Disappointed with DX

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BanglaBob
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Disappointed with DX

Hi.

I have been buying stuff from DealXtreme for about 10 months now and recently I've found that lately, DX service is getting really un-reliable Flat Stare

Some stuff I ordered in August has yet to be shipped, and what really bugs me is that repeated requests to them to ask about the status of

my order have not been answered. Items that appear to be "in-stock" on their website turn later out to be "supplier shortage." This has happened to me a few times now.

I am seriously thinking of taking my business elsewhere, even if I have to pay a little more. Anyone had a similar experience?

Lights out! That's when things get interesting...

fran82
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Dont worry. In this moment DX is improving their system, their way to work, and ALSO last week (or the other I dont remember) there was the chinese Holidays........

 

Many people in similar situation. You are not alone

This post/thread "may" contain referrals, a little contribution I "earn" in form of points ONLY if you buy the item. The purpose is to redeem items using the points and then making reviews of them in the forums to shar

sb56637
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Hi there BanglaBob, welcome to BLF!

I am also among those who are less than thrilled with DX. I will buy from them, but I prefer other retailers if possible. I imagine you looked through here? http://budgetlightforum.cz.cc/forum/marketplace/dealers

Of course all the retailers have their pros and cons. DX's major advantage appears to be that they are very leniant and reasonable with their RMA policy. They will often send you a free replacement just based on a video or picture of the flawed item. This is a huge boon for people who don't want to pay an arm and a leg for return shipping of a replacement product. But...the downside is that DX's customer service is truly horrible. Their turnaround time for the simplest request can range from many days to weeks. So one needs a lot of patience to get their RMA replacement item shipped. They could be in a bad time right now, I have been told by other retailers that 4th quarter of the year is really crazy busy. And come December, forget about your orders until at least March or thereabouts.

I won't make any recommendations, but if you read through the recent posts you will see that some of the retailers are doing a much better job of communicating with their potential and existing customers. A few of them even have reps right here on BLF. If you read through the threads where we discuss customized versions of certain flashlights, you'll probably find one or two retailers that have a much more human touch. I won't make any guarantees about their RMA policy, although they might be reasonable about it too. But at any rate DX's slow, cold, distant, bureaucratic stance makes their otherwise good RMA policy practically useless for me.

Budget Light Forum ...where Frugal meets with Flashlight!

Vectrex
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I think it is a matter of size, DX can't compete with the smaller shops, just because the sheer amount of complaints they get (for not having an own QA). The bureaucratic approach is most likely to scare away the people, who try to obtain free replacements by false pretenses, if you have to post 3 times and it takes 2-3 weeks to get a replacement for free, than you are probably an angry customer, who really is passionate  about getting a replacement.

Some general tips:

1. Provide all photos in the first post. Especially - envelope (keep it 30 days), bubble wrap (with tagged SKU), product (general), product (detail with fault)

2. Search DX-forums, if other people had the same problem... post the link... if not ....  state that you searched the forum and found nothing.

3. If you have tried to correct the fault ... state it in your post... could spare parts help to repair it (O-rings, glue, grease, lenses, rubber tailcaps, even complete emitters/dropins)...  DX seems to like sending out spare parts opposed to complete replacements.. Do you have a chance of fixing it? YES/NO.. Is it a design flaw? ... Is it likely that a replacement has the same faults.. Do you want a replacement/spare_part/complete_refund ?

 

I know.. it's annoying, but this way I get replacements/spare_parts/complete_refunds on the first reply. The more effort you put in your 1st post, the better the chances of getting what you want. I post them complete abstracts in the 1st post if I have complaints... I think they just give up and give me what I want. Wink Think of DX-RMAs as an effort barrier.

sb56637
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Good tips Vectrex, thanks!

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Budgeteer
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Manafont has a really fast order/ship service if you care about that. Mine took 12h...

kragmutt wrote:

They're gonna send you a green redcat with a black LED.

BanglaBob
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..for your helpful responses. I'm still waiting for them to ship the item. BTW, some months back I got a flashlight from them that was defective. The threads on the front bezel were so worn that the bezel could not be screwed into the body. It would fall out if you pointed the light down. Sent them all the relevant data, including close-up pictures of the defective item. Their response? Asked me to send it to a repair shop and then send them the billSealed.  Anyway, it wasn't an expensive item ($11+) and after 3-4 communications with them, I just gave up and glued the front bezel on. A rather messy solution but then I wanted to cut a long story short. Of course I am not able to dis-assemble the flashlight now.

Lights out! That's when things get interesting...

jordan
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I received a non-functioning Eastward J08 from DX last week and attempted to file a customer service complaint.After filling out the on-line form I was unable to submit the complaint,ie.nothing happened when I clicked the "submit" button.I then repeated the process on two different computers days apart with the same result.Anyone have the same problem?I can see no other way to E-mail them about the problem.It has been a rather frustrating waste of time-any suggestions how to contact them? 

Nautic
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jordan wrote:

I received a non-functioning Eastward J08 from DX last week and attempted to file a customer service complaint.After filling out the on-line form I was unable to submit the complaint,ie.nothing happened when I clicked the "submit" button.I then repeated the process on two different computers days apart with the same result.Anyone have the same problem?I can see no other way to E-mail them about the problem.It has been a rather frustrating waste of time-any suggestions how to contact them? 

 

File a dispute at PayPal at once. Maybe raise it to a claim within a week. Thats the way to get their attension.

They dont mess with PayPal, as they are the whole fundament under their business.

 

I´ll bet you either get a refund or a replacement if you do as above.

Cheap quality is good - Expensive crap isn´t

Budgeteer
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The few times i needed a replacement i did it the polite way. Took me a few days and a bunch of mails to settle.

kragmutt wrote:

They're gonna send you a green redcat with a black LED.

Don
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In their early days DX just posted out replacements. But they have far too many customers to be able to do that now. they have too many "assertive" customers. Where I work, people calling themselves "assertive" get called psychopaths by the people I work with.

 

DX labels are quite distinctive and there are a lot of them when I have to go in to the PO to pick up parcels (i.e., every parcel DX sends tracked to me). Probably I'm the only one collecting torch stuff from my PO which serves about 100,000 people.

 

I don't like their bureaucratic procedures but they have always made stuff right for me - eventually.

 

To be fair there has been a problem about 3 times in 5 years. Yes, some of the stuff they sell is garbage which is why sites like this exist. The trick is to avoid the garbage, which if you tend to buy stuff on the day DX announce it can be a problem.

 

But is that DX's problem or mine? Read the reviews and you'll (mostly) be fine.

 

Problem is, a lot of the "first batch" lights will be sold out by the times the reviews are out there. Just see the wildly varying reviews on the Ultrafire C3 stainless steel lights. I have no doubt at all that all of the reviews are honest.

 

EU law requires a replacement two years later - though you are going to have to have a judge in the family to get this most times. I do. 

 

Chinese law does not. If it works when it arrives and continues to do so for 90 days - well that's OK. If it dies within a few weeks I have reason to be annoyed. If it works for 3 months - well after that, that is why the prices are so low.

 

 

I've never had any free lights for review, and just about everyone else out there hasn't either. I think I'd take Matt's approach (Which hadn't occurred to me but I am very impressed with) and give away any lights I did get given for review.

 

That does lots for self-esteem.

 

I mean, a dubious review on a $20 light, or my reputation? I know how I'd choose.

 

The numbers from my light tests are always to be found here.

https://spreadsheets.google.com/ccc?key=0ApkFM37n_QnRdDU5MDNzOURjYllmZHI...

Nautic
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Budgeteer wrote:

The few times i needed a replacement i did it the polite way. Took me a few days and a bunch of mails to settle.

 

I also do it politely through PayPal and it save me answering lots of emails with silly questions, i.e: Have you put a battery in the light?

Cheap quality is good - Expensive crap isn´t

jordan
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jordan wrote:

I received a non-functioning Eastward J08 from DX last week and attempted to file a customer service complaint.After filling out the on-line form I was unable to submit the complaint,ie.nothing happened when I clicked the "submit" button.I then repeated the process on two different computers days apart with the same result.Anyone have the same problem?I can see no other way to E-mail them about the problem.It has been a rather frustrating waste of time-any suggestions how to contact them? 

I have filed a dispute with Paypal per the good advice given here-I will post on further developments.There is a point where I feel like I am acting on principle,as I have already spent more time on this then the $18.50 flashlight was worth.Thanks everyone for their help.
jordan
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jordan wrote:
 I received no DX response to my Paypal dispute after two weeks,so I escalated it to a claim for $18.50.The same day,Paypal denied my claim saying they do not pass judgement on the "quality" of items received,only on whether you received the item or not.DX did not ever communicate with me about the non-functional flashlight.Two reviews on the DX site chronicle the same problem I had,which is repairable by disassembling the tail switch and soldering bad contacts.The light is so tiny,with poor access I am not skilled enough for this task.I will not order any more lights from DX and limit my DX purchases to batteries only,because apparently customer service is practically non-existent.I have been getting much better service from Manafont,Kaidomain,and Solarforce-Sales and will deal with them in the future.   

jordan wrote:

I received a non-functioning Eastward J08 from DX last week and attempted to file a customer service complaint.After filling out the on-line form I was unable to submit the complaint,ie.nothing happened when I clicked the "submit" button.I then repeated the process on two different computers days apart with the same result.Anyone have the same problem?I can see no other way to E-mail them about the problem.It has been a rather frustrating waste of time-any suggestions how to contact them? 

I have filed a dispute with Paypal per the good advice given here-I will post on further developments.There is a point where I feel like I am acting on principle,as I have already spent more time on this then the $18.50 flashlight was worth.Thanks everyone for their help.

Boaz
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things that make you want to join don's psyche-Ward..I noticed on my paypal that my adress is  ? unconfirmed  ?.. huh what's that about ....Seems paypal says guess what .. you're address is unconfirmed ..You're not covered by our protection services ..

 

Short version ...>> we'll take your money and give you nothing in return ..Seems this is becoming more and more common .

 

Jorden ..My advice is fix your own light ..Like it or not it's the easiest thing you can do

       καὶ τὸ φῶς ἐν τῇ σκοτίᾳ φαίνει καὶ ἡ σκοτία αὐτὸ οὐ κατέλαβεν

                            

       Dc-fix diffuser film  >…  http://budgetlightforum.com/node/42208

Budgeteer
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Boaz wrote:

things that make you want to join don's psyche-Ward..I noticed on my paypal that my adress is  ? unconfirmed  ?.. huh what's that about ....Seems paypal says guess what .. you're address is unconfirmed ..You're not covered by our protection services ..

 

Short version ...>> we'll take your money and give you nothing in return ..Seems this is becoming more and more common .

 

That is just wonderfull. Sad I often don't confirm addresses when they are exact.

kragmutt wrote:

They're gonna send you a green redcat with a black LED.

tethering
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Is it normal that my order, which shipped 12 day ago from DX,  is not listed at the tracking page from Hongkong Post?

Is this due the christmas rush?

Oxy Moron
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There's the odd exception (emphasis on "odd") but in all likelihood they used China Post and not HKP. They have a tracking site of their own, which isn't particuarly useful in my experience. Still, better than nothing, I guess.

antib
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I have now 2 order from DX:

 1, Ordered on 11/11/2010. DX Shipped 16/11/2010. Stuck on HKP.... HKP  say: the item left Hongkong on 3/12/2010.

Not yet arrived to me! (Normally 4 days).
Registered etc..... I don't know what can i do... Waiting.
(10 piece flame trustfire 18650 was in the package)

2., Ordered same day 11/11/2010, DX split the package:
    - First part shipped DX 16/11/2010. Stuck on HKP ....HKP say: the item left Hongkong on 2/12/2010.
Arrived to me on 6/12/2010. (That's normal, 4 days, after left HK)
    - Second part shipped DX on 28/11/2010 without tracking number with HKP. Don't yet arrived to me...
    - Third part shipped DX on 3/12/2010 with China Post. China post say: "posting 2010-12-08 " .....

I have a third order from DX: Ordered 11/11/2010 (yes on same day to) Arrived normally 4 days after "left HK",,,,,,,
Another 2 orders form another store, arrived normally 4 days after left HK...
I don't know what's going in HKP But where are my batteries?! (Who knows?!)
I read sb56637 thread here, and i hope they will arrive.......