Ciao, ecco il resoconto della lunga discussione con Gearbest, dopo aver verificato che era imposiibile collegare drone e trasmettitore .... mò che faccio??
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Ticket:T17062708838
Numero d'ordine:WW1706150434106401
Message Type
.O.A difettoso , Difettoso
Oggetto:Hubsan h501ss
Messaggio:
Ticket Status:In attesa di vostra risposta
Full Name:Marco IBS
Gearbest Customer Support At 06/28/2017 01:58:34 CST
Dear Marco,
Thank you for contacting Gearbest.
We are sincerely sorry to hear this about your item.
We would like to work together to resolve the issue to your satisfaction.
Please review our warranty here:
Warranty and Return | GearBest.com
Therefore we kindly ask you to follow these steps:
1.Please give us the item code indicated on the outer package.
2.Please send us clear video of the defects in good lighting.
Ideally, the videos should be clear and focused, under good lighting conditions, and taken at close and medium distance.
If the video is too large (>2MB ) for the attachment,please send it to the mailbox:
support@gearbest.com
(As we have not find your attached video,might because it is too large.)
Then we will turn to our technical team for help.
Please rest assured that we will do our best to help you.
We will do our best to help you.
We look forward to hearing from you.
Thank you for your cooperation.
Best Regards
Dana
Gearbest Customer Service
GearBest: Online Shopping - Best Gear at Best Prices
Marco IBS At 06/28/2017 11:31:38 CST
Dear Dana,
first of all thank you for the fast answer!
I've red dhe warranty conditions - contact our Support Center for RMA authorization within 3 days of the order being received - but unfortunately I received the item 1 week ago ... I hope there is no problem!
1. Code: E-F09-A8-101 190361801
2. Video sent to
support@gearbest.com
Best regards
Marco
Gearbest Customer Support At 06/29/2017 04:48:54 CST
Dear Marco,
Thank you for your additional notes.
We are willing to help you the best we can. In order to do this we need more details
Please review our policy here:
Warranty and Return | GearBest.com
Once we receive your video, we will be able to resolve this issue based on our warranty.
Thank you very much for your cooperation.
Best Regards
Dana
Gearbest Customer Service
GearBest: Online Shopping - Best Gear at Best Prices
Marco IBS At 06/29/2017 09:20:47 CST
Dear Dana,
tell me how other details you need.
Best regards
Marco
Gearbest Customer Support At 06/30/2017 03:30:05 CST
Dear Marco,
We are sorry to hear you are experiencing difficulties with your item.
-Regarding Quadcopters and RC toys please review our policy here:
Warranty and Return | GearBest.com
Please note that due to their intended usage, quadcopters, RC toys and wheels are excempt from our warranty policy and are only cover in DOA cases.
That said, we are still willing to help you the best we can.
We can exceptionally offer you a partial refund of 20USD to your Wallet as store credit and reward you with extra points (e.g. If your refund is 1 USD = 2 points ,3 USD= 6 points etc.).
You can use both your Wallet and points to purchase your future products.
Learn more about wallet benefits :
GB Wallet | GearBest.com
Learn more about points benefits :
My Points | GearBest.com
Can you please confirm we can go ahead and upgrade your account with this compensation?
Thank you for your cooperation.
Best Regards
Dana
Gearbest Customer Service
GearBest: Online Shopping - Best Gear at Best Prices
Marco IBS At 06/30/2017 06:46:40 CST
Dear Dana,
You're telling me that I've spent 270 euros, the drone has never flight - not by my fault - and do you propose a buck of $ 20 for the next shopping? Is it a joke?
Marco
Gearbest Customer Support At 07/01/2017 02:32:19 CST
Dear Marco,
We would like to extend our apologies for this inconvenience.
Kindly refer to our warranty policy here:
Warranty and Return | GearBest.com
Please also refer to our terms and conditions here:
Terms and Conditions | GearBest.com
After reviewing your case once more, please review our possible solutions below:
1) Return the item back to us.
You can return the item back to us in China as per our terms and conditions indicated in the link above.
Once we receive the item, we can exchange or offer a refund of 304.24 USD to your Gearbest Wallet with extra points. As long as the item does not exceed the 45 day money back guarantee limit.
2) 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 40 USD 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 :
GB Wallet | GearBest.com
Learn more about points benefits :
My Points | GearBest.com
3) Resend a replacement (No return needed).
We can resend you a replacement but we kindly ask you cover a handling fee of 260 USD. If you choose this option, we will send you an invoice and arrange the shipment for you as soon as possible.
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 Shenzhen city, Guangdong Province, China.
We look forward to hearing from you at your earliest convenience with your decision.
Best Regards
Dana
Gearbest Customer Service
GearBest: Online Shopping - Best Gear at Best Prices
Marco IBS At 07/03/2017 08:58:59 CST
Dear Dana,
I've consulted post office and the cost is 28,00 euros, accettable. So, I choose option 1) Return the item back to you with item exchange.
Please give me the return merchandise authorization (RMA) number before sending item.
Best regards
Marco
Gearbest Customer Support At 07/04/2017 02:39:49 CST
Dear Marco,
We empathize with your situation.
We made a mistake in last message,please ignore it.
Please kindly note that your case is not DOA,we are unable to send an replacement once you return it.
After discussing with our manager we can exceptionally offer you a partial refund of 50USD to your Wallet as store credit, with extra points for future purchases.
As explained previously, please kindly this is a commercial gesture only, and our warranty only covers 'Dead on Arrival' instances where the product does not work out of the box.
Kindly note this is the maximum we can offer, as technically there should be no compensation in this case.
See here for our warranty:
Warranty and Return | GearBest.com
Please confirm we can go ahead with this partial refundto your gearbest account.
Thank you for your understanding.
Best Regards
Dana
Gearbest Customer Service
GearBest: Online Shopping - Best Gear at Best Prices
Marco IBS At 07/04/2017 09:13:00 CST
Dear Dana,
in my opinion my case is "Dead on arrival" because item has never worked! The plane has never binded to transmitter, no flights done!
Marco IBS At 07/04/2017 11:43:54 CST
Dear Dana,
in alternative where are Italian technical assistance centers where I could send the drone ?
Gearbest Customer Support At 07/05/2017 03:14:08 CST
Dear Marco,
Thank you for contacting us regarding your order.
We are sorry for any inconvenience.
Please review the attachmeny,your package was delivered on June 22,you contact us was on June 27.
Kindly note that your case was not fit on DOA.
We have offered you best solution in last message,please reconsider and let me know your decision.
Once again thank you for you patience and understanding.
We look forward to hearing from you soon.
Best regards,
Dana
gearbest Customer Service
GearBest: Online Shopping - Best Gear at Best Prices
