Banknotes - banknotesnbooks - alex T. Hyams company/individual won't exchange defective merchandise or give a refund Avondale Arizona

Unfortunately, the entire story is not quite being told here. "Mike" is actually an online dealer of the same types of DVDs we sell. He was fully aware when he bought these DVDs that we do NOT refund on defective items (exchange only). The reason for this policy is to prevent pirating of the discs for private use or resale and then returning them for a refund. This policy is clearly laid out on our store website and in our auctions on EBAY (which, by the way, have a 99.9% positive feedback rating).

Mike paid for these DVDs via PayPal. He was a repeat customer and we have not had issues with him before. This order, however, was the first "large" order we got from him.

When he contacted us, claiming that 22 out of the 23 discs were not working (a very improbable assertion in itself, since he has never complained about our DVDs before; they are manufactured the same way as all our other DVDs; and we rarely get similar complaints), we advised that upon return of the DVDs, we would replace them without charge and would pay for the postage to send the new DVDs back to him. Mike agreed to send them back and the discs were received THREE WEEKS later. Once the discs were received, we sent off a new set within 48 hours (we have delivery confirmation to affirm that). AFTER we sent out the replacement discs, Mike then attempted to file a fraudulent chargeback on the item via PayPal.

Unfortunately, for Mike, PayPal would not honor the claim, because he had filed it THREE MONTHS after purchasing the items (not 1 1/2 months as he claims here). Also contrary to his claim, he did indeed receive the new set (we have the proof via USPS delivery confirmation).

So, to review:

1. This is an online dealer, not a private consumer, who has been reselling our DVDs at a higher price (we know, because one of his customers contacted us via our website address on our DVDs to order different titles);

2. He "reviewed" the DVDs and made a complaint more than THREE MONTHS after purchase (leading us to believe that he either could not resell them or pirated them and wanted to get his money back after he copied them);

3. He acknowledged in his SECOND email that he was aware that we do not refund recordable media to avoid piracy theft and asked for a replacement set when we advised again we would not refund a payment ... especially on a large order from more than 90 days prior;

4. Once he sent them back and we sent out a replacement -- something we acknowledged in an email to him -- he then attempted to be clever and file a chargeback after we sent out a new set at our expense.

All of these points are verifiable either by looking at our webstore (WWW.GERMANWARFILMS.COM) or by contacting us for copies of the delivery confirmation receipts for the merchandise he is claiming he never got). Consumers can also look at our auctions on EBAY (antiquitiesinarizona) to look at our excellent feedback.

We very much stand by our products and in the few cases, where there have been defects, even though we SAY we won't issue refunds, have done so when customers have had legitimate complaints filed with us within a reasonable period of time. We don't consider 3 months + to be "reasonable" by any merchant's standards. Evidence of our willingness to work with customers is even reflected by such customers in our EBAY feedback.