Customer Service: Order Shipping, After-Sale Problem, Post Here!

[wolf1012]

The Zeblaze Crystal Silver will arrive this afternoon

Hi, Can you confirm when my Zeblaze Crystal Silver will be shipped please?

Thanks in advance.

Matteo

[wolf1012]

The Zeblaze Crystal Silver will arrive this afternoon

Hi, today i received the following email from GeekBuying Tracking Support:

HI dear ,
There is only golden color in stock ,so sorry for the inconvenience

Have a nice day
Dora

Can you confirm what is the REAL situation of my order number #3455541 please?

Thanks.

Regards,

Matteo

[24franklin]

Hello,

Order no: 3452475
product: Zidoo X6 Pro

As i understand all those order that were placed before 21 Sept been dispatched on 30 sept as Zidoo rep on their website as well as confirmed by other on talking to geekbuying.
Despite this my order status still shows :

"payment confirmedrocessing" as it should be showing as "shipped "by 30 sept..
not sure what is going on.. despite clear emails asking the status.. all that you get is round about answers.. very poor customer service ..
this infers geek buying is not the place to buy things and look elsewhere.

[GeekBuying_Rep]

Hello,

Order no: 3452475
product: Zidoo X6 Pro

As i understand all those order that were placed before 21 Sept been dispatched on 30 sept as Zidoo rep on their website as well as confirmed by other on talking to geekbuying.
Despite this my order status still shows :

"payment confirmedrocessing" as it should be showing as "shipped "by 30 sept..
not sure what is going on.. despite clear emails asking the status.. all that you get is round about answers.. very poor customer service ..
this infers geek buying is not the place to buy things and look elsewhere.

Hello, Our colleague handle it now, sorry for inconvenience

[GeekBuying_Rep]

Hi, today i received the following email from GeekBuying Tracking Support:

HI dear ,
There is only golden color in stock ,so sorry for the inconvenience

Have a nice day
Dora

Can you confirm what is the REAL situation of my order number #3455541 please?

Thanks.

Regards,

Matteo

I've forwarded it to sals team, they'll answer you

[nakata]

@ GeekBuying_rep
Hi
Order placed on Sept 18
Order Number: #3451625
product: Zidoo X6 Pro
Can you please check it

Thanks in advance

[amo77]

Order Number: #3461714

Order Date: 10/1/2015
Order Status: Payment Confirmed (Processing)

How long before you guys ship this order?
Try to contact costumer services no response.

[24franklin]

Hello,

instead of redirecting/deflecting the question.. try and find the answer from the respective dept and see what and how best you can service the customers..

Instead of saying "I would ask sales team to look into.".. .would ask customer service look.." that would help...

[GeekBuying_Rep]

@ GeekBuying_rep
Hi
Order placed on Sept 18
Order Number: #3451625
product: Zidoo X6 Pro
Can you please check it

Thanks in advance

I told it to costumer services, they'll handle it today.

[GeekBuying_Rep]

Order Number: #3461714

Order Date: 10/1/2015
Order Status: Payment Confirmed (Processing)

How long before you guys ship this order?
Try to contact costumer services no response.

Normally ships in 2-7 days, because in here is holiday during 1 - 5 Oct., so don't reply in time, sorry for this.

[GeekBuying_Rep]

Hello,

instead of redirecting/deflecting the question.. try and find the answer from the respective dept and see what and how best you can service the customers..

Instead of saying "I would ask sales team to look into.".. .would ask customer service look.." that would help...

Thank you for your valuable suggestions, We will improve in this part

[fjuang]

So, here's an update. Geekbuying was nice enough to allow me ship back to the California warehouse. So, I shipped it 2-day priority mail. But, after not receiving an email saying they received the RMA over 5 days later , I had to contact them before they finally informed me on chat that they would need at least 7 days to update the status of whether or not they received the item sent back to the American warehouse. Now, the email they sent prior says, they would notify me immediately on receipt, I provided the tracking number and everything including the receipt. I guess I'll have to be patient again, this is extremely frustrating as I just want this ordeal over and done with. Now, I still hope that the result is good, but so far. I'll provide an update when I get to the next step.


>>>>>

Originally posted by fjuang View Post
Order Number: #3448158

To be honest, shipping back to China option is a joke. I finally got a RMA number, but shipping back to China costs a fortune and there are exclusions on all of the fast ways to ship back. You really think I want to deal with this problem over the course of a few months? I would like to return to California as the shipping charges are reasonable for US buyers there. You should offer an aftersale option on this, even if its like 10 bucks. But, who's to know that you have to check the box to pay the 2.99 when you purchase the item. I'll always check that box in the future, if I decide to buy from you again. I've read all the horror stories from people here about trying to get the return shipping cost back, so in the end I'm stuck with a paperweight that I tried to return after a whopping 1 day with. I would've thought you guys would try and make things right, but I guess its your companies policy to inconvenience US buyers so much that they just end up keeping the items and that saves you a few bucks. In the long run, you really just hurt yourselves because I think twice before purchasing from you in the future. You guys could easily let me ship back to California to smooth everything over, instead of forcing me to keep a broken item. Think about that when you wonder my customer satisfaction rating for you guys is so low.

>>>>

Originally posted by fjuang View Post
I'm not thrilled with the after sales support right now. I played with my tronsmart onion meta only for 1 day, its defective basically out of the box. Have asked for refund now 3 times because its so defective, its not even better than the box its supposed to replace! They asked me to upgrade firmware, which I did. Install multiple versions of software including the beta and sit there and watch videos till it breaks, which is not everytime but very consistently and time consuming to boot. I don't want to troubleshoot an item, I want to unbox it and just work. Their initial offer is to share in the repair of the item which no one is going to find anything wrong with because it doesn't break everytime. I waited on their chat because I didn't realize the hours were China hours, my fault. Chat promised that they would take good care of my case and support just doesn't want to give me an RMA number. I just want my refund because the item is defective. Such a waste of time right now.



Hello, could you give to me the order number, I'll comunicate it with our after sales team, let them to handle it asap. Thanks, waiting your answer.



Thanks for answer, and sorry for inconvenience, I've comunicated with our after sales team, let them handle it asap.

Regards

[GeekBuying_Rep]

So, here's an update. Geekbuying was nice enough to allow me ship back to the California warehouse. So, I shipped it 2-day priority mail. But, after not receiving an email saying they received the RMA over 5 days later , I had to contact them before they finally informed me on chat that they would need at least 7 days to update the status of whether or not they received the item sent back to the American warehouse. Now, the email they sent prior says, they would notify me immediately on receipt, I provided the tracking number and everything including the receipt. I guess I'll have to be patient again, this is extremely frustrating as I just want this ordeal over and done with. Now, I still hope that the result is good, but so far. I'll provide an update when I get to the next step.


>>>>>

Originally posted by fjuang View Post
Order Number: #3448158

To be honest, shipping back to China option is a joke. I finally got a RMA number, but shipping back to China costs a fortune and there are exclusions on all of the fast ways to ship back. You really think I want to deal with this problem over the course of a few months? I would like to return to California as the shipping charges are reasonable for US buyers there. You should offer an aftersale option on this, even if its like 10 bucks. But, who's to know that you have to check the box to pay the 2.99 when you purchase the item. I'll always check that box in the future, if I decide to buy from you again. I've read all the horror stories from people here about trying to get the return shipping cost back, so in the end I'm stuck with a paperweight that I tried to return after a whopping 1 day with. I would've thought you guys would try and make things right, but I guess its your companies policy to inconvenience US buyers so much that they just end up keeping the items and that saves you a few bucks. In the long run, you really just hurt yourselves because I think twice before purchasing from you in the future. You guys could easily let me ship back to California to smooth everything over, instead of forcing me to keep a broken item. Think about that when you wonder my customer satisfaction rating for you guys is so low.

>>>>

Originally posted by fjuang View Post
I'm not thrilled with the after sales support right now. I played with my tronsmart onion meta only for 1 day, its defective basically out of the box. Have asked for refund now 3 times because its so defective, its not even better than the box its supposed to replace! They asked me to upgrade firmware, which I did. Install multiple versions of software including the beta and sit there and watch videos till it breaks, which is not everytime but very consistently and time consuming to boot. I don't want to troubleshoot an item, I want to unbox it and just work. Their initial offer is to share in the repair of the item which no one is going to find anything wrong with because it doesn't break everytime. I waited on their chat because I didn't realize the hours were China hours, my fault. Chat promised that they would take good care of my case and support just doesn't want to give me an RMA number. I just want my refund because the item is defective. Such a waste of time right now.



Hello, could you give to me the order number, I'll comunicate it with our after sales team, let them to handle it asap. Thanks, waiting your answer.



Thanks for answer, and sorry for inconvenience, I've comunicated with our after sales team, let them handle it asap.

Regards

Okay. Dont worry about it!!

Have a nice day

Cammy

[lostinsilicon]

Hello,
I purchased a Tronsmart R68 (one of the 50% off ones). The sales information was unclear on the Lan side. The top of the add said 100M and the bottom said 1000M. Since I was shipped a 100M version, I thought it would be ok, since the representation was that the 100M version would be supported.
I now look at the Tronsmart web site and see that they are no longer going to support the 100M version. The earlier version also has HDMI CEC circuit layout on the motherboard, but is not populated. Outside of no longer matching what is represented as an R68, and support has officially died less than 2 months after release, I feel that geekbuying should approach Tronsmart and seek relief for the customers that were mislead into buying prototype hardware (since in this case there will clearly no R68 product with 100M lan ports going forward). OTA updates will not happen as promised and continued support has clearly been stated such that this is virtually a dead product that will not receive attention from Tronsmart.
What does geekbuying think of having a product whose manufacturer (probably nexteon) sells to a label (Tronsmart) and represented as a new product that dies in less the 1/4 of a year? I can appreciate the need to upgrade the lan, populate the CEC section of the motherboard, and write drivers to get the new configuration going, but to abandon a product with no software support 2 months after launch seems highly questionable (how difficult is it to write driver code to include one or the other lan device into the OS upgrade process?). There is now no value in the device I paid money for (try to sell it).
I do not believe geekbuying should take the full blame for what Tronsmart decided to do. Tronsmart should be commended for offering software support for the product where others have not been so forthcoming. I sense political issues and a somewhat questionable marketing department has more to do with what has happened here (it is an unfortunate deja-vu in my life experience).
What are the options left here? Tronsmart (or nexteon) should come clean and repair the damage to their customers (probably an uphill battle for chinese business people). Geekbuying acted as their agent, so I am asking the agent to get the other parties to fix the problem.
I believe you probably represented the product as best you could (a quick look on alibaba mirrors the technical clarity of what you offer), you clearly have been fooled into selling prototype hardware as new and the hardware will now be abandoned by your vendor. I would be less than pleased...

Lostinsilicon

[hidroela]

hi to GeekBuying_Rep i place an order # 3465082 on the 10/5 and it is not been delivered yet, and don't want to wait any longer.
I want to cancel the order. already requested using this email [email protected] from your web site.
best regards.