General > General Technical Chat
Disappointed with Mouser Customer Service
Sal Ammoniac:
Still no response/resolution back from Mouser/ST. How long should I wait until calling my credit card company and initiating a chargeback?
Zeyneb:
--- Quote from: Sal Ammoniac on June 22, 2022, 08:05:08 pm ---I did tell them I was only planning on buying the one board. I didn't tell them this is for a hobby project, however.
--- End quote ---
and
--- Quote from: Sal Ammoniac on June 24, 2022, 07:49:21 pm ---Still no response/resolution back from Mouser/ST. How long should I wait until calling my credit card company and initiating a chargeback?
--- End quote ---
I think you're still stuck with that ST muppet. You answered 1 on the volume question and after that you've got completely ignored. Mouser just passes messages between you and ST.
I think it's time to play tough with Mouser about this. And go for the suggestion I shown you. A credit card chargeback would be an option in a later stage.
Ask Mouser to get you in contact with a proper engineering-level contact at ST to resolve the issue.
EDIT: You've the right to get a proper functional board. Fight for it! Mouser also should take responsibility in this case.
jpanhalt:
--- Quote from: Sal Ammoniac on June 24, 2022, 07:49:21 pm ---How long should I wait until calling my credit card company and initiating a chargeback?
--- End quote ---
I would recommend against that. It may depend on whether your card is consumer or business. If business, don't do it, unless fraud is involved. Technically, it is not fraud as you gave your card information freely. If it is consumer, I would still not go that route, even if the contract allows it. You just need to get past the muppets. Your last resort would be a small claims case against Mouser. Mouser/Berkshire Hathaway know that. It won't get that far, but there will be frustration before it is resolved.
thm_w:
--- Quote from: jpanhalt on June 24, 2022, 08:26:48 pm ---I would recommend against that. It may depend on whether your card is consumer or business. If business, don't do it, unless fraud is involved. Technically, it is not fraud as you gave your card information freely. If it is consumer, I would still not go that route, even if the contract allows it. You just need to get past the muppets. Your last resort would be a small claims case against Mouser. Mouser/Berkshire Hathaway know that. It won't get that far, but there will be frustration before it is resolved.
--- End quote ---
Its nothing to do with fraud, its a chargeback because vendor is not allowing you to return a defective item. They literally have a code for it: https://chargebacks911.com/chargeback-reason-codes/visa/13-3-defective-or-not-as-described-merchandise-services/
Of course as a courtesy to Mouser, you can let them know "Hey, I am submitting a chargeback for this order on July 1, because it is defective and you are not providing instructions on how to return it to you for a refund, let me know before then what to do"
jpanhalt:
The last time I faced that issue was with a Chase business card. As I said, consumer rules may be different or both may have changed.
--- Quote ---Visa chargeback reason code 13.3 falls under the “Consumer Disputes” category.
--- End quote ---
That seems to apply to consumer disputes. I still would not do it at this point.
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