Since that time we were able to find the units through another source. About two weeks ago three packages showed up at my house via FEDEX. I didn't know what they were but signed for the delivery. I checked out the packing slip only to find out that Insight has shipped six units that they had run out of about six months ago, and actually I had only ordered five units. I was shocked as there was no e-mail or phone call letting us know they were back in stock and are we still interested in placing an order. These units cost over $500- each and I would think they would have wanted to speak with the customer prior to shipping, considering the amount of time that had passed.
We then pursued returning all six units as they were not needed and our credit card had been charged over $3000-. Of course we wanted to get those charges off our credit card right away. Insight provided us with two RMA numbers to return the units. We shipped back the boxes in the original, up-opened boxes that we received from them.
About another week had passed and we noticed that the credit had not been made to our credit card. We again contacted Insight to find out why no credit had been posted. The customer service rep at Insight apologized and said he would take care of it right away but we would have to eat the shipping charges as we signed for the packages. My wife told him that is unacceptable as we didn't know that they were being shipped as so much time had passed since the order was placed and we were contacted to notify us that they were out of stock. The customer service rep finally agreed to refund the shipping charges.
Several days later we checked activity on the credit card to confirm that the total credit was posted. Insight had credited our account for one of the five units and the shipping. There was still over $2600- that had not been credited to our account.
I spoke to the customer service rep last week and he told me to give him a few days to process the remaining credit to our account. I waited the few days, plus two more days prior to checking my account. The credit had still not been applied. By this time I had spent many hours trying to resolve an issue that should have been resolved with a single phone call. On top of that I feel like we should have never received the order due to the items being not in stock and just showing up about six months later.
I called Insight this morning asking to speak to a manager. The manager told me that all of the units had not been received! The previous customer service rep had told us they were received! When we returned the three boxes we did exactly what Insight asked us to do. We hand wrote the RMA numbers on each of the three boxes. Insight contacted FEDEX to pickup the boxes. FEDEX picked up the boxes from my wife and scanned them into their system.
This situation still has not been resolved and Insight is telling me they cannot locate all of the units. This is the worst experience I have ever had with a business! I understand that things can go wrong but Insight has made this my problem every step of the way. I have spent countless hours now trying to get this resolved. I only hope we can get this $2600- credit posted to our account soon.
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