My Fasttech ticket about receiving a wrong flashlight, as handled by Bonnie

Patience Djozz.. Patience Djozz...

I know how you feel!.. quite frustrating..

but I`m glad they still handled it.. Some vendors would just call it a day, and never answer any of your emails/tickets.

happy end! :)

It can be frustrating to endure, but I’m sure it is just a tactic to wear you down.

Well done, you made it to the end of the maze! :weary:

My guess is they are both unwilling and ignorant.

A while back I was in the same situation as you.
I ordered a convoy S3 with a t5-5c emitter and a 1400mA current.
I received a S2 t4-7c with 2100mA current.

Different light, emitter, and current. Not much more that could be wrong.
I explained every detail, showed them what was wrong. But the box it came in had the right sku, but did had the wrong sticker showing it was a different emitter and current than bought. Still they could not figure out why I claimed I received the wrong product.

So they wanted me to ship it back. It could fit in an untracked envelope, so they would have to reimburse me 7.50$ for my shipping costs.

I even offered to buy the wrong light with 10$ discount (they would have to pay for reshipment costs, plus already 7,50 for my shipping costs so I figured why not pass it on to me instead of paying it to the postal company)
But they wouldn’t accept and I had to send it back, and they send me a new light.
Took almost a month of mailing before we had an agreeable solution and 3 weeks after that I finally had the right light.

Lot of effort, time and money could have been saved.

Holy Crap! That was ponderous! I know dealt with places that would have sent the correct one immediately and told you to keep the incorrect light. I've never had those issues with FT in the past but atmittedly I haven't had an occasion to do so in quite some time. It sounds like FT's service has gone straight downhill ever since Jasmine moved on.

I have always had stella help me and everytime it takes 2-3 emails and i get what ever i want plus she throws on a 30% off code for me.

Good suggestion, I will ask for Stella next time I file a ticket

(it was never Stella for me, mostly Staff, a lot of Jasmine, and one Lydia, this was my first Bonnie )

Part of the reason I use Ebay, inform the vendor of the error, get some of the odd picture request, open a dispute on SNA, get a near immediate refund.

btw, mandy is really good too.

you guys get all the nice ladies :sad:

I had Jenny on my latest FastTech support case (my MT-05S bike light came with a clear glass lens rather than the diffusing lens). She wasn't too bad to deal with, but it did take a lot of back and forth to finally get a gift certificate for the mistake. They wanted me to send the light back, but I chose to keep it anyway. They apparently contacted the mfg to get just the lens to send me and couldn't get a response from them (at least that's what they told me).

-Garry

All this talk of which “lady” at FT is the best at Customer support. Is it even worth buying from a company when you know already that you will have to visit CS and you are trying to figure out how to get the right one to chat with? What makes all this worthwhile?

That’s what I think! Who needs customer support lottery, when there’s an enforcer involved who will make sure you get every penny back?

Wow. That aggravated me to read it… I suggest we all open PP disputes (when appropriate ) to ensure FT picks up their game…. I recently had to argue with FT for a package that was 2 MONTHS overdue. (normally takes a month to arrive.) Eventually I took a full refund as store credit. Original purchase was in march and i still haven’t received the second package as yet… lol.

I am a bit handicapped in that the way I handle things is like I think they should be handled, regardless if that is the most effective way to get things sorted. In these sort of issues I directly communicate to the seller to allow them to solve the problem in a friendly way. Obviously in China a friendly and polite attitude is not recognised and honoured very well...

That’s a shame that you got stuck with a light you didn’t order or really even want and now you have to spend your money all over again with someone else to get the light you want. After a few emails it was clear they weren’t going to send you the correct light, at that point I would have went with a PayPal dispute, it’s not your responsibility to accept their mistake and have you pay for that mistake and still NOT have the light at the end of the transaction that you originally ordered and wanted.

A simpler resolution would have been for them to immediately send it the correct item while to trying to work out a solution for the wrong item, in the end they could have just made it a gift of good will since the return shipping back to them from most Countries will almost always cost more than the Chinese made item itself cost for them direct wholesale. On items that are expensive, they would never have a problem paying for tracked return items, on items like you ordered they are trying their damest not to loose any money on it. I understand that, but in the end the Customer won’t get what they ordered, so IF anybody has to loose it should be the person who made the mistake, THAT is the cost of doing business, especially ecommerce.

This reminds me of some other Chinese sites that just use the so called language barrier to wear you down through emails, in hope you’ll give up your requests as they make you think they just don’t understand you. Frankly most of them really do understand and are simply trying everything in their power not to provide a refund, the Chinese are very good at e-commerce, a couple of dollars or euro’s to you isn’t much; but to them it is.

The other tactic used is for you to send it back with no tracking number to save shipping costs, two issues with that they know it will cost too much to send back most items, as the Chinese Government subsidizes their shipping rates and the return cost back to them usually is not acceptable, but they settle for the non-tracked method, Why? because news flash here, they’ll claim to never have received it, Then you try a PayPal claim and guess what? you have either ran out of time or both, you have no tracking number to prove you returned it; thus you are SOL.

Once you agree to ship w/o a tacking number and then do a PayPal because they still won’t send out the light and/or refund, they will counterclaim to PP they didn’t get it, then PP will require you to have a tracking number, or you loose. Better method, save your emails that the items is wrong & they agree, take pics, etc and add that to your PP case. Refuse to ship w/o tracking and the Seller paying for that return shipping, once they agree through the PP system to pay for the tracked return shipping; it’s important to go through the PP dispute system because the cost & agreement to pay will be on record and if they don’t pay in the end, PP will step in for that too.

It’s always funny how they get the Sales part right, then when something goes wrong, the so called language barrier gets in the way and they have a hard time “understanding” the fairness of the situation, when in-fact it’s part of the way many Chinese companies do e-commerce; that is when PayPal becomes your best friend.

My experience with FastTech on a wrong item is different so far. They spotted the error before shipping the item. Incorrect stock status on their part. The item I ordered was apparently actually out of stock though their listing showed it as available. I just got an email from them that they have finally shipped the correct item after a two week delay. I hope so as it is a $125 spotlight, TrustFire TR-S700, and I will raise hell with them if it is the wrong item after the two week shipment delay.

http://www.fasttech.com/products/1601/10005078/1398604-trustfire-tr-s700-7cree-xm-l-t6-1-mode-3800-lumen-

Wow! it looks like it comes in a suitcase 8)

Honestly, how much money would it cost them just to eat there mistake in the first place, they once sent me the wrong drivers and wanted me to wait for my next order to replace them, :Sp

I have lights from Olight, Thrunite and Supbeam that also come in hard cases so for larger and higher end lights it is not that rare. This is the most expensive TrustFire light I know of and per one review it is a quite cheaply made case, not that rugged.

I feel sorry to hear that you had to go through all these troubles djozz, AND I am amazed with your patience! :open_mouth:

If it was me I wouldn’t have as much patience as you do to spend time playing their email game. Filing dispute in Paypal is the way to go.

FT should really appreciate that they have customer like you who is willing to educate them from A to Z lol.