Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

Question

awful customer service ibuypower

Dec 19, 2013 3:25AM PST

I bought a computer set including keyboard and mouse a couple of days ago. Keyboard and mouse did not working initially. I talked to customer service and they said I have to replace those with warranty. To do that, I have to pay shipping cost and wait for a couple of week.
1. This is factory fault (They have to check those before shipping to customer). I believe they have to replace all products with their expense. If factory check this correctly, then this hassle thing wouldn't be happened.
2. I have to pay shipping cost for their malfunction products. This is not correct.
3. I have to spend time and effort for their fault. This is not correct again.
4. Even with this ridiculous fact, customer service did not apologize at all. Keep saying customer has to replace those with warranty.
Do I have to pay my expense to replace those ?

Discussion is locked

- Collapse -
Clarification Request
While I think it may be something else.
Dec 19, 2013 3:42AM PST

When ever you buy stuff there is some contract/agreement you enter into. Are you saying the agreement covered shipping of these parts or not?

The path to lower costs is usually done by shifting the cost of such back to you. So while you may have free shipping of spares or on site repair with another name the price usually reflects that.
Bob

- Collapse -
Answer
Warranty process or return it
Dec 19, 2013 9:24AM PST

It has been common business practice that should some item(s) fail for whatever reason, YOU have to pay to ship back. Once in their hands they find it was they're fault, they possible S/H. But, also they're going to pay to ship back to you any replacement parts. If the parts aren't working from the start then that's possible shipping damage, make a claim. They too have to determine if its their fault. Things do happen during shipping. I know most just don't open the PC case to see if anything is ashew or damaged prior to powering-ON. If you rather forgo anything, use the warranty and get a RMA to shop the package back(your cost) use RMA process and claim a refund for non-working PC and do this ASAP before CC is billed or dispute the CC billings, etc. Anything you do, note it down and keep a record just in case and get names too you're talking to, etc..

tada -----Willy Happy