Originally Posted by Jenn-PPCs
Good evening everyone. Just wanted to drop and let everyone know that I am personally trying to help Mr. Vale get this situation taken care of. I also wanted to clear up a couple of things that may not be known to the general public, but any resellers would understand. As a reseller and not a manufacturer, we order our products and have them shipped in. What you may not understand is that when the manufacturer changes something, they don't always tell us resellers that something has changed. Several times they have changed things and we do not know until a customer contacts us and tells us that the picture on the site doesn't match what they received. Sometimes their changes are simple and they send us replacement parts to swap out of older versions. Of course we have to open the seals on these items and customers end up thinking they got something used because we broke the seal. If the product has changed and they aren't able to send us replacement parts, they just send the newer products and don't tell us. I totally understand how frustrating it is to customers. Please keep in mind that it's frustrating to us, too. The older versions of the EK-Supreme-HF came in completely different boxes, in which we have none left. When they sent the newer ones, there was no indication on the box or invoice that something had changed. We do hope to have this situation handled in a manner that will be satisfactory to Mr. Vale.
On a side note...There is a disclaimer on our site regarding manufacturer's changes: Performance-PCs.com will not be responsible for any manufacturer changes to products specifications or appearance listed on this website other than to update web pages as soon as these changes are brought to our attention. Any product that has changed since initial listing on the website can be returned for a full refund less shipping (no restock fee). Which can be found here: http://www.performance-pcs.com/catal...age=conditions
All too often customers place orders without reading a company's policies and conditions. Then if something needs to be returned or a customer wants to do something outside of these guidelines, they get mad, flame the company and do a charge back. This isn't fair to any company. I guarantee that most people place their orders and don't even read the terms and conditions that they are required to check off on when placing it. Then if something goes wrong, they get upset because it's not handled the way they want it to be. People are quick to say that they shouldn't have to pay for return shipping or they shouldn't have to pay a restocking fee (generally speaking) when the fact of the matter is that it's not fair for them to demand it from the company, when the company's conditions were on the website for them to read. People do so much research on the products that they are buying, but don't want to take the time to read a company's terms and conditions so that they know what to expect from the company should something not go as planned. Most problems stem from that alone. You should always read a company's terms and conditions as well as their RMA policy before placing orders. In an ideal world, we'd never have to deal with it and everything would always go perfectly. Unfortunately, that is not the case.
I do hope that I have made the situation clear about the manufacturer's products and how they change. If you have any further questions or concerns, please feel free to let me know. Thank you and have a good evening.
Thank you Jenn for trying to explain the situation in rational way.
You are right when you say that costumers dont give the attention that company's policies deserves, but I think that the disclaimer on your site regarding manufacturer's changes does not apply to my situation.
Performance-PCs.com will not be responsible for any manufacturer changes to products specifications or appearance listed on this website other than to update web pages as soon as these changes are brought to our attention
If I had bought the old revision and received the new one, then the disclaimer would apply. Your statement would be right if I wanted to change the new revision for the old one.
But you updated the information (writting *** NEW *** in front of the product name) and the picture, so you knew that the product changed, and sold the old one. (Even if the difference is only aesthetics, I can list arguments that proves I will end up lesioned, Ex: old revision devaluation, I bought one product for the same price of a new model that it is already devalued).
About the opened box, you shouldn't forget about the 1.4mm marking on the box, but I dont want to be labeled as a annoying guy, so I wont continue.
Another thing that I want to say, is that I did not get mad or flamed Performance PCs, the only thing that I did is to state exactly what was happening to me.
I dont think either the costumer or the company should be lesioned, but I think PPs should be more careful to avoid situations like that, especially dealing with international shipping.
Thank You again.