| Date | Reason | Explaination | Remark |
|---|---|---|---|
| 9/23/00 | For serious customer only! | e-biz is not yet ready for high-tech ordering systems. We start so-call "Build-To-Order" on Web since 1996; now everybody follows. But, the problem is they don't have "sales engineer" (v.s. sales) helping customer for the desired system as we do. We check product availability and current price for your final order, validate your payment, and guarantee the shipment from our warehouse even same day. Nobody can fulfill the job so accurately during the past 10+ years. We did that and growing strongly to serve more major accounts (such as government, school & consultant). The reasons are: they know what they want and no payment problem. We can provide the timing they need and keep moving our product to workstation/server levels. Desktop is not dead, just most professionals don't like to deal with it (no profit to cover overhead charges). New all-in-one motherboard (such as Intel D815EEAAL) is designed to fill this market. 3-year warranty, no hassel for hardware & software compatibility issues; it just ready to go anytime and save costs for both sides. So, the only problem is the payment. We honor government, school & approved accounts with net-30 term. And consider everyone else is a serious customer as long as your payment is validated (to void credit card fraud). Thank you for the co-operation. Click HERE for further information. | Real total solutions. |
| 7/21/99 | ?@hotmail.com | A free email address such as "?@hotmail.com" is a good idea to have an additional mail box (to store not important/trash mails). But, it's no good for mail-in order since most of those are invalid orders. We had 4 email orders (via "www.computershopper.com" on-line) with "?@hotmail.com" address yesterday and all of them kindly asked for "overnight" shipment but could not pass our credit check. Either the phone# was disconnected, wrong shipping address, or un-deliver email address; that is, no way to reach them or verify the order (with bank). Please do not place invalid order - we always do the credit check with your bank. Thanks. | invalid order |
| 4/13/99 | Know yourself? | I'm afraid not. More and more end users need to learn more "basic" PC knowledges before they "try to" (they are not even sure what's what) order something via mail order. I can solve (or at least know what's going on) if I can see/touch you PC (doesn't matter who make it, as long as they are Intel based PC) "locally" in my store. Yet, it's not true for "remote" mail order customers. That's the reason why some complaints listing on web (and they talked like they knew everything). We never list any good recommendations during the last 12 years since we value our customers (and that's what you need - a professional service). Internet won't do anybody good if the trusty between users and vendors is broken. It only hurt yourself and make more rules and inconvinience for the other users. We'll stay since there's a whole PC history, including hardware & software, in my brain since 1979. Where were you guys? Please think it twice before intending to hurt somebody. Thanks. | ??? |
| 4/05/99 | Credit card fraud? | Yes, but no one get through with our system. All order need to be verified with credit card Bank and re-confirm (call or email) with the cardholder. If you do not trust secure order form on "http://www.computershopper.com" you can just email us your phone# or fax to (626) 286-5228. We'll call/fax you to get your credit card and confirm the order. Thanks. | Not in our store. |
| 3/23/99 | No sales tax? | No, if you're not resident in the state of California. Xxera is a company registered in California and collect only sales tax for resident in CA. Local PC dealers need to show CA Reseller's permit and signed for tax exepmt form. Otherwise a shipping record to out-of-state (such as UPS, DHL, USPS, ..etc) need to be attached with each invoice (for audit). Therefore, out-of-state customer pay no CA sales tax, but Shipping & Handling fee for that invoice only. Please noticed that if a pick-up in our store (not via carrier such as UPS) then CA Sales Tax will be applied. | No for non-CA resident. |
| 3/11/99 | Secure email orders were not received (via ZD-net). | For those who place order via "Computer Shopper On-Line" between March 9 and 10. Computer Shopper did not send out secure email orders due to mail server issues which occured between March 9 and 10. We just got email from Computer Shopper this morning ( 10:00 a.m. PST on 3-11-99). We'll check the Vendor Tool ( Order Retrievel) on ZD-net, capture all pending orders and contact you. Sorry for the delay. | We'll call you to get credit card info. |
| 3/9/99 | Don't place order if you're not sure. | "I want a Diamond Monster 3D II with ISA bus, but you send me a PCI bus. I need a RMA for it." Make sense? You want faster 3D performance, then use one of available "PCI" slot - "ISA" slot only 16-bit and won't help anything.
You can always hyper-link to manufacurer's website by double clicking "SKU" with underscore and find picture or specification about the product you're looking for. An ATX chassis price range from $55 to $500. "It's an antique!" is not a good excuse to waste time and money for both sides. Even "NASA" use the same chassis, I don't think the guy has any idea about computer. Computer just a "tool" - you need a reliable tool to have your job done. Anyhow, he need to pay for 15% re-stocking fee and please, do not waste my time next time. We at Xxera are a serve type company. We have lots of good customers during the last 11 years. We don't want more sales; and we don't have "sales" but "sales engineer". If you're not sure or don't know - just ask. We can simply say "no" and save lots of trouble for both sides. You can always buy a feul filter for your car from K-mart; but you need to make sure that's the right model for your car and at least need some basic knowledge to exchange it. or, just ask mechanist do it for you and pay for that. Thanks. | Refer to "Terms". |
| 3/8/99 | Deposit for "special order" ? | Not before, but "yes" from now on. The so-call "special order" regarding the product not in stock (discountinued, hard-to-get, not regular item on shelf, or price sensitive items such as CPU or RAM) and need to specially order from vendor to meet your needs (not me or anybody else). Xxera is an authorized Intel Product Dealer (IPD) and authorized AMD Reseller. We'll be noticed 7 - 14 days before any CPU prices drop from Intel or AMD; and we always tell customer hold the order or wait until the prices drop. Still some customers confirm the order but broke their promises - we need to put them on shelf and sell those under our cost since no CPU is refundable from distributors (even yes, that will be the new fall price - not the price we paid). Be realistic that the CPU prices fall may even up to 40% some time. One customer asked for special item and did not show up for pick-up. We called him and he said he doesn't need it anymore. Okay, too many liers make us change the ordering process. From now on, all special order need to pay 15% deposit in advanced by approved credit card. We are doing business to service customer; and need to lower our overheads to protect good customers. Do not abuse the credit system and make us create more inconvenient rules for new customers. Thank you for your understanding. | Refer to "Terms". |
| 2/24/99 | RMA for "Retail" pack? | First of all, how comes the "Retail" pack cause problem also? You heard what professional said - "the question is when, not will or will not, cause problem"; that's the reason why "RAID" subsystem is so important for "server" to back up critical data of your hard disk drive. Now, hard drive RMA already open to public so all customer service can go direct to manufacturer. How about other "retail" pcak product such as video card? Good question. A president from some company just called me about Matrox G200_SD PCI 8M video card he purcased from our company. A hard-to-get card only few deliver from Matrox distributor such as ICG. For me, you get 5-year "end-user" warranty from "Matrox" directly. We are authorized Matrox reseller and get product from Matrox distributor channel in US (such as ICG, Ingram Micro). He claimed the card was defective (with his own designed very high performance machine). A president, he himself, installed it and found that the card was defective. Matrox won't taking care of his RMA and asked him return to us for exchange. What matrox is? Supposedly they are the manufacturer. Who are we? The poor guy that would be suit by the president who have a defective card. You know, we can always get the return from distributor/manufacturer; but need more time (2 - 4 weeks ship back & forth). And, for hard-to-get item even distributors have no shipment; how can they exchange another one. All we can do is count on the manufacturer; or just refund within 30 days and charge re-stocking fee for that. Okay, the problem is you get nothing, we get a bad card back (with brand-new retail color box opened) and both side pay extra S/H for nothing. We've specially claim on our "terms" that no refund for "retail" software/hardware or "special" order (such as CPU, RAM). The purpose for our policy is to service customer, not argue with you. But, there's a trade-off need to be followed and try to understand each other. There's no right or wrong - even a president in the United States need to follow the laws. We reserve the right not to sell; you can always get it "locally" or any other stores if you need special service. "Mail-order" is not suitable for "president". We are just regular people and can only vote for the president in the United States (and say "no" if I want to) - not the president in privacy company. Thinking about our situation, don't waste your or my time for RMA. If Matrox could not service you, how can we? And, how comes it doesn't happen to someone else? Maybe someone else do not design computer by themself. I could not figure out a way to satisfy those customers; one way - do not buy from us if you don't agree our terms. Thanks. | Refer to "Terms". |
| 2/18/99 | E-Commerce? | Not really. Even with secured credit card order on "Computer Shopper On-line" (originally "Netbuyer"), we still need to re-confirm with you for product availability and total cost, including shipping & handling charges. Your order won't be proceeded unless with your permission. There're too many invalid orders (more that 20%). Credit card fraud, shipping address can not be verified with credit card bank, overseas CC# that can not be verified in US, COD(?), undelived email address, not even a meaningful name (such as abcde..) whatever you may see only once a life time happens to so-called "E-Commerce". One more thing is "current" price. Everybody knows the stock marcket. We are doing a favor to purchase something for you just like a Stock Broker. 15% re-stocking fee is to protect both side (also lower our cost for dis-qualified orders). 98% products we sell come with manufacturers' warranty or website support. All our products are purchased via authorized distributor channels in US and come with fully warranty cover from manufacturers. Please ask about warranty policy for different package (Retail or OEM). Thanks. | Refer to "Terms". |
| 6/7/97 | Order confirmed? | All "E-mail" (including "ComputerShopper.com" (formerly "Netbuyer") orders. Please refer to "oversea orders"), mail, fax or quaotation (before) are not valid until a sales order or invoice number is issued. We'll contact you, check availability, "right combination" (to avoid hardware & software compatibility problems), and current price for your request (we update price weekly), re-confirm final price (including shipping & handling), then issue a sales order or invoice number to you (we confirm you order and get your agreement). Next, we verify your credit card information from Bank (Shipping address & Phone Number match Billing information?), charge to approved credit card account (with your permission). Then, pass sales order to warehouse, gether products (test if applicable and get serial numbers), print out invoice (create new account/invoice in computer for further reference), pack & ship (with your choice of carrier/shipment), and finish your order (whenever carrier pick-up your order from our store). It's a time consuming & complicated process (we need to avoid any possible error or mistake). Try to understand our hard work to fulfill your order. We reserve the rights not to sell if order is not confirmed (without sales order or invoice number). Thanks. | Refer to "Terms". |
| 5/17/97 | Cannot order through Netbuyer | Some customers have trouble ordering through Netbuyer. Please call us at (818) 286-5569 or e-mail us (with your phone number, name & shipping address) to order. We'll contact you and re-confirm your order. Sorry for this inconvenience. Thanks. | Check Xxera's Website |
| 4/29/97 | Phone is busy, cannot get through? | Please either go through "Netbuyer" (their order form is "secured" data) or e-mail us (don't forget your phone number so that we can reach you). We'll try to expand (more employee to take phone order) and still offer best service via Internet. Please notice that we need to re-confirm your order anyway (verify credit card information) so please don't forget your phone number. We'll call you as soon as possible. Thanks. | E-mail us or thru "Netbuyer" to order. |
| 4/29/97 | Microsoft "AE" software solutions! | Microsoft Academic Edition (AE) software are specially designed for School, student or faculty member of K-12 and higher education Institute in US only (you must fax or mail approved ID to qualify this program). They are full package and with license agreement between Microsoft and end-user (not from distributor) in color box package. Please call Microsoft Sales at (800) 426-9400 for new product information. Thanks. | Must fax/mail qulified ID to purchase. |
| 4/28/97 | Microsoft OEM "DSP" software solutions! | Microsoft OEM "DSP" Windows 95 - Release 2.0 is full package "without" upgrade feature from Windows 3.xx (you can pay cheaper price for "upgrade" retail version). We can not sell "single copy" "DSP" Windows 95 - Release 2.0 to "end-user" unless purchase with motherboard, hard drive, or system/upgrade. And tech support go through "distributor" (not from Microsoft). "Reseller" can purchase "DSP" software with sealed un-opened box, 5 copies, so that whoever opens the box is resposible for license agreement with Microsoft. Xxera is licensed Microsoft "DSP" & "ACM". We'll try to work closedly with Microsoft & users. Thanks. | Sell with M/B, HD, upgrade only. |
| 3/19/97 | Oversea orders? | All oversea orders need "wire transfer" to our US Bank or pay by "American Expess" (with same shipping address on billing so that we can verify cardholder's infomation). No Visa or Master Card from overseas because we can not verify them domestic in US. Please also notice that very expensive international shipping (mostly by "Air", not UPS "Ground") & handling fees (Bank process fees) and possible "import tax" from Customs of you country may be applied to your order. It's not recommended go through mail-order outside US mainland (especially most products are warranty in US only, not worthy pay two-way S/H for repair/replacement from overseas). Sorry, we can not ship anything unless payment problem is resolved first. | Check "Terms" please |
| 3/17/97 | Sorry for missing your order | We have 4 - 5 Netbuyer orders cancelled (between 4th and 7th of March) duing to Netbuyer Database upgrade. Sorry about that. Please call us to check your order status if you don't get our phone call regarding confirmation about your mail order. Thanks. | Thank you for your cooperation |
| 3/11/97 | Can't update prices on Netbuyer | Duing to Netbuyer upgrade last week. We can not update prices through Netbuyer this week. Please check Xxera's own website, "http://www.xxera.com/", for latest prices. Or, call us at (818) 286-5569 for current prices. Anyhow, we'll contact you (and confirm final prices) before we ship your orders. Sorry for this inconvenience. Thanks. | Check Xxera's Website |
| 3/4/97 | Order delay | Duing to "Planned downtime for vendor interface tool" scheduled on last sunday (3/1/97). We can not get any order information through Netbuyer. According to what Netbuyer told us they're trying to resume this problem ASAP. Sorry to those customers who placed their order through Netbuyer during last few days (we don't even know what was it) through netbuyer order form. Please contact us at (818) 286-5569 if you are in a hurry for your order. Thanks. | Emergency |