11 Harbor Park Drive Port Washington, 11050 New York, U.S.A.
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Global Computer's Nightmare
I initiated an order with Global on September 27th for a new computer. I had purchased a computer previous to this transaction back in February, and aside of their delivery which took 3 times longer than promised. I was however, happy with what I got (after nearly a month to receive it).
1. This time as a result of my previous experience, I asked some very pointed questions about their seven to ten day delivery. Of chief concern to me was that I was having this computer sent to an address other than my own. I was assured at the time of the order entry that delivery was occurring for customers in 7-10 days, and a separate ship to address wouldn't be a problem.
2. On September 28th, I found a message on my home telephone asking if it would be O.K. to ship to a different address. I promptly called On September 31st and informed Carol Szostak via her personal voice mail at Global that I had authorized the separate address. (They had my daytime phone number in my customer file as a result of my prevois cash purchase, and did not use it.)
3. On September 30th, I received yet another Authorization Form in the mail to allow them to ship to a separate ship to address. At this time I has visions of the same song and dance that I had received when I had ordered my last computer through them. I faxed a letter telling them I was canceling the order. I re-ordered the computer from Tiger Direct. It was a smooth 5 day transaction at the catalog price ($200 less than Global).
4. On October 6th, I called Global to verify that the order had been cancelled. I was told it had, and no shipment had yet occurred and the order was in a cancelled status.
5. On October 15th, I was informed that a monitor associated with this transaction has been accepted at it's ship to address. I called Global and talked with a BOB in their customer service department. He informed me that this was shipped in error from their Ohio Facility, and I would need to obtain a Serial number from the box so that he could issue an Return Material Authorization to me for the return. I was also told that on October 20th an attempt was made to deliver the actual computer to the ship to' address, but delivery was refused, and it went back to the Ohio Facility.
6. I made the 120 mile drive to the ship to' location and picked up the monitor. I provided that number to a JASON in the customer service department on November 5th. JASON said that an RMA must be obtained from the Ohio Facility before Global could issue one to me. He said it would take a few days.
7. I called on November 12th and talked to STEVE in the Customer Service Department, and was told it had not been received yet.
My action stemmed from Global's inability to meet the terms of sale. (In reality, we now know that the computer took 23 days to be received. A far cry from the 7 to 10 days promised.) I verified that the sale was cancelled with them, however they did not cancel it. I then have tried to return the small portion of their order that has shipped and am getting stone walled with red tape. Their 'Bankers hours' phone lines don't hepl either. They man the phone 8AM to 5PM, M-F, EST. I have made a good faith attempt at getting this straightened out with Global.
At this point a significant period of time has passed, and the erroneous charge is carrying interest on my credit card account. I have petitioned the Credit Card company to recverse the transaction, but no resoloution has come of it yet.
I can understand the delivery problem occurring once, but this is getting ridiculous, and Global is making NO Attempt to straighten it out!