I ordered (and paid for) the Brodit Proclip mount for the Touch HD on 23rd December from MountOnUs (http://www.mountonus.com/Brodit-Model-5-7-19344/HTC-Touch-HD-Holders.aspx)
Having heard nothing other than an automated email acknowledging receipt of the order since, I have finally managed to speak to someone about this.
The gentleman, Chris, informed me that they had deleted the order as the holder is no longer supplied, and that they do not stock any other Brodit holders for the Touch HD. This despite the 5 shown on their website.
The holder itself is an excellent product (I had one for my Touch Pro) and I have no problem with Brodit.
As yet I have not recieved a refund (£41.98 including shipping) and will continue to pursue, but I would recommend you look elsewhere for you mount solutions.
I'd definitely recommend DSLDevelopments. I ordered a Proclip vent clip for my Mk5 Golf and a passive holder for my HD late Thursday afternoon and it was on my desk at work by 9am next morning for the same price. The only let down was no despatch email / sms but I can live with that for next day delivery
dsl and mountonus both use the same ordering schema with Brodit and the fact you do not yet received your product means the product is out of stock at Brodit (read the delivery page at mountonus), nothing else and of course it DOESN'T mean that mountonus is bad.
You can order the same product at dsl or anywhere else, but you still will NOT get it delivered since dsl DOESN'T manufacture the Brodit products, but orders at Brodit same as mountonus.
And if you both are not from DSL itself to promote your business while I consider mountonus being much better than DSL, then go to mountonus web-site and write such things directly to them.
I think that dsl web-site is a total mess comparing to mountonus, period.
P.S. Go to dsl and type "htc touch hd" in their search and you will get the same products listed.
I'm nothing to do with DSL. I'd seen them mentioned on here in the Touch HD car holder threads and most of the other sites that have the Proclips seem to have my car missing from the vent clips. I've got a Mk5 Golf and if you look at most of the other sites they go up to 2005 and then have 2007-2008. Would you like to hazard a guess what year my car is? Now the 2005, 2006 and 2007 one's are identical but DSL had the 2006 listed so I went for that (peace of mind).
I've no idea if they hold stock or if it's shipped direct from Brodit but I ordered Thursday and had it Friday which is good enough for me.
Mountonus and dsl are the competitors and actually they do the same business, they have the same offers and same products, so it is more a question of convenience of their web-sites that plays role.
I am sure both sides have satisfied and not satisfied buyers, so the poster here should write to the web-site form instead of posting such threads.
thanks for the advice! ;-)
I wasn't complaining so much about being out of stock, more that they took my money and a month later hadn't even had the courtesy to email me to say there would be a delay.
I have ordered before from MountOnUs with no problems - however this time it's been a bad experience. When I eventually got through on the phone the chap I spoke to didn't seem at all interested.
They have now refunded my money though.
If you would call to them after several days of delay, there would not be the problem. Even with dsl you have to call to see whether the item is in stock.
Mountonus might process tens of orders daily and your order could just lost in the batch.
Always call directly or write email if you experience delay, everywhere, not only with mountonus. I think you will not find better service.
Your post actually may impact them, since it goes on top when searching for "mountonus" in google. Not a good thing.
Well I for 1 am pleased that this shows up on google.
I too placed an order with Mountonus, only last thursday in my case. I payed 7 pounds odd for next day delivery, and waited, on friday night I emailed them to ask where my holder was....
I was answered on monday that the nount was out of stock and would be 3 working days....
So I phoned them today, and having been in a queue for 20 minutes I was told that the product was discontinued and that I would be refunded....
So, all's well that ends well you may think, well I think you should not advertise and sell gooods you do not have, especially as they take the payment as soon as the order is placed.
If they had just emailed to say they were out of stock on monday I wouldn't have minded, but they responded to my normsl query like I was completely unreasonable in wondering where my order was.
So Mr mountonus,, if you're reading this, communication is a wonderful thing.
Communication is a good thing....
I think that this thread is developed by dsl or other mountonus competitor.
Otherwise the complaining users would place something to prove their words, like order numbers or something like that.
I can freely tell that I had an excellent experience with mountonus and a very bad experience with dsl - who will argue with me? How will you prove I am not?
So I do not consider the above to be true, moreover that dsl seems to stuck deeply in this forum, right Dave?
I haven't ordered from dsl or any other mount supplier so can't comment on their performance.
I just think that any company that wants repeat business should be honest about delivery times and communicate with their customers.
If I had had any communication from mountonus that would be fine, C**k ups happen and are understandable. My problem is that they took an instant payment from me and then it was down to me to repeatedly phone and email to find out what was going on.
There is no point putting my order number on here as the only people that would convince are mountonus themselves, I have used their phone number and contact form to communicate with them, quoting my order number and they had plenty of opportunity to sort the mess out.
If people have had positive experiences with mountonus then they should feel free to post them, just don't give me a hard time for flagging up my negative experience. Hopefully someone from mountonus will read this and they will revise their ways of dealing with problems.
My brodit holder is hopefully on it's way from an ebay purchase...
What you say is overall right.
But even your eBay purchase goes from Brodit, not from mountonus or dsl. And Mountonus buys from Brodit and all the resellers of Brodit buy from Brodit.
So if your order is on its way as you say (are you sure anyway it is not a backorder again?), then this just means Brodit had it at stock the time you ordered it.
Mountonus as other online shops or any other business has pleased and not pleased buyers. Even GeForce has a lot of not satisfied buyers including me.
When you ordered from them Brodit did not have the item in stock and that caused the issue. Maybe mountonus should just work on their customer support or hire somebody who treats the customers better, that's it, no need to tell they are bad. Their web-site is the best I saw among Brodit suppliers and they work hard to make the shopping experience better each time and it is again the human factor that may fail, some guy from customer support team seats there and he maybe cannot imagine what efforts were put to make the business and to make the web-site. Probably we should just know moutonus that such a guy works there and they will know that and take actions on that.
Actually the fact that nobody still posted a proof of their orders tells me that this is probably a fake testimonial as I said before. Tell me your details and I will contact the moutonus by email and show them this thread with your order details, then we will see.
Not taking sides here at all but I can say with absolute honesty that I have been dealing with DSL for a fair few years now, the details they have given have always proved to be accurate as to stock levels (and they do actually hold stock unlike other vendors).
In all cases they have shipped the goods on time and met their commitments.
There was a problem with one order, but it was caused by me not giving clear order instructions and a dialog was instigated by them to resolve the matter and the mounst was still shipped the same day.
I for one am more than happy with DSL as to price, delivery, service and promises being maintained. In all my dealings with them they have been courteous and professional in every way.
I guess we all have our favorite suppliers and for me DSL are my preferred Brodit stockist.
Just my humble opinion!
Oh and 'Net_user', I half expect a flame as a reply to my post as you seem to attack everyone who has a good thing to say about DSL.
If you do that of course is your choice, but as I'm not here to start a flame war please no not expect a response.
My opinion is my own plain and simple and I feel those who detract from the good name of an honest reliable supplier may have ulterior motives.
Nuff said.
Just to reiterate, I have had a good experience of ordering from Mountonus - the Brodit holder for my Touch Pro was fine - arrived two days after ordering and was exactly right.
For my HD, I just placed the order and had to wait. I had an order number (four digits). I was able to log on to their website and check the status which said not yet dispatched, but no more details.
I tried to call but the phone just rang .....
There was no email saying "sorry, we are waiting on suppliers" or anything similar, just an email saying thank you for your order.
When I finally got through to someone on the phone they were very short and just told me that my order had been deleted, like I should have already known that. At very least I would have expected an email explaining in this situation when they deleted it.
They also stated that I would have been refunded when the order was deleted. This had not happened and took a further phone call to secure the refund (which was made in full).
Not a complaint about having to wait, just the level of customer service.
I do not have any affiliations with any other mounting solution providers either, just keen to share the facts about my experience to allow others to make an informed judgement.
I'm experiencing problems with mountonus.com too...
Sorry to wade in but I thought everyone on this forum and Google would benefit from my experiences with mountonus.com...
To start, I am in NO way connected with mountonus.com or any of its competitors and bring a first hand and unbiased view on ordering from the http://www.mountonus.com website.
Last week after trawling the web for hours I plumbed for Brodit mounts and clips for my Blackberry Storm and Nextbase in-car DVD system. I ordered and paid in full from mountonus.com and immediately received an email from them telling me they would be in touch "as soon as possible" and that shipping would be within 2-3 days via recorded delivery.
After four working days, I have still not received any update from them even after sending two emails asking for the status of my order and their website says the items haven't even been despatched.
My experience seems to mirror that of other customers above and has so far proven totally unsatisfactory.
Being a dedicated Internet fan and an online customer of Amazon, Dixons, Halfords, eBay, CDWoW and Argos (amongst many other) I would rank mountonus.com's customer service the lowest out of any site I've ever ordered from.
I'll update this thread with updates but for now would caution anyone ordering from mountonus.com until their customer services are dramatically improved.
Matt
More Mountonus problems
I ordered some in-car phone holders and mounting brackets in mid December with a 3-4 day delivery time. I chose Mountonus as they gave a shorter lead time than other retailers. A couple of days later I got an e-mail from them to tell me that they were waiting for supplies from Sweden which would take 1-5 days (no idea why they didn't know this in the first place) but that they would refund my postage.
Despite the fact that Christmas may have delayed things I have now been waiting for 2.5 weeks (13 working days) for these parts. I have now cancelled my order and asked for a full refund but have not received any confirmation of my request. I have tried contacting Mountonus both by e-mail and by phone but get no response to either (voicemail only on phone line).
They say that refunds can take up to 30 days so I guess I'll just have to wait it out and keep trying to contact them.
How does The Mount Shop (Amazon retailer) rate as they seem to be the cheapest for what I want to order.
Related
Ordered Dec 23rd: Merimobiles
Still nothing, customer service says if I don't see it by this weekend they will send me a new one. Plus it just so happens I sent in that rebate for the free dock and paid the investment of $10.50 to the U.S.Merchants. I have yet to see either one. Anyone in the same boat still? When all is said and done I might have 2 docks. Unless we have another snow storm.
Label/Receipt Number: **************
Service(s): Registered Mail™
Status: Foreign Acceptance
Your item was accepted in HONG KONG on January 15, 2011 at 4:36 pm. Information, if available, is updated periodically throughout the day. Please check again later.
I plan on turning this whole situation into a game, which ever one gets here first will be showered with gifts and pampered. The latter with have to endure the heart ache and smells of being the charger for in the kids bathroom or a ice scraper, snow shovel ect.
Why can't they get more of this stuff in the US? They should be all over EBay by now!
Try checking your tracking number against whatever your mail provider is (mine showed up on CanadaPost).
If it still doesn't turn up I would raise an issue with paypal/your credit card company. Merimobiles has lied to me about shipping details, there's no reason for them to have your money.
I have ordered two items from china in January. One cleared Shenzen on 1/15 and I got it on 2/6. The other cleared on 1/23 and I got it on 2/8
It seems things have really slowed down from there on china post airmail
Merimobiles is a terrible vendor. They are doing the same bs to me (even after completely admitting that the shipping problem is thier mistake). They are a bad company that doesn't take care of its customers. I highly suggest that everybody avoids doing business with them.
Swyped from my VEGAn-TAB-v1.0.0B5.1
I will avoid them. Thanks.
Just total got mine a minute ago. Ordered from merimobiles dec 26th. I live in são Paulo Brasil.
sixvoltsystem said:
Ordered Dec 23rd: Merimobiles
Label/Receipt Number: **************
Service(s): Registered Mail™
Status: Foreign Acceptance
Your item was accepted in HONG KONG on January 15, 2011 at 4:36 pm. Information, if available, is updated periodically throughout the day. Please check again later.
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I order on the 12/26 and have the exact same as the above, with the exact reply from merimobiles about shipping another if I don't get it by this weekend. Unless they overnight it why would I expect that a second one would make it to me.
unnerv00 said:
I order on the 12/26 and have the exact same as the above, with the exact reply from merimobiles about shipping another if I don't get it by this weekend. Unless they overnight it why would I expect that a second one would make it to me.
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I ordered my Dock 12/30/2010, received a "Your Order Has Shipped" email on 1/19/2011. Got my Tracking Number and this is what was reported:
Destination - United States of America
The item (RB176555762HK) is being processed for departure from Hong Kong as of 22-Jan-2011.
It looks as though it is still being processed! I sent an email to [email protected] so they could explain the status delay. No response 2nd request was sent today.
EKS
FWIW - I ordered a Leather Case w/ USB keyboard & Mini Bluetooth QWERTY keyboard w/ touchpad and laser pointer from Ankaka.com January 6, 2011.
The tracking system provided this response:
Destination - United States of America
The item (RT083003489HK) left Hong Kong for its destination on 17-Jan-2011
So, my Ankaka items are officially in the mail and should arrive San Jose, CA any day. My merimobiles.com Docking station is still in Hong Kong being processed for departure.
It seems that merimobiles choose the cheapest delivery option each time they ship something. Like they try to accumulate packages to make one huge shipment to US for less money.
If you go to the USPS web site and under tracking teb enter the track number, you can see progress once they receive it.
Damn... did you all forget it's a slow boat to/from China?
My dock took almost 30 days to arrive from Merimobiles. It was a race between the doc and usb keyboard case I ordered. The doc won by 3 days.
I decided to e-mail them being as nice as I possibly can here is the reply e-mail:
hi sir,
sorry for the matter.
the tracking number is: RB*********HK
please ask your local post of it.
if you dont get it next weekend. we will ship another one to you again. ok?
thank you.
Regards,
Janey
www.merimobiles.com
Then:
hi sir,
we asked the post and they told us that time because of the bad weather. all packages delayed about 2weeks. the package is on the way to your country now. if you dont get it next weekend. we resend you another one again or refund you. ok?
thank you.
Janey
www.merimobiles.com
I got a few emails from Janey too. I already did my venting on another thread, but this company is horrible. I think that their support people are all the same person. Always say sir. Always is all lower case. Always bad grammar and you are lucky if the sentence make any sense. The last response I got six days ago said that they would check on my order, but crickets since then.
Then I call up US Merchants to see why I still haven't received my rebate dock from 11/26 purchase and they say that they are having trouble getting the docks from Viewsonic and it will be at least another couple weeks before they get them.
I am livid.
Merimobiles Answer to your threads
Hi we know many docking stations where delayed in the regular mail during the months of December and January. As you know this is a free shipping item rated at 14-21 business days. During those months there has been many delays in the regular mail. We can assure you we ship them promptly. The situation is now alot better and most packages are arriving promptly in the advertised time and the regular time that it should take by regular mail. We do care alot about our customers. We do have a policy when it takes over 1 month we reship or refund. Many people have received there docking stations already. Shipping times are back to normal, and contrary to what 1 member claimed we don't chose the cheapest way possible to ship, its a regular mail shipping item like any other item, and every year during the holiday time there is always delays in the mail. Things are back to normal now, we can assure you on our part we ship them promptly, its unfortunate some people had to experience delays from the mailing system. If you have any comments or questions please feel free to contact us. And no there is more than 1 person answering the emails in contrary of what 1 member claimed.
thank you
Philip
merimobiles-philip said:
Hi we know many docking stations where delayed in the regular mail during the months of December and January. As you know this is a free shipping item rated at 14-21 business days. During those months there has been many delays in the regular mail. We can assure you we ship them promptly. The situation is now alot better and most packages are arriving promptly in the advertised time and the regular time that it should take by regular mail. We do care alot about our customers. We do have a policy when it takes over 1 month we reship or refund. Many people have received there docking stations already. Shipping times are back to normal, and contrary to what 1 member claimed we don't chose the cheapest way possible to ship, its a regular mail shipping item like any other item, and every year during the holiday time there is always delays in the mail. Things are back to normal now, we can assure you on our part we ship them promptly, its unfortunate some people had to experience delays from the mailing system. If you have any comments or questions please feel free to contact us. And no there is more than 1 person answering the emails in contrary of what 1 member claimed.
thank you
Philip
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Click to collapse
Philip:
Thank you for your reply. I didn't start this post to defile Merimobiles. That was not my intention. I was stating I had both Merimobiles and U.S.Merchants both sending me docks since Dec. of 2010 and have not seen either one and was wondering if others had received theirs yet. You do however get a +1 for lurking the XDA forums. Janey has been nice answering my questions and she did state that if I didn't get it by this weekend that I could have you guys refund or resend it to me. So I'll correspond with her later this afternoon if I haven't seen it.
One plus on still not receiving a dock from merimobiles, where my order was placed on 12/26. I read the statement above with respect to bad weather. Didn't we hear a similar story from another supplier of cases? Basically I don't accept the weather argument....
Any advice on how to proceed with a refund request?
sixvoltsystem said:
Philip:
Thank you for your reply. I didn't start this post to defile Merimobiles. That was not my intention. I was stating I had both Merimobiles and U.S.Merchants both sending me docks since Dec. of 2010 and have not seen either one and was wondering if others had received theirs yet. You do however get a +1 for lurking the XDA forums. Janey has been nice answering my questions and she did state that if I didn't get it by this weekend that I could have you guys refund or resend it to me. So I'll correspond with her later this afternoon if I haven't seen it.
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Click to collapse
vsc said:
One plus on still not receiving a dock from merimobiles, where my order was placed on 12/26. I read the statement above with respect to bad weather. Didn't we hear a similar story from another supplier of cases? Basically I don't accept the weather argument....
Any advice on how to proceed with a refund request?
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Click to collapse
I request a refund throw PayPal. And they refound me the whole 45USD.
how to get a refund
Hi for anyone who has not received there docking station and its been over a month, please email us and we will send you another one and upgrade the shipping to express shipping, we can of course refund your order as per your request, thank you for your time
Philip
Hi guys, I though it would be a good idea to start a threat just for everyone who placed an order through Play.com UK and paid full price.
We can use this thread to keep everyone updated on the progress of their ordered, and any updates etc; whether they are able to get it at the discounted price, full refund, partial refund etc.
I ordered a 16GB this morning at 8:30am, and order was confimed at 2:44pm and sent to packing for delivery.
Price - £349
ordered at about 5am this morning
order confirmed at 05:57
packed at about 4pm this afternoon
16GB @ £349
Mailed them asking to cancel and advised I will source elsewhere for a much cheaper price... (I imagine its too late though)
Looks like Play.com are out of stock now. I can't find the HP touchpad 16/32gb anywhere on their site. It was there a few hours ago.
I'm also waiting on a Touchpad from play.com which I bought at full price earlier today.
My gut instinct having dealt with Play earlier on similiar issues is that we'll all be returning our TP's for a full refund
Still I'm going to remain optimistic..
Lothaen said:
ordered at about 5am this morning
order confirmed at 05:57
packed at about 4pm this afternoon
16GB @ £349
Mailed them asking to cancel and advised I will source elsewhere for a much cheaper price... (I imagine its too late though)
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I'd recommend not cancelling your order just yet.
you'll be in a better position to negotiate with them once you have the product.
If you cancel before they despatch it, they won't lose anything, they'll just send it to someone else who was able to place an order.
Once you've got it, hopefully we'll be in a better position a few days after all this commotion, and they may be willing to refund the difference.
otherwise they have to go through the hassle or receiving product back, and then arranging to sell it on - probably at the reduced price.
I'm going to wait to see if mine actually comes through, then assess the situation then.
If they don't openly offer the refund, I'll put a complaint to them, and to the FSA.
their returns policy gives you 7 days to request the return or raise an issue - this is different to 7 days to actually return the item to them.
The complaint etc could last as long as you want, as long as you raise the issue within 7 days.
we should have a strong argument if we refer them to the fact they were aware on Monday that the supplier had significantly reduced the price, and that a large number of supplier not just in UK, but all across the world had reduced their prices to fall in line, and they are being unfair against the consumer by acting this way.
We could also quote things we can get - regarding their comments on Monday evening that they were aware of the price discount and were working on it, yet they chose to do nothing.
Ordered as mine was in my cart, however at time of checkout it stated not in stock.
I doubt I'll get it. however I'm also one of the wait and see's
There may be hope for us yet.
In the US - HP have agreed to refund customers the difference of all ordered purchased within 60 days of the price change.
HP are also 'leaning' on companies to offer the price match themselves.
So if Play.com don't crumble under the pressure over the next few days - maybe there is hope from HP directly.
http://www.zdnet.com/blog/mobile-ne...efund-price-differences-for-early-buyers/3857
HP apparantly informed retailers on Monday that the prices will be reduced, and requested that all retailers offer to refund the difference in the sale price.
HP also advise that it can take a few days for all retailers to act on this.
called play.com in the end and they said it was too late to stop dispatch anyway (wanted to save myself a couple of £ in postage to be honest) - they have sent me my return code and marked it as potential return
so i still have to wait for it anyway...
but the chap I spoke to I did would they not do a price comparison, or are they even considering lowering the price but he said nope. Full refund or keep at full price basically.
@danlat1415 - do you have any of that information or anyway to process that with HP as I'll consider keeping it if thats the case! I wonder if we can ping an e-mail to HP pronto to try and get some clarification from them that we can apply for refunds if the retailer won't honour it...
If I was HP and I'd told everyone to cut the price on Monday, and found out retailers were basically ignoring them (probably to pocket the profits) I'd be a bit peeved -
out of this experience, I'll definitely not be considering Play.com for anything further apart from as a last resort...
sounds like @Analogue Dude has had a similar experience before... that's the feeling I am getting now too.
I'm looking into what HP are doing for UK customers and I'll keep you updated.
It's still very early, and once order are sent out and customers start complaining in large numbers - they may change their mind.
Also depends on what action HP take over the next few days.
Play.com don't want to get bad publicity, and if all other retailers are honouring the price change, it'll be bad for Play.com to try and profit from the limited stock they have - compare to the bad publicity they'll get.
I've been hunting around the net, and this isn't the only forum complaining about Play.com's decision, so strength in numbers...
I guess the only real outside chance of getting a partial refund is if every customer who bought a TP from them returns it this week. Hopefully the logistical nightmare/expense of checking every return will push Play into offering the refunds.
As I said earlier I doubt it happens though, Play are a horrible company to do business with, I haven't used them for years and if it wasn't for this deal I wouldn't have touched them with a foot long stylus.
I'd recommend anyone who has ordered from Play.com to complete the form on the attached link for the BBC Watchdog program.
we may not get anywhere with it, but it's best to put as much pressure as we can on Play.com to honour the discounted price.
http://www.bbc.co.uk/watchdog/gotastory/
wrong thread
Analogue Dude said:
I guess the only real outside chance of getting a partial refund is if every customer who bought a TP from them returns it this week. Hopefully the logistical nightmare/expense of checking every return will push Play into offering the refunds.
As I said earlier I doubt it happens though, Play are a horrible company to do business with, I haven't used them for years and if it wasn't for this deal I wouldn't have touched them with a foot long stylus.
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Click to collapse
Really hope so or HP kick their ass (which I doubt will happen)
I got the impression of a very non-caring company when I called them up - to be honest, I had a good impression of them before - but only used them a handful of times... I guess its because I never had to _deal_ with them properly before and just did an order which came and had no issues...
danlat1415 said:
I'd recommend anyone who has ordered from Play.com to complete the form on the attached link for the BBC Watchdog program.
we may not get anywhere with it, but it's best to put as much pressure as we can on Play.com to honour the discounted price.
http://www.bbc.co.uk/watchdog/gotastory/
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done that - not sure how much help it will give though...
i also wonder though is it worth putting in a 'request to return' with play for everyone's who order has dispatched ? its too late to cancel, but if they have a _lot_ of requests to return and the main reason being the stupid prices... ?
Don't suppose there is a HP email addy to send concerns to? Wonder if they can confirm or deny possible refunds...
Sent from my HTC Desire using XDA Premium App
As far as I know, Argos and Play.com were the only two retailers that hadn't yet offered the lower price (whether it be for a limited time, like Amazon)
But Argos has this morning now caved in and reduced their prices to £89 and £115.
This will hopefully help in the fight against Play.com
they are now the only hightreet retailer trying to greatly profit from this sale.
I'm waiting for an update from HP and I'll let you know. Waiting to hear back from their press office.
So far they have only confirmed that they'll refund direct customers, and credit the retailers.
Just waiting to find out if their credit customers of retailers who are refusing to refund the difference.
(if the retailer are being credited by HP, then they are severely taking advantage of the customer.)
As more developments happen each day, hopefully by the time the Touchpads arrive it'll all either be sorted or a lot clearer.
had an email from play.com this morning saying they would not refund the difference and only option was to keep or send it back for a full refund.... will post the email in a few
was looking for an e-mail form for hp too to submit my disappointment with play
Thank you for your reply.
We regret to inform you that we are not able to process a partial refund should there be a change of price for HP TouchPad 16GB webOS 3.0 WiFi 9.7 inch Tablet PC but we are more than willing accept the item back upon receipt for full refund.
We have two options to process a refund for this order.
First is to allow 15 banking days delivery time frame to take effect so we can provide a Not Received Claim Form and the second is to return the item upon receipt. The latter option will require a Returns Authorisation code which we will be happy to provide as soon as you contact us.
You also have the option to print a pre-payed label on-line. In order for you to return an order, please follow the step by step procedure which can be found on the link below:
http://www.play.com/Help.html?page=retn
This will prompt you to sign in on your PLAY.com account and choose the order you need to return.
We hope that this information is of some help to you. Please accept our sincere apologies for the inconvenience this matter has caused you and thank you for your patience and valued custom.
Kind Regards,
Customer Care Team
Play.com
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I just logged into my Play account and my order is now showing as cancelled with today's date beside it.
Card payment had gone through so I wonder what they're playing at
I'd suggest that we go protest outside Play HQ but I don't fancy going to jail for a touchpad (maybe an ipad....)
Brad from HP support said to contact UK HP support on 020 7660 0950
not really very helpful so far... i will check my play.com order - but i got an email saying it was dispatched
Lothaen said:
Brad from HP support said to contact UK HP support on 020 7660 0950
not really very helpful so far... i will check my play.com order - but i got an email saying it was dispatched
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Thank for the update.
I too have got an email this morning confirming my order has been despatched via DHL and I've got a tracking number.
expect it to take upto 5 working days to be delivered, then I have 7 days for receipt to inform them if I wish to return for full refund.
That's approx 8-13 days to get this resolved and to put pressure on Play.com
Got my TP yesterday from Best Buy, and unfortunately it had few issues, biggest being that the left side was separating (you could see the glass move and could hear a click when squeezing it....) Needless to say I was not going to keep it, so I figured I will give a local Best Buy a try to see if I can exchange it...
I walked up to the Customer Service desk and explained the problem. They said no problem, just go to the computer area and get another one, and they will do an exchange. Went back there, and asked for a Transformer Prime. Got a blank stare, then was told that they are not out yet. I proceeded to explain that I already have one and I'm just exchanging it. Another blank stare, then I was assured that what I must have is the Transformer. I finally got tired of this and asked one of the reps to go back to Customer Service with me.
Upon looking at the box, he looked up the SKU and not finding it in the system, he told me that there is nothing they can do, since it's not in their system and he has no idea how I was able to order one. I politely explained that I have the packing slip from BB.com, order receipt, emails from BB, etc. I had two other people look at it, try to pull up the SKU, then telling me the same thing. It was time to talk to somebody that might have a slightest clue, so I asked for a manager. To make a long story short, after a 25 minute discussion where I was basically accused of "doing something funny", he called somebody else on the phone, and after a short conversation told me that he will "issue me a refund, but this is just not right."
I stayed calm and got the refund, then politely explained to the guy that I can't believe how they can treat a customer in this manner. I don't remember the last time being treated remotely like this, and I will certainly let the corporate office know. He could obviously care less...
Anyway, just wanted to vent. Best Buy lost a VERY good customer, as after this whole TP fiasco I'm just done with them. It's a shame that such a large retailer has so little clue about customer service and competency...
Well the TP is not currently sold in stores yet, its an online only product. I can see why there were confused, but they should've know that though.
Dang! I hope my luck is better. I have a Grey 64GB with dock on pre-order from B&H. It's amazing how lame and helpless these sales people can be. They are slaves to the Point-Of-Sale terminal with no imagination or obvious access to resources.
The correct response would be to accept what you said as true, apologize and issue the refund since they have no units in the store to give you.
Bye.
Hmm, who would've guessed Paul Christoforo would get a job at Best Buy so quickly.
Ludikhris said:
Hmm, who would've guessed Paul Christoforo would get a job at Best Buy so quickly.
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Well obviously since his tablet was only purchasable on wwebsite as on the internet, they couldn't find it.
Mine comes in tomorrow from Best Buy. I hope I don't have any issues that I have to do go through them. Maybe I'll just contact my ASUS rep straight up if I have a problem.
jyan_osu said:
Well obviously since his tablet was only purchasable on wwebsite as on the internet, they couldn't find it.
Mine comes in tomorrow from Best Buy. I hope I don't have any issues that I have to do go through them. Maybe I'll just contact my ASUS rep straight up if I have a problem.
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True. Or he could have sold them all on ebay for $150 so there were none left.
Asus packaging really sucks(only booklets is well protected), and BB mailed it in plastic envelope..No wonder there are a lot of problems....
Sorry to hear about the lousy experience. After working in retail, I can deffinently tell you not to threaten with "going to corporate". Just as you said they probably aren't going to care.
Much better to tell the manager on site that you want their District/Regional managers name and phone number. Call the number on the spot if it's during normal daytime hours. This will get you much better results.
District/Regional managers are the normal top dog of the store area, and if you can relay your distress to them in your treatment/experience, results will quickly follow. The store themselves aren't scared of a veiled threat to someone they never directly interact with ("corporate"). But get in touch with their direct boss (the region/district), and that'll put some fear in them...
That doesn't surprise me one bit. Best Buy customer service and return policy is one of the worst I've ever seen.
Now that the competitors (Circuit City, Silo) are gone some long gone Best Buy brick and mortars feel that they can do whatever they want. "Like where else are you going to go?"
but part of this blame also needs to be shared by ASUS for half-ass launching of their product. You don't launch a product to minimum stores unless you want your product to flop.
strange ASUS never revealed the amount of Primes they shipped to US for launch. My guess is under 3,000 units at best.
I was in BB last week, doing other shopping and for the heck of it, asked if they had the dock in yet (they didn't). But all of the BB guys were insisting that the TF Prime was not even out yet and that it had been delayed until Jan. I was like "Of course it's out, I have one!!". Lol... :/
Sent from my Galaxy Nexus using xda premium
The Best Buy clerks at the retailer in my area knew that they were out but had no idea of when they would be in, they checked their internet computers and only saw what most online-shoppers saw the "Coming Soon" message.
Can someone explain to me again why BB stopped their TFP online ordering nearly 2-weeks before Christmas and put-up a "Coming Soon" banner? Do they not realize how many customers they lost in what I can only see as a dumb move. I mean even if you didn't have any TFP in-stock, you could have at least kept it set up as a pre-order to collect potential buyers, but leaving it as a Coming Soon did no good for anyone, not even their own brick and mortar retailers who also used BB.com.
the_game_master said:
Can someone explain to me again why BB stopped their TFP online ordering nearly 2-weeks before Christmas and put-up a "Coming Soon" banner? Do they not realize how many customers they lost in what I can only see as a dumb move. I mean even if you didn't have any TFP in-stock, you could have at least kept it set up as a pre-order to collect potential buyers, but leaving it as a Coming Soon did no good for anyone, not even their own brick and mortar retailers who also used BB.com.
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With the ridiculous amount of issues that it turns out they've had with preorders, stopping them was ultimately the right move.
Sent from my Transformer Prime TF201 using xda premium
It is just truly amazing that a retailer the size of Best Buy can have basic issues like this and how unresponsive they are to fix those issues. I think the mentality here is - it is not effecting enough people, so let's just not talk about it.
In case anyone's still interested in purchasing:
http://www.newegg.com/Product/Product.aspx?Item=0EJ-0009-00001
Amazing that there have been so many deals for the View. Is HTC trying to kill off its stock? I absolutely love mine. The only thing I'd ask is for it to be slightly lighter, but aside from that, the hardware is absolutely perfect for me.
I was gonna buy it, but after looking at the reviews of the marketplace seller I just cant do it.
Seems like even the 5 star reviews were saying the seller was horrible.
jacobbones said:
I was gonna buy it, but after looking at the reviews of the marketplace seller I just cant do it.
Seems like even the 5 star reviews were saying the seller was horrible.
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Probably the majority of the users here with the View purchased theirs through through that seller - 1SaleADay. Most of us got it directly from the 1SaleADay website when they had it for sale there more than once. Yes, they're very slow and may not respond to questions, but it's because their products are dropped shipped. While it's no excuse for poor customer service, the fact is that they are merely a middle man selling the product. They don't actually have the product in stock at their own warehouses. It's wholly dependent on the company with the stock to get things shipped out. Again, it's no excuse, but it helps to provide a better understanding of what kind of company they are, along with how they're able to offer things cheaper than many other companies.
That said, everyone received their Views ordered through 1SaleADay in new, as-described condition (with the few exceptions that there always are when anything is shipped from any company). Purchasing through New Egg provides an added layer of protection for the buyer that none of us who purchased directly from 1SaleADay had. So if you really want one, I wouldn't let the seller put you off from buying it in this case. Generally I wouldn't say that for marketplace sellers (feedback is a great way to know who to buy from and who not to buy from), but in this case, it's a little different. It's a good price for a great device.
bsweetness said:
Probably the majority of the users here with the View purchased theirs through through that seller - 1SaleADay. Most of us got it directly from the 1SaleADay website when they had it for sale there more than once. Yes, they're very slow and may not respond to questions, but it's because their products are dropped shipped.
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What is dropped shipped? I haven't heard that term before.
I got mine from eBay before Christmas from that one seller that sold 2000 in one day and then 3000 in one day the week after (bidallies I believe). No soft packing material, just cardboard, but mine arrived without a scratch. I'd say dealing with Newegg is the absolute best place to buy it, since you get their guarantee. It clearly says there is a 1 year warranty too, so that helps.
Paul22000 said:
What is dropped shipped? I haven't heard that term before.
I got mine from eBay before Christmas from that one seller that sold 2000 in one day and then 3000 in one day the week after (bidallies I believe). No soft packing material, just cardboard, but mine arrived without a scratch. I'd say dealing with Newegg is the absolute best place to buy it, since you get their guarantee. It clearly says there is a 1 year warranty too, so that helps.
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The all-knowing Wikipedia explains it better than I can:
"Drop shipping is a supply chain management technique in which the retailer does not keep goods in stock, but instead transfers customer orders and shipment details to either the manufacturer or a wholesaler, who then ships the goods directly to the customer. As in retail businesses, the majority of retailers make their profit on the difference between the wholesale and retail price but some retailers earn an agreed percentage of the sales in commission, paid by the wholesaler to the retailer."
So, the seller doesn't have the actual items, they ship from somewhere else, and the seller has little information on the items beyond what the manufacturer or wholesaler gives them. It definitely makes good customer service more difficult. It's not an excuse for the complete lack of customer service that 1SaleADay has however.
With the View, which ships from the U.S., this isn't so much of a problem. Pretty much everyone received their orders in a week to a week and a half. Where most of 1SaleADay's negative feedback comes from is much of the other stuff they sell, which is actually held and shipped from somewhere overseas (often China). Many of the items are sub-par, they break easily (often in transit), and it takes far too long for them to arrive. Before ordering my View, I had made two previous purchases through their site. The items arrived as described, and they worked just fine, but it took over three weeks for them to arrive. In addition to this, given the nature of how they do business, it's next to impossible to return anything through 1SaleADay or receive a refund. So, people buy cheap junk from them, it takes a month to arrive from somewhere overseas, and then when it doesn't work or breaks quickly, they're unable to get a refund or replacement, and in turn leave negative feedback (which is understandable). But sometimes, they do sell some good stuff, like the View. And I'd feel even more comfortable purchasing through New Egg because they have other customer protection measures in place.
Well I ended up buying the evo from newegg.
Im in no rush for it anyways. See how it goes
I ordered mine from 1saleaday and received it within 5 days of the order.
Asus has the worst customer service I have ever encountered. I sent back my charger to Asus on Febuary 16. Not only was I told it would be a 14 business day turnaround, but I was also told I had to send in the cord as well. After about 20 calls to Asus, speaking to numerous supervisors, being told they had no idea where my charger was and I had to just wait, I finally recieved a tracking number a few days ago. I was beyond excitement when I heard the knock from FedEx today. I opened the box up and what do I see? A plain charger, no cord, no outlet plug adapter. NOTHING. What am I suppose to do with just the plain charger without anywhere to plug it in. Every time you call asus they tell you they have to contact another department and someone will contact be back. Which no one ever does. They also say that contact takes up to 48 hours. I just stayed on hold for a supervisor 20 minutes which never came on the phone. I'm at my witts end on what else I could do. Needless to say I will probably never buy Asus again. This is completely unacceptable. If anyone has any suggestions, I would appreciate it.
Throw it in the trash and buy an ipad. Then you can swap it out at an apple store if there is a problem or buy any number of third party accessories to charge your device.
Although a great suggestion, I would like to keep this one and not spend another $500
pudge12 said:
Although a great suggestion, I would like to keep this one and not spend another $500
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Not exactly positive.. but.. this should work with Transformer Prime.
http://www.microcenter.com/single_product_results.phtml?product_id=0367050
i honestly wish i had never sold my A500 for this tablet. i can't unload it without selling it at a significant loss. my gps still doesn't work despite asus having it for 21 days, 6 days after it came to me on dec21 ( yes i was one of the Neanderthals that thought this tablet was worth preordering for). i will NEVER buy another asus product again. I'm stuck with this tablet for at least 6 more months before I can think of getting a new one.
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
junrider said:
Great its resolved. Thats why I insert photos (time/date stamped) of what condition the items are and everything included, I also make sure all the components going in the package are checked off on the RMA request. Then I take a video of me wrapping all the items, packaging, and finally closing the package in case i need to resort to it.
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This is good advice in general, and I do it EVERY TIME I'm sending ANY product in for service, refund, exchange, or whatever. I have a horror story like this for almost every technology manufacturer or vendor I've purchased a product from over the years, including HP, Dell, Toshiba, HTC, Samsung, and some now-defunct companies that few people here would recognize.
Pretty much the only company I never have problems with in this regard is Costco, which is why I buy everything I can from them. Although, seriously, I've found ASUS to be pretty good comparatively, which just goes to show how different peoples' experiences can be and how sweeping generalizations shouldn't be made based on a relative handful of complaints.
Oh, and since Apple was mentioned in this thread, it's maybe valuable to add: yes, they provide good customer service, at least as far as getting product replaced in-store. But, one pays for that luxury, either in higher prices (MacBooks), in a locked-down environment, or at least SOMEONE pays for it (in the case of the iPhone, that would be the cost-shifting that occurs when carriers take a loss in subsidizing the iPhone). Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
Wait, if you were without a charger all this time... were you not able to charge your Prime and thus not able to use it?
Sucks lol
OH and the iPad bit-- the OOW replacement cost for an iPad 3rd gen is $299 regardless of what model. iPad 2 and original, $249.
What does this mean? Apple's OOW replacement costs for iOS devices are usually posted at a 20% or more profit. That means that Apple makes at 50% profit on each sale of its devices, and an additional 20% on each OOW repair.
Apple makes plenty of money to support each product with each unit purchased. This is not including returns from AppleCare protection sales.
wynand32 said:
Maybe the iPad is decently priced, or maybe it's not--but even if the iPad is reasonably priced, it's because the costs are merely shifted to other Apple products. Apple couldn't make their absolutely phenomenal profits if they weren't getting the money from someone.
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Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
Cozmo85 said:
Shifting money from other Apple products wouldn't increase their profit. Apple makes phenomenal profits cause they do things like, sell 3million tablets in 3 days.
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I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
wynand32 said:
I mean, Apple can afford to sell the iPad for lower margins (if they do, and maybe they don't) because their margins are inordinately high on their other products. Of course, ultimately, that reduces overall profit margin a tiny bit (more so as more iPads are sold as a percentage of their total sales, of course) and total profits as well. But, again, Apple's margins are already so high that they can afford to take a bit of a hit--it becomes something of a rounding error on their quarterly statements. Also, Apple makes a bit of profit from iTunes and the App Store, which also helps.
The point is, anyone buying an Apple product should expect a much higher level of customer service, because they're paying for it. Kind of like buying a BMW vs. an Infiniti--I hope nobody who buys a BMW and gets the included maintenance actually thinks that maintenance is free...
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That's weird cause I paid 650 for the TFP + dock but only 500 for my iPad. You just can't match the support of physical Apple stores to call centers like ASUS. Besides, I've dealt with HP warranty a few times and they were much better than what ASUS is giving me ATM. My Prime has arrived since two weeks ago and it is not even in their system yet.
In the end, as a end user, we don't care the reason why a certain company can provide better service, we only care that one company provides better service period.
pudge12 said:
Found a different number which I assumed is some sort of corporate office. The nicest guy I've spoken to in this whole ordeal. He is overnighting me the parts I'm missing. Hopefully I will receive it tomorrow or the day after. Thanks
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Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
Jgrimoldy said:
Thanks for sharing the happy ending.
It's nice to know that Asus operates an environment where its employees have the latitude to be helpful if that's their nature. Perhaps the first group you talked to was an outsourced support center...
One thing I've learned is to always ask for a supervisor, and then their supervisor if you're unsatisfied. You need to get to a level where you can get their FULL name, not just a badge number. If they won't give you their full name and their direct number, you've not gone high enough. The real key here is to remain FRIENDLY, CALM, FIRM. If you start getting hot, you'll get nowhere.
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Unfortunately I believe the key point in your statement is the outsourced call center. I believe this is exactly where my call would get forwarded. Unfortunately no matter how calm, friendly, firm, or insistent that i knew it wasn't the reps fault but i just needed help, none was given. I was even insulted at one point by a general rep saying I wasn't paying attention and wasn't listening because he told me his computer listed the charger as not received by the facility, and that meant they didn't have it. So when I inquired where it was if FedEx marked the package with information given to me by Asus was, he said I wasn't listening. I asked for a supervisor multiple times and more than half the times i was placed on hold for 20 minutes, told I would be called back and I am still waiting for the phone calls back. The few I did speak to said they were the highest up. Fortunately the last number I called, which was a USA number, not 1800 I spoke to someone who not only had an American accent (not trying to come off racist) but was extremely helpful. Promised he would over night me a charger over night and it was waiting for me today at my doorstep. I will call the same number tomorrow and hopefully find the same helpful individual and personally thank him. The general customer service from Asus was horrible beyond belief, but at the very least there is at least 1 person somewhere that was helpful and to him I thank.
Sorry for the long read.