In short, I sent my Koolance computer case in for replacement (as per their instructions) and was informed once they recieved it that I needed to send it to the manufacturer, and not them. I asked them to send it to the manufacturer for me and they agreed and then disposed of my case. A rundown of the events in an email I sent to them:
June 23rd: Spoke to you on the phone about my case, was instructed to send it in for replacement.
June 30th: You recieve my case at 10:30AM, signed for by J. Flowers.
July 2nd: Your first attempt to contact me (by phone) to inform me that there has been a mistake.
July 3rd: I recieve an email From John Lukash informing me of the mistake. (Mistake being that whomever instructed me to send in case was in error, you do not do the replacements for this specific case)
July 7th: I reply (after conferring with the folks at Koolance) and ask if instead of shipping it back to me, you would ship it to them.
July 8th: John replies and says he will ship to Koolance and attaches an electronic copy of invoice Koolance requested in order to have the case shipped to them.
July 9th: I send John the shipping instructions I recieved from Koolance.
July 10th: John replies with "Do you want me to return the case to you?"
July 11th: I reply to John with the shipping instructions I recieved from Koolance (again) and tell him to send the case there instead of to me.
July 29th: (After Koolance contacts me and says they haven't recieved the case) I write an email to John to find out if he has the tracking number.
July 30th: John replies with the question "Should I send it to you or Koolance?"
July 30th: I reply to John with the shipping instructions I recieved from Koolance (yet again) and tell him to send me a tracking number this time.
Aug 1st: Here is the last email I recieved from Mark in their customer support: "Due to the fact that your case has been sitting here for over a month with no word for you it was disposed of. We do not have this item any longer in our warehouse. Thus we tried notifying you for 3 weeks to which we never heard from you."
First off I'd like to say that I have very well documented all correspondance and in fact FrozenCPU has heard from me (and have not tried to contact me). Secondly I'd like to point out that the reason they recieved my case is because their customer service instructed me to send it to them, not Koolance. This is a mistake on their part, not mine. Third, I don't see how FrozenCPU.com can claim that I'm responsible for my case sitting around their warehouse for long periods of time when I've been actively trying to get them to ship it to Koolance the
entire time it's been in their possession.
I have reported this to Better Businessses Bureau, but they've yet to respond.
Ryan
Keizer, Oregon
U.S.A.
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