Complaints

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• Initial Complaint

  Date:09/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A-Tech components scammed me by selling me two 8 GB sticks packaged and labeled individually as 16 GB sticks. Tried calling and I just get a voicemail. I am now out the money for the *** sticks and almost $100 in shipping costs because of the mislabeling I assumed there was something wrong with my laptop when it wouldn't register the full 16 GB in each stick I shipped it back to the manufacturer *** or warranty repair.

  Business Response

  Date: 09/25/2024

  Please see attached response.

  We are sorry for the delay. This situation has made us aware of issues with the email server for
  info@a-techcomponents, which is a general inquiry mailbox that seems to be intermittently not
  receiving or sending emails. We are looking into this and believe it may have added delay and
  frustration to the existing situation as this mailbox is usually only used for general sales inquiries
  and not the messageing system used for ****** orders. ****** has their own messaging system.
  We wish to express our deepest concern for the issues ***** ********** has encountered while
  trying to upgrade his computer. While we understand the frustration Mr ********** encountered,
  there is an appropriate return process that is via the original sales method which is **********.
  ********** has an A-Z program, and given the situation of items not matching, it is critical that
  Mr. ********** follows this process so that the return is fully and properly documented. Mr
  Hullermann is entitled to a full refund once he returns the items. Below is a summary of the
  situation:
  1. Order Details: On August [specific date], 2024, ***** ********** placed an order on
  ********** for an A-Tech 32GB Kit (2x16GB) DDR5 4800MHz PC5-38400 CL40 SODIMM
  1.1V Non-ECC Unbuffered SO-DIMM 262-Pin Laptop RAM Memory Upgrade Module,
  totaling $94.94, which included $4.95 in sales tax.
  2. Order Fulfillment: The order, ID# *******************, was both fulfilled and shipped by
  **********. This item has been stored in the Amazon Warehouse prior to them shipping it.
  3. Return Option: Mr. ********** has opted not to return the items to ********** for a full
  refund, though he remained eligible to do so.
  4. A-to-Z Guarantee: Mr. ********** has also chosen not to utilize Amazons A-to-Z
  Guarantee, which would cover this purchase if the return window has closed or closes for
  up to 90 days from the time of purchase
  (****************************************************************************).
  5. Lack of Contact: He did not contact our sales department or technical support team via
  our local number, toll-free number, or the Amazon messaging system.
  6. Initial Communication: Mr. ********** first communicated with us via email on
  September 4, 2024, at 6:43 PM, stating that he had spent money diagnosing his issue.
  7. Tampered Labels: The email included an attachment showing memory modules with
  labels that appeared to be removed or tampered with.
  8. Communication Delay: This communication was sent to a general sales email rather than
  through Amazons messaging system, causing a delay in our response. It appears responses
  bounced as well.
  9. Negative Review: On September 5, 2024, Mr. ********** left a negative review for our
  parent company on *******
  10. Diagnosis Claim: In both the review and email communication, Mr. ********** claims to
  have paid a third party to diagnose his problem.
  11. Refund Request: Mr. ********** is demanding additional compensation beyond the cost
  of the item, despite his choice not to use the available return process for a full refund.
  We have observed and also noted that the image provided by Mr. ********** in his communication
  shows tampered labels on the product. While we cannot confirm whether the tampering was done
  by the customer or occurred elsewhere, we assure you that we would not have shipped the product
  to Amazon with incorrect labeling or capacities. I will offer another possibility below, but in the
  meantime, we have not received a return request or any request for replacement by *******
  process which is the appropriate channel to use. If Mr. ********** decides to return the product to
  ******, he will receive a refund from **********. In fact, the process is automatic and we have
  no involvement in Mr. ********** returning the product for a refund.
  If the tampering of the labels occurred before Mr. ********** received the item, it is possible that
  ********** Fulfillment, which manages this inventory, accepted the unit as a return from another
  prior customer who could have fraudulently swapped the labels and subsequently reshipped the
  item. We do not have information on this exact possibility at present, but I have reached out to
  ****** to investigate further. In either case, ****** will need to handle the situation.
  We sincerely wish Mr. ********** had contacted us or ****** regarding this issue, as this would
  have allowed us to clarify the receipt and condition of the item, possible tampering of the
  packaging or indicators if it was opened and resealed, and any relevant Amazon barcodes, LPNs, or
  serial numbers. While we cannot cover the costs of services or troubleshooting that he chose to
  pursue independently, Mr. ********** is still entitled to return the product or request a
  replacement through ********** by using their proper return process or also by using Amazons
  A-to-Z claim program if that return window closes.
  Due to the nature of Mr *********** claim of the labels not matching the item, it is critical to
  follow the proper return process to help prevent return fraud and to link any patterns and instances
  of fraudulent activity to customers, including potential prior return fraud or return tampering by
  other customers, where applicable.
  Sincerely,
  Customer Service Team