Directron Store Statistics - Our Mistakes-Best Computer Online Store Houston Buy Discount Prices Texas-Directron.com

Our Mistakes

We know we are not perfect, yet. That�s why we try very hard to improve our web site, product offering, and services further. We want to be the best out there, including the way to handle internal mistakes.

Here is a list of mistakes we sometimes make and how we correct them. Currently these are affecting about 1% of all our orders. We sincerely apologize if your order happens to fall into that 1%. We understand your concern and hopefully this list will help you during such situations.

Please file a Discrepancy & Damage Report in the event of our mistakes.

Item shipped was different from what was ordered. This often happens on cables, adapters and other "small" items. It could also happen to items with different but similar models. For instance, Abit BE6 motherboards come in Revision 1 and Revision 2. WD and Seagate may have three models of different specs of approximately the same size of hard drives. The reason for the mistakes is largely due to the fact that our warehouse operation is not sophisticated enough yet. We are working diligently on improving our warehouse technology and operation to improve the Quality Control.

Correction: You must report the discrepancy within seven calendar days after receiving the goods. We may conduct an investigation to confirm the discrepancy. We may offer incentives for customers to accept the item(s) received. If an error is made in shipping and the item received is not acceptable, we typically will pay for shipping the wrong item back to us. The most efficient way to do it is for customers to ship the item back and let us know the amount of shipping expense by mail, e-mail or fax. We'll refund the amount as a credit toward customer's credit card. We prefer using the most inexpensive way of shipping. In the same time, you can get an online RMA order placed so that we can ship you the replacement. Shipping is free if the shipping method is the same as you paid. This policy does not apply to situations when a problem occurs beyond Directron.com's control, such as damage during shipping and manufacturer defect.

Yes, we can arrange UPS call-tag to pick up the wrong items from the customer's site. That, however, will require much more manpower to process and follow up. We currently do not recommend it.

Return for a full refund or credit is also an option, although not preferred.

Item shipped is inconsistent with what's described on the web site. This often happens because: (1) we sometimes are late in revising the item description, picture, and title; (2) the description is vague or misleading or; (3) we simply made an honest mistake on the web site. Keeping all 800+ items online current and updated has become an increasingly demanding task. Once a problem is identified on our web site, we can often correct it very quickly.

Here are some examples of such situations. We sometimes use pictures of retail boxed products for items that are actually OEM. Even though words such as "Retail box is shown, but OEM version is sold" is used in the description of the items and "OEM" is clearly marked on the title of these items, certain customers sometimes miss this and think they are ordering a retail boxed product with printed manual and instruction. We are working toward making the pictures we use to reflect accurately the product we carry. We are also encouraging customers to use our online installation guides and trouble shooting tips on OEM products. Misunderstanding may also occur since we sometimes use multiple brands interchangeably for certain items. The actual brand shipped may vary without notice.

Once identified, we often revise our web site immediately to prevent misunderstanding in the future.

Item(s) missing on order. Check the quantity of the item you ordered and the quantity of items you received immediately after receiving your packages. Report any discrepancy by e-mail or telephone within 7 calendar days after receiving the packages. Sometimes, items may be shipped separately, especially the drop-shipped items designated as "ds" in the title of such items. Take a look around the packaging for small items. Microprocessors may have been mounted onto the motherboard for protection purposes during shipping. Memory modules may be placed inside a motherboard box. Case fans may be placed inside the case box. Certain items may have been back ordered as marked as B.O. or B/O on the item. Also, please check your invoice for check marks and/or serial numbers, which refer to the missing items.

Correction: We'll have to do some investigation when this happens. Once confirmed, we may ship the missing item(s) immediately by the same shipping method on the original order. Shipping upgrade is possible on a case-by-case decision. It is often cost-prohibitive to ship heavy items by second-day air or next-day air. As a long-term solution, we are adding more Quality Control procedures in our warehouse operation to prevent such mistakes from happening.

Wrong shipping method was used. This is very rare since we implemented a new shipping procedure. For instance, we may have shipped an order by Ground when a customer actually requested a 3-Day Select. Sometimes, changing the shipping method is necessary if the shipping method chosen by the customer is not appropriate. For instance, UPS does not deliver to P.O. boxes. UPS Ground does not deliver to non-continental USA locations such as Alaska and Hawaii. We often contact customers before making such changes.

Correction: We can often refund customers for the difference in price between the shipping methods. If the mistake results in a delay that makes the product no longer acceptable to the customer, we'll give customer full refund and pay for shipping the items back to us. Alternatively, customer can refuse the package at the time of delivery.

Credit card charged twice. This happens very rarely. When it does, it happens almost exclusively on orders with Credit Card via Phone payment method and/or when a credit card is charged manually. Our on-line charge system does not allow charging the same credit card more than one time for the same order and leaves a good record of charging history. Manual charge is more susceptible to human error.

When a credit card is used on-line but is charged manually, it is possible for two "charges" to appear, while one is for authorization and one is for the actual charge. The hold on funds from the original on-line authorization may not expire in 30 days. This situation is not a double charge. Online credit card authorization automatically allocates the funds for the transaction, but that does not mean that the credit card has not been charged nor have the funds been sent. We do not know how to get the hold on funds released. We suggest that customers ask their banks to contact us, should there be any problems.

It is also possible that one of the charges has been credited, but the credit shows up on a later date.

Correction: Once informed, we'll launch an immediate investigation to confirm the double charge. Once confirmed, we can credit or void one of the charges immediately. Sometimes, the investigation/credit procedure may take 1-2 weeks to complete. To speed up the process, we sometimes ask customers to fax a copy of the credit card statement showing two charges.

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