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

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djozz
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My Fasttech ticket about receiving a wrong flashlight, as handled by Bonnie
I am posting this because I am ambivalent about what to think of it. And perhaps it is useful for anyone having issues with Fasttech. My attitude is: stay polite, tell them exactly what you expect, and (unfortunately): have a lot of patience.

About the ticket posted below: I am seriously unsatisfied as how Fasttech dealed with a very simple mistake from their side. 'Bonnie' played ignorant, (or perhaps indeed is ignorant), delayed the issue for almost a month, and tried to get away with for me very unreasonable solutions. It took her considerable effort to try to save a few dollars for Fasttech, I can only guess how low her salary must be to make it worth the trouble.

On the other hand, Fasttech is one of the few chinese sellers that has a serious customer service, eventually all my issues with DOA or wrongly delivered goods and lost packages were solved, although it often took a lot of perseverence to get them doing the right thing.

BTW, I just ordered the UF-1405 at Gearbest, let's see how that goes... Undecided

#1.
posted 27 days ago
by you
I ordered the Uniquefire UF-1405 (a 2x26650 battery flashlight) but I received the wrong item: a Uniquefire UF-1406 (a smaller 2x18650 battery flashlight). 

(The cardboard box that the light came in had the wrong SKU nr. that is probably the cause of the wrong item).

Please be so kind to correct it, and deliver the Uniquefire UF-1405 flashlight, as I oredered.

Please also tell me what to do with the wrong item.

Kind regards, ***
Attachments
Preview1. Photo of the wrong item (.jpg, 107 KB)
Preview2. All Contents Included in the Package (.jpg, 721 KB)

#2.
posted 23 days ago
by bonnie Staff
We are sorry for the mistake. We will work on to improve the packaging process. 

Can you kindly upload a clear picture of the box (side with label) for the item? 

We will wait for the picture and solve the issue for you. Thanks for your understanding.

#3.
posted 23 days ago
by you
Hi Bonnie, 
Please have a look at the second picture that I already sent to you, the box is on that picture, with clearly the wrong labelling 
(it reads the sku for the UF-1405, while the flashlight inside was the UF-1406). Kind regards, ***

#4.
posted 22 days ago
by bonnie Staff
We will confirm with our warehouse staff about this. We will get back to you soon.

To avoid waisting time, could you please kindly check with your local post office for the 
least expensive shipping cost returning it to Hong Kong ? Or would you like to accept the wrong item for a partial discount so we can avoid the return processing? Please kindly get back to us with your preferred solution, so we can proceed accordingly when we get
the feedback from our warehouse staff. Thank you for your understanding in this case.

#5.
posted 22 days ago
by you
Hi Bonnie,
The cheapest way to send the flashlight from the Netherlands to Hong Kong (without tracking nr) is 
18 euro's (about 22.5 us-dollar). I would accept the wrong item if the discount is considerable, I hope you
understand that because it was not the item I ordered. And I also would like to receive the right item that I ordered: the Uniquefire UF-1405 flashlight. Thanks for the work you are doing on this :-) ***

#6.
posted 20 days ago
by bonnie Staff
Our warehouse staff has confirmed the stock of these two are right. Could you kindly measure the size 
of the head of flashlight and kindly upload the picture here? The total length of two flashlights are the same. Sorry for the inconvenience caused.

#7.
posted 20 days ago
by you
Hi Bonnie,
No measuring and extra pictures are needed: the flashlight that I recieved is made for 18650 size batteries 
and is labelled UF-1406, as can be seen on the pictures that I already sent with the first message.
The flashlight that I ordered is clearly another one: bigger, made for 26650 size batteries (considerably bigger)
and will be labelled UF-1405. Everything is clear: I received the wrong flashlight. Please show your warehouse staff the pictures that I sent already and that's it. I hope to receive the correct flashlight soon, kind regards, ***

#8.
posted 19 days ago
by bonnie Staff
I will confirm with our warehouse staff again and get back to you next Monday.

Sorry for the inconvenience caused.

#9.
posted 17 days ago
by bonnie Staff
Sorry for the wait.

We have confirmed with the warehouse staff, it's our mistake. If you are willing to keep this item, we will 
refund the difference of $4.69 and a partial discount of $2. Please kindly advise us if it is acceptable. Thanks for your understanding.

#10.
posted 16 days ago
by you
Hi Bonnie,
Please have another look at your offer in the last mail. And please tell me if you yourself had received a 
wrong item that you did not want to buy, and was asked to buy that wrong item for almost the retail price,
if you would accept that, I'm sure you would not. Frankly, I feel a bit insulted by this offer, that is not a
way to treat customers. I am sure you understand that. I have ordered an item, and due to a mistake by Fasttech I have recieved the wrong item. What is
reasonable to expect from Fasttech in the first place is make sure that I receive the correct item. I have
the impression that you are not doing that at the moment. So I ask you (for the fourth time now): please
send me the correct item! And please confirm in this ticket that you are doing that. Regarding the wrong flashlight that I have recieved: I am happy to send it back to you if I receive a
refund for the 18 euro's (~22.5 usdollar) shipping costs. Alternatively I am willing to keep the item
 for half the retail price: 14.23 dolar. Please let me know what option it will be. Kind regards, ***

#11.
posted 15 days ago
by bonnie Staff
Sorry for the issue.

If you're unwilling to keep the item at the discount we provide, please kindly return it back so we can replace it for you.

As per check at http://www.postnl.nl/, the return postage to Hong Kong is around € 9,45, could you kindly confirm with it? 
How about the shipping method without a tracking number? Please kindly get back to us then so we can send you a RMA number and a return address in Hong Kong. Sorry again for any trouble caused.

#12.
posted 15 days ago
by you
hi Bonnie,
the cheapest way to send a small package to Hong Kong is 18 euro, as I said, see 
http://www.postnl.nl/versturen/pakket-versturen/tarieven/?country=HKG . This is without tracking nr., with
tracking it is 24.30 euro. To send it as a letter is not possible because the maximum thickness of the letteris
must be 3.2 cm, while this flaslight is more than 5cm thick. Please confirm that you agree to send the flashlight for
18 euro's shipping cost. And please have the correct item sent to me soon (repeated request nr. 5), I would have liked to have had it a
few weeks ago and due to Fasttech's mistake and this endless mailing session caused by you (a webshop here
in Holland would have solved this simple issue within one mail!!!!!) it is costing me a lot of time and effort. Regards, ***

#13.
posted 8 days ago
by bonnie Staff
Sorry for the wait.

We had a holiday for three days. The postage is causing too much. 

Would you like to accept the refund of $10 for keeping this item so we can avoid the long delivery time?

Please kindly get back to us if it's acceptable. Thank you for your understanding.

#14.
posted 8 days ago
by you
Hi Bonnie,

A 10 dollar refund (I paid $34.89 to get the UF-1405) would mean $3.57 discount for the UF-1406. This is totally 
unacceptable of course. Could you please please please come up with a realistic offer. Please understand: I received an item that I have not ordered and you want me to pay for it. This is already a
quite weird request. To be forthcoming to you and to avoid sending it back to you for 18 dollars I am willing to
keep the item (that I did not order, let's repeat that once more) for half the price. This is a reasonable offer, you
do not seem to understand that. So, once more, (request nr. 6 !!) please send me the correct flashlight (Uniquefire UF-1405) and let me know if
you will accept my offer to pay $14.23 for the wrong flashlight that I received. Alernatively I would like a full
refund ($34.89) for the flashlight that I bought but did not receive, and I will try to buy the Uniquefire UF-1405
flashlight that I really would like to own elsewhere. Kind regards, ***

#15.
posted 5 days ago
by bonnie Staff
Sorry for the wait.

Would you like us to refund the money of $14.23 to your Paypal or in the form of store credit? Latter 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 "Place Order" button. You can use it to get anything you like. Please kindly get back to us then. Thank you.

#16.
posted 5 days ago
by you
Hi Bonnie,
At the moment I doubt Fasttech's will to correctly handle their mistakes, is it a reading problem or is there an unability 
doing basic calculations? (or do you disrespect good and returning customers)? It appears that I will have to do the calculation for you, so here it goes: If I kindly offer to pay $14.23 for a flashlight
that I did not order, and I have already paid $34.89 for the more expensive UF-1405 (that I ordered but did not
receive and so it appears will never receive from you despite 6 requests), the refund is $34.89 - $14.63 = $20.26. So please do the refund of $20.26, I would like it in my Paypal account. Regards, ***

#17.
posted 6 mins 56 secs ago
by bonnie Staff
Sorry for the wait.

The money of $20.26 have been refunded to your Paypal, this is the transaction ID: *************.

Please kindly check your Paypal after few hours. Thank you.

Edited by: djozz on 09/19/2014 - 07:53
ChibiM
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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.

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happy end! Smile

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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! Tired

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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.

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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.

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JohnnyMac wrote:

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.

BLF Community Battery Pull Thread http://budgetlightforum.com/node/32720

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

(it was never Stella for me, mostly Staff, a lot of Jasmine, and one Lydia, this was my first Bonnie  <img src= "> )

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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.

Still a bit dim

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djozz wrote:

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

(it was never Stella for me, mostly Staff, a lot of Jasmine, and one Lydia, this was my first Bonnie  <img src= "> )


btw, mandy is really good too.

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downlinx wrote:
djozz wrote:

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

(it was never Stella for me, mostly Staff, a lot of Jasmine, and one Lydia, this was my first Bonnie  <img src= "> )

btw, mandy is really good too.

you guys get all the nice ladies Sad

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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

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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?

Danglerb wrote:
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.

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?

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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.

My gratitude to those who are willing and able to help others (in whatever way you can)! Being human is more than just existing for yourself. Smile

djozz
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DavidEF wrote:
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?
Danglerb wrote:
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.
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?

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...

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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.

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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...

Rich Wood
Reno, NV

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

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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

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picrthis wrote:
Wow! it looks like it comes in a suitcase 8)

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.

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

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.

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I always like a happy ending >)

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When I ordered a Convoy S2+, they accidentally sent me just the led, so i took pictures of everything and opened a ticket. They asked a day later, I if would a refund, gift certificate or resend it, I told them them to send it and they did so, only took a couple days to resolve. They shipped it out a week after I initially opened the ticket, my support person was Nancy, lets hope any problems in the future will be as easy as mine to fix.

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They probably have one person in support with a list of names to pick from for that day!  "Hmm . . . let's see, today I'll be Megan." LOL!

-Garry

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garrybunk wrote:

They probably have one person in support with a list of names to pick from for that day!  "Hmm . . . let's see, today I'll be Megan." LOL!

-Garry

....and each name comes with an accompanying role: if you have slept well and feel friendly you're Stella that day, if you feel like playing the tough one, you call yourself Bonnie Evil
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Ugh, yes this brings back bad memories dealing with Fast tech and several other Chinese companies!! At this point I have resolved to give them a chance and then if not I open a dispute and it usually gets taken care of.

The best response was actually Banggood, I just sent them a pic of what they’d sent and they sent me the item they should have!

Worst was Ric at CNQG, he took about 8 months of erratically responded to emails and forgetting/not sending/wrong sending (I have no idea what he did, just giving the benefit of the doubt) the items. I still haven’t gotten something small correct in that order, but I just don’t feel like bothering he’s such a pain in the butt about it.

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This sounds about right, i think their policy is to see what they can get you to accept, and frustration is your problem not theirs (and then play the language barrier on top of that).

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to be fair a huge company like fasttech probably would go bankrupt for refunding a whole $20,, so its only reasonable for them to fight such a huge loss so hard….

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djozz, that is nothing, you should see my 3 months and 23 day exchange with Wallbuys on a $20.99 flashlight, it very much resembled yours in general, but much worse and bizarre.

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Bort wrote:
This sounds about right, i think their policy is to see what they can get you to accept, and frustration is your problem not theirs (and then play the language barrier on top of that).
I was really planning not to get frustrated (as it has no use when dealing with chinese companies) and just carry it on till the end, but I must admit that after the second nonsense offer from bonnie I really got angry for a brief moment.
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Sounds like your having similar frustrations with FT as i am having with AliExpress.

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