• Report: #991182

Complaint Review: TigerDirect.com

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  • Submitted: Fri, January 04, 2013
  • Updated: Fri, January 04, 2013

  • Reported By: spadilla — Albuquerque New Mexico United States of America
TigerDirect.com
Internet United States of America

TigerDirect.com Product Significantly not as Described in Product Description Internet

*Author of original report: Contact with TigerDirect

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Item#: H25-156406 (http://www.tigerdirect.com/applications/SearchTools/item-details.asp?EdpNo=7407714) was purchased on 12/25/2012. Item is sold as having a Full HD anti-glare LED backlight 15.6" 1920 x 1080 Resolution display but was delivered with 1366 X 768 display. I have images of the max resolution and assurances from TigerDirect tech support falsely asserting 1080P resolution and a printout PDF file of the product page from date of purchase. This is fraudulent; HP charges $150 for the screen upgrade according to a customizable version of the same system. I have attempted to contact TigerDirect by phone and online chat with no response (refused by chat system and on hold for more than 2 hours over the phone) and am receiving no response by email. Beware.

This report was posted on Ripoff Report on 01/04/2013 09:35 AM and is a permanent record located here: http://www.ripoffreport.com/r/TigerDirectcom/internet/TigerDirectcom-Product-Significantly-not-as-Described-in-Product-Description-Internet-991182. 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 with TigerDirect

AUTHOR: spadilla - (United States of America)

I made contact with TigerDirect, after waiting more than 7 hours and retrying their chat feature. They hung up on me without resolving the issue and denied culpability for their false advertisement, blaming HP who would not help either. a Transcript of the chat, unedited excepting my name and phone number follows:

Please wait while we find an agent to assist you...

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

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The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

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patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

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The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

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The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

An agent will be with you in a moment. Thank you for your patience.

The next available Agent will be with you in a moment.

All agents are currently busy. Please stand by.

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All agents are currently busy. Please stand by.

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You have been connected to Joel Artajo.

Joel Artajo: Hello, and thanks for contacting us today, please hold on while I get that information for you.

 SP: Item#: H25-156406 was purchased on 12/25/2012 under order number J2685108. Item is sold as having a Full HD anti-glare LED backlight 15.6" 1920 x 1080 Resolution display but was delivered with 1366 X 768 display. I have images of the max resolution and assurances from TigerDirect tech support falsely asserting 1080P resolution and a printout PDF file of the product page from date of purchase. This is fraudulent; HP charges $150 for the screen upg

 SP: upgrade according to a customizable version of the same system.

 SP: I can send the information to any email address immediately. I am very unsatisfied because of the time wasted towards this.

Joel Artajo: We only advertise on what the information that the distributor / manufacturer have provided us.

 SP: I have been on hold by phone since about 7:30 AM.

Joel Artajo: Please hold.

 SP: Uh huh, so you are not responsible for the accuracy of the information on your website, is that what you are asserting?

Joel Artajo: SIr please hold.

Joel Artajo: Thank you for holding.

 SP: Okay, so what's happening?

Joel Artajo: You said earlier that you have already contact HP about this concern. May I have the ticket number please.

Joel Artajo: We are still trying to match the specs on our website and to the hp website.

 SP: I said no such thing.

 SP: I contacted TigerDirect support who asserted and confirmed the specifications.

Joel Artajo: As you have mentioned "HP charges $150 for the screen upg"

 SP: Yes, that is correct. A customizable DV6T costs $150 to upgrade from 1366 x 768 to 1920 x 1080.

 SP: TigerDirect technical support sent this link: http://h10025.www1.hp.com/ewfrf/wc/document docname=c03509218&tmp_task=prodinfoCategory&cc=us&dlc=en&lc=en&product=5318914

 SP: Which confirms 1920 x 1080 resolution, the product I received has the same product number, 7228nr but has a 1366 x 768 maximum resolution.

 SP: The $150 upgrade price is directly from the HP shopping customize page.

Joel Artajo: Have you seen this on the hp website? Display 15.6-inch diagonal Full HD Anti-glare LED-backlit display (1920 x 1080)

Joel Artajo: YOu wanted to return this item?

 SP: The link I just sent states " 15.6-inch diagonal Full HD Anti-glare LED-backlit display (1920 x 1080)"

 SP: http://h10025.www1.hp.com/ewfrf/wc/document docname=c03509218&tmp_task=prodinfoCategory&cc=us&dlc=en&lc=en&product=5318914

 SP: The link sent from TigerDirect technical support, I have the email saved.

Joel Artajo: We can process a exchange or refund for this item, We just the ticket number from HP support for us to process that.

 SP: I want the product I ordered and paid for.

Joel Artajo: Hp provided us this return policy.

Joel Artajo: This Product Has Limited Exchange Privileges.

For support on this product, please contact HP Consumer at 1-(800)-474-6836. Defective exchanges for identical item within 14 days of purchase permitted on this product with prior manufacturer approval.

 SP: If not that I expect a full refund issued immediately and a shipping tag for return. I should not have to contact HP, I ordered from TigerDirect based on specifications on the TigerDirect web page. Why was I shipped a PC with an incorrect specification?

 SP: That is fraud

 SP: I will contact my credit card company immediately if this is not taken care of.

Joel Artajo: We need to follow that Policy and HP is very strict on this policy that they have provided US.

 SP: Is it your statement, as a representative of TigerDirect that you are not responsible for specifications on TigerDirect's website?

Joel Artajo: We do not just make any specification of a certain item on our website. We rely on the INFORMATION that is being provided to us.

 SP: I will share this information on a printout from this very session with the entire internet.

Joel Artajo: We have match the specs on the website and on HP side everything seems identical.

 SP: I should not have to do any more work. This is absurd. I ordered, I waited and was sent the wrong product, and you offer no contrition and avert responsibility. That is not at all reasonable.

 SP: Except, that the machine shipped to me does not match those mistakes.

 SP: I mean, does not match those specifications.

Joel Artajo: You claimed that you received a wrong item Please have the HP support guys to check for us process the exchange
immediately.

 SP: I ordered from TigerDirect.com, not HP.

Joel Artajo: Yes from us but the return policy but provided by HP.

 SP: I demand you wait while I call.

 SP: This is actually the second problem that I have had with this computer. I ordered on 3 december from Amazon and had the exact same problem.

 SP: I did not have to contact HP in that case.

 SP: I was told by TigerDirect technical support that the problem was fixed.

Joel Artajo: No I have to help other customer you need to contact us back through chat or phone.

 SP: The number listed is not answering for HP.

 SP: No, you need to help me.

 SP: I cannot reach HP and have been trying to contact TigerDirect since 730 AM, I demand a full refund immediately

 SP: I demand to speak to a supervisor, now.

Joel Artajo: Please use this number.

Joel Artajo: 1-(800)-474-6836

Joel Artajo: Call us at 1800.800.8300 if you wish to speak to a supervisor.

 SP: No, I demand they call me, immediately

 SP: I have been waiting all day long. This is incredibly difficult and should not.

 SP: I will be sharing this with every consumer website I can.

Joel Artajo: I will send an email to the coaches.

Joel Artajo: What is your best contact number.

Joel Artajo: Mr.  SP?

 SP: XXXXXXXXXX

Joel Artajo: Please hold,

 SP: HP is stating that it is TigerDirect's responsibility

 SP: I demand a full refund immediately

 SP: Paid no later than the end of the day.

Joel Artajo: Did they provided you a ticket number?

 SP: And a shipping label to return this to TigerDirect. I will be forced to pursue legal options
if not satisfied.

 SP: They will not provide a ticket number.

Joel Artajo: Expect a call from a supervisor within the day.

 SP: No, not good enough.

 SP: Immediately as in right now.

 SP: And a full refund, in my bank account by the end of the business day or legal options explored.

 SP: HP is stating at this moment that they cannot do anything.

Joel Artajo: No. it is stated on our contract that any issues on thier product that is under the return policy they will provide a
ticket. For us to process the refund.

 SP: They are not giving me a ticket.

 SP: I am on the phone with them right now.

Joel Artajo: Once the supervisor call you they will do a 3 way call HP and YOU. please wait for the call.

 SP: I am on the line with HP right now. I demand my refund. The technician is stating that there is nothing they can do.

 SP: The supervisor must call immediately.

Joel Artajo: Just please ask for the ticket.

 SP: I have asked for a ticket.

 SP: They have responded that they cannot do so.

Joel Artajo: May I have it?

 SP: Have what?

 SP: There is noticket.

 SP: I am certain that the Better Business Bureau will be amused to know that TigerDirect does not stand by it's products and that they harass customers. I'm sure the entire internet will be amused by this exchange.

Joel Artajo: All tech support center it is an SOP that they need to provide the ticket to every customer that ask for it.

Joel Artajo: It is the customer right.

Joel Artajo: On every call there is a ticket number. for referrence.

 SP: They are stating that because it is not an issue they support they cannot provide a ticket.

 SP: I just told them what you told me.

Joel Artajo: Wait for the sup call.

 SP: When is the supervisor going to call?

Joel Artajo: I need to assist other customer.

 SP: Ten minutes ago was too late.

 SP: You need to help me,.

Joel Artajo: I have just send the email.

 SP: My issue has not been resolved in any way.

Joel Artajo: They havent responded yet.

 SP: Not good enough.

Joel Artajo: I will hold.

Joel Artajo: i will just help other customers.

 SP: I have been defrauded and forced to wait on hold all day long. That is unacceptable.

 SP: I should send a bill to TigerDirect for my hourly rate in addition to the refund I am owed at this moment.

Thank you for using TigerDirect Chat. You may now close this window. Call Now! You qualify for a FREE $10.00 Rebate off any purchase. Call 1-877-444-3312 Toll Free 7 A.M. - Midnight EST / Limit One per Household.

Your session has ended. You may now close this window.

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