Received order and upon removing package from shipping container immediately noticed original package seals opened in two separate places. Upon removing unit from package, attempted to plug in power adapter to back of unit. Adapter would not fit into back of unit, rendering device inoperable.
Immediately called customer service and was informed after being placed on hold for a good 20 plus minutes that if I wanted to return item that I would have to file report and I could get a replacement unit if I incurred a second charge to replace the item. Advised this was unacceptable option as the item they sent was clearly defective and package had been previously opened before being shipped to me. Advised i would hear from them via email within 24 to 72 hours, again, another unacceptable business practice.
After hanging up with customer service rep, found a similar power adapter that was being used by another item in home. Used this adapter to test device. Device itself is working but need a replacement power adapter. Went to actual manufacturers website and found a replacement part for a total of $20. Called eCost.com customer service again today and advised I did not need a complete replacement of the unit, just a new power adapter, and that the company could eiether send me just the adapter, or credit my charge card back $20, the cost of what it will cost me out of pocket to purchase a new adapter.
I was advised that they could not just send me a new adapter, not did they honor money back guarantees. I stated they could honor my money back as it was their company that shipped me a defective device from the start. I also stated that I did not order a refurbished or open box item and they were dealing in false advertising by sending me such, and as a result they should honor either purchasing and sending me a new adapter, or by giving me my money back.
The customer service rep started raising her voice and telling me over and over that they would not send the part nor refund my money for the cost to replace the part. Since my two encounters in less than 24 hours with this company, I have disputed the full purchase price with my credit card company, filed a BBB complaint (use the Plano, TX branch for filing a complaint) and will post my complaint against this scam business on every complaint site and forum I can find. I should have done my due diligence and researched the company before making any purchase from them. Had I, I could have saved myself a lot of frustration.
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