• Report: #231819

Complaint Review: Outpost.com

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  • Submitted: Sun, January 21, 2007
  • Updated: Sat, March 17, 2007

  • Reported By:Astoria Oregon
Outpost.com
Outpost.com Internet U.S.A.

Outpost.com - Fry's Electronics Outpost.com, Awful customer service, refuse to accept returns Internet

*Author of original report: Contact from Fry's/outpost.com

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I recently purchased an HP laptop through Fry's on-line service, Outpost.com. I ordered the system on 12-10-2006. On 12-15-2006 the unit arrived via DHL. So far, so good. The first time I started the system I received an error message indicating the hard disk is full, please remove unneeded files to continue. I phoned HP's tech support number. After being on hold for nearly an hour I was told the unit I had was purchased in Canada and they would not be able to help me. They did transfer me to a tech center in Vancouver B.C. The first thing the tech in BC said was You bought this in Canada? No. Then they asked did you buy this in July? No. After an hour of trouble shooting and downloading fixes the problem seemed to be corrected.

The next morning I went about setting up the system, creating restore or recovery disc etc I found the DVD drive would not write to any disc. I tried to call HP, couldn't even get through (to be fair it was just days before Christmas.) So I went on-line to their on-line support chat site. After getting a tech and entering my serial number the first two questions were You bought this in Canada? and You bought this in July? No to both. After running several tests and trying to re-install the drive I was told you really should get a hold of Outpost and just return the unit there's obviously something wrong with it. Plus the issues of it being purchased in one country and being manufactured for another and our system showing the warranty started back in July just call them and send it back. So I called Outpost.com's customer service department. After three hang-ups and nearly an hour on hold I was told no, the issue is with HP. We'll call them and then we'll call you back. I explained this was a Christmas gift and I really needed a resolution ASAP. They never called me back.

On 12-27-2006 I made several attempts to reach Outpost.com, no luck. I sent them an e-mail explaining the problem and that I needed to return the system. I then went back on-line and exchanged messages with HP. We again re-installed the drive and ran several tests. Several times I was told you need to send this back to Outpost. I repeatedly explained that I've tried to return it. HP agreed to send me a new DVD drive. On 01-04-2007 I received the new DVD drive and installed it. This did not correct the problem. The next morning I received a reply to my 12-27 e-mail to Outpost.com. It was a very general response and did not address my specific case. It talked about how to return (or more specifically why they won't take back) DVD's, video games, opened software etc It did state they would not accept any returns without an return authorization number. So I called them to get an RA. After being on hold for an extended time I was told No, we're not accepting the unit back. It's under warranty. Call HP and have them repair the unit. So back to HP's chat.

I was in the middle of explaining the whole story again when some how I was disconnected. At that point I decided this is just insane and decided to call my credit card company to dispute the charge. At first they seemed rather reluctant to reverse the charges on the purchase. They wanted to know why I didn't simply return the system. Long story short (if that's possible at this point) I ended up faxing them 27 pages of chats and e-mails. Couple hours after faxing it I got a call from them saying that's just nuts; we'll be crediting your account by the end of the day. I told them the system is sitting here all boxed up and ready to be returned, just need a pick-up from DHL. And no I'm not paying to ship it back. Two weeks ago I would have, not now. I've spent a min. of 7 hrs trying to resolve this insanity. And to be fair to HP I firmly believe they tried to resolve this issue. In my opinion the fault here lies completely with Outpost. They have no customer service and are a complete rip-off. Don't get sucked in by any deal with them. Whatever you might save money wise could cost you in the long run.

Steven
Astoria, Oregon
U.S.A.

Click here to read other Rip Off Reports on Fry's Electronics

This report was posted on Ripoff Report on 01/21/2007 03:28 PM and is a permanent record located here: http://www.ripoffreport.com/r/Outpostcom/internet/Outpostcom-Frys-Electronics-Outpostcom-Awful-customer-service-refuse-to-accept-retu-231819. 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

Contact from Fry's/outpost.com

AUTHOR: Steven - (U.S.A.)

This morning, after months of trying to get a response form Fry's, I get the following e-mail:

Dear STEVE XXXXXXXXXXX:
> In reviewing our files it has come to our attention that you owe Fry's Electronics the amount of $ 549.99 for a chargeback you initiated on the below mentioned credit card. Our records indicate that you received merchandise from Fry's Electronics Frys.com in the amount of $ 549.99 .
>
> We are sending you this letter to give you the opportunity to resolve this debt. In order to resolve this matter expeditiously, please remit payment within ten (10) days of receipt of this letter to the following address:
>
> FRY'S ELECTRONICS
> RISK MANAGEMENT & INSURANCE OPERATIONS DEPARTMENT
> 600 E. BROKAW ROAD
> SAN JOSE, CA 95112
>
> If payment is not received, Fry's Electronics, reserves all rights afforded to it under the law to pursue collection of said debt.
>
> Should you have any questions, please call (408) 487-4746 or e-mail at DLB@I.FRYS.COM. Thank you for your anticipated cooperation.
>
> Sincerely,
>
> RISK MANAGEMENT & INSURANCE OPERATIONS DEPARTMENT

And I respond with the following E-mail:

To Whom it May Concern,
>
> I am in receipt of your e-mail, please see attached. Please be advised I contacted you the day I received this item. I informed you at that time the product did not work correctly. I was informed by your representative that someone from your company would be contacting me to resolve this issue. After waiting over two weeks without contact I contacted you again. This time I was told "this is a warranty issue" and I needed to
> contact HP to resolve it. I contacted HP.

After spending an enormous amount of time on hold, the phone and on their "on-line" chat I was
> informed, by them, "There's something not right with this unit, and it's defective. You need to send it back to Fry's." I made many attempts to
contact you, spent time waiting on hold and never managed to get a reasonable solution to this issue. Most of the time I never managed to speak with an actual person.
>
This product did not work from the day I received it. I have made more then reasonable attempts to resolve this issue. Your company has been
completely unresponsive to this issue. I have kept detailed notes on this situation, including, but not limited to, the transcripts of my on-line
chats with HP and names dates and times of people spoken with. This includes conversations of representatives from your company. HP has told
me they can't solve it, that I need to return it to you. Your company has told me no, that I need to deal with HP.
>
When I went through the process of the "charge back" with my credit card company I faxed them 17 pages of details and chat transcripts. After
sending them the fax they called me back and said "Well, that's just crazy. Yes we'll gladly do the charge back."
>
As I have repeatedly informed you, HP and my credit card company the defective product is here, in the original packaging, waiting for you to send someone to pick it up. Kindly issue a pick-up through DHL, Fedex or any other company of your choosing and have the defective product
picked-up.
>
Any further attempt to collect funds for this defective product will not be honored. Any harassment will result legal in action. Attempts to dishonestly report this matter via the credit reporting bureaus will result in action as allowed by the Fair Credit Reporting Act.
>
> I thank-you in advance for your expeditiously issuing a pick-up order for this defective product,
>
Steven XXXXXXXX

At little while later I get this E-mail from Fry's:

Hello

Thank you very much for the information

Danney

Monday I'll send them my e-mail via USPS cert. mail.

I'll update this report when I hear more.
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