Complaint Review: DealExtreme - Internet

"One year ago I ordered a Samsung Galaxy III on DX.com. We got one after nearly two months (!!) and half a year later It blew up at night, when charging. Well, **** happens and It's not DX problem, originally. We asked to solve our problem and were proposed to (1) fix It in our country and get accounted for (not money back, of course - just into our account in DX) either (2) send It back and get accounted for either (3) send It back and get a new one. In each case 20 USD had to be removed as a payment for their delivery of an original phone - and in cases (2) and (3) additional 20 bucks had to be paid for the second delivery (which normally cost, may be, 3 or 4 dollars).

Well, It's already look much worse, but we accepted to send our phone back and to add $40 to get a new one. Finally, It came. BUT!

***

The second part of the story starts. The refurbished phone, we've got, did not connect to any network. I mean, It connected for half a minute (or for 2-3 minutes) and disconnected. He was useless. For one week already we try to get a new one - but the only option, proposed to us is (a citation) "How about you return the item and I keep the money as store credit for you ?"

***

The result: It blew up August, 31. Today is October, 28. FOR TWO MONTHS ALREADY we do not have cellular phone. We payed twice, payed for sending a phone and the only thing we are proposed is to pay a little bit more (for sending back a phone) and buy something other from this site. Is not It awful?

Here is the full conversation, we had:

-------------------------------------

• 2015/10/28 11:15:03 (UTC)Customer [Information]
  Dear Lisa, hello!
  
  Please, see. We payed twice and have not got a working phone. You propose to re-start It. You say "OK, buy a new one and may be after two non-working phones we will re-start it for the 3d time". It's unacceptable.We are not interesting in saving our money on your account and buy something new. We would not close this case without solution.
  
  WE NEED A WORKING PHONE, PLEASE. OR - MAY WE ESCALATE THE CASE, PLEASE?
  
  We either need the same phone, but finally working (!), either one of the mentionned by me (I mentionned two - please, check: Sku 348465 and Sku 338630) WITH RUSSIAN language in menu and in SMS as well. What would you choose?
  
  And how are you interesting to got your non-working phone? We are not interesting to pay one more time for delivery - we already payed you twice, but have not got any working device.
  
  P.S.: can we talk by phone? Can you call me? In which time? 
• 2015/10/28 6:55:50 (UTC)biansw [Request]

  Dear Y., 

  How about you return the item and I keep the money as store credit for you , with the store credit , you can order another cellphone on our website. 

  For sku 348465, it's not in stock fow now, you need to wait. 

  Sincerely,

  Lisa

  Reply
• 2015/10/27 11:05:52 (UTC)Customer [Information]
  P.S.: the same question is about Meizu: do they have Russian menu (and Russian text for SMS, of course)? We could exchange for this one, may be: http://www.dx.com/p/meizu-mx4-mt6595-octa-core-flyme-4-0-4g-bar-phone-w-5-36-ips-ram-2gb-rom16gb-white-348465#.Vi9afn4rKCg 
• 2015/10/27 11:01:01 (UTC)Customer [Information]
  Dear Lisa,
  
  I payed you twice and got nothing.
  
  For a moment we still have no working phone.
  
  So, what is your idea? To leave us without phone and to get a new payment for sending phone back? Is not It exaggerated?
  
  We need phone. WORKING one. The second one, you sent us, did not work a minute. 
  
  We do not think, we need to pay more - we payed twice and got zero working phones.
  
  Another question: do your Xiaomi phones have Russian language in a menu? Not to type SMS, but as menu language. We could exchange Galaxy 3 for a this one, may be: http://www.dx.com/p/xiaomi-4-quad-core-android-4-4-3-bar-phone-w-5-0-screen-ram-3gb-rom-16gb-white-presale-338630 
• 2015/10/26 8:12:50 (UTC)biansw [Request]

  Dear Y., 

  How about you return the item and I keep the money as store credit for you ?

  Sincerely,

  Lisa

  Reply
• 2015/10/23 10:05:24 (UTC)Customer [Information]
  No, not Wi-Fi!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  Cellphone Network can't be reached!!! Any network. In any place. Not wi-fi, cellphone network. Like you enter a SIM of Vodafone - after one or two minutes It loose the network. You enter a sim-card of AT&T or China Mobile, or China Unicom or China Telecom - It will be the same! No SIM, entered in this phone, works more than few minutes. AFter sometime It comes back to work - and lose one more time. And one more time. And one more time.
  
  Of course, It does not depend on the place, you are now. At home, at work, in the street in the middle of the city. I_t _ L_o_o_s_e _ c_o_n_n_e_c_t_i_o_n.
  
  IT IS NOT ABOUT WI-FI, IT IS ABOUT THE CELLPHONE NETWORK IT-SELF.
  
  In the video, I sent to you, you may see the name of Network in the top left side of the screen - "012 mobile". And in the second video you just seen something written in Russian (my parents' mother language, I swithed on for them). "No Network" - It's what written there. 
• 2015/10/23 8:05:00 (UTC)biansw [Request]

  Dear Y., 

  Please accept our sincere apologies for any inconvenience it may cause to you. 

  You means wifi of the cellphone doesn't work normally ? Also , there's a language problem ?

   

  Thank you for your patience.

   

  Sincerely,

  Lisa

  Reply
• 2015/10/22 16:03:40 (UTC)Customer [Information]
  Hello, dear DX
  
  I've just sent you an e-mail from ***[email protected] to ***@comepro.com with two videos and such a text:
  
  Here is Y.  For a weeks already we try to get our phone working. And guess what? Two of two phones, got from you (100%!) are going bad. The first is, for sure, at your place now and you may see Its blowed screen.
  
  And here are videos of the second - you may see here two videos: one with a working network (called "012 mobile") and the second - just 6 minutes later - with a Russian Нет сети , meaning "No network".
  
  My parents are pretty old and can not film a good long video, and I am out of a city for a long time now - so sorry for a videos quality.
  
  Now, I hope the "protocol part" is over and we EVENTUALLY WILL GET HELP from you.
  
  We are not happy from all of this story, we only want a WORKING PHONE and till now can not get It.
  
  Hope for a quick help,
  
  Thank you
  
  Y. 
• 2015/10/20 6:48:45 (UTC)biansw [Request]

  Dear Y., 

  Please accept our sincere apologies for any inconvenience it may cause to you. 

  I’m sorry to hear that, could you please upload the pictures or the video of the  defective item that you received to show the issue ?

  For the video , you can send it to ***@comepro.com and reply me again in the  ticket to let me konw. Thanks for your support!

  We will try to find a solution for this issue. Please don't worry.

  I ‘m looking forward to serving you soon.

   

  Sincerely,

  Lisa

  Reply
• 2015/10/19 18:42:47 (UTC)Customer [Information]
  Dear DX, hello.
  
  We've received your phone few days ago. As I understabd, we've got refurbished, not new phone. But Its not the worst thing - the worst thing is: IT LOSE NETWORK EVERY MINUTE!!! It connects to a network for half a minute-minute and then the network disappears. We restarted It few times, we removed and put back a battery, we tried a few sim-cards that work properly with other phones... JUST NOTHING!!! 
  
  We payed you 211.5 dollars and 7 dollars later - but after using your phone about half a year, for a last monthes we see only problems and have to invent other options to call since one phone miss in our family! 
  
  What is the chance, two of two phones, baught on your site, are defective??? 100% defective items - is It what you sell??? 
  
  We are waiting for a fast and effective care from your side. 
  
  Thank you,
  
  Y. 
• 2015/9/10 8:20:27 (UTC)biansw [Request]

  Dear Y.,   

  It's my pleasure. Ok, I keep this ticket until the new order is shipped out.

  Sincerely,
  
  Lisa 
  
  

  Reply
• 2015/9/10 5:23:15 (UTC)biansw [Request]

  Dear Y.,   

  Thank you for your patience.  

  We have created a new order replacement  150910001051868669 and sent you the repay mail , please login your dx account to check.

  Since the problem is resolved, can I close this ticket now ? 

  Sincerely,
  
  Lisa 

   

  2015/9/10 8:15:42 (UTC)Customer [Response]

  Lisa, hello!
  
  Thank you for helping me.
  
  However, let's wait with closing a ticket up to the moment, the phone will be sent. Hope, It will happen very soon.
  
  Thank you.
  
  Y.
• 2015/9/9 5:43:56 (UTC)biansw [Request]

  Dear Y.,

  If you want sku 391067, you pay still $7.38 and I'll create a new order for you .

   

  Waitting for your reply.

  Best regards,

  Lisa

  2015/9/9 12:58:13 (UTC)Customer [Response]

  You mean, USD 7.28 instead of USD 40 for twice delivery?
  
  That says, I get your invoice for $7.38, pay It - and the next day the phone is on Its way to us?
  
  If so, It's okey. Please, do so.
• 2015/9/8 10:04:18 (UTC)biansw [Request]

  Dear Y.,

  W’re very sorry for any inconvenience caused .

  I just check the stock , so I didn't konw it's no longer sold , and I can't find any information of sku 148054. Can you compare the references of sku 391067 for the difference between the 2 items ?

  Waitting for your reply.

  Best regards,

  Lisa

  2015/9/8 10:27:21 (UTC)Customer [Response]

  It looks the same (by Its name and by Its look), though It's 33 USD cheaper than we payed for. Hope, there is no changes - like less memory or any downgraded processor. These things are always hard to check, but you always find them out in a critical moment.
  
  What will we do?
• 2015/9/8 7:12:55 (UTC)Customer [Information]
  Why do you say It to me only NOW? In your site it was unavailable for the last half an year - and you update me with this info only now? It's shocking!
  
  However, I see SKU 391067. It looks like the same mode: S3 i9300. What's the difference between these SKUs? 
• 2015/9/8 6:30:39 (UTC)biansw [Request]

  Dear Y.,

  W’re very sorry for any inconvenience caused .

  Item SKU148054 is now unavailable, and we cannot estimate when it will be in stock. Can you change another sku ?

  Waitting for your reply.

  Best regards,

  Lisa

  Reply
• 2015/9/7 14:42:58 (UTC)Customer [Information]
  Oops, just sent two pictures, I talked about, but not he approvement of sending.
  
  Please, see attached. 
  
  --------------attachment--------------
  
  
• 2015/9/3 8:16:02 (UTC)biansw [Request]

  Dear Y.,

  Please follow the steps that I sent to return the item. After you send the pacakage , please send me the pictures of the parcel with the RMA label and proof of shipment, then I can create a new order and send you the link of repayment of $40.

  Thanks for your support.

  Sincerely,

  Lisa 

  2015/9/7 14:41:11 (UTC)Customer [Response]

  Dear Liza, hello!
  
  Attached to this 2 pictures: "pictures of the parcel with the RMA label and proof of shipment". If you can't see an RMA code well, I may send another picture, without postal labels. Unfortunately, I can't attach 3d picture here.
  
  Is It ok?
  
  Let's pass to the next step.
  
  Sincerely,
  
  Y.    
• 2015/9/3 8:13:40 (UTC)biansw [Request]

   

  Dear Y.,

   

  Please accept our apologies for the defective item. 

  
  
  If you need to return an item you can begin the process by following these steps:

   

  Ⅰ.Tips before Return：

  1. Return shipping fee: sole responsibility of customers;

  2. Return shipping method: registered airmail, our return address is a drop off box  address and no one will be there to sign for the package. Therefore, please do not  use express way (EMS, UPS, Toll, FedEx, TNT, DHL etc. ) to return the packages  which usually needs a receiver's signature. Or else, it will be returned to you. 

  3. Return shipping address:

  ATTN: Interconnected Easy sent DX 

  7/F，D.J. Securities Building,171 Hoi Bun Road,

  Kowloon Hong Kong 

   

  Ⅱ.Steps of Returning：

  1. An RMA confirmation letter was sent to your email address, please check the  mail contents;

  2. Print out the RMA label and affix the label to your returned package or write down  the RMA code on the outside of the package;

  3. Please include a note in your package indicating your return SKU numbers &  quantities, and a short description of the problem(s) of the defective unit;

  4. Take a picture of the RMA label and proof of shipment (shipping receipt,  certificate of posting, tracking number stub, etc).

   

  Ⅲ.Tips after Returned：

  1．Send us the pictures of the RMA label and proof of shipment here;

  2．The defective item will be forwarded to the factory for repair. The shipping cost  of reshipment will be covered by the customer.

   

  Thanks for your understanding and cooperation in advance.
  
  Sincerely,
  
  Customer Service

  www.dx.com

  Reply
• 2015/9/3 8:05:56 (UTC)Customer [Information]
  Dear Liza, thank you!
  
  We choose option 3: we send you back a phone, pay you $40 in addition and you send us a new one.
  
  1) What is the address, we need to send to?
  
  2) Do you have any special requirements for a delivery?
  
  3) How can we pay $40, please?
  
  Thank you! 
• 2015/9/1 8:17:03 (UTC)biansw [Request]

  Dear Y.,

   Yes, you understood.

  If you choose option 3 , after you send back the product and send us the proof of the shippment ,then I can deal with your order immediately.

   

  Sincerely,

  Lisa

  Reply
• 2015/9/1 8:13:30 (UTC)Customer [Information]
  Dear Liza, hello one more time!
  
  I am not sure in what I read here, so I would like to sum your speech in order to be sure. SO, you say, we have 3 options:
  
  1) To fix the phone and to buy a new battery by our self. In this case, we will get credit in DX.com for the sum on fixing the phone + buying a new battery (which is already ordered, honestly). Invoices have to be shown (It will be in Hebrew, I have to notice).
  
  2) To send you phone back and to get credit in DX.com for $191.50 (an order of $211.50 minus $20 of delivery charge).
  
  3) To send you phone back and to get a new one (just the same - Samsung Galaxy S3 i9300 Android 4.0 WCDMA Cellphone w/ 4.8" Capacitive and GPS - Blue (16GB) ), when adding $40 for double delivery.
  
  Am i right? If option num.3 is choosen, when will you send us a new phone?
  
  Thank you and have a nice day.
  
  Y. 
• 2015/9/1 3:43:27 (UTC)biansw [Request]

  Dear Y.,

  The warranty is 1 year for all the products on our website.If you can get it repaired locally, for the cost , we can save it as store credit as the invoice that you offer.

  Because the product was shipped more than 150 days, if you want return it, according  to the dx prescription, we’re not responsible for any postage, it means that the  postage of returning is in your charge and we won’t refund you too, we keep the  money as store credit only but before that, we will discount $20 of postage for sending  the product for the first time, if you want us to send a new product, we will charge $ 40.

  Waiting for your reply.

   

  Sincerely,

  Lisa

  Reply
• 2015/8/31 5:16:30 (UTC)biansw [Request]

  Dear  Y.,

  Really sorry for the defective received . 

  Would you please check if you can get it repaired locally? If so, you don't have to go  through the hassle to return the item.

  For the battery , you can rearch a replacement on our werbsite.

  Waiting for your reply.

  Sincerely,

  Lisa

  2015/8/31 10:24:13 (UTC)Customer [Response]

  Dear Lisa, Hello
  
  I suppose we may find any way to repair It - though, not in our city (small Israeli town of 28,000 ppl in Galilee) - but anywhere in the area.
  
  However, my question is the question of warranty and options: what's our warranty and what are our options? What can we do and how much will It cost to us?
  
  1) May you fix the problem (for free)? What's the process?
  
  2) May we fix the problem here for free? Where and how?
  
  3) May we return the item and get (a full) refund?
  
  The money issue is very important for us now - more important than even before - so we really hope for a resolution.
  
  Thank you!
  
  Y., D.