www.jet-master.com - was sold "compatible" ink-jet refill and cartridges, it was implied they were OEM cartridges - $ 10.00 restocking fee

# 29 for May 7, 2002

Complaints.com received the following consumer message on May 6, 2002:

From: Owen Sondergaard [Email User]

RE: www.jet-master.com - was sold "compatible" ink-jet refill and cartridges, it was implied they were OEM cartridges - $ 10.00 restocking fee

The following is a web site that I visited and ordered from. If you go there you will see why I am complaining. Although the site does say that it has "compatible" ink-jet refill and cartridges, the price list for Brother

cartridges definitely implies that these are OEM cartridges.

http://www.jet-master.com/brother_bulk_inkjet_refills.htm#cart

This company sent me an email that borders on extortion. I told them on the phone that a $10 charge for restocking 6 unopened boxes was excessive. Their email followed that conversation. This charge is especially outrageous because of their misleading web site information. My answer to their email precedes theirs. I then received a second identical email from them.

I responded to that with a statement that I had already answered their email and had reservations. I think this company is using fraudulent advertising to rope in unsuspecting and trusting customers. I've ordered many things over the internet and never had this kind of problem before. I tried compatible ink-jet cartridges once before from Carrot and they leaked all over my printer and desk. When I called that company, they told me to return the unopened ones and they refunded ALL of my money. That's what honest companies do.

Owen Sondergaard

Email User

EMAIL FROM COMPUTER FRIENDS, INC. AND MY RESPONSE (FIRST) FOLLOW:

It is not correct. I ordered and received 6 cartridges (3 black, 1 each of cyan, magenta, and yellow). I believe your charge of $10 for processing and restocking is excessive and a rip-off. I will agree to that with

reservations since no cartridges were even opened.

Owen Sondergaard

----- Original Message -----

From: Computer Friends, Inc.

To:

Sent: Thursday, March 21, 2002 6:41 PM

Subject: product return and refund

Dear Mr. Sondergaard, Thank you for contacting Computer Friends about returning the four LC-02 compatible cartridges (black, cyan, magenta, and yellow) that you ordered from us March 12, 2002, order number 397397. You indicated over the phone that the cartridges are unopened, and you would like to return them for refund. The product will be inspected upon receipt, and if we find that the condition is as described above then we will issue a refund as per the policy. You will receive credit in the amount of the cartridges less a $10.00

processing fee and a restocking fee. Shipping and handling charges are not refundable. If everything is correct, please forward this e-mail to Email User and an RMA number will automatically be sent to you. This RMA number must be prominent on the address label of the box that you return to us, otherwise the package may not be accepted. We also require that you include a copy of this e-mail in your returned shipment. Your RMA number is valid for twenty calendar days from today, March 21, 2002. The package must be delivered to CFI within these twenty days (by April 10, 2002). Return the product to:

Computer Friends, Inc.

Returns

10200 SW Eastridge St.

Portland, OR 97225 Please reply to this e-mail to confirm your understanding and agreement to the conditions. If you have any questions, you may reply to this e-mail or call us at 800-547-3303.

Sincerely,

Kate Chrislip

Computer Friends, Inc.

10200 SW Eastridge St.

Portland, OR 97225

| http://www.jet-master.com/brother_bulk_inkjet_refills.htm#cart