This letter I sent via email to EPC parts explains my problem:
Dear Sir,
I am terribly frustrated with the lack of resolution with your company. On Nov. 3rd; upon your company's solicitation of my business, I placed an order for one of your laptops - the 1100 P series. You debited my account right away for this order. (order ID#XXXX)
As of 1 Dec. 2003 I had heard nothing from your company. This is in direct contradiction to the quotation from your website (pasted below). I spoke with James in customer service on that date, and he told me that due to a backorder of parts you were waiting for, there was no way of knowing when you would be able to fill this order. On that date (1 Dec. 03), I told James to cancel my order, and also faxed an order cancellation notice as he instructed.
It is now OVER THREE MONTHS LATER!!! And I still have not received a refund for my cancelled order.
I have called your customer service, I have emailed to the address I was instructed, I have even left a voice message with your company Vice President, Damon Jordan. None of this has helped at all.
My emails were never responded to, Mr. Jordan never returned my call with any comment, and despite repeated calls to customer service, James has been unable to assist me in resolving this matter.
I understand you have had a massive number of order cancellations because of your parts that are on backorder. Why aren't you doing something to reassure your customers in any way? This is really terribly bad business.
Please respond, in some manner, to this email!
Your website: http://www.epcparts.com/terms.html
states the following:
Shipping
Normally orders ship in 14-28 days, however, from time to time ePC may experience slight delays in shipment of computers due to overseas delays in us receiving merchandise from the factories.in the event of a delay ePC will do the following.
1. Notify you by phone, fax or email of the delay.
2. Provide you with an ETA of delivery.
3. Offer you the option to cancel your order and a credit be issued to your account.
None of this took place!!!
In the event you experience a delay in receiving your shipment you may contact customer service at 1.888.399.3744 or you may send an email to [email protected] for an immediate response.
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