Received the parcel on August 27. For the first time applied to customer service and received this response. I'm at a loss. Is this a joke or something else?
#1. posted 1 day ago by you
Hello,
Flashlight in off mode drains the full charged battery for couple of days.
I tried a few different, fully charged batteries. If the lamp is in off mode, and it does not use it, then after a couple of days the battery becomes empty in all cases. Eventually,
I measured the current when the lamp is in off mode, and found the cause of this malfunction. Photo attached.
In this regard, I wanna return defective item for refund, inclyding my shiping cost.
Thanks,
Yuriy.
Attachments
1. Photo of the item showing the defect (.jpg, 687 KB) IMG_0872.JPG
#2. posted 1 day ago by Staff
We apologize for the inconvenience caused.
The supplier requires proof of defect for warranty. Would you mind provide us a video to show the problem as it seems a photo can't help in this case?
Since our ticket system don't support attaching video, please upload it via a third party website first and post the link here.
Note that for company compliance reasons, please include the respective order number,
while don't include any reference to FastTech.com or your contact information in the video.
After receiving your video, we will proceed to resolve the case for you soon.
If you have any questions, please feel free to let us know. Thank you.
#3. posted 21 hrs 35 mins ago by you
Video link:
https://yadi.sk/mail/?hash=dZyOUqQP0Xqcv8WWyjDKlk3kBwDz003RwMmG3%2FXISJA%3D&uid=70161337
#4. posted 1 hr 33 mins ago by Staff
Sorry for the issue.
Would you firstly check with local store if it can be repaired, and let us know the repairing fee firstly before you let it repaired.
How about you keep them for usage, and we would like to offer you about $5 as compensation to make up the inconvenience caused for you, is it OK?
Thank you for your understanding.
Thanks for answers. Still, I will try to get a refund, including my shiping cost.
Fasttech FAQ. Do products come with warranties?
Within 3 months after initial shipment of order:
Upon returning, defective items are replaced and shipped back to customers for free.
Return shipping reimbursement is USD 40 or 50% of the item’s price, whichever is lower. https://support.fasttech.com/FAQ/standard-product-warranty
I had a similar problem with Fasttech. I ordered two Convoy L4s. One I opened and put one of the order to work immediately. The other I opened and tried for the first time 6 months and 16 days after purchase. I didnt work at all. I sent a message and created a ticket. Fasttech says they wont warranty because it’s been over 6 months. Even though I only just opened the box. In the end they offered me $5 for my Inconvenience. Ridiculous! I have spend over $400 with Fasttech. I wont order from Fasttech again.
Sounds like Fasttech is not an authorized distibutor.
But I doubt you have a “local store” in “far Europe” to check with for repair.
That suggestion from FT is just weird.
But that shouldn’t matter according to Fasstech’s standard terms:
Have you done what they asked, posted a video somewhere and linked to it, showing the drain measurement?
(I can’t see your linked image from the original post)
Seems like once you show them the problem, it’s clearly their error shipping a defective item and they should take it back.
And they won’t want to deal with shipping so they want to try a money offer instead.
You could consider a counter offer — refund all but $5, and you keep the shell to use or resell as a host to someone who can fix it.
See if you can — once you’ve posted the video showing the defect, where others can see it — get them to make a better adjustment.
I’d bet you’d find people interested — depending on what shipping costs from your location.
You don’t have to accept the $5. If you used Paypal, they must provide the item you ordered in described condition (i.e. new and working).
They always throw out a lowball offer first. Refuse that offer. Be firm. Tell them you expect them to replace it (at their cost, including return shipping if they want it back) or offer a full refund. If they don’t, threaten to file a Paypal dispute. If they still won’t, file your dispute and show Paypal your proof and they’ll refund you.
I had Banggood try to pull the same thing on me when they sent the wrong product. Offered a $10 refund or whatever. No thanks, I’m still out 20 bucks and I have a light I don’t want. After a couple back and forth messages they finally relented. Just the way customer service works with these vendors.
I’d expect that “customer service” jobs pay significantly less than manufacturing jobs.
The owners can afford a lot of staff time spent emailing back and forth, before that cost adds up to anywhere near the cost of replacing something.
On the other hand, I have a lot of patience for dealing with customer service staff, based on what I can see about how things are there for employees.
They need to get organized.
I do not have people to ask about EA11, but I have EA1 and EC25 and just now measured passive drain is the same multimeter.
In both cases showed 0.000. Given that in both flashlights the led blinks in stand-by mode.
Yep. We’re reminded that for an authorized dealer/distributor who charges more than the cheap sellers, at least part of that higher price is what we’re risking by playing that side of the lottery gamble —- betting on whether or not we’ll need the warranty service.
Just as the savings from the cheap unauthorized seller is what we’ve gambled on the “China lottery” betting we won’t need a repair.
Not sure where you are in “Far Europe” oldman777 but THIS PLACE has a 20% off sale going on right now using the code: LABOR
For future reference, they are a great place to deal with and have several “sales” through out the year ranging from 15-30% off.
They offer a full time discount when no other sales are going on. It is… 12% off code: CPFSAVE12 / I can’t locate a BLF Code but I am gonna ask them about us getting one.
Even with International Shipping you might come out OK if you had three or four items to buy.
