Complaint Review: Negri Electronics Inc. - Las Vegas Nevada

First of all let me thank all the readers who have reached out to us regarding this situation. Below will be a short summary of the entire case. Prior to this summary is a simply reply to this customers issues.

The items were purchased and returned to us for issues which the customer was unhappy with. The RMA (return merchandise authorization form) was sent to her for the return. This form was sent when the customer requested to return the device. We have received one of the devices back which we have evaluated over a 3 day period, and found there to be no issues. The 2nd device has yet to be received and was never "refused".

1. Order placed on 7/1
2. Customer completed RMA request 8/5
3. RMA approved 8/8 (Email sent with directions and paperwork to include in the package)
4. Item received in Warehouse 8/24 (missing paperwork and information required to process return)

The device was received almost 2 months after the purchase date. Our return policy gives a customer unhappy with their device up to 25 days to return to avoid a large restock fee (restock fee is still assessed within 25 days as long as item is not defective) You can read these here http://negrielectronics.com/policies/

Please see that we are doing everything we can to work with this customer. She is refusing to answer emails asking us to contact a mediator in order to get answers, which we will not do. Customer will refunded minus the restock fee which is posted on our store policies listed above.

Dear Readers: Thank you for your support. Each email sent to this customer was of the utmost honesty and politeness. However we can not speak for the emails sent to us by this customers, as they were quite rude and demanding - as such they were not posted in the recent reply by this customer. We treat each customer with the most professional courtesy as possible. Each case is unique, and so is each customer. We have already acknowledged and replied to the BBB claim which this customer posted. The claim is set to be closed in 1-3 business days as we have followed our store policies and have done everything in our power to satisfy this customer. Always read store policies when posted, they are not meant to "trick" but to inform you of what we can offer you if something is wrong with your order. We often offer exceptions if the situation is extreme and the customer has followed our troubleshooting techniques. Please contact [email protected] if you have any further questions.

For those who left posts in favor of this scamming company: I will post the e-mails that prove such immaturity and lack professionalism. Before I post, I will say that I contacted Mr. Sergio within a reasonable time frame regarding the defective devices. To name a few problems: the screens blinked on and off, the screens would often freeze and needed to be powered on and off, the calls rarely went through, the battery died quickly even after doing the master/factory reset, there were problems with the speaker and callers often complained of hearing muffled voices, the echo on the phone was horrible, etc. Mr. Sergio refused to acknowledge my complaint about the phones and shrugged it off by saying that the phones were not defective and all I needed to do was a master/factory reset. When I called back the story changed and he began to say I could not get an exchange and was only able to repair. After all this back and forth nonsense and their ridiculous policy, I have determined to escalate this matter. By the way, Negri...you last e-mail was not read and I am reporting you for harassment. I have asked you to discontinue contacting me in which you felt was a joke.

Again for all of you who think Mr. Negri is awesome...you can read the e-mails sent in response.

They are as follows:

"Thank you for your email. I see now where the issue lies. I am uncertain how you are able to detect tone in an email, so I will reiterate that you could have, at any time, contacted Sergios manger directly. Sergio actually took very good care of you and your concerns and by reading
each email he followed the policies to a T.  As far as your refund is concerned; your items will be evaluated and the time from when the devices were shipped to the time they were returned will be taken into consideration. Had you contacted me prior to leaving
your Scam report which is an awful exaggeration which we will never see eye to eye on (based on your email below) - we could have worked something out. However your items remain outside of the return policy and your email below simply states that you have no intention of working to resurrect this or resolve this in any way.  I am sorry for your experience. I wish we could have ended on better terms I honestly mean that."

"Thank you for writing back. As you can see your request to refrain from contacting me has been ignored. Reason being is that we are missing the device in which you wish to be refunded for. Please note that your devices were returned to us past the deadline in which we accept
returns, so we will be issued you a credit minus a restock fee. At Negri Electronics we offer the same professionalism and maturity level as the
customer we are dealing with. Your previous demands have been noted. Your threats and accusations were all taken with the highest of
seriousness.  We hope that you enjoy the rest of your week and your weekend.  Thank you for choosing Negri Electronics."

"Thank you for your email. Unfortunately we did not reject any such package. Our staff is trained to accept all packages and return to FedEx only if  they are under the incorrect recipient name. You claim to demand a refund for 2 devices but you have in your possession one of them. You will be refunded once the 2nd device arrives.  Thank you for being professional. Its hard to see why there was a conflict to begin with."

Let me reiterate that Mr. Negri appeared to take this matter with a nonchalant attitude and did not care about the sensitivity of the matter. He is not running a business or at least not a reputable business where the customers satisfaction is merited. The company is dishonest and attempts to cover up their errors. However, I have repeatedly asked this man to cease contacting me and he completely disregarded mt wishes. This is the most dishonesty company and I thought Metro PCS and Simple Mobile were bad. They rate a 10 next to Negri Electronics, Inc. Nonetheless, this company did not sent a return label for the packages and I had to pay out of pocket for these phones. I sent my phone first and their warehouse rejected the package causing me to repackage and repay. I do not have proof because I thought this was company of integrity since they were advertised by Simple Mobile. By the way, I am no longer with Simple Mobile for this purpose. I sent the second phone certified mail so this way I would know who was rejecting the packages or receiving them. I guess it worked just fine because I was notified that it was received by USPS.

SJJ 

Thank you for your post. Although posting this does negatively affect our business we are here to help you regardless of your motives. Please keep in mind that at any time you are able to contact a manager and resolve almost any situation.

I wanted to address your concern and maybe shed some light on the subject as
you seem pretty upset regarding our store policies and the dates and fees included in these policies.

When an item is sold there is a window of 25 days to return this product if there is something wrong with it. With that being said we sometimes do extend this for extreme circumstances. In your case there was an issue with the device that was purchased on July 1st, 2011, Order 100021746 Tracking FedEx 1378XXXXXXXXX. This differs from your statement above claiming that you ordered this product on the July 5th, 2011. When you contacted you on July 13th to make sure your order was to your
liking, you stated you were experience an issue with the battery, we were able
to help you troubleshoot this with a quick hard reset to wipe any bugs from
your device.  Our customer support staff spent time with you explaining how to do this so that you could correct the issue.

Our email from you requesting an RMA was sent to us on 7/29. 28 days from your order. When your request for refund/exchange was denied you immediately got upset.  We understand that this may be upsetting to you, only getting 25 days to ensure your product is without fault but please understand that we offer this as a luxury to our customers. Our return policy with our suppliers is 0 days.

In your thread you point out other issues you had with the site and how the store policies were not made available to you. These are posting on the main site, home page on the very top right. We also provide these available on every single page that we have so that you are able to read through these.

The main issue with your claim above is that you use the word scam and try to definite this to fit your situation. We did offer the return for you, and we will have your device repaired. The contradictory information that we have found leads us to believe that not only are you simply leaving this message to harm our company, but you are attempting to defraud us. Your email states that you are returning the devices in mint condition. Now if these are in mint condition why are they being returned? There would not be an issue with your return if you were only attempting to return 1 item for the reason you stated, but to return both of the same items stating the exact same
issues only means that you have purchased a device that lacks the quality and
reliability that you need.  This is one reason why the devices are priced under $300. They are not a high powered smart phone and the issues you are experiencing are normal instances of this device.

Again this is not the issue. It is easy for us to take these devices, refund you in full and put this behind us. The issue is that you insist that we have Scammed you, when we have done everything to keep you happy. Your emails are quite rude, and your demands are out of line. I have posted your emails here so that you can see what I am referring to:

The devices have been mailed. Did you receive them? I have paid for the return of these devices. I was unaware of your Return Policy and did not see this indicated on your website. I am returning the phones back to Negri Electronics for a full refund of both devices, which are in mint condition. However, I do have a problem with the
Return Policy which is unrealistic. How can a person determine within seven days if the phone is defective? In addition, the phone description states HTC A510A and the phone is an A510e. This is falsely advertised. I have paid a considerable amount of money to have received devices that within one month have shown very little quality and performance to be informed of the different percentages for this and that. These terms are unrealistic and you cannot test a phone unless you open a box and use the phone.  

I am seeking aid from other means to be able to recover my full refund. This is less than satisfactory service Mr. Mendez.

Immediately you are quick to threaten with the air from other means. When this entire time you needed to simply work with us and our store policies to ensure that you were happy. When the RMA form was sent to you, there were directions on this form to
assist you in returning the device. This was not followed. The proper documents
were missing in the box that would assist us in knowing who the package is from, and for what order and what the issue was with the device. I understand that you may not have thought these were required, but the fact is we have little time to chase a customer who has returned a device to us, which is why you were contacted for more information.

We have only received one of the devices back and have tested this thoroughly. We have not noticed any issue with the battery beyond what is considered normal for the Wildfire S device. There is also no signs of a glitching or slowness after a hard reset which we perform on each device sent in for repair.

For the readers of this thread- it is evident that every customer has their motives, and each customer is different and unique in their own way. Also it is utterly impossible to please every customer, but we do our best.

In this case the customer simply did not like the item, but notified us too late to return this for a refund. The main issue here is that she was obviously not happy that she forgot to read the store policies, or just unhappy that the phone she received was not a $600 phone for a $300 price. Please know that we do everything we can for our customers but sometimes these things are out of our control. Leaving a Scam report when we have been working with the customer for 5 straight days in regards to their return is absurd. Our staff followed the store policies as they are trained to do, but
this was not suitable for this customer.

In conclusion we apologize to you the prospective customer for this unwarranted post and hope that you see the process and procures that Negri Electronics participates in to ensure our customers satisfaction.  Although its impossible to please everyone,
we do try and are successful 99.9% of the time.

Thank you for your time. I hope that you are able to see through this ridiculous claim and continue to put your trust in Negri Electronics.