I have just received a Minolta Dimage Scan Multi which I purchased from one of the large mail order houses in New York. Upon receipt, the box appeared to have been opened also the scsi card package and scsi cable package had been opened. While trying to install the cable, I discovered it was a 25 pin cable on the scsi card end. I have talked with the product technician at the mail order house and he advised buying another cable locally which is a 50 pin to 50 pin hd. This cost me $55. Now I am afraid if I keep this shipment something might have been tampered with on the scsi card but on the other hand I hate to go through the trouble of sending back and hoping my account gets credited correctly. Anybody have any experience or suggestions? bev in Michigan b.sampson1@worldnet.att.net

-- Beverly Sampson (b.sampson1@worldnet.att.net), January 02, 1999

Answers

If I understand correctly, you received a scanner package that had been opened and didn't contain the parts that are supposed to be included with it? Then on top of that, they told you to spend another $55, to get the cable that should have been included? The only question, in my way of thinking, is: "Just what is my credit card company's number?"

Before I called the card company I'd contact the manufacturer and make sure the cable was substituted. If the cable was switched, I'd contact the credit card company and determine what my rights were in this case. They should be willing to intervene and ensure that the charges are removed from your card. I'd also ask about the procedure for lodging a complaint against the vendor's merchant account.

The only other alternative is to contact the vendor and let them know that you're on to them and give them a chance to make it right for the $55 you were forced to shell out for the cable and any other problems you may encounter. As soon as you get someone, get their name and write it down. If they give you a hard time, ask for a manager and then inform them that you've contacted your credit card company and know your rights, and that you will contact the credit card company and have them remove the transaction from the vendor's merchant account, since they failed to provide the full package. Further, you will be lodging as forceful a complaint as possible to have their Merchant's Account terminated for improper business practices. Don't let them get away with charging any restocking fees either, since they didn't provide the proper assemblies that should have been included in the box.

My guess is that they will give in quickly and see that you are credited for the $55 cable rather than jeopardize their Merchant's Account. Above all, be firm and businesslike about it on the phone and don't return anything to the vendor without contacting the credit card company first.

This may sound hard line, but then what they did to you doesn't indicate that they will respond to anything else.

Good Luck.

-- Gerald M. Payne (gmp@francorp.francomm.com), January 02, 1999.

Mr. Payne, thank you very much for your very detailed response. I have already confirmed with the vendor that they have supplied an incorrect 25 pin cable and it was their technical support personnel who provided information relative to the correct 50 cable to purchase. I plan to contact the vendor this am because I would feel more comfortable with this product if it were returned to supplier and I received a new completely unopened scanner. This scanner cost $2250 and should anything malfunction in the future, there will be the suspicion it was not in tact when I received it. I have not tried to boot up my system using the scsi which the vendor also provided and which had also been opened.

I will contact my credit card company Monday AM and solicit their input to my situation. The vendor will accept the scanner as a return but I am concerned with the tracking of it once it enters their massive system.

The 50 pin cable which I purchased at a cost of $55 is also returnable to CompUSA. Thank you once again for responding.

-- Beverly Sampson (b.sampson1@worldnet.att.net), January 03, 1999.