Geez - I guess I've got to remember to ensure my purchases ship before letting you guys know about them !! -- yesterday afternoon I received an e-MAIL from arrowdirect :
From: Kevin Divis
To: John Fanning
Sent: Wednesday, February 4, 2015 2:13 PM
Subject: Arrowdirect.com order # 3400017138
Mr. Fanning,
Thank you for placing an order with Arrowdirect.com. Unfortunately, we do not have this item in our inventory at
this time. I will be submitting a request for a full refund to your account today.
We are sorry for your less than ideal experience and that there was not a better resolution.
Thank you and Have a Great Day!
Needless to say I was not real happy !! (esp. since I know why they were out of stock

)
So I sent them a reply and after several e-mails back and forth am satisfied with the outcome so figured I would post the rest of the E-mail conversation here for you all to see (They actually have a fairly helpful support team and are willing to assist even when the order is only $38 for 2 20 inch monitors.) It is a pretty long read so for those that do not want to take the time to read it a quick summary :
Seems they are having some problems with their website not updating after orders are placed and at time sell the same item twice - meaning they have to try and find substitutes if available or cancel orders. After talking with their support rep they made it right and I am receiving a HP L2065 (an S-ips 20" 4:3 monitor with good reviews and just missing the component and S-video connections) and a 2001FP (pretty much the same as the 2007FP but uses an external AC adapter (which I already have so not an issue)
For those that are bored and want the long version Here is the rest of the back and forth :
From: John Fanning
Sent: Thursday, February 05, 2015 8:52 AM
To: Kevin Divis
Subject: Re: Arrowdirect.com order # 3400017138
Kevin,
I sent you a reply yesterday after receiving this message but did not receive any further response so not sure if you
received it or not so am resending another reply.
Regarding the cancelling of my order - I am wondering why it was cancelled when your site still this morning lists
the 2007fp AS IN STOCK. Perhaps you only have one available and not 2 in which case I would think you would
send the one and only cancel the second or offer to substitute a comparible model (ie you also have one 2001FP
which is almost the same (though does not include an internal PSU so would require me to purchase an AC adapter,
or you have the 2007WFP which is the widescreen version of this same monitor.) or another 20" monitor (problem
being only a select few have the Composite video and S-video inputs which is what I mainly ordered this model for.
The problem with you cancelling this order is that the sale that I ordered under is no longer valid and thus
reordering is not an option as the cost for this same order if reordered would now be $106+ rather than the $38 I
paid -- So to say the least I am not happy with this situation and would expect that a better solution to this
situation could be found. I realize that problems arise at times and am willing to work with you but having an order
that has already been paid for ( and even if you do cancel and refund the payment it will be 4 to 6 weeks before
those funds are available to use due to the payment being process from my AMEX card through PAYpal which
means waiting for Paypal to process your refund and then notify AMEX and waiting for them to process it from
there.
So you are asking me to accept having my funds be in limbo for 6 weeks meaning I can not simply repurchase - and
then pay $70 additional in order to reorder replacement monitors for the ones I ordered and paid for while you
continue to sell this exact model to other customers ( As is evidenced by the screenshot I included with my first
reply and the fact your site currently (as of 8AM this morning) still shows the 2007FPB that I ordered INSTOCK).
Why can you not at least partially fulfill this order since you evidently still have stock and then either arrange for the
refund of the second monitors purchase or arrange for a similar product to be sent.
John Fanning
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From: Kevin Divis
To: John Fanning
Sent: Thursday, February 5, 2015 8:20 AM
Subject: RE: Arrowdirect.com order # 3400017138
John,
There was not a message from you in my inbox.
This issue was sent to me from a member of our sales team. When a situation happens like this they try to find
another exact replacement. In this instance there was not one there. The items that you ordered had a cosmetic
grade of b grade. This one you are referring to on the website is of a c grade and the sales member will never
down grade in any situation. This was passed on to me for a full refund. A case has been created and is in the
process of being processed.
Kevin Divis
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From: John Fanning
Sent: Thursday, February 05, 2015 9:35 AM
To: Kevin Divis
Subject: Re: Arrowdirect.com order # 3400017138
This is incorrect as shown in the PIC I forwarded along with the message and have again attached with this response
(take a look at the attached pic) the pic shows your notification of the cancellation and a screen of your site with the
same exact grade B monitor as IN Stock at the time I typed the reply and that same item is currently still showing
on your site as in stock. And it is the same B grade unit not a lower or higher grade. SO why can it not be sent at
this point ??
John
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From: Kevin Divis
To: John Fanning
Sent: Thursday, February 5, 2015 9:19 AM
Subject: RE: Arrowdirect.com order # 3400017138
We’ve had an issue with our website updating and I can assure you in this instance that we do not have this item.
I’ve done a search on my inventory list and we are currently out besides the one and only C-grade. My lead
suggested that you find anotheritem and we can have those sent to you.
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From: John Fanning
Sent: Thursday, February 05, 2015 10:41 AM
To: Kevin Divis
Subject: Re: Arrowdirect.com order # 3400017138
That would work -- I notice the one 2007FP is now showing OOS so I guess it was updated when you checked and
could not find it. I have added 2 suitable replacements in my cart (The discount code that was not working yesterday
and this morning now seems to be working again so the total price come out the same as the previous invoice.
It has one HP LP2065 20" monitor (
Ecommsku Value: 4E720F7945C929029C55836950C0CC75 )
and one widescreen version of the 2007 which is a different resolution and widescreen rather than 4:3 but as
mentioned since I need the composite input for the 1 screen this will work
Ecommsku Value: 472F9ECC6446502EF60B52C30E07E485
I included a screenshot of the cart (and have left the items in my cart ) in case you can not access it on your end - If
you can send these instead then that will work for me much better than having the order cancelled. Thank you for
the assistance in getting this worked out.
John Fanning
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From: Kevin Divis
To: John Fanning
Sent: Thursday, February 5, 2015 10:17 AM
Subject: RE: Arrowdirect.com order # 3400017138
The Dell 2007wfpb is not available! Is there something else you can find in the place of that one?
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From: John Fanning
Sent: Thursday, February 05, 2015 11:43 AM
To: Kevin Divis
Subject: Re: Arrowdirect.com order # 3400017138
As mentioned I kind of need the Composite video in on at least one of the monitors which limits the options but you
do show 2 of the older 2001FP (
Ecommsku Value: 1AD146C7400F75217555BDF1B10E1B1A ) in stock but they are for some reason more
expensive than the 2007FP which was actually a replacement for it ( the 2001FP uses an external Power source so
I will have to source one for it ) but it is the preferred 4:3 aspect ratio and has the composite input so would work if
it could be substituted. Not sure why the price difference between it and the original 2007FP ordered as it is pretty
much the same monitor except for requiring the external AC adapter which the newer 2007 has internally instead.
Unfortunately that seems to be the only other 20" that you have with composite inputs so if it can not be
substituted due to the additional cost, I guess the refund of the 2nd half is the only other option at this point and I
will continue to check back to see if new stock arrives and reorder later.
John
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From: Kevin Divis
To: John Fanning
Sent: Thursday, February 5, 2015 11:45 AM
Subject: RE: Arrowdirect.com order # 3400017138
Hello,
I got the 2001FP for you and the LP2065
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To :Kevin Divis
That's great -- Thank you very much for the assistance with this - I know it was a lot of time to invest in such a
small order but the help is much appreciated. Look forward to receiving them and will be ordering more in the
future as needed.
Hopefully they will get your website fixed soon so that it properly updates as units are sold so that you will not
continue to run into this problem. (FYI - you might want to ensure the 2007wfp is changed to OOS as it is still
showing 1 available ) - Have a nice day and again thank you for your help.
John