customer support

[DexstarII]

Hello, I might be posting in the wrong place or somebody already posted similar thread but I really hope to find guidance on this forum since it looks like Geekbuying keeps their eyes on this site. Originally I had issues with blue tooth on my MK908 and after speaking with the representative from Geekbuying (Gio from Live chat) I have RMAed my android TV and shipped it back to Geekbuying on 5/18. After no response from Geekbuying I have opened a case with Paypal and Geekbuying finally responded to me stating that my emails ended up in Spam. Now, my Paypal case has been closed and I tried emailing Geekbuying twice and again no response...I do have friends in major IT blogs who can make Geekbuying business overseas, away from mainland Chain and particularly USA, rather hard. I know what it is like working in small company and not having enough staff to operate but come on, at least answer my emails...So I am writing this hoping that somebody from Geekbuying will answer me. Also, I want to make sure that nobody else makes this mistake and orders from Amazon and not directly from Geekbuying, unless you want to chase them around the world with hopes that somebody will actually have decency to answer your emails....Again, I apologize if this is not the right place to be complaining about this but I do know for a fact that Geekbuying checks these threads...Thank you for your attention.

[Andriticus]

I've had great luck getting ahold of them through their online chat tool on the geekbuying.com site. I have always tried in the wee hours of the morning, though.

[geekbuying]

Hi ,OP,i am so sorry to hear your problem, please send me your order id via priviate message,and i will look into this problem for you right now.

[DexstarII]

I've had great luck getting ahold of them through their online chat tool on the geekbuying.com site. I have always tried in the wee hours of the morning, though.

I like that you said "great luck". Correct me i I am wrong, but I don't think I should be relying on "luck" to get a hold of customer support...Why do I have to feel "lucky" for somebody to reply to my emails (multiple emails I have to say) about defective product hat I purchased from them lol?

Anyhow, I sent them my order ID. Let's see what happens.

[s0s]

Why do I have to feel "lucky" for somebody to reply to my emails

because with other Chinese shops just gets no answer.
my emails were all answered.
has sometimes lasted a little longer but still.
The chat should enter the Chinese daytime, then someone is there.

[DexstarII]

because with other Chinese shops just gets no answer.
my emails were all answered.
has sometimes lasted a little longer but still.
The chat should enter the Chinese daytime, then someone is there.

Well my emails are not answered so I guess I am not feeling too "lucky" today. If nobody answers my emails for a week straight and responds only after I open a case with PayPal is pretty safe to say its not a time difference...Lesson learned. Next time paying 10 dollars extra and going through Amazon. Fortunately I don't have to feel "lucky" with them.

[geekbuying]

Well my emails are not answered so I guess I am not feeling too "lucky" today. If nobody answers my emails for a week straight and responds only after I open a case with PayPal is pretty safe to say its not a time difference...Lesson learned. Next time paying 10 dollars extra and going through Amazon. Fortunately I don't have to feel "lucky" with them.

HI, private message received, and i have transfered to my colleague and they will look into it, and give you reply soon.

sorry for your bad expericen this time,i will also check why made this delay in replying you message. because the china dragon boat holiday here, we get over 1500pcs emails in our mailbox these days, our customer service girl is trying their best to reply all emails.

if we are not doing as good as you thought, sorry for that, guys, but we will try our best to serve each customer well.

Eric

[DexstarII]

HI, private message received, and i have transfered to my colleague and they will look into it, and give you reply soon.

sorry for your bad expericen this time,i will also check why made this delay in replying you message. because the china dragon boat holiday here, we get over 1500pcs emails in our mailbox these days, our customer service girl is trying their best to reply all emails.

if we are not doing as good as you thought, sorry for that, guys, but we will try our best to serve each customer well.

Eric

Thanks for the reply. I understand that you guys are receiving a lot of emails during this time, but the problem is that this happened couple weeks back already and now it's happening again. I don't know what to make of it. Before my emails were not answered for a whole week straight and there was no holiday. I work long hours and personally can't stay up everyday to be in the right time zone. This is why I email instead of going through the live chat. I was told that my email got filtered into SPAM. So, now my questions is, did you guys add me into a white list or not? Will my emails keep being filtered and unanswered ever time I need to contact customer service? What can we do to make sure that I am able to reach Geekbuying?

[geekbuying]

Thanks for the reply. I understand that you guys are receiving a lot of emails during this time, but the problem is that this happened couple weeks back already and now it's happening again. I don't know what to make of it. Before my emails were not answered for a whole week straight and there was no holiday. I work long hours and personally can't stay up everyday to be in the right time zone. This is why I email instead of going through the live chat. I was told that my email got filtered into SPAM. So, now my questions is, did you guys add me into a white list or not? Will my emails keep being filtered and unanswered ever time I need to contact customer service? What can we do to make sure that I am able to reach Geekbuying?

Hi

We don't put any customers in blacklist, the reason why your email goes to spam box is decided by the email supplier (IPS),sometimes, our reply also get into customers spam box, and i will get the answer why your email don't get replied in time,and again,i feel so sorry for make you wait long time to get a reply. at least,you can find us here, we will be on freaktab all the time to offer any support.

thanks
Eric

[DexstarII]

Hi

We don't put any customers in blacklist, the reason why your email goes to spam box is decided by the email supplier (IPS),sometimes, our reply also get into customers spam box, and i will get the answer why your email don't get replied in time,and again,i feel so sorry for make you wait long time to get a reply. at least,you can find us here, we will be on freaktab all the time to offer any support.

thanks
Eric

Eric,

Again thanks for the reply. I understand that you don't put anybody in the black list. That is not what I meant. I am coming from a legit yahoo domain. I am sure all PTR records are in place and my account has never been hacked into before and I have been using it for about 10 years now. I understand that I can find you guys here but is it possible to add me into white list? Last correspondence that I had from your department was with Anna. She advised me to contact you guys and I quote "remind you" to look at my case in two weeks. So, I am doing exactly what I was told "reminding" you guys to take a look at this order, but what can I do if my emails are getting blocked...I am doing exactly what you guys told me to get this incident resolved, so please help me out here. I am honestly starting to feel like I am not going to get my MK908 back and I love that thing...was looking forward to purchase it since I found out RK3188 is coming out for this series. I played with it for 7 days and than had to ship it back cause blue tooth was not working at all...

[JugsteR]

Re: Geekbuying customer support

It sounds to me like sometimes there are problems, most of the time though everything goes fine but nobody ever writes about that. Geekbuying has made some nice attempts to rectify the situation and you still want them to make more efforts.

Understand this: You are not their only customer. Their entire business case revolves around serving many customers fast, and with regards to that you are not their ideal customer.

Customer support said that you ended up in the spam folder, but please understand that customer support will sometimes say things that are not necessarily true. It might be true in this case, but unless you actually have proof of it, we can't really be sure. There might be other reasons, your email disappeared or was forgotten etcetera. Sometimes things go wrong basically, most of the time though everything is fine.

Even if you know of the concept of whitelists, they may not. Perhaps they don't have one. In which case they can never implement your wish.

Geekbuying has made quite some effort I think to remedy the situation, please be happy with that. It's more than many other stores would ever do and it serves as assurance for me when I will eventually be buying stuff from them

The fact that you can't even be bothered to stay up one night or morning to use their online support, tells me something.

You want them to go the extra mile, but you can't be bothered to. Hardly seems fair to me. It doesn't matter if you work long nights or whatever. If you want something badly enough you go the extra mile, simple really. Especially when the device you bought, probably was bought in the most inexpensive site you could find.

Sorry for the rant, it is nothing personal really. It just seems to me like most of the time everything is fine and sometimes where something goes wrong customers have very high expectations that they should be treated extraordinarily well. Customer support is not what most businesses optimize first. Shipping stuff out is. I think your problem will be solved in due time. I really hope it will.

Signature? Signature!

[bakerbarber]

I think the insinuated threat in the OP is ugly, inappropriate, and out of line.

Relative to the cost, I'm put off by the outage and drama.

I hope everything is resolved amicably.

[eNeKuX]

Hi ,OP,i am so sorry to hear your problem, please send me your order id via priviate message,and i will look into this problem for you right now.

I am having the same problem here.

I purchased several items on 24th of August 2013 and I see that the status of the order is in Processing state...

Within the items I ordered the minix neo x7 which I see that you have got a new stock today. I would like to know if my order will be shipped from this last stock??

Thank you very much for your patience and support.

Regards

[dc2royce]

dissatisfied

i got my t428 from tronsmart and didn't like ti due to lag and reboots. i took the time download and flash several different roms/kernels. i tried all the troubleshooting that is usual with android hardware. no matter how much time(aka money) i put in i could not make it a suitable advise. I contacted support for a refund. I never heard back....

[eNeKuX]

From my experience I have to say that it was over this forum how I contacted them and not over their official contacts...

So I sent one "Private message" to geekbuying and I got an answer inmediately, thank you.

i got my t428 from tronsmart and didn't like ti due to lag and reboots. i took the time download and flash several different roms/kernels. i tried all the troubleshooting that is usual with android hardware. no matter how much time(aka money) i put in i could not make it a suitable advise. I contacted support for a refund. I never heard back....