I ordered a diagnostic interface a couple of weeks ago from Tmart - against my better judgment, I should probably say. But this was for a friend who needed it ASAP and he needed this very specific interface with a very specific software for some reasons that aren't really all that interesting (this is part of my day job, which is how I got involved in this in the first place).
Knowing Tmart and having dealt with what I personally consider bait-and-switch tactics, I contacted them right after the order was placed and asked them to make sure and double-check that they send this particular interface with a particular software. That shouldn't have been necessary, as I feel it's reasonable to expect delivery of what was ordered and not something else, but I figured it couldn't hurt. I also stressed that no other interface would do. I was assured that they would indeed double-check before sending it out.
Delivery was quick. And, of course, they managed to send the wrong interface. I am Jack's total lack of surprise.
So, I tell him what he got won't work, period, and this should be the end of the story. Another mix up. Another unhappy customer. Right? Nope. Since he needed to do some other work on the car, he figured he'd at least try to get that done. The second he inserts the CD, his virus scanner goes nuts. Long story short, he disabled it, it wasn't a false positive and I had to spend half a work day trying to fix it. So, just to recap:
1. They send the wrong item, after being specifically told that they had to get this right or it would be useless.
2. The CD that came with the interface contained a virus. I lost half a work day to fix their mistake and I'm not going to see a dime for that. Thanks, Tmart. Never did I even get an apology for that.
So, I email them and tell them I won't accept anything but a full refund and if they want their merchandise back, they had better be prepared to cover shipping because I sure as hell am through paying for their screw ups. Now, at this point, even though I am livid, I am still being polite because what's the point in being a complete jerk to a CS rep? And after a while, they agree. At this point, I have filed a PP dispute because I'm not exactly in the mood to play games with them.
Then I get this:
Thanks for providng us the photo of the receipt.We will refund you the money of the product and the shipping fee after we got your return.
Could you please close the dispute? As you know, the refund will not go through as there is a dispute on paypal.Hope you can understand that.
No, I do not. I do, however, understand that if I close the PP dispute I will be left with no recourse. I also understand that I will never order from Tmart again. I don't care if they have the greatest deal on earth. I don't care if they're selling eternal youth and shipping a free case of imported beer with it. So, no, I am not closing the dispute before I get my money back.