Complaint Review: EBC Computers

Hi everyone,
I just wanted to let you all know NOT TO SHOP AT EBC COMPUTERS. I had a horrible customer service experience there recently. To make matters worst, after emailing the owner Edy Bedoya to address my complaint, he attacked me saying I "want things for free" and that I was "taking advantage" of them. As you can see from the original emails below, I hardly did that. All I wanted was for him to know that I was upset about being treated so badly, and for him to appreciate my business and find a way to keep me as a loyal customer, which I had been for years. DON'T LET THIS HAPPEN TO YOU, GO SOMEWHERE ELSE FOR COMPUTER PARTS AND SERVICE. You may pay a few dollars more, but at least they care about keeping you and your business. The emails are outlined below.

My initial email:

-----Original Message-----
From: bryan[mailto:removed] Sent: Sunday, January 23, 2005 12:11 AM To: removed
Subject: Complaint

Hi,
My name is Bryan, and I am thoroughly disgusted with the lack of customer service that was presented to me at your West Valley Store today. Now, I must say I have been a long time dedicated customer of EBC, I may not spend a LOT of money there every year, but I always go there for computer parts and refer people to you. That said, today has changed my mind on whether or not I want to do business with your company anymore.

After viewing your website, I found a part I wanted (Pioneer DVR-108 Black).

I normally do not carry cash, but considering the discount your store provides for paying in cash, I withdrew the exact amount ($88) from my bank and headed to your store. After waiting almost 15 minutes to be helped, I told the gentleman what I wanted. He went back to get it only to tell me that you were out, I suggested the white plated one then. He came back and
rang up the drive, much to my surprise the total amounted over $92, much more than the $82 drive I went to get. He explained to me that the white drive was more expensive than the black. This makes no sense to me as it is just a simple piece of plastic in the front.

Anyway, I asked him to match the price since I felt it unfair that both the West Valley and the Sandy store (he called them to check) were out of them. He went to the manager who told him no. I then talked with the manager who very friendly told me no, the policy is strict and there is no way to change it. Considering this was not my fault, I didn't feel it was fair to charge me the extra amount but gave in and gave the guy my $88 in cash and my credit card for the rest. Now the total had jumped from $92 to $95. I asked him, why a $3 fee for only $4 charged to my card??? You couldn't possibly be charged $3 for a $4 credit card transaction by the company. He explained to me this is the policy and that if even $1 is put on a credit card and the rest is paid in cash, they still charge the whole fee and it could not be changed, I asked him if all of this was worth losing a customer, to that he just replied "I'm sorry sir."

Sorry doesn't cut it, Now it may only be $7 more than what I was going to pay originally, but that is not the point. The point is that due to very POOR customer service and lack of appreciation, that $7 is going to cost EBC Computers a customer. I don't think that $7 is worth it to EBC Computers to lose a customer, but I could be wrong.

I even asked the cashier to speak with the owner who I could see in the room next, but he said no and that I must speak to the manager (who was very friendly but not concerned at all about resolving the situation). You can tell me sorry, but I have already been told sorry. I just want to explain to EBC Computers they have lost a customer and are now getting a bad review to whoever asks what computer store I recommend. If EBC would like to resolve this issue, I would like to hear it from the owner. Thank you.

Bryan
His first reply:

From : Customer Service
Sent : Sunday, January 23, 2005 4:57 PM
To : "'bryan
CC : "'EBC'"
Subject : RE: Complaint

Dear Bryan,

I am very sorry that we didn't have in stock the product that you are looking for, but because we didn't have it in stock and you didn't get the another part, which price was higher, at the price that you want, at a lower price, doesn't mean that we have 'poor customer service'. I don't agree with that statement.

At this time, we are making around $5.00 per a DVDRW, how you can see there is not much room to work on it. If you are coming to EBC is because we have the Best Local Prices in computers. Most of the time, we have all products in stock, but once in a while, we don't and that doesn't mean that we have a bad customer service, jut mean that we have a good respond from our customer and we are out.

Now, just because we don't have a product in stock, that doesn't mean that I am going to give you another product that we have in stock for the same price. Can you imagine what precedents you are putting in our system...? That means that I will go to Larry H. Miller to buy me a BMW 350 for $38,000 and because they don't have it, but they have a BMW 765li for $95,000, I am going to pay only $38K and take the 765il at home. That sounds really good in your end as a customer, but we didn't have any body trying to sell us anything no want to be in business.

Please, don't try to take advantage of us. We are a small company and most customer think that make a lot of money on each part, but in reality, we make a few dollars in most computer parts that's why customer buy from us. We cannot afford to give things for free.

Cordially,

Edy Bedoya
Owner.

My reply: Unfortunately I did not save my reply, but it said something to the effect of that you can't compare 2 separate models that one is more than double the other. I was merely stating the fact that the model came in 2 colors and it was ridiculous that I was charged $5 more for it plus a Credit Card PENALTY because I only had enough cash for what I came for originally.

His follow up email (note the time of the email and what he said):

From : Edy Bedoya
Sent : Wednesday, January 26, 2005 10:16 AM
To : "'bryan
CC : "'EBC'"

Dear Bryan,

I have 1 piece of the White Pioneer at lower price $75.00 and 5 pieces at $79.00. These models won't come any more because we already have the new models Pioneer 109. I will be happy to hold them for you only for today if you reply me before 11am today

Thanks,

Edy A. Bedoya
Buyer

My reply to his email:
From: Bryan [mailto:removed]
Sent: Wednesday, January 26, 2005 10:16 AM
To: Edy Bedoya
Subject: Re:

Will this be a direct exchange or am I going to have to pay more? Also can I exchange it for the black model?
His reply:
Bryan,

Did you already bought the DVD Burner?

Edy A. Bedoya
My reply back to him:
From: Bryan [mailto:removed]
Sent: Wednesday, January 26, 2005 11:02 AM
To: Edy Bedoya
Subject: Re:

I purchased the Pioneer DVR108 (White) For $87, but because I had only enough cash for the black I got charged the credit card fee as well bringing total what I spent to $95. So could I exchange the drive for the DV109 instead or am I going to have to pay even more?
His reply back:

Bryan,

According to our :Policy, you are welcome to return your pioneer within your warranty period (15 days). We will give you credit for the current price and not for what you paid and you can buy any other part from us or get your money back. So, in your case, you will paid more for it. I don't recommend to do it.

Thanks,

Edy A. Bedoya
My follow up reply:
From: Bryan [mailto:removed]
Sent: Wednesday, January 26, 2005 11:19 AM
To: Edy Bedoya
Subject: Re:

Ok,
So now you are telling me that you have a new model. But in order for me to return it, I will be paid back only what it sells for now, which is $10 less? So then I would have to pay another $20 for the newer model??? That's outrageous, what seems fair to me is to exchange the parts like for like, I already got charge a credit card fee of $3 for a $4 transaction, what more do you want from me? All I want is something to show me that you appreciate my business. By telling me you will give me less money back for the part that I was overcharged for first and then have to pay more for the newer part is not exactly telling me sorry.
His final and most awful response:

Dear Bryan,

Our prices change one or twice a week and most of the time they drop around 70% a year. Can you imagine if I give customer his full money back when they bought a P4 3.2 4 month ago which price was around $350.00 and now is only $220.00 I will have all customer comes every week and change their products just because it's cheaper.

Sorry, I cannot help you at this time. Computer parts drop all the time, and how is cheaper and that's what is worth for us at the time that you want to return it. We have this policy already for many years. I been trying to contact you to try to help you. But no matter how, In the Name of Customer Service, you always don't want to pay for you, You just want free' or waive charges and that's not how we do business here.

Please, just keep your drive and I hope you bought the 5% Warranty to extended our warranty with you for 1 year.

Cordially,
Edy A. Bedoya

Bryan
West Valley City, Utah
U.S.A.

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