🚀 go-pugleaf

sjmartel@eudoramail.com
12 June 2001

     Briefly, I purchased what I was told was an Adaptec AHA2940UW
from an authorized Adaptec reseller. Upon having problems with the
board, it was realized that it was "fake/black market/OEM" (words of
Adaptec representative). I brought this issue to the authorized
Adaptec reseller, the Mac Zone, and they refused to take any action to
correct this matter, although they admit I was not sent what I
ordered. Please find more complete details below.

Dear Reader:
     I am writing you regarding the conduct of Multiple Zones
International Inc, AKA Mac Zone, AKA PC Zone of 707 South Grady Way,
Renton WA 98055 and 170 Gallagher Crest Road, Henderson NV 89104. I
ordered an Adaptec brand model AHA-2940UW from the Mac Zone. Prior to
the purchase, employees of the Mac Zone told me, over the phone, that
this product came with a five-year warranty from Adaptec and that the
Mac Zone was an authorized Adaptec reseller. I received the product
along with a manual, written five-year warranty policy from Adaptec
Inc, driver software, antistatic bag and other packing materials.
     I began to have serious problems with data corruption caused by
the board. This problem would be covered under the Adaptec warranty,
so I called the number listed on the warranty. I spoke with a
representative who asked for my name, product and serial number, which
I gave her. I was then told that the product I had was "a black market
item, which no authorized Adaptec reseller could legally sell in the
United States." I was also told that this product had no warranty of
any kind and that Adaptec would not do anything with this product. The
Mac Zone sold me this claiming it was a retail Adaptec product with a
five-year warranty and Adaptec confirmed this was not true. I was
upset to learn that I had been sent a black market item instead of the
product I ordered.
     I called the customer service line at Mac Zone and explained the
matter to approximately eight people. I was told they could not repair
or replace the product but I could return it for a refund. I was
issued a return authorization number and I was given specific
instructions to return the board with the manual, warranty info, and
the other original materials to 170 Gallagher Crest Road, Henderson NV
89104. I sent it back to them via Airborne Express. Several days after
it was delivered, I called to check on the status since I did not
receive the credit. I was told they would look into it and get back to
me. Later, I received a call back and was told again that what I was
sent was indeed not what I ordered and there was nothing they would
do. I was told they were going to send the black market item back to
me.
     One of the things I find most odd about this matter is that
everyone at the Mac Zone I have spoken to confirms that what was sent
to me was not what I ordered. But, this does not seem to concern any
of them. Employees of the Mac Zone grossly misrepresented the product
I ordered and have refused to remedy the situation.
     The refusal of Mac Zone customer service employees to resolve
this matter leaves me with few options. I have spoken to an attorney
about this matter who has informed me that the actions of the Mac Zone
may be criminal fraud as defined by the Massachusetts General Laws. I
may be able to legally remedy this by possibly filing charges or a
civil action. Regardless, this experience has completely tainted my
opinion of the Mac Zone.
     At the Mac Zones website
(http://www.zones.com/cgi-bin/zones/zbs/scripts/static/static_page.jsp?name=aboutusmission),
on a list of benefits to customers they list the following point, "A
proven reputation for ethical business practices". I can only
speculate how fraud is an ethical business practice. On the Table of
Contents page of their printed catalog (page 11 of Vol. 99m) they
write, "We've been working hard to provide you with the best advise on
your Macintosh purchase! Each one of our Mac Zone Sales Advisors has
achieved Gold Level status on Apple's continuing education program,
assuring you get the highest level of satisfaction." On page 75, under
the policies section, they write, "Zones is committed to customer
satisfaction." Nothing could be further from the truth in my
experience.

Sincerely,
SJ Martel
(435) 508-2526
sjmartel@eudoramail.com