[Alleged] POOR CUSTOMER SERVICE AT BuyGPSnow.com!

dynamo04 · 06-26-06, 09:19 PM

Dear Aximsite members,

Received a defective Arkon Mount from BuyGPSnow.com and they will not replace?....They want to charge me $14.50 to buy another one.

Recommend buying from SEMSONS.COM.....understand from this sites members that they offer better prices, better delivery and Customer Service.

HAS ANYONE ELSE RECEIVED THE SAME POOR SERVICE FROM BUYGPSNOW.COM AS ME????

Thanks,
Paul

06-26-06, 09:27 PM

I have not had a problem with BGPSN's service. In fact, they monitor this forum and frequently address posts such as yours quite quickly. More often than not, posts such as yours are the result of a miscommunication. Also, there are dedicated ByGPSNow forums here on Aximsite.

dynamo04 · 06-26-06, 09:32 PM

Thanks socpsy,

Hopefully they are monitoring this forum.

Let's see how long they take to respond; this will be a great Customer Service test?

Thanks again,
Paul

Bagelsnbrew · 06-26-06, 09:38 PM

For the most part BuyGPSnow and Semsons have the same prices and delivery. I've dealt with both, but thankfully never needed follow up support. Did you try moving your issue up to a supervisor? There's a BuyGPSnow rep that posts here named jokee, maybe he can be of assistance. There are very few negative posts for both BuyGPSnow and Semsons, so this post stands out. Good luck resolving your problem!

rcab · 06-26-06, 09:56 PM

Last week I tried to purchase the iguidance bundle from buygpsnow and had an error message trying to complete the checkout. I used the buygpsnow forum to post about it and also sent emails. They were not able to resolve the problem with the error coming up in the checkout process. They suggested i find another computer to try making a purchase on and so I ended up going to semsons and buying the bundle there. Semsons gave me the 5% discount and their price differenc was just a few pennies.

matthewp · 06-27-06, 12:23 AM

I bought a Haicom 303III from buygpsnow that functioned correctly for a bit, then failed. After trying the solutions I read on their forums and informing them of such failures, they replaced it with no questions asked. This was my second purchase from them as I had a 303S before that with no problems.

I had good communication and a good experience with any business I've done with them.

You didn't offer too many details about your experience other than "they will not replace." Did you contact them? Did you explain the situation, and would you like to offer the results to the rest of the community before you indemnify the company?

Hey, we all have bad experiences and I can say for myself that I have a list of companies that I'd never buy from again based on my experiences. And, in some cases, I'm probably a bit too quick to judge. However, given my experience with THIS company and your lack of details, I'm not too sure that your explicit recommendation to buy from someone else holds much merit.

I'm sorry -- really -- for coming across a bit harsh here, but they do have people that monitor and respond and they do offer solutions in their own forums as well as here and probably a few other places. You just haven't offered much in comparison to my own experience.

AximTT · 06-27-06, 12:52 AM

Originally Posted by dynamo04

Dear Aximsite members,

Received a defective Arkon Mount from BuyGPSnow.com and they will not replace?....They want to charge me $14.50 to buy another one........

Have you contacted Arkon? Since Buygpsnow is a reseller not the manufacturer, they have no control over product quality.

As far as I know, Arkon has pretty good customer service. Below is Arkon's contact info for your reference.

Hours: 9:00-5:00 PM Pacific Standard Time
Toll Free: 800.841.0884
Outside US: 1.626.254.9005
Fax: 626.254.9266

STi Sev · 06-27-06, 01:12 AM

BuyGPSNow has unbelievable service.

Email them

joekee · 06-27-06, 01:30 AM

Originally Posted by dynamo04

Dear Aximsite members,

Received a defective Arkon Mount from BuyGPSnow.com and they will not replace?....They want to charge me $14.50 to buy another one.

Paul

Hi Paul,

It is unbeliveable that you cut out all the important facts of the conversation in the email correspondance with our sales team and you just post the most negetive and jump to the conclusion type of sentense that buyGPSnow.com is a bad company. So, I strongly feel that I have to post the complete email here and let all aximsite.com member decide for themselves if your complain is reasonable.

========================================

Dear Valued Customer,

Your comments are well noted!

Best Regards,

Sales Team

Easy PocketNAV.com LLC

www.BuyGPSnow.com

--------------------------------------------------------------------------------

From: Paul <<--deleted for privacy reasons --->
Sent: Monday, June 26, 2006 7:33 PM
To: sales@buyGPSnow.com
Subject: Re: Defective Arkon Universal PDA Mount

Monday: 06/26/2006: 7:32PM

Dear BuyGPS.com,

Thanks for your response. Have decided not to spend $14.50 on another Arkon Mount that will only last a month. This mount has obvious design defects so will switch to a reputable brand and supplier. "Dead on Arrival" describes this mount perfectly.

Sorry to hear that you do not stand behind your products. I'm sure your lack of customer support will be of great interest to the thousands of forum readers on Aximsite.com, GPSpassion.com, PDAForums.com, Brighthand.com and PDAStreet.com.

Sincerely,

Paul <<--deleted for privacy reasons --->

----- Original Message -----

From: Sales

To: 'Paul '

Sent: Monday, June 26, 2006 7:06 PM

Subject: RE: Defective Arkon Universal PDA Mount

Dear Valued Customer,

The warranty term on this free Arkon vent mount is Dead on arrival only, as displayed on our website below. It has been more than 4 months since you have received the item and we cannot accommodate your request for a replacement request.

The best we could do is to offer you a 50% discount on the item, which is $6.5 plus shipping cost, about $8 via FedEx 3-day (we do not ship via FedEx Ground / USPS First Class).

Best Regards,

Sales Team

Easy PocketNAV.com LLC

www.BuyGPSnow.com

--------------------------------------------------------------------------------

From: Paul <<--deleted for privacy reasons --->
Sent: Monday, June 26, 2006 7:24 AM
To: sales@buyGPSnow.com
Subject: Defective Arkon Universal PDA Mount

Monday: 06/26/2006: 7:15AM

Good morning Customer Service @ BuyGPSnow.com,

Purchased a GPS package from you on Feb 15, 2006 (Order #71691).

All is well with the system except the rachet function of the Arkon holder no longer works after only 30 days of use.

Have contacted Kathleen Butikofer, Customer Service at Arkon. Her response about their defective product is that they will replace it for $19.00. I’m sure you’ll agree it’s outrageous in that the product brand new is only $12.95.

To date most of the comments on Aximsite.com have been positive for you and Arkon.

Please help me get this product replaced.

Sincerely,

Paul

<<customer address deleted for privacy reasons>>

cc: Kathleen Butikofer

Customer Service and Support Manager

Arkon Resources Inc

MarcFou · 06-27-06, 02:58 AM

Originally Posted by joekee

Dear Valued Customer,

The warranty term on this free Arkon vent mount is Dead on arrival only, as displayed on our website below. It has been more than 4 months since you have received the item and we cannot accommodate your request for a replacement request.

The best we could do is to offer you a 50% discount on the item, which is $6.5 plus shipping cost, about $8 via FedEx 3-day (we do not ship via FedEx Ground / USPS First Class).

I think that says it all. I've never purchased from you guys, but that will change. It seems to me you go out of your way to satisfy people. :approve:

And you even try to satisfy people who cant be.

dynamo04 · 06-27-06, 05:46 AM

[QUOTE=joekee]Hi Paul,

It is unbeliveable that you cut out all the important facts of the conversation in the email correspondance with our sales team and you just post the most negetive and jump to the conclusion type of sentense that buyGPSnow.com is a bad company.

Good morning Joekee; thanks for your response. I feel compeled to fill in the blanks:

#1 - I never said that buyGPSnow.com was a bad company; you're the one that brought that up. I said that I personally was not happy with your Customer Service.

#2 - Yes, I did purchase your package (GPS Receiver /Software / PDA Mount) four months ago but I also purchased the G4500S Mount from Seidio. I used the Seidio in my primary vehicle and then a month ago decided to use the Arkon mount in a secondary vehicle.

Quote:
Originally Posted by joekee
Dear Valued Customer,

The warranty term on this free Arkon vent mount is Dead on arrival only, as displayed on our website below. It has been more than 4 months since you have received the item and we cannot accommodate your request for a replacement request.

#3 - Why would you send me an Arkon mount where you say the "warranty is Dead on arrival" ? - You obviously don't have any faith in the product.

#4 - Why would you say this mount is "Free" ? - Every smart consumer knows that nothing is free. I had to buy a GPS Package (GPS Receiver / GPS Software) to receive this mount. You could have sold this package for less if it didn't include the Arkon mount. If it were free, anyone could call up and get one.

#5 - Why would you send your good customers a Mount you don't stand behind knowing that it will probably fall apart in a very short time. Do them a favor and skip the mount; it just causes aggravation and disgruntled customers like me.

Thanks again,
Paul

psionandy · 06-27-06, 07:05 AM

Originally Posted by joekee

So, I strongly feel that I have to post the complete email here and let all aximsite.com member decide for themselves if your complain is reasonable.

Well it seems that BuyGPS now did everything that they had to do.. and went beyond that. Sounds like pretty good service to me.

Originally Posted by dynamo04

#1 - I never said that buyGPSnow.com was a bad company; you're the one that brought that up. I said that I personally was not happy with your Customer Service.

Well you did start a thread saying that they had poor customer service, were being unreasonable, and that people should shop elseware.... On looking at the facts it appears while you are unhappy, you do owe them an apology... And using aximsite to try and 'bully' companies like this, without giving all of the facts, is pretty low

If you did carry out your threat and posted this on the other forums listed in your email, you should apologise there as well.

bryanbellis · 06-27-06, 07:18 AM

Looks to me that this thread should be killed. Buygps were well within their advertised contractual role, and maybe even went a tad beyond that. I'd buy from them, though haven't yet (UK based) based on the communications I've seen above. I think Aximsite needs to be careful about publishing a possible unfounded slander, so maybe this thread needs to disappear, the the OP use more apprioriate means to recover their perceived losses.

It's none of my business really, but as this thread has got posted, we all have a vested interest in maintain high standards in Aximsite.

Bagelsnbrew · 06-27-06, 07:22 AM

Paul Harvey mode ON

And now we know the rest of the story

Paul Harvey mode OFF

kiwiruss · 06-27-06, 07:37 AM

I had good service from buygpsnow when I recieved a defective haicom gps. replacement was quick and service was curtious.