Before Cristmas I bought 4 P7 torches. One failed on its first ride. I followed their returns procedure, photographing the proof of postage receipt.(though the pic was a bit blurred). I heard nothing for weeks until I contacted them. They have so far refused to confirm receipt of the posted item and are insisting I send a second pic of the proof of postage receipt. I cant find it at all, and have reached a stalemate.
What to do?
email them and say that unless I get a replacement I'll diss their warranty procedure on here and other forums which have promoted their products / company. Or, just kiss it goodbye.
play nice will probaly work better
big them up in an e-mail about how they are well percieved in The UK what forums say etc and say you will say nice things about them etc Say you only heard great things about their customer service etc etc
Flattery will work better than threats especially as you are in another country and not really likely to affect theor business to any great degree.
Dont you have the opriginal e-mail in your sent folder?
its not their fault you have lost the POP and can't send a clear photo,
The photo isnt really that important, as by now they should have received the faulty torch. Which had all the relevant info and return number on the package.
I went down the flattery route saying that I was surprised that I hadnt heard from them given the good things I'd heard on here about their swift returns policy. Usually they send a replacement before they receive the faulty item upon receipt of the pop.
IIRC the receipt from the post office was feint anyway, the address was hand written by the cashier and was just legible.
surely you should be taking this up with the Post Office, to prove it's been delivered or claim on their insurance?
Again I'm struggling because I can't find the receipt.
doh... did you pay by card? Can you use you bank/credit card statement as a reciept?
The PO must have record, if you can prove the time and date, they 'should' be able to locate their tracking number? Surely, even with a blurred photo, you should be able to start a claim with the PO?
Otherwise I believe it's time to pull you finger out and start searching in ernest for "second pic of the proof of postage receipt" or the PO reciept...
Again, though the internet is dead powerful in these AD campaigns (selling the P7 torch - the MTB-britian review and mtb-forum threads), I'm not convinced that the companies realise how big a success they've made due to the 'internet' (not just there website - if that makes sense).
So threatening to blackballing them onthe internet bike forums, will probably have not have the desired affect.
I'm surprised at this.
I've had two SSC P7 torches fail. A 2-mode version & its replacement.
They have now sent me the 5-mode one instead. I have another one of these & it has been faultless.
They also credited my account with the £8 it cost me to send it back again. This was the cost of express shipping with insurance. I thought they might refuse as they ask you to use the cheapest method. With the first one that I returned they sent out the replacement as soon as they received the proof of posting.
Maybe you could try directly emailing the ladies I dealt with.
I'm sure I saw her email address on one of the replies I received.
I think it was...
evelyn@dealextreme.com
The other lady who was equally as helpful was Ellen.
Havent seen her email address but I'd hazard a guess at it being...
ellen@dealextreme.com
PT
It was only a couple of pounds postage, I paid cash. I had another look at the pop pic and its hard to make out the numbers.
I doubt its a lost cause.
can't hurt to ask at the PO whether they can supply you the tracking number, you must know 'aproximately' when you sent it?
They must note all packages sent and there address they went to...
I'll try the post office today, in the meantime I've sent a grovelling email, saying that I uderstand that they enjoy a good reputation here for warranty returns and that they received a lot of good reviews for their products and service. I attached a link to this thread.
Its only a £30 torch, there is only so much time its worth chasing this up.
Fair play to them if its lost en route to HK, thats my problem, I should have kept the receipt and have taken a better picture.
It can't hurt to fill out a post office claim online.
I did it for a CD that I returned to Amazon, it didn't appear in Amazon's returns for about a month. Filled in the claim, PO refunded my £16.
Few days later Amazon did too.. oops.
Good news. Deal Extreme ave found a 'solution' and have sent me a new P7.
Deal extreme rocks!
