Negri Electronics.com Negri Electronics. THe company is trying to charge me 50% restocking fee for a returned defective phone in new condition. Las Vegas, Nevada

I ordered a phone from negri in las Vegas. The phone was shipped to my local fedex store in two days. Shipping was free. Tax free. They provide all day support on twitter. They are very attentive to their customers.

I will never buy another phone on contract again.

Negri Electronics is a wonderful company who fills a lot of GSM unlocked orders.  Mine was no exception.  They were quick and very helpful with the overall transaction and of course if I had any issues they were more than willing to assist me.  The order arrived quick, was in one piece and was everything I expected.  Thank you Negri for another wonderful order.  I will definitely order from you in the future!!

I have bought 3 cellphones from them and not a single issue. Shipping its crazy fast they have all the selection of the world I even pre ordered my next phone already :-. So yes I completely recommend negrielectronics to anyone keep the good work guys and stop tweeting to much even sundays. Lol jk btw loving the xperia S:-)

After reading this customers post, I am in absolute shock. After a 25 minute conversation on the phone with this customer we came to the mutual conclusion that the device we had received was not in the same condition as when it was shipped to us. So we concluded together that FedEx may have been at fault. The device contained several dents and dings. Anyone owning a white colored device would know that these are very easy to spot.

The customer returned this device after claiming it reset on him a few times. We suggested the obvious methods, such as hard resetting and removing the battery. The customer insisted that he knew more than us, and stated the device was faulty. The customer filled out their RMA form and sent the phone to us. Once received we noticed that the device was in fact faulty, but in very poor condition. We were unable to offer a full refund for the following reasons:
1. The device was purchased on 2/17/2012 and returned to us on 3/16/2012
2. The Device was badly damaged. Multiple markings on the housing of the device.

We suggested that if the device was not damaged prior to sending, that it could have been handled improperly by Fedex and we suggested that if insurance was purchased on the shipment, that this customer should in fact file a claim to recover some of the funds that will be lost due to the restock fee. The customer asked for specific instructions on how to file such claim and I personally walked him through the exact process to do this - as it does happen every so often that a package is mishandled and a claim needs to be filed. The customer thanked me and we both hung up.

This customer then came to this site to leave false comments about the conversation, including a racist comment regarding someone of Asian decent. I was 100% unaware of the customers race and would never use this as a way to extort a restock fee from a customer. A restock fee is not intended to make money. A restock fee is used to offset the loss of selling a device as "Open Box". On an item in this condition we would lose around 65% of the original value, so collecting a 50% restock fee would help us recover only some of the loss incurred.

I sincerely attempted to work with this customer on all levels. Even offered images of the device, so that they can be compared to the images the customer claims to have taken when the package arrived, and when the package was shipped. This customer stated numerous times that he also owns a wireless store and knows how "these things work".

People are too quick to judge. My staff and I were sincere in trying to work with this customer. As you can see by their comments above they had a different agenda coming into the situation. We do everything we can to avoid a return, but nothing unethical, or improper. We simply offered suggestions to repair the device prior to returning it, to avoid such situations. The entire time we were responsive, honest and worked with the best of our ability to control the situation.

I personally thank you for your time in reading this and hope that you are able to form your own opinion on the matter. Some customers are not willing to work with merchants. Below you will find various email correspondence from the customer.

After my email to the customer regarding the condition of his device:

"Well I will just take this case with my credit card American express...the device was barely used...its chargers and cables are still in its factory plastic, I shot a picture of the phone and the box contents at the time of shipping...blaming a 50% restocking fee on a device that is completely defective and does not function properly is not my problem. You guys took 10 days to just email me the RMA number....I will take this to my credit card company and file for a full refund and take this case to better business bureau."

Please keep in mind that this is all prior to our 1 on 1 conversation which I felt to be resolved mutually.

Again, thank you for your time in reviewing both sides of this report. We are here to answer any questions you have pre and post sale. Please contact support@negrielectronics.com or qc@negrielectronics.com to reach a manager.