Merimobiles.com Merimobiles has dishonest, disorganized, and lazy customer service. Buyer Beware! Quebec, Internet
I filed a previous report on this website and it disappeared after a single day online. Strange.
Anyways, Merimobiles has a history of answering these complaints by pretending to be happy customers rather than actually trying to solve the problem of their customer. ...Like they did at the site below.
(http://www.webutation.net/go/review/merimobiles.com)
Here is my basic complaint.
1.) They make it difficult to return and track packages for warranty service. They
intentionally make if difficult, if not impossible, to track your packages sent
from the US. Their Return Mercandise Approval form expressly forbids use of UPS, Fedex, DHL, or any shipping service. (see RMA file attached). I, therefore, sent my package via the
highest possible USPS quality of Priority Mail. I asked about tracking the
package, or paying extra to track it, and USPS said they can't track
international packages. Apparently, they deliver the package into the Chinese
mail system and lose track of it. So I am justifiably pissed that my package
was "lost" because I can't prove otherwise due to MM's own rules.
2.) They Don't Follow through on their promises They broke three separate
promises to me. First, they promised to "elevate" my case for
a special decision and get back to me in 48 hours. Since I had already
purchased a replacement phone from them, I was asking them to refund the
cost of the original phone that was "lost" in the mail. They never
got back to me. Second, they promised on two separate phone calls to
send me a charging cable for my replacement phone since it broke under
warranty. They never sent the charging cable. Third, they promised to
get back to me within 24 hours after going through all their packages to do a
thorough search for it. They never got back to me.
3.) Every time I needed support, I needed to start from scratch. They do
not seemed to have a record of any previous conversations, complaints, or promises.
This was VERY FRUSTRATING. And I was always dealing with a new person.
Crazy thought...how about you improve your customer service rather than
shilling on the internet and pretending to be happy customers. Then I would be
happy to recommend your company to friends and family like I used to.
1 Updates & Rebuttals
isurewould
Corona,California,
USA
Merimobiles Fixed my Problem
#2Author of original report
Tue, October 16, 2012
After writing two reports on this website regarding Merimobiles and a problem, they contacted me and offered to help solve the problem. They were cordial, helpful, and followed through on their promises. It did take me writing this complaint to get their attention, but at they end of the day they wanted to help get the problem resolved.
In the interest of fairness, here is the email that they sent me below. They offered some apologies, and some explanations for my grievances.
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Hi,
first thank you for getting back to me I though I would simply not be able to find you:)Regarding the cable I do have here that we have the team sent one, from what I get you never got it though, we do have some of these cables in our office in Canada I will have one sent to you from Canada tomorrow. Just confirm its OTG cable correct...
-Regarding the lost package issue I need to clarify something. There is a reason we instruct people not to use FEDEX or UPS , on most occasion the package gets blocks in China at the customs, and this is why we instruct people to ship by USPS. USPS regular mail has the tracking number option, which costs more for the sender and of course we prefer the package shipped with a tracking number however due to the cost we understand that people are ok to send with regular mail. The fact is a majority of our customers are in the USA and 99.99% of return packages are received, we get returns everyday.
-1 Thing at Merimobiles that I am proud to say is whatever the situation is we do not let our people (customers) down. Your situation should have been handled better by our staff, that I admit. However 1 thing is we cannot refund a package that we did not get back , we always offer an alternative, it happen so far with a few customers and we did not let them down.
-Good News is that we have a returned package here an X18i, there is no address on it, wheter its yours or that of someone else I do not know but that is sufficient to close this case and if you give me your paypal account email I will send you the refund for that first phone you have sent back.
Our goal in entering this market was to offer a real alternative in terms of customers service in comparaison to alot of chinese websites and if you give us the chance to serve you again in the future we would like to offer you 10% off on any product on the store for the inconvenience.
On behalf of Janey and Jay who are great people and the rest of the Merimobiles Team we offer our sincere apologies. Waiting for your reply
Best Regards
CarloMerimobiles Service Team Manager, Billing Department
P.S... We do not engage in posting fake reviews we do not need too, we have good and bad reviews out there and they speak for themselves
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final email
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Hi ok let me send the payment
Regarding the Cable we do not have this type in Canada, if you can purchase it at Walmart we will simply pay for it and this way you will also get it faster. (I can send to your paypal account)
Regarding USPS , a majority of our customers are in the USA, usually you get some sort of tracking number or confirmation number that can be at least confirm delivery, its never been a problem.
Warranty repairs has to be sent back the manufacturer in China, sending it to Canada it can also happen that the package gets lots, its happened already..
I checked the conversation, at the time the Rep could not refund as there was no return package that they had received from you.
Waiting for you reply, I have sent the payment for the refund and also for the cable
thank you