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Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
reply to TigerLord

Re: [Serious] In sticky situation with a merchant, not sure what

NCIX has to be one of the worst places to return things, but this sounds like a case of incompetence unusual even for them. I'd definitely take it up with management, and then if necessary with the Quebec consumer protection agency.

I've returned two things to NCIX, and both were a pain. One was an in-person return to their distribution warehouse where I had picked it up. The couldn't take it back because the genius required to do the "inspection" wasn't in that day. So they sent me to the store a few blocks away, where I had to wait behind a customer who was getting irate because they were refusing to take his item back, too. And when I finally did get them to accept the return, they dinged a 15% restocking fee.

The other item was a monitor on which I had purchased the Express RMA guarantee -- "return for any reason, no questions asked." Well, they took it back, but they asked a LOT of questions -- more like the Spanish Inquisition than a friendly return transaction.
--
I go and lie down where the wood drake rests in his beauty on the water, and the great heron feeds. I come into the peace of wild things who do not tax their lives with forethought of grief. For a time I rest in the grace of the world, and I am free.


Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4
said by Wolfie00:

The other item was a monitor on which I had purchased the Express RMA guarantee -- "return for any reason, no questions asked." Well, they took it back, but they asked a LOT of questions -- more like the Spanish Inquisition than a friendly return transaction.

See, I had an opposite experience with NCIX when I returned a monitor two summers ago. I had literally no issues at all with the whole process.


Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
Maybe that aspect has improved (it was probably 6 years ago) or I just happened to get an obnoxious buffoon. But the 15% restocking and the accusatory "inspection" process -- the same one that seems to have the OP accused of damaging his own card -- is part of their customer-unfriendly policy.

As a counterexample, further to the Kindle discussion in the other thread, I decided to return the regular Kindle as I really preferred the Paperwhite. Amazon's return policy was a model in customer satisfaction. Log in to your account, print out an RMA slip and prepaid shipping label, slap the label on the box, drop in mailbox. Done. Reason for return? That's optional -- if you have something to say about the product, go ahead. About a week later you get an email confirming a full refund. No muss, no fuss. That's the way a consumer business should be run.
--
I go and lie down where the wood drake rests in his beauty on the water, and the great heron feeds. I come into the peace of wild things who do not tax their lives with forethought of grief. For a time I rest in the grace of the world, and I am free.


Gone
Premium
join:2011-01-24
Fort Erie, ON
kudos:4
Yeah, Amazon is certainly one of the better ones.

When I was down at Surfaces there was a social media seminar I went to. They said the number one way to get people to buy online is to offer a hassle-free return policy and pay for the return shipping. They went on and on about Zappos more times than I can count. But it's the truth. Remove the risk and there's no reason people won't do it.

The PC component industry might be able to get away with it because they're dealing with savvy customers would be buying on the Internet no matter what, but this kind of customer service would destroy the online arm of any other type of business.


Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
I think Dell also has their act together as one of the better online businesses, though I can't speak to their return policy as I've never needed to return anything. But their free shipping by Purolator for almost anything is a major plus. They must surely lose money on some of the very small items, especially when on sale, but it's worth it from a uniform customer experience perspective.

One of the big lessons in the consumer business that so many companies seem clueless about is how important it is for the customer to perceive the company as being on their side, "with them" rather than "against them" in dealing with sales and product issues. Most folks readily understand that if you're treated like crap then you will shop somewhere else, but apparently if you make $10 million a year as CEO, some companies require you to throw common sense out the window.
--
I go and lie down where the wood drake rests in his beauty on the water, and the great heron feeds. I come into the peace of wild things who do not tax their lives with forethought of grief. For a time I rest in the grace of the world, and I am free.


urbanriot
Premium
join:2004-10-18
Canada
kudos:3
Reviews:
·Cogeco Cable
reply to Gone
said by Gone:

See, I had an opposite experience with NCIX when I returned a monitor two summers ago. I had literally no issues at all with the whole process.

My two RMA experiences with NCIX were both positive, although I'm not sure if its because I've purchased a pile of stuff from them for me, friends and family or they're just all around good about returns.


neochu

join:2008-12-12
Windsor, ON

1 edit
Its never when things go right that a company gets hit for.

Its when things go wrong and agents/sups make bad/poor judgments about decisions. Their human too and mistakes happen.

Its also how fast the company corrects and compensates for the issue or solidifies the reasons for its decision (such as the coolant residue vs spilled capacitor electrolyte issue with the card the op is dealing with).

I've never had an issue with NCIX, even with pricing discrepancies and sales problems (IE purchasing a component that went cheaper the day after I bought it).

I only had to return a product once because it was a Green LED fan in a box labelled as Blue. So I can't say I've really had that much money involved with errors.


CanadianRip

join:2009-07-15
Oakville, ON
reply to TigerLord
Most of these amateur retailers are terrible at negotiating a good returns allowance that would enable them to sweep things like this under the rug.

Why start a retail chain if you don't know the first thing about proper retail practices.


BonezX
Basement Dweller
Premium
join:2004-04-13
Canada
kudos:1
reply to neochu
said by neochu:

Its also how fast the company corrects and compensates for the issue or solidifies the reasons for its decision (such as the coolant residue vs spilled capacitor electrolyte issue with the card the op is dealing with).

that's what i was thinking, busted cap would definitely offline a card and leave some sort of mess.

but the last cap based incident i had was quite loud at 3am. 5year Enermax warranty ftw.

GBerry

join:2011-06-12
Guelph, ON
reply to TigerLord
Had a hard drive that was DOA. Went to the Mississauga store, the return guy put it on a hotswappable external hard drive dock and confirmed it was dead. He then walked over, picked up a new drive, printed out a receipt and I was on my way. No questions asked.

The problem the OP is running into is that whoever processed the return felt that the drive suffered damage from the user. It's unfortunate but all you need to do is push the issue until you get the attention of someone with the power to reverse the decision.

Returns for companies based in the US generally seem to have their act together for customer satisfaction. I purchased new headlights from a company and one died a month later. I went through the RMA process and they sent a shipping label. No fuss. Got a working bulb a week later. Some clothing retailers are even better. If you get a product and it doesn't fit or you don't like it. You can send it back, free of charge. Of course shipping is monumentally cheaper in the US. So it makes sense to offer that level of service.


capdjq
Premium
join:2000-11-01
Vancouver
As one Poster pointed out, NCIX IS the worst Company for returns. If I can avoid it I'd rather PM at FS/BB or pay extra for the ease of returns.
The return policy also varies in different store locations, in my experience.
Posting your dissatisfaction, however legit, in their Forum, will get you insulted by their die hard legion of fans who seem to think you are whining or trying to cheat.
Not a Company I'd make expensive purchases.
--
Pain is inevitable, suffering is optional.



FaxCap

join:2002-05-25
Surrey, BC
reply to TigerLord
Like all things in life there are two sides to every story. I would like
to hear NCIX's side.

Like urbanriot I have had nothing but positive dealings with NCIX.
Also like him I have put a ton of money through their system.

FaxCap


Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
said by FaxCap:

Like all things in life there are two sides to every story. I would like
to hear NCIX's side.

You've heard it. Their "side" is that the OP tried to liquid-cool the card and damaged it. Either the OP is lying, or NCIX are full of crap. From a customer service perspective, as soon as you have to ask "who is the liar here?", the company has already lost.

said by FaxCap:

I have had nothing but positive dealings with NCIX.

Obviously you've never stood in line while an irate customer and their resident tech yelled at each other, and then got the third degree inquisition yourself when trying to return something. I have.


FaxCap

join:2002-05-25
Surrey, BC
Reviews:
·Shaw
said by Wolfie00:

You've heard it. Their "side" is that the OP tried to liquid-cool the card and damaged it.

No...we heard what the original poster says they said.

said by Wolfie00:

Obviously you've never stood in line while an irate customer and their resident tech yelled at each other, and then got the third degree inquisition yourself when trying to return something. I have.

You are 100% correct.....in the hundreds and hundreds of times I
have been in an NCIX store, including the original Netlink Comm
store, I have yet to hear anything like that.

I doubt more than a handful of people have.

FaxCap


Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
From the NCIX website. Note the bolded parts in particular:
quote:
NCIX offers a 15-day Satisfaction Guarantee on many items [i.e.- not all] that we sell. Due to supplier and manufacturer restrictions, some opened items will be non-refundable, and any return is subject to prior approval from NCIX. Items that are unopened and still in its original shrink wrap and sealed, can be returned without restriction, within 15 days of purchase, unless marked as nonreturnable. All items returned to us must be shipped pre-paid.

Items eligible for return are subject to a 15% restocking fee, and if approved by NCIX would be eligible for exchange, merchandise credit, or refund. Due to the volatile nature of component prices, items will only be refunded at the current pricing at the time of return. Software must be in its original box and unopened (still sealed in its original shrink wrap). Defective software will be exchanged with the same title (subject to availability).

Satisfaction Guarantee excludes CRT monitors, LCD monitors, netbooks, notebook computers, mobile PCs, mobile phones, handhelds, PDAs, digital cameras (and accessories), projectors (and accessories), printers, graphics tablets, headphones, software, consumables (i.e. printer cartridges, CD-Rs, and blank media), televisions, consumer appliances (i.e. microwaves, refrigerators, etc.), customized computers, mouse pads and special order items.

Just oozes "customer-friendly", doesn't it?
--
I go and lie down where the wood drake rests in his beauty on the water, and the great heron feeds. I come into the peace of wild things who do not tax their lives with forethought of grief. For a time I rest in the grace of the world, and I am free.


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Reviews:
·VMedia
To be fair Wolfie, people might "rent" a monitor or similar device for a week then take it back.

If I was a bastard, I could go out and buy the biggest baddest TV for Superbowl then return it.

I can then call Rogers or Bell (evil choice 1 or 2) and make use of their 30 day return policy.

You can play plenty of games, the reason Amazon has such a liberal policy is they don't sell large items, and it's easy enough to ship back and forth.


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

To be fair Wolfie, people might "rent" a monitor or similar device for a week then take it back.

That's what Future Shop is for then, I guess.


elwoodblues
Elwood Blues
Premium
join:2006-08-30
Somewhere in
kudos:2
Reviews:
·VMedia
said by Gone:

said by elwoodblues:

To be fair Wolfie, people might "rent" a monitor or similar device for a week then take it back.

That's what Future Shop is for then, I guess.

Pretty much...... But they don't sell decent products.
My biggest issue with some of these polices, is i buy a device , based on reviews etc.. and find out it's crap.. too bad so sad, you own it.

It's so stupid that i can't try a device out...and if it doesn't meet my needs, take it back without taking some kind of hit.

Polices like that though are also a reason to stay away from the NCIX , Canada computers, et al of the world...
--
No, I didn't. Honest... I ran out of gas. I... I had a flat tire. I didn't have enough money for cab fare. My tux didn't come back from the cleaners. An old friend came in from out of town. Someone stole my car. There was an earthquake.......


Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
reply to elwoodblues
said by elwoodblues:

To be fair Wolfie, people might "rent" a monitor or similar device for a week then take it back.

If I was a bastard, I could go out and buy the biggest baddest TV for Superbowl then return it.

I can then call Rogers or Bell (evil choice 1 or 2) and make use of their 30 day return policy.

You can play plenty of games, the reason Amazon has such a liberal policy is they don't sell large items, and it's easy enough to ship back and forth.

That excuse might apply to some items on the list, but hardly all of them (unless you might be tempted to "rent" a refrigerator and a mousepad for the weekend! ), and they also have tons of other restrictions to discourage returns, including the obnoxious "restocking fee".

And while amazon.ca typically doesn't sell large items, they do sell many of the things that NCIX won't allow returns on, like cameras, and amazon.com sells a lot more...
»www.amazon.com/Samsung-UN60ES710···&sr=1-12

I think CanadianRip See Profile had the perfect adjective to describe clowns like NCIX -- "amateurs".
--
I go and lie down where the wood drake rests in his beauty on the water, and the great heron feeds. I come into the peace of wild things who do not tax their lives with forethought of grief. For a time I rest in the grace of the world, and I am free.


TigerLord
For Value Received
Premium,Mod
join:2002-06-09
Canada
kudos:8
reply to FaxCap
said by FaxCap:

You are 100% correct.....in the hundreds and hundreds of times I
have been in an NCIX store, including the original Netlink Comm
store, I have yet to hear anything like that.

I doubt more than a handful of people have.

FaxCap

Buying!=returning. I had been buying from NCIX for a decade too, without issue. I had 4 RMA so far in my account, never had issues with these either. Until this happened. The fact is you have very little experience in returning a product with NCIX and are ignorant of the reality of going through that process.

NCIX says they found a residue and that I am responsible for this residue. There's no more to it than that. And in spite of several messages, Billy the Support Specialist hasn't replied since February 12th to any of my queries.

I'm in queue to speak with the Quebec Consumer Protection office. We'll see what they have to say.


hm

@videotron.ca
said by TigerLord:

I'm in queue to speak with the Quebec Consumer Protection office. We'll see what they have to say.

Keep us informed!


Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
reply to elwoodblues
said by elwoodblues:

Polices like that though are also a reason to stay away from the NCIX , Canada computers, et al of the world...

Canada Computers I think is a franchise and policies may vary by store. The website claims a "minimum" 5% restocking fee, but only on opened items. I've returned opened stuff to the local store without any hassles and never been charged anything.


neochu

join:2008-12-12
Windsor, ON
reply to TigerLord
[redacted]


neochu

join:2008-12-12
Windsor, ON

1 edit
reply to TigerLord
said by TigerLord:

Buying!=returning. I had been buying from NCIX for a decade too, without issue. I had 4 RMA so far in my account, never had issues with these either. Until this happened. The fact is you have very little experience in returning a product with NCIX and are ignorant of the reality of going through that process.

NCIX says they found a residue and that I am responsible for this residue. There's no more to it than that. And in spite of several messages, Billy the Support Specialist hasn't replied since February 12th to any of my queries.

I'm in queue to speak with the Quebec Consumer Protection office. We'll see what they have to say.

Your support rep can't tell the difference between burnt coolant and capacitor electrolyte residue(which is what it sounds like). Most policies suggest that any residue is to be assumed coolant, period. Its up to you to prove otherwise. It also depends on how much residue there is (and like you said you died your coolant red). A chemical test could prove useful but it depends on how much you spent on the card (400 or so would be reasonable to fight)

Though any evidence of custom liquid cooling or even the hint of it will almost always have a retailer/manufacturer dig their heals in to no avail on such things. Even an expert and by-passing the retailer itself can be a no-go on cases.

Its a liability issue when it comes to warranty and a "dirty little secret of computing"

See what the QCPO can do for you on this one but I wouldn't be surprised if Zotac gets involved as well.

GBerry

join:2011-06-12
Guelph, ON
reply to TigerLord
Monitors and televisions aren't under the satisfaction guarantee because of manufacturing defects, like dead pixels. You need to have a certain amount to get a RMA and if they had them under the satisfaction guarantee, people would return them under that policy.

Phones aren't covered because you could get the IMEI number and report it as stolen before returning it among other things. Digital cameras you could take nasty pictures and send it back (along with laptops, netbooks, phones etc). Pretty much anything that would require an employee to wipe the device before it could be re-sold.

Consumer appliances is probably a shipping issue. They probably don't have warehouse space for 10 open box refrigerators.

Mouse pads and headphones are self explanatory. Do you really want to buy second hand gear.

At the end of the day NCIX doesn't need to be that customer friendly because they tend to offer the lowest price (or will match it). As a customer I also don't really care. I'm aware of their policies and will avoid them for those listed items.


HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable
reply to TigerLord
said by TigerLord:

I normally would have dealt with Zotac directly but the card broke after 3 days of use and I had paid for Express RMA insurance with my NCIX purchase, so them treating the situation like this is really bad business.

Looks like the BBB have resolved cases in the past, I may just have to escalate this further with them directly if NCIX comes back to me with more excuses.

Yikes, i never pay for that stuff when i order from them. Helps that i can just do a local pickup here in Toronto though, but even before their Toronto stores i never did that, that's just throwing money away and it looks like their RMA service is crap.

Same thing when I go to Canada Computers and they ask if i want to buy a replacement warranty... I say nope, i'll deal with the manufacturer...


TigerLord
For Value Received
Premium,Mod
join:2002-06-09
Canada
kudos:8
reply to neochu
said by neochu:

See what the QCPO can do for you on this one but I wouldn't be surprised if XFX gets involved as well.

What does XFX have to do with it? Or did you mean Zotac?


neochu

join:2008-12-12
Windsor, ON
Was about to correct my post (LOL) but my mouse fell off my computer table in just the right way to track onto the close button.

It landed on the left side and killed my browser with the edit screen.


Wolfie00
My dog is an elitist
Premium
join:2005-03-12
kudos:8
reply to GBerry
I don't care what their reasons are. It's a competitive marketplace and I'll go where I get the best customer experience. As for pricing, maybe NCIX will price match but otherwise I've never found them to have the lowest prices. They were barely competitive back in the day when they were a way to avoid paying Ontario PST. For instance just did a spot check now -- WD Red 3 TB HDD -- Canada Computers $159.99 with an extra $10 off if ordering online, so net $149.99; NCIX $169.98.


neochu

join:2008-12-12
Windsor, ON
CanCom is great if you wanna install whatever and not worry about the specs but I've found them to not have the kind of selection that others do (hence their cost).

I've ran into situations where they didn't have ANY of the parts I needed/wanted.

If it wasn't NCIX id be using Newegg or TigerDirect.

Or even better, find the OEM part number and use a site like shopbot.ca and run the number through for cheapest price, then order.