On 04/25, I placed an online order (Order Number 302797) with AscendTech, a vendor located in Willoughby, Ohio, for a custom computer system. The order included the system price of $820.74 and shipping and handling of $41.18 for a total of $861.92. The order shipped on 05/02 by FedEx, in a single box weighing 18#. The order was received and, upon opening and attempting to power up the system, it began to do a series of beeps. As a computer technician of over 30 years, I have dealt with issues like this before. When I looked up the motherboards manufacturer troubleshooting guide, for the 1 long beep and 8 short beeps code, it stated that this indicated a video card problem. I called AscendTech and spoke with Steve, who said for me to try to reseat the system memory.
When I explained that the motherboards manufacturer troubleshooting guide had said that the issue was with the video card, he said it was his experience that those guides were not reliable and that it was probably a system memory problem, and that I should reseat the memory and try again. So I opened the system up, per his directive, and reseated the memory, but the system beeped again. While the system was open, I noticed that the video card was not properly fastened at the time AscendTech personnel put the system together. It was neither screwed down at the system rear nor was it properly clipped into the PCI-E slot at the front. (pictures showing this were taken before proceeding). When I properly seated the video card and clipped/screwed it into place, the system would not even power on at this point. No beeps, nothing. So I pulled the card completely out, and tried powering up again, and we were back to the beeps.
When emailed Steve about this, I told him that I suspected that the loose video card, which had not been properly installed by AscendTech personnel, had raked over the motherboard during shipping, and had damaged either the motherboard, the video card or both. I also told him that the power button on the system was sticking, and that the computer case was made of extremely thin metal and had bent at the back support rails, probably due to the video card. Steve emailed back that they would send a RMA for the item and that return shipping was my responsibility! When I complained that, since the damage to the system was not my fault, but AscendTech s, and I did not feel it was right to be charged for return shipping, he said that this was their policy. When I replied several times, even asking his to reconsider and to ask his supervisor, I received an email from Val (supervisor) stating that it was their policy to not refunding shipping.
I can see this policy as being just and even needed when it comes to manufacturer defects that are beyond the control of AscendTech or return from customers who ordered something wrong, again beyond the control of AscendTech, but this is clearly a case where AscendTech s own people caused the problem.
I sent the system back per the RMA, paying $55.85 to send it with tracking and insurance, per AscendTech s request, on 05/20. Tracking confirmed receipt by AscendTech on 05/26. As of 06/01 my credit card still had not shown a refund to be issued, so I emailed Steve. He wrote back saying the credit was issued on 05/28. On 06/02 the credit, minus shipping, was showing on the cards account, dated 05/31.
Since this whole episode was caused by the failure of AscendTech s personnel to properly assemble the system, which caused the damage and forced the return of the system at my expense, I feel AscendTech should refund both the original shipping of $41.18 and the return shipping of $55.85.
They have refused to do either!
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