Fred Yeganeh
07-07-2003, 02:53 PM
Over the past 15 years, I have bought many macs from many catalog
magazines without ever thinking there was a difference between them.
I never had much of a problem or at least I got prompt responses. I
can not however recommend MacMall. Recently I bought a powerbook with
the promise of four rebates. First off, it was a bad sign that they
required so many rebates to be mailed back. Instead of sending the
rebates with the items to you, you have to find them on their web
site. Only two of the four rebates that were promised by the sales
representative and even typed into the sales receipt were on their web
site. So I called the sales rep and he said he'd email them to me. He
emailed three and they were for the wrong items. I called again and he
said he'd have them fax it to me. No such success. I called again - oh
sorry no one is here that can help you - call on Monday. Call on
Monday - oh we'll put it in the mail and by the way no one can help
you until 11 am - the customer service rep doesn't get in until
then......
Well this got me somewhat irate given the realization that they
obviously do not care about customer service. First of all rebates are
a method to prevent the reduction in price by the hope that a person
will forget, or improperly fill out forms, or delay sending in the
rebate. Obviously not a good way to keep customer satisfaction high.
So I decided to go to the better business bureau online to see what
type of rating they have (www.bbb.org).
This is the site I got directed to
(http://www.labbb.org/scripts/cgiip.exe/WService=wsbroker1/C%3A/Inetpub/wwwroot/SouthlandReport/default.htm?hCompID=44062&hAKAID=10&hAddrID=1).
If that link doesn't work, just do a search for the company - its very
easy to find at www.bbb.org . End result:
Complainants allege product quality issues,
some devices are not compatable as indicated, difficulty returning
items for refund, or obtaining rebates. Some further allege they are
unaware that all sales are final or that a restocking fee will be
charged for returns. Other customers complain of dissatisfaction with
customer service. A few allege billing disputes.
The company responds to complaints by issuing refunds, honoring
rebates, allowing returns, correcting pricing/advertisement errors, or
offering to repair units. They explain there is a disclaimer on their
website and catalogs clearly stating all sales are final and a
restocking fee is charged when an item is not returned as shipped.
We advise careful evaluation of the company's technical assistance,
servicing, refund and exchange policies prior to ordering products. In
some cases, customers must contact the product manufacturer, or a
designated agent, and not the retailer to redeem rebates.
The Better Business Bureau does not endorse, recommend or disapprove
of any company, product or service.
____________________________________________
Obviously, now I am worried..... Just a word to the wise, MacMall does
not appear to have a good reputation and obviously does not care about
its reputation given such a horrible write up at the Better Business
Bureau. Had I known, I would not have bought from them. I did receive
all the items I ordered, but given the above write up I expect not to
receive much assistance and feel it unlikely that I will be given the
rebates promised.
Just to give you an idea here is the rating for MacWarehouse:
Customer Experience
Based on BBB files, this company has a satisfactory record with the
Bureau.
To have a Satisfactory Record with the Bureau, a company must be in
business for at least 12 months, properly and promptly address matters
referred to it by the Bureau, and be free from an unusual volume or
pattern of complaints and law enforcement action involving its
marketplace conduct. In addition, the Bureau must have a clear
understanding of the company's business and no concerns about its
industry.
And the rating for MacZone:
Customer Experience Record
Based on BBB files, this company has a satisfactory record with the
Bureau. The company responded to any complaints processed by the
Bureau in its three-year reporting period addressing the disputed
issues and exhibiting a good faith effort to resolve the complaints
satisfactorily. However, the consumer was not always satisfied with
the outcome.
To have a "Satisfactory Record" with the Bureau, a company must be in
business for at least 12 months, properly and promptly address matters
referred to it by the Bureau, and be free from an unusual volume or
pattern of complaints and law enforcement action involving its
marketplace conduct. In addition, the Bureau must have a clear
understanding of the company's business and no concerns about its
industry.
____________
So all I can say is I hope this information helps you make a better
decision. The only reason I bought from MacMall was that their rebates
made the purchasing price significantly lower than the rest of the
companies. However as you can see those rebates can be hard and
possibly impossible to obtain and further you may get very frustrated
and write long letters on the internet to warn others.... not a way I
will go again ;-)
Good luck,
Fred Yeganeh
magazines without ever thinking there was a difference between them.
I never had much of a problem or at least I got prompt responses. I
can not however recommend MacMall. Recently I bought a powerbook with
the promise of four rebates. First off, it was a bad sign that they
required so many rebates to be mailed back. Instead of sending the
rebates with the items to you, you have to find them on their web
site. Only two of the four rebates that were promised by the sales
representative and even typed into the sales receipt were on their web
site. So I called the sales rep and he said he'd email them to me. He
emailed three and they were for the wrong items. I called again and he
said he'd have them fax it to me. No such success. I called again - oh
sorry no one is here that can help you - call on Monday. Call on
Monday - oh we'll put it in the mail and by the way no one can help
you until 11 am - the customer service rep doesn't get in until
then......
Well this got me somewhat irate given the realization that they
obviously do not care about customer service. First of all rebates are
a method to prevent the reduction in price by the hope that a person
will forget, or improperly fill out forms, or delay sending in the
rebate. Obviously not a good way to keep customer satisfaction high.
So I decided to go to the better business bureau online to see what
type of rating they have (www.bbb.org).
This is the site I got directed to
(http://www.labbb.org/scripts/cgiip.exe/WService=wsbroker1/C%3A/Inetpub/wwwroot/SouthlandReport/default.htm?hCompID=44062&hAKAID=10&hAddrID=1).
If that link doesn't work, just do a search for the company - its very
easy to find at www.bbb.org . End result:
Complainants allege product quality issues,
some devices are not compatable as indicated, difficulty returning
items for refund, or obtaining rebates. Some further allege they are
unaware that all sales are final or that a restocking fee will be
charged for returns. Other customers complain of dissatisfaction with
customer service. A few allege billing disputes.
The company responds to complaints by issuing refunds, honoring
rebates, allowing returns, correcting pricing/advertisement errors, or
offering to repair units. They explain there is a disclaimer on their
website and catalogs clearly stating all sales are final and a
restocking fee is charged when an item is not returned as shipped.
We advise careful evaluation of the company's technical assistance,
servicing, refund and exchange policies prior to ordering products. In
some cases, customers must contact the product manufacturer, or a
designated agent, and not the retailer to redeem rebates.
The Better Business Bureau does not endorse, recommend or disapprove
of any company, product or service.
____________________________________________
Obviously, now I am worried..... Just a word to the wise, MacMall does
not appear to have a good reputation and obviously does not care about
its reputation given such a horrible write up at the Better Business
Bureau. Had I known, I would not have bought from them. I did receive
all the items I ordered, but given the above write up I expect not to
receive much assistance and feel it unlikely that I will be given the
rebates promised.
Just to give you an idea here is the rating for MacWarehouse:
Customer Experience
Based on BBB files, this company has a satisfactory record with the
Bureau.
To have a Satisfactory Record with the Bureau, a company must be in
business for at least 12 months, properly and promptly address matters
referred to it by the Bureau, and be free from an unusual volume or
pattern of complaints and law enforcement action involving its
marketplace conduct. In addition, the Bureau must have a clear
understanding of the company's business and no concerns about its
industry.
And the rating for MacZone:
Customer Experience Record
Based on BBB files, this company has a satisfactory record with the
Bureau. The company responded to any complaints processed by the
Bureau in its three-year reporting period addressing the disputed
issues and exhibiting a good faith effort to resolve the complaints
satisfactorily. However, the consumer was not always satisfied with
the outcome.
To have a "Satisfactory Record" with the Bureau, a company must be in
business for at least 12 months, properly and promptly address matters
referred to it by the Bureau, and be free from an unusual volume or
pattern of complaints and law enforcement action involving its
marketplace conduct. In addition, the Bureau must have a clear
understanding of the company's business and no concerns about its
industry.
____________
So all I can say is I hope this information helps you make a better
decision. The only reason I bought from MacMall was that their rebates
made the purchasing price significantly lower than the rest of the
companies. However as you can see those rebates can be hard and
possibly impossible to obtain and further you may get very frustrated
and write long letters on the internet to warn others.... not a way I
will go again ;-)
Good luck,
Fred Yeganeh