Performance-PCS is calling me a bad customer because they sent me the wrong screws

[dajeepster]

lol... Performance-PCS is calling me a bad customer because they sent me open boxes of EK water blocks for some gpus that had the wrong screws and i complained to them about it and now won't sell to me... cause i complained?!...

Order Date: Tuesday 01 February, 2011
Products
1 x
EK-FC5870 V2 for Radeon HD 5870 V2 (Non-reference Design) - Acetal
- Fitting Size: 1/2" Barb for 1/2" ID tube
$109.95
1 x
EK-FC275 GTX SLI - PLEXI
- Single Slot PCI Bracket: No Single Slot PCI Bracket
- Fitting Size: 1/2" Barb for 1/2" ID tube
$114.95
1 x
EK-FC260 GTX (55nm G200b) Water Block for Nvidia 260GTX - Plexi
- Fitting Size: 1/2" Barb for 1/2" ID tube
$107.95
Sub-Total:
$332.85
United Parcel Service (1 x 8.75lbs) (Ground):
$18.48
Total:
$351.33

Status History & Comments
02/01/2011
Processing
02/01/2011
Shipped
km.jd
02/05/2011
Pending Backorder
Screws in the box for the water block aren't correct. Emailed EK to get the parts info so we can replace. JED
02/14/2011
Shipped
sent backorder
To check the delivery status of your package at any time please visit:
url deleted
km.jd
02/15/2011
BAD CUSTOMERS!
Received incorrect screws with EK block. Unreasonable, will not accept further orders.

they're calling me unreasonable for expecting the correct screws with the blocks i ordered.. lol

 

[Avalon]

I used to live just down the street from Performance PCs, good group. Are you sure you're just jumping the gun and taking it to mean you're a bad customer and not the people they purchased the inventory from? I'm not really seeing a whole lot of info here...were the items open box? Was there any communication?

 

[3DVagabond]

Looks like you got the job notes from the person(s) that were handling this. Looks like someone got unreasonable. Either you, with Performance-PCs, or Performance PCs with the supplier of the water blocks. Did you ask them to clarify what it was about? Did you go off on the person on the phone? Yell, curse, call his mother names? Have you tried to get to the bottom of this with them?

 

[dajeepster]

Looks like you got the job notes from the person(s) that were handling this. Looks like someone got unreasonable. Either you, with Performance-PCs, or Performance PCs with the supplier of the water blocks. Did you ask them to clarify what it was about? Did you go off on the person on the phone? Yell, curse, call his mother names? Have you tried to get to the bottom of this with them?

never talked on the phone with them... I just found this out when i tried to order some parts from them... said my account was closed.

 

[dajeepster]

I used to live just down the street from Performance PCs, good group. Are you sure you're just jumping the gun and taking it to mean you're a bad customer and not the people they purchased the inventory from? I'm not really seeing a whole lot of info here...were the items open box? Was there any communication?

I'm pretty sure they are taking me as a bad customer and not the people they purchase from. they closed my account and won't deal with me anymore.
here's the email exchanges that I had with them.

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Message body

Your screws were sent out to you yesterday, have a nice day.

Best Regards,
James "Levell0rd" Davis, Performance-PCs.com
1701 Robert J Conlan Blvd. NE
Unit #5
Palm Bay, FL 32905

(321) 725-9969
sales@performance-pcs.com

www.performance-pcs.com

On 2/15/2011 2:27 AM, Scott wrote:

Mr James Davis,

What you fail to realize is that I did not order an "excuse", I ordered a product that you advertise and expect your company to fullfil that obligation. I did not order an excuse. If you feel that I had ordered an excuse, please feel free to point out on my invoice which line item that was so that I can rectify that situation.

But as per my original email, I requested that the correct screws be sent to me which was repeated in the second email. I had also stated the condition that the package was in when recieved so that you could possibly improve QA on your end, but appearently this happens quite often with Performance PCS. Sorry to hear this, but this has never happened with any other EK blocks I've had or used for other systems. Granted that I don't deal with the volume that Performance PCS does, but I don't think this is indicative of the outstanding quality of EK blocks. I've never had a problem with any of EK blocks that i have used in the past and presently use with incorrect TIM pads, missing pads, incorrect hardware, missing hardware, incorrect instructions, defective parts, etc...

If you feel that I had purchased an excuse from your company, let me assure you that I did not. And that I request a refund for any excuse that I may have inadvertently purchased.

thank you and have a nice day,

Scott

--------------------------------------------------------------------------------
From: James Davis <sales@performance-pcs.com>
To: Scott ;EK Edvard K&#246;nig <e.koenig@ekwaterblocks.com>
Sent: Mon, February 14, 2011 8:54:02 AM
Subject: Re: Message from Performance-PCs.com

I understand your frustration. But what you fail to realize is just because an EK block is opened, does not mean it's not new. In EK history we've had to open hundreds of EK blocks to fix issues just like the one you're experiencing now. Incorrect TIM Pads, missing pads, incorrect hardware, missing hardware, incorrect instructions, defective parts..... We are doing our best to fix these parts but sometimes they make it through.

And we can send you all the hardware we have, but if it's still not right then you still can't use the part. We can open another package and see what it comes with, but we'd be right back where we are now with the next customer saying it's not new. We are doing everything we can but without a response from EK telling us what parts we're supposed to send, we have to simply wait. I'm hoping they can answer quickly so we can get this resolved. We'll Priority Mail the parts out as soon as they respond to us.

Best Regards,
James "Levell0rd" Davis, Performance-PCs.com
1701 Robert J Conlan Blvd. NE
Unit #5
Palm Bay, FL 32905

(321) 725-9969
sales@performance-pcs.com

www.performance-pcs.com

On 2/14/2011 4:25 AM, Scott wrote:

Hello,

It's been a week now and still no word on the status. I've ordered an $100+ block from you and you sent me an open box, and it had the wrong screws in it. Either get me the correct screws NOW, send me a replacement NOW, or refund me my money NOW.

if you do not do so, i will be forced to do a charge back on my credit card because you didn't ship me what i ordered... which was a NEW item, not an open box item which i can't use because it has the wrong screws.. my computer is sitting in parts because i was sent the wrong item(open box with wrong screws) instead of the right item (new item with correct screws).

Please rectify this immediately,
thank you

Scott
--------------------------------------------------------------------------------
From: PPCS Sales <sales@performance-pcs.com>
To: Scott
Sent: Sat, February 5, 2011 10:07:29 PM
Subject: Re: Message from Performance-PCs.com

We will find out from EK what screws are needed and send them to you asap.
Best Regards,
Jennifer Davis
Shipping Manager, Performance-PCs.com
1701 Robert J Conlan Blvd. NE
Unit #5
Palm Bay, FL 32905
(321) 725-9969
sales@performance-pcs.com

www.performance-pcs.com

On 2/5/2011 5:17 PM, Scott wrote:
From: Scott

------------------------------------------------------

I had ordered the following item:
1 x EK-FC275 GTX SLI - PLEXI
- Single Slot PCI Bracket: No Single Slot PCI Bracket
- Fitting Size: 1/2" Barb for 1/2" ID tube

The box that the item was in had it's seal broken and it did not have the correct screws. i.e. the screws do not fit the waterblock.

I need the correct screws sent to me immediatly or the item replaced.

thank you
Scott

------------------------------------------------------

Office Use Only:
From: Scott

Date and Time: Sat Feb 5 2011 17:17:22 EST

 

[titan131]

Typical American RUDE and OBNOXIOUS... hehe just kidding, but u weren't exactly very patient with them ^_^ But they seem to have taken it very personally to have cut you off. Not good business practice IMO.

 

[dajeepster]

Typical American RUDE and OBNOXIOUS... hehe just kidding, but u weren't exactly very patient with them ^_^ But they seem to have taken it very personally to have cut you off. Not good business practice IMO.

I said thank you and have a nice day.. :sneaky:

 

[3DVagabond]

They are looking out for what's convenient for them. They did you a favor by closing your account. Shop elsewhere!

P.S. These emails are dated from February? Have they still not resolved this? Or, did you try and buy something else and they refused you over this? If you have sent us everything, unedited, then I don't see where they are coming from.

 

[dajeepster]

They are looking out for what's convenient for them. They did you a favor by closing your account. Shop elsewhere!

P.S. These emails are dated from February? Have they still not resolved this? Or, did you try and buy something else and they refused you over this? If you have sent us everything, unedited, then I don't see where they are coming from.

I just found this out today when i tried to order a few items from them today for a wc build i'm working on. and they were a few bucks cheaper than frozencpu.

I went back and got the original emails because i'm not trying to blow smoke and to give both sides of the story as represented by the emails and from what I got of thier website.

The only editing done to the emails were my full name, email address, and address were removed, everything else in the email is unedited.

I did find a different site today (sidewinder computers) that has the items for a few bucks cheaper... but i'm a little apprehensive about ordering from a yahoo company.

 

[3DVagabond]

You shouldn't give them anymore of your money. They put the whole problem (and solution) on EK. If I were you, I'd take it a step further and see if you can send an email to EK, or their rep, if they have one. They need to know the type of service their customers (you) are getting from Performance PCs. Enough complaints, and they might find a more deserving retailer to represent them.

 

[Keysplayr]

Something tells me we don't have anywhere near the whole and accurate story here.

 

[mnewsham]

IMHO you were being a bit harsh, they were after all trying to work with you in the way they thought was best for BOTH parties, after you realized you might have to wait longer you got rude, I know if you had done that with me I wouldn't be doing business with you again.

 

[dajeepster]

Something tells me we don't have anywhere near the whole and accurate story here.

you have the whole story on my part. I've only communicated with Performance-PCS through email. I don't know what transpired between them and EK. In the email dated February 14, 2011 8:54:02 AM from Performance PCS, they had EK cc'd. And i did recieve the screws a few days later from EK. and the last email I recieved from Performance-PCS that was dated on the 15th of feb stated that the screws were shipped the day before.

 

[Qbah]

Your reply was cocky and rude. The shop explained why the box was opened and assured you would be sent the items as soon as possible. I wouldn't do business with you either after such an email.

You don't like their service, do business elsewhere. They have the right not to provide you with anything. Your story just shows that they did the right thing.

 

[dajeepster]

IMHO you were being a bit harsh, they were after all trying to work with you in the way they thought was best for BOTH parties, after you realized you might have to wait longer you got rude, I know if you had done that with me I wouldn't be doing business with you again.

upone them recieving my initial email, i got a response back the same day... then nothing..they didn't respond back to my initial email for 9 days... that's when i asked what was going on... they basically emailed back to me that i failed to realize that it wasn't thier fault.. i responded back with what they failed to realize is that i didn't purchase an excuse..

they didn't send me the correct screws, replacements screws or refund me my money until after i threatened with a chargeback because of their inability to fullfil the order which they had charged me for. they didn't do anything until after i had recontacted them again.

I don't think i was being unreasonable for expecting to recieve the correct item that i paid for in the first place. would you do nothing when you found out that a customer didn't recieve what they bought from you was correct?.. if you wouldn't do anything, then i wouldn't buy from you ever again as i'm sure alot of people wouldn't buy from you either.

 

[mnewsham]

upone them recieving my initial email, i got a response back the same day... then nothing..they didn't respond back to my initial email for 9 days... that's when i asked what was going on... they basically emailed back to me that i failed to realize that it wasn't thier fault.. i responded back with what they failed to realize is that i didn't purchase an excuse..

they didn't send me the correct screws, replacements screws or refund me my money until after i threatened with a chargeback because of their inability to fullfil the order which they had charged me for. they didn't do anything until after i had recontacted them again.

I don't think i was being unreasonable for expecting to recieve the correct item that i paid for in the first place. would you do nothing when you found out that a customer didn't recieve what they bought from you was correct?.. if you wouldn't do anything, then i wouldn't buy from you ever again as i'm sure alot of people wouldn't buy from you either.

No you threatened to chargeback and they did something for all you know they were already sending the parts out you just couldn't wait. face it you were being rude and disrespectful. They were working with you, it isnt all their fault and it isnt yours either but your inability to wait has caused you to be banned from buying from them. Good on them.

 

[notty22]

I can understand their pov.
You loaded up the sarcasm at the explanation for your open box claims.
Then the threat of the charge back, can/will effect their status with the CC companies.
Which is obvious, how important that is to e-tailers. Especially smaller ones.

 

[dajeepster]

No you threatened to chargeback and they did something for all you know they were already sending the parts out you just couldn't wait. face it you were being rude and disrespectful. They were working with you, it isnt all their fault and it isnt yours either but your inability to wait has caused you to be banned from buying from them. Good on them.

they weren't working with me til after i asked them what was going on. I heard nothing from them for 9 days, that to me sounds like they weren't working with me and hoping i'd go away... i waited for them.. got nothing.. at that point i had to be more aggressive and turn up the heat. Then they responded.

I had bought a few waterblocks from Coolerguys a couple of weeks ago, I went to install it last weekend and found that two of the blocks were defective (recessed threads in a post on each). emailed them last sunday asking for a replacement, they responded back late that night asking which part it was, i explained to them which part it was, they contacted the manufacturer and a few days later i recieved the replacement part. didn't have a problem with them... just they don't have the biggest selection when it comes to watercooling.

 

[MagnusTheBrewer]

I can understand their pov.
You loaded up the sarcasm at the explanation for your open box claims.
Then the threat of the charge back, can/will effect their status with the CC companies.
Which is obvious, how important that is to e-tailers. Especially smaller ones.

Yup, as a smaller e-tailer, I'd have told the OP 'so long' as well.

 

[mnewsham]

i had to be more aggressive and turn up the heat

Is that really what you think? Sad world you live in.

 

[Itchrelief]

It seems like you tried to browbeat them and it misfired. A simple request for an update on the screws may have been a better way to go, but they seem to have taken the aggressive tone of your emails the wrong way.

 

[Itchrelief]

Is that really what you think? Sad world you live in.

On their end, it could seem like you suddenly blew up on them. You went off the deep end way too early IMO. Slowly escalating the heat would have been better.

 

[dajeepster]

I can understand their pov.
You loaded up the sarcasm at the explanation for your open box claims.
Then the threat of the charge back, can/will effect their status with the CC companies.
Which is obvious, how important that is to e-tailers. Especially smaller ones.

All they had to do was rectify the problem, which it took them awhile to do and not until after said sarcastic email. the sarcasm was a little thick, but i didn't ask for an excuse. all they had to say was.. "sorry about that, will be taken care of", but instead of owning up, he tried to brush it off as not thier problem and it happens all the time.

if you notice, his last email was short and to the point... that's how it should have been in the begining.

 

[dajeepster]

It seems like you tried to browbeat them and it misfired. A simple request for an update on the screws may have been a better way to go, but they seem to have taken the aggressive tone of your emails the wrong way.

well.. I heard nothing from them and recieved nothing for 9days... had to do something.

 

[MagnusTheBrewer]

I think the OP learned that you don't interact with businesses like you interact with people on forums/FB. OP, tell your friends.