While cooldrives.com appears to offer some innovative products, their apparent lack of basic business concepts is simply stunning. I do sales and marketing for one of the largest electronic component manufacturers in the world. If I, or one of my distributors were to send an email to a customer as the one posted above, the corrective action would be substantial. It is unfortunate indeed if some of these comments are unwarranted, but I find that unlikely and I am not willing to risk it – especially (in cooldrive’s words) in this economy.

At http://www.cooldrives.com/info.html, they actually say :
“Maxtor, Western Digital, Seagate and many other storage suppliers, have been buying our items since 1998. Before designing a unit of their own, they first test our technology for stability and compatibility.”

So WD and Seagate, two big names in the IT industry, need help in testing from a guy with a stupid Yahoo store? YEAH RIGHT!

We think you have the wrong mind set to understand our side of the story. After all, you manage a bias negative review website without concern for the other side of the story.

If I had no concern for the other side of the story I would not have approved your comments.

In the meantime, when you have a moment, please take a picture of our item and post your own image instead of using someone else’s work without permission. We are sure our enclosure has served you well.

No it did not serve me well. I threw it away so I cannot take another pic but I have removed your image as requested. I asked simply if you could tell me where I could get another fan because I could not afford the lost time to send it back to you. You were rude so I threw the enclosure away and bought a Lacie.

We think you have the wrong mind set to understand our side of the story. After all, you manage a bias negative review website without concern for the other side of the story. Your small cooling fan failed and you declined to ship it back even though the unit was under warranty. So, yes, you are the one to blame for your actions. You declined to send the item back for warranty repair and elected to use our intellectual property (you stole our image and posted it on your website without permission) and write a single-sided blog with no control over inappropriate and or false postings.

In the meantime, when you have a moment, please take a picture of our item and post your own image instead of using someone else’s work without permission. We are sure our enclosure has served you well. You are one of a handful users that had problems with this model.

In your eyes, we are the one to blame. We asked you to send the item back so we can confirm your claim. This only makes sense. Offering this type of service is a lot more than most retailers will offer.

We actually learn from failure and when a defective item comes in, it takes money and time to process a return. It takes more money to ship out a replacement/repaired item after confirmation of a problem. We have no issue with this, however, we do have a issue when a staggering majority of returns are for refund of used/abused items that someone simply decided he/she no longer wanted. After reading our strict policy (“All enclosure sales are final”) some customers resort to committing an act of fraud just so they can get a refund (i.e. Chargeback).

We have videos and pictures of all of our returns to prevent this type of behavior.

Our part suppliers need to learn from their mistakes as well so they require for us to send them defective items for their inspection (i.e. noisy/failed cooling fan). This may come as news to you and all others but we actually do care about the quality of items we sell. We innovate more than any other company in our field. By innovating, we also expose ourselves to new and hidden incompatibilities in specific applications that our customers may experience with our equipment in the field.

We actually protect ourselves and do not follow the typical consumer/retail outlet philosophy of customer is always right. We believe everyone is right when they are right, and they can be wrong on occasion.

Sorry we do not subscribe concept of making all customers happy. We are fully aware there are a few people set in their ways, and there is nothing we can do about it. We will not waste our time to make them into a better person… it’s not our job.

If you defraud, lie, cheat or steal we will treat you in the matter that you deserve to be treated. When we make mistakes, we do apologize and take responsibility for our actions. We provide great customer service for those who ask for it and/or deserve it. Our customer service is provided to those who do not commit acts of fraud against us and/or our company.

We are also fully aware that not everyone can be pleased. Numbers do not lie. 100, 200 or even 500 bad reviews do not compare to the ratio of good reviews/filled orders for our many satisfied customers. 500 bad reviews to our vast number of positive reviews would put us at the highest ranking for customer service on the web today.

We have your communication on file if you wish for us to post it online?

Hey BT: Here is a tip for you. Rather than resorting to “fight off people” you might consider doing whatever you need to do to please a customer who is unhappy. Ship a new product. Refund the credit card and offer a coupon. Be NICE! Apologize. Ask what you can do to make up for the problem. You’d be amazed at how those unhappy customers become evangelists for your company.

Then you’ll find yourself with lots of online praise rather than a blog post with 65 negative comments about your company.

Posting Part of your story and not letting people know that you lied to us and tried to cheat us is not fair to any person and or company.

We are sorry to see you are still posting false information online, since we have proven to you item has a microphone and it works exactly as described and yet you wish to degrade our name and post false details. We have no choice but to protect ourselves and release your inaccurate and false communication with our customer service dept. so others can judge who is the party at fault.

We pay for our mistakes, take some responsibility or go back to School (you did lie about the microphone and the audio capability of this item). If it did not work for your application, all you had to do is READ and follow Policy to send item back to our Florida Lab for retesting and confirmation of your claims. We are people as well and yes we do live up to everything we post online and when we don’t we make it right.

It is very sad that we need to fight off people like you, more often now in this bad economy than ever before.

Regretfully,

BT

Buyer beware. From my experience and those of the posters above me, it seems clear that this seller does not care about the customer and thinks we are all idiots.

I will never buy from them again.

——
Hello JOHN,

Regarding Your Order 459420 placed on our site USBGEAR. We did not receive the driver disk along with your return. We cannot process the return fully without all the included accessories. If you do not have the disk any longer, or cannot find it, a restocking fee of 50% will be applied.

———-

A driver disk was NOT included. That’s one of the reasons we wasted two hours fooling with it.

JA

———

TECH:All these adapters come with a CD from the MFG. We stand behind their Q.C.

I will foward your claim to my supervisor for review.

SCOTT

———-

You are calling me a liar. I’m going to charge this back with my credit card company and file a complaint if you do not refund in full.

JA

———-

TECH:We have images of all returns, yes at this point we are not able to accept your incomplete return for a full refund since you did not follow our simple return policy

If you commit fraud and do a chargeback you will loose all privacy rights and we will also post your info online

how is that for an idea?

would it just be better for you to find the missing parts that you did not return and send them back?

Please Take a moment and you decide how responsible you will be.

Best Regards,

Amir

———-

Your customer service is the worse that I have ever seen. Have you ever heard of Zappos, a company soon to reach $1B in sales? You might want to spend some time researching their customer service model.

In any event, if you do not make a full refund I will charge it back, and I will do all of the things to you that you threaten to do to me — and more. Let the games begin.

JA

———-

TECH:Are you saying that you have defrauded Zappos before and did not have any consequences?

We have no problem with our customer service, the problem is some of our customer lie cheat and steal. We have been in business since 1997 and have only a handful of bad reviews out of 430,000+ customers, so I think your scam will not work with us.

No Game, just a customer that does not wish to follow policy. Just wanted to let you know we are pleased that there is only very few of your kind.

Good Luck to you and your ways

Amir