I’m not sure exactly how all of this actually transpired but a few of your comments seem to be out of the ordinary and/or possibly inaccurate. If you attempted to reach PCNation using the Customer Service number listed at our site and you reached a "Foreign-accented guy" you must have incorrectly dialed the phone number. We have had the same customer service number for at least the last 5 years and our sales and customer service agents are screened to make sure that they speak perfect English. Additionally, you implied that you requested a return authorization form from our customer service dept. only to find "a few clauses I didn’t see on the website when I ordered". I’m not sure but it seems like you are implying that the return policy at our website somehow differs from the return policy we offer when a customer needs to return a purchase. Unfortunately your statement is misleading as the return policy at our site is EXACTLY the same as the return policy in effect when a return is processed. While it is always possible that our return policy may have changed between the time you placed your order and the time you requested a Return, it is unlikely as updates are rarely made to our return policy. I would guess that you simply didn’t notice the clauses in question at the time of your purchase and I would point out that your statement is sufficiently vague that you may already be aware of this possibility. As a final note you state that we have going for us "Slow order processing and shipment. No way of tracking the shipment. Misleading policies. Lousy customer service. Mediocre selection." The entire characterization is untrue but the icing on the cake is the "Mediocre selection". On any given day, we have OVER 100,000 items listed at our site from all major manufacturers. In fact, we have a much larger selection than probably 99% of our competitors.

The unfortunate reality here is that you received a defective product and, as you graciously acknowledge here, it was through no fault of PCNation. Had you simply explained the situation to our of our Customer Care Agents, we would have jumped at the opportunity to make you a satisfied customer. We have very strong relationships with our manufacturers and vendors. It would have taken little more than a phone call from a PCNation representative to the manufacturer’s representative to arrange for an extension on the time frame required to process the return. I know this as I work in the customer service dept. here at PCNation.

PCNation’s goal is to satisfy every customer when given the opportunity. That is why our internal customer service slogan is "The answer to every reasonable request is ALWAYS YES". I’d like to help you get a new monitor if you are still experiencing the same problem with the NEC monitor you purchased from us. You need simply call our customer service dept and ask to speak with me. (Try any of the toll-free phone numbers posted at our website. I’m sure you’ll find that they all work!) 🙂

Hopefully I’ll have time to go play hardball late this afternoon or tomorrow.

1) order heavy, delicate items like monitors locally & go pick it up myself. After checking with friends & co-workers, I chose Next International (Farmers Branch, TX – a northern suburb of Dallas, since that’s the part of the country where I live). http://www.neqx.com/

2) Follow Jerry Pournelle’s advice and don’t order certain items from a company unless you can get to them with a baseball bat 😉

cookdd@moo-la-la.campuscomp.com

If that doesn’t fix the problem the file a complaint with the BBB. They can help you more than you think.

As a last resort, drop the matter entirely. Call NEC directly and tell them what has happened. I’m not sure if they’ll replace a part that was damaged in shipping from the merchant, but it’s worth a shot.

Usually number one works best. Merchants not getting their money has a way of making them rethink their customer service. I have only had to use number two twice in the past year. One time it worked. Number three worked when the part was obviously a manufacturer’s defect and not a shipping problem.

Good luck. You’ll probably need it.

Kill the French cow to get my real e-mail address.