After You Buy

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Check The Equipment Out: Sometimes mail order companies sell you a demo or factory refurb as new. A demo unit is one that has been used on show floors as a demonstration unit. A factory refurb is a unit that was defective and sent back to the factory for repairs (note: This is not necessarily a bad thing because the item is usually hand inspected). To sell a factory refurb, demo, or used item as if they were new is illegal, but surprisingly common with some sleazy mail order companies.

Demos or used equipment are often a little beat up. They may also be missing documentation (warranty card, etc). Also, check to make sure that the serial number on the instructions, warranty card, unit itself, and box all match. If they do not (or are missing on the box or the unit), then it is likely that you do not have a new or authorized unit.

It is much more difficult to tell if a unit has been refurbished at the factory. Perhaps if you send a letter (or phone call) to the factory with the serial number of the unit, they can tell you if it's been in for repairs. It is important to note that misrepresentation of a factory refurb is most commonly done by the dealer, but I've had a report of a case where the manufacturer misrepresented the unit.
Complain: If you're not satisified with the results, for whatever reason, contact the mail order company first. Explain the problem to them. Keep records of everyone you talk to. Record the time you talked to them and your understanding of the conversation. Keeping your own facts straight is your first defense.

Often the person answering the phone is unable or unwilling to help you. Move you way up the chain of command until you get to someone who has the authority to resolve the conflict.
Refute The Charges: If you didn't get what you ordered, refute the charges on your credit card. If you didn't use a credit card, you should have. You now have a powerful company helping you investigate the problem on your behalf. Call your credit card company to refute the charges and make sure you follow it up with a written letter. There is a time limit as to how long you can wait to do this (I want to say 60 days, but I'm not sure). Log everything!
Complain Some More: There are several organizations that can help you resolve disputes with the company. Please take a look at my Related Resources section for more information. Log everything!
Tell Me: Good or bad, after you make a purchase tell me. Share your experience.

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