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monoprice, whats the deal? - Page 3

post #61 of 72
Quote:
Originally Posted by Monoprice_01 View Post

Hello All,

The reason we may not post a review is because if the customer is having an issue with a specific product, we deal with them on a one on one basis, trying to troubleshoot the product,assist them with any trouble shooting tactics or even get them out a replacement for their item that may be defective.

If by chance a customer did receive a defective item, maybe caused by shipping or any other sort of possible issue, it would not determine the product as a whole, but instead something we could handle personally with them and get their problem fixed. From Monoprice

As a potential customer I always prefer to read the pros and cons for a product from all previous buyers of the product. The fact that Monoprice filters the reviews is an issue for me regardless of why they feel the practice is justified.
post #62 of 72
Anyone know what's going on with Monoprice right now? The site has been down for two days for supposed "maintenance" and now the site says that they won't be taking orders for a week or two!!

Is Monoprice going out of business? I ask this because I find it difficult to believe that an online retailer would allow their site to go completely down for over a day.

Update - it appears that the site was hacked. I went to the monoprice facebook page and a ton of people who recently ordered from monoprice are reporting fraudulent charges on their cc. So if you recently ordered from monoprice you should review your cc statements very closely.
post #63 of 72
Yeah, I am in the middle of new home construction and been planning my A/V and network cabling needs for a few weeks now. Was planning to place my order last weekend when all of a sudden their site went down. I was finally able to speak with them via chat and they informed me that they can't even take orders via phone as all their servers are undergoing maintenance. I explained that it would have been nice if they had posted a notice about the approaching maintenance beforehand if it was a planned situation and they apologized profusely for the inconvenience. I would have placed my order much earlier had I known they would be unavailable for a week or two. The site says they won't be operational again until approximately next Tuesday.

And yes, I also have seen the comments on Facebook about them being hacked. I agree that if that is the case they should really step-up and take care of their customers. Information is key! No one likes to be kept in the dark about such things, and if Monoprice truly cares for those of us who have supported them over the years then they should at least post a statement outlining what is happening and informing their customers to review credit card accounts for potential fraudulent charges.

I have always been very pleased with my Monoprice interactions, but this situation is certainly an eye-opener. I hope that they take the time to review all the concerns being expressed here and on other mediums such as Facebook or other forums they may use and then post more official responses to address our concerns.

I look forward to them resolving these issues, both logistical and customer service related, and getting back to good business as usual.

On one other side-note, after some review I have seen others order from another vender, FireFold.com, who seems to have similar pricing structure and I've read favorable reviews from. If anyone here has experience with this vendor please post your experiences here to help us with an alternative during these trying times for Monoprice. Always nice to have a backup plan
post #64 of 72
Try and leave an e-mail once with accounting and see if they ever answer your questions.They shut down whenever they feel likle it, without a care in the world for the customers.Same as the time they moved.I moved our warehouse of 9500 parts and never shut down the company.

THEIR CONCERN FOR THE CUSTOMER SUCKS!!
post #65 of 72
Quote:
Originally Posted by HawaiianHDaddict View Post

Anyone know what's going on with Monoprice right now? The site has been down for two days for supposed "maintenance" and now the site says that they won't be taking orders for a week or two!!

Is Monoprice going out of business? I ask this because I find it difficult to believe that an online retailer would allow their site to go completely down for over a day.

Update - it appears that the site was hacked. I went to the monoprice facebook page and a ton of people who recently ordered from monoprice are reporting fraudulent charges on their cc. So if you recently ordered from monoprice you should review your cc statements very closely.


This seems to explain what is happening:

A few of our customers recently reported to us that information from credit cards they used on the Monoprice website had been misused. We promptly began an investigation with the help of expert computer forensic investigators to determine if any card data had been stolen from our computers.

To date, the investigators have found no evidence that card information has been stolen from Monoprice’s computer network. As a precaution to ensure that our customers’ information is not at risk, we have taken our website offline temporarily while we and our investigators complete the audit of our computer network.

We want to ensure that there is no security vulnerability in any part of our computer network system. We notified local and federal law enforcement agencies, our credit card processing business partners, and all credit card companies that some of our customers reported concerns regarding their card information to us.

We also advised these entities that we are working with outside security specialists to determine if there was breach of our computer system. We will post additional information when it is available. We regret any inconvenience that our investigation and the temporary suspension of the Monoprice website may have caused you. Thank you so much for your great support.
post #66 of 72
Quote:
Originally Posted by BigGeek View Post





On one other side-note, after some review I have seen others order from another vender, FireFold.com, who seems to have similar pricing structure and I've read favorable reviews from. If anyone here has experience with this vendor please post your experiences here to help us with an alternative during these trying times for Monoprice. Always nice to have a backup plan

I have used firefold a couple of times a few months ago and once recently when Monoprice was out of stock )and when the move shut htem down). I was real happy with them. They are based in Charlotte, NC (and have a retail presence there I think) so for east coast people that gives you a shipping advantage over Monoprice also.
post #67 of 72
Wait a second - they are concerned about being hacked - the hire a company to look into it, they shutdown the site to ensure that nobody gets their information stolen and you guys complain????

WTF

lots of orders over the last few years, lots of discussions with their tech chat and sales people and I have always had a great experience with them. Can't believe you guys are complaining about them trying to do the right thing
post #68 of 72
I've had great service from Monoprice but I seriously need another supplier while they work out their kinks.

Any suggestions?

FireFold looks kinda steep comparatively, any other sources out there?
post #69 of 72
Actually theyve always worried me, i use a unique email address for them, and it gets spammed...

Are there alternatives to monoprice, i just cant find anyone to beat their range or price of products. Hope they open soon.
post #70 of 72
Are there alternatives to monoprice, i just cant find anyone to beat their range or price of products. Hope they open soon.

Shop around some, there are plenty of places selling Chinese cables like Monoprice. Some even do custom length cables like Blue Jeans or Cables For Less
post #71 of 72
love monoprice and will stay wit them.
post #72 of 72
Monoprice is back online accepting payments only through Google Checkout and PayPal.
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