Anyway you should also let them know that you paid extra to have your goods delivered in the reasonable time. Someone has to pay for the nonexisting quality of service! At least the difference between regular airmail and the "premium" ems.
The thing with this is that after some amount (combined with total weight), EMS upgrade is free. I can't complain about a free upgrade that delays as much as China Post would...
I'm with fran on waiting until the last minute before filing a dispute. Hopefully it will arrive in the next 4-5 days. But at 45 days you must file a dispute just to protect yourself because $330 is a whole lotta moolah.
I usually wait about 43 days, just so that I don't wait too long. If DX offers a fake refund, like they did to me, I give them just a few days extra before I escalate the claim. If they wouldn't have offered a fake refund, which I deemed fraudulent, I would have given them an extra two weeks. Also I will not contact DX, except through a PayPal dispute, because they don't treat me with any respect when I try to contact them through their system.
I opened a dispute today. After a couple of minutes I received two e-mails, one from paypal stating that I opened a dispute and one from DX stating that they sent a refund to my paypal account.
My paypal account balance is still $0 so what refund are they talking about?
And, by the way, I didn't ask for refund, I asked them to investigate the matter. I am prepared to wait 20 more days for the package.
Each time you open a dispute on DX, the system automatically sends you a FAKE refund, consisting in a email saying that DX have refunded a determinated amount of money, but DX hasnt refunded nothing to you.
This is to "fake" the customer and insist the customer into closing the dispute (once the dispute is closed, no way to open another).
So, wait 20 days. If the package still not appears raise into claim. BUT then PAYPAL staff will investigate the issue and decide.
DX can prove that they sent the parcels by showing the tracking numbers and the status of the packages.
IF the problem is that the packages were stolen by Postal Services, or simply are held by customs.... BYE BYE. Paypal will not do anything... you will solve the issue by yourself!!!
The same happened to me only I got a wrong sku. I had to look every day into my account, but the refund never came. Eventually I opened a dispute, nothing happened! In time I raised to a claim on the amount that they said they had refunded. PayPal decided in my favour and I got the refund. Strangely enough DX deducted a point from my DX account both when they said they refunded and again when I got the refund! I won't bother getting the one point back.
36 days after dispatch with EMS, the package hasn't arrived yet.
Before opening a dispute, I contacted DX customer support and I told them politely that I am worried that the package might got lost or something and I will open a dispute so we will have more time to wait safely for it.
Then, I opened the dispute and a day later I got a very polite response from customer support (in DX system, not paypal) that said that if after 5 more days the package hasn't arrived, DX will give me a reasonable solution.
So now I wait a few days. Either it will arrive or I will contact DX again and see what they propose. Paypal dispute is still open.
I'll relay my recent DX experience, in case it helps anyone estimate recent delivery performance. I submitted a very small order without a tracking number on Nov 8, 2010, it shipped Nov 17, 2010, and it arrived today (Jan 12, 2011). I requested a status on Dec 27, 2010 and got a reply on Dec 28 to wait a few more days. Total time from order to arrival was 65 days. Don't order from them if you are in a hurry, tough I understand the wait is longer over the holidays. I may order again, but not for anything I want soon or can get for a roughly similar price from a domestic seller.
With that said all was well untill about a year ago. between missing parcels and the "just wait another 2 weeks"...
I try to avoid DX as much as I can. Just received a refund for an order made in September 2010.
DX used to be better than this. might be that this is not totally on DX(HK post to the US), but CS is not in any way helpful as yesteryear. In the meantime other China vendors are able to get parcels to me in 10 days time. Lets not even get into "in stock" items.
The changes and meltdowns, this has been going on beyond the X-mas rush (before).
I don't detest DX, I have been ordering since '08, but something has changed not sure what it is. possibly in CS responses and dealing with non rush times (non holiday)
Are these possibly isolated sitiuations? but when as the consumer start to see a trend to the worse, as said consumer moves on.
DX is still in my Bookmarks, but if I order they will be small orders.