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markf

join:2008-01-24
Burlington, ON
kudos:1
Reviews:
·WIND Mobile
·ELECTRONICBOX
·Execulink Telecom
reply to TheZandrew

Re: Speedtouch.ca not so honorable as it turns out...

Ok, so now that "Dave" has spoken, here my dishonourable story about this individual/company.

I purchased a modem for another property of mine on August 1. Arrived the next day, so far so good. I didn't get around to setting up until August 9th. When I did, I ran into difficulty as it would not accept the default username/password to configure it. I called Teksavvy(the ISP for that property), I searched online (ended up incurring data charges on my cell plan as I had no internet at that location) and after about 2.5 hours of fighting with it, I packed it up, brought it back home and sent a late night email off to Dave asking for guidance.

After a short exchange of emails, when he realized it wouldn't reset he said "Ok. What is your order number? I will send out a replacement today. I will charge your card again until I receive the defective one back, then I will refund 100%. Thanks"

Based on our discussion and shipping timelines, I was likely to be out of town when it came, so we exchanged a few more troubleshooting ideas (reflash, reset, that sort of thing) I had already tried, but many required the password to get into config.

Anyways, we arranged a time to get the new one to me and so far everything was good. I had asked him to send a shipping label with the new one, but he did not. The new modem worked perfectly, so I just sucked up the return shipping cost and sent it back to him. He received it August 29.

A week later, on September 5th, I emailed to check on the refund status to which he replied "Did it last nite" - that was the full extent of the email. I replied thanking him and told him I would look for the credit.

Time passes, so last Thursday, I asked him to check on the refund again in case he credited another account. I told him that I didn't want to have to escalate this in that email. On that same day he replied "I will double check. I am sure I credited you. Stand by. Thx"

So far, ok.

Then this morning he emails me a fuzzy picture of the bottom of the modem, tells me there is "clearly water damage" and he won't refund me anymore.

There is a thermal sticker on the bottom of the modem (not the regular label) which has faded due to the heat the thing produces. I mentioned to him that this was caused by the heat to which he replied that heat rises, so it had to be water. Not getting too deep into a pissing match, I told him that it was caused by the conduction of the heat through the bottom of the modem as the modem was operating at high temperatures. The thing still boots, all the lights are on properly, you just can't get into the configuration because the password won't work. I've tried dozens of combinations on it too.

So, 3 weeks after receiving the modem, after telling me twice that he had refunded me, he has come up with a bogus claim and will "keep the modem for the credit card company to see when I challenge this". There was no water anywhere near the modem on my end, yet he has the gall to accuse me of sending him back a damaged product.

There is no honour in Dave from speedtouch.ca

He is the least professional person I have dealt with - the emails I exchange with family and friends don't even come close to the level of unprofessionalism shown by his one line responses, including things like "Kk".

I have spent more than enough time on this person and am just waiting for the credit card company to come through.

There are many better options online and in store of legitimate, reputable companies to deal with. If you deal with him, hopefully you get lucky. If he sends you a brick, don't bother sending it back, because not only are you out the cost of that brick, shipping it back and a new modem, you'll have all sorts of aggravation.

So far the one functioning Speedtouch 516 I have from Dave has cost me over $130 when you include the cost of the brick, shipping and the functioning modem.


markf

join:2008-01-24
Burlington, ON
kudos:1
Reviews:
·WIND Mobile
·ELECTRONICBOX
·Execulink Telecom

I also just went back to their website.

Apparently they do store credit card info. I never had to give it to him a second time, yet he was able to charge me.

Also, "We offer a full 1 year advanced replacement warranty un-like any other retail site!" It is unlike any other retail site - they will take your money twice and accuse you of having damaged the product in ways that are false.



damir52
SFRJ
Premium
join:2003-05-24

In simple words, DO NOT BUY FROM DAVE !
--
www.urimage.net - Free Image Hosting


markf

join:2008-01-24
Burlington, ON
kudos:1

damir, I found your story interesting, especially considering about 2 hours later he was accusing me of water damaging products, even though he has no problem with his delivery people dropping them off in water.


daeron

join:2012-05-11
Ottawa
reply to markf

Actually from what I understand about the technology, the gateway actually issues a token, so the merchant never has your CC creds but can charge against this in the future. It's to protect in case there is a data breach etc.



challengthis

@stsn.com
reply to markf

Just call your CC company, you wont lose this. He claims water damage, but he also cant because of a few reasons.

1. He is a dealer, he can sub in any number of damaged modems at his disposal for this unscrupulous claim.
2. The ST516 has no water damage indicators, and the sticker on the bottom is plastic/foil. Only the manufacturer/ repair center can claim water damage.
3. Unless you specifically emailed "yes, you can charge my card for a second one in advance" or he recorded a conversation with you saying that, its an unauthorized charge. You could technically sue him for it.

I have ran into these merchants before, very typical of the scum class.

Use an AMEX in the future, their charge back system is brutal for the unscrupulous merchants.

Hope you win!


markf

join:2008-01-24
Burlington, ON
kudos:1
Reviews:
·WIND Mobile
·ELECTRONICBOX
·Execulink Telecom

He did have my authorization for the second charge, but in the same sentence he promised a "100% refund" when he received the other one back.

I have called the CC company, just waiting for a call back today or tomorrow. The lady on the phone said it sounded pretty straight forward.

I will look into small claims if necessary, but I think the CC will take care of it without an issue.



upsidedown

@utoronto.ca

said by markf:

He did have my authorization for the second charge, but in the same sentence he promised a "100% refund" when he received the other one back.

I have called the CC company, just waiting for a call back today or tomorrow. The lady on the phone said it sounded pretty straight forward.

I will look into small claims if necessary, but I think the CC will take care of it without an issue.

So, how did it go?

markf

join:2008-01-24
Burlington, ON
kudos:1

CC company wants faxes of the emails where he said he'd give me my money back.

A bit of a pain to haul a phone line to my fax/printer, but I will have to do it in the next couple of days.



Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4

Save the email to a PDF and then use www.faxzero.com to send it. They'll let you send up to three pages for free, but you can break up the emails into multiple separate faxes if you need to.


markf

join:2008-01-24
Burlington, ON
kudos:1
Reviews:
·WIND Mobile
·ELECTRONICBOX
·Execulink Telecom

Click for full size
Thanks, I've tried that service, now I'll see what happens next.

Just for fun, let's play which is the water damaged modem.

Look at the pictures and tell me which one is "water damaged"

MajorPewPew

join:2010-09-19

said by markf:

Thanks, I've tried that service, now I'll see what happens next.

Just for fun, let's play which is the water damaged modem.

Look at the pictures and tell me which one is "water damaged"

So, whats the verdict? Did you put "Dave" in his rightful place?
--
Feel the SPEED, the SPEED!!!

markf

join:2008-01-24
Burlington, ON
kudos:1
Reviews:
·WIND Mobile
·ELECTRONICBOX
·Execulink Telecom

The CC company will be issuing the chargeback within 3 business days.

I think knowing that over 1400 people have read about Dave thanks to the OP and my story is putting him in his place quite well.

Hopefully no one else has to experience Dave's customer "service" and they buy from reputable retailers instead.

You don't save buying Dave.