Melanie asked 3 Jahren ago

Hier mal ein Verlauf, der mich in den Wahnsinn treibt:
Ich bestellte einen Roboter-Staubsauger, der nach einer Woche nur noch auf einer Stelle vor und zurück lief, da sich ein Rad Motor verabschiedet hat. Ich bin während der diversen Tickets dazu übergegangen mittels Übersetzungsprogramm auf englisch zu schreiben, da mich das Gefühl beschlichen hat, man versteht mich einfach nicht… Leider ist das Gefühl nicht besser geworden. Hat jemand dazu noch eine Idee?
 
 
Ticket:

The item does not function as it is intented to
Subject:
Defekt
Message:
Guten Tag, das Gerät ist nach gerade mal einer Woche im Einsatz defekt. Der Staubsauger dreht sich auf einer Stelle nur noch vor und zurück, da ein Rad Motor nicht mehr funktioniert. Dies ist bereits das zweite Gerät, welches defekt ist. Das erste hatte ich bei einem anderen Anbieter gekauft und nach zwei Wochen mit dem gleichen Problem zurück gesendet! Sie sollten sich mit dem Hersteller diesbezüglich mal in Verbindung setzen, es kann ja nicht sein, dass die geräte immer das gleiche Problem nach so kurzer Zeit haben!
Bitte senden Sie mir alles für die Rücksendung.
Mit freundlichem Gruß

Ticket Status:

Gearbest Customer Support At 02/20/2018 06:02:10 CST
Dear …,
Thank you for messaging Gearbest.
We are currently out of office now from Feb 14 to Feb 20 celebrating Chinese New Year.
We kindly ask you to submit a ticket and we will get back to you as soon as possible.
Please only submit one ticket per inquiry during this period or it may delay our response once we resume normal services.
Kindly note that shipping will also stop during this period and will also resume on Feb 21, when the postal service returns to their normal working hours.
Thank you for your patience.
Happy Chinese Lunar New Year!
Many thanks,
Gearbest Customer Service
https://www.gearbest.com

 At 02/22/2018 08:21:40 CST
Bitte nochmal checken!

 At 02/23/2018 06:25:03 CST
Hallo, ich bekomme täglich Newsletter, aber keine Antwort auf mein Ticket. Bitte beantworten Sie meine Frage, ob man den Tausch machen kann. Mit freundlichem Gruß

Gearbest Customer Support At 02/28/2018 07:14:03 CST
Sehr geehrter …,
Vielen Dank für die Kontaktaufnahme mit Gearbest. Wir sind aufrichtig traurig, diese Situation über Ihren Artikel zu hören.
Wir möchten zusammenarbeiten, um das Problem zu Ihrer Zufriedenheit zu lösen.
Bitte beachten Sie unsere Garantieerklärung hier: https://www.gearbest.com/about/warranty-and-return.html

Wir bitten Sie, diese Schritte zu befolgen:
1. Bitte beschreiben Sie das Problem mit Ihrem Artikel im Detail (was passiert und wann?) Unter Angabe Ihrer Bestellnummer.
2. Bitte sagen Sie uns, welche Schritte Sie bereits getan haben, um das Problem zu lösen.
3. Bitte geben Sie uns den auf der äußeren Verpackung angegebenen Artikelcode an.
4. Bitte senden Sie uns klare Bilder oder ein Video der Mängel bei guter Beleuchtung.
Bitte halten Sie die Anlage unter 2MB und verwenden Sie eines dieser Formate gif, jpg, png, bmp, doc, xls, txt, rar, ppt, pdf.
Wenn das Medium über 2MB ist, bitte senden Sie es an [email protected]

Wir freuen uns darauf, bald von Ihnen zu hören und danke für Ihre Mitarbeit.
Freundliche Grüße,
Mohamed
Gearbest Kundendienst
https://www.gearbest.com/

 At 03/01/2018 07:40:37 CST
Der Staubsauger dreht sich auf einer Stelle nur noch vor und zurück, da ein Rad Motor nicht mehr funktioniert.
DAS GERÄT IST DEFEKT!!!!!!!
Ich kann kein Video machen
Ich möchte einen Retourenschein, damit ich das Gerät zurückschicken kann!

 At 03/07/2018 06:09:35 CST
Dear Sirs,
The Alfawise vacuum cleaner robot is defective after one week. The motor on the right wheel has no function. For this reason, the robot only moves ahead and back in one place.
I would like to claim the guarantee. There are 2 ways: either refund the money back or send me a new device. Even with a replacement unit I expect full guarantee. For the return, please send me a returns ticket.
With Kind regards….

Gearbest Customer Support At 03/08/2018 05:11:38 CST
Seehr geehrter …,
Vielen Dank für Ihre Bestellung bei Gearbest.
Wir entschuldigen uns für eventuelle Unannehmlichkeiten.
Bitte beachten Sie, dass wir an dem Problem arbeiten, das Sie mit unserem technischen Team gemeldet haben, und wir werden Ihnen innerhalb von 24 Stunden mit der Lösung antworten
Wenn Sie irgendwelche zusätzlichen Probleme oder weitere Fragen haben, fühlen Sie bitte sich frei, mit uns in Verbindung zu treten und wir tun unser sehr am besten, um Ihnen zu helfen.
Freundliche Grüße,
Mohamed
Gearbest Kundendienst
https://www.gearbest.com/

 At 03/13/2018 09:25:58 CST
Dear Sirs,
I’m still waiting for a decision from your side!
Please tell me now how to view the further approach. I have manufacturer’s warranty!
I don’t want another answer that says I’m supposed to keep waiting. You must be able to make a decision whether to refund the money or to send a new device. The defective device is ready for shipment.
I expect a meaningful answer by 15 March 2018
With Kind regards

 
Gearbest Customer Support At 03/17/2018 06:28:51 CST
Dear …,
We are so sorry that you wait for such a long time.
Once again we are sorry for this inconvenience, and we will do best to resolve it to your satisfaction.
In this case we can refund 35 USD to your PAYPAL.
Do you agree with us?
Waiting for your reply.
Best Regards
Mohamed
Gearbest Customer Service
https://www.gearbest.com/
 At 03/19/2018 05:44:01 CST
Hello
I don’t agree, I bought a new device! I have a guarantee and I expect a full replacement, either you refund the complete amount or send me a new device. I don’t want to go to the lawyer, just stick to the promised guarantee! It really can’t be that hard, the device just worked for a week. Contact the manufacturer! With other providers, such as Amazon, such a thing is handled better! Too bad, because I thought in GearBest a good alternative to have. I was wrong about what it looks like.
I expect a fair settlement, and fair means in this case full replacement!

Gearbest Customer Support At 03/20/2018 03:51:06 CST
Dear …,
We would like to extend our apologies for this inconvenience.
Kindly refer to our warranty policy here:https://www.gearbest.com/about/warranty-and-return.html
Please also refer to our terms and conditions here: https://www.gearbest.com/about/terms-and-conditions.html
After reviewing your case once more, please review our possible solutions below:

1) Keep the item and accept a partial refund on Wallet as store credit.
We can offer a partial refund of your product value which is 35 SD on your Wallet. This amount can be used for your future orders.
In this case, you can keep the item and do not need to return it to us.
Learn more about wallet benefits : https://www.gearbest.com/about/gb-wallet.html
Learn more about points benefits : https://www.gearbest.com/about/about-points.html
2)Keep the item and accept a partial refund on your original account.
We can offer a partial refund of your product value which is 35 USD on your original account.
3)You can return the item to us in Spain as per our terms and conditions indicated in the link above.
Once we receive the item, we can exchange for the same item and send it out to you as soon as possible. As long as the item does not exceed the 45 day money back guarantee limit.
Or give you a refund 176.09USD.
We look forward to hearing from you at your earliest convenience with your decision.

Best Regards
Mohamed
Gearbest Customer Service
https://www.gearbest.com/
 At 03/20/2018 04:17:35 CST
Hello,
Please take a close look at the complete ticket! Already on the 20th of February 2018 I asked for the return data. Instead, I only got new requests from you. At this point I was definitely in the 45 day warranty. Even now send me only links instead of just telling me the address to which the device should now be sent. I do not understand that and I do not agree with my idea of ​​good service,
All returns must be approved by our customer service. Upon approval, you will receive a return number (RMA number). Unfortunately, returned items without a return number can not be processed.
This is the text on your help page.
So please confirm the return and send me an RMA number so we can finalize this topic.
I asked for a return ticket several times. See also 01.03. and 07.03.
As I said: Send me an RMA ticket and I send the device back.
greeting


Gearbest Customer Support At 03/20/2018 05:51:31 CST
Dear …,
We would like to extend our apologies for this inconvenience.
Kindly refer to our warranty policy here:https://www.gearbest.com/about/warranty-and-return.html
Please also refer to our terms and conditions here: https://www.gearbest.com/about/terms-and-conditions.html
After reviewing your case, please review our possible solutions below:

1) Return the item to us for an exchange.
You can return the item to our logistics center in Spain as per our terms and conditions indicated in the link above.
Once we receive the item, we can exchange for the same item and send it out to you as soon as possible. As long as the item does not exceed the 45 day money back guarantee limit.
2) Return the item to us for a refund.
Once we receive your returned item we will refund you to your Gearbest Wallet, and in addition reward you with extra points. (You will receive 1 points for every 1 USD refunded, e.g 1 USD=1 points, 3 USD=3 points).
This refund will be processed within 24 hours.
Learn more about wallet benefits : https://www.gearbest.com/about/gb-wallet.html
Learn more about points benefits : https://www.gearbest.com/about/about-points.html
Customers need to pay the return shipping fee first. After Gearbest has received the product return and confirmed the DOA, the return shipping fee cost will be fully refunded.
If our technical staff determine the item is not DOA, Gearbest will act in accordance with its own policy.
Before making any decision, please consult your local post office to know the price of returning the item and inform us about it.
Our address is in Alicante , Spain.
We look forward to hearing from you at your earliest convenience with your decision.

Best Regards
Mohamed
Gearbest Customer Service
https://www.gearbest.com/
 At 03/21/2018 09:18:30 CST
Hello
Shipping to Spain will cost about 22.99 euros. Please tell me now the complete address to which the package is to be sent.
Greetings