Complaint Review: Merimobiles.com - Internet

After writinga couple complaint reports on this website regarding Merimobiles and a problem, MM 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 order to be fair, I am posting an email sent from Merimobiles below. They offered some apologies, and some explanations for my complaints
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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

Carlos-Merimobiles 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

If you were really an unbiased customer reading my review above, you would see that...

IF you are really a happy MM customer, good. Give your experience, but don't try to tell me it is MY FAULT I had a bad experience with them.

1.) I worked with MM for MONTHS before giving up and writing negative review.

2.) They made numerous promises to get back to me, and even ship a replacement part, and never followed through on their promises.

3.) USPS does not track packages in China.  You can send items via registered mail and that will confirm that it arrived at the post-office in China.  That is about it.  Read USPS website.(http://faq.usps.com/eCustomer/iq/usps/request.do?create=kb:USPSFAQ&view()=c%5Bc_usps0301d%5D&varset(source)=sourceType:embedded#trconfirmation)

4.) If MM treated me well, I wouldn't be writing negative reviews.  If they contact me and begin treating me well and following through, I will post the changes to this thread.

I get nothing by replying to your comment, I myself did try to spread my frustration but that got nothing resolved until I simply contacted them directly, IMO most issues online, stem from a communication problem. I don't think they get any warning or are contacted when you leave a message like that.. I know for a fact that USPS supports international tracking numbers to ship overseas as I had to ship my package back. Good luck:)

What are the odds of a random Merimobiles customer with a "debt of gratitude" towards Merimobiles to find my complaint and attempt to rebut it within 8 hours my complaint.  Not very likely.

or...

Maybe a Merimobiles employee is tasked with putting out the fires, making false reviews,  and countering the complaints as they pop up on the internet.   Like they did on the site below.

(http://www.webutation.net/go/review/merimobiles.com)

Let me rebut the counter-complaint one point at a time.

1.)  They make it difficult to return and track packages.  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 or Fedex.  (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 they 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. 

Back in January 2012, I had to return a tablet pc that I had bought from Merimobiles since it needed repairs. The tablet ended up lost, after a few back and forth emails I was instructed by Merimobiles to place a trace on the package. Please keep in mind this was a gift for my 6 years old daughter, who's been asking for her tablet ever since the day I shipped it back.

After 2 months passed they still did not receive the tablet but promise they would not let me down, eventually they agreed to replace the tablet by another one and  I only had to pay shipping and boy was my daughter happy when she got the replacement tablet back.

Only reason that I am writing this is that most companies big or small would not have done that, since I am the one who shipped back the tablet and frankly its not there fault if it got lost, how can you blame them for that. From what I remember when you ship by usps via regular mail you have the tracking number option it is your choice not to use one.

In the end I felt ashamed as the original package that I had sent had been returned to me as undeliverable, turns out I had made a mistake on the address when sending it and that is after I had finished blasting merimobiles all over the internet, so I hope this is a way to pay them back and I will continue buying from this company.