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Stay away from Monarch Computer

S

Slide

n00b
Joined
Jun 9, 2004
Messages
18
Monday, Oct 18th, I ordered a 3200+ 90nm chip from Monarch Computer along w/other hardware totalling about $620. I spent an extra $26 on 2-day shipping to ensure that I would receive it before the weekend. Everything was looking good, until last night at 5:00 PM when I received this email:

Thank you for your recent order with Monarch Computer! Recently, you placed an order for an AMD Athlon 64 939 pin 90 nm processor. Since their release, the A64 939 pin 90 nm processors have been in very high demand. Due to their popularity, the supply has been unable to keep up with the demand.

We received and sent out many of these processors when they were initially released. Unfortunately, we were told that the supply would be plentiful for future orders, and that has not been the case.

Our next shipment has been delayed by AMD until October 29th. This date is subject to change, but it is the best date we have been currently given. We deal directly with AMD, and are completely at their mercy as to when we are to receive the product. Please check our website for the latest estimated delivery date on the processor you ordered.

We do apologize for this inconvenience, and if you have any questions, please reply back to this email.

Sincerely,

Monarch Computer Order Status Department
http://www.monarchcomputer.com​

I immediately tried calling them to cancel the order, only to find out that they sent off the email as they were walking out the door. This morning, I called them up and ended up speaking to a manager, Jeremy. He was completely unapologetic, and said that it wasn't their fault, AMD just didn't have any to ship. When I asked him why it was "in stock" when I ordered it and that clearly wasn't the case, as they had to order them from AMD, he then asked me if I wanted to cancel my order. I told him that if there wasn't any other way to resolve it, then yes. He told me I had to send an email, that they wouldn't do it over the phone. I don't understand why they can charge credit cards over the phone, but can't reverse those charges.
To make it short, here are the emails from the order cancellation:

Attn: Jeremy
Immediately credit my account for the 619.20 you stole from me. If I
am not showing the balance as being credited to my account by tomorrow
afternoon, I will be contacting my credit card company and filing a
complaint. I would also like to state that I will be posting my
results with your company and customer service in various forums such
as HardOCP, System Cooling, Liquid Ninjas, and others. Thank you
again for sending out the email last night after the office was closed
so this could not be resolved yesterday.​

As you can see, I was a little angry after talking to him. He provided by far the worst customer service I have ever had, anywhere.

Your order has been placed on hold to be cancelled.
Refunds take 3-4 business days to reflect in your account depending on your bank or credit card company's refund policy.
Thank you.​

This was a little too vague for me:

Please explain "Your order has been placed on hold to be cancelled."
Have you ran a credit to my card through your machine or not? I don't
want it placed on hold to be cancelled, I want it cancelled and my card credited IMMEDIATELY!!!!​

His reply:

Refund policy, which is clearly stated on the website can take 3-4 business days to reflect in your account, also depending on your bank or credit card company's refund policy. Refunds are done on a daily basis.​

I immediately called up Discover card, disputed the charges, and filed a complaint. They stated that they would call Monarch and ask them why my card was charged and the items not shipped, as the law requires.

Let this be a lesson, STAY CLEAR of Monarch. I'm sure most of their orders go through fine, but if there are ANY problems, you are screwed. I'm still pretty angry about sending the email, then immediately leaving the office so it couldn't be resolved. Now it will be impossible to have the final parts for my system by this weekend.
 
eh, I think not having the cpu's was monarch fault, but I think you're jumping the gun here. If they do have a policy(which you should have read before you ordered) in which it takes 3-4 days for a refund, I would wait the 3 or 4 days.

The two times I had experience with them (helped a friend build a pc, and bought a sb live + 4.1 speakers) was so long ago, ~1999/2000, so things might have changed but I had good experience with them.
 
I could care less about Monarch's policies. According the the agreement they have with the credit companies, they aren't supposed to charge a card until they are ready to ship a product. Any agreement they have with me is trumped by the agreement they previously made to use Discover card for transactions on their website. Basically, they promised something to me and charged me for an item that did not exist. Purely for arguments sake, what would happen in this circumstance:
I order a cpu and they shipped it to me with a bill. When I get the cpu and bill, I check in my account and find out I don't have the money. I had it when I ordered the chip, but oops, I guess I spent it. So, I send them an email saying that I'm all out of money and won't have any for an estimated 1 1/2-2 weeks and I will send it to them then.

If that happened, do you think they would say "well, I guess we can go ahead and wait for a couple weeks, we did agree to ship the cpu first." Hell no they wouldn't, they would send my ass to a collection agency. They also wouldn't wait 3-5 days to do it, they would do it immediately.
Basically all that I'm saying is that if their customer service was worth a damn, they would take care of the problem. Accidents happen, good customer service will clean up the accident and make everyone happy. Bad customer service will tell your customer to bugger off, like they did.
 
i understand your initial desire to cancel the order, but you jumped him pretty hard, and got really bent out of shape for no good reason...if I was him, I woulda told you to piss off, call your goddamned credit company and file a complaint, you'll get it back when you get it back

your concern and requests were valid, but you had no reason to fly off the handle, thats pretty weak of you in my unbiased opinion ( i dont know you, and never dealt with monach before)
 
So lemme get this right...

You ordered a bunch of parts. One was not available, though the website said it was. You receive an e-mail informing you of this. You call to cancel the order, they wanted the request in writing. You provde this, and they process your cancel in accordance with the terms you agreed to when you checked out.

What is the problem here? They were out of stock, no online ordering system is perfect as far as inventory, heck no B&M retailer can tell you exactly how many of X product they have on the shelf right now.

I think you overreacted when you said they "stole" your money, and disputed the claim with your CC company.
 
Although you have every right to be angry, you seemed to be very rude with them. And you really jumped the gun on them.

Maybe if you were couterous and polite with them, and if you understood their rules posted on their site, you would understand their side as well.
 
:D I have to disagree with the poster. Any problem I have ever encountered with Monarch usually stems back to something I did incorrectly. I can understand the poster being upset, but in my opinion, it was completely unreasonable for him to jump all over Monarch for a shortage of chip that nearly every bullentin board related to computers is abuzz with.

I ordered my most recent parts from Monarch, after cancelling an order on New Egg, they called me when the Credit Card Company had a question(ordering a ton of parts from two different companies hit a possible fraud flag). We quickly resolved it and the order was put through. I then noticed I had made a horrible error on the selection of my case. I emailed Jeremy and called him. He was polite, completely understood why I would want to change my case selection and changed it for me without delaying the order at all. He even confirmed with me in a follow up email that the change had been made.

I really think the poster had unreasonable expectations and immediately went nuclear without being calm first. I for one know if I get someone who is immediately climbing down my throat on the phone, they get treated appropriately ;) .

Next time, calm down before you call customer service for ANYTHING, you will be amazed at your success rate. Good luck finding what you want.

I for one will continue to recommend and buy from Monarch Computers as well as New Egg.
 
I as said before, I have no problem with them being out of a product, just have the decency to let me know so I can make a decision to change/cancel my order. Don't inform me, then walk out of the office. Second, when I originally called this morning and started talking to a lady on the phone I was very friendly. I originally was planning on having them send everything else and credit my account for the price of the cpu. Then I could just order from somewhere that had them in stock. I told the her I had a question about my order. She then asked me if I had gotten the email (bad Office Space flashback.) I said yes, and that I wanted more info. She put me on hold to talk to her manager. A couple seconds later she informed me that AMD didn't have enough in stock to send them. From how she said it, it sounded like they were counting on AMD to send them chips to cover the purshases from the last couple of days when they claimed to have them in stock. I then asked why they charged my card if they didn't have any in stock. She said it was in their terms of agreement. I believe it was then that she asked me to hold and transfered the line to Jeremy. Immediately he took a "so what" attitude. At this point, I don't claim that I wasn't angry, I was. Anyway, the rest is posted above.

I'm done posting any more on this topic, I just want my money back from them and I will never cast a shadow on their doorstep again. Something that I'm sure both of us would like.
 
Slide said:
I as said before, I have no problem with them being out of a product, just have the decency to let me know so I can make a decision to change/cancel my order. Don't inform me, then walk out of the office.
Click to expand...

they did let you know, from the sound of it, as soon as they knew. Would you have them go back in time to send an email sooner? You expect them to sit around an office all weekend in case you email back? You expect them to wait until the next business day to send an email? Then you would be bitching because they waited 3 days to email you.

They made a simple mistake, and made reasonable efforts to deal with it, sounds to me like you're bitching because you didn't get your way perfectly.
 
Steel Chicken said:
They made a simple mistake, and made reasonable efforts to deal with it, sounds to me like you're bitching because you didn't get your way perfectly.
Click to expand...

I spent an extra $26 on 2-day shipping to ensure that I would receive it before the weekend.
Click to expand...

Says everything you need to know... Didn't get his stuff when he payed extra to "ensure" it would get there before the weekend.

BTW, paying for 2 day shipping means the SHIPPER will take two days, not the SELLER. That does not ensure delivery on a set date.
 
they can't ensure to ship it if they dont have it, hence their *mistake* as soon as they found out their mistake they emailed him

WTF were they supposed to do?
 
I understand, I agree with you completely... He just wants his equipment, and is dragging a vendor's name through the mud because he didn't get his toys on time. :rolleyes:

I'd suggest the OP buy from B&M stores if buying online is too difficult. This is pretty much par for the course, I don't think newegg would have handled this any different...
 
I dont see what they did wrong to be honest. I think you need to loosen up a little bit. You were rude to them and naturally they are going to be rude back.

Every online retailer makes mistakes. The "perfect" newegg has probable made that mistake a 100 times.

What are you in such a big hurry for anyways?
 
you do realize that it take 2 to 4 days to process anything credit related don't you? The reason they say 3 to 4 days is they might have done the refund on your card 10 minutes after recieving you email but it wouldn't post on your account for 3 business days, credit is not the same as debit and you should know how these things work if you pay any attention to your accounts. Second, mistakes happen and they said they would refund your money in FULL accourding to their policies, i don't see anything wrong with that. They didnt' steal anything from you, you ordered, a inventory mistake was made and the agreed to refund your money with a confirmation email to do so. Grow up and deal with problems like these with an open and understanding mind and they will work out in the end.

oh and if you want to know, Monacrh's B&M is in atlanta
 
While I do not fault you for being angry about the misrepresentation on the website, which is clearly their fault, and if in fact they are not supposed to charge the card prior to shipping (newegg and every other online retailer I have ever ordered from has a "pending charge" immediately after placing the order), that is another reason to be upset. However, if their refund policy is 3-4 days and requires a written email, it is your responsibility to adhere to those terms, since you implicitly agreed to them when you placed the order. They are certainly not ideal policies, I agree, but if you signed on for them, it is your responsibility to adhere.
 
I understand being mad somewhat on two things. First, They chaged his account without having the product.. Now, I would assume that they would set aside a product for him, or atleast make sure they have it in inventory, when they charge the account. The 3-4 business days is standard. Secondly, they posted false information on thier site saying they had it in stock when they didnt. Now this isnt the only story I have heard from Monarch. I can recall 2 more. One time, Monarch sent the wrong videocard, they advertised an XT PE and set a plain XT. The other time, they didnt have a product in stock, so they delayed the order and it took weeks to get it back in stock on one of thier full computer purchases. However, the computer came with lots of extras included T-shirts, etc... I understand that no business is perfect, however I would not order from them personally, from the stories and I feel they have high prices. I have dealt with multiple online retailers such as Newegg, zipzoomfly, excaliberpc, pc supply source, jab-tech, and tons more.. Not one single problem. I expect 90% of the time to recieve the right part on time because that is what they do is send parts.
 
Just bought a new machine at Monarch and was very pleased with the service.The machine was nearing the estimated number of days to ship but was not yet in the build stage.I sent a polite email concerning the time issue.They replied that only business days count to the build time.The surprising thing was, they upgraded my ground shipping to 2 day air even though the error was mine.Funny how not acting like an ass helps eh?
 
I've heard nothing but good things about Monarch. They have good prices and good service.

I think you're blowing this way out of proportion. Calm down.

You didnt need to write those emails to them either. I'm surprised they remained nice after those.
 
Hell, my friend just bought an X800XTPE from them , they sent him an X800Pro, they called him, were like " We're So sorry for sending you the wrong card, send the card back to us, and we'll quickly ship out the right one." (note, with a nice southern accent), so that alone made me want to buy from them some time.

Dude, you deff reacted poorly on that one tho, its not their fault people wanted a processor, and they couldnt supply the demand.
 
fyi: even if he did process your credit right away it can still take 3-4 days to post to your account like he said.
 
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