ComplaintsforPC-Canada.com

• Initial Complaint

  05/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order (#**********) on Feb 27, 2023 for a toner cartridge as my printer was warning that it was getting low and I wanted to be prepared when it finally ran out. At the time, the toner arrived promptly and I placed it unopened on the shelf beside the printer. I paid extra for the Manufacturer's toner cartridge and not a "compatible" just to make sure it worked properly. Today (June 27th, 2023), my printer finally ran out of toner so I installed the new toner. Unfortunately, the printer will not recognize it and just says "replace unsupported cartridge". I contacted Pc-Canada and Customer service told that they cannot return it since it was ordered more than 15 days ago. They told me to deal with ******* directly. Since PC-Canada has my money ($272.31), I expect them, to send me another toner. I have done a lot of business with them in the past and have never had such a difficult time getting a proper, working product. Can you either please send me a replacement or return my money. thank you

  Business response

  06/07/2023

  Hi ******,
  
  Once again, we’re sorry to hear the ******* toner cartridge you purchased was defective, however as we have tried to explain to you multiple times, PC-Canada.com has a 15-day return window, within which we can assist with returns for defective products. After the 15 days, *******’s warranty kicks in and *******’s policy requires all support requests and returns be directed through them. We can’t provide you with the direct replacement you are asking for because you purchased this item back in February. By the time you contacted us to request the return in June, it had already been 87 days since your purchase date, well beyond the 15-day return window.
  
  We agree you shouldn’t be left with a defective toner cartridge and have tried to assist you with resolving this issue by directing you to ******* support. Instead of accepting our recommended path to resolution, you’ve chosen to post multiple negative reviews of your experience with our organization. If you are in fact looking to resolve this matter and obtain your replacement unit, we still encourage you to contact ******* Support. Please call 1-800-******* (1-800-********), option 1 for English, then option 1 for Technical Support. Once you call ******* Support, a service ticket number is issued. Please take note of this ticket number. ******* Support will run through trouble shooting questions with you over the phone to determine the issue and next steps. If they determine the toner is defective, and is within their warranty, ******* will issue a return.  Once you have a ******* service ticket number, if needed, we can help to escalate this with ******* Customer Support, but the first step is for you to call ******* Customer Support, get a service ticket number and confirm the product is defective.
  
  We’re sorry to hear you aren’t happy with our proposed resolution, though we do hope you take our advice and reach out to *******. In closing, we will take this time to remind you that, our return policy is clearly outlined in the Terms and Conditions you agreed to when placing your order with PC-Canada.com. These terms and conditions can be found on our website here, https://********************************** for your reference.

• Initial Complaint

  21/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ******** ******** router on June 21, 2022. The order number is **********. I received a faulty product. I contacted PC-Canada and ask for return since I didn't trust this product. They told me that I had to contact the vendor directly to troubleshoot to confirm that it's faulty. I did and the manufacturer confirmed that the product is defective and offered a replacement. I passed the information to PC-Canada and PC-Canada said they don't accept returns without a RMA credit from the manufacturer. I did ask ******** for RMA credit and they said they don't have such a thing and never heard anyone ask for that. Ultimately PC-Canada told me that the only option I have is to get a replacement from the manufacturer and they don't accept returns. I am very unhappy with this outcome and don't trust the product and don't want to keep it. The vendor just sells the product and won't accept returns. I asked the manufacturer (********) to replace the faulty unit until I figure out the next step. I should receive the replacement soon. I am not planning to use it.

  Business response

  10/08/2022

  Hi ***,
  I apologize for not replying to your complaint earlier and for your shopping experience with us. I would also like to apologize for the miscommunication regarding our return/RMA policy. It is our policy, which can be found here (https://www.**************************************), that proven defective hardware will have an RMA issued based on the policies and guidelines that are in place directly from each Manufacturer. It is true that your product was found defective according to the manufacturer and a replacement was re-sent to you, which you will receive shortly.
  I believe we did not fully communicate that, unfortunately, we do not provide refunds when a product has been opened by the customer. In the case of defective hardware, a replacement would be provided, which it has. Again, I apologize for the miscommunication and fully understand that you don't have trust in the product, unfortunately our policy doesn't allow us to refund opened items.
  

  Customer response

  11/08/2022

  Hi,
  
  The main issue here is that there is no way of returning a product based on the vendor policy which was not clear. The manufacturer found it very odd that a vendor asked for a credit RMA. They haven't had such a request before and asked me to contact the vendor for returning the product. Basically there is absolutely no way to return a product even if it's faulty. Please review my communication with your team. I was very clear bout this.
  
  I did receive a replacement product from the vendor but I don't feel comfortable to open and use it (lost trust in this brand). The box is unopened.
  
  ***

  Business response

  01/12/2022

  Hi ***, We apologize for the inconvenience this situation has caused.  As a reseller of ******** products we must follow their return policies and guidelines for defective products. This is stated within our website terms and conditions here https://www.************************************** which all customers agree to when ordering from PC-Canada.com. I have copied below the relevant policy details for convenience. When you reached out to us to return the defective product, we directed you to contact ******** to confirm the unit was defective, which they did, and ******** sent you a replacement unit. We understand it was your preference to receive a refund and we did attempt to escalate this however the return approval was denied as the replacement unit was provided.  Unfortunately we are unable to process a refund on the replacement unit you were provided.

  Defective Hardware Returns:
  

  Up to 15 days after the date of shipment, any proven defective hardware will have an RMA issued based on the policies and guidelines that are in place directly from each Manufacturer. If your RMA is approved for repair, please note that this could take 2-8 weeks to complete. When your RMA is approved for return, instructions will be provided to you via email. It is the responsibility of the client to follow and return the products in a timely manner to the Warehouse location that is provided. Clients may be instructed to contact the Manufacturer directly to obtain a case number verifying the item is defective. After 15 days from date of shipment, all products are covered by the Manufacturer’s Warranty policy.

  
  

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