Monarchcomputer = LIAR [Archive] - Overclockers Forums

Kenshiro

09-27-06, 03:39 PM

Well, I bought an item from monarchcomputer late yesterday. For some reason, I dont feel like buying it anymore. So, I called them up just now to cancel the order, hoping that the order has not been shipped yet. Someone picked up the phone, and I told him my request. He said my order had been shipped already. WOW, I was really impressed. He said I should get my tracking number later in the evening.

An hour later, I still have not receive the tracking number yet. So, I called monarchcomputer again. Same dude picked up the phone (I can recognize his southern accent). This time, I'm got smarter with my question. I ask, I want to check the order status of my item, and the tracking number. He transferred me to the customer service. The 2nd dude checked the status of my order... and guess what...... IT HAS NOT BEEN SHIPPED YET.

So, in this case, I told him I want to cancel my order. Unfortunately, he said I have to send him via email, or use the request inquiry form from their website.

These guys are freaking lairs. I did notice that the ratings for monarchcomputer has been going down. Whats up with these guys???

DvBoard

09-27-06, 04:07 PM

Sounds like the first guy just was lazy and didn't want to deal with you/the hassle of returns. Send 'em an e-mail and cancel, as well as a note on it about the service you recieved.

mbigna

09-27-06, 04:08 PM

Bob Vila

09-27-06, 04:18 PM

I sent a lengthy email to monarch before and all I got in response was, "We are very sorry and I am going to forward the email to the appropriate deptartment."

I guess the email was received and they have now since realized that with a little more effort, they can completely alientate their customer base.

Kenshiro

09-27-06, 04:42 PM

I was going thru the reviews in pricegrabber. apparently, the issues most people have is with the customer service. Some people complained they got charged very fast and took a while to get credited back. Well, lets wait for a few days and see what happen then. If they are fast at cancelling my order, then I'm ok with it.

pik4chu

09-28-06, 09:45 AM

You should consider that after they got your call, someone managed to get the ordered merchandise off the truck (or out of the shipping bay) just in time to honor your original request. Just a thought...

I dont see how that is a legitimate or even plausible solution considering the first guy said "its been shipped wait for your tracking number" It boils down to laziness and poor customer service.

Kenshiro

09-28-06, 10:01 AM

I dont see how that is a legitimate or even plausible solution considering the first guy said "its been shipped wait for your tracking number" It boils down to laziness and poor customer service.

Could be laziness... but i think it's probably they are told to do that, so monarchcomputer won't lose the sale. Because monarchcomputer said they can't cancel order verbally. It must be a written request. All that guy have to do is told me to send in the written request like the 2nd guy did.

Max0r

09-28-06, 11:25 AM

Just tell them you'll reverse any and all charges. That usually perks em up.

Kenshiro

09-29-06, 12:32 PM

well, I've sent them cancellation email 2 days ago, and didn't get any confirmation from them. Call them up this morning, the guy digged up my email, and confirmed it is cancelled. This is good enough for me. anyway, I will constantly monitor my credit card and make sure I don't get charged for "restocking" fee, since I cancelled it prior to shipping out to me. Will keep you guys posted.

Super Nade

09-29-06, 12:34 PM

Contact their rep Monarch CSR. He may be able to help.

Kenshiro

09-29-06, 12:46 PM

Contact their rep Monarch CSR. He may be able to help.

Thanks nade. As of right now, I can't check my credit card bill. Believe it or now, my company's server actually blocked out Citibank's credit card website. this is just stupid. Personally, I don't want to create any hassle to any retailers, until I have all information at hand. When I go home tonight, I will check my credit card and make sure it is not charged. The sales rep had indicated my order was already cancelled, and I will take his word for it. If it is being charged, I will definitely follow your advice and email monarch's rep on this forum.

Thanks for the advice again.

Kenshiro

10-06-06, 10:45 AM

Update on the situation. As of right now, I "believe" that my order is officially cancelled. My credit card is not charged. However, Monarchcomputer should send an email to confirm that the order has been cancelled. I think their not replying is very unprofessional. I'm definitely leaving a BAD review at resellersrating.com. I have to say that monarchcomputer is in NO WAY close to newegg's service. Personally, I won't buy from monarchcomputer again, unless they have a super awesome deal.

Pinky

10-06-06, 02:10 PM

I'll always pay more to buy from a more reputable reseller like zipzoomfly, directron, or newegg (to name a few). With so many choices for sometimes pennies more I can't see why anyone takes their chances with these "other guys".

Kenshiro

10-06-06, 02:14 PM

I agree with you. However, monarchcomputer was not "the other guys". They used to be the main guys because of the quality and service. People used to say monarchcomputer is the mini newegg. I really don't know what happen to monarchcomputer now. Their ratings recently have dropped dramatically at resellersrating.com. Now, they just became "the other guys" in my book.

Kenshiro

10-07-06, 07:06 PM

NEW UPDATE!!!!!!!

Just received my credit card statement, guess what, there is a charge from monarchcomputer for this stupid CPU that I have cancelled. FYI, I did not receive any information from monarchcomputer so far. No email saying that the item was shipped or cancelled. This is ridiculous. Definitely going to email the monarch rep here in this forum about this. I'm also going to call monarch on Monday to TELL them to remove this charge. If they dont do this immediately, I will call Citibank and report monarchcomputer for unethical business pratice.

Rattle

10-07-06, 07:17 PM

monarch = sux

they came back for a while and were better first couple quaters this year, I noticed myself personally cuz I usually order anywhere from 12-24 items each quarter. Newegg, zipzoomfly, monarch, allstarshop, xpc gear, sidewinder, among others.

The frequency of problems was always higher with monarch, they seemed to be on the ball the first 2 quarters enuff to even change my mind, I dunno what happend tho. They had such a good deal on a 520 powerstream compared to newegg I had my buddy get it from there, ws like $110 before rebate. I was worried, but he got it without issue and within 5 days after ordering it...

Kenshiro

10-07-06, 09:42 PM

Checking the feedback at resellersrating.com, the issue is not with receiving the item. The problems are primary related to cancelling, RMA, returning, and refunding. It's like these guys are freaking robbers. Once they got your order, they charge it immediately. And when you try to get the credit back, they are became the biggest @$$hole. I'm really upset about this. They are making this very difficult.

EvilCloudStrife

10-07-06, 11:20 PM

sad.. very sad.. i have seen this coming from monarch for a while now.

i didnt buy a 165 from them a couple weeks ago because i just dont like them anymore.. too many problems

pay a little more and save the hassle

Abominable1

10-07-06, 11:53 PM

Oh Monarch, I dont feel like typing the whole thing so long story short, I was billed $2,000 for 1GB of RAM and it took forever to get the price fixed. They're just horrible so I've stayed away from them ever since.

Kenshiro

10-09-06, 04:41 PM

Update:

Call monarch in the morning and they said their phone system is down, so they can't forward me to the apporpriate department. I was told to leave a message, and someone will call me back. At 3 pm, I suddenly remember this issue and call back again. Someone else picked up the phone, and once again told me to leave a message. So, I ask when will I expect someone to return my call. She said she don't know, but someone should return my call. I asked how long should I wait, and she still reply she dont know. So, I asked what if no one returns my call, and she said........ call again....

WTF man............

So, I told her to write a note down that I've emailed and called many times. I'm getting really frustrated about this issue now. So, I'm giving them until tomorrow to return my call, or I will call CITIBANK, and file a complaint against monarch, and reverse that charge.

WTF..... monarchcomputer dont even have a simple policy to cancel orders, or to return a customer's phone call????????????????????

Kenshiro

10-09-06, 05:00 PM

Just sent my complain to the monarch rep here on ocforums.

sl4vik

10-09-06, 05:12 PM

Nathan0490

10-09-06, 05:34 PM

This sounds like my situation with FrozenCPU. Who just like Monarch, have no way to cancel an order.

That thread was closed, that means discussion of it is ended don't spew things about it anymore. They were not at fault.

sl4vik

10-09-06, 06:00 PM

That thread was closed, that means discussion of it is ended don't spew things about it anymore. They were not at fault.

I didn't know you were a moderator. Calm down, and get off Frozen's nuts, I was just relating to his situation. If a mod see's that as inappropriate he can delete my post.

dylskee

10-09-06, 06:14 PM

This sounds like my situation with FrozenCPU. Who just like Monarch, have no way to cancel an order.
Except he purchased a cpu not a $12. fan. :)

sl4vik

10-09-06, 07:00 PM

Except he purchased a cpu not a $12. fan. :)

The fan was $30.

Its not about the money, its about the service.

dylskee

10-09-06, 07:05 PM

The fan was $30.

Its not about the money, its about the service.
True, point taken. :beer:

fireandice

10-09-06, 07:23 PM

cant we just make him go away. and stop hijacking outher peoples threads.

kenshiro any updates on this matter?

dominick32

10-09-06, 07:25 PM

Sl4vik,
*edited by myself* :)

Kenshiro

10-09-06, 07:36 PM

as of right now, no emails... nothing............

They have a timeline until 3 pm central time tomorrow. But I will still call them first, before I call Citibank.

fireandice

10-09-06, 07:49 PM

sounds fair to me.

sl4vik

10-09-06, 08:35 PM

Sl4vik,
*edited by myself* :)

Aren't you like 40?

Max0r

10-09-06, 11:16 PM

as of right now, no emails... nothing............

They have a timeline until 3 pm central time tomorrow. But I will still call them first, before I call Citibank.

Like I said man, the only way you'll get through to them is when you talk money. ;) I.e. no $ for you, pendejos! I've seen this stuff happen before in the non-computer realm. It's when the bank goes after them for the $ they magically start to open their mouths and talk.

Kenshiro

10-10-06, 12:31 AM

Guys, i was checking monarchcomputer's rating on www.resellersrating.com.
The admin put up this messsage on that page.

9/27/2006: We have detected and removed 37 fabricated "Very Satisfied" reviews for this store which were submitted between 9/8 and 9/23. The party responsible for submitting those reviews is unknown. This note will disappear after 30 days.

Max0r

10-10-06, 12:52 AM

Hooooooooooooooly crap...

squads

10-10-06, 01:16 AM

I ordered a CPU from Monarch several months ago. 10 days later I was still waiting for it to ship and I decided I no longer wanted it. Called them up and asked if it had shipped and they said no so I cancelled my order (they had already charged me for it). 3 weeks later I called because my money had not been refunded and they said they would let the financial department know the situation. Another 3 weeks went by with no change so I called again and got the same response. Another week and I called again, this time I actually got my money back the next day.

7 weeks to refund an order which was never shipped is absolutely ludicrous. Never gonna deal with them again, which is too bad because I've had good experiences with them.

wun911

10-10-06, 02:10 AM

I always wondered if online stores would fake a good review on themselves....

I always prefer to shop face to face in a shop where I can see and touch the items.... but some stuff you can only get online. eg MM

I sometimes think they are just holding onto your money and just use to to buy new stock or just earning interest on your cash....

In this case I think the Monarch is at fault.... no matter how small the order they should not be that slow.

fireandice

10-10-06, 02:12 AM

sorry to hear that squids.

someone needs to lay the smack down on them.

Mr.Guvernment

10-10-06, 02:21 AM

This is why you should always get the person Name, track the time you called and such, thus you can report this person who is obviously incompetant of doing their job and giving a company a bad image.

aaronjb

10-10-06, 11:33 AM

I will chime in with a completely unsubstantiated claim, back by experience with other businesses. Again, this is a plausible guess. Here's what I have seen with similar scenarios, when an organization goes from great to questionable in a short period of time. Let me restate that these are unsubstantiaed claims and merely a guess.

All the signs point to serious financial troubles. Most likely, they're over-extended on credit or owe suppliers some big bucks; or, there's some mismanagement going on and funds aren't accounted for - I've seen this time and time again with private family businesses. They may have expanded quickly, experienced excellent growth, and can't afford to pay their creditors on time. At any rate, the company is short on cash. Assests may be in the millions, but they're barely liquid as an organization. This funnels down to every aspect of the business, from customer service to shipping to product availability.

I'm making this deduction based on the sudden downturn in customer satisfaction at Monarch, and the fact that most complaints are related to very delayed shipping and the inability of the company to refund money. It's not that they don't want to - it's that they don't have the resources to do so. The smoking gun, to me, is that they're using customer's money as float - in essence, a free loan for an extended period of time. This catch-up game almost never works unless an outside infusion of cash is made available or re-financing takes place.

When a company is having a hard time refunding customer's money or is holding customer funds for an extended period of time, things are bad. The other scenario here is that their customer service department suddenly became incompetent overnight - this is unlikely. Again, there could be some management and control issues not related to finances, but all th signs point to financial trouble. I'm sure these are great people who are trying to do their best, but the wheels are coming off the train right now. The number of chargebacks alone must be making the CC companies think twice about their contract.

aaronjb

10-10-06, 11:35 AM

This post from "commonman9" on resellerratings.com provides some commentary which echoes mine:

"Monarch has started in on a very negative trend of "floating" with the consumer's money.

Just one year ago, I would have recommended to anyone to purchase from Monarch. Indeed I made a number of purchases from them, and considered myself one of their biggest fans. This encouraged me to keep an extra close eye on all their offerings, advertisements and sales.

Unfortunately, I got caught up in something that I should have had the foresight to see was coming. In the last 2 months (since early Aug 2006), Monarch has had a TON of clearance sales, or extra good sales, on items that would otherwise cost quite a bit more at other vendors. I usually obsess over checking prices with other places. I had started to question how and why Monarch was able to dump all of these products at such low prices...

I should have paid more heed to my own observations. I ordered two graphics cards at ridiculously low prices from Monarch on 25 Aug. A few days later, Monarch emailed me to say that THEY were cancelling the order because of a lack of available stock. OK, fine, it was out of stock. Sort of silly to charge a person's credit card immediately on an item they neither have in stock nor are able to ever replenish stock with ...

Well, the email stated I would receive a full refund on the entire order that they had cancelled. This would occur within 30 days.

45+ days later ... nothing. No refund. No attempt on my part to contact the company has been successful. I called them -- and you get to leave a voice mail message. I emailed them: No response. I used their web form twice, which it states receives a response within 24 hours: No response. I don't know what the purpose is of having a web form if the business never responds to the entries on that form...

Anyway, as I have continued to watch the "sales" roll in to my inbox during Sept. and now October ... sometimes 2 or 3 clearances announces in the same week ... I was like -- WOW, I get it -- they are doing this to lots of people. They are charging our cards right away, on stock they do not have, and then they float on our money to pay their bills for 30-60 days. This is normally a very bad sign for the health of a company. I hope their doors remain open long enough for me to be able to obtain a refund. My current burn is for $86.57. At this point I do not know if I will ever see it back."

Pinky

10-10-06, 01:28 PM

Crazy serious and I'm starting to learn toward the "float" theory as well. Keep us updated! :)

Kenshiro

10-10-06, 02:21 PM

UPDATE:

Called monarchcomputer myself today..... obviously they have no intention to return my call...... 0 customer service from them. I didn't get a phone call from them, I didn't even receive an email from the monarch rep here.

So, I asked about the charge in my card, and they said their policy is 15 - 30 days before they will reverse that charge. I "should" see it in sometimes next week. Then I ask, I'm due to make my credit card payment now. I'm not going to pay that charge, not going to pay the late fee, and not going to pay the financial charge. Can he help me? He said, call Citibank to charge back myself.

mutherfury............

I will definitely call Citibank and file a complain about them... thats for sure....

aaronjb

10-10-06, 05:52 PM

So, I asked about the charge in my card, and they said their policy is 15 - 30 days before they will reverse that charge. I "should" see it in sometimes next week. Then I ask, I'm due to make my credit card payment now. I'm not going to pay that charge, not going to pay the late fee, and not going to pay the financial charge. Can he help me? He said, call Citibank to charge back myself.

If what you say here is true.. then wow. That's just unacceptable and points toward big problems. Again, my guess is that this holding of funds just recently became "policy", probably around the same time they started having financial trouble.

The fact that they're having fire sales every two weeks, selling merchandise at well below median street price, indicates that they're trying to get cash coming in fast. Actually supplying the products that the customer has paid for becomes a lesser priority.

Then again, maybe their entire supply chain is a mess. But I'll use Occam's razor and go with the possibility of serious liquidity issues.

Monarch CSR

10-10-06, 06:02 PM

Please don’t be so quick to assume and become infected with speculation

Max0r

10-10-06, 06:07 PM

Please don’t be so quick to assume and become infected with speculation

Are you for real? That's some good PR, yo... "none of this will be discussed in public." :confused: Ok?

The company obviously is having problems with stuff like this happening in the recent months. I mean it is a better speculation than: "They're evil money-grabbers who just want to take your money and run!" The only reason any of us care is because Monarch has been a favorite of many here for a long time. We'd hate to see it go to dust.

Adragontattoo

10-10-06, 06:08 PM

*agrees with aaronjb and is glad he never ordered anything from Monarch*

dylskee

10-10-06, 06:20 PM

I've bought a couple of hard to get items from them in the past but i've never had to deal with customer support, and by the looks of it; i'm glad I didn't! Kenshiro, you seem to be a level headed person and definitely patient so I will definitley will not do business with them again! That's why these forums are so valuable, I know a lot of people here might rant for no good reason but this one seems legit so for me personally i'm staying away from them. I've ALWAYS ALWAYS had good luck with newegg, with every aspect of the company and they have been flawless!

Pinky

10-10-06, 06:34 PM

Please don’t be so quick to assume and become infected with speculation

I need an antidote from just reading this lame response.

Adragontattoo

10-10-06, 06:41 PM

But pinky! be sure to not become infected with speculation, I heard that the treatment regemine is a nightmare.

Kenshiro

10-10-06, 07:27 PM

I just receive a response from the monarch rep here. He apologized for the late reply. He checked my order and he said it was cancelled, and the charge has been reverse. He requested me to call up Citibank to confirm everything has ok now.

I suppose it will take a day for the transaction to go thru, so I will call up Citibank tomorrow to confirm this. Will update you all tomorrow.

eaglescouter

10-10-06, 07:56 PM

Please don’t be so quick to assume and become infected with speculation

Interesting statement, but not very informative.

Monarch has even lower reseller ratings for October, to turn this around you need to make posts that are a bit more substantive.

muddocktor

10-10-06, 08:44 PM

And the Atlanta BBB also has this company listed with an unsatisfactory record with the Bureau due to unanswered complaint(s).

After reading both the reselleratings.com ratings and the Atlanta BBB report on Monarch Computer Systems, I would urge that anyone considering buying something from them to really think hard before pushing the "buy" button with them.

As for me, I will stay strictly away until I can see proof at either resellerratings.com or the Atlanta BBB that they have changed much for the better in delivering the products they sell and also their CC charge and refund practices and policies. I work too damn hard for my computer money to let some company play with my funds for a month or more. There are other, much more reputable online vendors to do business with.

Just being curious, after I looked up Monarch Computer Systems on the BBB search site, I looked up Newegg.com. Newegg returned a "AAA" rating at the BBB.

Nathan0490

10-10-06, 08:52 PM

Interesting statement, but not very informative.

Monarch has even lower reseller ratings for October, to turn this around you need to make posts that are a bit more substantive.

I agree I remember when Monarch first started having these types of problems then it seemed to clear up for a while. Now its worse then ever and there seems to be no end. Newegg and ZipZoomFly have always been good to me.

aaronjb

10-11-06, 04:23 AM

Please don’t be so quick to assume and become infected with speculation

Please look at my original post - I state multiple times that I am merely speculating. The bottom line is that a solvent company would provide refunds immediately, and not take money for products not in stock. The other option is that Monarch is utterly mismanaged and is in business to make customers angry.

At any rate, Monarch is off my buy list for a long, long time. Floating on customers' hard-earned money is unacceptable; the frequency with which Monarch is doing this now earns the company "Buyer Beware" status.

InThrees

10-11-06, 05:03 AM

Please don’t be so quick to assume and become infected with speculation

Please stop taking 30 to 90 to never days to refund charges on items you probably never had in stock to begin with.

Max0r

10-11-06, 05:50 AM

You guys think that Monarch CSR person is actually from the company?

Pinky

10-11-06, 06:20 AM

You guys think that Monarch CSR person is actually from the company?

Does it matter? :argue:

Max0r

10-11-06, 06:28 AM

Just curious :shrug:

Pinky

10-11-06, 06:33 AM

Just curious :shrug:

Sorry, what I was trying to get at was that people need someone or something to vent at. Real or dummy, that account will do good for people to "post at" rather than staying frustrated or starting to argue with each other.

Max0r

10-11-06, 06:40 AM

He he he. Yes, the universal rule is that there must be something outside of the self to blame for everything :D Preferably something outside the group ;)

aaronjb

10-11-06, 07:07 AM

I just want to add that I have nothing against Monarch, and I hope they get their problems sorted out. However, it's much easier to ruin a reputation than to build one. I've been ignoring their mailings for months now, and I'll continue to pass them over, even if it means paying a few more dollars up front.

To customers, though, the reasons for the problems are of no meaning. It's only the end result that matters.

Monarch CSR

10-11-06, 03:03 PM

As you have already seen I may not be the best versed in my delivery, however my words are genuine. Monarch knows there was/is problems we have been working very hard and making a LOT of changes. Our phone system has undergone a complete overhaul as well as some other equipment and/or personnel in other departments. All I ask is that you give us a chance, let us prove it to you. Start small maybe something from our clearance pages (http://www.monarchcomputer.com/Merchant2/merchant.mv?Screen=CTGY&Store_Code=M&Category_Code=mclearance). Let us win you back!! :-/

eaglescouter

10-11-06, 04:56 PM

Remember the phrase "once bitten, twice shy"? Once our members get burned it is unlikely we will provide another opportunity to a company.

Take care of the complaints raised by our members. Solve their problems and let them post about your greatly improved service. That is how you can attempt to earn our trust.

Monarch CSR

10-11-06, 05:11 PM

Remember the phrase "once bitten, twice shy"? Once our members get burned it is unlikely we will provide another opportunity to a company.

Do you speak for everyone? that is a rather harsh policy don't you think? Glass houses and all (for another phrase)

eaglescouter

10-11-06, 05:38 PM

Do you speak for everyone? that is a rather harsh policy don't you think? Glass houses and all (for another phrase)

I do not pretend to have any authority here, I am just another regular reader of these forums. What I see is:

1. Members of OCF having trouble with their Monarch orders.
2. Reseller ratings for Monarch rapidly dropping.
3. No solutions being offered by the Monarch Representative at OCF.
4. Allegation of an investigation of Monarch by the Georgia Office Of Consumer Affairs (Allegation is refuted by Monarch in the forums).

And the Monarch Representative response to all these items is:

Trust us, make more purchases.

No, I think I'll be taking my purchases elsewhere. Especially since my last two attempts at placing special orders with Monarch were ignored by your staff. (I did receive prompt service from your competitors and the opteron server I built is running very nicely.)

Do not misunderstand me, I was a happy Monarch customer. My last problem with a successful Monarch order was handled very nicely by Sterling. I would also like to see Monarch get their issues repaired and have their reputation restored, but that will take time and will require more than what has been seen in these two threads. A good start would be to fix the problems that our OCF members are currently experiencing. Ship their product, refund their money, and do it promptly.

Monarch CSR

10-11-06, 06:02 PM

I do not pretend to have any authority here, I am just another regular reader of these forums. What I see is:

1. Members of OCF having trouble with their Monarch orders. (This has been acknowledged, also don't forget people are likier to post when un-happy then when happy it is human nature)
2. Reseller ratings for Monarch rapidly dropping. (Again people are likier to post when un-happy then when happy it is human nature, in addition RR has become a place of leverage against resellers not a valid representation of them)
3. No solutions being offered by the Monarch Representative at OCF (I respectfully disagree and I assure you I have assisted folks on this and other forums)
4. Allegation of an investigation of Monarch by the Georgia Office Of Consumer Affairs (Allegation is refuted by Monarch in the forums). (I can't legally comment on this other than to say it is untrue and ask that you read the statement about this)

And the Monarch Representative response to all these items is:

Trust us, make more purchases. (That was not my only response, be fair please also how else can I show you things are different?)

Do not misunderstand me, I was a happy Monarch customer. I have purchased from Monarch in the past. I would also like to see Monarch get their issues repaired and have their reputation restored, but that will take time and will require more than what has been seen in these two threads. A good start would be to fix the problems that our OCF members are currently experiencing. Ship their product, refund their money, and do it promptly.

Lastly, I ask you to ponder this:
Would I be here if we didn’t care? If we were uncaring wouldn’t we simply well, not care about this thread? Would I take the “abuse” and still try to make things right?
OR
Are these the actions of people who know things went wrong and are willing to “take their licks” and then roll up their sleeves and find out how they can make things right?

I thank you very much for your feedback. Every customer's feedback and opinion is very important to us and is essential to us improving ourselves.

telexen

10-11-06, 07:01 PM

Lastly, I ask you to ponder this:
Would I be here if we didn’t care? If we were uncaring wouldn’t we simply well, not care about this thread? Would I take the “abuse” and still try to make things right?
OR
Are these the actions of people who know things went wrong and are willing to “take their licks” and then roll up their sleeves and find out how they can make things right?

I thank you very much for your feedback. Every customer's feedback and opinion is very important to us and is essential to us improving ourselves.

I think I do speak for everyone when I ask you to ponder:

Perhaps your time would be better spent actually viewing and replying to emails to your customer support that obviously never see the light of day unless they're sent through one of your web-based forms.

Or perhaps, you running around forums flaming those who say they've had poor experiences with you may not qualify as customer support.

Monarch CSR

10-11-06, 07:26 PM

nvidiaOCmaster

10-11-06, 08:10 PM

I predict this thread being closed in the near future.

mage_x

10-11-06, 09:21 PM

Monarch CSR, you make it sound like Reseller Ratings is not even worth looking at because people only make negative reviews. If that's true, why does Newegg have a 9.41 customer service rating while Monarch has a 3.98? Maybe the world just has a vendetta against Monarch, or more likely, there are now more people giving negative reps to Monarch than before because it actually has bad customer service. Your rating would not be so low if everything is so fine and dandy like you say! I also don't see how you're able to call coming onto this forum and helping a handful of people "caring" when there are thousands of emails that apparantly go unnoticed.

The reality is: Monarch very rarely replies to e-mails, they do not refund money in a timely manner, and the current support staff is now apparantly totally incompetant. Because of these things, your company is going down the drains.

The simple fix: Reply to e-mails, refund money before people have to contact their bank, and educate/motivate your incompetant and lazy support staff.

I predict this thread being closed in the near future.
Many less threads would get closed if people would stop jumping in trying to play moderator and saying "INB4LOCK!!!"

e6600

10-11-06, 09:25 PM

I predict this thread being closed in the near future.

haha

Pinky

10-11-06, 10:26 PM

I think I do speak for everyone when I ask you to ponder:

Perhaps your time would be better spent actually viewing and replying to emails to your customer support that obviously never see the light of day unless they're sent through one of your web-based forms.

Apparently even the web based forms get ignored, as do the voice messages customers are instructed to leave.

I suggest everyone take a few minutes as I did this afternoon and read the trend for this company on resellerratings.com . Here's a link:

http://www.resellerratings.com/seller2079.html

It's very obvious that:

1 - They either don't care or suddenly forgot how to run an online business.

2 - They're floating your money (and forcing people do charge-backs through their credit card companies while they stall with lengthy and absurd "15-30 day" refund policies).

Either way it spells doom for monarch's future.

I WILL speak for the forum as a concerned long time member and say that resellers like this are not welcome here. You have violated the trust of your customers and insulted the intelligence of the ocforums membership.

telexen

10-11-06, 10:50 PM

lost me, who am I flamming? Why are you so angry? I am sorry that we obviously let you down, please send me an e-mail, or a PM with your order # and what happened.

My post was not meant to contain an angry tone ... but the fact still remains that not one of my several emails was replied to - only when I submitted the complaint through the form on your website did I get an answer.

My issue has supposedly been "solved", and I'm waiting the absurd 30 day processing period to get my money back.

Call me lucky, but I've used a lot of web shops for a lot of orders for a long time - but I've never had issues anything close to what I've gone through with you. I blame nobody for you not having a second item I ordered in stock - but I do blame when the OOS item is shipped an entire week after I requested by email that it not be sent and refunded. As I said in one of my emails - I work night shifts and dealing with the issue by phone would have been preferred but was out of the question.

orion25

10-12-06, 02:34 AM

I thank you very much for your feedback. Every customer's feedback and opinion is very important to us and is essential to us improving ourselves.
This is pretty much the reply I got back in February when I replied to a survey you sent me about an order I had placed. The text of the email exchange is below (some personal info has been removed).

-----Original Message-----
From: Shawn@monarchcomputer.com [mailto:Shawn@monarchcomputer.com]
Sent: Sunday, January 15, 2006 1:15 PM
To: XXXXXXXXXXXXXXXXXXX
Subject: RE: Survey Filled Out

Thank you very much for your feedback, these are features we are currently working on. Every customer's feedback is very important to us and allows us to examine ourselves and to make improvements for our customers.

-----Original Message-----
From: XXXXXXXXXXXXXXXXXXX
Sent: Wednesday, January 04, 2006 1:18 PM
To: customer_feedback
Subject: Survey Filled Out

Email: XXXXXXXXXXXXXXXXXXXX

SalesOrder: XXXXXXX

GotOnTime: No

prices: Good

website: Good

packaging: Excellent

support: Fair

RecommendUs: No

HowHeard: Overclockers Forums

Suggestions: I ordered via Next Day Air on a Friday. The package did not ship out until the Next Tuesday and I got it on Wednesday. If I had wanted 3 day shipping I would not have paid for Next Day. I contacted your Customer Service on Monday and was told it \"should\" ship on Monday. Your order processing times lag far behind that of your competitors.

AddtoList: No

What is not stated in the suggestions is the following that was in the email I sent Cust. Service before the item shipped. That is as follows:

When will this order ship? I Selected Overnight shipping thinking I would have it on Tuesday (Shipped on Monday). Ordered on Friday, shipped on Monday. If this will not be the case please let me know since I will be leaving town on Wednesday and the shipment will likely be returned since I will not be available to accept it. If you cannot have it shipped on Monday 12/19/2005 please call me at XXX-XXX-XXXX. I never heard from them and had to postpone my trip so I would not have a $500 box sitting at my front door for a week or have a returned box.

This was many months ago and Monarch has not shown any improvement and has actually gotten worse. Why should we (and I DO speak for the majority of the membership here) believe you now. You joined last month. These issues started last YEAR. I am guessing sales have declined and cash flow is decreasing so you are looking for a quick fix. Maybe you will fix it, maybe you will not. But it will not be quick and if you continue with the business practices you have displayed in the past 8 months I will look forward to the liquidation sale!

aaronjb

10-12-06, 07:25 AM

I suggest anyone who feels they've had a less-than-adequate experience with Monarch contact the BBB.

Monarch CSR

10-12-06, 08:42 AM

InThrees

10-12-06, 09:12 AM

The wall you're running into is you trying to overcome months and months of bad experiences with words posted on a forum.

When members post about a bad experience they had with a company here, the two most likely results are as follows:

a) Other members chime in with "Yeah, same thing happened to me with those guys."

or

b) You're crazy / unreasonable / "I've had nothing but excellent service from them."

Go find the FrozenCPU thread to see an example of B. Imagine a newegg thread to see an example of B.

Read this thread to see an example of A.

||Console||

10-12-06, 09:52 AM

g0dM@n

10-12-06, 10:09 AM

I am going to think two-sided here:

May I just say one thing... This thread started off very PESSIMISTIC. By the thread title being MONARCHCOMPUTER = LIAR, it brings out a VERY negative attitude for those viewing the topic first (since that is how you enter a thread). I'm sure Ken has a good reason to post the topic like that, but it may cloud a spectator's judgement (which I think has already happened).

Kenshiro, I love you, so this is nothing against you, and I do see that later on in your posts, you weren't attacking anyone and even updated us on the 10th as a positive spin about possibly receiving a credit.

Instead of you OCF members repeatedly trying to make the Monarch Rep feel like a royal jerk, start thinking about a POSITIVE SPIN on this. He repeatedly asked why you guys are so angry. It seems like you guys are trying to beat a dead horse, and I'm sorry to say that.

Rather than attacking monarch directly, and beating this rep around... why don't you guys make your statements RESPECTFULLY, and stop repeatedly pointing out that they are going downhill.

If you need to speculate, analyze, or whatever... say it once and leave it at that.

I think this thread needs more room for some optimistic views. It all seems way too customer-sided and absolutely no Monarch-sided. The customer is always right, but not when he's disrespectful.

I mentioned no names, so I better not hear someone complaining to me. :)

So, please guys... take a deep breath, look at the big picture, and post respectfully. This thread could easily take a dive into the LOCKED position, so please don't let that happen.

A monarch rep is here to speak for himself and his company, and despite whatever crap you may have witnessed, by knocking him down or his company will NOT improve anything.

None of what I posted here should be taken personally. I think this thread needs to be a bit more civil. No one's dead, and you can ALWAYS get your money back if you use your credit card, so there really is no loss in the end. Worst case, you get your $$ back, even if it's 30 days, and you can shop elsewhere.

Capeesh? Again, please don't take offense by this post. I just am looking to make this thread a bit more productive.

Kenshiro

10-12-06, 10:22 AM

UPDATE:

Ok.... I've given extra 2 days to allow "time" for the transaction to go thru. I just called up Citibank... guess what...... no changes..... I still have that charge in my credit card. It has not been reversed yet. So, I followed monarchcomputer's advice to request Citibank to reverse that charge, but Citibank said they cannot to that. Citibank said I will have to dispute this charge. I went ahead and dispute this. I told Citibank that I've cancelled this order via email 2 times (replying thru the order confirmation order, and filling up the inquiry form from monarchcomputer's website). I also said I called monarchcomputer 5-6 times minimum to reconfirm the cancellation, and reverse of the charge on my account. I even told Citibank that monarchcomputer told me to call Citibank to reverse the charge myself.

Anyway, long story short. Basically, I told I've cancelled the order, didn't receive the item, and monarchcomputer is not willing to help me reverse a the charge and had been feeding me bullcrap. Citibank has noted that this will be a fraud dispute.

I've given monarchcomputer enough time and chances to redeem themselves. You guys are really pushing my patience to the limit. Please stop saying that all the comments from the people who suffer from your business pratice treated you unfairly if they dont recommend anyone to buy from you, or they themselves won't buy from you again. All I can say is

ACTION SPEAK LOUDER THAN WORDS.

FYI (to monarchcomputer). I'm filing a fraud complaint against you to Citibank. I was not given any other choice. I'm not going to pay for something I cancelled and did not receive. I'm not going to pay for any financial charge or late fee. Sorry.

I do have a question to monarch.
You said the charge has been reversed with Citibank. Why didn't you follow up yourself and get Citibank to provide you confirmation date? Your mistake is you lie to me, and I found out the truth myself. (At least that is how I felt after I called Citibank).

Monarch CSR

10-12-06, 10:26 AM

UPDATE:

Ok.... I've given extra 2 days to allow "time" for the transaction to go thru. I just called up Citibank... guess what...... no changes..... I still have that charge in my credit card. It has not been reversed yet. So, I followed monarchcomputer's advice to request Citibank to reverse that charge, but Citibank said they cannot to that. Citibank said I will have to dispute this charge. I went ahead and dispute this. I told Citibank that I've cancelled this order via email 2 times (replying thru the order confirmation order, and filling up the inquiry form from monarchcomputer's website). I also said I called monarchcomputer 5-6 times minimum to reconfirm the cancellation, and reverse of the charge on my account. I even told Citibank that monarchcomputer told me to call Citibank to reverse the charge myself.

Anyway, long story short. Basically, I told I've cancelled the order, didn't receive the item, and monarchcomputer is not willing to help me reverse a the charge and had been feeding me bullcrap. Citibank has noted that this will be a fraud dispute.

I've given monarchcomputer enough time and chances to redeem themselves. You guys are really pushing my patience to the limit. Please stop saying that all the comments from the people who suffer from your business pratice treated you unfairly if they dont recommend anyone to buy from you, or they themselves won't buy from you again. All I can say is

ACTION SPEAK LOUDER THAN WORDS.

FYI (to monarchcomputer). I'm filing a fraud complaint against you to Citibank.

I do have a question to monarch.
You said the charge has been reversed with Citibank. Why didn't you follow up yourself and get Citibank to provide you confirmation date? Your mistake is you lie to me, and I found out the truth myself.

I saw the refund done myself, give me a couple of minutes to find out what is going on. I assure I saw this done myself.

Edit:
Check with them now!! We just called the proccessing center where all our refunds are done and asked them why your CC company is still not showing it done. They gave us a line about "banking day" delays due to Columbus day and so forth, we had them "force" it through. If Citi still isn't showing it now, they will very soon.

orion25

10-12-06, 10:39 AM

I have come here in good faith, I was very open about problems, and I have told you about changes. For all of this, almost every post has been saying we are not acknowledging our problems or making changes. It is apparent that I will never be anything but ignored on this forum and that is a shame. My offer still stands for anyone who would like to communicate with me to do so via e-mail or PM here. However I see no further reason to post in these threads.

This was basically my point! You acknowledged a problem with me many months ago but have just now decided to do something about it. You said earlier that RR were becoming a joke but it appears that your RR's are the reason for your newfound customer service initiative. As I said, it appears that you joined last month but your bad reviews started well before that. Please see the following threads:

2-2-2006 (http://www.ocforums.com/showthread.php?t=440467&highlight=Monarch)

2-18-06 (http://www.ocforums.com/showthread.php?t=444058&highlight=Monarch)

6-2-06 (http://www.ocforums.com/showthread.php?t=462050&highlight=Monarch)

7-12-06 (http://www.ocforums.com/showthread.php?t=467719&highlight=Monarch)

8-22-06 (http://www.ocforums.com/showthread.php?t=474280&highlight=Monarch)

As a general rule of thumb, if you wait until you are drowning to learn to swim your odds are not too good when it comes to survival.

Monarch CSR

10-12-06, 10:48 AM

This was basically my point! You acknowledged a problem with me many months ago but have just now decided to do something about it. You said earlier that RR were becoming a joke but it appears that your RR's are the reason for your newfound customer service initiative. As I said, it appears that you joined last month but your bad reviews started well before that...........
As a general rule of thumb, if you wait until you are drowning to learn to swim your odds are not too good when it comes to survival.

Well said!! Allow me to address that by informing you of something perhaps I should have stated already. I along with some other folks are returning to positions we once held here at Monarch (not returning to the company we never left) So basicly the swimming team that "retired" is now back to being the starters. Don't get me wrong, I do NOT have magic fingers I can snap and make everyhting right instantly. This will take a little time, it WILL happen though.

g0dM@n

10-12-06, 10:50 AM

I saw the refund done myself, give me a couple of minutes to find out what is going on. I assure I saw this done myself.

Edit:
Check with them now!! We just called the proccessing center where all our refunds are done and asked them why your CC company is still not showing it done. They gave us a line about "banking day" delays due to Columbus day and so forth, we had them "force" it through. If Citi still isn't showing it now, they will very soon.
That sucks... looks like luck just worked against you.

Banks sometimes do move slowly, but I hope this gets works out.

Kenshiro

10-12-06, 11:16 AM

Monarch CSR

10-12-06, 11:17 AM

FYI, Citibank will require me to send in the documents about the purchase, and the complaint will be formal within 10 days.

If you can get it done sooner (hopefully lastest by tomorrow), I will withdraw the complaint from Citibank. Fair enough?

Please note my edit from before.... you should be good to go now!!
Please check, there is a lot of people no doubt waiting to see if I came through or if I am just empty words..... (hint I came through) but they want to hear it from YOU

orion25

10-12-06, 11:46 AM

Well said!! Allow me to address that by informing you of something perhaps I should have stated already. I along with some other folks are returning to positions we once held here at Monarch (not returning to the company we never left) So basicly the swimming team that "retired" is now back to being the starters. Don't get me wrong, I do NOT have magic fingers I can snap and make everyhting right instantly. This will take a little time, it WILL happen though.

I sincerely hope that you can turn this around. But please realize that it will take months, if not years, to regain the faith of the members here. We are very demanding when it comes to customer service. Your persistant presence here will help. Just look at the general thoughts about OCZ. The customer service rep (SteveOCZ I think) often goes above and beyond when it comes to dealing with problems. I will buy a product from OCZ when faced with a decision involving another manufacturer based on this service alone. I will even pay more for the OCZ item (within reason).

I wish you the best in fixing your issues and look forward to the day I can order from you again.