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Complaint Details
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Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the ******* ****** ********* ****** ****** through CompSource on 2/14/23, for the amount of $817.60. Prior to purchasing this product, CompSource's agent re-assure me that they were an authorized re-seller for ******* and I would have a full warranty with the product if case anything went wrong. To my surprise, about three weeks ago my ******* router started malfunctioning. I called ******* and they informed me that because my router was purchased from an un-authorized re-seller, they are not able to exchange the product, provide me any type of technical support, or any exchanges. As a onetime courtesy, they provided me free technical support, and they concluded that the router is defective, and they do not have a fix for it. However, they will not provide me with an exchange, or a refund back to my Bank Card. They directed me back to CompSource who should provide a full refund, as they should have clearly informed me about the warranty policy for un-authorized re-sellers. I contacted CompSource right away, and they brutally denied me any type of refund since the product was purchased over 30 days ago. CompSource directed me back to Netgear, letting me know that the product should have a warranty. I called back ******* back, and they clearly said, "THIS IS NOT TRUE", CompSource is not one of our Authorize Re-sellers and I do not have a warranty. They wrote this to me in an email which I have uploaded with this complaint. So, I am now a customer with a dead product that I spent $817.60 for, and no one wants to give me my money back. This was clearly a misrepresentation from CompSource. All customers should be clearly informed about not having a warranty with ******* if the product is purchased through CompSource. For this reason, I am asking CompSource to provide me a full refund for this non-working product that does not have any type of warranty at all by ******** Please see email and purchase receipt attached.
Business response
09/26/2023
Hi,
I have included an email from our ******* Rep stating CompSource Inc is an authorized Reseller since 2006. I am not certain what the issue of repair is but We can only exchange products within 30 days, however after 30 days, the enduser must contact the Manufacturer for warranty repair/exchange.
See our policy: Any part returned for credit or replacement must be made within 30 days of invoice and accompanied by an RMA#. All items returned for credit or replacement must be shipped prepaid in a resalable condition and with all original unmarked packaging including blank warranty cards, manuals, driver disks, etc. There is no restocking fee for items returned for replacement within 15 days of invoice. CPU’s, memory, hard drives, and select other items are not refundable but available for defective replacement only. Some items have a refer-to-direct policy; the manufacturer is imposing this. Refer to site for listing. Shipping charges, software, and custom configured systems are not refundable. CompSource, Inc. does not guarantee compatibility
The product was purchased over 7 months ago so they will have to contact the Manufacturer for a resolution. Thank you
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.