I ordered a Hanvon GraphicPal 0605 from Provantage for my wife for Christmas. Sadly, the item was defective. I emailed within their 30 day time frame (which does not make exception for the holiday) but did not receive a reply. During this time, I also emailed the manufacturer, who also did not reply. I eventually waited through the long wait times of Provantage's customer service who told me to contact the manufacturer (red flag—the manufacturer does not list phone numbers on the website). Eventually, Provantage sends an email to contact a transport company that has nothing to do with manufacturer's warranties.
The transport company, however, turns out to be helpful and gives me the number to Hanvon. I call the number and arrange for a replacement item to be shipped after I return the defective item and pay for shipping costs myself. Sadly, the new item is also defective. Hanvon informs me that I must call Provantage to receive a refund.
I call them and dial the option for a sales representative and conveniently am connected to a representative within 1 minute. Since I'm not a sales call, the rep has no use for me and immediately places me in the long queue of customer service. As usually, I wait 17 minutes before speaking with a rep, who informs me that I am past the 30 days to return the product and must contact Hanvon. I reply to him that I originally contacted Provantage within the 30 days and have been informed by Hanvon to contact Provantage. The rep then informs me that there's nothing he can do.
In the end, they keep my money and I have nothing to show for it.
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