[UPDATED!] Tigerdirect or UPS lost my laptop!

[ylikone]

I ordered a laptop from tigerdirect.ca about three weeks ago. A few days after, I got my confirmation email that it had been shipped from tigerdirect, but didn't get a UPS tracking number. I emailed them that I would like the tracking number and all I got was a response that it was not available at this time. So, I thought, ok whatever. After a week of hearing nothing (as I would expect UPS to not take even that long), I called about my order and they said it had been shipped. I asked again for a tracking number and they said there wasn't one listed in their database. "How do you not have a tracking number?" I asked, "Maybe they (UPS) had a glitch in their tracking number upload system" I was told. They told me I'd have to wait 10 business days before they put a trace on it. So, after 10 business days of hearing nothing about my laptop, I called them back again. They put a trace on it and I found out that the laptop has just GONE MISSING immediately after it left their warehouse. Well, geee, you think they would have thought about checking into that right after I notified them of my missing tracking number. Anyway, they ordered me a new one and told me it should be here this Friday.

I just wanted to post this to show that tigerdirect does have fairly poor customer service. I didn't even get free shipping or some other nice gift for putting up with this crap.

[gilboman]

so are they sending the replacement out?

i dont know what you are whinning about. shipping company such as UPS routinely take a while to give out the tracking numbers anyways, you should be blamming UPS not TD since its not their CS issue at all.

[ylikone]

so are they sending the replacement out?

i dont know what you are whinning about. shipping company such as UPS routinely take a while to give out the tracking numbers anyways, you should be blamming UPS not TD since its not their CS issue at all.

Yes, they are sending me a replacement. I am whining about the poor response by tigerdirect for not looking into it sooner. I don't know whether it was tigerdirect or UPS that lost the laptop. Tigerdirect will blaim UPS, but I bet if I called up UPS, they would blame tigerdirect. I whine because I wish someone would take some responsibility once in a while instead of blame shifting.

[gilboman]

Yes, they are sending me a replacement. I am whining about the poor response by tigerdirect for not looking into it sooner. I don't know whether it was tigerdirect or UPS that lost the laptop. Tigerdirect will blaim UPS, but I bet if I called up UPS, they would blame tigerdirect. I whine because I wish someone would take some responsibility once in a while instead of blame shifting.

well they are sending you a replacment very quickly, so i would actually chalk this up as great CS response.

what did you want them to do? you are lucky they responded so fast, if they used canadapost to ship it, would have taken a lot longer before they could even start a trace for it.

no company in their right mind would start looking at edgy customers who ask about where the goods are at only after a few days after shipping it.

thanks for sharing the positive experience with TD

[sportsfan99]

I ordered a laptop from tigerdirect.ca about three weeks ago. A few days after, I got my confirmation email that it had been shipped from tigerdirect, but didn't get a UPS tracking number. I emailed them that I would like the tracking number and all I got was a response that it was not available at this time. So, I thought, ok whatever. After a week of hearing nothing (as I would expect UPS to not take even that long), I called about my order and they said it had been shipped. I asked again for a tracking number and they said there wasn't one listed in their database. "How do you not have a tracking number?" I asked, "Maybe they (UPS) had a glitch in their tracking number upload system" I was told. They told me I'd have to wait 10 business days before they put a trace on it. So, after 10 business days of hearing nothing about my laptop, I called them back again. They put a trace on it and I found out that the laptop has just GONE MISSING immediately after it left their warehouse. Well, geee, you think they would have thought about checking into that right after I notified them of my missing tracking number. Anyway, they ordered me a new one and told me it should be here this Friday.

I just wanted to post this to show that tigerdirect does have fairly poor customer service. I didn't even get free shipping or some other nice gift for putting up with this crap.

Your going on about a few days.I ordered a ipod in may it took 3 weeks to get it.

[ylikone]

If you people think is good customer service, then ok, I won't complain about this anymore. I just have had much better experiences with internet ordering from other places than this, so I guess I should count myself lucky? To keep being lucky, I might not bother with buying from tigerdirect anymore though.

[sportsfan99]

If you people think is good customer service, then ok, I won't complain about this anymore. I just have had much better experiences with internet ordering from other places than this, so I guess I should count myself lucky? To keep being lucky, I might not bother with buying from tigerdirect anymore though.

I have never heard of such great service.Most in this case would open a file and look into it.With could take up to a month.

[squall458]

I dont know how you guys think thats okay to wait that long, if I am putting out big bucks, (I presume) for a laptop, I better get a tracking number right away, curteous service from CS and it better arrive quickly. If I was getting some $10 fan then fine. This is a costly item! And some places do have great CS. Bigfootcomputers is one local example. They are the friendliest bunch, ship out right away, and I mean that, they email you the tracking number with a link to it so you dont have to manually paste the tracking number into the site. And its often shipped almost next day for local delivery. TD is horrible in terms of CS and they will not do anything unless you are aggressive with them. This is often not true as it simply irritates the CS, understandably, but with TD they don't care at all unless you get mad. I ordered parts from them, it never came, then they told me it was out of stock, though website claimed otherwise, I cancelled, took over a week to do so, and another week to get my money back.

[ylikone]

squall458,

Thanks for posting that, it seems I may not be as out-to-lunch with my post as I was starting to think. Ha, it appears RFD just has many suckers.

[rdtx2002]

I dont know how you guys think thats okay to wait that long, if I am putting out big bucks, (I presume) for a laptop, I better get a tracking number right away, curteous service from CS and it better arrive quickly. If I was getting some $10 fan then fine. This is a costly item! And some places do have great CS. Bigfootcomputers is one local example. They are the friendliest bunch, ship out right away, and I mean that, they email you the tracking number with a link to it so you dont have to manually paste the tracking number into the site. And its often shipped almost next day for local delivery. TD is horrible in terms of CS and they will not do anything unless you are aggressive with them. This is often not true as it simply irritates the CS, understandably, but with TD they don't care at all unless you get mad. I ordered parts from them, it never came, then they told me it was out of stock, though website claimed otherwise, I cancelled, took over a week to do so, and another week to get my money back.

BigFootComputers?.. they are a bunch of low-lifes.. they had a contest for a banner.. my friend won it.. they gave nothing.. and stole the design afterwards

[ronny1980]

Lets just hope the replacement doesn't get lost as well. Did you get a tracking number for the replacement?

Good luck!

[duckdown]

BigFootComputers?.. they are a bunch of low-lifes.. they had a contest for a banner.. my friend won it.. they gave nothing.. and stole the design afterwards

Yeah, I think they're douchebags also

[Camilo]

Every time I order from Tiger Direct, UPS leaves the package by my front door, instead of leaving a note, when there's no one home during business hours.

Thankfully It never got lost/stolen, but I'm wondering if they are allowed to leave the package there.

[divx]

it seems ncix have better customer service than tigerdirect

[gilboman]

I dont know how you guys think thats okay to wait that long, if I am putting out big bucks, (I presume) for a laptop, I better get a tracking number right away, curteous service from CS and it better arrive quickly. If I was getting some $10 fan then fine. This is a costly item! And some places do have great CS. Bigfootcomputers is one local example. They are the friendliest bunch, ship out right away, and I mean that, they email you the tracking number with a link to it so you dont have to manually paste the tracking number into the site. And its often shipped almost next day for local delivery. TD is horrible in terms of CS and they will not do anything unless you are aggressive with them. This is often not true as it simply irritates the CS, understandably, but with TD they don't care at all unless you get mad. I ordered parts from them, it never came, then they told me it was out of stock, though website claimed otherwise, I cancelled, took over a week to do so, and another week to get my money back.

its not TD's fault UPS doesnt give them the tracking number right away. it happens all the time whether its fedex, UPS, USPS etc... even if they do manage to give you a tracking number its not in their system.

and it takes atleast a week for credits to appear on your credit card anyways.

wow...you bought a laptop from them, yes its big deal to you but small potatoes to them. its not like you ordered a hundred for your IT department :lol:

[gilboman]

If you people think is good customer service, then ok, I won't complain about this anymore. I just have had much better experiences with internet ordering from other places than this, so I guess I should count myself lucky? To keep being lucky, I might not bother with buying from tigerdirect anymore though.

to keep yourself lucky, dont buy from online stores again period. or use anybody to ship your goods. only goto B&M store :lol: :lol:

[ylikone]

Hey all! I got my laptop today. Only 2 days after making the re-order. Now, that's fast! This is what I was expecting the first time around though.

[ylikone]

So, I was looking at my packing slip today and noticed that they want to charge me for an extra software item they shipped me... eTrust PestPatrol. I didn't ask for this item, but yet they sent it. Here the text from the packing slip...

REMINDER: This is a 30 day trial after the trial your credit card will be charged $29.99

WTF??!!! So, I phoned them and asked what if I don't intend on using this software that I didn't ask for. They just said, "well, it's a free trial, some customers will prefer to keep it after their trial". Then they went on to give me a Return Auth Number and told me to ship it back via canada post. Again, WTF!! I told them, "No, I didn't ask for this, I'm don't think I should be required to ship it back!". They said then they'll charge my credit card... and I complained some more and they just transfered my call to someone else... and all I got was their answering machine. At that point I hung up the phone.

What do you people suggest that I do in this case? It is obviously a scam in order to get that extra $30 from people who don't bother looking at the small print on their packing slip. Isn't this illegal though?

[computer01]

What do you people suggest that I do in this case? It is obviously a scam in order to get that extra $30 from people who don't bother looking at the small print on their packing slip. Isn't this illegal though?

It sounds like negative option billing to me. It is illegal in Ontario. Your situation is very similar to the book club and/or cable company examples bolded below.

From: http://lists.essential.org/pipermail/random-bits/2002-September/000939.html

- A ban on negative option billing for services. Negative option billing has
already been outlawed for goods so that consumers who join a book club, for
instance, are not obliged to pay for books that just keep on coming though
they were never specifically ordered. The new law governing services is
designed to protect consumers in cases, for example, where Internet service
providers continue to withdraw monthly payments from bank accounts once
their service contract expires. It would also make it illegal for cable
television channels to automatically bill customers for extra channels once
a trial period ends.

EDIT: Just found this too. I suggest reading the entire article. Looks like McGuinty may have finally done something worthwhile.

Link: http://ogov.newswire.ca/ontario/GPOE/2005/07/20/c3031.html?lmatch=)=_e.html

From link:

When the new act comes into force on July 30, 2005, consumers will have
the right to:

- Refuse to pay for goods or services that they did not request
(negative-option billing)
.....
- The same protection for online agreements as all other types of
agreements

[ylikone]

Thanks for the great info, computer01! I have also come up against some issues which may invalidate the "guaranteed" rebate on my laptop (rebate requires original white box label, my laptop was only shipped in a regular box with no label). And, when I placed the order, I printed out the product description which had Integrated WiFi in the title. This laptop has no WiFi period. And looking at the product description now on tigerdirect, they have removed the reference to WiFi completely. So, they're even doing bate-and-switch!

My GOD, I'm having a bad time with tigerdirect!

[ylikone]

Come on guys, no suggestions for me? I've written emails to them about these situations but so far have heard nothing back.

[eliteblaze]

charg them back. under good/services not rendered

[aquariaguy]

its not TD's fault UPS doesnt give them the tracking number right away. it happens all the time whether its fedex, UPS, USPS etc... even if they do manage to give you a tracking number its not in their system.

and it takes atleast a week for credits to appear on your credit card anyways.

wow...you bought a laptop from them, yes its big deal to you but small potatoes to them. its not like you ordered a hundred for your IT department :lol:

Well ordering a laptop is pretty big potatoes coming from a consumer. I wonder how many IT places actually order from TD. A laptop is pretty big considering how many consumers order something that big of an order.

[Jucius Maximus]

BigFootComputers?.. they are a bunch of low-lifes.. they had a contest for a banner.. my friend won it.. they gave nothing.. and stole the design afterwards
My experiences Bigfoot have been great. I bought a very expensive case from them and their supplier sent them a defect TWICE and they exchanged it both times ASAP with no hassle whatsoever.

[Jucius Maximus]

Every time I order from Tiger Direct, UPS leaves the package by my front door, instead of leaving a note, when there's no one home during business hours.

Thankfully It never got lost/stolen, but I'm wondering if they are allowed to leave the package there.
Probably not. Just a lazy delivery guy.

You should get a Mail Boxes Etc / UPC Store account. It's about $10 / month and your stuff gets delivered and stays behind the counter until you pick it up. You never have to worry about being there to sign or that your package will be out in the rain or stolen.

[Jucius Maximus]

Come on guys, no suggestions for me? I've written emails to them about these situations but so far have heard nothing back.
You can complain to the appropriate industry people. Most likely the competition bureau:

http://www.competitionbureau.gc.ca/

Chargebacks should be a last resort. Any retailer would blacklist you forever if you do one. The CC company puts it on your record, and if you do too many chargebacks, your card could get cancelled.

[i6s1]

shipping company such as UPS routinely take a while to give out the tracking numbers anyways, you should be blamming UPS not TD since its not their CS issue at all.

This is incorrect. I work for UPS. A tracking number is generated as soon as TD prints a shipping label. It may take up to 24 hours for the number to show up on the website, but it's usually up at the end of the day.