I placed my order for an Asus laptop on 1/27/11. I needed this laptop by 2/2/2011 as I would be out of town for the rest of the week. My order information showed on Tiger Direct's website with order and tracking information corresponding with this information. I called in on 1/30/11 to inquire about the status of my order knowing that it the order wasn't processed out on Friday there was no way that it would arrive by 2/2/11.
When I called that day I first spoke with a representative that was overseas. I asked about the status of my order and was told I was lying and that I didn't place an order on 1/27/11, rather on 1/29/11. We said, "no, we have an email from your company dated on January 27 verifying our order. We paid through paypal and they have a record of the transaction being processed on January 27. The CSR rep said, "I don't see how that could be true when you hadn't even placed the order on that date." The outsourced/offshore/poor excuse of customer service continued to call me a liar. He said there was nothing I could do to change my order, when I asked to have my ordered canceled he said I would have to wait until it was shipped and then return it back.
After being called a liar several times by this jerk I asked to be transferred to a manager. I then asked to speak to a supervisor regarding this order. I was placed on hold for over 20 minutes. During this wait, the line picked up twice and then I was transferred to the beginning of the IVR. I then immediately pressed 0 and spoke with a sales representative named Irv who gave me correct information about my order. I asked Irving to cancel my order. I still asked to speak with a supervisor about the service that I was provided from the offshore representative.
I spoke with Danny Rodriguez, ext 2997, and he confirmed that treatment wasn't acceptable. I told him my situation, that I needed a laptop on 2/2/11, and he offered reprocess the order and waive the difference between ground and 2 day air (about $6). He provided me with a new order number and I awaited the delivery of the laptop I ordered.
He charged us for the expidited shipping. Now in the normal course of events that wouldn't be that bad, but as a gesture of goodwill to reconcile cruddy customer services? "I'll give you the chance to pay for more stuff" just doesn't have the same impact as, "that's awful let me absorb the cost of fixing a problem we caused"
Adverse weather came through much of the country and my order became lost in Louisville, KY. It was unfortunate, but I knew it was not Tiger Direct's fault that the roads were closed. Once the roads were opened again, I Icalled UPS on 2/5/11 to find out if any further information could be provided about my order. They explained that after more than 24 hours of a scan not being performed on a 2nd day air shipment it would be considered lost and to contact Tiger direct to submit a lost package claim.
I immediately called customer service again and explained the situation. I was told (by yet another overseas representative that gave me poor customer service) that a claim would be submitted and it was going to take 8-10 to investigate! I explained my frustration with this and he said that someone would be contacting me within 1-2 days to let me know the status of my order.
He said that it was my fault for ordering before a storm and that I'll probably just have to wait for the order to get to me. yet another example of the shining customer support one can expect from Tiger Direct. I asked for a refund of my money and he said that couldn't be done.
I followed the tracking on UPS and saw that there was an intercept placed on the order so I would never get the package and it would go straight back to TD's Doraville, GA address.
I then called customer service again, explained that I needed a refund immediately. I actually needed a laptop when I ordered it, and was ready to go to Best Buy and just get one, it might be a more expensive experience, but at least I would actually GET the computer.
The representative told me that it would take 8-10 days to investigate before they could do anything, and then another 72 hours to process a refund.
I explained that I wasn't wanting another laptop sent, just my money refunded. She spoke with her supervisor who allegedly processed a refund that same day. I waited until 2 days later (2/9/11) before I expected some resolution on when my money would be returned to my Paypal account. Nothing showed where there was even an attempt to make a return was made.
I called customer service again, and they told me the return wasn't processed until 2/8/11 and I should expect my money within 72 hours or longer.