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Windows 7: Tiger Direct has awful service.

25 May 2010   #1

Windows 7 Home Premium 64-bit
Tiger Direct has awful service.

I just bought a Canon Vixia HF200 from them, I was lucky to get the order processed they fought me the whole way. Almost everyone I talked to was not friendly or helpful in any manner.

I live in Canada, but the HF200 wasn't available on Tiger Direct .ca... When I tried to purchase it on I got to the checkout to find Canada is not listed on the country list.

So I tried to call the number on the website, and it called TD Canada, who was closed for the long weekend. Then I went back to and find the chat support, and try to get some help. I tell them I'm trying to order the camera, but Canada isn't on the list, the camera isn't available on, and that I don't need to ship to Canada, because we have a place to ship to in Lynden Washington. So the chat support guy tells me I can't order from them, I'll have to order from and that they don't ship to Canada. It's like he didn't read a word I said. Eventually he gives me another phone number I can call, and it actually rings through to now.

The agent answers and all he says is how can I help you... To which I reply I'm trying to place an order... Nothing... Nothing... Hello? I say... So he says how can I help you? Again, I say I'm trying to place an order, and again he says nothing... This goes on a few more times... It turns out that it wasn't him not hearing me, he simply didn't understand that I wanted to place an order on the phone I guess? I thought the fact I was on the phone, and asking to place an order would be a give away, but no... I really wasn't impressed with this guy... However we get the order placed.

When I wake up I check for my confirmation email, and I have one from their credit card dept saying my order is on hold. They won't attempt to process the order because my shipping address is different from my billing address.. What is with this? Why do they allow you to provide different addresses if they don't allow you to use them? They say there's no way to confirm it's actually the card holder ordering, however, I am almost certain that the purpose of the CV or whatever number on the back of the card is so that it can be verified on the phone or internet. Aside from that, they put you on hold for about 15 minutes and confirm the information with the bank? So they have my phone number, they have the card holders phone number, but no, they won't process it. So I give up and say fine, ship it to Canada, to my billing address but it better still be free shipping. I still don't like this option though because there will probably be an additional $50 - $70 "brokerage" charge from UPS if they take it through the border. So we switch the address and they send it to the credit dept, they put me on hold for another 15 minutes to verify all of the cards information with the bank.

Then they come back and say, ok so we've verified everything with the bank, the address, name, phone number, etc, and you are shipping right to the card holder (me) billing address.... However... We can't find you in a phone book so we can't process your order. What the hell is that about?! They want me to send them a copy of my drivers license. You know, in case the bank issuing the credit card company decides not to pay them since they shipped an item to the verified card holder registered with the bank?

I make them put me on with a supervisor (I've already been on with one during the process earlier, to get the shipping address changed to the billing). Again, it is quite a long wait. Finally, the supervisor comes on, and says since they've verified the info with the bank, that she can instead confirm it by calling me on the phone number registered with the card. She says she wants to put me on hold and call me... I have to explain that I'm already on that phone with her and she'll have to hang up first. She calls back, and says ok we'll process it now. So, this whole we won't process your order is a judgement call obviously, since she decided that a phone call would suffice, so everyone else has simply been being a ***** with no sense of customer service.

Anyways, I still don't want to pay the broker fee when they ship across the border, so I call back right away now that they've billed me, but haven't picked, packed, or shipped the order. I ask them if they can change the shipping address... I also recognized the voice on the phone, it was that first guy I talked too with the worst attitude. He simply says it's already processed we can't do anything. I hang up and try again, I get someone else, same thing.

So I go to the web site, and go to chat support, and get on with an agent. I say, can you change the ship to address on my order. He responds, sure, what is your order number?!!! What?! It's that easy? Seriously, the last guy was good, he didn't waste time, he wasn't rude, and best of all he actually helped! I verified that it was changed (immediately) by tracking my order on the website.

If he could change it, the phone agents should have been able too as well, but they are rude, unfriendly awful service providers. Tiger Direct has the worst customer service I've ever experienced and I will not ever order from them again.
My System SpecsSystem Spec
25 May 2010   #2

Windows 7 Pro 64bit build 7601 SP1

You couldn't buy it from a different source? I feel you though. I went through a some what similar customer service issue with our internet provider Comcast. Boy that was a ridiculous scenario. I posted about here a while back. Wierd Comcast customer service rant.
My System SpecsSystem Spec
25 May 2010   #3

Windows 7 Home Premium 64-bit

I'll check it out.

I suppose I could've bought it elsewhere, but I didn't see as good of a price... It was on for $399, granted it is refurbished... Looking now I do see the same price at another store, but I thought TD was the only one with that price when I ordered.
My System SpecsSystem Spec

25 May 2010   #4

Windows 7 Home Premium 64-bit

Was taken from them a year back or so... extra fees on top of that as well for been canadian, it took 4 weeks to arrive and the box was crushed... needless to say i never signed for it and refused the order... then ordered from another outfit, may have been future shop or something as so and I got it in a few days for much cheaper... GL
My System SpecsSystem Spec
15 Jul 2010   #5

Windows 7 Ultimate

Newegg all the way!! Love them
My System SpecsSystem Spec
15 Jul 2010   #6

WinXP / Win 7 / Win 8.1 64bit Dual Boot

The Egg is Great, never had a problem with an RMA or a return
My System SpecsSystem Spec
15 Jul 2010   #7

Windows 7 Home Premium x64

Tiger Direct blows. Years ago, I bought a stick of 256 MB Crucial RAM. When I opened the box, it was a stick of SimpleTech instead. They had baited and switched me! I've never bought anything from them since.
My System SpecsSystem Spec
15 Jul 2010   #8

W7x64 Pro, SuSe 12.1/** W7 x64 Pro, XP MCE

I've never had a problem with any order from TD, and shall continue using them until I do.
My System SpecsSystem Spec
15 Jul 2010   #9

Windows 7 Home Premium x64

I'm happy for you.
My System SpecsSystem Spec
15 Jul 2010   #10

Windows 7 Home Premium x64

I had a friend who ordered a Socket 939 motherboard from them. It arrived DOA, wouldn't boot at all. He sent it back via RMA and they sent him that SAME motherboard back. He knew because he put a small mark on it with a Sharpie.

Very poor customer service. I would never order from them no matter how cheap their prices were.
My System SpecsSystem Spec

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