On 4/6 I ordered a Memory / MDC Modem Cover for my Toshiba Laptop from Impact Computers & Electronics. When the part arrived, the sealed package it was in had the correct part number and description, so I felt comfortable opening up. After opening the package, I found that the cover was not what was described on their website or on the sealed package.
On 4/11 I contacted their sales department via email and explained the error that they made and asked them to send me the correct part. After receiving and answering some questions they had about the part I ordered and my laptop, I received an email from them on 4/14 stating they were "responding to my request to obtain a Returned Material Authorization (RMA)" so they could give me a refund. I then responded with an email that I did not want a refund, I only wanted them to send me the correct part.
After another email giving me explanation of why I had to pay to ship the incorrect part back, It finally became clear why they were pushing so hard for me to return the incorrect part. It seems that "All Authorized returns were subject to a 15% (or $15.00 which ever is greater) for unopened packages or 25% (or $25.00 whichever is greater) for opened packages. If I had returned the part to them as they were asking me to do, I would have had to pay for the shipping charges to send the part back plus be subject to a $25.00 restocking fee! Considering the price of the part I ordered was only $7.66, I would have to be crazy to send it back.
On 4/15 I received a phone call from some guy that told me that if I ordered the part again, they would make sure that I received the correct part this time and that they would give me free shipping and handling to send the new part to me. I asked him if I needed to send him back the incorrect part and he said yes and that I would have to pay to have it shipped back. I then asked him if the restocking fees would apply since it was their error, and he again replied yes. I may not be the brightest guy around, but I'm not stupid either.
I'm only out $7.66 plus shipping and handling and it could have been much worse if I had sent the part back like they wanted me to do. I will just chalk it up to experience and make sure I deal with a reputable vender in the future.
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