Eurocom - An unpleasant experience with a happy ending

EDIT: Resolution reached, post edited to remove dramatic elements.

I wanted to buy some parts for my P370SM, and normally RJTech would be my go-to place for this. Unfortunately they didn't have the parts I wanted, and after emailing around, Eurocom got back to me saying they had all parts in stock. And this is where the less than pleasant experience began. (there is a sort of happy ending at the end though)

In my original email I clearly quoted them the part #'s from the service manual, but somehow in the first few emails one of the parts got mixed up for something else. I had to cut and paste a page from the service manual for them to understand what I wanted. I m I asked them to quote me a final price, only for the salesperson to give me a terse "see pricing below" reply. Alright, so I calculate the final price myself, and ask them to confirm that one of the prices they quoted me was for EIGHT pieces, not just one. My question gets ignored, the salesperson asks for my shipping address instead. Then I am informed shipping is $24.95 because they only do FedEx or UPS. ( apparently this is company policy, so there was nothing the salesperson could do)

I ask for a Paypal invoice, and pay it as soon as I receive it the next day (Wednesday). Things should be fine at this point right? Nope you couldn't be more wrong. After being explicitly told the package would be shipped out on Thursday, I receive no confirmation or tracking number. So I email the next day to inquire, only for the same salesperson to ask me for the serial # of my laptop. His explanation was that the tech wanted to know the serial number so that he could confirm all the parts would fit correctly. (this actually made 100% sense in light of what happened next; I'm not going to discuss this publicly so you're gonna have to piece this one together yourself)

After receiving the parts, I was shocked to find that none of the parts that shipped were the parts I ordered. As you can imagine frustration and anger took over my emotions so my first few emails to Eurocom likely reflected this. Nonetheless, to cut to the chase I was offered a full refund and allowed to keep the parts at no cost to me. So yes, the resolution is more than satisfactory, and it's a "happy ending" in the sense that I didn't lose anything in the end. But see post #3 for why I would've preferred a different outcome...

 

We are very sorry to hear about your unsatisfactory purchase experience with us.

We work extremely hard to ensure all of our valued customers are treated in a respectful and appreciative manner. Our technical team manages a large number of parts orders and assists customers in their installation, if required, to ensure the parts match the chassis and therefore we require S/N for chassis model identification. We are sorry this extra step delayed your shipment, good luck with installing the parts and enjoying your system.

Our technicians are often assisting clients in selecting and installing their components. We often create and publish upgrade videos on YouTube for select instances like this to ensure customers are easily able to install their new components.

Please let us know how your install goes and if you have any questions.

 

I feel like I should give an update. There is a happy ending (sort of) so read through the entire thing.

So I received the parts this Monday, but to my great dismay they were the wrong parts, and quite literally not a single part in the shipment I received was what I ordered. A couple of emails later Eurocom promised me a return shipping label the next day.

The end of next business day comes, and I get anxious so I fire off another email. Eurocom's response was very apologetic, they refunded me my money and told me to keep the parts at no charge. I replied saying I'd still like to ship these back anyway because it's the right thing to do (and I would have no use for them), but I haven't heard back since.

So yes this is a happy ending for me in that not only did I not lose my money, I got some Clevo laptop parts for free. I know I should be rejoicing, but I'm not. At the expense of sounding ungrateful, I truly do appreciate Eurocom's resolution and their generous token of goodwill, but I really would've much preferred to spend my money and get the right parts after the back and forth experience I went through. As it stands I really don't have any use for these parts, but I guess I'll keep the screws for spares in case I need them some day.

In light of this, I have updated my first post to include this more than satisfactory resolution, and edited it to remove some of the more dramatic language.

 

Thread title changed per OP request. Glad it worked out for you, n=1.