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.
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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
>>>>>>
>>>>>>
>