I don't normally ever post a ticket here or even say anything about sometimes bad customers, but this takes the cake.
The story starts with a user have a problem with their S:Flo2, so we issue an RMA and ask them to send it back, which they do, when it arrives we see this:
We inform them that they have invalidated the warranty, but we can try and send it back and see if the factory will fix it, but we inform them that the factory may charge a fee seeing how it has been opened. The buyers response:
Quote:
I have not opened the device nor was it ever abused. Is it possible U.S. Customs opened it at their discretion. I just spoke with them and they say they randomly open parcels for security.
BTW, I'm curious.... If opening the unit voids the warranty, how does one replace the battery?
I can move this discussion to Head-Fi.org's S:Flo2/Teclast message/threads. I'm sure many there would benefit from the Customs issue and the battery-replacement issue. Let me know what you decide.
This is when i step in and write back:
Quote:
This is the admin.
Your parcel had no markings or indication that it was opened by customs, when ever any customs office opens a parcel they retape it and include either note saying the parcel was opened or a sticker on a parcel indicating. In each case there would also be a customs reference number, none of this was on your parcel, so it was clearly not opened by any customs. We have been in the mail order business for a long time, we know what customs will and will not do, i have never heard or seen any customs actually open electronic products, as they normally xray devices instead.
The S:Flo2 has clearly been opened, there are a significant amount of damage on the unit. We have taken pictures for our reference. There is no doubt that it has been opened and whoever opened it did so in a very rough manner.
If you wish to can take this discussion anywhere else you want, if its on Head-fi then we will post the images of your unit and let others make their conclusions. However you will still need to use this ticket to communicate with us.
As for the battery issue, if there are battery issues you would need to send it back to us to be fixed, the item does not have a removable battery, so i am not sure why you would assume opening a device to change the battery would not invalidate the warranty. Our warranty clearly states opening the device for ANY reason invalidates the warranty, this is no different than almost all warranties for portable media players regardless of brand.
We can RMA this, but again, as it has been opened, its at the factories discretion if they will fix the unit or if they charge a fee for fixing, if so you will need to pay it, otherwise the unit will not be fixed. They may also fix it with no fee or hassle, again its at the factories discretion.
**Please note this ticket will be marked Closed, but replying to the ticket will reopen it.**
Their reply:
Quote:
I don't know what to say about your claim that the package was sealed or that S:Flo2 was opened. For all I know, you could have damaged it yourself and then claimed I did it. The HUGE volume of failure cases reported on Head-Fi.org -- charges against you and Raz -- are extremely worrisome.
I frequently post on Head-Fi.org and am one of their top and most-respected contributors.
I think your company -- or may be some members or your company -- are fraudulent -- and your already-tarnished reputation (in terms of failed S:Flo2 units reported on Head-Fi.org).
Bottom line: my unit was NEVER opened and never abused and failed after less than 3mos of gentle use.
If you charge me to fix, I will pay (do I have a choice?!!!), and report all this on Head-Fi.org.
I am a little annoyed that they would even suggest we would purposely damage an item and pass it off as damage they did, so i reply back:
Quote:
I am sorry but this is ridiculous, the unit has been sitting on our RMA table in full sight of everyone here, no one has done anything to it.
What benefit would it be for us to purposely damage a unit? We routinely fix S:Flo2 for any buyers who have issues and never ask them to pay for fixing, as long as the warranty has not been invalidated. You will be hard pressed to find anyone that can say we charge them for fixing a unit under warranty.
The unit arrived as is. This matter is final with us.
If you want to take this to head-fi please do, we will post the images of the unit we got, i am sure others will chime in on how their S:Flo2 was fixed no problem. I think only your rep will be the one in questions.
Please confirm that you will accept any charges, if not we will send the unit back to you.
**Please note this ticket will be marked Closed, but replying to the ticket will reopen it.**
So a little annoyed i just do a quick search of this particular past emails, which leads me to an email they sent be before with a link to a head-fi post:
http://www.head-fi.org/forum/thread/461 ... st_6863163and i quote from it
Quote:
The AD8620 is the ideal opamp for low-voltage (battery-based) operation as in portable gear (see links below). It's a very bright, lively, detail-heavy device. Not laid back like TI/BB. Also, it's pretty $$ (got mine via AD's sample program
.
I just put one in to the DAP to replace the OPA2132 I put in a few days ago.So i check their unit and low and behold:
Our reply
Quote:
I am sorry but i have checked my records and i have your email under <removed>, i have checked the links you provided in the email to your Head-fi positng talking about your S:FLo2 and how you changed the opamp to the AD8620. I have now opened the back of your unit and low and behold there is a AD8620 chip.
1) you have lied through out.
2) you have invalidated your warranty
3) Your unit will not be sent to be fixed
4) if you want your unit back you will need to pay USD$10 for the cost of return shipping with tracking.
Thank you for wasting our time with this.
**Please note this ticket will be marked Closed, but replying to the ticket will reopen it.**
You would think at this point that they would say ok and admit what was done, but...
Quote:
If you don't return my unit repaired (I can pay for it if you can prove it was my fault). I will also report you to the HK post service and US Post Service. YOu will never be able to do business in the US again.
Also, I will post on Head-Fi.org, AudioCircle.com, AudioReview.com, blogs, and other online boards. Do you sell via eBay? I will also post on their forums.
I exist in the Audio community under many usernames, and so do many audiophile friends.
I paid for this unit, as you know from your records. YOur units have a very poor reputation for failure as you know from Head-Fi. Don't put more nails in your coffin. Let's settle this quietly or you'll lose big time. And believe me, you got WAY more to lose than I.
to which i
Quote:
You opened the unit, you removed and desoldered a chip and soldered another chip, that has invalidated your warranty, it will not be fixed, ever.
The proof is very simple, on your S:Flo2 there is a chip that it was not manufactured with and on Head-fi you brag about making these changes to the unit.
Report us anywhere you want, post anywhere you want. I am sure everyone will inform you that you are being quite ridiculous and probably point out that you should try being a bit more honest. If you opt to make alterations to a product than you need to accept the consequence when it comes to warranty.
As for you claim on S:Flo2 units failing, i am proud to inform you of the 2000units made and sold, less than 20units have had anything wrong with them due to manufacturing.
Please let us know if you intend to repay for shipping otherwise we will throw away your player. You have till this Friday to repay otherwise we will junk it. Please send USD$10 via paypal to [email="admin@mp4nation.net"]admin@mp4nation.net[/email]
We have already spent a great deal of time handling your case when our time could have been better spent helping other customers.
On a personal note, in my many years of running this business i have never come across such a situation, i do not know how you are in the real world, but i am shocked at your behavior, mannerism and lack of simple courtesy and honesty.
**Please note this ticket will be marked Closed, but replying to the ticket will reopen it.**
In the time writing this post they have followed up with posting in the ticket the following
Quote:
Just to show you an example of how I will expose you, look at this site which my consumer-advocacy-group created:
http://sites.google.com/site/esidarapyid/This Malaysian company has ripped off many people. Since the creation of that site, the owner of diyparadise.com has been begging me to take it down because he has lost $1000s of USD. We will not take it down. His products are frauds.
I can buy one of your units on eBay for less than $80USD now. So even if you don't repair, and I want one real bad, I'll order it from a trustworthy US source. And there are plenty of folks getting rid of their units on Head-Fi's Used Market.
Also, you may know "thesingularity" and "debitsohn" from Head-Fi. Both of whom are friends of mine here in So. Calif. I've got many more and they will all absolutely ruin your reputation in this thread:
http://www.head-fi.org/forum/thread/461 ... ns-thread/I want a repaired or NEW unit. NOWWW!! And I want you to send "debitsohn" a NEW unit now (he's been waiting for repair, too).
Otherwise, you'll never do business in the US again. Am I CLEAR!!!???
and
Quote:
You are PayPal user GPGS. I have just filed a formal case against you in PayPal. You may lose your PayPal account, and you WILL reimburse my account or send me a new/repaired unit. This is a copy of my PayPal case (you will also get a copy from PayPal soon):
The item -- an iPod like player -- failed after less than 3mos of operation. The maunf is supposed to supply a 12mo warranty. (more details at mp4nation.net) I returned the item to manuf. in Hong Kong. But the manuf. accuses me of tampering with the unit and won't even return it. I've investigated this manuf. and this model and there are SEVERAL complaints against them on Head-Fi.org. Many examples in this discussion thread:
http://www.head-fi.org/forum/thread/461 ... hread/2595I not only want my $$ back, I want this fraudulent PayPal user banned from PayPal.
I was annoyed before, but this is just laughable, i am pretty sure the individual that we are dealing with is an adult which makes this even more shocking.
I like helping people, getting things fixed when wrong, but customers like the above just make me shake my head and wonder what is wrong with some people.
Needless to say, if you choose to open your S:Flo2 or any other device that you get from us, remember you will invalidate your warranty and we can't help you.
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