slugbug
06-29-2008, 07:36 PM
My year and a half old Ultra XPRO 800W power supply recently died so I called their tech support line to start the RMA process. They said they would ship me a new X3 800W modular PSU, charge my Visa and then reimburse me once I returned the defective unit.
Two weeks went by and I hadn't received it so I called back to see what was up. They hadn't even shipped it out yet, claiming they were waiting for me to fax a receipt. However I told them when I first called that I did not have one because it was a contest win. I gave them the order number from the packing slip and they said that was fine.
They told me it would be shipped that day(Friday)and I should call back on Monday to verify that it had and to get the UPS tracking number. A few days later I checked the tracking number and noticed some strange info, so I called them to see what was up.
They told me that when the package arrives I must pay $65 in taxes and brokerage fees! Ultra had messed up the commercial invoice and claimed full value instead of specifying it was a warranty replacement with no commercial value. I immediately called Ultra and asked them to fax a new invoice to UPS with the proper info. They apologized for the mixup and faxed it right away.
The next morning I called UPS and they said they had indeed received the fax but that the info was still the same. Another call to Ultra and they sent another fax this time reading the info to me which is correct. Everything appears to be in order this time and UPS should erase the $65 fee and deliver my package.
Wrong!, they still claim that the latest fax has the full value claimed and nowhere does it state this is a warranty replacement. Now I'm thoroughly pissed off and ask them why they are lying to me and holding my package for ransom. Of course they totally deny this and blame Ultra. I hang up and made one last call to Ultra.
The tech support manager accuses UPS of lying through their teeth and offers to scan the documents and email them to me as proof. No email has arrived yet so now I'm not sure who is shoveling out more BS.
During all of this UPS has tried to deliver the package to me 3 times(twice in the same day) and called me once to let me know they had a package for me. I refuse to pay $65 for warranty service so the package is going back to Ultra and I will be telling them to send it again and get it right.
Anyone else gone through this much trouble with an RMA?
Two weeks went by and I hadn't received it so I called back to see what was up. They hadn't even shipped it out yet, claiming they were waiting for me to fax a receipt. However I told them when I first called that I did not have one because it was a contest win. I gave them the order number from the packing slip and they said that was fine.
They told me it would be shipped that day(Friday)and I should call back on Monday to verify that it had and to get the UPS tracking number. A few days later I checked the tracking number and noticed some strange info, so I called them to see what was up.
They told me that when the package arrives I must pay $65 in taxes and brokerage fees! Ultra had messed up the commercial invoice and claimed full value instead of specifying it was a warranty replacement with no commercial value. I immediately called Ultra and asked them to fax a new invoice to UPS with the proper info. They apologized for the mixup and faxed it right away.
The next morning I called UPS and they said they had indeed received the fax but that the info was still the same. Another call to Ultra and they sent another fax this time reading the info to me which is correct. Everything appears to be in order this time and UPS should erase the $65 fee and deliver my package.
Wrong!, they still claim that the latest fax has the full value claimed and nowhere does it state this is a warranty replacement. Now I'm thoroughly pissed off and ask them why they are lying to me and holding my package for ransom. Of course they totally deny this and blame Ultra. I hang up and made one last call to Ultra.
The tech support manager accuses UPS of lying through their teeth and offers to scan the documents and email them to me as proof. No email has arrived yet so now I'm not sure who is shoveling out more BS.
During all of this UPS has tried to deliver the package to me 3 times(twice in the same day) and called me once to let me know they had a package for me. I refuse to pay $65 for warranty service so the package is going back to Ultra and I will be telling them to send it again and get it right.
Anyone else gone through this much trouble with an RMA?