So I'm really f@#$!@ frustrated with the service here. Annoyed. Why? Let me explain:
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Basics:
I made a refund ticket for 2 products I don't want 2 weeks ago. It was covered at the time the ticket was made per Satisfaction Guarantee (45 days from date of arrival, estimated to be 21 days from at date of purchase. I received it in roughly 23 days.). The products are still unused/unopened. Ive stated this. Repeatedly. Throughout 12 correspondences.
The refunds been rejected at the time of this posting.
==
Details:
I made a refund ticket 2 weeks ago. Within the Money Back/Satisfaction Guarantee coverage date of the item in question: Aspire nautilus Mini + glass replacement tanks (actually, within 30 days since date of receipt [or, a little over 3 weeks from date of purchase]).
--
Reason:
I felt that the ceramic wicking material could potentially be hazardous after having read and seen other peoples posting on different forums (splintered ceramic wicks after use) and, after having received it, decided to return it immediately. Now, the ticket was posted what I thought was relative late (around 26 calendar days from time of arrival; I thought the warranty coverage date was 30 days from time of arrival) because I was waiting for replacement coil heads I ordered. I wanted to ship them en masse to save on return shipping costs. (Frugal? Yeah, but Im one for efficiency.) But the coils hadnt arrived and it was nearing what I thought was the end of the warranty period (30 days [vs the actual 45 days]) so I made the ticket. I stated as much to the rep.
--
As of this posting and 12 back-and-forths, the matter is still unresolved. Rather, the rep's telling me that that, apparently, it is resolved. No refund.
Even though the items are UNUSED, UNOPENED, WERE UNDER WARRANTY AT DATE OF TICKET, ETC. After having said so in MULTIPLE MESSAGES, in the 11th correspondence (today), she's telling me that- no, the item isn't qualified for a refund because it has been used.
To quote: "But your items had been used and defective after you used, we are unable to resell."
And I'll even be generous- one reply (the 4th) was detailed (exact reasons for refund given) and I might understand how she might have missed it. Except other, much simpler replies, both before and after, as well as IN SAID DETAILED REPLY stated, near-verbatim: "ALL ITEMS UNUSED/UNOPENED." And multiple times within the detailed message. (That message was even organized and categorized, somewhat like this post) They've been sitting in a box here, ready to be shipped, just waiting for an address.
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Notes:
That said, I have had ONE positive experience recently with another rep (Andrea), who did assist me and offered a refund with little hassle for a product (Aspire Nautilus Mini coil replacements) that was ordered/shipped around New Years and still has not yet arrived as of this message (now 45 business days since shipment; ETA was around 30 business days). Actually, until I mentioned the refund ticket to Andrea, the ticket had been sitting for days after CNY. After I mentioned it, the refund ticket was attended to. So, yeah- Andrea is awesome.
In that conversation, not once did I feel belittled, beleaguered, dismissed, or like I was talking to a brick wall. It was pleasant. However, the service I'm getting now is awful. Enough to write this long diatribe. If not for Andrea, I would have thought that FT, per policy, tries to wriggle their way out of honoring their Guarantees.
==
Conclusion:
I'm just sharing my experiences to warn other against potential pitfalls on FT w/r/t refund tickets. Dissatisfaction isnt guaranteed, but is definitely up for grabs.
I have some credit left in my account and a shopping cart of items that Ive been obsessing for the past few weeks that I'll probably get, but I'll definitely start shopping around elsewhere for my mods, attys, and whatnot.
Nice job, FT.
==
Basics:
I made a refund ticket for 2 products I don't want 2 weeks ago. It was covered at the time the ticket was made per Satisfaction Guarantee (45 days from date of arrival, estimated to be 21 days from at date of purchase. I received it in roughly 23 days.). The products are still unused/unopened. Ive stated this. Repeatedly. Throughout 12 correspondences.
The refunds been rejected at the time of this posting.
==
Details:
I made a refund ticket 2 weeks ago. Within the Money Back/Satisfaction Guarantee coverage date of the item in question: Aspire nautilus Mini + glass replacement tanks (actually, within 30 days since date of receipt [or, a little over 3 weeks from date of purchase]).
--
Reason:
I felt that the ceramic wicking material could potentially be hazardous after having read and seen other peoples posting on different forums (splintered ceramic wicks after use) and, after having received it, decided to return it immediately. Now, the ticket was posted what I thought was relative late (around 26 calendar days from time of arrival; I thought the warranty coverage date was 30 days from time of arrival) because I was waiting for replacement coil heads I ordered. I wanted to ship them en masse to save on return shipping costs. (Frugal? Yeah, but Im one for efficiency.) But the coils hadnt arrived and it was nearing what I thought was the end of the warranty period (30 days [vs the actual 45 days]) so I made the ticket. I stated as much to the rep.
--
As of this posting and 12 back-and-forths, the matter is still unresolved. Rather, the rep's telling me that that, apparently, it is resolved. No refund.
Even though the items are UNUSED, UNOPENED, WERE UNDER WARRANTY AT DATE OF TICKET, ETC. After having said so in MULTIPLE MESSAGES, in the 11th correspondence (today), she's telling me that- no, the item isn't qualified for a refund because it has been used.
To quote: "But your items had been used and defective after you used, we are unable to resell."
And I'll even be generous- one reply (the 4th) was detailed (exact reasons for refund given) and I might understand how she might have missed it. Except other, much simpler replies, both before and after, as well as IN SAID DETAILED REPLY stated, near-verbatim: "ALL ITEMS UNUSED/UNOPENED." And multiple times within the detailed message. (That message was even organized and categorized, somewhat like this post) They've been sitting in a box here, ready to be shipped, just waiting for an address.
==
Notes:
That said, I have had ONE positive experience recently with another rep (Andrea), who did assist me and offered a refund with little hassle for a product (Aspire Nautilus Mini coil replacements) that was ordered/shipped around New Years and still has not yet arrived as of this message (now 45 business days since shipment; ETA was around 30 business days). Actually, until I mentioned the refund ticket to Andrea, the ticket had been sitting for days after CNY. After I mentioned it, the refund ticket was attended to. So, yeah- Andrea is awesome.
In that conversation, not once did I feel belittled, beleaguered, dismissed, or like I was talking to a brick wall. It was pleasant. However, the service I'm getting now is awful. Enough to write this long diatribe. If not for Andrea, I would have thought that FT, per policy, tries to wriggle their way out of honoring their Guarantees.
==
Conclusion:
I'm just sharing my experiences to warn other against potential pitfalls on FT w/r/t refund tickets. Dissatisfaction isnt guaranteed, but is definitely up for grabs.
I have some credit left in my account and a shopping cart of items that Ive been obsessing for the past few weeks that I'll probably get, but I'll definitely start shopping around elsewhere for my mods, attys, and whatnot.
Nice job, FT.
