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Ultraproducts *Ultra Xconnect* RMA Policy = Worst ever, scary even

A

Abrasive

Golden Member
I bought the 500 Watt Ultra Xconnect from Zipzoomfly.com on 02-19-05.

It ran fine for 60 days. It died yesterday, out of the blue, while I played CS:S.

I tried a few things and the PC would not power on regardless. I had another PSU I had bought for another system and I put it

in and was up and running in a few minutes.

Zipzoomfly has a 30 day return policy. So returning it there was not an option. I can read thier website policies and

accepted that.

I looked at Ultras website and emailed Customer Service, who have no weekend hours, and asked for an RMA.

I got an email this morning from thier Customer Service department telling me to call an 888 number. I call and speak to a

customer service representative (edited to not piss off the CS out there). He explans that since I did not buy my PSU

directly from Ultra Products website ( http://www.ultraproducts.com/) then I will have to first pay for a powersupply to be

shipped to me from Tiger Direct using my credit card, then they will email me an RMA # within 3 days (?), the new PSU

will be shipped out within the week and I will then be refunded by Tiger Direct for the new PSU after they have

received the dead PSU unit I will return. This is thier stated RMA policy! They then asked for the last four digits of my

social security number!

I then asked if like all big industry manufacturers they would allow me to send the dead PSU back, at my expense, and they

would be able to ionspect it and then provide a replacement to me. He said NO that is not our policy, he did not make the

policy and I had to do it the Tier Direct way or no way at all. Very rigid.

This has got to be the shadiest, most ridiculous and disturbing form of RMA I have ever heard of. At that point I would give

this company a 0 for thier effort at customer service and a 0 for caring about the customer. I would give the customer

service agent I spoke to a 0 for intelligence and sincerity. His computer crashed while we spoke, he could not type fast, he

sputtered when I objected to this policy. I am utterly and deeply disgusted by this experience and shall do my best to spread

the word about this horrid customer service and policy. I have had to obtain many RMA's from many comanies, Antec, Soyo, DFI,

Gainward, on and on. I HAVE NEVER EVEN HEARD OF ANY COMPANY THAT TREATS ITS CUSTOMERS IN SUCH A SHABBY WAY!


Update: 24 hours later.. I found my way to the Ultra Foums - http://ultraproducts.com/forum/ where I was helped by

"Mr. Clean" ie: George in an efficient manner.

He said that the policy I have stated above is the rule but the customer is right and should the need arise a rule can be

broken. He offered to ship the new PSU out, cancel the charge to my credit card, which had occured ~:| and then sent the

tracking info for the PSU that was in transit. While this is all very nice there are issues with the process I think that

will continue to come up in the future.

Why did I not receive this tracking info when the package was shipped yesterday? Why was I still waiting on an RMA number?

Though George was very helpful and I have some good news I am still weary of the process and feel it could be a lot better.

So if you have RMA issues contact the forums or call direct - George - 888-333-8900

The link to the forums is not in the top bar of the Ultra site is at the bottom of the side nav as of this date. No wonder I

couldn't find it as I was not scrolling the side bar shopping for products I was looking for customer service.

I know "Some people you can never please". I am very pleased but still uneasy about the process I personally experienced.

Maybe others will have better luck and this experience may even help the process.
 
I've been trying to warn people about Ultra but many seem resolutely unteachable... What a lovely RMA policy. I'd call the FTC and their state's Atty General and have them up their butts so fast it'd make their head spin! I'd still try to RMA it via ZZF even though the period is up.

Wise people stay far away from Tiger Direct, Systemax, Ultra Products, Infotel and any other pies they have their grubby fingers in.

Hey JohnnyGuru,
. Tell your friend that works for them to get away quick before their stink rubs off on him.

.bh.
 
so wait, you can't send it back and have them send you a new one? or do you want them to front you one first? that's how the hdd manufacturers do it if you want a new drive sent to you first, they hold it on your CC until the new one is returned. afaik it's pretty standard practice if you don't want to wait as long.
 
Originally posted by: fisher
so wait, you can't send it back and have them send you a new one? or do you want them to front you one first? that's how the hdd manufacturers do it if you want a new drive sent to you first, they hold it on your CC until the new one is returned. afaik it's pretty standard practice if you don't want to wait as long.
Click to expand...

sounds right to me, but why is tiger direct involved?

i had to RMA an lcd thru hyundai and they "advanced" rma me one and held it on my CC until the defective is returned.
 
Glad I returned my Ultra X-Connect 500 to ZZF before the sh!t hit the fan. I got an OCZ Modstream instead. 😀 :thumbsup:
 
Why is Tiger Direct involved? Because Ultra, Systemax, Infotel, Tiger Direct is all the same thing... Figures they'd try to find a way to make money on RMAs (ever hear of the "Time Value of Money").

.bh.
 
Why was TG involved? Good Question. No the CS guy said that was there policy, I asked if I could send the dead one back they said no yesterday. Today I got treated right.

OP Updated above.
 
Originally posted by: Zepper
Because Ultra, Systemax, Infotel, Tiger Direct is all the same thing...
Click to expand...

...are you serious?

gotta tell me friend about this, he is planning on buying a whole system from tiger
 
i have had a bad tiger direct experience myself. i was gonna order my amd4000 from them. there website said it was in stock. i was getting oem version but the guy said i have to order a cooler fan from them or they wouldnt warranty it. it was 20bucks. so guess what they shipped the processor cooler seperately. and i waited at least 3 days for them to get processor in stock never came so i canceled the order but still spent 20bucks for a fan im not using. why would they send the fan without the processor in the same box? i sure as hell wont shop from tiger direct either and will tell people not to as well.
 
Originally posted by: Zepper


Hey JohnnyGuru,
. Tell your friend that works for them to get away quick before their stink rubs off on him.

.bh.
Click to expand...

He's pretty happy, actually. 😉 I had asked him that if they wanted to differentiate themselves from Tiger; why would they use Tiger's support "team" (I can only use the term loosly) for their RMA process. He simply said, "there's not enough support issues and RMA's for Ultra product alone to justify staffing an Ultra exclusive support team."

It's a bummer because not a lot of people have good things to say about Tiger's support. Then again, not a lot of companies put their necks out and put up their own support forums either. 😉

 
Originally posted by: Tyrant222
oh god i laugh at people who use tigerdirect
Click to expand...

I've gotten so many Cables-To-Go products and SanDisk memory cards for free after M.I.R... It IS worth laughing over. 😉

Hell... I've even got a 17" LCD on a wall mount arm I bought from TigerDirect. After rebate, I couldn't even get the stuff for COST for as cheap as I got it for and when you're a reseller, you can't use M.I.R's for the stuff you buy through the channel. 🙁 Sure, they give you "instant rebates" for some items, but the savings just aren't the same.
 
Originally posted by: Nek802
Originally posted by: Zepper
Because Ultra, Systemax, Infotel, Tiger Direct is all the same thing...
Click to expand...

...are you serious?

gotta tell me friend about this, he is planning on buying a whole system from tiger
Click to expand...

Yeah, warn him, and hopefully he wont get hosed. My friend bought the parts several years ago for a P3 900 machine, fairly high end at the time, for good old Tiger. First box comes with the case. Right case, wrong color! Ok, who really cares. Then the next day three more come and he opens the box with his mobo and it's wrong too, a cheaper one and the wrong brand! The CPU was what he ordered, but the video card was the wrong brand and the sound card was a cheaper model too. Modem was correct, CD burner was actually a better one, IMO, but my friend had something against whoever made it, so he was upset about that too.

His CC was charged for what he ordered. After checking prices, Tiger owed him about 55 bucks for the differences in prices involved. He called them and they got kind of short with him and told him they would look into it and call back. They don't, so he has to call them and the guy on the other end got very hostile. My friend finally wanted an RMA for all of it, or Master Card was getting called. "Fine, call them, he said and hung up!" MC got called and a week later, all his parts were sent back, and my friend ordered all the stuff from someplace else, I can't remember what it was now. It cost a little more, but he got EXACTLY what he ordered.

I use NewEgg, ZZF, and Monarch and have no problems..so does he..
 
if that is their policy it is pretty shady. you should have the option of sending in your defective parts first. glad to hear they are taking care of you tho.
 
"They then asked for the last four digits of my social security number! "
They wanted your SSN, or part of it? What in the world for? Are you sure that they weren't just asking for the last four digits of your credit-card number? That often happens, for merchants requesting them as "check digits" or something. Truely, truely, bizarre if they actually wanted your SSN.


 
why would you buy that psu cant you read reviews that thing is terrible everyone knows you dont buy from tiger direct or buy that psu it seriosuly got like the worst rating.
 
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