I ordered a Viscom laptop from ShopNBC (my second and LAST purchase from that company - they never shipped the first one, which they claimed was no longer available, but neglected to tell me not to expect it after all) and shortly after setting it up, it started crashing.
Figuring it was not a good omen, I called and said I wanted to return it. I was told to wait for a "return label" that would be sent to me, and that they HAD to receive the computer by 3/29. As of 3/24, I still had not received any labels, so I went to the post office and mailed it back to them, making sure it was insured. (I recieved the labels two days later, which would have made it near impossible to get it back to them within that time frame had I waited)
ShopNBC sent me an e-mail on 3/31 that the laptop had been recieved and they would be crediting me back my money (which they did). Two days later, a charge is put on my card by them for $84. I called them this morning to find out what that was for and was told that I did not include the "free router" with the laptop. I explained that I had in fact returned EVERYTHING except the original packaging (I have never had to return anything before so didn't think to save the box). ShopNBC told me to take it up with Viscom.
Ok, fine, I'll take up that issue with Viscom, but what about ShopNBC charging me $84 without notifying me?!?! The rep didn't care about that. Seems that was my problem and not theirs. Viscom authorized them to charge me, and so they did. I didn't realize Viscom was an authorized user on my account. My mistake, eh?
When I called Viscom, I was told I did not return the router. Ah, but I DID! I asked them how I was supposed to prove I had sent something back to them if it's now in their possession?!? Only THEY can prove if they have it. What am I supposed to do? I said I could possibly verify it by the weight of the package, but since the packaging was different, I had no idea how that would effect the weight. He asked me for my UPS tracking number so he could check with them to see how much it weighed, but I had sent it through the post office.
When I looked at my receipt, it didn't include the weight, only the total amount for postage, so I asked if he could tell me how much it weighed so that I could call the post office and get back to him. I was told outright that they would NOT give me that information because I might be able to use it to "adjust" whatever I learned from the post office. Huh?!?! Because the post office is going to lie for me so I can con them out of a router?!?!
I asked him not to speak to me like I was a criminal, at which point he starting typing furiously in his notes (probably about what a hostile customer I was, even though I never raised my voice or swore at him - my one comment was "don't talk to me like I'm a criminal") and telling me he could no longer help me and would have his supervisor call me back. I asked how long that would take, to which he replied that he would give it to his supervisor within 10 seconds of getting off the phone with me. That was 5 hours ago.
I just called my bank to dispute the charge. I have 5 kids and am on disability... I don't have the time nor the patience to deal with this crap. We'll see what happens.
I have NEVER received such poor customer service in my life. I am going to further investigate whether or not charging my card without my authorization is unlawful - especially since it is a debit card and doing so could have resulted in bounced checks had I not caught it right away.
Chula Vista, California
U.S.A. CLICK HERE to read about Credit Card Scams... find out how to get your money back. *Rip-off Report Investigation provides valuable information. Click here to read other Rip Off Reports on Viscom Click here to read other Rip Off Reports on Shop NBC