FastTech poor customer service

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Rockspider
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This is the story of my order dated 11June, very disappointed... 18 Check order A061167305 - Waiting for staff response Write a reply #1. posted Jun 18 by you #2. posted Jun 18 by Henry Staff Sorry for the delay. We will arrange the shipment once SKU# 1306402 is restocked on 20-June. And you will receive a notification email with the tracking number then. Please give it some time and it will be shipped soon. Thanks for your patience and understanding. #3. posted 22 days ago by you On 19-June you sent me the above reply, and also few minutes later sent me the shipping notice with tracking RQ197836967SG. Now it's 04-July and still tracking does not work. On Singapore post it's stated as despatched to overseas, but there are no info on any other tracking site. Has it been really shipped or are you still waiting? I need to know what is the status of this order. Thanks Alessandro #4. posted 22 days ago by Henry Staff Sorry about this. Since the postal system was jammed with a lot of packages, processing was significantly delayed. If the information won't be updated on the website, please wait a few days and check it again, the information will be updated soon. #5. posted 6 days ago by you Bad news. Package has arrived but item inside is totally wrong! I ordered a SWM V60C XML-U2 which is a big powerfull flashlight, you sent me a tiny dwarf V11R. 38 days patiently waiting and now this?! Not even funny. I want my V60C and need to receive it within the end of July. Please provide accordingly to rectify your mistake. Waiting your reply. Alessandro #6. posted 6 days ago by Henry Staff Sorry about the issue. Please let us know the SKU# of the item you received. Could you take a photo of the defective part first so that we can directly see how to proceed accordingly? For customer security, attachments are not included in e-mail messages. Please click on the following link and log in to your FastTech account to upload this attachment: https://support.fasttech.com/ticket/Q0618XRTYM Thanks for your understanding. #7. posted 5 days ago by you SWM V60C SKU is 13.064.02 but you sent me V11R SKU 13.064.03 Let me know which way you want V11R to be sent back to you. PLEASE understand that time is very limited now, I need to receive my V60C before leaving for holidays on 02 August, otherwise for one full month there would be nobody here to pick it up and the post office will resend it back. Do your best to make this happen on time! Waiting your reply Alessandro Attachments (.jpg, 1376 KB) IMG_7459.JPG #8. posted 4 days ago by Henry Staff Thanks for your confirmation. Would you like us to send you a free replacement SKU#1306402 that is tested working well with the postage covered by us? But we may also need your help to return the item SKU#1306403. A replacement will be sent to you once the returned package delivers. We'll arrange to send you RMA number and address to proceed. #9. posted 4 days ago by you Yes I want my V60C SKU 1306402 delivered free of any further charge. I can send you back SKU 1306403 with same kind of tracking shipping you used from there, no problem, but I expect that you will also refund me back for the postage cost. What I'm not happy at all is to wait untill you receive back SKU 1306403 before sending to me SKU 1306402. I can send you proof of postage. I told you before I have been waiting from 11 June, I think that's enough! I'm leaving for holidays on 3 August so I want my V60C delivered before that date. Sorry to be rude but it's your mistake, I paid in advance and have been waiting so long. Now I want it delivered in time with a faster shipping service. #10. posted 3 days ago by Henry Staff Sorry about the inconvenience caused. I have sent you (in a separate e-mail) your RMA number and our return address in Hong Kong. Please be sure to ship SKU#1306403 back in the cheapest way. Please clearly mark your RMA number on the address line. Let us know the postage and send us the picture of the shipping receipt after you return so we can arrange the reimbursements. For customer security, attachments are not included in e-mail messages. Please click on the following link and log in to your FastTech account to upload this attachment: https://support.fasttech.com/ticket//Q0618XRTYM A replacement will be sent to you once the returned package delivers. #11. posted 2 days ago by you Here is the receipt of the returned item. Tracking is RA72033****IT, origin is Poste Italiane, tracking page: http://www.poste.it/online/dovequando/home.do Now that you have proof of the item shipped back to you, if you were serious about your customers, you would immediately send me the V60C that I ORDERED and PAYED on 11 June, 44 days ago. It's absolutely not professional from you that for YOUR mistake I have now to wait the item sent back and then another month more for my V60C to come here. If this is the inefficiency level of your customer service I will make on BLF the pubblicity you deserve. Attachments (.jpg, 1545 KB) IMG_7460.JPG #12. posted 1 day ago by Henry Staff The postage is $15.66. Is it right? Would you like us to refund the postage via store credit or PayPal? Store credit is a gift certificate code and it's good as cash. Simply enter it in step 3 of checkout. There is a gift certificate link right above the “checkout" button. You can use it to get anything you like. Please let us know and we will arrange, thank you. #13. posted ago by you Yes the postage is Eur 11.85 so in Usd depends on the exchange rate. Store credit is ok. But you still does not reply nor show any good will about shipping my V60C quickly. This is so bad of you.

FmC
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Holy-text-wall… I can

Holy-text-wall…

I can understand your frustration. You could maybe simplify it a little to let people know the basics – most will gloss-over or not read such a post.

whokilledJR
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You might want to try

You might want to try paragraphing and spacing, your average person won’t attempt to read a post like that.

Chloe
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Rockspider wrote:This is the

Rockspider wrote:

This is the story of my order dated 11June, very disappointed…
18 Check order A061167305 – Waiting for staff response Write a reply

  1. posted Jun 18 by you
  1. posted Jun 18 by Henry Staff

Sorry for the delay. We will arrange the shipment once SKU# 1306402 is restocked on 20-June. And you will receive a notification email with the tracking number then. Please give it some time and it will be shipped soon. Thanks for your patience and understanding.

  1. posted 22 days ago by you

On 19-June you sent me the above reply, and also few minutes later sent me the shipping notice with tracking RQ197836967SG. Now it’s 04-July and still tracking does not work. On Singapore post it’s stated as despatched to overseas, but there are no info on any other tracking site. Has it been really shipped or are you still waiting? I need to know what is the status of this order. Thanks Alessandro

  1. posted 22 days ago by Henry Staff

Sorry about this. Since the postal system was jammed with a lot of packages, processing was significantly delayed. If the information won’t be updated on the website, please wait a few days and check it again, the information will be updated soon.

  1. posted 6 days ago by you

Bad news. Package has arrived but item inside is totally wrong! I ordered a SWM V60C XML-U2 which is a big powerfull flashlight, you sent me a tiny dwarf V11R. 38 days patiently waiting and now this?! Not even funny. I want my V60C and need to receive it within the end of July. Please provide accordingly to rectify your mistake. Waiting your reply. Alessandro

  1. posted 6 days ago by Henry Staff

Sorry about the issue. Please let us know the SKU# of the item you received. Could you take a photo of the defective part first so that we can directly see how to proceed accordingly? For customer security, attachments are not included in e-mail messages. Please click on the following link and log in to your FastTech account to upload this attachment: https://support.fasttech.com/ticket/Q0618XRTYM Thanks for your understanding.

  1. posted 5 days ago by you

SWM V60C SKU is 13.064.02 but you sent me V11R SKU 13.064.03 Let me know which way you want V11R to be sent back to you. PLEASE understand that time is very limited now, I need to receive my V60C before leaving for holidays on 02 August, otherwise for one full month there would be nobody here to pick it up and the post office will resend it back. Do your best to make this happen on time! Waiting your reply Alessandro Attachments (.jpg, 1376 KB) IMG_7459.JPG

  1. posted 4 days ago by Henry Staff

Thanks for your confirmation. Would you like us to send you a free replacement SKU#1306402 that is tested working well with the postage covered by us? But we may also need your help to return the item SKU#1306403. A replacement will be sent to you once the returned package delivers. We’ll arrange to send you RMA number and address to proceed.

  1. posted 4 days ago by you

Yes I want my V60C SKU 1306402 delivered free of any further charge. I can send you back SKU 1306403 with same kind of tracking shipping you used from there, no problem, but I expect that you will also refund me back for the postage cost. What I’m not happy at all is to wait untill you receive back SKU 1306403 before sending to me SKU 1306402. I can send you proof of postage. I told you before I have been waiting from 11 June, I think that’s enough! I’m leaving for holidays on 3 August so I want my V60C delivered before that date. Sorry to be rude but it’s your mistake, I paid in advance and have been waiting so long. Now I want it delivered in time with a faster shipping service.

  1. posted 3 days ago by Henry Staff

Sorry about the inconvenience caused. I have sent you (in a separate e-mail) your RMA number and our return address in Hong Kong. Please be sure to ship SKU#1306403 back in the cheapest way. Please clearly mark your RMA number on the address line. Let us know the postage and send us the picture of the shipping receipt after you return so we can arrange the reimbursements. For customer security, attachments are not included in e-mail messages. Please click on the following link and log in to your FastTech account to upload this attachment: https://support.fasttech.com/ticket//Q0618XRTYM A replacement will be sent to you once the returned package delivers.

  1. posted 2 days ago by you

Here is the receipt of the returned item. Tracking is RA72033****IT, origin is Poste Italiane, tracking page: http://www.poste.it/online/dovequando/home.do Now that you have proof of the item shipped back to you, if you were serious about your customers, you would immediately send me the V60C that I ORDERED and PAYED on 11 June, 44 days ago. It’s absolutely not professional from you that for YOUR mistake I have now to wait the item sent back and then another month more for my V60C to come here. If this is the inefficiency level of your customer service I will make on BLF the pubblicity you deserve. Attachments (.jpg, 1545 KB) IMG_7460.JPG

  1. posted 1 day ago by Henry Staff

The postage is $15.66. Is it right? Would you like us to refund the postage via store credit or PayPal? Store credit is a gift certificate code and it’s good as cash. Simply enter it in step 3 of checkout. There is a gift certificate link right above the “checkout” button. You can use it to get anything you like. Please let us know and we will arrange, thank you.

  1. posted ago by you

Yes the postage is Eur 11.85 so in Usd depends on the exchange rate. Store credit is ok. But you still does not reply nor show any good will about shipping my V60C quickly. This is so bad of you.

Some formatting was preserved by quoting.

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sorotantaz
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just happen to open a ticket

just happen to open a ticket regarding not receive rebate point from writing review and served by the same Henry, and also the same, he was not answering question.

very poor customer service. only using standard polite sentence which sometime irritates more because we know it is almost a template response.

sorotantaz
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leaftye wrote:You have to

leaftye wrote:

You have to submit your reviews through your order page to get rebate points.  That’s the only way your review will reflect that you’re a verified owner, and only verified owners get rebate points for reviews.  You can resubmit your review through your orders page to receive rebate points.

 

This was discussed in the Fasttech forum within the last few days.


I always did like that when write a review.
and this time 1 out of 5 reviews is not rewarded.
I’ll work it out within the tickets.
just sharing the same issue which that particular Henry, tend to not address the question just like above.

Rockspider
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Thankyou very much Chloe, I
Thankyou very much Chloe, I was on mobile phone and the browser screwed up the formatting! As for the story, it's very frustrating. I ordered a SWM V60C on 11 June and will not receive it before September (!!!) and all because of their mistake and terrible customer service.
Tanner
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Is it language barrier or do

Is it language barrier or do they just copy and paste the same generic reply?

I got the same replies when I was sent a paper weight of small value. It’s going on two weeks and I’ve received no final reply or return instructions. At least they responded to you! So much for thinking Fasttech was above average for China… They are fine till your order is screwed up like usual.

eebowler
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You’re a gem Chloe. Wait, I

You’re a gem Chloe. Wait, I lie, You’re a U3, XM-L2!

sorotantaz
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Tanner wrote:Is it language

Tanner wrote:
Is it language barrier or do they just copy and paste the same generic reply?
So much for thinking Fasttech was above average for China… They are fine till your order is screwed up like usual.

i think they have a standard instruction when replying.
and +1 for the bold.
leaftye wrote:

I’ve found that they tend not to offer solutions. You have to ask. You want the return the light? Ask for it specifically. You want a paypal refund? Ask for it specifically. You want their return address? Ask for it specifically.

It’s slow, but they’ll get there.

What’s always been true about buying flashlights from China is still true. If you want it quickly, don’t buy from China. Fasttech challenged this rule by delivering the initial order quickly more often than not, but the rule still applies when things don’t go perfectly.


+1 for the bold one..

reynoldg
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haha I experienced it myself

haha I experienced it myself , their poor Customers support.

I asked to combine two orders (1 day apart ) and the reply was
“You know it’s difficult to find one package from thousands of batches of packages.”

I filed a customer support ticket after ordering asking to remove the invoice from the shipment.

then I received a note after they shipped the item telling me that
“I am sorry to mention it was shipped with a product list inside before we saw your message. Thank you”

I think its better that they add a message box upon check out! Smile

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