Buyer Beware

May 1, 2008

On April 27,2008, I purchased the Motorola

HomeSight security system from Amazon.com. Once the order was placed I

was told that I would be receiving the security system from Axsecure.

I really didn't think that much of the notice because I believe I have

received other items from other sellers on Amazon's site anyway and so

far I had no complaints.

Doing business with Axsecure was a HUGE

mistake. I received the security system 3 days later and was shocked.

I thought this was great. WRONG! I opened the box to find NO receipt

for the security system and ONE confusing page on how to install the

software and what to do if the installation failed. In the meantime, I

am looking at the system and I find one piece that I am unable to

figure out what it is for. There was nothing to tell me what each

piece was, how to use them, or which plug went to which item. This is

the first time I have dealt with anything like this.

I have to

say at this point, I am wondering if I paid for a refurbished security

system and not a brand new one, which is what I paid for.

I

decided I wanted to return the system, so I tried to get information on

Axsecure. The only information was an email address. I sent an email,

but there was no telling how long it would take to reply and I wanted

to get the system in the mail ASAP. I called Amazon.com to ask how to

return the system. I figured that since I placed my order at

Amazon.com, they had some responsibility in helping me get a refund.

It

seems Amazon.com hires people all over the world to be customer service

representatives. I went threw language barrier after language

barrier. I had to repeat myself so many times that in the end I hung

up on the first 2 representatives. I kept asking for a supervisor, but

all the representatives would do was ignore my request for a

supervisor. I finally called a third time and told the representative

that I was not going to give her my information and that I wanted a

supervisor. At first I was told there were NO supervisors. When I

told her that not 5 minutes before, I was told there were supervisors

there, she then told me they were ALL busy. I told her I would wait.

After

2 minutes the representative came back on the phone line and told me

the supervisors were still busy. I said, I'd wait. Around 5 minutes

went by and the representative came back on the phone line and said

that the supervisors were still busy. I told her that, I was still

going to wait if it took all night because I had nothing to do anyway.

In less then 1 minute I had a supervisor. What a waste of time. He

cared nothing about my problem. He kept saying it was not Amazon's

responsibility and that I needed to contact Axsecure. I ended the phone

call letting the supervisor know that I was filing a complaint with my

State Attorney General's office.

I immediately went online and

filed my complaint with the Attorney General's office. While finishing

up with my complaint, I got an email from Axsecure. I received this

reply in bold, black letters:

sorry no returns on open items they have a tech support # its a great system

Had I been informed that there would be NO returning this item when I was ordering it, I WOULD NOT HAVE PLACED THE ORDER.

I

called Amazon.com back and I was now more than furious. I finally got

someone that understood English. I told her that it was against the

law to sell something WITHOUT informing the customer of a NO RETURN

POLICY. I told her I got an email from Axsecure stating they do not

have a return policy. She told me I was correct. Suddenly, I was

receiving customer service. She was extremely nice. At this point I

didn't trust her either. This representative asked me to hold while

she did some research. Amazon has a guaranty for satisfaction. She

was going to file a claim and issue me a refund.

I asked what to

do with the security system and I was told that I could either keep it

or send it back but was never given an address to send it to.

I placed a call to Motorola Homesmart and told the representative that the Homesmart system was a piece of junk. To my surprise he agreed. On top of that he told me that the system I purchased was OBSOLETE! Not only is it obsolete but if someone has purchased this item and needs a new CD, they are NO LONGER available and the consumer is out of money. Now I know why Amazon told me I could keep it if I wanted to.

In

the past I have rarely had problems with Amazon.com, but this time was

a real learning experience. You have to beware of ordering things that

are being sold by other companies. Before you place an order, call

them or email them and find out what the RETURN POLICY is. You also have to worry about whether or not you are getting an obsolete item. If Amazon doesn't know or

can't tell you how to find it on their web site (I was given

misinformation), DON'T place the order.

I

received a couple of emails from Amazon.com telling me how to check the

sellers return policy, but guess what? The information I received was

worth nothing because what I was told to do, couldn't be done.