Banggood Customer Service is very arduous...

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Stefan333
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Banggood Customer Service is very arduous...

Have bought many Astrolux lights in the past and all where fine.

Until last week i got an Astrolux FT02, put some batteries in and, uhmm, WTF is this funny cloud of light at the wall…

Opened it to explore the cause and found a metal work that quality control should ashamed of… Sad

https://abload.de/image.php?img=img_20804fkdx.jpg

In the Image above the left side of the MCPCB sits on the anodized Area of the Head, marks from the reflector are only in this half.
-the MCPCB has no thermal contact with the shelf
-it is badly off center
-it is tilted against the shelf surface

Picture with removed MCPCB, what a mess…

https://abload.de/image.php?img=img_2090v7j84.jpg

Well, i have never seen such a bad metall work.

Also the threads of the driver side where crooked milled.

https://abload.de/image.php?img=img_2081yhkgs.jpg

Banggood requests video after video claiming that they can not see the Problem… Angry

regards
Stefan

Edited by: Stefan333 on 08/21/2019 - 17:34
mortuus
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do a paypal dispute, say item broken on arrival, case won.

...where Frugal meets with Flashlight!

wstrachan
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I found it downright atrocious! First it’s a bunch of hoop jumping with images and explanations. If you didn’t receive an item it’s never their fault even though they selected the carrier & method. Broken items over 30 days, even house brands you have no recourse at all.
This is after a few large issues in short succession. I had literally placed 67 orders prior with only false advertising issues (that is pretty much expected).
Buyer beware is good advice. I now only order from them if I absolutely cannot get the item elsewhere.

light addict....yeah I've got the bug.

Atrolux MF02_O2S
Imalent DT70
Emissar (All Models)
Lumintop ODL20C
Wuben A21 & T70
thrunite tn32 ut
acebeam k60
many, many others...

Unloco
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Most of the times that I have dealt with the BG CS for failures has been a waste of time.
First I deal with the CS. If there is no satisfactory response, I send a PM to http://budgetlightforum.com/user/6714 . If it remains unsolved, I post in http://budgetlightforum.com/node/33282 .
Exhausted all resources… Paypal.

Yokiamy
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Honestly, i had to look twice as well Wink

But it is obvious that the complete shelf is off center and the threads look quite shabby as well.

Indeed, poor quality

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

 

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jon_slider
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“ Banggood requests video after video claiming that they can not see the Problem”

correct
they need a video to process your claim
photos are not a video

the person is just following a script, to keep their job

post the video.. it wont really matter what it shows, they just need to check of a box on a form that says you sent the video

then they move to the next step in their script
they lowball you

then you open a paypal dispute
total game changer

you get a full refund, and you get to keep the defective light.. done

post the video, file the paypal dispute, you win

suggestion, in the video, use a chopstick or laser, to point at the part of the light you want to show is defective

you photos are full of irrelevant visual info, if you add a yellow arrow, it would help, me. But it wont satisfy the video requirement

just trying to help.. the people looking at your photos, have no idea how flashlights are built, they are office workers, and non native english speakers.. they want to keep their job.. help them to help you, without pissing off their boss.. post the video, file the dispute, that pretty much puts an end to the script and bumps it up a notch

bangood does not want paypal to cut them off for too many unresolved complaints

bangoods goal once you file a dispute, is to get you to sign off that you resolved the conflict.. thats a whole new department contact.. dont sign off.. let paypal work for you

do not sign off until paypal shows you the money.. you will win, if you follow the script Im giving you Smile

staff in customer service keep their job, bangood corporate keeps their mechant account at paypal, you get your refund

LTC
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Is it true that say for this case, dismantling the light would have void the warranty and claim?

Henk4U2
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LTC wrote:
Is it true that say for this case, dismantling the light would have void the warranty and claim?

That statement is too obvious, and is not valid in all cases and in all situations.
It is more valid if the manufacturer has written it in the manual or on a guarantee document.
And you know pretty sure they don’t want you to open the light when it is all glued up.

There is a difference between dismantling and opening and disassembling.
Most flaslights can be opened and devided into 3 parts: head combo, body (tube), and tail combo.
If separating the head from the body shows you a bit of manufacturing that NEVER passes a normal QC,
then I am convinced that you have the right to investigate if there is more trouble to be found.
As long as the steps you take are not irreversible (like using a hacksaw).

If you under no circumstance are able/allowed to open the light it might become a Dead Parrot Sketch.
Where the seller repeatedly insists there is nothing wrong with the light. Even if it does not work.

You are a flashaholic if you are forced to come out of the closet, to make room for more flashlights.

Stefan333
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Thx for the advices, i will follow the recommended Script…:)

My last sentence is not clearly verbalized, sorry, not the first language… Grad

I have already send two videos to Banggood CS and taken the Fotos for the forum, so i think i am now on the stage “low ball”.

Dismantling the light was imho the only way to dokument the problem, i don´t want to imagine it trying to explain the Problem with a viedo of beamshots to the customer service.

Well, hoping the next two coming Astrolux from freemes group buys comes in the usual good quality.

LTC
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Henk4U2 wrote:
LTC wrote:
Is it true that say for this case, dismantling the light would have void the warranty and claim?

That statement is too obvious, and is not valid in all cases and in all situations.
It is more valid if the manufacturer has written it in the manual or on a guarantee document.
And you know pretty sure they don’t want you to open the light when it is all glued up.

There is a difference between dismantling and opening and disassembling.
Most flaslights can be opened and devided into 3 parts: head combo, body (tube), and tail combo.
If separating the head from the body shows you a bit of manufacturing that NEVER passes a normal QC,
then I am convinced that you have the right to investigate if there is more trouble to be found.
As long as the steps you take are not irreversible (like using a hacksaw).

If you under no circumstance are able/allowed to open the light it might become a Dead Parrot Sketch.
Where the seller repeatedly insists there is nothing wrong with the light. Even if it does not work.

A clearer picture for me now. Very true about the point opening and dismantling. Thumbs Up Thumbs Up

Streamer
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jon_slider wrote:
use a chopstick or laser, to point at the part of the light you want to show is defective

LOL…Yeh, seems to work, whenever I do a claim in North America. I use a fork myself to point with. So a chopstick should get their attention over there…. still lmao…good one JS ! Big Smile Big Smile

jon_slider
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Streamer wrote:
still lmao…good one JS ! Big Smile Big Smile

LOL, thanks!

I decided not to mention a steak knife.. Smile

but maybe a pen or pencil would have been sufficient

I look forward to good news from the OP

Stefan333
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Ok, Banggood requested a third Video of the assembled Light so i screw it together and make a shot of the dancing LED.

I will take a bet that they request a fourth video… LOL

Well, whithout an good video Hoster at hand i have tried an animated gif at abload.de to show it here

jon_slider
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Stefan333 wrote:
Well, whithout an good video Hoster

I use youtube

No need to make this so complicated

scosgt
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I got a cancellation order for something that was not in stock.
BUT no refund.
I just did a live chat with CS.
They promised a refund in 48-72 hours.
We shall see.

Meanwhile, I have three tracking numbers from as early as August 25 that state “label made”, but do not otherwise track. Can get frustrating.

BlueSwordM
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Through my experience with Banggood, they have been quite nice to work with.

It does take quite a bit of time though.

My very own high current Beryllium Copper springs Gen 3:
http://budgetlightforum.com/node/67401
Liitokala Aliexpress Stores Battery Fraud: http://budgetlightforum.com/node/60547

TheOnlyDocc
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I am not a fan of BG support. But sometimes they are really funny. I aksed the support if one of their polishing machines are having a flaw in the description.
Because usually polishing machines are not adjustable from 8000-10000RPM. And especially the TM Brnad ones are usually from 0-10000RPM.
So i asked if they could ask their supplier if the description is correct or of the writing on the product picture is correct (0-10000RPM).
Answere:
For the item 1347518 , just checked with the salesman, The actual use can be adjusted between 0-10000rmp, the highest is 8000-10000RPM . Facepalm

New WildTrail (former LuckySun) D80v2 Sale has Started http://budgetlightforum.com/node/66255

scosgt
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And as Karma will have it, one of my tracking numbers just arrived at the shipping partner” in the US.

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Ive seen some lights with similar misalignment. Probably, they use anodized threads as base, if they are not tight enough, they get runout at one side, and bigger runout at the second side.
I dont think banggood is as bad as you can read here. I have never need to open pp dispute, e-mail support did their job well. They are not super fast, but sometimes they changed items in order few hours before shippment. Several years ago they had many delays with new shipping agent, I pleased them to stop using this company and they did it.
I think any wide range goods website have problems with support when it is about concrete goods (flashlight). They are not flashlight expert to see one photo and make decision that this one is defective.

Stefan333
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Little Update of the Case.

After Banggood requested a third video i send it in. They suggested that i should recenter the LED, i replied that this is impossible due to the bad milling work.

They answered that the threads have nothing to do with the LEDFacepalm

That was the point where i got tired of bullshitting me and opened an Paypal Case.

Today Paypal send a mail that i only get my Money back when i send the Light back to Hongkong at my cost.

So i should pay 20,-EUR shipping to China to get 46,-EUR back.

Well, lession two learned, Paypal buyer protection is useless in germany.

Unfortunatly i have two more Astrolux lights preordered, when they are delivered i will look around for other sources and paying when ever possible with CC in the future.

Such a non existend customer service of this two companys i will not support with my money.

scosgt
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Yesterday I received an order that was supposed to have 5 Astrolux small holsters.s.
There was only one
I used the CS complaint form, and attached photos
Today I get an email asking me for photos!

Only $8, so no big deal, but I intend to keep on them.

RobertB
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If you know a machinist, you could maybe have them mill out the shelf for you so you could at least center the emitter

scosgt
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So I get an email from Banggood offering me $6.20. They actually stiffed me for $7.76.
Unreal, they need to cheat me out of $1.50?
I have had good experience with Banggood. But this is silly.

RapidLux
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Agree. I spent one hour just to get an order cancelled. The first support agent hauled out the chat, I had to wait, get answer, wait 5-6 min. get answer and wait, wait. Then she asked you still there.. Technical problems.. wait I check it…at then at end, after 45 minutes she asked what order I wanted to cancel. I did the run just to check how far they would go, spent one hour like this and she didn’t cancel the order. Later I tried again, with another support agent. When I noticed he started in same manner, I threatened that I’m member of a forum with thousands of members and I would publish copy of the chats, and if he cancelled the order I would forget it all and not publish anything. Then he suddenly changed his mind, cancelled the order and gave me full refund. It’s pity.