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  • Report: #820352

Complaint Review: Alpine Net Corporation

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  • Submitted: Mon, January 09, 2012
  • Updated: Tue, February 05, 2013

  • Reported By: StopBadPractice — Houston Texas United States of America
Alpine Net Corporation
Internet United States of America

Alpine Net Corporation trading on Amazon.com as Americas Direct Sells defective product then claims consumer does not know how to operate so they don't have to pay the return shipment cost Internet

*Author of original report: Resolved! Hooray!

*REBUTTAL Owner of company: This is nothing to do with Alpine Net Corporation

*REBUTTAL Owner of company: This was the mistake which was resolved

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*** Original Order ***
Alpine Net Corporation trading on Amazon.com as Americas Direct shipped the following item(s) in your order 104-7119804-7622666, placed on November 22, 2011.

Delivery Estimate: November 29, 2011 - Friday, December 02, 2011

You have been charged for the following items shipped today:

Spy Gear Spy Video TRAKR
Sold by: Alpine Net Corporation
Condition: new
Quantity: 1
$49.00 each
Item subtotal: $49.00
---------------------------------------------------------------------
Item Subtotal                   :  $49.00
Shipping & Handling             :  $6.09
Total                           :  $55.09

*** 1st email to them ***
The Spy Video Trakr I received is defective.  After inserting the batteries, everything powers up normally, I can see the video, can control the car, but the left wheels will only respond to a roll-back command and not a roll-forward command.  The right wheels respond correctly.  This is supposed to be a X-mas gift!  Please give me an RMA and a replacement ASAP, I'll return this as soon as I receive the RMA.

Thank you,
Tony

*** 1st email from them ***
Hi, sorry to hear that. Please email us the order#.
Thanks
Nick

*** 2nd email to them ***
Good morning Nick,
Below is a copy of the order.  I believe the number is 104-7119804-7622666.  I finally got the batteries for it yesterday and was installing it in advance when I tested and realized the problem.

Thanks,
Tony
---Copy of email from original order---

*** 3rd email to them a day later because of no replies ***
Hello Nick,
Please give me the status of this order, I'm really short on time for a replacement and need to know if you can send me a replacement on time for X-mas.

Thank you,
Tony

*** 2nd email from them ***
Hi, thanks for contacting us. We had similar issue with one more buyer and when they contacted the customer support, they guided him how to handle the product. As this is a technically advanced product, it will be great if you could take the help of the manufacturer. And if you are not satisfied, then we would request you to return the stuff for a refund.
Thanks
Nick
Return address
AMAZON ORDER#__________________
PO BOX 4352
METUCHEN NJ 08840

*** 4th email to them ***
This was what I was afraid of, which was why I explained how I managed to test the device.  How hard could it be to understand if you push forward on a remote, it moves forward, push back it moves back, except only the right wheels respond to the move forward but not the left?  I've bought this for my 5 year old nephew and if it's that complicated as you stated, then please give me an RMA for return.

Thank you,
Tony

*** 5th email to them ***
Per your instructions, I wish to return this defective product but I will not pay for the return shipment for it is not my fault you sold me a defective product.  Please send or email me a prepaid return shipment label like how most reliable sellers do so I can ship this product back ASAP.

Regards,
Tony

*** 3rd email from them ***
Hi Tony,
This product is not defective but technically very hifi. As per AMAZON return policy, the buyer has to return the stuff in his own expense. Please return the stuff in the condition as sent to you to
AMAZON ORDER#______________
PO BOX 4352
METUCHEN NJ 08840
Thanks
Nick

------------------------------------------------------------------------------------------------------------------------------
Ah, so that's why the've been trying to state it was an advanced, hifi product, so they can use Amazon's return policy to force me to return the defective item and they don't lose anything. Well that left me no choice but to return it and lose the cost of return shipment, which is $12, therefore, I left them a negative feedback on Amazon.

This is the feedback I left for them on Amazon
Item's new (not refurb) but came broken, both wheels move back but only right wheel move forward. Asked Customer Service and was blamed me for not knowing how to operate, asked for replacement but was told can only return for a refund. 

Had I wait until X-mas to open, no refund. Lost $12 in return shipment. If this is how Amazon works, I wonder how they'll stay in business with these people!"
Tony P. (edit this name), December 20, 2011

Seller Response: "This buyer bought the product used it and then decided to gift someone, hence wanted a new one in the box. We declined the buyer's request."
Date: December 20, 2011

Take a good look at their response! They claimed that I used it then decided to re-gift it!? This company has a 30 day return policy and since I purchased this on the 22nd, I suspect they knew the product was defective but decided to ship it to me anyway in hopes of disappointing my nephew when he opens it for X-mas and it would be too late for me to return it. But I can't prove that, can I? Well guess what?! Read the feedback others have left for this company below, which is why I feel I must do something about it! You can check them at the link below, I didn't make it up!

Their Shipping policy and feedback page

"NO it DOESNT WORK! THEY CLOSED MY RETURN AND SAID IT WAS BECAUSE MY RETURN WINDOW EXPIRED! i ORDERED THIS END OF NOVEMBER FOR A CHRISTMAS PRESENT, MY GRANDMOTHER OPENED PRESENT, IT DIDNT WORK, AND NOW I CANT RETURN IT!"
Lori R., January 9, 2012

"This pillow pet I ordered came apart at the seams the first day of use, and the company refused to pay for shipping to exchange it. Customer service was also very rude and adamant that this product is a Pillow Pet. The tag does say Pillow Pet, but online it is advertised as the My Pillow Pet brand, which this is not. Even so, the product is defective and should be replaced in a courteous manner."
Bethany S., January 4, 2012

"DO NOT buy from this seller! I ordered a toy that arrived DEFECTIVE ($58). As I called them 33 days after ordering (they have a 30 day policy), they wouldn't help me. NOTHING. I explained that I had to order ahead of time for my sons birthday in Dec. Didn't care even though they sent me a defective item and had my $58. I tried the manufacturer and they were an unauthorized seller. Shop elsewhere!"
Wendy H., January 3, 2012

"This product was a child like toy. Inconsistent battery worked on and off, not reliable. Could not reuturn it because it must be returned within 7 days. This product was awful. Threw both of them in the trash "
njs1112, December 21, 2011

"seller failed to provide the purchased merchandise. seller did not reply to inquiry. I paid for four items seller sent only one and did not reply to inquiry. One of four items sent in a single package and used the master order number assigned to all four items, the remainder could not be tracked. I will not use this seller again."
California Transplant, December 14, 2011

"I contacted the seller to let them know that I have a defective swivel sweeper and over a week later still no response. The head of the sweeper is too large for the metal pole. It will not fit in the pole. I am mailing the swivel sweeper back to them hoping for a refund."
Ashley K Bell, December 12, 2011

"product did not work"
joseph j., December 9, 2011

"The package arrived a week late and was dented in four places. The box had padding so it was obvious it was in this condition before it was shipped. I was very, very dissapointed but in order to exchange it they wanted to charge me $11.60 to ship back, after spending close to 90.00 on this game I gave up. Find another seller. "
Laura Clausen, December 8, 2011

"This was advertised as a "new" item and was ordered as a Christmas gift for my grandson. When it arrived, the packaging was torn and frayed, showing obvious signs of wear and use. The seller has not responded to my emails nor those from Amazon. I've had to file an A to Z claim with Amazon to try to get this resolved. "
Judy L. Roney, December 5, 2011
------------------------------------------------------------------------------------------------------------------------------

*** 6th email to them, filing a claim ***
This e-mail confirms that an Amazon.com A-to-z Guarantee claim has been filed for order #104-7119804-7622666 because the item you received was found to be defective during its first use .

Your comments were "The item I received from you was defective, per our prior emails, I stated the car moves backward perfectly but only 1 wheel moves forward. Your service rep blamed me for not knowing how to use the device, thus forcing me to return the item at my own expense. Well I've returned it and there's a confirmation receipt of the return, which you've received since Dec. 21, it's been 9 days, you've had plenty of time to test the item yourself and to give me a full refund but you did not. I have since checked around and everyone who owned the vehicle stated the same thing, when they push forward on the remote, the vehicle moves forward and back, the vehicle moves back. It's as simple as that so you can't weasel your way out by blaming me for not knowing how to operate the device. I want my full refund plus my cost of shipping - $12. You have 3 days to refund me my money else I will file a claim with Amazon as well as my credit card company. ".

*** 4th email from them, the refund ***
Hello,

We're writing to let you know we processed your refund of $35.00 for your Order 104-7119804-7622666 from Americas Direct.

This refund is for the following item(s):
   Item: Spy Gear Spy Video TRAKR
   Quantity: 1
   ASIN: B003AZZSQ8
   Reason for refund: Customer return

   Here's the breakdown of your refund for this item:
       Item Refund: $35.00

Notes: Received the merchandise without the remote control.

*** 7th email to them ***
Back when I received the product, I thought it was new and a great product. But to my dismay, it was defective and I thought I was unlucky but was hoping to receive a replacement in time for X-mas. However, after contacting you, about this, you have only been but the most unprofessional business I have ever had the misfurtune to deal with. First you try to blame me for not knowing how to use the device, you said it was hifi (the word is hi-tech), gave me no choice but to lose my own money in return shipment, thought that was the end but now you claim I returned the device less the remote? Why in the world would I keep the remote for? So you can claim you can't test it to be sure it's defective? While you're at it, why didn't you claim I returned the remote less the car? Either this is in retaliation for leaving a negative feedback or you're trying to milk money from every buyer who's ever purchased from you, regardless of which, what you just did is in essence fraudulent and I'll be sure to contact all agencies possible to stop this practice.  The amount of money is not much but such practice is absolutely unacceptable. Not only am I out $12 for the return shipping fee, you think you can gain $20 for lying about receiving the item less the remote? Is this company run by a 13 year old? It's truly a wonder how you manage to stay in business and I'm wondering how Amazon would even manage to stay in business with you. I know I can't blame Amazon for this but with this experience, I'd doubt I'll be doing business with them anytime soon. I've been a customer of ebay for over 10 years and never experienced anything like this!  Look forward to postings and contacts from consumer protection agencies!  You don't have to worry, I'll be posting them here for your convenience and a chance to clear your name, that's if you're an honest business!

*** Emailed Amazon to complain about this company ***
Hello,
I'm sorry that Americas Direct wasn't able to reimburse you for your shipping costs.

I've issued a promotional credit of $35.00 directly to your account. It will automatically apply to your next order for items sold by Amazon.com.
------------------------------------------------------------------------------------------------------------------------------
I must say, I didn't expect this, Amazon went above and beyond their call of duty to provide a great customer experience, kudos to them!
------------------------------------------------------------------------------------------------------------------------------

*** 5th email from them ***
Thanks a lot for your reviews, we will inform the management.
Nick

*** 8th email to them ***
I hope you have the chance to inform management.  Lucky for you Amazon decided to reimburse me for the expense but doesn't give me more details about your business.  In order to file a complaint with bbb.org, I'll need more detail but searching online, the closest I can get is probably the below address.  I'm not really sure if it's you or not but if you believe you're not at fault, then I dare you to admit to me your real information and let the bbb decide the outcome.  It's not about the money, for I'm being reimbursed for it, it's about the service.  Who knows how many people you've scammed using this very same method?!  Either way, if you don't reply, I'll assume the below is yours and can only hope the bbb contact the right person about this.

150 Maple Avenue Ste 240
South Plainfield, New Jersey 07080
United States 

*** 6th email from them ***
Hello,

We're writing to let you know we processed your refund of $20.09 for your Order 104-7119804-7622666 from Americas Direct.

This refund is for the following item(s):
   Item: Spy Gear Spy Video TRAKR
   Quantity: 1
   ASIN: B003AZZSQ8
   Reason for refund: Account adjustment

   Here's the breakdown of your refund for this item:
       Item Refund: $14.00
       Shipping Refund: $6.09

------------------------------------------------------------------------------------------------------------------------------
Let's see, I purchased the product for 49.00 + 6.09 shipping (to me) = 55.09. I then have to return it for another $12 (+55.09) = 67.09. I get reimbursed $35 initially which leaves me short 32.09. Now I get an additional 20.09, which means I'm still short my original $12 return shipment, which was what I was complaining about in the first place. How exactly was that supposed to help the situation? It's a little late now. After I reviewed a few more folks complaint, I felt compelled to take time to write this informative report so others will learn from my mistake but more importantly, stop businesses from using this practice to cheat consumers simply because they think they can get away with it and not lose anything. Technically, they didn't lose anything, I would've lost $12 for shipping if it hadn't been for Amazon's promotional credit but here's the catch, unless I buy something from Amazon, I wouldn't really get that credit either!

This report was posted on Ripoff Report on 01/09/2012 09:34 PM and is a permanent record located here: http://www.ripoffreport.com/r/Alpine-Net-Corporation/internet/Alpine-Net-Corporation-trading-on-Amazoncom-as-Americas-Direct-Sells-defective-product-th-820352. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Resolved! Hooray!

AUTHOR: StopBadPractice - (United States of America)

Hard to believe, given how old this submission is, but I just got a call from Alpine Net to help resolve this issue!  The person I talked to was very friendly and courteous.  Alpine Net is reportedly under new ownership or management and this person wants to make right what the previous has done wrong.  I'm being fully reimbursed with a brand new replacement.  I must admit, I'm a bit shocked but I'm also very pleased.  Way to go Alpine Net, you've certainly earned your reputation back!

Sincerely,
Tony
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#2 REBUTTAL Owner of company

This is nothing to do with Alpine Net Corporation

AUTHOR: Robert stein - (United States of America)

We filed a case for that as Alpine Net does not sell in Amazon
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#3 REBUTTAL Owner of company

This was the mistake which was resolved

AUTHOR: Robert stein - (United States of America)

The mistake was resolved.
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