person

Amazing customer service on a return...see below for an example of how a company should treat its customer...
Please wait for a site operator to respond.

You are now chatting with 'CS - Cesar C (Level 2)'

CS - Cesar C (Level 2): Hi Ron Johnstone,
CS - Cesar C (Level 2): Thank you for contacting Monoprice Customer Service.
CS - Cesar C (Level 2): My name is Cesar C. Give me a moment while I review your question.
CS - Cesar C (Level 2): How are you doing today Ron Johnstone?
Ron Johnstone: I'm fine, thanks.
CS - Cesar C (Level 2): Your question can be better answered by our returns department. I can transfer you to them at this time, will that be okay with you?
Ron Johnstone: That's fine.
CS - Cesar C (Level 2): Great. One moment while I transfer you over. Thank you for choosing Monoprice.com and have a wonderful day Ron Johnstone.
Please wait while I transfer the chat to 'RMA - Cristian M (Level 2)'.

You are now chatting with 'RMA - Cristian M (Level 2)'

RMA - Cristian M (Level 2): Hi Ron Johnstone,
RMA - Cristian M (Level 2): My name is Cristian M. Give me a moment while I review your question.
RMA - Cristian M (Level 2): How are you doing today Ron Johnstone?
Ron Johnstone: I'm okay, thanks.
RMA - Cristian M (Level 2): We can replace the clock radio.
RMA - Cristian M (Level 2): Let me set that up.
Ron Johnstone: That's great. Assume you will cover return shipping costs, etc.?
RMA - Cristian M (Level 2): Yes.
Ron Johnstone: Wonderful. Also, this is an xmas present, so important for the replacement to arrive by Friday.
RMA - Cristian M (Level 2): Successfully RMA Created. RMA RMA990141297
RMA - Cristian M (Level 2): .
RMA - Cristian M (Level 2): Please keep the RMA stated above for your reference.
RMA - Cristian M (Level 2): A returns department representative will contact you by E-mail which will include the RMA along with instructions to follow as well as doing further troubleshooting with you as necessary. The E-mail should arrive within 1 business day. I apologize for the inconvenient experience you've faced while using our products. However, thank you very much for your patience.
RMA - Cristian M (Level 2): Please note, due to various email spam filter configurations, in case the email was not received, I would advise that you check your Junk/Spam email folder or inbox as well.
RMA - Cristian M (Level 2): *If you have any questions regarding shipping, RMA confirmation number, or RMA confirmation email, as well as RMA return status, please send your inquiries directly to [email protected] and please include your RMA in the email as reference.
RMA - Cristian M (Level 2): Is there anything else I can help you with today?
Ron Johnstone: Nothing else, but can you confirm that I'll receive the replacement by Friday at my shipping address?
RMA - Cristian M (Level 2): can you confirm your address?
Ron Johnstone: 412 Knowles Ave. Santa Clara, CA 95050
RMA - Cristian M (Level 2): thank you
RMA - Cristian M (Level 2): it will be there before Friday
RMA - Cristian M (Level 2): Should be there Wed. or Thurs.
Ron Johnstone: Great. One last question...
Ron Johnstone: I see in the RMA email I received that Monoprice provided a shipping address label, but how is return postage covered? Should I pay in advance and Monoprice then credit by credit card for that amount? Or can you provide a prepaid postage label?
RMA - Cristian M (Level 2): We sent a prepaid label
Ron Johnstone: Ahhh, it will be included in the replacement box? If so, that's perfect. Thanks a ton!
RMA - Cristian M (Level 2): No, it will be emailed to you
RMA - Cristian M (Level 2): Not in the box.
RMA - Cristian M (Level 2): Should be in the last email you were just sent.
Ron Johnstone: I just received it and will take it from here. Thanks so much for your quick and helpful service...a real pleasure on my end! Happy holidays.
RMA - Cristian M (Level 2): I would appreciate your feedback on the survey upon closing out this chat session.
RMA - Cristian M (Level 2): Thank you Ron Johnstone for shopping Monoprice.com, we would like to wish you and your family a Happy Holiday and a Happy New Year .

Ron Johnstone, 12/20/2011

Mr

Monoprice has absolutly the best prices for quality products and super quick delivery. The cables were great and the texh support very helpful and friendly!

Thanks,

scooter, 12/20/2011

Poor Customer Service

Beware of Monoprice's poor customer servive. You can't make a change to an order even if it hasn't shipped yet. I tried to make a change before my oder was shipped and I was told tough luck. They hide behind the fact that everything is automated. I thought automation made things easier, not harder.

Mike, 12/18/2011

Great customer support

I placed a reasonably large order for a number of items but forgot one item. Within a few hours of placing my order, I used the Live Chat to chat with a customer service person and although Level 1 could not help me when I asked to be put through to Level 2 I was helped by Wayne B. Wayne explained that the terms and conditions do not allow an order to be modified after it is placed. I explained that the extra shipping charge on my additional item would amount to 22% in shipping which seemed unreasonable from my perspective. Wayne graciously agreed to waive the shipping costs for me. This was a great solution for me and I really appreciate the help with this matter.

Thanks MonoPrice and Wayne, I will be a repeat customer and I will be more careful in the future.

Tony, 12/17/2011

V.P. Operations

I have purchased several hundred cables from Monoprice over that last 6 or 7 years... many of which I was unable to find anywhere else. Frankly I no longer even look elsewhere as your selection, quality and prices are second to none.

Thanks Monoprice!

Pawaso, 12/17/2011

TSP II - California

I have been a Monoprice customer for over a year now and I have absolutely nothing but good things to say about them. If you're worried about the cheap prices and question the quality products they're shipping out, don't. Their cables and accessories are most of the time better quality than what you would buy at a local store for sometimes 10x more.

They have awesome customer service. I ordered a part that the carrier labeled as shipped and left at the door, but I never got my item. Monoprice sent me another one, even though the carrier marked it as delivered. They completely dealt with the carrier, no hassle. I honestly did not expect a replacement item, as I know it is not Monoprice's fault, but they sent me a replacement.

They have turned me into a loyal customer that would donate money to this company if I could.

So get out there and buy from Monoprice and tell all your friends! Convince your work to buy cables from them!

Tim, 12/16/2011

Customer

I had a Quill salesperson come to our office last week. She went through the how great and cheap they were and then asked what we paid for toner cartridges for our HP laser printer.

She told me that her 49x, if from HP would be $130.00 but she could get me her model for $86.00. I told her that we paid $35.00 for the ones from you.

She snapped and said show me the receipt, she didn't believe me. I opened your website and with her looking over my shoulder we found out that we paid $22.00 each.

She blurted out "who are these assholes". Then she wondered how much money her company was making off their toner.

Thanks to you and your website not only do we save lots of money, but we also don't have to have salespeople calling on us.

Thanks

Stephen
Insulation Plus
Boise, Idaho

SNIPPER, 12/16/2011

Retired Cryptologist and Recording Engineer

I just received my second order from Monoprice. Both time I was well pleased. Very good prices, expedient processing and shipping. And what a vast catalogue. I'll be back and will tell my friends. Thanks, Barry Knight

Templar, 12/15/2011