ECTACO/Deluxe ER850&Ectaco C-Pen scanner / Easy to order, PAINFUL to return defectie products
The representative of Ectaco, who spoke in Russian managed to convince a 77 YEAR OLD RETIREE, who hardly speaks English, that this “product” would help in learning and understanding English. Since the Ectaco representative never explained the return policy while talking to the elder customer (my father in law), my wife and I requested this information from a sales representative who informed us about the 7 days available for the evaluation of the product, and NEVER MENTIONED A 6.5% RESTOCKING FEE. When the merchandise was delivered, it became clear that the PRODUCTS WERE DEFECTIVE. First, all attempts to scan anything with “Ectaco C-Pen scanner” failed. Then, no one could understand the voice of the “Deluxe ER850” – it completely failed in voice synthesis in both Russian and English. Finally, instead of sending a Russian electronic book (a promised bonus), Ectaco managed to send one in Polish! On the day 6 of the “7 day evaluation period” we called Ectaco, explained that we did not want this merchandise, received an RMA number, and sent it back via UPS. Simultaneously, we started a dispute regarding the restocking fee, which was not been revealed to the customer prior to the purchase. Moreover, how could my father-in-law understand Ectaco’s policy if he was solicited in Russian, but the fine print with the policy on the invoice was written in English? FINALLY, ECTACO REFUSED (stated in the UPS tracking report) TO ACCEPT THE MERCHANDISE WITH RMA# WHITHIN CUSTOMER EVALUATION PERIOD, and sent a letter to the Credit Card Company stated that customers did not contact Ectaco for RMA number, and that the merchandise was never returned. This case, which is currently under investigation by a Credit Card Company, clearly demonstrates that customers have difficulties in returning unwanted and defective merchandise even when following Ectaco’s rules. We feel that both English and Russian speaking customers should be aware of all of Ectaco’s practices that we faced recently. Think twice before placing your orders.