Nassau National Cable
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Wrong cable sent--one month to receive a refund with no response to whether NNC had the correct cable I originally ordered
In early June 2024, I ordered a 45 ft. length of CPE-jacketed 12 gauge wire (tray cable). I received the order promptly. However, just before installing the wire I noticed the outer jacket said "PVC," which is a less UV/sunlight-resistant and much less costly kind of wire. I began communicating about this with NNC on June 14, with numerous phone calls and emails seeking to get the right cable sent to me or get a refund. Notably, the cable that was sent to me was from a warehouse in Houston, TX and had a different order number than the initial NNC order. On June 17 I received an initial email response from NNC (Nella) apologizing for the mixup and saying she would check with the warehouse. Per her request, I sent a photo of the cable jacket showing it was PVC-jacketed. On June 18 Nella offered to arrange the return of the incorrect wire and I responded on June 18 saying I was happy to have UPS pick up the cable at my home or to have the return shipping label emailed to me. On June 24 I emailed NNC informing them I had still hadn't received a return shipping label or instructions. With additional phone calls, Nella finally arranged for UPS pickup from my home. Despite the incorrect cable being picked up on June 24, there was no known action by NNC to promptly send me the correct cable or issue a refund. I never heard from NNC about whether they had the correct CPE cable in stock (it remained listed as available on their website). On July 1st I emailed Nella and others on the NNC team including NNC principal Siraj Rasul for a status update. I included Rasul on subsequent emails. After not hearing back for a week I sent another email on July 8, and on that day received an email from Nella saying my refund would be processed. A few days later I called for a status update and on July 11 received an email from NNC confirming the refund was being processed. The refund finally credited to my bank account on July 13. I don't know how representative my experience with NNC was, but I don't expect to take chances and order from them again.