Well, it all started with me searching eBay and other online retailers for a replacement phone for my mother for Christmas. I found GSM Monster through a Google search. I found a phone that I liked and thought would be good for my mother. It was a good price and a phone I was not able to find on eBay. I ordered the phone and seleted USPS Priority Mail for the shipping method so I would get it in time for Christmas. They charged me $17.60 for shipping... I found out why later.
The phone was shipped out promptly but delivery did not occur until the Monday after Christmas (the USPS failed me on this matter). When I opened the outer box I found a previously opened Samsung box - the seal was broken.in the box was just the phone and a charger and a manual. However, the product seemed to be as described so I proceeded to give it to my mother. Well, she called me the next day to report that many of the # keys on the phone did not work or would only work sometimes. I asked her to let my sister try it out to make sure it was not just my mother having difficulties with the small keys - it did not work for my sister either. So, I proceeded to contact GSM Monster via email ([email protected]) to request an exchange. This was just 2 days after receiving the phone on 12/31. I did not receive a reply so I checked their website for the process of requesting an RMA - it stated to send an email to [email protected], which I did. I waited several days but never received a reply. At this point I was becoming a bit concerned. I decided to Google GSM Monster and found complaint and began to read... I got worried. Since I used PayPal (funds in my PayPal account, not a linked credit card or bank account) I decided to file a dispute through PayPal. I gave them several days to respone - nothing. So, I escelated the dispute to a PayPal claim. The claim was promptly closed by PayPal because their Buyer Protection did not cover purchases made off of eBay. I was very upset.
I decided to call PayPal to let them know I was not going to allow them to get away with dismissing my claim without a refund. I spoke with a rep and then his supervisor. The supervisor explained to me why the claim was closed. I was very unhappy about this and advised the supervisor I would be including PayPal in my complaints to the BBB and the FTC. The PayPal supervisor calmed me down some and explained that since I had been a PayPal customer since and in good standing with no issues whatsoever they would refund my money in-full. However, because of their policy and legal agreements with merchants they would not be able to charge it back to GSM Monster. However, he re-assured me that GSM Monster would be investigated and that they do keep track of how many disputes and claims are filed on any particular Internet (or other) merchants. I was very pleased to get my money back but not willing to let GSM Monster off the hook.
On 01/06 - the same day I contacted PayPal - I sent another email to GSM Monster ([email protected], [email protected], and [email protected]) to advise them I was not going to let this matter end with the refund from PayPal. To-date, I have still not received any communication from GSM Monster to any of the emails I sent them. I also was not ever able to get an answer when calling them. I even checked my SPAM/Bulk Email folder to make sure I had not missed a reply; I hadn't.
I buy online alot and have never had any issues like this. So, while it is important to be careful when buying from an Internet merchant, most tend to be reputable and interested in their customers' satisfaction. But here are the lessone I learned from this experience:
1) If you're going to use PayPal to pay for a purchase online make sure to use a linked credit card or bank account.
2) Check for reports of ill-repute on any Internet merchant you are contemplating purchasing from.
3) Check the price of the product you are contemplating buying to see how it compares to other merchants - if it's too good to be true, it probably is.
I intend to file a complaint with the BBB and the FTC about GSM Monster, aka N1 Wireless. I hope that, over time, the complaints will pile up high enough to get these guys out of business.
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