Jerry,
I took the ACER 4420 computer that you shipped to me AS IT WAS RECEIVED to a computer technician for examination. He opened the sealed box himself. Upon inspection, when the technician removed the computer from the box, he noticed that the DVD drive side of the computer was facing the outer edge of the box. It should have been packaged facing the inside center of the box. The foam pieces that held the computer in place inside the box were open ended. The outer edges of the computer were not completely covered by the foam. This allowed the computer to shift about during the shipping process. The outer edge of the computer was exposed to potential damage during shipment.
He diagnosed that the DVD drive was not seated properly to the connector inside the computer. The DVD drive could not be recognized by the computer unless it had power going to it. The single screw on the bottom of the computer that held the DVD drive in place was loose. According to the computer technician that examined it for me, this defect probably occurred during the shipment process.
The computer was fixed in less than 10 minutes. He re-seated the drive and tightened the screw holding the DVD drive in place. It was a very simple fix. The DVD drive now works properly. It identifies DVDs and plays DVDs. All lights are working on the drive and the drive opens properly when you push the button. The tray closes properly and is flush with the outside edge of the computer.
He installed Vista SP1 and all of the current Windows Updates in order to validate that the computer and the DVD drive was fully functional. This process took approximately one hour. He recommended that all computers should be double packed when ever they are shipped in order to prevent possible damage during shipment. He was surprised to see that you shipped the computer in its original box.
Your computer repair friend must not be very knowledgeable in notebook repair. The estimate you gave me of $200.00 was way off base. That would be the price for a brand new drive purchased at retail price; not for the price of re-seating an existing functional DVD drive that had become disconnected. It cost me $25.00 in labor to have the computer fixed.
I discussed this shipping situation with a UPS representative. According to UPS, electronics such as computers, cameras, and the like should be carefully double packed in order to prevent potential damage during the shipping process. UPS informed me that they will not cover items that are are damaged during shipment if they are not packed properly; even if the item has been insured.
I am not saying that you knowingly shipped the computer this way, but when the computer was received by my niece on March 9th, and by me on March 17th, it had been shipped only in its original box, with no extra padding for protection. The DVD drive was not functional when my niece tried to use it or when the computer technician first examined it. The method of shipment you used was not the recommended shipping standard for UPS. It should have been shipped double boxed, per UPS recommendations.
I am disappointed with this whole experience. I am dissatisfied with your lack of customer service, shipping negligence, and the lack of support for your product. You did not have the computer fixed once it was returned to you. You refused to send a replacement; you did not honor your description of the product in the auction. You stated that the computer was under warranty. Instead, you chose to take the easy way out and ship the faulty computer to me. You did not care whether the computer was functional or not. Once you had my money, your job was done. Is that why you requested IMMEDIATE PAYMENT? I assume so.
To date, I have spent a total of $446.84 on this whole ordeal. $395.00 to you for the computer, $25.00 to get the computer fixed, and $26.84 to ship it back.
Yes, I am sending the ACER 4420 back to you in full working order. The tracking number via UPS is: 1Z07EW660347715640. You should receive it March 19, 2009. I am having it shipped properly, according to UPS standards; insured for $400.00, double packed and padded in a second box.
You will receive a computer that has been fixed, (at my expense) with the DVD drive working as it should. Now you can sell the ACER 4420 to some other poor unsuspecting soul. If I were you, I would make sure that you pack your computers properly the next time to avoid the possibility of damage during shipment--again.
I expect a full refund of $395.00 to be charged back to my Chase Visa Card within a timely manner. Chase Visa has been notified of my complaint. If you fail to comply with my request, I will be forced to pursue legal action.
Sincerely,
Marla Lindley
March 20, 2009
Addendum Note: After I reported Jerry Fisher to PayPal and to Chase Visa with the above letter, I FINALLY received a response from the PayPal Resolution Center. PayPal has granted my request for a full refund of $395.00. I did not receive any personal response from him after I returned the computer to him, or when I sent him the above letter. It is such a shame that it had to come to this, but at least I am getting my money back. Any future buyers, BEWARE! All he wants is YOUR money.
