Twisted Quarter - Buyer Beware

[csnow]

I have purchased from Twisted Quarter on three separate occasions. 1) eBay - molex tool 2) Phone order - 19 LCD monitor and bezel 3) Phone order - 26 LCD monitor and bezel.  The first two purchases were fine but the third has become ugly.

The 26" LCD monitor arrived late Tuesday afternoon. On Wednesday, I open the shipping box and set the monitor on my workbench.  I power it up and there is no output to the display.  Typically, there should be a "No signal" message when there isn't an input source detected.  I go ahead and connect the PC to the monitor. Prior to connecting the PC, I ensure the resolution and refresh rates are set to a supported value per the monitors manual.  No output.  I swap cables, still nothing.  I move it back to my computer monitor and call Andrew.  Andrew is very polite and asked me to remove the back cover to check the connectors on the video input board.  Everything is tight.  Andrew asks me to return the monitor so he can repair it.  He even told me he would cover return shipping.  Wow, this is going well.  However, he tells me that the manufacturer is no longer making these but he does have spare parts.

That evening, I just didn't feel good about the monitor purchase.  The only reason I paid the outrageous $500 was because it was plug and play.  I wouldn't have to modify the cabinet.  However, after receiving a dud and then finding out they are no longer being made, I came to the conclusion I would be better off to go ahead and build a shelf for a standard 27" computer monitor versus having an end of life product with limited support.  With a monitor that is no longer produced, I would be in the same boat as having a CRT.  Therefore, I emailed Twisted Quarter and requested a refund instead of a repair.  I also gave them the FedEx tracking number of the return. 

I am in the IT industry.  I understand that everything is made in China or Taiwan - board failures are common.  However, when I RMA an item I typically will get a different make or model.  Once I get a lemon, I rarely go back with the same product.  For instance, I built a PC for a friend and the Gigabyte motherboard was bad.  I RMAed back to NewEgg but I got an ASUS motherboard as a replacement.  Once I am burned, I loose faith in that model.  I don't think that is unrealistic.

I get a reply from Mike saying that they don't do returns on electronics that have been opened or installed.  He was smug in his reply and stated this was clearly stated on the return policy on the webpage.  This really made me angry.  Why was I angry?

1 - I was a phone order.  I didn't buy it off the website so don't quote a website return policy.  I was never informed of their staunch return policy on either of my phone orders.  I would have never purchased from them had I known their return policy.

2 - The item was not installed.  Mike replied back and said that it was opened.  He stated that I had to have opened it; otherwise, I wouldn't have known that it didn't work.  Really? Yes, it was opened but it was only in a brown, nondescript shipping box.   There weren't any fancy graphics on the box that got ripped, the box wasn't torn, and it wants wrapped in sealed plastic.  In other words, there was nothing that would detract from this item being resold after it was repaired other than they would have to list it as "refurbished".

3 - My first encounter with Twisted Quarter was on eBay.  Every eBay auction states a 14 money back guarantee or exchange.  They have two conflicting return policies defined on the Internet.  Which one is it?  I was duped by the eBay policy.

I replied to Mike and told him I didn't want a return and I was prepared to take this to the forums and challenge the purchase with my credit card company.  He replied back and told me it was a free country and to do whatever I wanted.  He also said that they would hold my money and the monitor for 30 -45 days during the Visa investigation.  He said, "Go ahead, you will loose"  I was prepared to fight this because I think I would have won due to the conflicting web ads and the fact this was a phone order. 

I later get an email from Andrew directly that basically said I was a wretched customer.  I was profane and vulgar to his employee.  He also was upset that I would try to tarnish his "good name" on the forums and get the credit card company involved.  Well, yeah I would - This is $500 for an end of life product that has already shown itself to be a lemon.  In one of the emails, I told Mike to stop acting like a "dick" about the monitor being opened and used.  Yeah, I shouldn't have use the term "dick" but it wasn't like I was using F-bombs or cussing the guy out.  People are named Dick, so if that word offends you get thicker skin or train your employee not to get condescending in emails.

None the less, I am stuck.  Unfortunately,  I realized I used a debit card instead of regular credit card.  I normally use my AMEX but this time I got careless 

I have to accept the monitor as a repair.  I now know why they picked their name - Twisted Quarter.  They have a twisted return policy and every Quarter as two sides.  Apparently there is the eBay Twisted Quarter and there is the "real" Twisted Quarter.  Different prices, policies, and standards.  If you are so inclined to buy from them, then do so on eBay.  However, after reading this I hope you spend your money elsewhere.  I would highly recommend Bob Roberts, Paradise Arcade, or Focus Attack.  Great sellers with integrity.  Buyer beware with Twisted Quarter.

Chris

[Well Fed Games]

Sorry that happened to you, you are right to feel ripped off and right to call them out. Calling someone a dick when they are being a dick doesn't mean you don't deserve decent customer service. This isn't a joystick spring, this is a $500 monitor.

Sounds like Jim was the bringer of good news... I hope the chargeback fixes your problem.

[csnow]

By the time I go through the trouble, it just isn't worth it.  If you read the terms on eBay, it says a 30% restocking fee on opened electronics.  Sadly, I will probably lose the challenge or have to pay a restocking fee.  I am not going to eat 30% of $500.  I would rather put it in the trash than to give Andrew another dime of my money.  I can always sell it or maybe it will work great once I get the return.  I failed to do my due diligence.  At least others will know what I didnt.

[yotsuya]

I had a recent TQ order missing a part, but Andrew made it right and paid for shipping. I'd order from him anytime.

Having said that, it honestly sounds like you made it an ugly situation. Calling people ---Deutsche Frankfurters--- and threatening to take it to the forums isn't how you get things done. You have every right to file a chargeback, and I would have done it 5 minutes ago, but if I were Andrew and someone called my employee a dick, I might hold tight to my return policy as a matter of principle as well. He offered to fix it for you and was willing to cover shipping- sounds fair to me.

[yotsuya]

I totally agree with you, PBJ, but to me it sounds more like 'buyer's remorse' than 'buyer beware'. Rather than make Internet tough guy threats, he should have called Andrew directly. I bet he could have gotten something resolved.

And yes, csnow, call the bank. You have that protection.

[csnow]

Jim,

 I already called the bank.  They have to wait 15 days to do anything and no promises.  Just what I figured with Wells Fargo/debit card.  AMEX doesnt play around, that is why I usually use them.  It is a waste of time.  Not the first bad decision I have made.  It is what it is.

Yotsuya,

Your are welcome to spend your money where you please.  If you want to send TQ your whole paycheck, knock yourself out.  I am sure if you just spent $500 on a lemon that is no longer in production you might think differently.  This wasn't a joystick or button.  I bought this monitor because Andrew said supplies were limited,and he wouldn't have any more in until December.  I was on the fence due to the price, but I went ahead and pulled the trigger on the phone.  Once I get it, it is broken.  Now I find out there isn't limited quantities, there are NO quantities.  Big difference wouldn't you say?  Then I find out Andrew has loaded up on parts.  Not turning into a good picture.  Had I know that in the beginning, I wouldn't have bought this monitor at all.   After thinking on it over the evening, I didnt want a replacement with an end of life product.  If these were items that were still in current production, I would accept the exchange. So yeah, it is buyer's remorse and buyer beware.

Calling Mike a dick wasnt called for, but it didn't hurt my cause.  They had no intention of giving my money back even if I told him he was as handsome as Brad Pitt and as smart as Einstein.  Therefore, I called it as I saw it. 

As far as threatening to bring it to the forums, that is the right thing to do.  This may save someone from going through what I am going through.  Andrew seems like a decent guy.  Why he wants to draw the line in the sand on this and lose not only me as a customer but others as a customer is beyond me.  He said these things were selling like hot cakes.  Why take the bad PR over this?  I received a dud and found out it was end of life.  You cant fault me for wanting my money back after knowing the whole story.  This isnt about being an Internet tuff guy as you like to call it....lol

Maybe you are 100% right and I am the dick here.  I can live with that......  Jim let's get together for a beer since we are in the same town.  Then you can report back if I am the problem here

Chris

[yotsuya]

Chris-

I hope it works out for you, I really do. $500 is a lot of money. But I think you probably should have handled it differently. If you had spent $500 and nothing was shipped, or you got an obviously used one instead of a new one, I could understand a forum warning. 

Anyway, good luck with it. Did you file the chargeback?

[csnow]

Thanks man.  I did file a charge back but they wont take any action for 15 days.  In other words, they wont do any action until I call back and let them know it couldnt be resolved with the seller.  Same crap PayPal does....it is useless.  I will just take the replacement and move on.

I didnt get the sense that it would go in my favor with the bank rep due to them having a posted policy even though it was a phone order.  Sad because I have a huge amount stored in the Wells Fargo coffers.  It is what it is.  Maybe I got the rare dud.  Andrew did say on the phone he hasnt had a bad unit yet.  Andrew was fair in the fact the he offered to fix it.  I just didnt get the whole story when I bought it.  I already had a working CRT but I wanted to ditch it because I didnt want to deal with it dying one day.  The last thing I wanted was another end of life product.  If I get a functioning monitor I will just install it or sell it.  I received and email from Andrew this morning stating they eBay requires a different policy so they do indeed have different return policies.  If you buy from TQ, go through eBay.  Maybe I will get the monitor back and will think it is the best thing since sliced bread.  We will see......

I am very pleased with the other monitor I got from them.  It is a shame it ended this way.   I was planning on ordering some other items from them.

[csnow]

Update  - Issue resolved.

After an ugly phone conversation, where I was threatened by Andrew with a lawsuit over slander from this post, this ordeal is over.  I accepted a return with 18% restocking fee with the agreement that I will never purchase from them again.  Needless to say, I am not happy about $60 in total shipping fees and an 18% restocking fee but lesson learned.  It would have cost me more than 18% for Paypal and eBay fees to resell it, so I will cut my losses.

As far as never purchasing from them again....I kinda think that is obvious.  I guess we wont be exchanging Christmas cards this year.  I am banned from the TQ for life.  Just more info for you to consider when you make your next purchase decision. 


Case closed 

[Well Fed Games]

I was threatened by Andrew with a lawsuit over slander from this post,

I don't think slander means what they think it means.

[csnow]

I was threatened by Andrew with a lawsuit over slander from this post,

I don't think slander means what they think it means.

IAL - Internet Attorney at Law.

[MaxVolume]

Sorry, but you're the dick here.  I've purchased many things from Twisted Quarter, to the point where I check them first instead of HAPP.  Their prices on the same items are WAY lower, and they always get me my stuff in a hurry.

Are the reps sometimes ---Deutsche Frankfurters---, whether intentionally or not?  Yes.  I think these guys feel like they're doing the world a favor by being in business, and in terms of giving us the supplies we need at much lower prices than HAPP, I find it hard to disagree.  I can't say the folks at HAPP have been terribly helpful either, and the HAPP rep I seem to keep getting is just a curmudgeon that can't be bothered unless he can take a trip to Tahiti on your commission alone.

Still, you had me laughing from your very first post.  An "end of life product with limited support"  Excuse me, but when in the world of holy hell does anyone in the MAME community give two rips about an "end of life product" OR "limited support"?!!!  I've seen people post stuff like "I want a front-end that's still being supported/updated", and that's just as ridiculous.  Do I wish the dude who developed Maximus Arcade would either resume selling registrations or just unlock the damn thing?  YES!  This is not one of those situations, though.

You are building a MAME cabinet... a dedicated piece of hardware.  Sure, it has a PC inside and people never stop upgrading those things.  I also get that there are some people who constantly tweak and update their cabinets once they're built.  Still... seriously?  The manufacturer JUST stopped making them.  There are people here with CRTs in their cabinets that are 30 years old.  I just can't believe there's someone so worried about an LCD that has just been discontinued that they insist on a refund instead of having it repaired and returned to them on the company's dime.

Believe me, I completely understand that getting a dud when you thought you'd have a new shiny is beyond disappointing.  Just don't try to make it the vendor's fault when it's you who got gun shy about the item.  Do you not plan to keep your cab LONG after the warranty expires on all the other components and they're no longer made?  Are you seriously going to rebuild it every year with brand-new components?  If so, have at it.  It's just way out of the norm for a MAME project where THE WHOLE IDEA is playing "end of life" games with NO support!  If I had to just play stuff I knew was still being supported, I'd go get an iCade and an iPad and only play what's on Atari's Greatest Hits.

Look at where you are now... you don't have your new shiny, you've pissed off an entire company, and you're one down on suppliers for obscure specialized items YOU MAY NEED ONE DAY just because someone who was trying to help you didn't give you everything you wanted.  If you thought you regretted making that purchase, I really think that the decisions that followed are what you'll REALLY end up regretting.

Again, I have no vested interested in promoting TQ, and I've been pissed at them myself sometimes.  Still, the fact is that they've always come through and this is about what YOU wanted instead of what they were obligated to do.  They don't go out of their way to make their customers happy, so if that's what you've become used to I see where the problem is.  However, if you're going to be a big boy about things, the whole "buyer beware" nonsense is completely unnecessary.

[ed12]

hi
csnow
i have been watching this thread with an eye
and wanted to post,
eol--end of life is a trem used by mfg's
did u know BY LAW THEY ARE OLNY REQUIRED TO CARRY PART'S/ SUPPORT FOR 10 YEAR'S ??
did u also know a lcd will olny go 5 year's count them 4 finger's and a thumb that's 5
did u also know plasma will have burn in in less then 5 year's
where a normal crt can get about 10 year's before service
did u also know putter mobo's change every 6mth's ?
then they hit there eol ?  u would be lucky to get proper driver's
unless u went hp/dell but even that has a limt
food for thought
on a side note go buy a new car
guess what the magic # is :10:/washer/dryer/stove all the same
u want a life span for eveything ? u are thinking wrong
just my 2%

ed

[lordnacho]

I don't think he really cares about the support that much, but just wanted the new product that he agreed on.  Can't fault him for that. 

He gave the seemingly full account for us, so I don't see him being a dick.  This is one of the great things about this site, that we know who the good and bad vendors are.  And this is where people should chime in saying their experiences with the vendor as well.

[Well Fed Games]

Sorry, but you're the dick here. 

No. He bought something, it didn't work, and he wanted a refund. Nothing dickish about that.

TQ has an account here (he made it the last time someone complained) he should speak up for himself if he is so afraid of the forum's opinion.

I have seen two sides to this hobby concerning sourcing of parts... one is cab builders who will stick up for any vendor, regardless, because they may carry some sacred rare component. The other is normal people who expect professional business practices, no matter how niche a market this is. We need more of the latter.

And ed12, your posts are incoherent as usual. And just so you know, it is 2 cents, not 2 percent. Unless you mean how many rules of the English language you are following.

[csnow]

MaxVolume I guess you wont be sending me a Christmas card either. 

First,  I am not building a MAME cabinet, so dont make assumptions.  I was building a PS3 based cabinet that would also do double duty with a heavy duty PC that is playing PCSX2 (PS2) emulation and modern fighters.  One little tid bit of information that I didnt share is that this is my second dead "arcade" LCD.  Two duds from two different sellers.  The first was an eBay purchase from a guy in Miami for my Galaga 60-1 conversion.  19" unit came in dead, I sent it back, and he refunded my money. 

That is how I found TQ, I bought their 19" and it worked great, so I went back for the 26" for my new project.  Now, I receive the 26" that is dead....hmmm   It appears all these "arcade" classified monitors are coming from crap contract manufactures in China/Thailand.  This is a niche market so the players are small time compared to the computer LCD makers like ASUS, Samsung, Accer, Dell, etc.  It appears quality control is a major problem.  Seems to be a reoccurring trend with these de-cased, overpriced LCDs.  So yeah, after getting a second dud I was done.  I dont think I am a rare exception but maybe I do have terrible luck.  It isnt the first time.  I remember cutting grass all summer to get a Commodore 64.  Walked into Kmart with my hard earned cash and picked the box in the middle of the display stack.  Guess what?  DOA.

I have been in IT for most of my adult career outside of my military service.  You know how many LCD computer monitors I have seen failed?  Zilch, zero, nadda, none!  A few dead pixels but never had a DOA one or any of our desktop guys report one dying.  In fact, we have to throw many of them away because we replace the older ones with larger screen sizes.  We dont have enough space to keep them all.  They never die.  I am done with these "Arcade" LCDs.

The other factor you are not considering is that once I modify my cabinet to accept a standard 27" monitor, they are all  approximately the same size.  They are typically within 1/4 to 1/2 inch regardless of models.  So if I do have one die, I remove the plexi-glass and drop another one in its place.  At most, I have to redo the bezel.  So no, I am not setting unrealistic expectations with the life cycle of my home units.  I am however practical and pragmatic.  This broken, bolt in 26" monitor was a behemoth.  If it dies, I have no parts available and I am back to square one. 

You do have some valid points.  Like I said, Andrew was fair with offering to repair it.  I have come accustomed to dealing with vendors like Amazon, New Egg, Tiger Direct, etc that will offer a refund on a defective item.  After my history with these "arcade" units, I was done.

Thanks for taking the time to post.


Jim,

I spoke with the charge back department.  They do have a 15 day wait period.  I do agree in consumer right's and protecting our hard earned cash.

Ed,

I am very familiar with product life cycles.  The company I work for outsources a large portion of our manufacturing to contract manufactures in Kuala Lumpur, China, and Thailand.  My wife is also a product line manageer (PLM) so I am very familiar with spares, support, etc of EOL products.  It is that familiarity that made me want a refund.  Companies, especially CMs, will not store parts and will scrap inventory because it costs too much to store it. 

[IG-88]

I gotta agree with cs on this one. I own a business, so does my wife. We work with the public all the time. Most of them are "---Deutsche Frankfurters---".  BUT, they are always correct. (whether we like it or not)  In this day and age you have to do what it takes to keep your customers. Period. If you don't they'll go down the road.

I do have to ask tho. Why in the hell would you pay $500 for a monitor that you were hooking up to a PC anyways? You can walk in and get a descent one damn near anywhere along with a warranty within the hour.  Plug & play for 1/4 -1/3 that price!



 

[csnow]

I gotta agree with cs on this one. I own a business, so does my wife. We work with the public all the time. Most of them are "---Deutsche Frankfurters---".  BUT, they are always correct. (whether we like it or not)  In this day and age you have to do what it takes to keep your customers. Period. If you don't they'll go down the road.

I do have to ask tho. Why in the hell would you pay $500 for a monitor that you were hooking up to a PC anyways? You can walk in and get a descent one damn near anywhere along with a warranty within the hour.  Plug & play for 1/4 -1/3 that price!

Haha, I love your Avatar.  IG-88 was my favorite Star Wars bounty hunter.  Very cool......

I was willing to pay $500, so I wouldnt have to modify my cabinet.  I had a stadium cabinet that I set out to "modify" and I ruined it and it ended up in a dumpster.  I was willing to take the "easy" route for a couple of extra hundred dollars for a nice clean perfect fit.  Well I just pissed away $160 with TQ with shipping and the restocking fee. I havent seen anything 1/4 or 1/3 but I have seen them about half of what I paid.  I was going to abandon this project completely but my wife wants me to finish it for the kids.   I am ordering a 27" Accer monitor on New Egg today.  My only consolation is that my $160 ends up costing him more than that in lost customers.  I wish I could have recorded the conversation and posted for all to hear.  He was really something else on the phone......

[IG-88]

Thanks for the props. IG was always my favorite too. He has his own short story in the Star Wars universe. Have you read it?

$160 lesson learned I would say.

Speaking of that number. Wallymart has a 26" for $160 right now. Off name brand but for that price what the hell. Not sure on your situation with your cab and mods you may have to do but I would go for a inexpensive TV and then if you had questions on how to get it mounted post here on the forums. I've used/seen everything from precision cut CNC frames to duct tape, glue and cardboard. Whatever works and looks descent.     These guys on here are pretty clever.

http://tinyurl.com/czsdz5o

[MaxVolume]

First of all, I would never defend a bad merchant just because they might have a part I need.  I made sure to give my COMPLETE, honest opinion of TQ, warts and all.  Are they ideal?  No.  Did they try to help you but stopped short of what you preferred so you threw a tantrum... YES.

Secondly, you're splitting hairs.  Who the f*ck cares if it's not a MAME cabinet???  Dude, you're building something that is gonna be around for a while, unless you're just so fickle that you're gonna get bored with it and rebuild it with whatever console replaces the PS3, but would you actually take the extra step to replace the LCD if you did?

The bottom line is you wanted an LCD, the one you got didn't work, you were offered a repair, you said you didn't want it at all.  Make up your mind... do you WANT an LCD or not???  THAT's where being a dick comes in, not to mention your attitude with the rep who was actually trying to help you.

Someone else already nailed it... buyer's remorse.  So, you're still mourning your DOA C-64... tough crap.

[csnow]

First of all, I would never defend a bad merchant just because they might have a part I need.  I made sure to give my COMPLETE, honest opinion of TQ, warts and all.  Are they ideal?  No.  Did they try to help you but stopped short of what you preferred so you threw a tantrum... YES.

Secondly, you're splitting hairs.  Who the f*ck cares if it's not a MAME cabinet???  Dude, you're building something that is gonna be around for a while, unless you're just so fickle that you're gonna get bored with it and rebuild it with whatever console replaces the PS3, but would you actually take the extra step to replace the LCD if you did?

The bottom line is you wanted an LCD, the one you got didn't work, you were offered a repair, you said you didn't want it at all.  Make up your mind... do you WANT an LCD or not???  THAT's where being a dick comes in, not to mention your attitude with the rep who was actually trying to help you.

Someone else already nailed it... buyer's remorse.  So, you're still mourning your DOA C-64... tough crap.

     Do you like hearing yourself talk.  You made you point, go troll somewhere else.

[mcseforsale]

Actually, the funny part is that most LCDs are all made in the same factories...same as tires...same as golf clubs....same as high end BMX and MTB bikes....same as just about everything else.

Just get a computer monitor and be done with it.   Unless you're after that "look" of the old CRTs and can ONLY fit that in your cab for some reason, go with modern LCDs.  I don't know any more harsh of an environment than some of the manufacturing floors with LCDs running in dusty, vibration filled, EM radiated areas near some  gigantic CNC machine, etc...where I see "Dell" 19" monitors all purring away happily.

AJ

[MaxVolume]

   Do you like hearing yourself talk.  You made you point, go troll somewhere else.

I'm not trolling, dude... I just don't like having anyone unfairly maligned.  I know you probably thought this was gonna be a big circle jerk for people who had bad experiences with TQ, but not everyone has.  This being a free forum, I wanted to chime in with my opinion of where the problem actually was in this scenario.  Last time I checked, that was okay.

I'm not making a blanket statement here, just that in this particular instance I think you went too far.  I don't agree that your "end-of-life product" excuse holds water, but if it helps I completely understand the "how the heck do I know if it works if I don't open it???" argument.

[csnow]

Understood Max - 

[csnow]

Actually, the funny part is that most LCDs are all made in the same factories...same as tires...same as golf clubs....same as high end BMX and MTB bikes....same as just about everything else.

Just get a computer monitor and be done with it.   Unless you're after that "look" of the old CRTs and can ONLY fit that in your cab for some reason, go with modern LCDs.  I don't know any more harsh of an environment than some of the manufacturing floors with LCDs running in dusty, vibration filled, EM radiated areas near some  gigantic CNC machine, etc...where I see "Dell" 19" monitors all purring away happily.

AJ

I thought that too AJ but I am not so sure now.  This is the second de-cased "Arcade" monitor that came in DOA.  That was my main reason for buyer's remorse and why I wanted a refund.  I have never had a standard PC/computer LCD fail or come in DOA.  I don't think these niche "Arcade" monitors are being made by the same big players in the LCD industry.  No way to verify my assumptions but I feel better with my decision to move to a standard computer monitor. 

[MaxVolume]

Understood Max - 

Wait... that's not Tamarind Jarritos in those mugs, is it?    Hope it's yummy Jarritos cola! 

[CheffoJeffo]

Wanting a refund isn't unreasonable.

Name calling and threatening to take it to the forums before the seller has a reasonable chance to respond isn't particularly reasonable.

Your money and you can react the way you want, but there is a reason why sellers have "won't sell to lists" and share info about antagonistic buyers.

And pretty much ALL CRTs are end of life right now, aren't they ?

[csnow]

For anyone still following this, TQ did not refund my money or send me a replacement after having the returned product for 20 days.  Bank issued a refund to me and is taking action against TQ.

[Well Fed Games]

For anyone still following this, TQ did not refund my money or send me a replacement after having the returned product for 20 days.  Bank issued a refund to me and is taking action against TQ.

Thanks for update... so you got full refund in the end (from bank)? Glad to hear it, stinks TQ left you hanging.

[csnow]

It is a provisional refund pending investigation.  Not sure how I could lose at this point, but who knows.

[twistedquarter]

Good Morning , to all that is interesed in Our side of this story . THis is Andrew at Twisted Quarter . If anyone cares to read this then please do so . We ship Mr snow a monitor  and after he had it a few days he call me and said it was not working , I told hime to send it back and we would repair or replace it as necessary.. and that this series monitor from Makvision is no longer being made but we do have  parts for them if needed ( we always have parts for any monitor we import just in case ) I also told mr snow we would cover his shipping cost back to us if it was deemed defective and send him another or his back repaired ...He was very happy with that ...Then 2 days later he called us cursing and swearing at  on of my emploees . there was no reason for this . He was like acrazy person on the phone, making tons of threats , threaten he was going to do charge back ...ect. He blammed us  because he sold his 25 " crt monitor already and now has no monitor ...I called Mr snow back and assured him that as aggreed we would replace are repair .. He started cursing at me and threaten to ruin my bussiness and post all over the internet that we ripped him  off.. At this point there was no reason to keep this going on .. I explained to him if he wanted a refund  that we would give him a refund less the shipping charges but he would never be allowed to purchase fro us again for the way he acted towards me pesronally and my employees .


Now moving fowards . we did get the monitor back , less the mounting brackets and bezel  ,,,So I guess in Mr snows mind these we free for hime to keep , he wanted a full refund now but didnt return all the parts ....( can provide an invoice for any one that would like to see)  and on furthur review of the Monitor, the maginet on the back has been broken of in two peices ( no way to tell how this happened these are not common the break ) ...

So in 14 years in bussiness , we have never refussed a refund and have always stood behind our parts , yes there are always customers that are not happy , no matter what , but we do try our best ... and im most cases more than others do  . But once you start threating us about charge backs  and no returning parts ...we are only left to few options..

At this point , we cannot do a refund since he filled a charge back , and he still has not returned all the parts ... the monitor is repaired and works 100% fine ...

So ....if he had not acted the way he did , he would of had his monitor back , but he sent it back for a repair or replacement , then went nuts....and bashed us on the internet and filed a charge back ......there is no winners here .....Just my side of the story ...If any one has any questions feel free to contact me  at 941-745-8400 ....andrew Twisted Quarter Inc, 

[twistedquarter]

Just to follow up , Sorry we do not get to this forum much , we are realy busy , we do ship 150 + orders a day ...And I am a full beleiver that everyone has a right to there opion good or bad ...so I normally do not get involved in all the he said she said stuff ...but when you bash my bussiness I strated with 8 parts 14 years agao  and try like heel to provide  high quality parts and lower prices than the big boys ...then i get mad ...Mr snows last thread says we never fixed it or refunded his money ...After his rants and threats he did want it back ...we were going to give him the refund  ( please read our earlier reply) but he filled a charge back and still has not returned all the items to get a full refund ....can do a refund while there is a charge back investagion going on ....and even if he loses we still we refund his money if he returns parts ... Mr snow mad this the way it has become ...We are not out to cheat or steal....Andew Twisted Quarter

[twistedquarter]

Hi Jim, not sure If we know you or not , But What we have said is 100 % true ...Just wanted to defend my bussiness ...also once this is resloved we will have a 26" makvision lcd monitor repaired with full warranty  for 15% off cost .....andrew

[mcseforsale]

So, how much for the monitor?   

AJ

[twistedquarter]

cannot sell it to this is resloved but , it would be 399.00  thats 100.00 off list ..... it will be an open package /repair item but still has a full 1 year warranty .....andrew @ twisted quarter

[Unstupid]

Does it come with a free bezel and free mounting brackets?   

Just wanted to add my experiences.... I have never had a problem with Twisted Quarter!  I have ordered from them a couple times in the past and I currently have 2 orders on the way!  No problems whatsoever, and I would recommend them to anyone looking for parts!  Unfortunately, people don't always post when they's had positive experiences with a merchant.... Seems like you only get to read about the train wrecks! 

[jennifer]

   +1 for the T/C.... Jen wishes he would put little candy treats in with his shipped orders though.

[csnow]

Good Morning , to all that is interesed in Our side of this story . THis is Andrew at Twisted Quarter . If anyone cares to read this then please do so . We ship Mr snow a monitor  and after he had it a few days he call me and said it was not working , I told hime to send it back and we would repair or replace it as necessary.. and that this series monitor from Makvision is no longer being made but we do have  parts for them if needed ( we always have parts for any monitor we import just in case ) I also told mr snow we would cover his shipping cost back to us if it was deemed defective and send him another or his back repaired ...He was very happy with that ...Then 2 days later he called us cursing and swearing at  on of my emploees . there was no reason for this . He was like acrazy person on the phone, making tons of threats , threaten he was going to do charge back ...ect. He blammed us  because he sold his 25 " crt monitor already and now has no monitor ...I called Mr snow back and assured him that as aggreed we would replace are repair .. He started cursing at me and threaten to ruin my bussiness and post all over the internet that we ripped him  off.. At this point there was no reason to keep this going on .. I explained to him if he wanted a refund  that we would give him a refund less the shipping charges but he would never be allowed to purchase fro us again for the way he acted towards me pesronally and my employees .


Now moving fowards . we did get the monitor back , less the mounting brackets and bezel  ,,,So I guess in Mr snows mind these we free for hime to keep , he wanted a full refund now but didnt return all the parts ....( can provide an invoice for any one that would like to see)  and on furthur review of the Monitor, the maginet on the back has been broken of in two peices ( no way to tell how this happened these are not common the break ) ...

So in 14 years in bussiness , we have never refussed a refund and have always stood behind our parts , yes there are always customers that are not happy , no matter what , but we do try our best ... and im most cases more than others do  . But once you start threating us about charge backs  and no returning parts ...we are only left to few options..

At this point , we cannot do a refund since he filled a charge back , and he still has not returned all the parts ... the monitor is repaired and works 100% fine ...

So ....if he had not acted the way he did , he would of had his monitor back , but he sent it back for a repair or replacement , then went nuts....and bashed us on the internet and filed a charge back ......there is no winners here .....Just my side of the story ...If any one has any questions feel free to contact me  at 941-745-8400 ....andrew Twisted Quarter Inc,

Just to follow up , Sorry we do not get to this forum much , we are realy busy , we do ship 150 + orders a day ...And I am a full beleiver that everyone has a right to there opion good or bad ...so I normally do not get involved in all the he said she said stuff ...but when you bash my bussiness I strated with 8 parts 14 years agao  and try like heel to provide  high quality parts and lower prices than the big boys ...then i get mad ...Mr snows last thread says we never fixed it or refunded his money ...After his rants and threats he did want it back ...we were going to give him the refund  ( please read our earlier reply) but he filled a charge back and still has not returned all the items to get a full refund ....can do a refund while there is a charge back investagion going on ....and even if he loses we still we refund his money if he returns parts ... Mr snow mad this the way it has become ...We are not out to cheat or steal....Andew Twisted Quarter

Andrew you are a liar....period.    I never called anyone up cussing and yelling.  You were the one who called me; all of my correspondence was done via email with you.  In fact, you called me 6 times in a 3 minute period.  I had to leave a conference call because you were being rather persistent in a creepy way.   Your call was in response to my last email stating I would take this to the forums.  The only cussing I did was when I told your employee Mike to stop acting like a dick in an email for which I have already mentioned and apologized.  That is a far cry from being irate and yelling. 

You on the other hand were a total jerk on the phone when I finally answered.  I see you failed to mention threatening me with legal action (which just shows your ignorance on legal matters), telling me you would simply return the broken monitor to me so it would cost me more shipping money, how the monitor probably wasnt broken in the first place or I was an idiot and didnt know how to hook it up, or random other rubish that came spewing out of your mouth.  At least you publicly admitted the monitor was indeed a dud.  Yes, I did tell you I would involve the credit card company but that wasn't a threat.  It was a last resort as a consumer who was dealing with a bad merchant.  I also told you I would bring this to the forums.  I have been completely upfront about the entire ordeal.  Now you show up and want everyone to think you are the "good guy"

Second, the charge back is for $500 which is the cost of the monitor.  The total purchase price was $560.  The mounting bezel and the bracket were not worth returning after factoring in shipping.  They were also not part of the claim.  Get your facts straight Andrew and stop with the " I am the victim seller here".  Post up the invoice and the bank claim.  Gee Andrew, I am seeing a pattern here.  I would have never filed the charge back had you refunded the money.  You had the monitor in your possession for 16 days, verified it was broken, yet you never contacted me or refunded the money.  Here is the FedEx tracking number for all to view.  Check the dates folks and cross reference the date of the shipment and the arrival of the package with the start date of this thread.  FedEx - 807422215090358 


You sit on the return for half a month after receiving it and took no action after you agree to the refund, so I contacted the credit card company.  Wow, I guess that makes me a really bad guy and a criminal.  You also didnt agree to a full refund Andrew - another lie.  You wanted to gouge me with a ridiculous return percentage.  So why havent you refunded the money yet Andrew?  If you want the bezel and the mount returned, I can have that in the mail today as long as you refund the entire $560.  Or, you can send me another working, brand new monitor.  I am tired of dealing with your lies and half-truths.  I am calling you out here and now.  Send me the monitor or refund the money.  Post your decision for all to see Andrew.

And to set the record straight, this was my 3rd purchase with TQ.  Another monitor that works fine and a molex tool. 

Chris

[csnow]

Yeah, I know.  I just love how this guy wants to play the victim.  I cant wait for him to answer the community as to why he didn't refund the money after receiving and verifying the monitor was broken.  The monitor got there on 8/21.  The bank claim (for the purchase price of the monitor only) wasn't initiated until 9/6.  He had 16 days - over half a month to give me a refund.  Common Andrew......speak up.

[twistedquarter]

Jim , speaking up for you .....We have not refunded the money since we still dont have all the parts back ... he return the monitor for a repair or replacement ...then he changed his mind and want a refund ...IT CLEARLY staes no refund on electronic items ...they are repaired or replaced ...Simple as that ...BUT after CHRIS started curseing at my employee MIKE and calling him things LIKE D__ICK HEAD ... and being a total ass we told him we would give him his money back and he is blocked from everybuying againg .....And that goes for our e-bay store , or web site, and the 2 other companies that we drop ship parts for ...THis guy was such and ass . Once we got the monitor back , all the parts were no there , the brackets were missing , the bezel was missing , So how are supposed to give a full refund and he gets to keep the parts he wants .....BULL CRAP>>>> .... THen he files a Charge back ... so IT now sits here till his bank makes a decesion .....IF he wins great  he is gone out of my life ...If WE win , THen I will refund him the money due less the parts he kept ...And this is what gets me so pissed off ..ANYBODY out there that knows me knows that I will bend over backwards .....But when we talk and you agree to have it repaired or replaced  ...then you slam us...claim you never said any of that ...blah blah blah .....FOR $ 500.00 do you think I have time for this ....bottom line... 1. We offered to repair or replace them monitor and credit him for shipping charges back , he agreed . 2. HE sent the monitor back to us ...them changed his mind and wanted a FULL REFUND , but keep parts . 3. By the time we got it back and had time to inspect it ...Someone give hime the bright idea to file a charge back ...So now it sits here till it is resolved ....PERIOD ....I am done playing this lets see what Twisted Quarter says about this .... Any body that has ever dealt with us knows we are stand up and sell only quality parts and ship fast ....NOBODY has ever gotten screwed by TWISTED QUARTER....and we should of just stuck to our policy and said no it is a repair or excahnge .....and we would not of been here today ....bottom line BUYERS REMORSE is not a warranty item .... I am done and will not be replaying to this any longer ... You can beleive what ever side of the story you choose ... AND IF ANYONE DOES NOT BELEIVE WE ARE A FAIR AND HONEST COMPANY THEN THERE ARE SEVERAL OTHER PLACES TO BUY PARTS FROM....WE DO THIS TO KEEP THE GAMES GOING ....NOT BY ANY MEANS DO i GET RICH DOING THIS ..MY INVESTMENTS KEEP ME HAPPY  ...AND THIS IS FUN...BUT WHEN IT IS NO LONGER FUN I WILL CLOSE IT DOWN ....AND DEALING WITH TYPE OF B.S. MAKES NOT VERY FUN .......ANDREW @ TWISTED QUARTER  941-745-8400

[twistedquarter]

Sorry didnt see chris last message, so there will me one more post .....THe charge back was started 5 days after we received the monitor back and we got it inspected ......Again we didnt jump fast enough for you .....and the charge back is for 560.00 not 500.00 but who cares about 60.00. Your rants were you wanted a full refund ...then you should of returned everything....NOw it is in a charge back mode so we have to wait to see the out come .....Again , if the bank sides with you  its done and over ...If they side with us ...I still will refund your money less the parts you kept ....I dont want your money nor need you money .....


Everybody all ways is asking for a discount coupon    so here is one for our web store  for the next 72 hours  10% off entire purchase  enter code  CSNOW

[Unstupid]

Everybody all ways is asking for a discount coupon    so here is one for our web store  for the next 72 hours  10% off entire purchase  enter code  CSNOW

Hahaha!   . Could have used this 2 days ago but that's cool!  Time to go shopping!  What else do I need?  Hmm....

[csnow]

More BS Andrew.  The bank will not allow an investigation until you have had 15 days to refund the money after receiving the returned product; therefore, the claim couldn't be filed until then, so the 5 days is total BS.  Also, Wells Fargo issued a provisional refund to my account for $500.  That is the amount I disputed.  They would have issued a full refund had I protested the entire amount.  However, yes you did not refund my money fast enough.  48 hours after receiving the monitor should have been sufficient.  Sixteen days pass and still no refund, so I got the bank got involved.  If there is indeed a problem and they have it listed for the full amount then that is a banking error.  I will gladly drop the investigation if you refund the money on the returned item.  As far as wanting a full refund, yes I want a full refund.  A full refund on the item that I returned.  The bezel and the mount are separate items and were not part of the transaction I am disputing so stop with the drama.  You are so full of it dude.  Cry me a river on not wanting to do this because it is no longer fun.  You do this to make money, so spare us the BS.  You are also full of crap on the investigation.  If you refund the money I have requested - $500 then the investigation is over.  Calling the bank now to find out if they froze the entire amount.  Will report back soon.

Oh and as far as your track record, there is another TQ thread on the same page as this one

http://forum.arcadecontrols.com/index.php/topic,114784.0.html

Looks like more of the same.  No help until it goes public.

Also stop with the buyer's remorse crap.  If the monitor had not been broken, we wouldnt be having this discussion.  Did I want to return the other monitor I bought from you?  You sent a dud, informed me that these were not going to be made anymore, so I decided I would rather use a computer monitor and wanted a refund.  Have your supplier test these units before they drop ship them.  The box had no signs of damage so this left the factory as a dud.

[csnow]

I called the bank and Andrew is correct, they disputed the full amount.  The agent said this was an error because the provisional charge back was for only $500 which was issued on the 6th.  They will correct this and notify Andrew.  They also said that the seller can refund the money at any time and the investigation will end.  So there you have it Andrew, refund the $500, and I will go away. 

[csnow]

Here is the entire email correspondence.  This is the irate customer that Andrew speaks of.  This is the vulgar comments that were said to his employees.  The email thread is from most recent to oldest.  You need to start at the bottom and read up -

I didn't cuss anyone out and I didn't call anyone a Di$khead.  In the beginning, I was pretty short but I was upset about them refusing a refund because the product was "opened".  I later apologized but they had no intention of every refunding my money.  I wasnt willing to take a repair, only a new unit as a replacement. 

-------------------------------------------------------------------------------

Andrew,

I appreciate that you are willing to repair the unit and to cover shipping charges.  However, I am upset because this unit failed from the onset and it is an end of life product.  I already had a legacy product (CRT), why would I want to replace it with another legacy LCD that I cant get parts for in the future?   This isn't some abstract part that was special ordered.  You told me yourself that these were selling like hotcakes.  In fact, the price went up $60 because you sold out of your last batch in a 48 hour period.  If they are selling so well then why are you being so staunch on this?  Wouldn't it be much easier to issue the refund and move on?  It isn't like I just got the monitor, didn't like it, and wanted to send it back.  The monitor was broken.  I was a return customer.  So why are you being like this Andrew?  The arcade community is pretty small.  Negative press is never good.  I don't think I am being unreasonable. 

Chris
________________________________________
From: Andrew Dent [sales@twistedquarter.com]
Sent: Friday, August 17, 2012 8:13 AM
To: Chris Snow
Subject: Re: Message from TwistedQuarter

Good Morning Chris ,  E-Bay has its own set of rules  that were changed
on 6/1/2011 by e-bay   if you read the  return policy on e-bay it says :
A 30% RESTOCKING FEE WILL APPLY TO ANY ELECTRONIC ITEM THAT HAS BEEN OPEN OR INSTALLED. NO RESTOCKING FEE WILL APPLY FOR EXCHANGES ON NON-ELECTRONIC ITEMS. ELECTRONIC ITEMS THAT HAVE BEEN OPENED OR INSTALLED AND NEED TO BE EXCHANGED WILL BE CHARGED A 15% RESTOCKING FEE.
   So if you purchased it from e-bay  you could either get it repaired or exchanged  or if you want to return a opened or installed item  there is a 30% restocking charge.  Since e-bay owns e-bay they set the rules and we have to go by there policys ...with the twisted quarter website ...we own it so we set the policys > I  do not know why you are getting so upset with us ...When I spoke to you on the phone  you completely understood that we would fix it or replace it ... I will give you a call this morning ....andrew



On 8/17/2012 8:03 AM, Chris Snow wrote:
> Please repair it or replace it.  I was never informed of the return policy on either of the phone orders that I made with Andrew.  I only ran across it when I was getting the return address to ship the broken monitor back.  Why do you have eBay auctions with electronic components that say No Questions Asked return policy.  Do you pick and choose what you allow to return because you definitely don't have a defined public policy.  The only reason I am not doing a charge back is because I screwed up and used a debit card.  I am not happy at all about this.
>
> Chris
> ________________________________________
> From: Andrew Dent [sales@twistedquarter.com]
> Sent: Thursday, August 16, 2012 10:46 PM
> To: Chris Snow
> Subject: Re: Message from TwistedQuarter
>
> Chris again thank you for your apologize .. Our return policy was sent
> to you so you knew what it was, as you had sent an e-mail that had a
> partial return policy information in it ... Now are we to repair or
> replace this one as needed  or are we refusing it  so you can do a
> charge back , or is it sitting here until you do a charge back ...I am
> very confused now.
> Mike
>
>
>
>    On 8/16/2012 11:18 PM, Chris Snow wrote:
>> I just apologized but if you don't want to accept it then fine.  For your employee to send me a return policy from your website is pretty shallow Andrew.  Had this been a website order, then it would have been different but this was a phone order , remember?  Did you mention your return policy to me on the phone?  Ding...Ding.....No, you didn't!  Had I known your return policy then we wouldn't be having this conversation right now because I wouldn't have bought from you.  That is why I told him not to be a dick, sorry I should have used the term jerk.  Don't send me policy from your website on a phone order.  That is being a jerk.  If that offends you, then so be it.  If you take a phone order, inform the buyer of the return policy.
>>
>> As far as your return policy, this wasn't like I called you weeks after getting the monitor.  It was pulled out of the box, plugged in, and properly troubleshot.  I then picked up the phone to call you.  This want in some pretty manufacturing box that was opened whereby the item couldn't be resold.  It was a brown shipping box.  Last time we spoke, these things were flying off the shelf so it isn't like you were going to sit on this returned item for a prolonged period after you fixed it.  So yes, I think you are being unreasonable about not accepting it back.  If it was functioning, and I just wanted to return it, then I would understand your side but that wasn't the case.  So yes, I have every intention to inform others of your return policy on the arcade forums.  I wish I would have been better informed.
>>
>>
>> Chris
>>
>> -----Original Message-----
>> From: Andrew Dent [mailto:sales@twistedquarter.com]
>> Sent: Thursday, August 16, 2012 9:58 PM
>> To: Chris Snow
>> Subject: Re: Message from TwistedQuarter
>>
>> HI , Chris this is Andrew ... What I told you is there is no more 26"
>> LCD monitor being built and I don't know what is going to happen  to
>> the Arcade business if there is no more LCD or CRT ,as we don't
>> expect to get any more till November or December , I never said we do
>> not have any More I also told you have have repair parts for these, I
>> NEVER said parts laying around  , we have brand new driver boards for
>> these  just in case someone has an issue or a power surge and it
>> takes out one ...we carry these as a courtesy  to help our customers
>> out .. I did tell you that I could not look at it there and send it
>> back and I would take care of it ... I am so you sold you monitor be
>> we did not make you do that ... Now from the e-mil threads I have
>> read  you have sent to Mike , you have Cursed him , threaten  to bad
>> mouth My company on the forms and threaten  to call Visa on us.... I
>> told you I would take care of it and I will ...We respect you as a
>> customer  please respect us..... Andrew
>>
>>
>>     On 8/16/2012 10:40 PM, Chris Snow wrote:
>>> Ok Mike, I am upset and took it out on you - I apologize.  I sold a perfectly good monitor out of my cabinet to replace it with this LCD one.  Now, I have a mint cabinet with no screen sitting in my game room.  Andrew said there were none of these monitors left when I called him last night.  He said he had plenty of parts laying around but there would be no replacements available until December at the earliest.  I don't want parts that are laying around being used in a monitor that should be new.  Now you are telling me there are two monitors left.  Which one is it?  Are you going to hold one of these monitors until you get mine back?  If you can send me a new monitor, then do so.
>>>
>>> Chris
>>>
>>> -----Original Message-----
>>> From: Andrew Dent [mailto:sales@twistedquarter.com]
>>> Sent: Thursday, August 16, 2012 9:27 PM
>>> To: Chris Snow
>>> Subject: Re: Message from TwistedQuarter
>>>
>>> Chris , What was  told to you was There are no more left for sale in
>>> the country  that there is a shortage on the LCDS Andrew  did not
>>> tell you we didnt  have any more I was sitting next to him when he
>>> was talking to you ...we  have 2 more of those and 15 wells gardner ones .
>>> and that is all there is , You are welcome to post any thoughts you
>>> have about the company on the web or forms it is a free county ,  If
>>> when you had called  if you said you wanted  to return it for a
>>> refund we would of told you the same thing .... If you would like to
>>> have Visa handle this that is fine again it is your choice , but
>>> doing a charge back will make the monitor sit here for 30-45 days
>>> will the investigate  the claim and the policy clearly states what
>>> the return policy is ...We are not trying to be hard  we offered to
>>> repair or replace it for you and you were fine with that ,  So would
>>> you like us to look at it  or would you like to have Visa do a
>>> charge back LET us Know which you prefer ...MIKE
>>>
>>>
>>> On 8/16/2012 10:17 PM, Chris Snow wrote:
>>>> No problem, I will let Visa deal with you.  You have no choice but to open any item that is shipped in a box.  I have been a  network engineer for 15 years so I have a ton of experience with monitors and computers.  Your monitor is dead.  How are you going to exchange it when you told me there were none left in the country.  I will just post my thoughts on you and your company on the forums.
>>>>
>>>> Chris
>>>>
>>>> -----Original Message-----
>>>> From: Andrew Dent [mailto:sales@twistedquarter.com]
>>>> Sent: Thursday, August 16, 2012 9:13 PM
>>>> To: Chris Snow
>>>> Subject: Re: Message from TwistedQuarter
>>>>
>>>> Chris , PLEASE DO NOT USE THAT KIND OF LANGUAGE WITH ME > In no way was I rude or valguar with you ... Once we have the Monitor here it will be looked at < I just called Andrew the owner  and he said you were fully aware it was the be repaired  or replaced and sent back to you ... Once a electronic item is sold it is only repairable or exchanged if it not repairable ...That is the policy .. We appreciate you being a return customer  but in no way does that change the policy set in place ...
>>>> Once it is back we will look at the monitor and  get back with you
>>>> ....MIKE
>>>>
>>>>
>>>> On 8/16/2012 10:04 PM, Chris Snow wrote:
>>>>> Your return policy states if the electronics is installed.  This was not installed as it was broken.  Please don't be a dick about this.  I am a return customer and you sent me a broken monitor.
>>>>>
>>>>> -----Original Message-----
>>>>> From: Andrew Dent [mailto:sales@twistedquarter.com]
>>>>> Sent: Thursday, August 16, 2012 9:03 PM
>>>>> To: Chris Snow
>>>>> Subject: Re: Message from TwistedQuarter
>>>>>
>>>>> Good Evening , Once we get the monitor back we will take a look at it and if there is a problem we will have the driver board replaced and will send it back to you ... Unfortunately  we do not do refund on electronic items only repairs or exchanges  (please refer to our shipping and returns policy ) we will also cover the 28.04 in return postage if it indeed defective ...
>>>>>
>>>>> Mike ,
>>>>> Twisted Quarter
>>>>>        On 8/16/2012 6:43 PM, Christopher Snow wrote:
>>>>>> From:     Christopher Snow
>>>>>> Email:    csnow@aviatnet.com
>>>>>>
>>>>>> ------------------------------------------------------
>>>>>>
>>>>>> Andrew,
>>>>>>
>>>>>> The 26" monitor was shipped back today via FedEx, tracking number
>>>>>> 807422215090358.  Per your suggestion, I removed the back panel
>>>>>> and verified that the VGA PCB was secure and that all the
>>>>>> connectors were tight.  The monitor doesnt display "No Signal" when powered on.
>>>>>> When it is connected to the PC, the control board light is green
>>>>>> after you press the auto sync but there is no output to the monitor.
>>>>>> I swapped cables and tried a couple different resolutions listed
>>>>>> in the manual, but no joy.  I moved the cable over to my computer monitor and it the display was fine on my PC monitor.
>>>>>>
>>>>>> Based on the fact that these aren't going to be available
>>>>>> anymore, I think I will just take a refund.  Having a bad one
>>>>>> from the start does not instill a lot of confidence in my
>>>>>> purchase and if I have problems, getting parts or repairs will be
>>>>>> next to impossible.  I am just going to re-frame my cabinet and put a computer LCD in there and move on.
>>>>>> Once you verify that it is in deed defective, I would appreciate
>>>>>> it if you could refund the shipping which was $28.04.  I will
>>>>>> just keep the bezel and mount since it will cost almost as much
>>>>>> to ship those back as it cost outright.  I might be able to use
>>>>>> the bezel with the other monitor.  I am loving the 19" monitor I
>>>>>> bought from you.  Got it installed and it is fabulous.  I will be
>>>>>> ordering some more joysticks from you once I get this machine back in working order.
>>>>>> Once I bought the 26" LCD from you, I sold the working 25" CRT
>>>>>> monitor out of the cabinet
>>>>>>
>>>>>>
>>>>>> Thanks
>>>>>>
>>>>>> Chris
>>>>>>
>>>>>>
>>>>>> ------------------------------------------------------
>>>>>>
>>>>>> Office Use Only:
>>>>>> From:     Christopher Snow
>>>>>> Email:    csnow@aviatnet.com
>>>>>> Login Name:       Not logged in
>>>>>> Login Email:      Not logged in
>>>>>> IP Address:       50.84.65.69 - 50.84.65.69
>>>>>> Host Address:     rrcs-50-84-65-69.sw.biz.rr.com
>>>>>> Date and Time:    Thu Aug 16 2012 16:43:49 MDT
>>>>>>
>>>>>>
>

[Unstupid]

His trackball plates are still like $20 shipped for a piece of metal with a hole in it.   

His trackball plates ate $7 and they initially charge you $13 for shipping, but after they ship it they'll refund you the difference of what it actually costs to ship it.  Also I'd highly recommend you going this route because we all know what happens when you try and drill something yourself!

But if you want to compare prices check out this coin accepter that I purchased from Happ http://na.suzohapp.com/coindoors/40150000.htm I later ran across the same ones at Twisted Quarter for 1/3 the price http://www.twistedquarter.com/index.php?main_page=product_info&cPath=10_57&products_id=319 which I ended up buying 3 more from TQ!  BTW here is one of my recent receipts showing the shipping credit:

[Hoopz]

Quoting prices from Happs is irrelevant since we all know to get them from Divemaster127 at better prices and cheaper shipping.

[jennifer]

   #1, Csnow:  Sounds to me by those Emails you would have gotten it back fixed, There was as warranty involved too right?...This does have the
                      sound of buyers remorse.
   #2, PBJ    :   How on earth can you possibly have issues with every vendor on the planet. I have dealt with everyone you have pooed, and NEVER
                      have I had any of the problems you describe....What is it cost? What they charge too much?, What the whole world is out to get you?
                      Please, Jennifer needs to know.
    #3, T/C   :   Thank you for the GOOD service, and parts you provide, We need more people doing what you do so we can build these games.
   
     #4, Saint:   This whole thread belongs in the "Post Hell" Because its just ridiculous.

[csnow]

   #1, Csnow:  Sounds to me by those Emails you would have gotten it back fixed, There was as warranty involved too right?...This does have the
                      sound of buyers remorse.
   #2, PBJ    :   How on earth can you possibly have issues with every vendor on the planet. I have dealt with everyone you have pooed, and NEVER
                      have I had any of the problems you describe....What is it cost? What they charge too much?, What the whole world is out to get you?
                      Please, Jennifer needs to know.
    #3, T/C   :   Thank you for the GOOD service, and parts you provide, We need more people doing what you do so we can build these games.
   
     #4, Saint:   This whole thread belongs in the "Post Hell" Because its just ridiculous.

I have already stated that after I received a dead monitor I didnt want a repaired model.   I didnt want one that was repaired with spare parts that are sitting on a shelf.  Is that buyer's remorse?  I dont think so.  Buyer's remorse is when you buy something and change your mind.  If I had been sent a functioning monitor we wouldnt be having this conversation.  If I was offered another brand new monitor we wouldnt be having this conversation.  I was offered a repair on an item that is no longer being manufactured.  Now, we are having this conversation. 

So you go into Best Buy and buy a TV.  You take it home and its broke.  You take it back and the kid at the counter says sorry they discontinued that model and there wont be any more.  But hold on, let me run to the back and grab another flux capacitor that I have spares of because I knew there would be problems with this model so I bought extras just in case. 

Would you take the repair?  No, you would either get another new TV of the same model, a refund, or a different model.  All you people dealing with buttons, coin exchangers, and all the other $25 items haven't a clue.  Go drop $500 on a dud and then come and talk to me.

[jennifer]

    *  Did you Really think non working items are not repaired at the factory and shipped as new?
    *  Did you really expect TC to check your monitor before he shipped it?  Wal- mart wont even do that.
    *  Did you really expect him not to want to check the monitor for either defects in workmanship or your negligence?
    *  Did you really expect him not to fix it at his discretion under the terms of the warranty and HIS return policy?
    *  Did you really think CRT"s are not being discontinued because of their very nature and environmental impact?
    *  Did you really expect spending 500 dollars really puts you in the upper crust of society? ...Giggle...
        Jennifer will spend that on getting her nails done....And bloomers.
    *  So yes, I believe you bought something and changed your mind.
    *  Jennifer has left the building!!!
       

[csnow]

    *  Did you Really think non working items are not repaired at the factory and shipped as new? 
    *  Did you really expect TC to check your monitor before he shipped it?  Wal- mart wont even do that.
    *  Did you really expect him not to want to check the monitor for either defects in workmanship or your negligence?
    *  Did you really expect him not to fix it at his discretion under the terms of the warranty and HIS return policy?
    *  Did you really think CRT"s are not being discontinued because of their very nature and environmental impact?
    *  Did you really expect spending 500 dollars really puts you in the upper crust of society? ...Giggle...
        Jennifer will spend that on getting her nails done....And bloomers.
    *  So yes, I believe you bought something and changed your mind.
    *  Jennifer has left the building!!!
       

 1- Yes - Legitimate companies would never re-brand refurbished hardware and sell it as new.  How much experience do you have with quality control, manufacturing, ISO compliance/standards/metrics, etc?  By that statement, you appear to have very little.  Your an idiot if you actually think that or just ignorant. 

2 - Some guy selling arcade parts out of his house in Florida is a far cry from Wal-Mart.  I can return a broken TV to Wal-Mart 7 days a week.  What is your point?  By the way, you dont stock up on spare parts unless the stuff you are selling has been suspect in the past.

3 - I agree with you.  He should inspect the damaged merchandise prior to refund or exchange.  He has already confirmed that the monitor was defective.  Once again, what is your point?

4 - I expected him to tell me that this was a nonrefundable item at the time of purchase.  This was a phone order, not a website purchase.  I mentioned that already.

5 - What does that have to do with anything?  CRTs are EOL due to their lack of resolution, display format, size, and manufacturing costs.  This LCD was EOL for lack of supply/demand or because it has a high failure/return rate.  Go hug some other tree that is relevant to this conversation.

6- Do you know anything about my financial status?  I can assure that I am in the upper crust but what does that have to do with anything?  I worked hard for what I have, and I wont piss away $500 regardless of what percentage it is of my net worth or annual earnings. 

7 - I agree with you.  I must commend you on your absolute grasp of the obvious 
I have only said this over and over again.  Yes, I changed my mind.  I bought an arcade monitor and received a broken one.  I then found out it was an EOL product and that it would be repaired and not replaced with a new one.  This wasn't like I had the monitor for a couple of months and then it died.  So yeah, I bought something that was broke, found out there weren't anymore being made, so I changed my mind.  Lets not forget, this is the second monitor I purchased from TQ.  The first one worked - no problem.  The second one was dead and EOL - problem.

[saint]

[jennifer]

I've dealt with many suppliers and had no issues.  I've always found what I needed from Twisted Quarter elsewhere for less and if I've ordered from him I've got no recollection of it (been doing this awhile).

Saint - are you ever going to reveal who's posting as Jennifer?

 

Ok Jim, I will accept that, nothing wrong with shopping around...I know who Jennifer is not, She is not affiliated in any way with TC or any
        other vendor. She is not someone who will just sit by and watch injustices being done to the undeserving. She is not (most importantly)  PBJ.
       

[csnow]

It is TQ, not TC but whatever.  I thought you left the building?  Did you get lost and ended up back here?

This thread was already cleaned up once by an admin.  Go save the whales, the trees, or whatever injustice you want somewhere else.  You love TQ, you exchange Christmas cards, you wish he will send candy treats in your order  - I get it. 

I am sure others love him as well.  I don't and until I either get another monitor or my money back, there is an unresolved issue.  Go sprinkle your ferry dust elsewhere

[jennifer]

    Your issue has been resolved...You have all but said that, It"s YOU who has made this a thing. There is a hold on your monitor and payment
until this is cleared up, Minus the cost of the parts you didn't return....Go read your own posts. You caused this whole mess.
    Now for some kid who probably had to skip a few lunches to buy those 25.00 parts, and he/she doesn't have a clue. That is just flat out
arrogance on your part...Their order is just as important as yours.
    For me being a tree hugger, No idea where your going with that. Crt"s are simply not as green as a flat screen....They are being discontinued.
What did you expect....Life long service on a discontinued item?
    Now that brings me To why not get the new flux capacitor, if that's the problem...Its NO big deal...Its still a new monitor, just one that is working.

       So, In conclusion, Jen Sprinkles you with yet more fairy dust!

[csnow]

Reading Comprehension > Jennifer

Someone get me a fly swatter already....

[emb]

Where's Doc Brown?


Sent from my iPhone using Tapatalk

[Knievel]

Not commenting on your situation but I would like to say Andrew has been one of the best suppliers I've dealt with.
I've purchased parts from him since the beginning and have always had excellent service. Even spoke with him on a few occasions.

His prices are good, he ships within a day or two and if you have a question or an issue you can call him up.

[capsule]

Well, they don't really want to help the customers or future customers I think...

I wanted to buy 2 WG coin reject buttons at 5$ each.
Shipping costs to Belgium: 42$. WTF?

Ask them if I could get a better offer on the shipping (I've already bought stuff from the US with only like 10 or 15$ shipping, and don't tell me reject buttons are heavy or big...).

Quoted reply:
"Sorry international shipping is very expensive , and we do not set the prices. You might want to find someone in your country that has these ....andrew "

Yeah, thanks, there's a reason I have to order them in the US: I can't find them in Belgium, and YES, you could find cheaper international shipping if you really wanted to.

[Steve248]

I ve been selling professionally on the internet for nearly 6 years, something like 200 parcels a day and nearly everyone is over the moon with the service.

However, when someone is upset it is always because of one of the following problems.

Postage charges (We subsidise the cost of all delivery charges but whenever we are asked to send an item abroad it always upsets the customer when we tell them the cost, like we are trying to make money out of it???)

Courier problems (Such as the customer is never home to take delivery of the parcel or the courier damages or loses it.)

Buyers remorse (This is the one which always creates the most passionate response from the customer, we try very hard to give the customer what they want, they are always welcome to return an item for a full refund but on the condition that the item is "as new", if it is not then it becomes landfill, we do not have time to refurbish items and list them on Ebay as a second, or open box etc. However, at least 60%+ of the time it comes back in a real mess. We explained very clearly how the item needs to come back and why and despite that, most items come back only in a state for the rubbish tip.

This is when it kicks off with the customer every time. We explain calmly and professionally that our margins are very small and all we ask is that you return the item that you have decided you do not want after all, in the same condition you received it but that is always when the threats of forums, chargebacks etc etc start.

Basically we tell the customer something they do not want to hear and they refuse to accept it and will go to almost any length to get their own way. It reminds me of my children.

In the twisted quarter case it sounds exactly the same. I am sorry to say it as $500 is a lot of money, however, it is a lot of money for twisted quarter as well and if it has been sent back incomplete how much money is it going to cost him? It sounds like a completely typical buyers remorse situation, you were offered a very professional resolution which you refused because you changed your mind, it is irrelevant that you feel you have a good reason (non supported item).

As an additional point, what we do if we receive an item back that is not as new we offer the customer the option of having the item back and pay the carriage ourselves. This is expensive for us and not our fault but we do feel that we have to offer a way out for the customer so we can end it as happily as possible.

One time I got a camping gas cooker, 2 burners and grill back from a customer who said it did not work, simply as that. The item was returned in a carrier bag, smashed to pieces, couriers are not very careful, box, instructions etc, all missing. When I opened the bag and poured our the pieces onto the floor I found it was cover from op o bottom with grease and food, it was absolutely disgusting. Despite this, I attached it to a gas cylinder and it worked perfectly! I explained that the item was seriously damaged in transit because it was not packed properly, as requested. I also explained that even for health reasons it is really inappropriate to send an item back covered in rotting food and grease. Never mind basic decency. I forgot to say that the item was clearly described to us as having never worked, it ruined their holiday because they failed to make it work from the start. So why was it covered in grease and food? At this point I have never before or after been faced with such a torrent of abuse. I had to hang up eventually as I could not speak. Eventually her husband called and explained what a terrible company we were and we should shut up shop now. After he calmed down a bit I explained our policies and what it was that we received back, it seems he had no idea the state in which it was sent back, he didn't believe it at first but we parted the conversion fairly well and I never heard from either of them again.

We get something like 1 problem in 100 orders and 1 out of 10 of those, so 1 in a thousand orders, get out of hand, with threats legal action, forum trashing etc etc. Unfortunately 1 in a thousand is still one a week. I personally think there is nothing we can do about it, you just cannot please everyone if you want to be fair to the majority and make a small profit.

I have no problem with buyers remorse. I think all of our customers should have the right to change their mind if it is not quite what they wanted. However, they should not make me pay for their choice and at the end of the day, make our other customers pay for their choices. If you want to send it back, send it back in the same condition you received it and pay the postage yourself. Unfortunately, knowing our policies, some customers create scenarios to avoid paying the costs themselves. (The vast majority of our customers are brilliant and completely honest)

The last post was complaining about postage cost to Belgium. What do you think he is doing, trying to make a huge profit on postage to you? We get this all the time from potential customers from abroad. We get a request, put the weight and dimensions in our software for the couriers we use, get a number, send it to the customer and then 50% of the time get told we are trying to rip them off??? We make very small margins and if we did not charge something close to the real cost (Not counting staff costs and packaging materials) then we would lose money selling them the item. You may well have had stuff from the US much cheaper before but I am absolutely certain that they are just giving you the price that it costs them. The response "Sorry international shipping is very expensive , and we do not set the prices. You might want to find someone in your country that has these ....andrew " is perfect. What more could you ask for? It just is not want you want to hear...

Wow, have I gone on and on. I really hope everyone gets some kind of resolution from this.

[capsule]

The last post was complaining about postage cost to Belgium. What do you think he is doing, trying to make a huge profit on postage to you? We get this all the time from potential customers from abroad. We get a request, put the weight and dimensions in our software for the couriers we use, get a number, send it to the customer and then 50% of the time get told we are trying to rip them off??? We make very small margins and if we did not charge something close to the real cost (Not counting staff costs and packaging materials) then we would lose money selling them the item. You may well have had stuff from the US much cheaper before but I am absolutely certain that they are just giving you the price that it costs them. The response "Sorry international shipping is very expensive , and we do not set the prices. You might want to find someone in your country that has these ....andrew " is perfect. What more could you ask for? It just is not want you want to hear...

Wow, have I gone on and on. I really hope everyone gets some kind of resolution from this.

Don't get me wrong, I didn't assume anything about them trying to rip me off, I just know for sure the items I wanted to order could have been sent cheaper with a little bit of research but right, it's probably not worth the effort for a 10$ order.

[Banacek]

Placed an order from Twisted Quarter on Sunday night, got it at my house today. Exactly what I ordered. Thanks!

[Dekieon]

I was planning on placing an order with Twisted Quarter for some T-molding and I spotted this thread and figured I had better read it.

I read every post and I appreciate that you posted the emails...In my opinion Twisted Quarter conducted themselves professionally. I don't see any problem here, other then that you wanted something outside of their policies, and when you didn't get it, you got upset and said something that made the whole situation worse.

I do understand how you feel and i may feel the same way had I spent that much money, but looking at it from outside the situation, I feel that twisted quarter wasn't in the wrong. They were willing to cover the cost of shipping, which likely would have taken a big bite out of their profit, possible even negate the profit to make you happy. They are a small company and they can't afford to eat those costs like a big company can.

After this post I can say that Twisted Quarter conducted themselves professionally and I will still be ordering my T-Molding from them.

[yotsuya]

I placed an order this past Wednesday and had it by Saturday. I'll continue to order TQ without hesitation.

[Heretik]

I, too, have made several purchases with Twisted Quarter. I've purchased items from their eBay auctions as well as their website and never had any problems whatsoever. They've even given me partial refunds on shipping when charged in excess of the actual shipping cost. A+ in my book.

[csnow]

Been gone a long time.  Glad all of you are happy with TQ  . 
Bank investigation awarded me my full refund awhile back.  Case is closed.

[mcseforsale]

Retail sucks.  It ruins hobbies.

AJ

[Dekieon]

Well I placed that order for T-Molding from twistedquarter and I am very pleased with the service so far.

Not only was the order filled in a timely manner, but the shipping was less then what I paid, and they refunded the difference to me. I never would have known that I over paid in shipping, and they could have easily just kept the extra but they refunded it anyways. This says a lot about the integrity of this company.

I am a very happy customer, and will do business with them again in the future.

[DLinkOZ]

I purchased a cap kit from them via eBay.  Everything was smooth and quick.  Found that one of the caps was the wrong value (decimal in the wrong place, it was 330uf instead of 3.3uf) and voltage only half of what was required.  Since it was an eBay auction, I sent them a note via eBay.  Nearly a week later and not a single response.  So my take is transactions are quick and easy, but customer service may be lacking a bit.  Recapped my monitor without replacing that single cap.  Everything works fine, but I really would have preferred a full rebuild since I had it all cracked open.

[yotsuya]

I purchased a cap kit from them via eBay.  Everything was smooth and quick.  Found that one of the caps was the wrong value (decimal in the wrong place, it was 330uf instead of 3.3uf) and voltage only half of what was required.  Since it was an eBay auction, I sent them a note via eBay.  Nearly a week later and not a single response.  So my take is transactions are quick and easy, but customer service may be lacking a bit.  Recapped my monitor without replacing that single cap.  Everything works fine, but I really would have preferred a full rebuild since I had it all cracked open.

I would have emailed them directly. I had an order where a speaker was missing. They responded the next day. They asked me to check the packaging. I did, it wasn't there. They sent me a replacement, no questions asked.

[DLinkOZ]

It was an eBay transaction, and eBay is very particular about their customers communicating outside of their official methods.  Had I been someone who did not know that they have an actual website, it would have been the only method of communication, anyway.  So the point of no response stands.  That said, I'd probably order again for a good price on a simple product where I was 95% sure it would be a slam dunk with no need for post-purchase communication.

[yotsuya]

Fair enough. Ebay's rules are pretty clear.

[Gray_Area]

---fudgesicle--- Ebay, yo. Now, I asked on there about a monitor bezel and I got a quick response. But if I hadn't heard back and been really interested, or been in your position, I wouldn'tve waited like a school boy.

[mcseforsale]

Can we kill this witch hunt yet?  I've ordered from Twisted (I think...who can remember) and I never had a problem.  Some x-actions just don't happen the way we want them to and $$ makes emotions hot.

It's a tie.

Squash the beef.

AJ

[ebarlow99]

I, too, have made several purchases with Twisted Quarter. I've purchased items from their eBay auctions as well as their website and never had any problems whatsoever. They've even given me partial refunds on shipping when charged in excess of the actual shipping cost. A+ in my book.

+1

[stavros693000]

 

[stavros693000]

I was planning on placing an order with Twisted Quarter for some T-molding and I spotted this thread and figured I had better read it.

I read every post and I appreciate that you posted the emails...In my opinion Twisted Quarter conducted themselves professionally. I don't see any problem here, other then that you wanted something outside of their policies, and when you didn't get it, you got upset and said something that made the whole situation worse.

I do understand how you feel and i may feel the same way had I spent that much money, but looking at it from outside the situation, I feel that twisted quarter wasn't in the wrong. They were willing to cover the cost of shipping, which likely would have taken a big bite out of their profit, possible even negate the profit to make you happy. They are a small company and they can't afford to eat those costs like a big company can.




there nothing wrong with wanting a refund when you get a dud right off the bat, I would want the same.

and as for them acting professionally what about TQ telling him he couldn't have a return because the package had been opened/installed.........
After this post I can say that Twisted Quarter conducted themselves professionally and I will still be ordering my T-Molding from them.

there nothing wrong with wanting a refund when you get a dud right off the bat, I would want the same.

and as for them acting professionally what about TQ telling him he couldn't have a return because the package had been opened/installed.........how else are you suppose to find out if it works   most of what Andrew said was exaggerated or all out BS...............the email transcript proves it.

im just glad this wasn't me................very unfortunate

ps........... spent an hour reading thread so thought I would give my opinion and test some posting fonts
you wont see me again here

[Mattg]

I have had an issue with them as well.  I bought a power supply off ebay from twisted quarters.  First time I ever used ebay.  The power supply blew up. I contacted twisted quarters and was told if I sent it to them they would repair it for free. I sent it to them and when I did not hear from them for two weeks I contacted them.  I was told it was my fault and they refused to fix it for free and I would have to pay for it. I reminded him that he offered to fix it for free so I would not have a bad experience my first time using Ebay.  He was very rude and told me it was not going to happen. I told him to just return it. He then told me I had to pay $25 for return shipping.   He was a real jerk and did not care.. The whole thing seemed like a scam.    I finally took my arcade into a repair shop and was told the whole thing was fried. the board is not longer usable . Thanks to twisted quarters my whole arcade is trash. I am done using ebay and I will never  buy from twisted quarters again.  They should not be trusted and no one should ever use them.

[yotsuya]

I have had an issue with them as well.  I bought a power supply off ebay from twisted quarters.  First time I ever used ebay.  The power supply blew up. I contacted twisted quarters and was told if I sent it to them they would repair it for free. I sent it to them and when I did not hear from them for two weeks I contacted them.  I was told it was my fault and they refused to fix it for free and I would have to pay for it. I reminded him that he offered to fix it for free so I would not have a bad experience my first time using Ebay.  He was very rude and told me it was not going to happen. I told him to just return it. He then told me I had to pay $25 for return shipping.   He was a real jerk and did not care.. The whole thing seemed like a scam.    I finally took my arcade into a repair shop and was told the whole thing was fried. the board is not longer usable . Thanks to twisted quarters my whole arcade is trash. I am done using ebay and I will never  buy from twisted quarters again.  They should not be trusted and no one should ever use them.

So did you wire the power supply incorrectly? Because if you did, that would probably fry everything. What happened?