I've had enough!

[protek]

Attached is the message exchange between me and a Chinese web store about the Android tablet that I ordered on September 9th and what I still have not received.

The first post is my original inquiry and the actual exchange is from bottom to top. I'm a patient man but even I do have my limits.

Back to My Message
Message ID: FCP1210080429
Category: Shipping Status Enquiry.
Subject: Haven't received order
Order ID: - -SKU: - -
You started this message at 10/8/2012 23:22:23
Hello, The order by id ************ was marked shipped on September 11th, however as of today I have not yet received it. Are you able to help me to track it down? I'm not able to submit an RMA because I placed my order before registering and the order ID doesn't check, when I'm registered. Best regards, Tero Säärelä
Reply Rate and Close This Ticket

You replied this message at 11/26/2012 04:35:06
Hello, Don't you have any kind of policy that, in a case that the order isn't delivered within a reasonable time, a new replacement unit is sent instead or a refund is offered? In my case, I'd say we are well beyond reasonable time to deliver my order, especially when the parcel is actually on its way back to you. I mean, what if I wait let's say three more days? The best case scenario is that you actually receive the parcel back, of which I really don't have high hopes at this point. Then you send the parcel again and I have to wait for another month or so to actually, if at all to receive it, which will be too late for me as I need that tablet for Christmas. The other scenario of course is that you still haven't receive the parcel and you're again going to ask me to wait for a few days as you've done for eight times now. Even you must realize that this cannot continue infinitely. I realize that you're a reputable company and do your best to deliver the merchandise to your customers and sometimes parcels can go missing or bounce back to you for reasons beyond of you. But from customer's point of view this is not the way to solve it. You have until November 28 2012 8:00 Finnish time to either send the returned or a new replacement unit using a courier service to me or to issue a refund for the amount paid. Otherwise I have no choice than to open a dispute via PayPal or my credit card company. Best regards, Tero Säärelä
Customer service replied this message at 11/26/2012 02:32:08

Dear protek438,



Tks for your message.

I am sorry, I can understand you feeling, but it is not return to us, so, pls share us a few more days.



Kind regards

Customer service
You replied this message at 11/25/2012 23:02:09
Hello, I'm sorry but looking back this process I honestly don't see how waiting a few more days is going to make any difference. Either send me a replacement unit using a reputable courier like DHL or issue a refund for the amount paid. Br, Tero Säärelä
Customer service replied this message at 11/25/2012 19:23:14

Dear protek438,



Tks for your message.

I am sorry for the trouble has taken to you, I have contacted the logistics again, it is still not return to us, may I ask you kindly share us a few more days?



Kind regards

Customer service
You replied this message at 11/23/2012 08:13:23
Hello, I'm afraid I can't afford to wait any longer. Please cancel my order and issue a refund for the amount paid. Best regards, Tero Säärelä
Customer service replied this message at 11/23/2012 03:03:20

Dear protek438,



Thanks for your letter, we guess your order will be returned back ,however, we have not received yet .


Could you please wait, we will check with our logistic company and relative department and we will solve for you .




Kind regards
Customer service
You replied this message at 11/23/2012 02:44:17
Hello, It is Friday, have you got any solution for me? Br, Tero Säärelä
Customer service replied this message at 11/20/2012 19:33:39

Dear protek438,



Tks for your patience.

Have a nice day!



Kind regards

Customer service
You replied this message at 11/20/2012 04:43:15
Ok, I'll wait till Friday. Br, Tero Säärelä
Customer service replied this message at 11/20/2012 01:40:21

Dear protek438,



Tks for your message.

Since you placed this order as a guest, so it can't apply RMA, may I ask you wait for a more few days? If it is return to us, we will give you a soultion in time.



Kind regards

Customer service
You replied this message at 11/19/2012 23:54:28
Hello How do I proceed with dispute? Do I open an RMA request? What can I input in the order ID field as it doesn't accept FPGLA031982Y Br, Tero Säärelä
Customer service replied this message at 11/19/2012 19:17:00

Dear protek438,



Tks for your message and sorry for the troubles.

It is still not return to us, you can open dispute first, sorry for the troubles.



Kind regards

Customer service
You replied this message at 11/19/2012 04:57:24
Hi, Thank you for your response! I'll give you until Friday Nov 23rd 2012. If you don't have a solution for me by then, I unfortunately have no choice than to cancel my order and ask for a refund. Best regards, Tero Säärelä
Customer service replied this message at 11/19/2012 01:19:22

Dear protek438,



Tks for your message.

Tks for your message.

I have contacted the logistics again, It is not return, may I ask you wait for a few days? once it is return to us, we will give you a soultion, sorry for the trouble.



Kind regards

Customer service
You replied this message at 11/18/2012 22:57:32
Hello, Has my order returned to you from logistics or have you heard anything else? Br, Tero Säärelä
Customer service replied this message at 11/14/2012 02:13:35

Dear protek438,



Tks for your message.

I have contacted the logistics, they said the order may retrunt o us, may I ask you wait for a few days, once it is return to us, we will give you a soultion, sorry for the trouble.



Kind regards

Customer service
You replied this message at 11/14/2012 01:48:48
Hello, Any response from the logistics company? The tracking system isn't very assuring as at times it shows the last status marked on Sep 16th at Zheiang and at times it shows the last status marked on Oct 1st at Wenzhou. Best regards, Tero Säärelä
Customer service replied this message at 11/12/2012 02:33:01

Dear protek438,



Tks for your patience.

If any other question, pls feel free to let us know.



Kind regards

Customer service
You replied this message at 11/11/2012 22:34:46
I'll give it ten days from now. Please do check with the logistics company and let me know what they say. Br, Tero Säärelä
Customer service replied this message at 11/9/2012 19:01:15

Dear protek438,



Tks for your message and sorry for your long time wating.

It is due the strict check of Chinese customs, may I ask you wait for a more 10-15 days? I will double check with the relative people of the logistics company for your package, since they do not work on weekends. We are truly sorry for the trouble has taken to you.



Kind regards

Customer service
You replied this message at 11/9/2012 06:54:38
Hello, Is it the Chinese customs or some other customs that are causing the delay? Best regards, Tero Säärelä
Customer service replied this message at 10/30/2012 03:54:36

Dear protek438,



Tks for your message.

I am very appreciate your kindly understanding. Hope the parcel will be deliever to you soon.





Kind regards

Customer service
You replied this message at 10/30/2012 03:49:14
Hello, Yes, I've also heard of these customs delays. I'll give it until November 14th. Hopefully things will be sorted out for the best by then. Best regards, Tero Säärelä
Customer service replied this message at 10/30/2012 02:43:01

Dear protek438,



Tks for your message and sorry for the ttroubles.

Recently, many order have been delayed due to the customs checked very strictly especially for the items include the batter, may I ask you share us more 10-15 days?



Kind regards

Customer service
You replied this message at 10/30/2012 00:41:21
Hello, It is now October 30th an unfortunately I have to inform that my order has not arrived. The last update from the tracking system is from September 16th and the tracking number has not yet been registered in Finnish Post's tracking system, which means it has not arrived to Finland. How should we proceed with this issue? Best regards, Tero Säärelä
Customer service replied this message at 10/9/2012 04:15:34

Dear protek438,



Tks for your reply.

If any other question, pls feel free to let us know.

Have a nice day!



Kind regards

Customer service
You replied this message at 10/9/2012 03:45:09
Hello, Thank you for quick response and the tracking number! I'll wait and see if it'll turn up in the upcoming days. Br, Tero Säärelä
Customer service replied this message at 10/9/2012 02:32:35

Dear protek438,





Thanks for your message and apologize for the inconvenience.


After checking our system, we found your order FPGLA031982Y was shipped out on Sep.11th with tracking No. RA671689179CN.



Here is the online tracking information for your reference:

The tracking web is as follows: http://www.17track.net/IndexEn.html


Normally, it takes 7-20 working days (not include the weekends) for an order to be delivered to your address via airmail. Could I ask you to wait a few more days with your patience?



Should you have not received your order until Oct.30th, please do not hesitate to contact us and we'll assist you further.



Kind regards

Customer service​

 

[Templar]

"Two more weeks"...

 

[McVenco]

It seems that they include a variation of the phrase "Could I ask you to wait" as a standard in their replies. Burn them, it's time for them to give your money back...

 

[Snoozy]

This sort of thing is maddening, you have been too patient, i would have paypal disputed them around 3 weeks ago

Maybe try ebuyer in future?

 

[stachu100]

100% correct.
Or to always pay by PayPal.
PayPal protection works very well even outside ebay.

 

[protek]

100% correct.
Or to always pay by PayPal.
PayPal protection works very well even outside ebay.

Yeah, hopefully I can still dispute it as it is well over 45 days. My Paypal did show the transaction id as selectable for dispute though, when I checked it last week.

Well if Paypal doesn't work, I can still contact my credit card company as last resort as Paypal charged my credit card.

 

[thecellartroll]

It could be that they are trying to get you to wait until it is too late to file a dispute with Paypal. I would file a dispute now...

 

[sneeker]

I would of opened a dispute a few weeks ago tbh. It sounds like they are trying to stall going off those emails.

 

[BrooksterMax]

If a problem dates back to September and still no resolution at the end of November I suspect you may have exhausted all possibilities.

Time to call in the Paypal process as suggested above.
Mozilla/4.0 (compatible; MSIE 7.0; Windows NT 5.1; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729)

 

[protek]

I checked from Paypal today and was still able to start the dispute process with the transaction id although I didn't go all the way as I had set my final deadline on next Wednesday. After consideration, I might as well file it already today as I doubt they will come up with a solution that is satisfactory.

 

[portarinos]

Start a Paypal dispute and eventually a Claim while you still can. It's obvious that they don't want to resolve the matter in a professional and responsible way even if it's not clearly their fault. Don't lose time i'd say.

 

[protek]

From Paypal's resolution center:

Thank you for registering your complaint about this transaction. Unfortunately, this type of transaction is not eligible for PayPal dispute resolution. We encourage you to continue to work directly with your seller, as we have found that many misunderstandings reach amicable solutions through communication.

:double

I just contacted Luottokunta, which handles credit card payments here in Finland and they told me that I have a possibility to file a reclamation, if I can't reach a solution with the seller. It's a slightly longer process but at least I'll get my money back.

 

[joe384]

From Paypal's resolution center:

Thank you for registering your complaint about this transaction. Unfortunately, this type of transaction is not eligible for PayPal dispute resolution. We encourage you to continue to work directly with your seller, as we have found that many misunderstandings reach amicable solutions through communication.

:double

I've had exactly the same problem, paypal/the other bay encourage you to work it out with the seller, but the seller ends up trying to drag out the process and trying to get help is like :banghead:

I really hope you get your money back, buying anything online these days is like russian roulette.

 

[protek]

From Paypal's resolution center:

Thank you for registering your complaint about this transaction. Unfortunately, this type of transaction is not eligible for PayPal dispute resolution. We encourage you to continue to work directly with your seller, as we have found that many misunderstandings reach amicable solutions through communication.

:double

I've had exactly the same problem, paypal/the other bay encourage you to work it out with the seller, but the seller ends up trying to drag out the process and trying to get help is like :banghead:

I really hope you get your money back, buying anything online these days is like russian roulette.

Yeah, you win some and you lose some. :roll:

They offered me an initial refund of $30 (of 120 Euros) and asked me to wait for another 10-15 days to wait the parcel to return to them. I thanked no an asked an immediate refund of full amount. Let's see how this turns out or do I have to make a chargeback on my card.

 

[protek]

They had managed to pinpoint the parcel and agreed to give me a full refund. After 7 to 10 days. :roll: Are they going raise interest with that amount or what?

Well, I did agree to that. Let's see how it will turn out.

 

[Bamiga2002]

You've been scammed as a little sucker
Hope you get your money back

 

[protek]

All's well that end's well. I got refund for the full amount and I verified that it shows on my credit card account.

Now to wait for the Google Nexus to arrive.

 

[80sFREAK]

Airmail(registered/non-registered) from China takes about 2weeks almost anywhere in the world(Brazil, Italy, Russia exceptions). If parcel not arrived within 3 weeks, it's a)lost during shipping(how can if it was registered?) b)never sent.
If your paypal transaction clearly shown you paid for goods, you can file dispute(they call it "paypal buyer protection"). If you will claim chargeback via your bank, paypal most likely will ban you.