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Greetings.
I am writing this to tell you of a customer service problem with TigerDirect which has not been resolved.
First, some background information. I am the IT Manager for the City of Fitchburg, Wisconsin. As the sole IT employee managing all technology (network, PCs, phones, e-mail, cell phones, web, etc.) for the City, I’m busy. Really busy.
I ordered some laptops late last year, but I didn’t get a chance to install them until the spring. When I opened the box for one of them, the laptop - a Dell Latitude, system tag #78SW821 - was missing. Everything else - power supply, CD drive, docking station, etc. - was in the box.
I told my rep (tania.bright@tigerdirect.com) about this, and she told her manager, and we spoke on the phone, but it was never resolved.
I should note here that nothing - no PCs, notebooks, literally nothing - has ever turned up missing from City Hall. Most people don’t lock their desks or offices. PCs are not locked down. Laptops are left on desks.
So when I opened the box to find the Dell laptop missing, the only conclusion I can reach is that it was missing when it was shipped.
Prior to the missing laptop, I had spent about $25,000 with Dartek and Tiger Direct. I typically spend about $50,000 annually on hardware, and about $20,000 more on software & licensing.
I would really like to resolve this issue amicably. I can promise you that if it isn’t resolved amicably that no one from the City of Fitchburg will purchase from Tiger Direct again, at least not as long as I am here. (I’ve worked here for fourteen years, and I don’t plan on leaving anytime soon.)
Please make this right. You have the opportunity to make me a happy, loyal customer, or an angry, disgruntled former customer.
Thanks in advance for any help you can provide.
UPDATE: The City of Fitchburg has had their issue resolved regarding the ‘missing notebook’ from their shipment and all is well.
How did this become the complaint forum for Tiger Direct? I will not break presidence. My complaint about Tiger Direct is the lack of response. This is going to read like a long drawn out bad joke. So here it goes.
I have a warrenty for a 30″ LCD TV. I am party1, Tiger Direct is party2 and the warrenty Assc. of America is party3. I call party2 and refered to party3 7pm Friday. Not an issue. I did not recieve a call from party3 the following Monday so I called party3 to ensure I have left the correct contact information. I was told I would be contacted in two days by party4. Two days later no phone call. I call back party3 on Thursday and asked when I can expect to be contacted by party4. Party4 returns my call and asked if I could bring my LCD TV to party5a. I agree to bring it to party party5a. I was unable to bring to party5a on Saturday. I call party5a on Tuesday and ask when I can bring the TV in. Party5a says he can no longer assist me. I then call party4 to request another tech. Party4 never returns my phone call so I call party3 to get a hold of party4. Party4 callssays he will find me a new party5b. I do not recieve a phone call from party4 or party5b on Friday. I call party4 and ask when I can expect service. Party4 says the earliest party5b can assist me is Monday(Labor Day). Monday comes, no phone call but I can understand, it’s Labor Day. Tuesday, I call party4 requesting party5b’s expected arrival. Party4 asks if I can bring my TV to a service shop. I state that this defeats the purpose of onsite repair. I ask where is the onsite repair facility. Party4 then tells me it is party5a. I ask if this is the same party5a that is on vacation. Party4 says yes. I call party3 andcomplaine about the lack of response from party4 in getting me another party5b so I can get my TV repaired. Party3 places me on hold and talks to party4. Party3 says I will be contacted by someone to fix my TV. I request that I am contact by the repair tech and not by party4. NO Phone call. I call back party3 and request status. I am told that they would call me back. I then Call party2(Tiger Direct) and complain about party3 and party4 and the lack of response, again I am told I would be contacted by “someone”. No Phone Calls. I call back to party3 and request status, party3 gives me the latest news of “party5a is on vacation”, I respond by saying that I told them that a week ago. Party3 then says they will ship me a box to ship out my TV for repair. I call back party2(tiger direct) to complain about the warrenty repair proceedure. Another week goes by, a few more calls to party2(Tiger Direct) and Party3 before they finally find a box to ship out to me to return my TV to o be repaired. A month goes by before I even get the box so I can ship my TV out to be repaired. Thank God, I bought an ONSITE warrenty or this might of been difficult.
In ALL
Warrenty repair proceedure is Bad
Party4 NEVER returns calls unless prompted by Party3
Party3 NEVER follows up on calls or complaints (with the exception of Support Operator “Queen”)
Party2 (Tiger Direct) NEVER follows up on calls, Complaints or Emails sent to Warrenty department.
I will never by another high dollar product that requires a warrenty from Tiger Direct.
Please Call or email me for my oreder number so you can verify my complaint. If you do… You will have been the only employee of Tiger Direct to EVER contact in regards to my issues.
Ron, I have emailed you for further info even though I am no longer an employee of Tiger. I hope to assist you in the resolution of this issue. Thanks again for taking the time to write. LP
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