising one item and delivering a sub-standard, cheaper item in it's place after purchase. This exchange has been fully documented and your site mirrored to provide evidence to legal counsel/authorities, if that should become necessary. It would be in your best interests to comply with the verbal agreement that was made prior to your last, inaccurate email.
Jon
Zephyrhills, Florida
U.S.A.
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