Closing my Digi-key account after several years...

[joeqsmith]

I started buying from Digi-key back when their catalogs looked more like flyers. Over all these years the only time something went wrong was when I ordered some op-amps and ended up with an empty bag.  They have been great to work with.   When they when to the on-line ordering, I setup my login account and that was even better.

Every month I go through a ritual where I check all the credit card statements for accuracy.  This month was no exception.  Everything was normal except for a charge from Digi-key.   I logged onto my account and when I checked the statement, there was nothing showing this transaction.   I fire up the MS Windows 10 email client (the one that erases all your emails) and found a copy of the invoice.  Amounts are correct.  Searching the order and invoice numbers showed nothing from my Digi-key account.  Then I noticed something strange.  The customer ID was wrong.   

First thing that comes to mind is that someone now has all my info and I'm going to start seeing charges from someone else's account.  I was getting ready to call the credit card company to lock the card but decided to call Digi-key first.   I spoke with their customer service group and tried to explain what happened (difficult as they wanted to keep talking over the top of me).   They explained that someone at Digi-key felt I was a business and had taken out a new customer ID for me.  I explained this would not change the tax or shipping.  It would still be going to a home address.  They explained they wanted to keep their records showing the most accurate information.   I can't help but wonder if someone at Digi-key gets a commission now based on the number of accounts. 

As they explained it, the original customer ID would now be the root and each employee would now have their own customer ID.  I mentioned that I only had the one login and that when I log in I am under my old customer ID and do not have access to the other invoices.  They explained I wouldn't!! 

As crazy as it seems, after at least a half hour of trying to sort it out, I asked they remove all history of my account and the next time I place and order we would start all over.   They were upset that I would ask for them to do this and explained they would do what ever I wanted.  Anything but remove the new account ID.    I explained I was surprised that they never notified me that they did this to my account.  I also explained I was surprised that an account as old as mine should have set off a red flag if someone was changing it.   

I know how Digi-key could save some money if they wanted.  Maybe they hired ex Wells Fargo employees.
   

[VK3DRB]

Don't blame the mistreated Wells Fargo employees. Blame the  John Stumpf and Carrie Tolstedt.

I have never had a problem with Digikey and I use they regularly. I reckon their service and website is the best of breed. Their prices can be a little steep, but to get a prototype done, they are great. Uploading a BOM with an XLS spreadsheet exported by Altium is a terrific time saver, as is their links to datasheets and excellent website layout. The $34 delivery fee is a bit high, but at least I have never had any issues with them.

RS Components seem to offer good service (free shipping), but have little stock in Australia. They are great if you just want a part delivered overnight and they have it. Their website is not very good, but at least they don't seem to stuff things up or break the law.

In contrast, Element 14 sold me several thousand dollars worth of Honeywell airflow sensors over a year or two. Honeywell in an act of incompetence, change the pin outs on the flow sensors but kept the part numbers the same. At some point between shipments they put the old version datasheet in the box with the revised sensors. If you wire the later sensors as per the datasheet, the sensor is immediately destroyed. I had documented proof Honeywell had stuffed it up big time. Honeywell's response was to return them to the supplier. But Element 14 failed to to take back $900 worth of blown sensors or offer a refund, despite all the documented evidence. In the end, we had to cop the $900 loss. Element 14 should have been reported to the ACCC for violating the Australian Trade Practices Act. Element 14 are dodgier than a used-car salesman in chequered shorts, a fat tie, beer gut and gold earrings.  I only use them now if I have to, but they are well down on the list of preferred suppliers based upon the Honeywell affair. 

[daveshah]

Worst experience with DigiKey is when I ordered a couple of full 400pin FMC connectors (the Molex part number was definitely the full 400pin one) and needed them fairly quickly. Instead I received the low pin count version with 160 populated pins.

I contacted DigiKey and they would send replacement parts, I asked them to check if they had all 400 pins populated before sending them out. Of course, a few days later, some more 160 pin ones turn up. At the time I was very busy and stopped chasing it any further, instead buying two from Farnell which were correct.

[digsys]

I run a few Digikey accounts (various companies), and my biggest bltch at the moment is "free postage". I can run up way past the min order value, and it is pot-luck
as to IF they charge postage or not !! AND it is done AFTER I complete the order. I've made heaps of snapshots and detailed explanation, and to date, all I get is
some lame-ass reply that doesn't even address my questions. I doubt they even read my email or looked at the 24 8x6 full glossy photos !!
Basically, they appear to say - tough luck. To be fair, I have rarely had any supplier that has answered / solved a query satisfactory.
So far Mouser hasn't let me down once.

[Ampera]

As far as I'm concerned, Newark (US E14 retailer) sticks you up the arse with shipping charges. Forgot how much it was, but it could have even been 20 bucks to ship a set of TINY DC barrel connectors over a state (Newark is in MA, I'm in NY). I could drive over and get them and spend less on fuel. I don't know if this is just a minefield of companies just using the site and charging crazy prices, but there should be a large bloody warning, *SHIPPING IS 20x THE PRICE OF ITEM*. I could get 20 bucks if I ordered 10 POUNDS of DC barrel connectors, but not this much.

This is where brick and mortar has it's place, but also it's bloody issues, but the story is so old, I won't get into that.

[T3sl4co1l]

Never had a problem with DK, and their services are great!

Tim

[R005T3r]

Easy to say if you are in the US... Actually, I've had problems too... Before I made the order i learned that anything you buy is not guaranteed it is in the EU, and the import fees were just overwhelming if that were the case. So I decided to switch to Distrelec: Much more surprise-free and I've never had a problem with them (so far...).

Anyway, I'ts such a shame they don't say the items location and they can't calculate the importation and shipping fees at the moment. That would help a lot.

[daveshah]

As far as import fees go, in the UK at least both DigiKey and Mouser charge VAT at the time of ordering but nothing at the time of delivery (unlike most other non-EU suppliers where VAT is paid on delivery along with a hefty handling fee)

[VK3DRB]

As far as import fees go, in the UK at least both DigiKey and Mouser charge VAT at the time of ordering but nothing at the time of delivery (unlike most other non-EU suppliers where VAT is paid on delivery along with a hefty handling fee)

Administering the VAT must be a costly nightmare. In Australia, anything imported from overseas in the one shipment under $1000 is tax free. The government will be removing that threshold on 1 July 2017, but I doubt they can impose the tax effectively because there will be back doors to avoiding the tax, especially on eBay purchases from small O/S vendors unless they use eBay as a tax collecting service.

The knuckleheads in the Australian government will try to get Digikey, a US company, to collect the tax for them. If a foreign company refuses to collect the taxes, they will simply not ship to Australia.

https://www.ato.gov.au/General/New-legislation/In-detail/Indirect-taxes/GST/GST-on-low-value-imported-goods/

In any case, any Aussie who wants to spend big on imports should do it prior to July 1 2017.

[Monkeh]

Easy to say if you are in the US... Actually, I've had problems too... Before I made the order i learned that anything you buy is not guaranteed it is in the EU, and the import fees were just overwhelming if that were the case. So I decided to switch to Distrelec: Much more surprise-free and I've never had a problem with them (so far...).

Anyway, I'ts such a shame they don't say the items location and they can't calculate the importation and shipping fees at the moment. That would help a lot.

Uh, Digikey are solely based in the US, just what were you expecting?