Wallbuys customer service. Selective communication?

LED Flashlights – General Info
1

Hi guys, like a lot of us, I jumped on Wallbuys Christmas promotion.

After receiving my goods i contacted Wallbuys and this is how it is going:
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Jan 24(me):
Hi Cherry,
I received the package today, unfortunately there is a problem.
Items
6354 1 $6.86 Digital 150mm Caliper
5418 3 $3.86 XTAR 18650/18700 2600mAh Sanyo cell rechargeable Protected Li-ion Battery
are not included.
Note:The package arrived in good condition, unopened and without any cuts.

Also in items 6048 (bicycle lights) BOTH battery packs are dead.
The lights show red for both batteries and only gives a flash when trying to switch on.
And both battery packs will not charge.

Please look into this. Thanks, John.

Jan 24(Cherry):
I think the SKU5418 are detain by the custom,you know,battery are dangerous .for the SKU 6354,maybe we forget to put it in your package, so sorry for that
so we have to resend these goods for you,is that OK?

Jan 24(me):
Cherry hi and thanks for your quick reply.

I don’t think the package was opened/inspected at customs, it arrived intact.
I understand you may have forgot to include during your busy sale time.
Yes, resending the goods is perfectly ok.

Missing:
1 x 6354
3 x 5418

DOA:
2 x bicycle battery pack

Also, i see item 5599 which was canceled from my order is back in stock,
so i would like you to include this as well.
If it is difficult for you to honor the original sale price ($14.52), i could pay $20 for the item to make this easier.

Jan 24(Cherry):
here is your new order Q124169793
pls check ,and then pay 20.01$ for the SKU5599
here is the payment link: link

Jan 24(me):
Cherry, i completed the payment of 20.01$.
Please verify with me that you will include the bicycle battery packs, i didn’t see them on the list.

Thanks, John.

Jan 25(Cherry):
sir
so sorry for that,the battery is forbidden by the customs these days, you know the Spring Festival is coming,and customs are strict. so I can not add them in your order, or your order will detain

Jan 25(me):
Cherry hi, your reply is confusing so let me ask you 2 things,

A: my latest order already includes 3x5418 batteries, does this mean it will be detained by customs?

B: from the last order, i received 2 (6048) unusable bicycle lights, because the battery packs are dead and do not charge (i carefully tested batteries and chargers with multimeter).
How do you plan to correct this issue? Will you send the battery packs after the Spring Festival?

Jan 25(Cherry):
hello sir
for the 1 question,if you can not receive this 3x5418 batteries,then we have to refund the money,this matter has already happen these days, you know we have no other solution.
for second question,you tested batteries and chargers with multimeter,so can you send some pictures to me?
we need the proof,then we will check our goods, and reply you soon
is that OK?

Jan 25(me):
Cherry hi, multimeter pictures will not prove/show a lot, so i took a video and placed it here:

http://grweb.com/battery/VID_1.mp4

clearly showing the behavior of the 2 battery packs (not working, not charging)
and the small one i put together for testing (working and charging).

And the last message
Jan 30 (23 hours ago)(me):
Cherry, did you get a chance to watch the video?

Please respond to me on this issue.

Thanks, John.
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And I am waiting for a response…

Let me say at this point that the rest of the lights that I received ($108+$30 order) came in good condition and i am happy to have received all these lights in such low prices.
Also communication was fast during the first 2 days.

And it’s not that I think 6 days is very long to wait for a response,
it’s that i find the flow of the conversation a little insulting/dishonest/selective (i don’t mean to offend anybody, remember the language barriers).

At first i was led to believe the DOA items would be resend.(turns out i was ignored?)
Then customs is the problem.
Then proof is needed.
Then (after video) no response (6 days ago).

Does this sound right to you guys???

2

i also have a couple of missing items and a bad bike light battery. i talked to cherry about it and sent a video of the bad battery pack. but it’s not very good customer service…

3

My New Year order came sans the two XTAR batteries I had with that order. I emailed Cherry, who promptly replied with an apology. She said they’d send me the batteries but asked me to order an additional item to avoid customs problems with a batteries-only order. A bit odd but I found something inexpensive I wanted anyway and she said she’d put my batteries in with the new order.

4

Quite a lot of time, seller in China will have problem with linked videos. I’ve been to China, a lot of internet stuff are blocked.

A better method would be to send a downsized video with standard coding (AVI, mpeg4 will do) through email. This worked for me.

5

Where there is smoke there is fire. Just waaaay too many threads about Wallbuys questionable business practices for me to even think of ordering again.

6

I’m sure enjoying the sales, and they seem to be working to shake out the bugs.

7

I would say they’re a bit quirky but trying hard to please, and I’ve gotten things at some very good prices.

8

Not saying you did this but after reading the comments on the bad battery packs I tired testing the voltage on one of my packs and I slipped and made contact with the positive and negative parts of the plug and fried one on mine that had been working great for at least an hour. Totally my fault. So, did you try testing your battery packs before using them? I think the only thing wrong with the battery packs should be the protection circuit module.

9

I check every pack, but not the way you did. I use my own Y cable, no way to make a short.

And you are wrong. PCB is not the only bad thing. There are quite bad, old cells inside. The pack can be unbalanced and stock PCB is unable to balance the cells. Claiming 4400mAh, but there are old 1800mAh cells inside. My best capacity measure was 2700mAh at 2A on working pack. In this pack both pairs have different charging/discharging curves.
The other pack doesn’t even work and I’ve found one pair of cells at 1.5V and the other at 3.5V. Unusable regardless of PCB!

10

I ordered a Fenix HL21 headtorch on 20th Jan in their sale. Next day I ordered a couple of diffusers for it, and asked Cherry if she could send both together. She agreed. Got the shipping notice later that day.

Today my parcel arrived (11 days, pretty good) - sent registered, diffusers included. Didn’t realise the light came with a diffuser as standard.

So, can’t really do any better, and certainly beat the EA4 ordered from Fasttech the same day (which shipped yesterday).

Thank you Wallbuys.

11

I made 3 orders at Xmas and another 3 at the new year sale. Got all but one item from the Xmas sale. I PMed Wallbuys here and they said they would refund my money in a day. I really wanted the item since it was such a great price but refund is ok.

One of the items I bought was a bike light. Not only does it work fine but for the $12-13 I paid, it is an amazing deal!

Right now Wallbuys is my favorite shop. Nobody else was giving out deals like that! I’m all about the deal and will gladly put up with a little hassle to get 50% off.

12

Might be if you are lucky, but can you please measure and report the voltage of the battery pack when fully charged with stock charger or preferably with accurate hobby charger.
It should be 8.40V, right? Ok, a little less…. I want to see what is their diversity/unbalance.

13

my red/black bike light worked fine, but the grey/black did not work. and i think the others who have reported faulty battery packs also bought the grey/black one. i did not test the packs before trying to power on the lights.

14

Sorry to hear about your accident,
first i tried using them then took measurements.

@pulsar13
If for some reason they can’t see the video, shouldn’t they let me know so i can do something about it?

I agree, prices are really good, this is why i am trying not to stay mad at Wallbuys.

15

Can you open battery pack and see what cells and PCB are inside? Photos might be good to prove we have the same type. Red/black battery pack is bit different and my works, too (poorly, but it works).

16

Does this comment relate to DOA battery packs?
(you see, this is what i call selective communication)

17

hmm, might do so, but only after i’ve documented the DOA behavior a bit more. you never know what ridiculous things the CS can ask for before sending a replacement.

the paypal protection ends soon, so hopefully we will get a replacement pack after the chinese new year. cherry said that their supplier couldn’t get battery packs before the chinese new year.

18

Yes of course, document it at first well, including voltage of each cell pair after you tear down wrapping. I already did this in detail and sent photos to wallbuys. At first (because I was first, I think) they didn’t want to go deeply into that. Then they said supplier denied to take any responsibilty. They denied to send replacement or even sku 5448 supposedly because of chinese new year.