I checked the eCost.com site for their return policy and I found the following information at https://www.ecost.com/ecost/ecsplash/information/help/shipping_handling.asp#g:
Despite this direction, I contacted Latoya at eCost.com on approximately 8/22/2006. She stated that although I should have obtained a RMA from the manufacturer, she had spoken to a supervisor and that I would be issued a RMA via email in 4-6 work days. Subsequently I received no email communications from eCost.com except for advertising.
I called back in early September 2006 after being provided with a RMA number by Cavalry and this time spoke to Phyllis. I informed her of the RMA number that I had obtained from Cavalry and that I had spoken to Latoya about this same issue without follow-up from eCost. She stated that there was no record of my previous reques for a RMA, that there were three customer service employees named "Latoya", and that a RMA number would be issued in approximately 4-5 days. I heard nothing further from eCost.com.
I called eCost.com back on 9/19/2006. This time I spoke to Edward (#8892). This representative informed me that my RMA had been denied; however, he could not say why my RMA was denied and he could not tell me why I had not been notified of the denial. I asked to speak to a supervisor to explain this situation; however, Edward stated that a supervisor was not available, but that one would call me back later. When I asked how long that would take, Edward stated that the call would be returned "today."
I informed Edward of the following planned actions:
1. I would immediately call
American Express and have the charges reversed and contested.
I then called American Express and contested the charges for the drive (case #26201). The charges were reversed. As of the time of this writing, I have not received a call-back from eCost (I gave them my cell phone number.)
I will file a BBB complaint in the near future.
I received a letter from American Express stating that they had not been able to reach eCost.com regarding my complaint. They have changed my refund from an provisional refund to a permanent one.
I have written an appropriately negative review of eCost.com on ResellerRatings.com. I will no longer transact with eCost and I will encourage others to avoid eCost.com.
I could not file a BBB complaint because of the inability to match their internet address with a physical address.
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