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Tiger Direct - Defective Merchandise

Tiger Direct • Defective • Damaged • Extended warranty • Incomplete shipments • Rebates • Customer service --- • Rebate advice from Tiger Direct

Michelle of Fayetteville, AR (12/18/05)
I ordered a MSI motherboard/CPU combo from Tiger Direct. After pulling my hair out trying to get the thing to boot, I realized the motherboard was dead - couldn't even flash the BIOS. Did a search on the Internet and found that Tiger Direct knew they had received a shipment of "bad" MSI motherboards with corrupt BIOS.

I called to get a return authorization for the combo. I packed everything up and sent it back in the same box it came in (both the mobo and the cpu were in one box). Got a credit back for the motherboard but not for the cpu.

I called Tiger Direct and was told that the first CSA had only given me a return authorization for the motherboard, but he "showed that both had been received." He said he'd credit back the price of the cpu too. After 5 days, the credit still didn't show, so I called again. This CSA said that he showed that the motherboard had been returned but had no proof that the cpu had been and that the claim had been closed. He said that without proof he couldn't give me credit.

So I'm out $95 bucks with no CPU to show for it.

Merry Christmas Tiger Direct. You can stuff your stockings with that CPU! I'm NEVER doing business with them again.

Sharon of Wayland MI (8/12/04):
We bought a Soyo motherboard combo. Website states 1 year warranty; the processor went bad after 5 weeks. When I called to get an RMA I was told it had a 30-day warranty and was given the number for AMD. Manufactures and resellers warranty these processors was the answer from AMD and they said I would have to contact Tiger Direct for any claims. When I did I was referred to AMD again. I have run the loop and Tiger Direct is not a company that wants ANY customer feedfack, I have called and e-mailed with no response.

Chris of APO, AP (7/8/04):
Long story: Purchased 1 motherboard (and other parts). Defective (no POST at all). After almost two weeks, finally got them to declare it RMA material and they WOULD NOT ship me a new motherboard (prior to accepting my current one) unless I paid for the new board. PAID -- while later, received NEW BOARD. Would *BOOT ONCE* and then have to reset CMOS to boot up *ONCE* again. Tried to RMA -- took SEVERAL WEEKS talking between Tiger and the motherboard vendor to get it RMA-approved.

I live OVERSEAS (military) +14 hrs CST and was ON HOLD for 30 minutes and when I could wait no longer wait because I had to go to work, TRIED TO LEAVE A VOICEMAIL -- but the box was full. So I got hung up on. When I got approval to return my SECOND defective motherboard, I further stated I couldn't discern if the processor was bad as well. So I was going to RMA that and just buy a board/chip locally. I sent a detailed letter of what happened and items included (had 3 RMA numbers on one box/listed in the letter). I was refunded for both motherboards -- but I'm *STILL WAITING* for the Refund of the Processor (Almost $300).

Furthermore, upon opening my second wireless NIC box (purchased two, but only had opened one since I had only my old working computer) -- the Antenna-connection (that attaches itself to the NIC itself) broke off of the card. Have heard no response from their company as of yet. Tiger Responded saying I was authorized to return my Processor 22 Mar 04, but "no record of this unit ever having been received by the warehouse" -- (which by the way was the SAME box that had the motherboards for which I was refunded... hrm)

Furthermore, on 22 Mar 04 -- I was STILL IN AL UDEID, QATAR (deployed)... I did not return back to Misawa, Japan (home station) until 6 Apr 04. I didn't find out the *first board* was bad until 7 Apr, the SECOND motherboard arrived ~20 Apr -- I declared it defective (to Tiger) on 21 April -- which is when I demanded/received an RMA for both the Board/Processor.

Jay of Fort Wayne IN (6/18/04):
I ordered a refurbished eMachine in May and after $25 in tech support calls to my ISP and eMachines along with $50 to have the machine looked at by a professional, I still could not get online. This happened over a period of two to three weeks each time thinking I was getting closer to solving the problem. I finally gave up and got a return number and was emailed the shipping tags in a about 5 days. I had to call to ask why it was taking so long since I noticed at the UPS site that they had rec'vd it several days ago. In response to my call, they shipped it out right away. Hmmm.

So I hooked up the new computer (to a UPS with just the monitor, mouse and keyboard) and only the hard drive would spin - no fan, no boot up, NADA. I immediatetly called for refund and compensation for time and money spent and Lenny (ext. 5988) said I shouldn't have chosen an eMachine and that he would suggest a HP or Symantec. Nice. He said to cool down and to call him the next day to discuss picking out another computer and that I would be compensated for the hassle and money I spent. I felt better and expected that I would get a better machine without any added cost and a neverending chorus of "We're so sorry!"

When I called the next day all Lenny offered was an HP Compaq with the same guts as the last eMachine. Same price, same level, different maker. I reminded him again what I went through, but he was not as enthusiastic as the night before. I should have taken the refund. I have bought from TG before, but NEVER AGAIN.

What happened to customer service? I paid money to get a working computer. I lost many hours and money. Usually a company will try to be accountable for a situation like mine, because trouble like this doesn't happen very often. Seems to me problems like mine might be happening more often at Tiger Direct, because they sure seemed to want to deal with me as cheaply as possible and at their own pace.

Donald of Seale AL (5/26/04):
I purchased a Barebone Computer kit January 30, 2003 for a total of $524.00. The computer never worked properly. I reported this to Tiger Direct in February 2003. Their customer service representatives have given me the run around since the beginning. They have given me different parts to exchange, which I had to do with the individual manufacturers. I had several computer services check to make sure of the connections. The barebone parts that I received simply did not work together.

I was contacted by Tiger Direct, July 28, 2003, after they were contacted by the Better Business Bureau after my second complaint. I returned the computer to Tiger Direct at their direction, after retrieving it from the Computer Service. September 8, I called Tiger Direct to find out why I had not received my refund. They informed me that the problem was not with Tiger Direct but with UPS as Tiger Direct had only received one box. I knew this to be a lie because I had Mail Bag, Inc. confirmation that Tiger Direct had received both boxes at the same time.

A week later I received a box from Tiger Direct with the motherboard, power supply, CD recorded, and fan (other parts were missing). A note stated that they could not accept my return because the items were not in the original boxes. Though the parts were not in the original boxes they were sent to Tiger Direct. Tiger Direct contacted me after my second complaint with the Better Business and promise to refund my money. They eve sent return authorization with and Air Freight Company. They have long ago had all their parts but still refuse to refund my money as I was told after a phone call to them April 13, 2004, stating they were not going to refund until they received the motherboard. They already have all parts.

William of Fort Worth TX (4/27/04):
I bought a refurbished Compaq Presario, rebuilt to original specs, from Tiger Direct. Upon loading my files and programs, the operating system, Windows XP Home, crashed constantly. I continued to have nothing but problems and could see the handwriting on the wall, so I called Tiger Direct about support and possibly returning the unit.

I was amazed at what I heard from the Tiger Direct representative. "I'm sorry, there's nothing we can do. Our warranty only extends two weeks from the day you ORDERED THE COMPUTER. Maybe Compaq tech support can help you." And they were kind enough to give me a number before hanging up. Well, I've had the computer for a month now and last week the hard drive quit working. I replaced it yesterday at a cost of about $140 and today the motherboard went south.

I am probably looking at sinking as much into getting the Compaq back up and running as I paid for the original purchase price, with absolutely no guarantee that it will continue to function even one more hour. Not only does Tiger Direct not stand behind their products, as soon as the merchandise is out the door, they just want to forget about you, period.

Malcolm of Minneapolis (1/8/03):
On 12/18/02 I ordered a 19" monitor from this company, and when it arrived on 12/20/02 it was defective. I called on 12/21/02 and asked that I send it back for another one; the representative I spoke with, Frank at Ext 5967, told me the only way they would send me out another one is if I ordered anther. I asked why should I order another monitor and spend another $230.00 when you sent me a defective unit and he replied that they will not charge my card, just authorize it, and that he would send me out an airbill to send the other back.

Well a little while later I went to check my bank tranactions, and they charged me again in full. I called back the next day to cancel the other monitor, but the representative on the phone told me he cannot cancel it, even though it was not due to ship til Monday. He said just refuse the shipment, and we will refund your money when we get it back. The monitor came and I refused it on 1/3/02, they got it on the 7th of Jan, we'll see about that. Meanwhile I have not received the airbill to send back the first one, and I call everyday since the monitor came, and all I get is "it's in the mail".

Cecil of Ocala FL (3/31/02):
I ordered a remanuafactured e-Machine, Model T4230 from Tiger Direct on Feb 15, 2002. When I received, it had no drivers, no operating system. The modem, CD and CDRW wouldn't work and the hard drive had a bad sector. I called Tiger Direct about this and was referred to AMEX COMPUTERS INC, Carlstadt, NJ 07072. They told me I would have to send the computer to NJ for service. I sent at my expense on March 7, 2002. and got it back on March 29, 2002.

When I got it back it had no video. I know my monitor was okay, as I use it on my Packard Bell Computer. I called AMEX on 3/29/02 and left a message, and also sent them an e-mail detailing my problem. e-Machines will have nothing to do with these computers as they are rebuilt. I have talked with a couple knowledgeable computer techs and it seems that AMEX probaly flashed the BIOS and destroyed the video. I haven't found out how this can be corrected as yet.

It has been 6 weeks since I purchased this e-Machine Computer and still have nothing that will work. I have bought various items from TIGER DIRECT in the past and have had good results with most of them. However I have found that it is next to impossible to return a product to TIGER DIRECT.

I have a computer that I have spent over $750.00 on that is absolutely worthless. I regret buying from TIGER DIRECT and it seems that AMEX COMPUTERS is no better.

The company responds: Tiger Direct always strives for 100% customer satisfaction. In the case of Cecil we offered him a reimbursement for the problems he encountered with his system.

"H" of Mosinee WI writes (3/25/02):
I purchased a case with power supply, a cpu fan, and a motherboard/cpu combo from Tiger Direct. Initially, all seemed well. I got my product promptly, and it all appeared to be in good condition. That's where the good news ended.

Upon determining that I had a defective motherboard, I called Tiger for a return authorization. They then informed me that they would exchange the motherboard, but I only had 1 of 2 options for replacement. First, I could send the defective one back, and then wait approximately 2-3 weeks for them to verify it was defective before they would send a new one. Or two, I could buy another, and send the old one back in, and they would reimburse my credit card upon arrival of the return. I of course took the second option.

I sent the defective board back to them immediately by UPS overnight. I got confirmation that they received it the day after I sent it. I did promptly receive my replacement board, but it took 5 weeks, about 3 dozen phone calls, 2 supervisors, and a whole lot of "I don't know" and "this is all somebody else's fault" before I finally saw a credit to my card for that returned motherboard. I got the distinct impression that nobody, not even their "supervisors" knew what was going on or even cared.

Worse yet, I even thought that maybe they just figured I would give up on my quest to get my money back from them. They have the WORST customer service I have ever had the misfortune of dealing with. I will NEVER buy from them again or recommend them.

The company responds: Tiger Direct always strives for 100% customer satisfaction. In the case of "H," we offered appologies for any inconveniences he encountered. Offered free shipping on future order and assigned senior agent to his account.

John of Portland, OR (3/23/02):
We ordered an IBM Infoprint Color 8 printer in early October, 2001. It was finally shipped in early November, 2001. We unpacked the printer to find that it appeared to be one that had been returned by someone else as the Toner Cartridges were alredy installed and leaking all over the interior. When we tested the printer after setting it up we found that it did not print at all.

We called IBM for service and IBM found that nearly every part that could have possibly been defective was defective. IBM replaced the parts that were under warranty. Even the power supply was bad. However, the 4 Print Drums and 4 Toner Cartridges were not covered. I called Tiger Direct and after being kept on hold for more than 1.5 hours I was simply cut-off. I tried again by telephone with the same results. So, I sent numerous e-mails, none of which were responded to.

So, I had to buy 4 new Print Drums and 4 Color Toner Cartridges which together cost more than the price of the printer. IBM came out and installed those parts thinking that it would work. Well, it works but it leaves Black Streaks all over whatever it prints. That requires a new "belt assembly" which is NOT covered under warranty and will cost me another $300-$500. Again, no response from Tiger Direct. The regional IBM representative told me that IBM would contact Tiger Direct on my behalf. That was more than a month ago and I have still heard nothing.

We have had NO RESPONSE at all from Tiger. IBM has done all that they can do under their warranty.

Don of Denver (2/13/02):
I purchased a mainboard/CPU combo from them that did not work the first time I powered up. Its diagnostic system, called Voice Doctor, indicated that the CPU was defective. I checked and rechecked everything and still got the same message. Calling TIgerDIrect customer service indicated that it's best to send them an email to webresponse@tigerdirect.com regarding problems.

So I sent an email to them explaining the problem. Two days, no response. I sent the same email again, no response. I sent a FAX, no response, and I sent more emails over a weeks time and no response. I finally called their CPU return number, which is a toll number, and waited 30 minutes on my dime to get to someone. The representative was not very helpful, but I got a return authorization for the CPU and had another one sent to me. I got the new CPU two days later and put it in the mainboard. The mainboard came up, but indicated that the keyboard was not connected. I tried another keyboard that works on another computer, and got the same message.

I was able to get into the BIOS setup using the F1 key on the keyboard even though it said there was no keyboard on the screen and on the Voice Doctor. After a few times trying to get it to see the keyboard, it said that the CPU was defective. I got in touch with the mainboard manufacturer, who determined that the board was defective. I emailed tigerdirect again, several times and no response. I then called the 800 number and got an RMA number to return the mainboard and got a new mainboard and CPU shipped to me (which work just fine so far), and was instructed to call the toll number to get an RMA for the second CPU that was damaged by the defective main board.

I called that number today and was refused an RMA for the CPU and when I demanded the RMA, the customer service representative hung up on me. SO, I am stuck with a $150.00 CPU I can't seem to return that was damaged by thier defective mainboard. I don't know yet if I have been credited for the returned defective main board and original CPU or not until I get my credit card statement. I am not holding my breath. This company has not been pleasant to work with, and they provide what I would call the worst customer service in the world.

Paul of Waterloo IA (2/4/02):
Received a defective CyberPower UPS unit from them. It did not function. I called their support on the weekend and was told I could return it for a refund. I needed the unit so I went and bought one locally. I was then told Monday, I could only exchange the unit and could not get a refund.

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