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Daewoo Return Unit Information Log

On Jan 18, 1999 I sent the following report to OnSale.COM, via Cust service "WEB FORM":

I am a computer programmer for 20 years. After getting the unit, and trying to use it I found that the product was not as advertised:
1) It did not have a "Smart card interface".
2) The unit does not have a "PC card interface".
3) The browser does not support "HTML 3.2", not even close.
4) The browser does have "full frames support".
5) The browser does not "support offline viewing".
6) The browser hangs frequently when browsing the net.
7) The email does not work, it appears not to support POP3.
8) The email does not have "offline viewing and editing".
9) They are NOT working on a software upgrade that will support "SSL" and "SET".
10) Warranty service is NOT provided by Daewoo at 978-562-3322. I called, they "don't know about that model, it is not made by their division and they can't help me". The guy said he gets 50 calls a day.
11) The Operating System is no longer suppored by GreenTech, when I called they said we can't help you.
That's all I can come up with right now, offhand. Sadly, this item was a great disappointment when compared with the advertised specifications.
Web Form response:
Thank you for your customer service request which was received on
Monday January 18, 1999 1:12 pm PST. Your request has been assigned
Request ID number 415403 for tracking purposes. I am the customer
service representative that will be handling this inquiry for you.

I will keep you updated on the progress of your inquiry via e-mail or
telephone. You can also check for updates on your request directly using
our Customer Service Center.

Customer service is our top priority and we will make every effort to
resolve your request within one(1) business day.

Thank you for your patience.

Sincerely,
BRENDA NAGASAWA
ONSALE Customer Service Representative

Real Response
Subject: Customer Service Request Update
From: ONSALE <ONSALE_MailList@new-jersey.onsale.com>
Date: Tue, 19 Jan 1999 11:19:03 -0800

Dear Cristan Mooney,

Here is an update to your customer service request:

"Thank you for the update.  I apologize you have encountered problems
with this order.  Your order was supplied and shipped to you from the
outside vendor, A.B.S. Inc. I have been asked to have you contact them
directly.  A.B.S. Inc would like to hear from you directly at
service@printerpros.com or you can call at (415) 487-4500 regarding
this order.

Please supply A.B.S. Inc with your ONSALE order ID number, the date
the auction closed and a brief description of the request.

Thank you.
"

For the complete record of your request, go to:

 https://www.onsale.com/custserv/csr_lu.htm

Sincerely,

Brenda Nagasawa
Customer Service Representative

---------------------------------------------------------------------
For customer service, go to:
https://www.onsale.com/custserv/custserv.htm
Please do not reply directly to this email.

My Actions With ABS (On Jan 19, 1999 at  3PM EST [-0500])
Hello ABS:

I have been asked by OnSale.COM to deal with you directly on my request for return of an item I purchased at OnSale.COM (needless to say I find this very improper).

Customer: Cris Mooney, 1228 Malvern Ave, Pittsburgh PA 15217
The item: Daewoo Internet TV with Wireless Keyboard
                   Built-in 33.6 Kbps Modem
                   Manufacturer's Part #: DSN-300A
OnSale Order#7134941
OnSale Lot #1453817
Dec 17, 1998, 3:00 pm PST - Auction closed
Dec 18, 1998, 10:37 am PST - Order sent to A.B.S. Inc for processing and  fulfillment.
Shipped to: Pgh, PA, UPS tracking  "1Z 375 1W8 03 4260 9105"
OnSale Request [return] ID number: 415403.

Here is the information I provided to OnSale.COM:

------------------ Start Info To OnSale ----------------
I am a computer programmer for 20 years. After getting the unit, and trying to use it I found that the product was not as
advertised:
  1) It did not have a "Smart card interface".
  2) The unit does not have a "PC card interface".
  3) The browser does not support "HTML 3.2", not even close.
  4) The browser does have "full frames support".
  5) The browser does not "support offline viewing".
  6) The browser hangs frequently when browsing the net.
  7) The email does not work, it appears not to support POP3.
  8) The email does not have "offline viewing and editing".
  9) They are NOT working on a software upgrade that will support "SSL" and "SET".
  10) Warranty service is NOT provided by Daewoo at 978-562-3322. I called, they "don't know about that model, it is not made
by their division and they can't help me". The guy said he gets 50 calls a day.
  11) The Operating System is no longer suppored by GreenTech, when I called they said we can't help you.
That's all I can come up with right now, offhand. Sadly, this item was a great disappointment when compared with the advertised
specifications.
------------------ End info To OnSale ----------------

I have made every effort to get this unit to work properly; great efforts that were clearly unavoidable, given that this unit is inherantly defective. I should not have had to go through these hoops. OnSale continues selling this item, which I am certain everyone clearly knows is not up to the claims (which remain unmodified on OnSale.com to this day). I suspect 90% of buyers will just accept the loss, giving your plenty of undeserved profit, so I expect that you will resolve my claim quickly - because I am starting to get justifiably upset. I would appreciate closing this matter. - Cris Mooney

On Tue, 19 Jan 1999 11:19:03 -0800, Onsale.COM wrote:

<Message included for ABS, removed redundancy here>

ABS Response #1
Subject: Re: Customer Service Request
Date: Tue, 19 Jan 1999 15:13:00 -0800

Kathy wrote:

We would like to apologize about the problem.  Please provide us a fax
number so that we can fax you over a RMA label to return the product.  As
soon as we receive it, we'll issue you a full refund.

Thank you.

Kathy
aBS

To: Cris Mooney <cmooney_news@jumpdev.com>
Subject: Re: Customer Service Request
From: ann <annt@printerpros.com>
Date: Thu, 21 Jan 1999 15:54:11 -0800

Kathy wrote:

We'll fax you over the label tomorrow.

Thank you.

Kathy
aBS

My Sending Of Fax Info (Sent 1/19/99 11:45AM EST [-0500] )
Hello Kathy (and Ann?):

Thank you for your prompt response.

Cris Mooney Fax: 412-681-2163
Alt Cris Fax: 412-920-7134 (In case primary is down [computer])
Customer: Cris Mooney, 1228 Malvern Ave, Pittsburgh PA 15217
The item: Daewoo Internet TV with Wireless Keyboard
                   Built-in 33.6 Kbps Modem
                   Manufacturer's Part #: DSN-300A
OnSale Order#7134941
OnSale Lot #1453817
Dec 17, 1998, 3:00 pm PST - Auction closed
Dec 18, 1998, 10:37 am PST - Order sent to A.B.S. Inc for processing
 and  fulfillment.
Shipped to: Pgh, PA, UPS tracking  "1Z 375 1W8 03 4260 9105"
OnSale Request [return] ID number: 415403.

Regards,
Cris Mooney

ABS Response #2
Subject: Re: Customer Service Request
Date: Thu, 21 Jan 1999 15:54:11 -0800

Kathy wrote:

We'll fax you over the label tomorrow.

Thank you.

Kathy
aBS

ABS did fax RMA, but I am holding the unit since I was informed how to reset the unit and download another OS.



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