Product Purchasing Problems
On May 13, 2005, I purchased from the IBM website, a bluetooth daughter communicaiton daughter card, number 91P7319, and an antenna cable assemply, number 13N5179. I made the purchase with a VISA card as indicated below. I received an automated response to acknowledge my order within seconds:
Dear Brian Puccio,
Thank you for purchasing from ibm.com. Your order information is included below for your reference.
To get order status, visit our website: http://www.ibm.com/shop/orderstatus
Order Information:
ibm.com confirmation number: 40149896
Order date and time: 05/13/2005 1:20:37 AM GMT
Your payment method: VISA Credit Card
Qty. Part no. Description Item Price Line Total
---------------------------------------------------------------------------------------------------------------
Individual Items
---------------------------------------------------------------------------------------------------------------
1 91P7319 MODEM DAUGHTER CARD FRU $64.00 $64.00
1 13N5179 ANTENNA CABLE ASSEMBLY FRU $5.62 $5.62
===============================================================================================================
Shipping $13.50
Tax $7.29
Total* $90.41
Your billing address:
Mr. Brian Puccio
876 Grand Blvd,
Westbury, NY, 11590
United States
brian@brianpuccio.net
Your shipping address:
Mr. Brian Puccio
876 Grand Blvd,
Westbury, NY, 11590
United States
brian@brianpuccio.net
A little pricey, but I knew when purchasing my laptop that IBM was on the expensive side, but you got what you paid for; quality service and parts. However, half an hour later, I received an email from Dai Pham indicating that the specific item I ordered had been discontinued, phased out and replaced with a new item:
Mr. Brian Puccio,
We have received your IBM internet order, but unfortunately were unable
to process it. Part number 91P7319 that you have requested has been
replaced with part number 27R1880 at a price of $62.00. This Quoted
Price is valid for THIRTY DAYS from the date of this Email. These
prices are for the parts only; they do not include shipping and handling
charges, which are $13.50, or applicable taxes. Your approval for
purchase of the replacement part number is required to continue
processing your order. Please contact us via email with your approval
or cancellation request.
Thank you for using IBM's on-line parts ordering.
Dai Pham
IBM Internet Orders
FSO PARTS ORDER CENTER
2020 Technology Parkway
Mechanicsburg, PA 17050
(800) 765-5944
Daipham@us.ibm.com>
OK, no problem, probably a small revision in the product or a vendor change or something, whatever. Plus, I save $2.00 in the process. No problem. I replied to the email that afternoon, May 13, 2005, and indicate that I'm fine with the change. But, I got this in reply on May 16, 2005:
Here's Tech Support # 1800-426-7834 .... verify with them to make
sure......respond for me if u still want your part ship out....I still
wait 4 your approval or cancellation.
Wow.
I have nothing against being helped by someone who speaks English as a second, third, fourth or even fifth language. But this? Come on, at least pretend to be professional. Fine, I'll call. I spoke with someone who didn't give a name, but they put my order through. However, I'm not out of the woods yet. On May 17, 2005, I received the following email:
Mr. BRIAN PUCCIO,
We have received your IBM internet order and are sorry to inform you
that your part number 27R1880 has been placed on back-order do to lack
of stock. It will be filled as soon as stock is available.
ORDER CONFIRMATION: 5KN201
Shipping and handling fees of $13.50 and any applicable sales tax will
be applied to your order. All parts sales are final and come with a
90-day warranty. If you have any questions pertaining to your order
please contact us via phone or e-mail.
Thank you for using IBM's on-line parts ordering.
Dai Pham
IBM Internet Orders
Field Service Operations (FSO)
2020 Technology Parkway
Mechanicsburg, PA 17050
(800) 765-5944
Daipham@us.ibm.com
You couldn't tell me that it was on back order either when you told me I needed a different product number or when I called to approve the switch? Thanks for nothing, guys. A few weeks later, my bluetooth communications daughter card arrives in the mail. I installed it and it worked fine.
Financial Fuckups
As mentioned above, I paid for this entire order by credit card, my initial email from IBM even says so. However, two months later in July, I received a past due notice from IBM, indicating that my bill was past due. I figured it was a glitch, threw it out and went on with my life.
On August 16, 2005, I received another letter. The letter indicated that I should either pay the outstanding amount or contact Jacqueline Kalfayan about my account. I called that night, but she was already gone for the day, so I left her a voicemail with a request that she call me back as soon as she could the next morning. I provided her with both my work number and my home number. By 11:00 AM, she had called neither. I wish I could delete voicemails from people I didn't want to talk to at my job, especially ones from people who pay my salary.
I explained to Jacqueline Kalfayan that I placed the order on a VISA card and had no idea why there should be an outstanding balance. I told her that I reviewed my online banking records and confirmed that my credit card had not been charged. I asked that my outstanding balance be paid by credit card and informed her that I would not be providing my credit card number over the phone due to various security reasons. She advised me that my credit card wasn't charged and could not be charged becasue she cannot accept my credit card number over the phone and their system does not store credit card numbers. I told her I was very aware of credit card information being stolen by thieves. She assured me that if I wrote a check for the parts, that the account would be closed and my card would not and could not be charged. I consented, even though I hate writing checks. I asked her to please email me a copy of this bill that I've never paid and she did. It was attached to this email:
Hello Brian,
Below attached is the invoice discussed earlier. Do not hesitate to
contact me for any further inquiries.
(See attached file: .tif)
Thank you for your patience, and again, I apologize for any inconveniences.
Jacqueline Kalfayan
Accounts Receivable Representative, US SMB Centre
Phone: 888-245-5572 (Ext. 5776), Fax: 800-314-1092
Tie-Line: 210-5776, Internet: jkalfaya@ca.ibm.com
Want to manage your accounts OnLine?
Invoices OnLine:
http://iol.dbexpress.net/am/us/en
Inventory Online:
https://www.ibm.com/support/operations/inventory
Attached Bill
I wrote the check that very night to IBM, and I even paid the late fee, even though I don't think I should have had to. I really didn't want to be bothered over $2.00 and I already knew IBM wouldn't see another sale from me again. Everything was fine until IBM decided to both charge my VISA and cash my check. Both transactions went through yesterday, September 2, 2005. I have already called Jacqueline Kalfayan and sent her this email:
On Wed, 2005-08-17 at 11:23 -0400, Jacqueline Kalfayan wrote:
> Hello Brian,
>
> Below attached is the invoice discussed earlier. Do not hesitate to
> contact me for any further inquiries.
Well, Jacqueline, it looks like you guys did exactly what I was afraid
of happening, you charged my credit card after you cashed my check.
I've attached two screenshots of my online banking. They indicate that
a charge for the original amount as put through on my credit card and
that the check written for the amount (plus the late fee you guys stuck
me with, thanks for nothing) was cashed.
Now I've paid twice, including one late fee for a part received months
ago. I need this charge gone by Wednesday, September 14 at the latest,
or I will be filing for a charge back. I'm already in communication with
my bank and Visa regarding this matter.
My phone number is 516-782-2133 and my work phone number is
516-***-****. I need a phone call from you as soon as you get in the
office to indicate that you understand I've now paid twice (something I
spoke with you about and something you explicitly promised me wouldn't
happen) AND that you will have this fixed by Wednesday, the absolute
latest.
Brian Puccio
(I don't feel it is appropriate for me to put my employer's telephone number here, even though it isn't top secret.)
If I don't hear from her, I'll have my bank run a charge back. I'm filing a complaint with VISA anyhow, my credit card number should not have been retained by their system. Its reasons like this that IBM won't be getting any more business from me (and hopefully after reading this, you won't either) and that credit card numbers are stolen from incompetant merchants.
Gah!
