Thursday, February 26, 2009

Caveat Emptor — Gain$saver

A less than satisfactory encounter with eCommerce.

We decided we needed another desktop computer last month. But we didn’t feel a need for a new machine, as the new operating system was incompatible with some of the high-end software we had on hand. The software worked well enough on the old machine’s operating system but word was out that there were issues working it in the new operating system. So we decided to look for a refurbished machine to work our older software on the older operating system.

Looking around we encountered an outfit called Gain$aver, a.k.a. GainSaver. It seemed to have the best pricing and reasonable reports on veracity. So we ordered an older machine. We paid extra for it to be bench tested for 24 hours. We paid extra for an extended warranty.

Two weeks ago, about a month after the purchase, the machine began acting up. We reported the problem to Gain$aver.

They promptly issued an RMA. However, the RMA said that it was only good for ‘store credit’, i.e., no refund if they could not replace the machine. This sounded to me like an interesting variation on ‘bait and switch’.  They never answered my question about refunds or replacements.

Last week, it was determined that the problem wasn’t the computer. Rather it was an esoteric peripheral device that was messing with the computer. Replacing the device seems to have solved the problem. But not the problem with Gain$aver…..

I attempted to communicate with Gain$aver to inform them that the RMA was no longer necessary.

My e-mails were kicked back as undeliverable.

So I called them up. Their ‘customer service’—what a misnomer—were unwilling to take my communication, insisting that I log into their system instead of communicating via e-mail or a phone call. As if they were ‘too busy’ to be actual human beings. Then they got rude and argumentative. This is not the way to impress people with your willingness to help them. Especially when they’re trying to help your company.

Frankly, I have no intention of dealing with them in the future, at least until they change their bad attitude about talking with their customers.

Less...