Report: #524683

Complaint Review: EZ LAPTOP MOUNTS

  • Submitted: Mon, November 16, 2009
  • Updated: Fri, April 09, 2010
  • Reported By: Richard — Thornhill Ontario Canada
    4 S. EVERGREEN AVE. #214
    United States of America

Show customers why they should trust your business over your competitors...

I ordered a laptop mount online from They shipped a significantly incomplete mount and refuse to ship the missing components (mounting hardware, laptop tray with cooling pad, quick disconnect knob which is required to assemble the mount). In fact, more parts from the product sheet were missing than included!

They made the following claims about the product (from their website):

Our basic auto laptop mount works in all small,mid and large size cars, trucks and Suvs. With this mount, adjust the height from 12" to 24" and swivel from the driver to passenger with just one turn of the knob. The fixed Tilt gets you a great view, order online and get a free quick disconnect.






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#1 Author of original report

Picked up the phone and called. A resolution seems to be in progress.

AUTHOR: Richard - (Canada)

As per the suggestion in the previous message, I picked up the phone and called.

After not too long on hold, I was greeted by the gentleman with whom I've been debating on this web site. He was polite and helpful. While we could not see 100% eye to eye on what happened, he agreed to resolve the problem to my satisfaction by shipping the laptop cooling pads.

I was told he would inform me when the cooling pads arrived at his shop/location, and that he would then ship them to me.

I promised that I would post an update when the pads arrived at my location. We did not discuss a shipping time, but I imagine that I will be posting that the problem has been resolved shortly.
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#2 REBUTTAL Owner of company

End the soap opera and give us a call, its easy

AUTHOR: Get it right - (United States of America)

I think that this gets more and more confusing everyday what I dont understand about you is what have you never just picked up the phone and made a call to us. This way the comunication would of been easier this back and forth with this is just taking up lots of time. With our customers we have sent many free merchandise just to have a customer remember we were there to help and we have a 99.9% referal because of our customer service. We all know as much as we try any company tries its best but as the saying goes you can please some of the people some of the time but you can't please everybody as much as you try. Now If you would of called we would of corrected any problem this is why we provide a toll free number. Listing us here is just out of spite thinking your going to wreck our company well you are wrong about that. Because we carry so many models of mounts I think maybe you got confused with comes with the one you ordered. If a customer emails us and tells us most of the parts are missing we will tell them to send it back for a complete replacement. All you kept telling us is more parts were missing then sent. But then you on this site stated that you had to purchase 1 knob to get your mount to work. So we could not figure out if more parts were missing then shipped as you stated how did you get it to work with just one knob. Of course we will reply to any emails sent to us and we do sell cooling pads metal and plexiglas. So from the email you sent we are thinking you purchased a cooling pad and never did get it. We sell many products at large volumes. So as I stated in the last response lets stop wasting time here and figure out what this is all about and get it resolved by phone call us toll free or we will call you just let us know the time zone your in and the best time to call your time.
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#3 Author of original report

I'm not asking for an expensive mount

AUTHOR: Richard - (Canada)

I'm not asking for an expensive mount. I'm not asking for a metal tray. I'm not asking for anything, except what was listed in the ad which I COPIED AND PASTED from your website above, and in the email you sent to me which was also COPIED AND PASTED from the email above.

The mount cost $29, and the ad for the mount is above. It says that it includes a 3 FAN cooling pad. On the right side of the page it said that it was a NEON cooling pad (That doesn't show up in the copy of the main column). When I contacted you you said it shipped from a different company and that it would arrive soon.

Did you make a mistake on your web page? Is it promising something you never intended to promise? Maybe! I don't know. I'm not sure why you won't send what the ad said. It was probably a mistake, but it was YOUR MISTAKE, and as a responsible business owner, YOU SHOULD CORRECT IT.

I don't care if it's black. I don't care if it's plastic or metal. I don't care if it's shipped from a different company. I don't care if it is part of a $29 mount or a $150 mount. All I care about it that it was promised in the ad literature from the mount I ORDERED, and I PAID FOR, and I DIDN'T GET IT.

I would like to:

a) receive the cooling pads
b) receive my money back, and ship the mount back AT YOUR EXPENSE because this is YOUR MISTAKE.
c) Receive a partial refund for the amount that I can buy similar cooling pads for at a local store. That way, you don't have to pay ridiculous shipping amounts, and neither do I. If you want to go with this option, please feel free to take the value from any store located in Toronto, or Thornhill Ontario, Canada.

I don't even understand what you're arguing about. You promised one thing, and delivered another.. end of story. PLEASE DELIVER ON YOUR PROMISE.
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#4 REBUTTAL Owner of company

You Have A Strange Way Of Dealing With A Company

AUTHOR: Get it right - (United States of America)

Now your order showes that you paid $29.99 for your mount. The mount that comes with the metal 3 fan cooling tray is $159.99. So how did you get to the idea that a mount for $29.99 is the same as the mount for $159.99 So what your saying is if I send you a mount that goes for $159.99 and you only paid $29.99 you will list we are not crooks. We do have a copy of your order if you need it. Now we do have a plexiglas tray that has built in cooling pads. But what your saying is you have a metal tray with missing fans? The problem here is the metal tray with the cooling fans won't fit the mount you purchased for $29.99 so it looks like your saying IF we send you the mount with the metal tray with the cooling pads the one on our site for $159.99 you will be happy and list were not crooks but first you said if everything goes well. That is one heck of a discount $159.99 and you get it for only $29.99 I have a idea insted of  the way you disided to do it here why not be a man about it and call us because i want you to tell me how you came about thinking were crooks.
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#5 Author of original report

The model I was shipped does not have a tray with cooling fans in it

AUTHOR: Richard - (Canada)

I think we are actually misunderstanding each other. I was shipped a tray with *no cooling fans*. If you do not believe me, tell me that, and I will take and post a photograph for you.

I would be happy to return it at your expense and receive one with cooling fans if you are making that offer. Please tell me how to ship the item. If all goes well, I will post here and clarify that you are not crooks.

Please note that the cost of shipping (2 ways) is TWICE the cost of the mount itself, but I am more than happy to do the shipping if you are willing to pay for it.
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#6 REBUTTAL Owner of company

The truth is never far behind

AUTHOR: Get it right - (United States of America)

The public is seeing what kind of person you are. You listed that you had to buy your own knob to make the mount work right. Right that is what you originaly listed. Then you listed there was more parts missing than shipped right. Then you listed that the cooling fan was missing right. Well you did say you had to buy your own knob to start using the mount. Well the model you have has a tray with the fans in it so if the cooling fan is missing how in the heck are you using the mount. So this tells me you did get everything, and you did state you had to buy your own knob to get your mount to work. So you did say in the original complant more parts were missing that shipped, But you only said you had to buy a knob to get it to work nothing more was listed. So as they say the truth is never far behind and myself and the public is seeing this. So the whole reason we wanted you to send the original mount back is because your stories never would line up. Why did you want to keep the first one if so many parts were missing, what good would it be to you. Well now me and the public can clearly see all it took was a 10 cent knob and you have a mount that is in use.So you wanted us to send you a complete replacement mount There you go 2 for the price of 1 plus free shipping. So you did not get your way so you used this service to continue to try.
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#7 Author of original report

Are you going to ship the cooling tray?

AUTHOR: Richard - (Canada)

Can you please answer me. Do you intend to ship the cooling tray?

The public is getting to see how you handle customer service. All I want is the tray. You won't tell me if you shipped it, when you shipped it, a tracking number. Please, just send me the tray/fans, and I will promise to post here when I receive it.

If you don't want to ship it, just say "we won't ship it", and why you think it's ok to not ship it, and then I'll leave you alone forever and ever.
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#8 REBUTTAL Owner of company

The problem with this guy is he thinks.

AUTHOR: Get it right - (United States of America)

Now you stated that we refused to send you the so called missing parts but the email states we would of been of been happy to send them, your statment is we refused so you conterdicted your self. Also we told you we would get the mount you had first back to us at our exspence you refused and still wanted to keep the first one that was missing all the parts and for us to send a complete mount so 2 for the price of 1. Then in your other statment you said you had to get the missing knob yourself. So the 3 fan cooling pad is the plexiglas tray with the fans all in one so if you never got the cooling fan tray and all the parts (more missing than shipped) as you said how are you using the mount you did state that you had to get your own knob. See the reason we told you to send everything back that you had is because the first email was you were just missing a knob the next one was the tray with the fans then the quick disconnect. At this time we knew there was somthing wrong here so we wanted everything back. So what I see if you sent the first one back you would be giving up the mount as you said you had to get your own knob and in use.
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#9 Author of original report

EZLaptop Mounts cannot substantiate their claims

AUTHOR: Richard - (Canada)

Are you claiming that you did send the promised cooling fans? Because I think we are not understanding each other. Your email claims they were sent, but they never arrived. It seems suspicious that you claim to have sent them 2 months after I originally ordered.

Can you prove you sent them?
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#10 REBUTTAL Owner of company

Merchants get ripped off on the internet read our reply

AUTHOR: Get it right - (United States of America)

The first response to our customers is to see what the problem is. If ther is anything missing we will send it within 24 hours. In this case we desided to have him send everything back at our exspense because it did not seem right that all the listed parts could be missing. He refused to send it back just wanted to keep the original order and us to send a complete replacement mount. We refused and told him he would have to send it back to get a replacement mount at this point he told us we better send him the mount out in 24 hours or he would trash our company. We Will Not Be Exstorted By This Man Or His Company. To help keep merchants online safe we have desided to have a page no our site that lists people and companies we have delt with and list the exsperance we have hade with them good and bad. Stay tuned for more here or on our site.
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#11 Author of original report

Proof that EZLAPTOPMOUNTS is lying

AUTHOR: Richard - (Canada)

You are lying. Here is the proof in an email you sent me 2 months after the mounts were shipped. It has been 3 months since I received this email. I have not received the cooling fans, and I have paid myself to replace the missing quick disconnect knob:

From: Ez Laptopmounts <>


Date: January 7, 2010 1:22:27 PM EST

To: Richard Fairthorne <>

I am very sorry about that. Which Mount did you purchase so I may look up you type base needed. The cooling Fans come from another shipping company. You should see that with in a week. What other parts do you think you are missing. I can have an installer call you and go over all the parts and help with installer if you like. Please provide a phone number if you agree. Thank you, Jules

===== >8 ========= (End of email)

Where are the promised cooling fans? What company were they sent with? Do you have a tracking number?

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#12 REBUTTAL Owner of company

We Never Sell 2 For The Price Of 1

AUTHOR: Get it right - (United States of America)

This is the case of the customer using a service like this to get a free B His mount was complete and nothing more than him wanting to put one over on us. We told him to send everything back at our exspence and we will ship him out another well we were not surprized that he wanted to keep the original one also said he would keep it just for parts hmmm. We think this is a good service for the public however like anything else it can be abused and used to exstort a merchant. Thank You
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