*Update 19.10.15* Testing Gearbest RMA/Warranty process thread

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MountainKing
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*Update 19.10.15* Testing Gearbest RMA/Warranty process thread

Hi guys. This will be a thread that will be updated to test the warranty/RMA process of Gearbest.

Credentials:
First off, before some users think of bashing me, I am not here to ‘use’ BLF to obtain any refund. I could care less to contact them, talk with them, reship the item, make this post and vids etc. This post has only been made for informative purposes. I am NOT a new customer of GB and have purchased over $1000 of stuffs from them this year alone.

The flashlight already had issues when brand new which was not annoying enough for me to get it returned. It’s switch was semi faulty. Working intermittently when pressed. Sometimes necessitated about 10 clicks to get it to work sometimes 1 only…

Test case: Sunwayman C22c
Order no: W1505290406529275
Purchase date: May 29, 2015 19:06:52 PM
Shipped date: Jun 01, 2015 11:58:07 AM
DIED: Oct 02, 2015

Updates: (Most recent to least recent)

19.10.15 – Reply from Sunwayman for RMA process ….
19.10.15 – Responce from GB CS asking me to tell the steps I did to try to fix the issue and a pic of the flashlight.
17.10.15 – Email sent to Sunwayman Evil
16.10.15 – Still no response from their CS…
07.10.15 – Still no response from their CS….
03.10.15 – Contacted GB CS through their website. Ticket T15100377784

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Edited by: MountainKing on 10/19/2015 - 12:19
ReManG
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I am not taking this as a “bashing” post. In fact, my experiences with GearBest have deteriorated over the last few months and I am interested to see how they respond to you in this case. I hope they do well in your case.

I appreciate the testing, in this case of the warranty system for a light like the Sunwayman, and how the vendor responds. It will of course be dependent on the individual that responds to you, as we all know, some people (everywhere, and across all cultures) are just at their job to pull a check, others actually care. In customer service, this is especially obvious.

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MountainKing
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Updated….Still no response from their CS.

Never ever forget and forgive. Niwal**er new kid on the block trying to act tough.
http://budgetlightforum.com/node/24847
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http://budgetlightforum.com/node/11324?page=2#comment-254983

tsetse
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Actually I have received a defective CooYoo with unsoldered driver spring. I created a support ticket, attached a picture but the CS responded that there is no picture attached… Twice. It is always the same copy/paste answer. I would prefer that they take their time to actually look if there is a picture attached instead of them replying like such. I actually was quite satisfied with GB until now. Testing their CS for the first time and for me it’s a fail.

tsetse
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tsetse wrote:
Actually I have received a defective CooYoo with unsoldered driver spring. I created a support ticket, attached a picture but the CS responded that there is no picture attached… Twice. It is always the same copy/paste answer. I would prefer that they take their time to actually look if there is a picture attached instead of them replying like such. I actually was quite satisfied with GB until now. Testing their CS for the first time and for me it’s a fail.

Correction… I just noticed Gina from GearBest propose me to send a driver for CooYoo here… so maybe 1/2 fail only now.

Jubeldum
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My only major problem with Gearbest was when I received a counterfeit Convoy S2+, but they sent me a replacement and the wife is happy with her pretty red flashlight. The only thing I didn’t like was that there was no tracking number provided for the replacement. That made for a long one month wait.

I always pay the extra price to have tracking and insurance. It covers mine and Gearbest’s butt if something gets lost or damaged while shipping. I just love it when I get something inside of a clear USPS plastic bag that looks like it has been run over. The bag will have a sticker saying were sorry that we broke your stuff. I remember a busted package of ink cartridges that I bought that had tire tracks on it LOL.

I believe that the USPS in Chigago Illinois, Flushing New York and Pontiac /Allen Park Michigan (outside of Detroit) must employ trained apes.

If they don’t damage your package, their service sucks so hard at times that they will create a singularity that swallows up flashlights. I wouldn’t be surprised if NASA picked up any gamma ray burst coming from those locations.

keltex78
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Keepin’ the “B” in BLF

Don wrote:
It sounds like the XM LEDs won’t really be suitable for flashlight use. Pity…

MountainKing
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Update 16.10.15…JACK SHIT! LMAO

Contacting csgearbest would be unfair imho. Imagine the vast majority of the interwebs buying from them and not knowing about csgearbest @ blf….

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http://budgetlightforum.com/node/24847
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http://budgetlightforum.com/node/11324?page=2#comment-254983

ReManG
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Wow that is not good…

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Lord_Niksidor
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Was that before or after the 6 month Paypal thing, seems like there is no way to correspond with them nicely Scratch that, it never says impact resistant on the product page so you probably can’t go for item not as described, still, no response for 2 weeks is terrible

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I also opened some tickets on their website and each time there was no answer. Then I contacted CSGearbest from this forum, the one that post the coupon from gearbest.

And then you can have an answer. He don’t take care directly but at least someone see it. For example, for a red S2+ that have a XM-L instead of XM-L2, it took 6 weeks and many PM before they sent me the correct flashlight and then again some weeks before it arrived.
But on their website, the only answer I got was after I contacted their employee by PM on BLF.
I don’t think they are really bad customer service, just no one read their ticketing system.

cavesprings
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Did you open a ticket through support@gearbest.com?

In a PM from CSGearbest, she asked me to send some pictures. I sent them to support@gearbest.com and got this PM Thursday Oct. 15.

 

Thanks for your picturer.

Could you please resend the pictuer to us here or send to edit for BLF post@gearbest.com?

Since the support@gearbest need to check by our relative colleague but she on the vocation now.

Thanks for your understanding in this matter.

 

But if they have been on vacation since the 3rd, that's one helluva vacation.

MountainKing
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I opened a ticked through their website support which is the standard way of dealing with such issues. I have not seen the email you mentioned on the website nor is the CS rep here a standard way of fixing user problems. Here, they cater for BLF members only.

My next step would be to contact sunwayman and inform them of this lack of customer support…Maybe this will cost Gearbest the ability to sell sunwayman products? Evil

Never ever forget and forgive. Niwal**er new kid on the block trying to act tough.
http://budgetlightforum.com/node/24847
Do not support this brand.

DINODIRECTSCAM COMPANY. DO NOT BUY
http://budgetlightforum.com/node/11324?page=2#comment-254983

Gunga
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I dunno. I’m not sure it’s just gearbest. I went through a run around with Banggood a few months ago. They kept asking for pictures and I sent them 6 different times in 4 different ways. I finally got my money back but not till I filed a Paypal claim. I think a lot of these companies have spotty CS. Sometimes it’s okay, a lot of times it is not.

MountainKing
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Update 19.10.15

I was asked to

i) tell the steps I tried to make sure it was working properly.
ii) To take pictures or video, under good lighting conditions and taken at close and medium range…

Not sure what this will do to a dead flashlight taking a picture….

Never ever forget and forgive. Niwal**er new kid on the block trying to act tough.
http://budgetlightforum.com/node/24847
Do not support this brand.

DINODIRECTSCAM COMPANY. DO NOT BUY
http://budgetlightforum.com/node/11324?page=2#comment-254983

zeremefico
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GB just does’t respond to tickets, it is their policy.

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zeremefico wrote:
GB just does’t respond to tickets, it is their policy.

They have always answered my tickets. It can take a few days, but that is the case with BG too. One good thing about Gearbest is that you can use your earned points even when the product is on sale.

MountainKing
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Wow Sunwayman CS sure was fast…Here is their email response…

Hello,

Thank you for your support and sorry to hear the issue. Could you send the light directly back to us for checking and repair? Below is return details,

ATTN.: *******
R*********************************, 34th. Bao’an District, Shenzhen, Guangdong, China ***01
TEL: *******888-8057 / Mobile: 8*****7888 (please do include this phone number)
Please *** **** ****.

Using registered air mail through local post office should be most economical and you can send only the light without package back, but please pack it well with bubble bags to avoid possible damages during transportation, and please DO NOT forget to provide us the tracking#(or number on your customs label) after you ship so that we can follow this up, otherwise the light might get returned/lost if not picked up in time, thank you very much.

Best Regards,
Customer Service

Never ever forget and forgive. Niwal**er new kid on the block trying to act tough.
http://budgetlightforum.com/node/24847
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DINODIRECTSCAM COMPANY. DO NOT BUY
http://budgetlightforum.com/node/11324?page=2#comment-254983

freeme
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It can't be true right? 

zeremefico wrote:
GB just does't respond to tickets, it is their policy.

I have to admit that I am quite a fussy buyer at times, but all my 27 tickets received proper closure within 3~4 replies.

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MountainKing wrote:
Wow Sunwayman CS sure was fast…Here is their email response…

… Could you send the light directly back to us for checking and repair?
… Using registered air mail through local post office should be most economical

… you can send only the light without package back,
… but please pack it well with bubble bags to avoid possible damages during transportation,

… DO NOT forget to provide us the tracking#
… otherwise the light might get returned/lost if not picked up in time

+1
Ice
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freeme wrote:

It can't be true right? 

zeremefico wrote:
GB just does't respond to tickets, it is their policy.

I have to admit that I am quite a fussy buyer at times, but all my 27 tickets received proper closure within 3~4 replies.

 

Fussy ? Are you kidding? I'd never sell to you again. Why would anyone want to do business with someone like that .

  Why is sending it back to Sunwayman more preferable than shipping it back to gearbest ?