Sales/tech person and product knowledge

[michkhol]

Ordered the X-Touch surface to use it with DP. I heard about the incompatibilities but the information was inconclusive, so I decided to try it myself. The rumors proved true, the unit supported only the basic functions, no buttons work as expected, so I decided to return it. I explained the reason of the return in the email, the tech person acknowledged the problem but instead sent me various recommendations about trying different MIDI connections. I already had a perfect connection over USB and my problem was totally unrelated to it. After a bunch of emails I called him and calmly tried to explain the difference between MIDI connection and MIDI control protocol. The person sounded offended and irritated, refused to listen, and with words 'if you want something cheaper, just say it', honored my return request. This is the first time I see such incompetence from a reputable dealer, whose ad is on the main page of this forum. Apparently the times have come, when we need to educate the salesmen about the products they are selling.

[MIDI Life Crisis]

Ya think? That’s why I always pay for stuff with American Express. If anything goes wrong and the seller won’t make good, Amex will open an inquiry and credit your acct. If the company stonewalls you, the credit becomes permanent. If the company messes with Amex as well, they lose the ability to accept the card. No small sword! I’ve seen it happen several times. Same for bad meals at restaurants, messed up rentals (cars or otherwise) and pretty much anything you can buy with Amex.

As for the banner folks, I’ve had issues with their “tech” folks before. It’s an entry level job that is probably scripted for them. The don’t always know A THING about the product except what they’re reading (which many of us have already found and tried by the time we call).

All the banner says is “we’ll pay so and so for clicks.” It says NOTHING about quality and service; good or bad.

Caveat emptor.

[michkhol]

This is not the first time I hear about American Express. Haven't used it much, but now I may reconsider.

[mikehalloran]

So...

[michkhol]

The return protection is only up to $300 per item and up to $1000 per year. Not much for modern hardware.

[MIDI Life Crisis]

The return protection is only up to $300 per item and up to $1000 per year. Not much for modern hardware.

If you’re referring to Amex, that is incorrect. If an item does not perform as intended it can be challenged as defective or the advertising described as misleading. Maybe if you just don’t like it there might be some limit but Amex has backed me on bigger items that $300.

[kwiz]

The return protection is only up to $300 per item and up to $1000 per year. Not much for modern hardware.

If you’re referring to Amex, that is incorrect. If an item does not perform as intended it can be challenged as defective or the advertising described as misleading. Maybe if you just don’t like it there might be some limit but Amex has backed me on bigger items that $300.

Agreed!
Amex is the only card I use when I'm on the road, especially internationally because of its protection policy.

[Babz]

That’s why I always pay for stuff with American Express. If anything goes wrong and the seller won’t make good, Amex will open an inquiry and credit your acct.

Every credit card company will do this for you. All you have to do is call them and tell them you wish to dispute a certain charge. They immediately issue you a credit and then negotiate the matter on your behalf.

Example: I ordered something off Ebay that was never delivered. The post office marked it as "delivered" but it was NOT. (I suspect it was either delivered to the wrong address or left in an insecure location and stolen within minutes. Who knows? Bottomline: Not delivered.)

Who is responsible for the refund? Ebay? Paypal? The seller? Each kept bouncing me to each other. Long story short: Paypal, since they were the one to whom the CC payment was made, but they said is was "impossible" to issue a refund since the PO had it marked as "delivered". After visits to local Post Office, regional post office, emailing, phone calls, filing an online claim, getting bounced around ... No one at our fine U.S. postal offices seemed to have the knowledge or authority to change the delivery status from "delivered" to "missing" in their system.

Fed up, I contacted my credit card company. They instantly issued me a credit for the amount and said they would dispute it w/ Paypal. Guess what? Within a few days, Paypal did the "impossible" and issued the refund!

Another example: I rented a car once and unbeknownst to me, it had an E-Z Pass device hidden in it somewhere. I paid cash for turnpike fares during the rental, returned the car and thought nothing of it. Then a month or so later I got a bill from the rental car company for E-Z Pass charges. What? What E-Z Pass? No luck negotiating with either the rental car company or the state turnpike people. Was told there was nothing they could do.

I called my credit card company and said I wished to dispute the E-Z Pass charges. Boom. Problem solved. The state was forced to wipe the charge.

I would never use American Express, since they charge a fee. Instead I recommend Discover. Not only do they not charge a fee, they pay me CASH BACK for my purchases!

(Many other credit cards offer cash back, but Discover has the best policy I have found when it comes to collecting that cash back. As far as I know, all credit card companies will issue an instant credit and dispute charges for you. I have done it with Visa, Mastercard, and Discover, and never found one that wouldn't.)

[stubbsonic]

It may be defeatist to say this, but I have learned to do my own homework on purchases, and NEVER rely solely on advice from the sales-people. It is a mixed bag. Sometimes I'll get their opinion, but I don't put much weight on it.

Sometimes even the unsolicited advice must be resisted. A non-tech-savvy friend asked for my recommendations for a sound system. I sent her to the 'banner-destination' folks who tried to sell her a completely different set of components, but they were pretty off-base. I had to urge her to stick with my original recommendations. She did, and she's very happy.

FWIW, I've had very good luck with that vendor.

[Rick Cornish]

Good discussion. I've had mostly good luck with the advice I've gotten from the reps at Sweetwater, and they stand behind what they sell. Overall, I get better input here.

[HCMarkus]

That’s why I always pay for stuff with American Express. If anything goes wrong and the seller won’t make good, Amex will open an inquiry and credit your acct.

Every credit card company will do this for you. All you have to do is call them and tell them you wish to dispute a certain charge. They immediately issue you a credit and then negotiate the matter on your behalf.

I would never use American Express, since they charge a fee. Instead I recommend Discover. Not only do they not charge a fee, they pay me CASH BACK for my purchases!

(Many other credit cards offer cash back, but Discover has the best policy I have found when it comes to collecting that cash back. As far as I know, all credit card companies will issue an instant credit and dispute charges for you. I have done it with Visa, Mastercard, and Discover, and never found one that wouldn't.)

Been using the Costco/CITI VIsa for a few years now. If you are a Costco member, it is tough to beat the cash back percentage, and they send you a check at the end of every year.

Unsolicited Financial Advice We All Know: Pay your bill in full and on time every month, and get free money for 30 days plus your cash back.

[MIDI Life Crisis]

Every credit card company will do this for you.

True. A few things to remember....

At least at my bank, if there is a disputed charge you have 30 days from the billing statement to dispute it. If something goes wrong after that you’re on your own and even if you make a claim in time, the money won’t be credited to the acct until the claim with the vendor is settled. My Visa is tied to my checking so I don’t have access to those funds until it’s settled. If something goes wrong a year later you’re out of luck.

More importantly, Amex extends the original manufacturer warranty an extra year. I bought a $600 laser printer with a two year warranty. Amex extended that to three years. Two weeks before the three year period ended, the printer died. Amex credited me the $600! On top of that, I was able to get the printer rigged to work. The tech guy wouldn’t even try to fix it and declared it dead. I sent the report to Amex and was issued an immediate credit three years after purchase. I still have the printer and it works fine. I doubt any other credit card company would do that.

[Babz]

More importantly, Amex extends the original manufacturer warranty an extra year. I bought a $600 laser printer with a two year warranty. Amex extended that to three years. Two weeks before the three year period ended, the printer died. Amex credited me the $600! On top of that, I was able to get the printer rigged to work. The tech guy wouldn’t even try to fix it and declared it dead. I sent the report to Amex and was issued an immediate credit three years after purchase. I still have the printer and it works fine. I doubt any other credit card company would do that.

Extended warranty is a very common benefit.. I have done stuff very similar to what you describe w/ MC, VISA, etc. (This is also why I never buy AppleCare. AppleCare — 3 years — is actually only one year longer than the 1year+extended warranty you get w/ the credit card.). Also, the $600 you got back from Amex is actually $300 after you deduct the 3 years of annual fees you paid during that time (assuming $100/yr, don’t know what their annual fee actually is) . I would never use a credit card that charges an annual fee. I don’t even understand how a company like Amex can stay in business! YMMV.

BTW, I have done a lot of work for Amex as a client, so I guess I should be glad they have been in business. .

[MIDI Life Crisis]

Also, the $600 you got back from Amex is actually $300 after you deduct the 3 years of annual fees you paid during that time (assuming $100/yr, don’t know what their annual fee actually is) .

There is no annual fee with my Amex card and no interest as I pay it off before the bill arrives. But that wasn't the only time they helped. I still strongly recommend Amex for all important purchases, especially online transactions.

[Babz]

Also, the $600 you got back from Amex is actually $300 after you deduct the 3 years of annual fees you paid during that time (assuming $100/yr, don’t know what their annual fee actually is) .

There is no annual fee with my Amex card and no interest as I pay it off before the bill arrives. But that wasn't the only time they helped. I still strongly recommend Amex for all important purchases, especially online transactions.

Excellent! I didn't know Amex offered no-annual-fee cards. The annual fee has always been the one thing that distinguished them from other cards, which is why I always avoided them. The only time I had one was a corporate card provided by my employer, but that was only supposed to be used for work-related purchases.

Incidentally, I have been using Discover for my main credit card for the past 5 years or so, mainly because their Cash Back program allows you to collect it immediately. (Other cards, like Citi and Chase are much harder when it comes to collecting the cash back. They only pay after you've earned $50, for instance (which is $5000 worth of purchases at 1% cash back).

However, this thread prompted me to do some Googling, and I was shocked to Discover (pardon the pun) that Discover gutted most of their benefits as of February of this year!

https://clark.com/personal-finance-cred ... fits-2018/

Most people don't even know about these benefits and so I guess they hoped people wouldn't notice. But it has been a major thing for me, because I frequently rent cars. Little did I know I am no longer covered! Thus, I will have to go back to using Citi or Chase or some other card and can no longer recommend Discover as the best card around!