ComplaintsforNexiPC

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a laptop from NexiGo. This laptop I thought was new. It actually is a refurbished laptop. I feel that this company hid their agenda from people like me who english is my 2nd language.

  Business response

  09/23/2022

  To Whom It May ******************** reply is in response to Complaint ID: ********, regarding order 114-7928891-1941052 which was placed on Monday, 04/19/2019 at 9:01 PM PDT. This order shipped on Tuesday, 04/30/2019 via *** under tracking number 1Z1ER7464233289077, and was received by the customer on 05/07/2019.
  
  This customer contacted us for the first time on 09/15/2022 at 1:59 PM PST inquiring about a warranty on the laptop. We responded on the same day at 2:29 PM PST stating that the laptop would be out of warranty, as our warranties would be one-year from the date of delivery for new items. The customer repeatedly contacted us and contacted Amazon requesting that the item be refunded. Amazon deferred to us in this situation, as we were the original vendor through their platform and any refund would be outside of the clearly listed policies on both our website and Amazons website. The links to these publicly posted policies are below:
  
  https://www.amazon.com/gp/help/customer/display.html?nodeId=****************
  https://www.nexigo.com/pages/return-policy
  
  The customer complaint states that this company hid their agenda from people like me who english is my 2nd language. Unfortunately, this is simply not the case, as we are only following Amazons policies when it comes to listing items that are refurbished and have passed Amazons rules regarding posting these items. If the customer is unhappy with Amazons rules and policies regarding refurbished items, we can only direct that they contact Amazon about this to have Amazon change their rules.
  
  In the order information as provided by the customer, the title clearly states Renewed to show that the item is a refurbished item.
  
  At this time unfortunately we cannot provide a unilateral refund on an item the customer has had for over three years, especially since it is outside of the provided 90-day warranty on Renewed items. Even if the item were new, it is still outside of the standard one-year warranty on new items as provided by the manufacturer and by us.
  
  Please let us know if there is any more information we can provide to assist with resolving this issue. Thank you.

  Customer response

  09/24/2022

   
  Complaint: 18115816
  
  I am rejecting this response because: ************ sells 2nd hand merchandise and is not clear with its customers.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a webcam from this company. After using it for a short time, it stop working. Nothing. I called and they sent me another webcam. Again the 2nd webcam did not work. I called and they told me I would have to send the webcams back. I asked for a return shipping label as the webcams were defective. They ignored me and after some time I sent the 2 webcams back. This cost me $13.54. After some time I did not hear from them so I called to follow-up as I never received a refund. I was told by "*********" they would refund my money. I also asked for the postage to send their defective webcams back. She said they would issue a refund. After some time I did not receive a refund so I called again. Again they said they would send me my refund. I have never received a refund for the cost of the webcam - $64.46 plus the postage amount of $13.54 for a total of $77.96. I do not have a webcam or any of the money I have spent with the retailer.

  Business response

  07/22/2022

  To Whom It May ******************** reply is in response to Complaint ID: ********, regarding order 112-8709627-6381026 which was placed on Thursday, 07/08/2021 at 02:17 PM PDT. This order shipped on the same Thursday, 07/08/2021 via ******* FBA Service. This customer contacted us for the first time on 11/17/2021 stating that their unit was defective. To rectify the situation, we set up a replacement on their defective unit by sending them a new one. The customer contacted us again on March 1, 2022 at 11:02 AM PDT, the customer stated the following (truncated for brevity, full message can be provided as requested):
  
  I had to buy another webcam from Staples.  I want a refund because I don't want to pay for defective products and I no longer need your webcam.  PLEASE REFUND MY PURCHASE OF THE DEFECTIVE WEBCAM FOR A TOTAL OF $64.46 ASAP.
  
  We responded the same day at 11:10 AM PDT requesting more information about her previous correspondence with us and how we could assist as this request is very rare. She then followed this up with another message on the same day at 11:59 AM (truncated for brevity, full message can be provided as requested):
  
  I do not want to  pay for a defective webcam.  PLEASE REFUND MY PURCHASE AMOUNT OF $64.46 ASAP.  I am unhappy with this entire experience working with your company.  Please send me a check to ADDRESS REMOVED. Thank you.
  
  We replied back stating that we are not able to offer refunds on items that are outside of the 30-day return window as clearly stated on both our website and on Amazon where this item was purchased. This is also ******* policy on returns. The customer continued to request a refund regardless of this policy as implemented and clearly shown, and when we offered other solutions such as another replacement she declined. As a one-time special courtesy, we offered a refund on the item provided she returned both defective webcams. The message we sent to her was on March 2, 2022, at 12:42 PM, stating:
  
  Dear Customer,
  Thank you for the update. Please send both the webcams to our address:
  ADDRESS REMOVED
  When the webcams arrive, they will be tested and if the issue is verified to exist with both units, then we can begin the process of refunding your order. Thank you.
  
  The customer requested a return shipping label. As this item was fulfilled by Amazon and they do not allow returns after 30 days, and we were providing a one-time special courtesy, we informed her that we cannot generate a label for her and that she would need to pay for the shipping of the items. She followed up with another message on March 2, 2022 at 3:58 PM (truncated for brevity, full message can be provided as requested):
  
  There is something deceitful when you do not want your defective product returned.  It implies the shipping for the webcam has more value than the webcam. Your refusal to act in good faith and to back your $65.00 product is indication of your integrity. *Again, I request a refund of $64.64*.  *When you refund my money I will ship your defective* *webcams back at my expense.*
  
  We informed her again that this was not possible as the reasons we had previously stated, and that this was a special one-time exemption for her. We sent this following message on March 2, 2022, at 4:15 PM:
  
  Dear Customer,
  Thank you for the inquiry. Our standard return window is for 30 days and our warranty is for one year. We are able to instead provide you with a new webcam under warranty if you would like. However, it seems in our previous correspondences that you are intent on a refund. As such, we have provided you a special exemption on our standard policies to attempt and provide a solution to your problem. Our replacement was also tested by our technicians here and verified to work, but as there are still difficulties on your end, we are believing that it is not malicious and we are attempting to provide you this refund once the items are returned. Again we are specifically asking for our items returned. I am not sure what you mean by "deceitful when you do not want your defective product returned" as we are requesting them returned to us to process this for you. At this point we are not able to process a refund on this order without receiving the items back first. Please provide us with the tracking number for your return to the address previously provided at your earliest convenience. We will monitor the return and ensure that when they arrive and are tested, we will process that refund for you. Thank you.
  
  From this point forward, we did not receive any further correspondence from the customer through any of our email addresses, Amazon message system, phone calls, or live chats.
  
  The customer is stating in the ******************** claim that they sent the two webcams back to us. We have no record of the customer ever sending anything to our address as provided. We have no record of her contacting us again as she states in her claim of ignoring her, as all these messages are stored on ******* systems and can be provided as needed. Our phone logs can also be provided as needed and we have received a call from the customer only on 12/6/2021 and 2/4/2022. These calls were prior to her messaging us via the Amazon messaging system, and she never contacted us again. As such, her statements about us ignoring her are unfortunately false and she is misleading the BBB with these statements. No offers of a refund on postage were ever made as our records show, and no offers of a refund without the items returned was ever offered.
  
  We have attempted to provide every possible courtesy of a special exemption to ours and ******* listed policies at our expense to cover the cost of two potential defective webcams. We are not sure why the customer will not return the webcams and has provided false information about contacting us. It is possible that they contacted Amazon directly and were mistaken about contacting us, however we do not have access to ******* call or message logs and can only verify what is on our end. Based on the information that we have seen and shown, and the fact that we have not received the return from the customer as we had offered, we are not able to provide a refund on this item at this time. We also cannot provide a unilateral payment on a postage that we never offered to cover.
  
  Please let us know if there is any more information we can provide to assist with resolving this issue. Thank you.

  Customer response

  07/23/2022

   
  Complaint: 17570662
  
  I am rejecting this response because: As you can see I have proof that Nexigo received the webcam package I sent on March 26th, 2022. What was also not disclosed by the Nexigo and was in their reply through Amazon was that their customer service representative told me each time I called they would refund my money if I returned the webcams.  When I called to follow-up they would tell me again yes they would refund my money.  ************ played the delay game and as a consumer trying to get my refund I had no choice but to believe them and wait.  But the refund never came and therefore I had to again pursue this issue.  As you can see in the receipt it cost me an additional $12.75 to return defective webcams to this company.  In essence, I was forced to pay when attempting to do business with them.  I believe this is a breach of the public trust and this company is untrustworthy.
  
  Sincerely,
  
  ***********************************

  Business response

  08/01/2022

  This is in response to Complaint ID: ********, regarding order 112-8709627-6381026 which was placed on Thursday, 07/08/2021 at 02:17 PM PDT.
  
  
  The customer states the following:
  
  
  "What was also not disclosed by the Nexigo and was in their reply through Amazon was that their customer service representative told me each time I called they would refund my money if I returned the webcams.  When I called to follow-up they would tell me again yes they would refund my money."
  
  
  This is unfortunately erroneous on the customer's part, as we stated in our correspondence that we had to test the cameras to locate the error as the customer had described before we are able to refund the costs of the product for faulty product. We have all communications logs with the customer. They are also mistaken on contacting us again, as the customer never called to follow-up, and our last communication with them via telephone was as previously stated on 2/4/2022 (logs may be provided directly to the BBB upon request).
  
  
  To process this return, which again was outside of warranty and given as a special exception, we had sent this message to ther customer on ********************** 12:42 PM, stating:
  
  Dear Customer,
  Thank you for the update. Please send both the webcams to our address:
  NexiGo
  699 TO ***
  11075 *********************************************************************** the webcams arrive, they will be tested and if the issue is verified to exist with both units, then we can begin the process of refunding your order. Thank you.
  
  
  
  In our previous correspondence with the BBB, we had removed the address. However, this was in the message provided, and we can provide the Amazon chat messages as proof if needed that we provided a full address to the customer to ensure that the items reached the correct address and the correct team. In our subsequent correspondence, we also provided this information on March 2, 2022, at 4:15 PM, stating:
  
  "Please provide us with the tracking number for your return to the address previously provided at your earliest convenience. We will monitor the return and ensure that when they arrive and are tested, we will process that refund for you. Thank you."
  
  
  
  The customer never contacted us to provide a tracking number, they never called us with any follow up information, and the information they provided of the tracking number is not to the correct individual as we had requested for the return to be processed. Our returns and testing processes require that the items be sent to the address as we have provided, specifically with the tag of 699 TO *** for special exemptions and returns, so that the item can be tested thoroughly and the refund provided. Since we did not receive any of this information until after the warranty period has already expired, we are likely going to be unable to locate the package and perform the testing as required for a refund.
  
  
  We are not "playing a delay game" as the customer accuses us of. We simply required information that we explicitly asked the customer to provide, as this information lets us tie returns to products so that we can process refunds. She was not "forced to pay when attempting to do business with" us as a company, we provided this as a courtesy. Our standard return period is for 30 days, and the warranty window is for one year from the date of delivery; out of good faith we believed the customer that the items were defective and not that the customer had damaged them or had buyer's remorse, so we opened this special exemption.
  
  
  At this time, we have launched an investigation to attempt and locate the package, but it is unlikely to be found as again, the information we requested to ensure that we received it and that it was not lost or erroneously delivered was never given to us. Now that the customer is contacting us more than three months after the item was delivered and now fully outside warranty, we will endeavour to resolve this as we had promised, but cannot offer a full unilateral refund and give the customer money for postage simply because they did not wish to follow our return procedures.
  
  
  Please let us know if there is any more information we can provide to assist with resolving this issue. Thank you.
  

  Customer response

  08/09/2022

   
  Complaint: 17570662
  
  I am rejecting this response because:

   

  As indicated in the Certified Receipt the tracking number is available to Nexigo and they, at any time, can track the package.  As noted the webcams were delivered on March 29th, 2022, at the address on the receipt.

  The delays were caused by Nexigo in refusing to refund the money, as was promised, more than 3 months prior to the defective webcams being returned due to defective items.  If Nexigo wanted to ensure the return

  of the webcams on their terms they needed only to provide the return postage slip, which they refused and are still refusing.

   

  The fact is I have paid for the webcam in the amount of $64.46, and paid for the return of the two defective webcams in the amount of $12.75, for a total of $77.21, and I have nothing in return.  I demand to be made whole and

  refunded the money I paid in good faith in the amount of $77.21.  Further delay is evidence of Nexigo's delays and procrastination.

   

  Sincerely,
  
  ***********************************

  Business response

  08/17/2022

  To Whom It May ******************** reply is in response to Complaint ID: ********, regarding order 112-8709627-6381026 which was placed on Thursday, 07/08/2021 at 02:17 PM PDT.
  
  As previously provided to both the BBB and the customer, the address placed on the item was erroneous and we never received it. According to the tracking on the package as provided by ********************** and available online at **** (tracking number **********************), the item is currently in transit to the destination. It was last marked as being in the *********, ** distribution center for ****. It is also marked as delivered, left with individual on March 29th. However, the zip code is not the correct zip code for our address, which is *****. It looks as though **** attempted a delivery to an address at *****, and it was left with an individual not associated with our company.
  
  It is a fact that the package never made it to us because again, the wrong address was placed on it prior to it being shipped or **** lost the item. Our receiving team and our warehouse team have both been unable to locate any package from the customer at this time. The agent signing the package (BOC) is likely a **** agent, as this is not signed by anyone from our warehouse. It is almost a certainty that **** lost the item in transit as again, it is marked as delivered in the wrong zip code.
  
  We asked ********************** to provide us with the tracking number prior to her sending it out so we could tie the return to her order and to track it properly, and that we could follow up with any carrier should the item not arrive. Since she did not, we could not follow up with the carrier, and the item was returned to ************.
  
  She never provided this until her second correspondence with the BBB. By this time, it had been months since the expected delivery date.
  We asked her to address it properly so that it would arrive at the right location, as this is the standard address at the time of our correspondence for these special returns.
  
  She did not do so and provided the slip herself where the address is incomplete.
  
  She is now stating that we are acting in bad faith when she did not follow any of our procedures for returns, especially when these procedures are for returns far outside of the standard return window as provided by both Amazon and ourselves and in accordance with all our publicly available policies and warranty coverage.
  
  We provided this option as a special exemption and a courtesy to the customer to try and assist her in resolving her apparent issue, and she is now abusing this by stating that we have to provide both a unilateral refund and shipping for webcams that were never returned to us.
  
  She states that:
  If Nexigo wanted to ensure the return of the webcams on their terms they needed only to provide the return postage slip, which they refused and are still refusing.
  
  We do provide return shipping for returns on webcams within 30 days. However, this special exemption return was again granted at over 230 days after the delivery date of the original webcam.
  
  Again, she is ignoring the fact that we provided this as an exemption, under the provisions that she follows the return policies as explicitly laid out to her in the Amazon messaging system.
  
  She did not follow these procedures.
  
  We currently have no web cameras as sent by her, and a **** P.O.D. that was signed by another agent that is not employed by our company.
  
  At this time, we can only conclude that ********************** is acting in bad faith in an attempt to coerce a small amount of money from our company for some unknown reason.
  
  If the BBB requires any information, we can provide all logs as necessary. Please let us know if there is any more information we can provide to assist with resolving this issue. Thank you.
  
  

  Customer response

  08/19/2022

   
  Complaint: 17570662
  
  I am rejecting this response because: I never received any specific address only to return the webcams.  I asked for a return receipt but I was told they would not pay for the postage to return the webcams.

  If they wanted their webcams returned to a specific address they should have provided this in a return receipt and had ample time to do this as I asked several time for a return receipt.

  Sincerely,
  
  ***********************************

  Business response

  08/25/2022

  To Whom It May ******************** reply is in response to Complaint ID: ********, regarding order 112-8709627-6381026 which was placed on Thursday, 07/08/2021 at 02:17 PM PDT.
  
  As previously provided to both the BBB and the customer, our company sent ********************** this message on May 2, 2022, at 12:42 PM:
  Dear Customer,
  Thank you for the update. Please send both the webcams to our address:
  NexiGo
  699 TO ***
  11075 **********
  *********, ** 97005-4127
  When the webcams arrive, they will be tested and if the issue is verified to exist with both units, then we can begin the process of refunding your order. Thank you.
  
  We also informed her that we could not provide shipping costs, and she would need to provide us with the tracking number ASAP so we could track and retrieve the package adequately. Unfortunately ********************** is again misinformed about not receiving this information, as we had provided this very clearly in our messages to her.
  
  As these steps were not followed, and the webcams have already been returned to a ********* ** ******************** we are not able to provide any followup to ********************** at this time, and she is not providing any additional information.
  
  
  We ask the BBB to officially close this case at this time as ********************** still has access to the webcams and the official one-year warranty period has expired at this time. She has been unwilling to follow our procedures, even when we made an exemption to try and help her resolve the issue. We cannot assist further at this time.

  Customer response

  08/31/2022

   
  Complaint: 17570662
  
  I am rejecting this response because:  The webcams were returned to you with a signed return receipt from the post office.  If you wanted something more then you could have sent a return postage through US mail, Fed Ex or UPS.  The fact that items sent to you with a signed receipt of delivery does not absolve you from consumer protection.  The items were returned and you have my $77.21.  Your non-working merchandise was returned and I want my $77.21 refund, which you have documented yourself you would refund when I sent in the webcams.   My refund is way overdue because of your procrastination.
  
  Sincerely,
  
  ***********************************

  Business response

  09/20/2022

  To Whom It May ******************** reply is in response to Complaint ID: ********, regarding order 112-8709627-6381026 which was placed on Thursday, 07/08/2021 at 02:17 PM PDT.
  
  As previously provided to both the BBB and the customer, our company sent ********************** this message on May 2, 2022, at 12:42 PM:
  Dear Customer,
  Thank you for the update. Please send both the webcams to our address:
  NexiGo
  699 TO ***
  11075 **********
  *********, ** 97005-4127
  When the webcams arrive, they will be tested and if the issue is verified to exist with both units, then we can begin the process of refunding your order. Thank you.
  
  We also informed her that we could not provide shipping costs, and she would need to provide us with the tracking number ASAP so we could track and retrieve the package adequately. Unfortunately ********************** is again misinformed about not receiving this information, as we had provided this very clearly in our messages to her.
  
  As these steps were not followed, and the webcams have already been returned to a ********* ** ******************** we are not able to provide any followup to ********************** at this time, and she is not providing any additional information.
  
  
  We ask the BBB to officially close this case at this time as ********************** still has access to the webcams and the official one-year warranty period has expired at this time. She has been unwilling to follow our procedures, even when we made an exemption to try and help her resolve the issue. We cannot assist further at this time.

  Customer response

  09/21/2022

   
  Complaint: 17570662
  
  I am rejecting this response because:  The webcams were returned and I have a return receipt.  I will pursue my legal remedies and Nexigo can make this argument to a Judge.  The amounts owed to me will be

  in addition to small claims filing fees, service of process fees, and any other fees the Judge deems reasonable.  I have been patient for Nexigo to refund my money without course intervention but from their responses

  they continue to refuse. 
  
  Sincerely,
  
  ***********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩