eCost.com - ignores repeated requests to resolve product issues

On Feb 1st, 2008, I purchased 2 refurbished Dell D600s from eCost.com. The product description stated that the laptops included an internal wireless card and came with a 90 day warranty. From other online sources, I also ordered additional RAM, power supplies, docking stations, and SXGA screens for each laptop. These were for my kids, who were really looking forward to getting their own laptops.

I received both units on Feb 8th. One unit did not have the stipulated wireless card, and the other had a malfunctioning keyboard/touchstick assembly. I emailed eCost customer support that same day, receiving a response directing me to contact Dell for repair of the units. Dell informed me on Feb 11 that the laptops were out of warranty, and that eCost as the seller of the refurb units was responsible for honoring the specified 90-day warranty. Dell did help troubleshoot the issue with the keyboard/touchstick, pointing me to the correct replacement part (available through their site), and service instructions so I could replace it myself without even having to send the laptop in. They also pointed me to the correct mini-PCI wireless card to replace the card eCost failed to include.

I contacted eCost again on Feb 12th, relating that Dell did not consider themselves responsible for the warranty repairs. eCost's response was to have me return the laptops and order replacements. This would have been fine, except that a simple check of the eCost site showed them to be cut of stock (the rep hadn't even bothered to check). Since the upgrades & accessories were D600-specific, I required replacements of the same model, so that my additional investment in these items wasn't rendered worthless.

I waited a few days, and when inventory remained out-of-stock, I ordered the replacement keyboard ($34.80 shipped) and mini-PCI wireless card ($30.98 shipped). I received and installed both parts within a few days, solving the issues.

On Feb 19th I contacted eCost again, reiterating that their "solution" to return the units was unacceptable, as they remained out of stock and I required same-model replacements, that the additional shipping costs for the returns/replacements were more than the replacement parts, and that my experience so far, I had no confidence that any replacement units would be problem free. Since their return/replace scenario wasn't feasible, I had therefore ordered the parts needed to correct the issues. I requested reimbursement for the replacement parts costs, figuring that this would be win-win as it solved the issues, without eCost having to process / repair them as returns.

I received an email to call customer service, and called on Feb 21st. I was promised follow-up via email by eCost's resolution department within 72 business hours. They did not do so. I emailed again on March 9th asking for status. No response. Now really frustrated, I emailed again on March 14th. Again, no response.

On March 24th, I called again. The rep told me that their resolution department had decided that they would not credit me for the replacement part costs, citing two reasons for this decision:

1) The warranty is only thirty days, now expired, and was provided by Dell.

2) I had chosen not to accept their return/replace solution.

I responded that I have a printout from the eCost site for the units I ordered clearly showing the 90 day warranty. Further, since I originally contacted eCost THE DAY I RECEIVED THE LAPTOPS, this warranty length dodge was baseless. I also clarified that I contacted Dell, and they stated that the refurb warranty was eCost's responsibility. I further reiterated that eCost's return/replace solution was unacceptable, since eCost had remained out of stock, and due to my purchase of D600-specific upgrades and accessories, I required same-model replacements.

I asked why they hadn't contacted me about their decision, or responded to any of my follow-up emails. Rep had no answer. I asked to speak to the resolution department, and was told that they were busy, but that I could leave a voice mail. I did so, providing my order number, name, contact information, and a summary of the situation and my expectations for resolution.

I waited until after eCost's business hours on March 28th for a response, and as expected, eCost hasn't followed up. I am absolutely appalled by the uncaring customer service and the lack of follow-up. Failing to follow-up in any way with me for the past 5 weeks and then blowing me off clearly demonstrates that eCost is not a customer oriented company, and after taking your money, is not at all interested in their customers being satisfied with their purchases. eCost buyers, beware!