A Matter of Fax www.amatteroffax.com Review

Overall Rating

I recently ordered from them a 2GB DDR PC2700 kit from them for $58.58. I received it yesterday and attempted to install the memory in my desktop PC only to find that it didn't fit in the DIMM slots. Upon closer examination I found that what they sent me was DDR2, not DDR, which has a slightly different form factor.

I called their support line and explained the situation, requesting an RMA. The script reader there said they could not accept an already opened software package. I explained to them that what I had was not software but hardware. The lady replied that they still couldn't accept it once opened because I could "infect it with a virus".

I don't know how one would affect a memory chip with a virus....I mean, perhaps she picked up on the fact that I was getting over a cold and meant that I would actually PHYSICALLY infect it with a biological virus.

With this level of frustration I asked for a supervisor. The supervisor who would only give me a name after much persistent questioning, also refused to give me an RMA saying that their Return Policy would not allow for me to return the product.

I had the Return Policy on my screen and asked the customer services agent to kindly point out where it says in their policy that I could not return my incorrect HARDWARE product. He proceeded to quote me the paragraph under the "Software" section of the policy that talked about opened product. I explained (a bit frustrated now) that I had a hardware memory that I wanted to return, not software. He said "Yes, but I just read to you why we can't take it back...we can't resell it when it's been opened". Again I pointed out that what he read to me applied to software only and then quoted him the first paragraph of their policy:

"If you are not satisfied with your purchase you may return it for a refund (excluding shipping, handling, insurance charges, and a 17.9% restocking fee- fifty dollar minimum) or exchange, within ten days of purchase."

He countered that with the first sentence of the next paragraph which states:

"All items returned are subject to our inspection and manager's approval."

So in fact, the entire policy is undermined by the seemingly one-sided flexible objectivity of the vendor.

My persistence in pointing out that his reason for refusal was based on the content of the Software section of the policy eventually prompted him to say that the paragraph in question also applies to non-software opened products as well. Unfortunately I am not well-trained in recognizing the liberal interpretations of Return Policies that say one thing and imply another.

I will NEVER use these guys again!