Ordered new APC and received faulty refurbished unit instead.

[Anonymous user]

I bought an APC BR1500LCD unit through Amazon.com. However, once I received the unit, I noticed that it has many scruffs and scratches, as well as the power cord. In other words I was sent a refurbished unit even though I paid full price for a new one. This frankly is unexcusable. I can understand sending a refurbished unit to replace a customer's faulty one. But I don't see any justification at all for sending an obviously used and refurbished unit when a customer has ordered a brand new unit at full price. Had I wanted a used unit I would have bought one. I was willing to spend good money for reliability. Sending a "fixed" unit that was previously broken and used does not smack of reliability and stability to me. To make matters worse the battery connection seems to be missing a needed plastic peice so I can't even connect the unit, and even if I can I now have a used battery that will now crap out faster forcing me to buy a new one sooner tha I should have needed to. Do not try to tell me otherwise APC. The battery is so scuffed, its even stained from some previous use as well. I've now spent close to 200$ for a unit I can't even use and I can't imagine what the added expenses of sending it back are, since the unit is missing connectors. This is ridiculous. I intend to go through Amazon now to return the unit. APC should be ahamed it charges so m uch more than its competitors and then treats its customers like schmucks to be fleeced.

[Erasmus_apc · Accepted solution]

This is assuming the damage and error is on APC's part, which it is not.

The unit had to come out of Amazon stock to be shipped to you, not ours. APC does not take a "real time" order from Amazon, then ship out of our stock to them, and then them to you...it's just not how it works. APC also does not ship out units that look used or broken...we have a burn-in and testing process (which a unit with a broken battery connector would never pass) or all our units to prevent that. A new unit, straight from our stock, would also have a noticeable plastic smell from the cleaning and curing of the UPS frames. A reseller, however, does not go through those steps. If APC was a manufacturer that sold used units "new" to resellers, then why a) are there not more posts on our forums about it, and b) why wouldn't the reseller also complain to us about the condition of the product? Keep in mind that when you order from Amazon, they can use any one of their partners to ship the unit to you...the unit does not always come from Amazon themselves.

Also, according to your Amazon.com review:
+"APC has lately had a reputation for terrible customer service. I used to rely on them for stability and reliabilty, but if APC's idea of this is sending used, previously broken, now fixed units, then I think I'll pass from now on."+

This product has a 4.5 star review, and it seems the majority of the other reviewers were extremely happy with their purchase. I'm not sure where you are generating your idea of our customer service reputation from, but it doesn't seem to jive with most of the other customers.

We do not feel ashamed about charging customers a reasonable price for superior products and superior service. However, we also want our customers to have faith in our company, and if Amazon (or other resellers) will not return your product for you, then we generally do even if it was their fault for any issues that come up.