ZipZoomFly and DOA Hitachi SATA drives

[Albert Silverman]

A month ago, I ordered two 250GB SATA drives from ZipZoomFly.com. They
both arrived DOA with scratches around the case screws. One was dented
on the lid. I reported all this in my RMA request. After some delay, I
was granted a RMA number, and sent them back. That was over two weeks
ago.

They've had them for a week, and the only communication I've received
from them stated that the dented one was damaged by me, and would not
necessarily be covered by warranty. If Hitachi replaced it, I'd be in
the clear, but ZipZoomFly would not issue a replacement if Hitachi
considered the warranty voided.

Their communication was quite poor (and their customer service gives
the impression of being a shoestring operation.) They have not
confirmed that either is defective.

ZipZoomFly's packaging in shipping was more than adequate (and their
shipping fast). The drives were sealed when I got them. So one would
have to guess that they were damaged before shipment. But ZipZoomFly's
"customer service" approach has put me in a situation where I have no
evidence. As far as they are concerned I damaged the drive.

It frankly seems reasonable that they would wonder if I damaged the one
drive. They ship out new drives and if it comes back looking like
someone dropped it, well, the customer could have done it, right?

Except in this case there are three other customers who posted to
www.resellerratings.com who had the exact same problem, who placed
their initial order around the time I did mine. We're taliing the
exact same drives- the Hitachi one I mentioned above- and in each case
the drives were dented and DOA. One person said the drive looked like
it had been shot with a BB gun. another sent two back, ordered
replacements, and the replacements were similarly damaged.

In every case, ZipZoomFly is asserting that the buyers of these drives
damaged them.

I can only guess that if there are four cases like this at one review
site from such a short period as this, there must be others, and
ZipZoomFly must know that they shipped a large batch of bad drives to
customers.

At this point, I am looking for any similar, essentially identical
testimonies from other ZipZoomFly customers. While I feel there's
something seriously fradulent about all this, I really would be happy
to just get a full refund, and I'd like as much help as I can in
backing up my position with my credit card company.

Oh, and perhaps I should also add that I've done business with them
before. If they get it right the first time, they are an excellent
value. But clearly, I've ordered from low-cost online retailers one
time too many.

Please contact me at
(e-mail address removed)

 

[John Doe]

A month ago, I ordered two 250GB SATA drives from ZipZoomFly.com.
They both arrived DOA with scratches around the case screws. One
was dented on the lid. I reported all this in my RMA request. After
some delay, I was granted a RMA number, and sent them back. That
was over two weeks ago.
They've had them for a week, and the only communication I've
received from them stated that the dented one was damaged by me,
and would not necessarily be covered by warranty. If Hitachi
replaced it, I'd be in the clear, but ZipZoomFly would not issue a
replacement if Hitachi considered the warranty voided.
Their communication was quite poor (and their customer service
gives the impression of being a shoestring operation.)

Probably an office/room with some computers in it.

They have not confirmed that either is defective.
ZipZoomFly's packaging in shipping was more than adequate (and
their shipping fast).

Second day air.

The drives were sealed when I got them.

What do mean by sealed? Do mean factory sealed? Was there damage to
the outside of the package?

So one would have to guess that they were damaged before shipment.
But ZipZoomFly's "customer service" approach has put me in a
situation where I have no evidence.

You mean asking you to return the drives? How could the approach
have been better?

As far as they are concerned I damaged the drive.
It frankly seems reasonable that they would wonder if I damaged the
one drive. They ship out new drives and if it comes back looking
like someone dropped it, well, the customer could have done it,
right?
Except in this case there are three other customers who posted to
www.resellerratings.com who had the exact same problem, who placed
their initial order around the time I did mine. We're taliing the
exact same drives- the Hitachi one I mentioned above- and in each
case the drives were dented and DOA. One person said the drive
looked like it had been shot with a BB gun. another sent two back,
ordered replacements, and the replacements were similarly damaged.
In every case, ZipZoomFly is asserting that the buyers of these
drives damaged them.
I can only guess that if there are four cases like this at one
review site from such a short period as this, there must be others,
and ZipZoomFly must know that they shipped a large batch of bad
drives to customers.

Only the shadow knows.

At this point, I am looking for any similar, essentially identical
testimonies from other ZipZoomFly customers.

That's why I included the storage group.

While I feel there's
something seriously fradulent about all this, I really would be
happy to just get a full refund, and I'd like as much help as I can
in backing up my position with my credit card company.

I think you are covering the bases.

Oh, and perhaps I should also add that I've done business with them
before. If they get it right the first time, they are an excellent
value.

I noticed that with IBM hard disk drives, their prices are very low.

But clearly, I've ordered from low-cost online retailers one
time too many.
Please contact me at
(e-mail address removed)

Good luck.

 

[Larc]

On 26 Jan 2005 13:10:43 -0800, "Albert Silverman"

[snip]

| Oh, and perhaps I should also add that I've done business with them
| before. If they get it right the first time, they are an excellent
| value. But clearly, I've ordered from low-cost online retailers one
| time too many.

If you want service as good in dealing with problems as in filling
orders, buy from Newegg next time!

Larc



§§§ - Change planet to earth to reply by email - §§§

 

[stealth]

On 26 Jan 2005 13:10:43 -0800, "Albert Silverman"

[snip]

| Oh, and perhaps I should also add that I've done business with them
| before. If they get it right the first time, they are an excellent
| value. But clearly, I've ordered from low-cost online retailers one
| time too many.


If you want service as good in dealing with problems as in filling
orders, buy from Newegg next time!

Ditto!

s

 

[Albert Silverman]

Thanks for putting this in the storage discussion.

The hard drives were sealed in a plastic electrostatic bag. I assumed
that these were manufacturer- provided. Maybe I'm wrong. The bags did
not appear damaged in any way. (Mind you, only one of the HD's was
dented. But both looked like they were refurbs, with a newer label
slapped on top of an old one, and scratch marks all around the corner
screws.)

When I said that " ZipZoomFly's 'customer service' approach has put me
in a situation where I have no evidence. " I meant that their telling
me I was at fault left me with nothing to show. I can't prove I didn't
do it. There's nothing I can offer except the truth.

Thanks for the followups. If I get my refund, I'll be looking at
newegg more- I believe I bought my camera from them.

AS

 

[Albert Silverman]

How's this for nightmare service?

Call ZipZoomFly's "Customer Service" people on the phone, and they'll
tell they can't do anything, that you'll have to talk to the Returns
department. And this is the quality of interaction you can expect from
Returns. FYI, the fellow below who appears artful at the cryptic
non-reply is in charge of the Returns department.

All the below makes more sense if read in reverse.

----------------------------------------------------------------

Dear Sir,

As listed below will return to manufacturer to try get replacement for
you. As you claim product receive was dented.

Regards,
Andy
RMA Dept.

=====================================================
At 07:51 PM 1/26/2005, you wrote:

Andy,

Quite a few of your customers who have bought Hitachi drives from you
this month have had the same problem I have. We get dented, defective
equipment and after we return it, you blame us for it.

I shouldn't have to defend my handling of the equipment you sent; you
are in a position to know that you're selling a really bad batch of
Hitachi stock. Pointing the finger at the buyers of those discs is
dishonest.

For myself, a full refund for my full order is the only solution. I
am not interested in the possibility of getting more defective
equipment.

A quick refund would satisfy me and end my research into your other
dissatisfied customers.

Thank you,
Michael Weston

=========================================================

Date: Thu, 27 Jan 2005 11:10:44 -0800
From: Andy Huynh <[email protected]>

Dear Sir,

We will return the 1 damage unit to manufacturer to try to get
replacement to process refund
for you. They will inspect the part that you claim receive damage
as the product was ship
out manufacturer seal brand new per manufacturer not possible to be
ship out this way. As
for the other 1 unit no damage will process refund for you first.
Regards,
Andy
RMA Dept.

 

[John Doe]

(I changed the subject line back, otherwise Google puts the thread
in separate places.)

I shouldn't have to defend my handling of the equipment you sent;
you are in a position to know that you're selling a really bad
batch of Hitachi stock.

If the hard disk drives were in a factory sealed package and there
was no damage to the package as you said, ZipZoomFly might not have
known.





Pointing the finger at the buyers of those discs is

 

[J. Clarke]

(I changed the subject line back, otherwise Google puts the thread
in separate places.)



If the hard disk drives were in a factory sealed package and there
was no damage to the package as you said, ZipZoomFly might not have
known.

Zipzoomfly likely never had the drives in their possession--the normal
operating procedure for an online business is to pass the order through to
a wholesale distributer who ships directly from the wholesaler's warehouse.

 

[John Doe]

John Doe wrote:

Zipzoomfly likely never had the drives in their possession--the
normal operating procedure for an online business is to pass the
order through to a wholesale distributer who ships directly from
the wholesaler's warehouse.

Right.

I think some online outlets ship from the same warehouses.

Sometimes you can find real-time stock status which shows stock in
warehouses in various states.

One might also notice when orders ship from different states.

 

[jimbo]

I have bought many items from ZipZoomFly without any problems. And if
you check the merchant rating at some place like PriceGrabber, you will
find the highest customer rating of 5 stars. I have seen a few threads
such as this before and I have to wonder about a deliberate attempt to
besmirch ZipZoomFly's reputation.

jimbo

 

[AndrewJ]

Thanks for putting this in the storage discussion.

The hard drives were sealed in a plastic electrostatic bag. I assumed
that these were manufacturer- provided. Maybe I'm wrong. The bags did
not appear damaged in any way. (Mind you, only one of the HD's was
dented. But both looked like they were refurbs, with a newer label
slapped on top of an old one, and scratch marks all around the corner
screws.)

When I said that " ZipZoomFly's 'customer service' approach has put me
in a situation where I have no evidence. " I meant that their telling
me I was at fault left me with nothing to show. I can't prove I didn't
do it. There's nothing I can offer except the truth.

Thanks for the followups. If I get my refund, I'll be looking at
newegg more- I believe I bought my camera from them.

AS

The most crooked harware sales have to do with HDD's. I stick with
newegg to avoid all that crap. My local store sold me the same
defective drive twice! Sealed in a bag with a factory sticker sayinyg
it was certified. They later after alot of arguing admitted resealing
saying they believed it was good. When I plugged this drive in it
sounded like nutws and bolts bouncing around in a cigar box.

 

[stealth]

I have bought many items from ZipZoomFly without any problems. And if
you check the merchant rating at some place like PriceGrabber, you will
find the highest customer rating of 5 stars. I have seen a few threads
such as this before and I have to wonder about a deliberate attempt to
besmirch ZipZoomFly's reputation.

jimbo

Buying isn't the issue.....returns and customer service is. I've dealt with
both Newegg and ZipZoomFly on above average scale, and when all is well,
there is no difference between the two, other than Newegg does seem to be a
bit faster in the shipping department. However, on rare occasion when there
is a problem, I would much rather deal with Newegg. That's not to say that I
haven't had issues with both companies, just that Newegg has always been
more receptive and accommodating in resolving any problems.

My $.02 and worth every damn penny!! <g>

s

 

[John Doe]

Buying isn't the issue.....returns and customer service is.
... Newegg does seem to be a bit faster in the shipping department.

ZipZoomFly provides fast, no extra charge second-day air
shipping/handling.

I think all online sellers should include shipping/handling in the
price. When I go to a local store, I know what the price is because I
know how much the tax will be. Many online sellers don't tell you
what the real price is until after you have gone to the trouble of
placing the items in your basket and filling out customer
information.

Even on eBay usually the most you have to do is provide a ZIP code.

 

[John Doe]

I have bought many items from ZipZoomFly without any problems. And
if you check the merchant rating at some place like PriceGrabber,
you will find the highest customer rating of 5 stars. I have seen a
few threads such as this before and I have to wonder about a
deliberate attempt to besmirch ZipZoomFly's reputation.

It just depends on how much the merchant is paying for publication
of positive reviews/results, in whatever location. At BUY.COM, you
won't find reviews (of products) less than five stars.

I require negative comments as well so I know whether or not the
issues are something I would be concerned about. Issues which should
affect some buyers might not affect me. Then there is personal
experience or experience from people I know and trust, or at least
people I can reach and grab hold of if they are wrong [playing].

 

[stealth]

ZipZoomFly provides fast, no extra charge second-day air
shipping/handling.

I think all online sellers should include shipping/handling in the
price. When I go to a local store, I know what the price is because I
know how much the tax will be. Many online sellers don't tell you
what the real price is until after you have gone to the trouble of
placing the items in your basket and filling out customer
information.

Even on eBay usually the most you have to do is provide a ZIP code.

As I said, I've dealt with both, and perhaps I should have worded my meaning
differently. To clarify, Newegg seems to get the item to the shipper a bit
quicker than does ZZF. Not always, but more often than not. As for final
price, Newegg has free shipping on many items, and whenever the shipping is
not free, it is listed in plain view next to the item price. Of course, if
you're mathematically challenged and need the two totaled for you, then by
all means, use ZZF. <G>

That said, I reiterate that the real issue of this thread is customer
service should a problem arise, and without fail, Newegg leads the pack in
that regard.


s

 

[JAD]

" Newegg leads the pack in

that regard.

pack = ZZF?

 

[John Doe]

As I said, I've dealt with both, and perhaps I should have worded
my meaning differently. To clarify, Newegg seems to get the item to
the shipper a bit quicker than does ZZF. Not always, but more often
than not. As for final price, Newegg has free shipping on many
items, and whenever the shipping is not free, it is listed in plain
view next to the item price.

That resolves the issue, in my opinion.

Of course, if
you're mathematically challenged and need the two totaled for you,
then by all means, use ZZF. <G>

I bet that's funny.

I said doing that with sales tax is no problem. Understood should
have been that adding a stated shipping/handling charge would be no
problem.

I'm glad your store does that. Many online stores make you go
through a process to find shipping/handling.

 

[jimbo]

Price Grabber comparisons: NewEgg, 5 Stars with 4077 customer reviews.
ZipZoomFly, 5 stars with 8347 customer reviews. Buy.com, 2 1/2 stars
with 1178 customer reviews. I have purchased from both NewEgg and
ZipZoomFly with no problems. I wouldn't touch Buy.com with a 10 foot
pole. I haven't read all 13,602 customer reviews, but ZipZoomFly and
NewEgg are doing something right and Buy.com is doing something wrong.
jimbo

 

[John Doe]

The author has no personal experience with BUY.COM and yet he is
compelled to provide you with his opinion of BUY.COM. Case in point.

Again, you listen to what people have bad to say and you apply the
bad/good to your own personal preferences. That's how you decide.

 

[jimbo]

Hey John Doe, I don't have time in my life time to experience all
vendors. I depend on other folks experiences. So, you tell me, are 1178
Buy.com customers wrong, and your single opinion right? Give me a
break! It is not my opinion, it is the opinion of 1178 other customers.
I don't give a rat's ass if you love Buy.com. I choose my vendors based
on many, many other folks experiences.

jimbo