Computer Equipment.

[tec0]

As we all know there are some things that are essential to any office. The humble UPS “uninterrupted power supply” is arguably one of the more important items on your list. I can only assume that all of us had something to say when the power goes out and you didn’t save that important document!

Thankfully the UPS gives us that 10 minutes to save and shutdown the system properly. Well last week Friday my UPS popped and gave up the “smoke” meaning it is gone for good. So on Monday morning I walked over to a computer store and ordered a new UPS and was promised next day delivery.

Well it is the day after the “next day” and I had to do all the phoning around and trying to figure out if the damn thing is delivered or not. To my dismay, they haven’t delivered the damn thing but I was asked to pay in full! Or they wouldn’t order it for me. Now the price was really “not bad” for the size of UPS in question but again no delivery and sad stories.

Now I ask you; if I am to take action to get my money back am I the scoundrel here? The reason why I ask this is... Every time I do this “demand my money back” the shop owners get angry at me and then I am prohibited from entering the shop or some dumb sh!t like that...

And just as an afterthought, the excuse is “it was not delivered and they only get stock once a week” They “the shop” continued to rule out the fact that I already paid for the damn thing...

So in short what would you do? OR OR

[BusFact]

I tend to try and not get too worked up by these things, unless that item is critical and costing you money.

I would imagine that it would still get to you just as quickly as if you were to now try and source it elsewhere.

I would nag relentlessly until it arrived and would make my dissaproval evident when it finally did. I'd also take my business elsewhere next time and make them aware of that.

Only if the item had still not arrived after about 2 weeks would I start demanding my money back.

Thats just my slightly laid back way of doing things - I'm sure others will do it differently.

[tec0]

If this item was not important then yes I would also go about it in a relaxed way. However without the UPS protection I stand the risk of losing my equipment and the insurance might not payout because I didn’t have adequate protection.

Also the power in our aria is dodgy to the point where you cannot take chances. Right now I am working from my notebook and it is not the most powerful notebook known to humankind. So most of the programs I need to complete my tasks will not work on it...

The reason why I ordered it and paid in full was the promise of next day delivery. That was my only reason for taking the risk and paid the money out front. I found a store that has stock and it is only R200 more expensive “they got their stock in yesterday funny enough!” So if I can get my money back I can get the UPS “today” and go on with my life.

[BusFact]

In that case give them an ultimatum that either you get the UPS delivered tomorrow or your money must be refunded. No fighting, screaming, yelling. Just a firm demand.

[tec0]

That was exactly my plan. Tomorrow I am planning to have a conversation with the “manager / owner. I don’t care that they have a NO CASH BACK POLICY now, this policy was nicely printed on the INVOICE but there is no boards or any other kind of indication that this policy was emplace.

If I don’t get my money back or the product by tomorrow, I will go the consumer council, and I might even go ballistic and get my lawyer involved. I really hope it will not come to this but I am so sick of BS. They simply don’t care about you, and what you need to do. So why must we show restraint?

[Dave A]

I find getting angry doesn't help - except perhaps as an exclamation point near the end if the target isn't doing their best. My approach is keep calm, pick at the detail, look for solutions.

As in this case -
Delivery was promised two days ago - what went wrong?
They're in breach.
You're entitled to an explanation.
It's probably going to be embarrassing.

How do we fix this?
Well, I noticed on my way over that the store down the road has some stock in - how about organising a stock swop with them until your unit comes in and then you can give them that unit.
So what if you have to buy it - delivery was promised days ago and it's possible for me to get this unit within hours and I need it like now!
So can we please make this happen NOW or give me my money back so that I can buy the unit down the road, because I'm starting to get a bit pissed off...

Next person to speak loses.

If there's no solution other than to wait - there's no value in getting your blood pressure up about it.

[flaker]

TRY A POSTING ON HELLOPPETER

[tec0]

I don’t know... When I was in the computer industry all those years ago punctuality, quality and service was key. My customers never had to wait for anything, because the supply-chain was structured to the point where any equipment was accessible within hours. And yes you did pay extra if you wanted something the same-day, but DHL was very good at competitive prices. Also my customers never had the problem to fork out a few Rand more if the situation was critical.

But I also thought about it. I will phone them today and yes I want an explanation. Secondly I want a practical solution. If none is represented and my money is not returned to me, I will take steps.

The fact is a UPS is really important, because computer equipment is really susceptible to dirty-power. In the end you end up paying for the repairs...

[Dave S]

I'm With Tec0 on this one, and I'm agreeing with Dave. Doesn't help to get "aggro", but it doesn't help to sit back and relax either. The fact that we are all (not only in SA) becoming "sensitised" to lack service delivery doesn't make the problem go away, it just gets you Peed-off where you start to lose your cool.

When I shop for "criticals", if I can't take it with me, i don't buy at that shop, within reason, of course, not all items are available immediately...

Just My 5c worth

[BusFact]

I'm going to ask Dave A to write my posts from now on. He said exactly what I intended to say ... just so much better.

[tec0]

So I did the deed and phoned the “supplier”.

The owner was irritated and very aggressive, and tried to shorten the conversation, by being “rude”. The excuse is golden “Our suppliers didn’t have stock” I was then informed that it will be there on Friday, and that I must come and fetch it at the given time.

By now I just thought that a face to face conversation might be better... However, due to the supplier’s professional brashness, I will be prompted into action if the product is not there....

And as a footnote, I did suggest that I take the one that is available to me and then a swap can be arranged. The crude answer I got was “Their products are inferior” and that they WILL NOT do a swap...

[Dave A]

I'm going to ask Dave A to write my posts from now on.

Don't you dare - I've been enjoying your posts, thankyou

[tec0]

So another unhappy ending... Yes I nagged and phoned and nagged and in the end the wrong UPS was ordered for me... Now they insist on me taking the inferior product and something else to make up for the money I paid.

I just said NO... So I told them I will come and fetch my money “in cash” on Saturday the 12th... Unfortunately I was unable to make it “thanks to this bloody flue that seems to be a permanent resident in my body”

I hope to be well enough on Monday to go en fetch my money... But damn! This computer store will never ever get another order from me again. They where utterly useless!

[jinxster]

Hey ho Mr Tec,

I have another little spin on the story for you.

Bear in mind, as the shop, the customer is always right and that remains constant and this should of been explained to you so that you didn't get angry.

However, how it normally works nowadays, one of the big importers has a special and the price of a particular model is 30% less than usual (20% is a lot for the computer industry)

This supplier cottoned on to the special and instead of them making more profit, they were kind enough to quote you at a lower rate. If it is a specialised UPS, sometimes they don't like to "keep stock" as it isnt a moving item. Notice the importers figured that too hence the handsome discounts. So payment upfront is requested as they cant have you changing your mind on them. Also note, these are usually .. "end of the range" products.

Transport costs are very different when you use overnight couriers as to 3 day delivery. Notice that when you buy online they quote larger / heavier objects for a longer turnaround. Another thing specific to a UPS and it may be in your case, if it cost you R 2500 or something in that range, (2kVA line interactive) it services a very small market. Anyone big would buy an online one for a mission critical system as their computer / server rooms are usually wired for this, and anyone mid sized would buy multiple smaller ones as they concentrate the energy in the right places.

The bad luck came that your supplier was too slow. If someone like ASBIS / Rectron / Corex / Frontosa have a large special like this, it usually gets sold out within 1 day. And you are talking volumes of 200 most times.

The problem is, and this is where the customer service went out the window.... the IT oke you spoke to got the feel you thought this UPS is a really clever buy, yet, nobody else seems to think so at the product is so slow moving.... then he took it out on you in an attempt to look smarter than you.... this is just bad. See last paragraph.

It may just have been a clever buy for your situation, in fact it most likely was, but it doesn't look like there are many others agreeing with this product for their solutions, so you pretty much on your own.

If I were you, I would get my money back if you can. You probably will because it sounds like their supplier wont get any more stock. Then buy a UPS that is fast moving and kept in store. If it packs up, they just give you another off the shelf and you on your merry way.

Your thoughts of never buying there again is a good idea. Seems like they a) dont really want to help and b) don't advise the customer of better alternatives.

[tec0]

I also got the feeling that I am wasting my time with them. The thing is I asked for a few things before I handed over my money:

A) Please Phone the supplier to confirm stock.
B) Please Specify delivery Cost.
C) Please Specify delivery Date.

(A) Was confirmed as was (B) and (C) then only did I pay in the full amount. Now I get stories and BS. The reason Why I didn’t use an online store is actually very simple. If the product is faulty then I have a physical address and location to return the goods too.

Secondly The business have been around for the last 5 years or so and that allows for confidence “or so I thought” Well I really hope that they will call me today, because if I have to phone them again, then things will definitely escalate.