TECHONdigital.com advertised the Garmin nuvi 880 GPS for $419.00. The shipping cost for 7 - 10 days was $14.90. I ordered the unit the night of Tuesday, December 23 and the total cost was $433.90. They required that I call to (877) 425-9933 to confirm my internet order. I did so the next day, since their customer service is only available from 11 AM - 5 PM. The customer service rep informed me that I needed a memory card for the unit, which I hadn't purchased. He said it usually cost $250 but that he would give it to me for $199. He also offered a home charger for the unit that he said was $99.99, but he would give it to me for $49.99 and the extended 5 years warranty for $25 a year. When I refused the warranty, he offered to give a 5 years warranty at the cost of $75 (3 years). He went on to offer me the bean bag mount, which I refused. After some more hard sell which I refused, he said the total was $803.99. I was on my way out the door, so I neglected to question his figures at that time (I know, I know stuuuuupid).
I later did an internet search for the items, especially the memory card and saw that it cost $24.99. I sent an email (see below) on Friday, December 26, asking the company to tell me why the cost was $803.99. I didn't get a reply. I received the items on Tuesday, December 30. Upon examination, it turned out the warranty which was sent was for 4 years and not the 5 years that I was promised. The invoice stated customers must call for a return authorization number; items must be returned within 7 days of being shipped; all sales are final and returns are at the discretion of the management and may be subjected to 20% restocking fee. I called the company at 11 AM on Wednesday, December 31 and was told that customer service was in a meeting and that I should call back at 11:30 AM. I called at 11:36 and was told that the meeting would be going until 12:00 PM and I should call back then. I called at 12:15 PM and after a few trade-off of personnel, I spoke to a "Jeffrey".
I told Jeffrey that I would like a return authorization number to return 2 items. He asked why, and I explained I didn't want the memory card and the home charger. He stated that the items were sold as a group, as the invoice stated, and that he would offer me $30 back to not return the items. I went on to tell him that his company sold me a memory card for $199 that cost possibly $50, and I wasn't going to pay that much for it, and I also realized that they gave me a 4 years warranty instead of the 5 years I was promised. He then offered me $100 to not return the items, while threatening me that I would be subjected to a 20% restocking fee on $803.99. I asked him why was I being charged a restocking fee on the shipping & insurance amount, which by this time had ballooned to $50 instead of the initial $14.90 and also why would a CD for the warranty be subject to a restocking fee. He claimed the warranty shouldn't even be returned but that he was doing me a favor by taking it back.
We went back and forth, and at points, he put me on hold and left the phone silent. After a few back and forths, he offered me $130, but I felt that wasn't enough, and he said that's the lowest he would go. He then asked me if I knew how much the Garmin nuvi 880 cost. I said yes, but if they wanted to charge full price they should do so, but not advertise a low price and then hard sell foolish people like me with over-pricing on other items to make up the shortfall. I said that I was willing to lose the restocking fee but that it should be calculated only on the items not the shipping & insurance. He went to explain that in order for me to get my money back, I would have to send a bank check or money order for $150 to his company, along with the items, and then my credit card would be credited with the full amount of $803.99.
I am in the process of following his instructions to return all the items.
" — Original Message
From: Nadine Seiler [mailto: [email protected]]
Sent: Friday, December 26 7:11 PM
To: '[email protected]'
Subject: Order ID: 1405938
Customer Service,
I would like to query the amount of my order. I looked at my credit card statement and saw the amount as $803. I purchased the Garmin GPS for $419.00; Memory Card $170; Garmin Home Charger $49.99; and the 5 years Service Contract $75 (the customer service person said he was giving me a discount). This adds up to
$712.99. Why was $803 charged to my card?
Is there somewhere I can look to locate my order to see what was purchased?
Thanks
Timothy & Nadine Seiler"
"Thank you for your order. Your order has been received. Please call us at 877-425-9933 (Mon-Thur: 10:30am EST to 8:30pm EST, Friday: 10:30am EST to 6pm EST, Sunday: 11:00am EST to 8:00pm EST) to confirm your order, so we may have it shipped out to you as soon as possible.
Order ID: 1405938
Order Date: Wed Dec 24 00:08: 51 2008
ProductID Quantity Name Price Total
01000577121 Garmin nvi 880 4.3-Inch Widescreen Bluetooth Portable GPS Navigator $ 419.00 $ 419.00
Sub Total: $ 419.00
Discount: $ 0.00
Shipping: $ 14.90
Shipping Method: Ground 7-10 Business Days
Tax: $ 0.00
Grand Total: $ 433.90
Thank you for shopping with us."
Nadine
Waldorf, Maryland
U.S.A.
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