On Friday, March 7, 2008, I visited Alliance Computers in the Hickory Hills shopping center in Great Mills in search of a new motherboard. I found a semi-decent motherboard for an insane price (30$ more than online) I was in need of a new one fast, so I bought it), and brought it to the counter. The box was already opened so I asked the manager if i could inspect the contents of the box. He said I could, so I did so.
Everything looked to be in order. No visible defaults in the motherbard itself or any of the components, so I figured it should work. I asked the manager (suspicious of an already opened box) if there was anything wrong could I bring the item back. He said if the motherboard was non-operational I could bring it back. Nothing more, nothing less. So, I figured everything would go smoothly if the motherboard was shot.
I brought it home. A few days passed, and on Monday, March 10th, I installed the motherboard into my PC. Alas... it did not work. I tested all the components of my computer on various other motherboards and everything was operational. Thus... the motherboard was shot.
So, on Tuesday (today), March 11th, I walked in to Alliance Computers, explained that the motherboard did not work and that I would like to return it for a refund of the purchase price.
The first thing I was asked was "How do you know it doesn't work?" I thought to myself... well... how else would I know? So I answered "I installed it into my computer, nothing works." I explained how I tested the components of my computer and determined it was the motherboard that was not operational.
At first they were nice. They asked me if I wanted to bring in my processor. I asked "Why?" The manager answered "So we can test it on the motherboard." I explained to him that the processor was at my house, installed in another motherboard, and operating as it should. He began to get testy.
Finally accepting the fact that the motherboard was broken, he explained that he would RMA the motherboard and have a new one shipped and I could come pick it up. "I don't want the motherboard," I said. The motherboard itself is a piece of junk and would rather spend my money on something better for a better price. "I would like a refund," I said.
He began to get mad. "We don't do refunds on open packages. The only thing we can do is send it back and get a new one." I began to get mad.
I, myself, run a retail store and I know for an absolute fact that it's extremely simple to RMA the motherboard, return the customers money as a refund, and place the new motherboard on the shelf like nothing ever happened. But I was refused this option.
"I told you when you bought this motherboard that there was a no-refund policy on opened boxes and that we'd only be able to exchange it," he said to me. This, however, was completely false. I was never told that there was a no-refund policy in affect; that was the whole reason I asked if I could bring it back if it was broke. I said to him "This box was already opened when I bought it. You stood there and watched as I inspected the contents, knowing full well the box was already opened."
Long story short: I was refused any kind of refund, I'm expected to wait until they ship the faulty motherboard back and my only options are to accept a new piece of junk motherboard or I'm out $100. Why? Poor customer service and quality satisfaction. I am disgusted at the way this store treats their customers. A mom & pop small business such as Alliance Computers should know to better treat their customers or risk losing potential business.
I will never return to this store again. I advise any of you who wish to be treated with respect, as a customer should, that you do not venture into this store if ever you are in need of computer services.
