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Frequently Asked Questions about Customer Services

Frequently Asked Questions about Customer Services


| FAQ-General | After Placing an order | After Receiving an Order | Customer Services |
| Tech Support | How to Place an Order | International Orders | APO&FPO | Walk-in |
| Shipping | Products | Statistics | Archived Questions | Home | Go to Top |


We now use our HelpDesk to answer most customer-service questions.

  • How do I return a defective product for replacement?
  • Why do I have to pay shipping to return a defective product?
  • Why did you ship me a defective product?
  • How do I get my replacement fast?
  • Why is there a shipping charge on my return request?
  • How do I return a product for a refund?
  • Why there is a restocking fee on my return?
  • Why isn't my shipping charge refunded?
  • When can I expect my refund?

  • Something is missing in my order
  • Something is damaged during shipping
  • What I received is different from what I ordered
  • You may have charged my order twice
  • I returned the wrong item. How do I get my shipping back?
  • My package arrived one day late, may I get my shipping refunded?
  • I canceled my order, but it was still shipped
  • What's my order status?
  • I called your office but no one answers
  • I sent an e-mail twice but received no reply

  • Did you receive an order from me last week?
  • Could you send me the tracking number for this order?
  • What's my order number?
  • I can't track my order on your web site.
  • My e-mail address has changed since my order.
  • The billing address does not match that on the credit card record.
  • I want to add something to my order.
  • I received two confirmation e-mails for one order.
  • I didn't receive my shipping confirmation.


    How do I return a defective product for replacement?

    We make such a process as painless as possible. The first step is to call our tech support at 713-773-9696 to get some help and/or to confirm that the product is indeed defective. You may also visit our online troubleshooting pages to see if you can get the problem resolved. The second step is to file an online Return Merchandise Authorization (RMA) request at return.html. Follow the instructions there. The third step is to ship the product back to us. Please ship only the part that's defective. For instance, if you believe the power supply is defective, ship only the power supply but not the entire case. That would save you and us shipping cost and help us keeping our prices low.

    Once the product is received, we'll test it and then send you a replacement within 1-7 days after receiving the defective product. You'll receive another e-mail confirmation once the replacement is sent.

    Why do I have to pay shipping to return a defective product?

    This is a standard policy in the PC resale industry where there is only 5% gross margin. With such a low margin, those who experience defective products have to share the cost. Otherwise, the cost has to be spread across board, leaving only higher prices for all.

    We do pay for UPS Ground to ship replacement items back to customers. Customers are responsible for any shipping upgrades. To be sure, we have to pay the shipping of ALL defective products back to our vendors. In other words, whenever there is a defective product, we have to pay additional shipping twice (once to our vendor and once back to you).

    We would like to distribute products with the lowest return rates possible. For the same reason, we publish return rates of certain products on our web site to encourage customers to purchase only reliable products with low failure rates.

    Why did you ship me a defective product?

    There is just no way for us to tell if and when a product is or becomes defective without testing it. Unfortunately, we cannot test all products before shipping. It is universally agreed and understood in the PC resale industry that certain failure rates are expected for any and all products (like everything else in life!). When a defective product is detected, Directron.com does honor the warranty. However, Directron.com is not responsible for the loss of time, profit or any other inconveniences resulting from the defective products.

    Customers do have the option to pay Directron.com a $15 labor fee to have the products tested before shipping. When such an option is chosen and paid, Directron.com guarantees no dead on arrival (DOA) within 7 days after the products are received. In this period, Directron.com will pay for shipping both ways for any defective products.

    How do I get my replacement fast?

    To get a replacement fast you have two options.

    (1) If you received the product within last 30 days and the item is not CPU, memory, or system, you may consider ordering and paying for an identical item and having it shipped first. Then send the defective product back for a refund. Customer must pay shipping both ways for this arrangement. Make sure the product was received within 30 days and it is not allowed for CPUs, memories, or systems.

    (2) For products you received more than 30 days ago, you should consider contacting the manufacturer directly for a quick replacement. Delay could happen to your RMA going through us since we have to wait for the manufacturer to test, repair or replace. This is especially true for such items: video cards, motherboards, retail-boxed CPUs, and monitors.

    Sorry we no longer offer cross-shipping service.

    Why is there a shipping charge on my RMA request?

    Please just ignore it if you are requesting a UPS Ground shipping. The current version of our software does not allow zero shipping charge for such situations.

    If you choose "RMA Return" as the shipping method, the shipping cost should be zero.

    How do I return a product for a refund?

    If you received the product within the last 30 days (7 days for CPU, memory, and software), you may file an online Return for Credit (RFC) request at return4credit.html. Enter your credit card info on the order page if you want us to credit your original credit card for the refund.

    Please note that some restrictions apply. The following items are not refundable: opened software, used computer cases, and special order items. Unless the return was a result of Directron.com's mistake, a restocking fee may apply.

    Why is there a restocking fee on my return?

    Returned items often lose their resale value significantly, which adds our overall cost. To keep our prices low for all, we apply certain restocking fees to certain items. Our restocking fee is designed not to profit from the procedure, but to recover the cost and to discourage aimless returns. If an item can be resold at its full value, we tend not to charge the restocking fee. See Restocking Fee page for more details.

    Why isn't my > shipping charge refunded?

    Once we pay the shipping company, the shipping company would not refund us.

    When can I expect my refund?

    Refund or credit takes 1-7 business days to process. Keep in mind that the time a refund is issued also depends on how soon we receive the returned product and how long it takes for us to confirm and process the request.

    The hold on your credit card may last longer. If you have any question, you may have your bank call us to see if we can help to make the funds available sooner.

    Something is missing in my order

    Carefully go through the entire box or package. Sometimes, small items are placed inside the box of another item. If indeed an item is missing, please file an online Discrepancy Report at discrepancy.html. Follow the step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the discrepancy before sending a make-up order.

    Something is damaged during shipping

    Please file a Damage Report immediately. Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the damage before sending a replacement.

    What I received is different from what I ordered

    Please file an online Discrepancy Report at discrepancy.html. Follow step-by-step instructions there closely. You must file this report within 7 calendar days after receiving the order. We may call and use other means to verify the discrepancy before sending a make-up order.

    You may have charged my order twice

    We keep an online log sheet for all credit card charges. Our online transaction software does not allow charges to the same credit card twice. If such charges are confirmed, we would issue a credit quickly.

    I returned the wrong item shipped to me. How do I get my shipping refunded?

    We encourage customers to ship back such items by the cheapest way, and then to inform us as to how much the shipping was. We'll reimburse the shipping cost to the customer quickly.

    My package arrived one day after the estimated date, may I get my shipping refunded?

    It depends on the shipping method. UPS does not guarantee Ground shipping. UPS does not guarantee air shipment to residential address either. Unless it's clear that we can get the money back from the shipping company, the shipping is not refundable. Even if it's obviously the shipping company's fault, we must wait for the shipping company to give us refund before issuing the refund. It consumes our labor in filing such a claim. Shipping companies may take a long time to issue such a refund. Therefore, in reality, it is a difficult task to accomplish.

    I canceled my order, but it was still shipped

    Order cancellation works most of the time, but it can be difficult sometimes since the order processing process is so quick and automated. It requires human interaction, which is occasionally not that reliable. In such a situation, we suggest that the customer simply refuse the shipment. If you do refuse a shipment, please let us know when and the reason you did it. We are devising a way to make order cancellation more effective.

    What's the status of my order?

    Most orders are processed and shipped quickly. An e-mail confirmation should be sent on the same day for UPS and 1-2 days after for FedEx and USPS. If you don't receive any e-mail from us 4-5 days after you place an order, first check to see if you received an e-mail confirmation of your order. If you did not, that may mean that you may have entered a wrong e-mail address and the confirmation couldn't reach you. Most likely your order is on the way to you. We'll let you know the tracking number.

    If you did receive an e-mail confirmation, your order may most likely have been delayed. There are several possible causes for order delays: problems with order verification, item(s) out of stock, and problems with shipping companies. Here is a list of top-10 reasons for order delays: delay.html.

    I called your office but no one answers

    Our business hours are 9-6 Central Standard Time (CST), Monday-Friday. No one will be there answering phone calls outside the business hours. Our busiest day of the week is Monday. Whenever you can, please avoid calling us on Monday. Our office is also closed during most national holidays.

    If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and e-mail already have an answer at our web site. You may find the answer at our FAQs pages or do a search that's available on all of our pages.

    I sent an e-mail twice but received no reply

    E-mails will be replied only during business hours. Our normal e-mail response time is 2-48 business hours. During peak time such as Monday, response to emails may get delayed.

    If you have a question, please see if you can find an answer online at our web site first. 95% of the questions asked through telephone and e-mail already have an answer at our web site. You may find the answer at our FAQs pages or do a search that's available on all of our pages.

    Frequently Asked Questions for Sales Support
    Frequently Asked Questions for Tech Support
    Frequently Asked Questions on Shipping
    Frequently Asked Questions after an Order Is Placed
    Frequently Asked Questions after an Order Is Received

    Go to Top - Home


    Did you receive an order from me last week? I am not sure it got through or not. I was trying to purchase an Eastern subwoofer system.

    We checked our record and didn抰 find any orders under your first or last name. We are very sure that your order didn抰 go through. Please try to place the order again. If you have any difficulty, please phone us at 713-773-3636 for assistance.

    Could you send me the tracking number for this order? Order #1400.

    Here is your tracking number 1Zxxxxxxxxxxxxx. You can track your package on the home page of our web site, www.directron.com.

    I just ordered parts from Directron last night, however, I do not receive the order number on the e-mail you sent. Could you send me that? To make it clear I attach a copy of the message received from Directron.

    Your order number is xxxx. It should be in the subject of the confirmation e-mail, as Directron-xxxx.

    Hello, I am trying to track my package from you site. However, It does not work. Regards, Iman.

    When you try to track packages on our web site, make sure you enter only the order number but nothing else such as letters. We tracked your package on our computer and it worked. Attached is a copy of your tracking information.

    I placed an order (directron-1194) on 4/19. Since that time my e-mail address has changed and as a result I have not received a shipping notification. My old e-mail address was (? My new e-mail address is (?

    No problem! Here is a copy of your e-mail confirmation. We抣l change your e-mail address

    An order was received, but the bill-to address and zip code do not match those on the credit card record.

    This will result in a delay in processing your order since it will require further order verification before shipping. We may send you an e-mail stating: "Thank you for ordering from Directron.com. Unfortunately, you bill-to address and zip code do not match those on your credit card record. Please call us to confirm your order. We'll place this order on hold until we hear from you."

    I sent you an earlier email explaining that when I placed this order I lost my Internet connection before I was able to add the MB-PCC-ATXF card @ $7.00. I asked that this be added to my order and that you send me a confirming email. I have not received the confirmation of this add-on. If possible please include this item with my order. Thank you.

    We would be glad to add items to your order provided that we receive your request before 3PM, CST. If the additional items are small enough and are added to an existing package, we would not add shipping charge to your order.

    I'm e-mailing because I just placed an order on your web site and I received two e-mail confirmations with the time one second apart. I'm pretty positive I accidentally clicked the Submit Order button twice really fast, my finger was just a bit trigger happy I guess. If you could just delete once of the orders I'd appreciate it, if there's any problems please e-mail me back. My user account is "d?" - David S.

    The only possible way for people to place two identical orders by accident is by clicking the BACK button on your browser instead of the CONTINUE button on the order confirmation page and then accidentally clicking the 揚lace the Order button again.

    We would be glad to cancel one of the orders. The first order should go out today.

    I still did not receive my shipping confirmation e-mail. I tried and entered "1438" in the tracking utility at your web-site but UPS reports that "1438" is in invalid tracking number, which probably means that you did not ship my products, yet.

    It takes several hours for UPS server to send the shipping confirmation e-mail. It usually happens during evening hours. Please give it a bit more time for that to happen.

    In addition, your e-mail address has to be entered manually into the UPS computer in order for UPS to send you the shipping confirmation. Our warehouse might occasionally but rarely miss that. If that happens you should still be able to track your package on our web site the day after.

    More questions? Please check our HelpDesk.

    Related Items: | Customer Feedback |

    | FAQ-General | After Placing an order | After Receiving an Order | Customer Services |
    | Tech Support | How to Place an Order | International Orders | APO&FPO | Walk-in |
    | Shipping | Products | Statistics | Archived Questions | Home | Go to Top |




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