DealExtreme customer service experience (transcript)

8 posts / 0 new
Last post
sb56637
sb56637's picture
Offline
Last seen: 6 hours 22 min ago
Joined: 01/08/2010 - 09:29
Posts: 6519
Location: The Light
DealExtreme customer service experience (transcript)

Hello all, new customers or potential customers of DealExtreme.com might find it helpful to read over the following transcript of a recent RMA transaction I recently had with them.  In my case, I received a working flashlight that was missing some advertised features.  Since the flashlight worked, I wasn't interesting in paying upwards of $10 shipping for a $10 light to return it to China, so I requested a refund of part of the price.  This is approximately what you have to go through to get such a refund.  It is important to note that you need to plan your response carefully, because after each reply from DealExtreme's customer service rep you only get one response back, after which you just have to sit patiently and wait for their reply back.   Here's the transcript, my initial request for service was submitted on 26 / January / 2010.

 


 

 

SKUOrdered 26930
Photo1 [uploaded]
Photo2  
Photo3  
Photo4  
Photo5  
Descriptions The flashlight is advertised as a 3-mode light. The light I received only has one mode. It is also advertised as a glow in the dark switch. My switch does not glow in the dark. I will accept this light if you give me a credit of $5.00 for a future order, as this light is not worth more than than $5.00. Thank you.
  The above information is provided by you at the time of submission.


Additional information requested by customer service agent:
No additional information is required at this time.
 
 
 


Request   (Responded) from [DX Rep]Customer Service Staff 1/29/2010 2:56:00 PM HKT (UTC+8)

Hello, 

As you mentioned that your products have some problem, please understand that a picture clearly showing the defect of the product is necessary. So would you please take some pictures of the defect and upload them here? We will follow up on it upon receiving it. 

Thank you for your assistance.

  Response   from Sam (Customer) 1/30/2010 2:09:27 AM HKT (UTC+8)

Hello, 

The defect is that your website says the light is "SmallSun ZY-C41 Cree Q3-WC 3-Mode 130-Lumen LED Flashlight". But the flashlight is not 3-mode. It should have high power mode, low power mode, and SOS mode, but the light I received only had high power mode. But if you want to see, I am attaching pictures. Sorry, my camera is not good. 

Please give me a DealExtreme credit of $5.00 because this product is not the same as the one advertised on your site. That way your company and me will not have to spend more money on shipping costs. 

Thankk you very much!

File 1 received
File 1 received
Request   (Responded) from [DX Rep]Customer Service Staff 1/30/2010 2:53:57 PM HKT (UTC+8)

Hello, 

Sorry,we just can offer crdit $3 for you . 

Have a nice day. 

[DX Rep]

  Response   from Sam (Customer) 1/30/2010 6:30:55 PM HKT (UTC+8)

Ok, thank you. How do I get the $3 credit? If I order another sku. 26930 can you find one that really has 3 modes of "low", "high", and "SOS" like the description says? If yes, I will probably buy another sku. 26930 with the $3 credit. Please tell me if you can find for sure another sku. 26930 with 3 modes. Thank you.

Request   (Responded) from [DX Rep]Customer Service Staff 2/1/2010 9:23:51 AM HKT (UTC+8)

Hello, 

Okay,i will check it with our warehouse staff ,once we confirmed the issue,i will tell you. 

Thanks a lot. 

[DX Rep]

  Response   from Sam (Customer) 2/1/2010 1:40:09 PM HKT (UTC+8)

Please let me know soon, I want to order so you can ship before the Chinese holiday break. Thank you!

Request   (Responded) from [DX Rep]Customer Service Staff 2/1/2010 4:58:34 PM HKT (UTC+8)

Hello, 

I confirmed,And would you like to save $3 as store credit or refund to your account ? 

Please advise. 

Have a nice day. 

[DX Rep]

  Response   from Sam (Customer) 2/1/2010 9:45:48 PM HKT (UTC+8)

Hello, 

You confirmed that the warehouse has sku. 26930 with "low", "high", and "SOS" modes? 

Please give me the $3 store credit. 

Thank you!

 


 

So in short, I am impressed that DealExtreme had the common sense to deviate from its normal return process not subject me to a lengthy and expensive return process that would cost more than the flashlight itself.  They appear to have made an exception for me and are offering me a return credit, which, although not as much as I requested, is fair enough.  It's good that the company doesn't treat their customers like lying criminals; they actually believed me without requiring me to give ridiculous proof of identity and ownership of the light.  My main complaint is with the time that it takes to resolve any issue.  It can take them up to a week to make their initial reply to a request, and from then on every response seems to take a day.  At any rate, the company is legitimate and they make a reasonable effort to satisfy their customers.

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

Edited by: sb56637 on 02/01/2010 - 10:04
alfreddajero
alfreddajero's picture
Offline
Last seen: 1 year 10 months ago
Joined: 01/14/2010 - 00:28
Posts: 1795
Location: Virginia Beach VA

The last time i returned a light they gave me a shipping address somewhere in Florida.......all it cost me was 2bones for shipping and a month or so later i got the new working light.

With Darkness, there will always be Light.

 

 

sb56637
sb56637's picture
Offline
Last seen: 6 hours 22 min ago
Joined: 01/08/2010 - 09:29
Posts: 6519
Location: The Light

The problem for me is that I'm not in the USA, and shipping from here is MEGA expensive.  And as minimal as the shipping costs are for DX, they would have lost a lot more than $3 on the sale.  So I think they made a pretty good choice.

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

alfreddajero
alfreddajero's picture
Offline
Last seen: 1 year 10 months ago
Joined: 01/14/2010 - 00:28
Posts: 1795
Location: Virginia Beach VA

Yes of course your right......

With Darkness, there will always be Light.

 

 

brted
brted's picture
Offline
Last seen: 1 month 2 weeks ago
Joined: 01/12/2010 - 19:44
Posts: 2371
Location: Atlanta

I didn't think they would actually make you send something back because the shipping would be so crazy (the Chinese government must subsidize export shipping, because I don't know how DX can ship stuff so cheaply). I didn't know about sending stuff to Florida, but that makes sense. In fact, I don't know why they don't ship containers of packages to the US and then put them in the mail here rather than ship individually from China.

 

I think that was generous of you to offer a partial store credit and pretty crappy of them to offer even less. It seems like to me you were due a full refund. But if you're reaonsably happy with the light, I'm glad it worked out for you.

sb56637
sb56637's picture
Offline
Last seen: 6 hours 22 min ago
Joined: 01/08/2010 - 09:29
Posts: 6519
Location: The Light

Basically I'm considering the price to be $7.55 after the refund.  Since it's a decent, working, single-mode AA Cree light in other respects I can accept that.  I'm working up a review for it right now.

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

sb56637
sb56637's picture
Offline
Last seen: 6 hours 22 min ago
Joined: 01/08/2010 - 09:29
Posts: 6519
Location: The Light

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

Chicago X
Chicago X's picture
Offline
Last seen: 6 years 3 months ago
Joined: 07/22/2011 - 16:13
Posts: 4013
Location: See Name

Spamming Mr.Admin's thread.

Classic.

http://wardogsmakingithome.org/index.html

War Dogs, Making it Home - Rescue Dogs for Returning Vets