This rip-off report concerns eBay item #280104905223. The following link is the actual item:
First of all, I ordered this printer to replace a printer that is giving me trouble. I had reports to print that were due on April 30th. Which leads to my initial complaint - slow shipping - took 12 days after payment.
Second - When I received the item, before opening I quickly noticed that the box had excessive tape indicating that the item was, in fact, NOT "new, never opened" as described in the listing. Out comes the digital camera. I have pictures of the box before being opened by me. Once I took the printer out of the box, it was absolutely filthy. I opened the toner compartment and it was even worse.
I immediately called Chris Corday. That's when I was told it was factory refurbished and learned that it was listed as such "way down at the bottom". Okay, that's my fault for not reading the entire listing thoroughly - BUT - in the initial description, it says "new, never opened". That is deception, pure and simple!
So, Chris says the filth is from the waste toner cartridge. Tells me to just clean it up. Huh??? What??? Okay, I guess I'll accept a "factory renewed direct from Samsung" in lieu of "new, never opened" since that was partially my fault.
I cleaned the printer after well documenting its condition with digital photos and installed the toner cartridges. After some troubleshooting, another call to Chris and a session with Samsung Tech Support it was learned that 2 of the toner cartridges were for a different model printer. Another call to Chrisand he said he'd ship the correct toner that day (this is still Thursday, April 26). I explained my position in regards to having reports due to my client by Monday and asked that they be shipped overnight. I agreed to pay the difference in shipping costs for this service.
I called Chris again the next morning to verify that the toner had been shipped and he assured me that it had and would be delivered that day. I asked him for the tracking number to which he replied that he didn't have it in front of him but would email it to me as soon as we got off the phone. Noontime came and went - no email, no package.
I called again and Chris quickly laid the blame on UPS but they would ship today for Saturday delivery. He then transferred me to the shipping manager who said Saturday delivery isn't available in my area and they would pay for shipping since they didn't get them out on Thursday as promised.
Two seperate charges for $69.63 then appeared on my credit card for "overnight shipping" that actually took 4 days. I have filed a dispute with Discover this morning since (1)I did NOT receive the service for which I paid, (2)I told the shipping mgr not to bill me and (3)shipping mgr said letterfolders.com would cover the shipping since the delay was their fault.
Okay, the toner finally arrived (I'm in a remote area and had to drive to Denver over the weekend to get my reports printed) on Monday, April 30th. I installed them and the printer went into error mode - telling me to replace the Cyan toner, which is one of the cartridges that I just received.
Yet again I called Chris - this time I was on hold for around ten minutes then was told he was on another call & would call me back as soon as he got off the phone. 2 hours later, I called again and told him about the problem; I asked if these were new or refilled & he assured me they were new. Well, judging by their appearance (scratches & scuffs), they quite obviously are NOT new.
This time he told me to call Samsung. After the tech support rep talked me thru some tests, I asked him about their refurbished products, gave him the serial number. BIG SURPRISE!!! Samsung has no record of ever having serviced this printer in any capacity. Another call netted insults, condescension and more lies.
BTW, the shipping label indicates it was shipped from Overstock.com; same street address as letterfolders.com & Closeout Central, LLC. I don't KNOWINGLY deal with Overstock.com because of a similar problem back in 2003. I've received email from the following since this fiasco began:
firstname.lastname@example.org (1St 4 letters of this one should be changed to "no"")
On May 1st, I filed a dispute with Paypal and escalated same to a claim this morning. See below (these are copied & pasted from paypal site. Note that Chris hasn't responded since the initial dispute!
From PayPal: PayPal on 5/4/2007 03:34 PDT
Buyer escalated this dispute to a Claim.
From Buyer: Dan Ainsworth on 5/4/2007 03:34 PDT
Paid for this item 4-14-07 @ 18:25:23 PDT. Item shipped 4-19-07 and arrived 4-26-07. Incorrect toner cartridges shipped with product. Contacted Chris via telephone; advised that NEW replacements would be shipped via 'overnight'; replacements shipped 4-27-07 and arrived 4-30-07 at a cost of almost $140 for 'overnight shipping' that took 4 days and were in fact, refilled - not new. Cyan toner put printer in error mode - contacted Chris and was told to call Samsung.
In the original auction, under 'description', item is listed as "new, never opened" - at the bottom of the listing, it is described as "Units are factory re-newed direct from Samsung". Advised by Samsung that they have no record of ever having serviced this printer in any capacity. Original dispute was answered within 8 hours. Received an email 5-1-07 19:51 PDT; ... "Dan---no return has been authorized so please call us asap." my reply: "Chris, Please send all future correspondence through Paypal so that it documented with the mediator. Thank you. Dan Ainsworth" Since then, nothing.
This company quite obviously uses deceptive practices to market 'end-of-life' items. Attempts at a private resolution have been met with arrogance and lies. This item is well used with no factory service since new. Since Chris has refused to communicate through the paypal dispute resolution service, I would request a full refund, including shipping, and that they have UPS pick up the item at their expense - I should not be required another $50+ to return an item that was fraudulently listed and sold as new and/or reconditioned. Thank you. Dan
From Buyer: Dan A** on 5/2/2007 17:34 PDT
All I want is what I paid for or a full refund. Your ad stated that the picture was taken just before listing yet also says new, never opened. How can that be? I don't deal with Overstock.com for this same reason, but it appears that this item was drop shipped from them. Ship me what I paid for - a "factory renewed, direct from Samsung" unit or give me a FULL refund.
I also want the "overnight shipping" charges of almost $140.00 for the toner that was shipped to replace the incorrect toners that shipped with the printer refunded to my credit card - else a dispute will soon be instigated there as well. It took 4 days - you didn't ship til Friday yet charged me over double for overnight. That's just plain theft - pure and simple.
The NJ AG might also be contacted. Deceptive practices aren't generally looked on favorably by those who have the responsibility of overseeing such things. Also, have UPS pick this printer up. I will not pay any more for YOUR deceptions!!! I have already been charged over $400 for a $200 item!!! My next step - Friday morning will be to escalate to a claim. BTW - I see that you have several other unhappy customers who also know about ripoffreports.com
From Buyer: Dan A** on 5/1/2007 20:24 PDT
All your help, Sir? Let's take a look at how you've helped me thus far. After paying for this item on April 14th, I finally received it on Thursday, April 26th. But alas, it was unusable; it was shipped with incorrect toner cartridges. Yes, you helped me with toner problem. I gave you a credit card number and ask that they be shipped overnight, as I had reports to be print that were due on Monday, April 30th. You agreed. I called you again Friday morning to verify that these items had shipped; you advised me that they had indeed been shipped and would arrive that day. That, Sir, was a lie.
I asked for the tracking number; you replied that you didn't have it but would email it to me shortly. That, Sir, was a lie. When they did not arrive, I called you again - you said UPS "screwed up". That, Sir, was a lie.
You said you would have them shipped for Saturday delivery then transferred me to your shipping department. The gentleman there said he could NOT ship for Saturday delivery, but they would be here on Monday and that he would cover the shipping charges since they were not delivered overnight as requested. You then helped me again by charging my credit card $139.26 for 'overnight' shipping that took 4 days! I received the toner May 1st - The cyan toner put the printer in error mode - I called you again - I asked you if these were new cartridges - you said they were - that, Sir, was a lie.
Then, you helped me again by advising me to call Samsung. I did. You know the outcome of that call. When I called you today, you were rude and condescending. When I told you that if I were not satisfied with the results of the call, I would start a dispute with Paypal. You perceived that as a threat and said as much and that if I continued to 'threaten' you, that you would not help me any further. Thank you, I can't afford anymore of your help and I can't believe anything you say. Perhaps you can have someone with more integrity contact me. Thank you. Dan A**
From Seller: Closeouts Central LLC. on 5/1/2007 18:37 PDT
Dan--we already spoke about this and I see after all the help I provided your intentions are this?
From Buyer: Dan A** on 5/1/2007 10:38 PDT
You described this item as 'factory renewed direct from Samsung'. Samsung, through the serial number, has indicated to me that this item has NEVER been refurbished, remanufactured, renewed or otherwise serviced by them. This constitutes deceptive practices. I will be returning this item and request a full refund, including the shipping charges for this as well as the toner that was shipped due to incorrect toner shipped with the printer. Thank you. Dan A***
Stay tuned, Rip Off Report fans, I will update as I hear from paypal.