eCost refusal to refund defective software

See complaint.

From Orders@ecost.com:                  Sunday May 27, 2001 - 4:21:01

 

Dear S.,

 

My apologies for the inconvenience this has caused.

 

Unfortunately, eCost.com does not take back opened software under any circumstances as listed at our site www.ecost.com under the "help desk" and the shipping  and handling section of that page which states:

 

Software

Defective software products may be exchanged for the same title only. Non-defective software that has been opened is not returnable under any circumstances unless the manufacturer offers a Money Back Guarantee (MBG). In this instance, please directly contact the manufacturer of the software title. All software is subject to license agreements or terms established by the software publisher. Be sure to read and agree to the license before using the software.

Due to the software not being defective but incompatible with your current system, we are adhere to our policy in the hopes that you would understand.

We also have listed under our help desk the terms and services as such:

Except for the eCOST.com Return Policy, all of your rights and remedies with respect to your order, purchase, possession, and use of the products and services and all maintenance, update, warranty, liability, and any other obligations related to the products and services, if any, shall be governed by the applicable policies and procedures of the Suppliers.

In this case, Adobe would be who you would need to contact in the effort to remedy the problem.

Again, we apologize for the inconvenience.

Felicia Hackney
Customer Service Specialist
877/888-2678

        Additional Information:

 

Related eCost reports can be found at:

http://www.inquiry.com/pubs/infoworld/vol22/issue29/O13-29.asp

http://www.planetfeedback.com/sharedLettersList/0,2941,100352-53-0-0-20-0-fb_date-desc,00.html

 

FINAL OUTCOME:

The matter was successfully disputed through the credit card company (Continental Chase MasterCard). Credit was provided by the credit card Company. Thank you. A clear sign that such approached must be denounced and pursued to obtain satisfaction.

 

Note:

 

This information is posted in order to warn consumers of the business practices of eCost. It does not serve any other purpose. As indicated above, we have been very happy with eCost’s services until recently. It is appalling that a business would decide treat so a good repeat customer.

 

If you want to contribute to document, corroborate on similar issues, please submit contributions or testimonials.