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Author Topic: Gearbest customer services ?  (Read 1045 times)

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Online iRobot

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Gearbest customer services ?
« on: May 17, 2017, 09:32:41 »
The customer service is not very good at all. I seem to have ended up in some sort of infinite loop ! You send them messages after message, they take days to respond and then eventually respond with the same run around links asking for the same information I've just submitted.
Not good at all  :angry: anybody had the same problem ?

The hubsan 501s advanced I purchased has developed a fault  :laugh:
I WAS very pleased with the quad, it worked perfect, GPS, RTH, follow me, fpv range and pic quality all good,,,, about 20 or so flights and now a black screen, no fpv feed.
A refund would be nice, as don't want the route of sending it back for some sort of repair. Or, do I push for a replacement ? Cost isn't the issue of posting it back to China (not cheap :()
But lost faith in gearbest on how long this could take.

I'm considering just buying a replacement fpv module an fixing myself.

GearBest can feck off, I won't buy anything from them again. From now on I'm sticking to UK only !





Offline Gaza07

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Re: Gearbest customer services ?
« Reply #1 on: May 17, 2017, 09:59:06 »
If you paid by pay pal stick a claim in that should get their attention  ~~

Online iRobot

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Re: Gearbest customer services ?
« Reply #2 on: May 17, 2017, 10:34:44 »
If you paid by pay pal stick a claim in that should get their attention  ~~

Yep, I always pay through PayPal and transfer through a credit card for mega insurance  ~~ it's the safest way to purchase anything.

I'll try PayPal  :smiley:

Online iRobot

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Re: Gearbest customer services ?
« Reply #3 on: May 17, 2017, 13:55:39 »
Ebay have raised a dispute case for me, very helpful  ~~

Offline Paul01

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Re: Gearbest customer services ?
« Reply #4 on: May 17, 2017, 14:14:24 »
Yep, I always pay through PayPal and transfer through a credit card for mega insurance  ~~ it's the safest way to purchase anything.

I'll try PayPal  :smiley:

You do know you lose the benefits of paying with a credit card, if done through Paypal!
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Online nate80

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Re: Gearbest customer services ?
« Reply #5 on: May 17, 2017, 14:27:17 »
You do know you lose the benefits of paying with a credit card, if done through Paypal!

It's true:  http://www.moneysavingexpert.com/credit-cards/PayPal-Section75

But I've never had an issue with Paypal protection.  They'll always recovered and reimbursed any fee I was entitled to after an issue.

Gear best customer service is an odd one.  They messed up one of my orders once (sold me an item that was on Sale in the UK warehouse and then, after a day or two, told me it was out of stock).  Their customer service message system was painful and their replies were often repetitive and frustrating.  They ended up being pretty decent and sending me the item from their Chinese Warehouse (where the item almost 3 times the price).

I hope you're problem gets resolved soon mate.

Offline ThomRC

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Re: Gearbest customer services ?
« Reply #6 on: May 17, 2017, 15:05:05 »
You're probably likely to get problems with any of the Chinese sellers, I've had issues with Banggood and am trying to stick to buying from UK sellers. Sometimes there's just that one thing they have really cheap though...

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Re: Gearbest customer services ?
« Reply #7 on: May 18, 2017, 11:04:38 »
Since raising the case with PayPal, gearbest have responded very quickly, surprisingly !
Still getting nowhere though. They now state quadcopters are not covered under warranty unless DOA (dead on arrival). They are asking for all the information again that I have already described and sent several times,,,,, back in the loop again  :angry:
A valuable learning curve lol
Might just sack them off, and buy a new fpv module and try to fix myself, it looks like a simple swap over. And would cost about 40 pounds,,,, maybe the best option ?

Online iRobot

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Re: Gearbest customer services ?
« Reply #8 on: May 23, 2017, 07:45:56 »
Received a email from PayPal this morning...... Gearbest has offered me a partial refund to stop the case against them,,,,, wait for it,,,,, wait,,,,,, £25  :o
No chance ! They can stick it. At least this shows  an admission of fault, a good solicitor will always say 'never admit liability'.

Offline hoverfly

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Re: Gearbest customer services ?
« Reply #9 on: May 23, 2017, 09:06:56 »
That is crap, the more times that P.P kick their butt the better, they will have to trade properly.
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Online iRobot

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Re: Gearbest customer services ?
« Reply #10 on: May 23, 2017, 09:42:14 »
That is crap, the more times that P.P kick their butt the better, they will have to trade properly.

Crap, your right  :laugh:

I've rejected the offer and continuing with the case.
I wonder if gearbest will keep counter-offering, going up in increments of 5 pounds at a time  :rofl:
Cant fault PayPal thought, they have kept me up to date with progress, they really do fight your corner.

Offline ThomRC

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Re: Gearbest customer services ?
« Reply #11 on: May 23, 2017, 12:50:59 »
One thing to watch out for with Paypal is with their cover, you might have to return the item at your own cost.

Paypal might refund you from their own pockets in which case you can keep the item, but it is in their T&C that if you win the claim, you could be responsible for return shipping.

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Re: Gearbest customer services ?
« Reply #12 on: May 23, 2017, 14:57:37 »
I would return it,,,,,, not sure how much to China though ?

Offline LuMan

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Re: Gearbest customer services ?
« Reply #13 on: May 23, 2017, 20:12:29 »
Had a similar case of bad service with GearBest. Ordered my Robocat kit from them and it was 2 motors short. They had me doing everything from photographing the packaging to weighing the parcel. They offered me something or other - I can't recall exactly what - but it was about 20% of my loss. I gave up and ordered 2 equivalent motors from elsewhere. Then, out of the blue, a single (non-matched) motor arrived!  :shrug:

Now thinking of building a tri....

Won't be shopping with them again.
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Online iRobot

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Re: Gearbest customer services ?
« Reply #14 on: May 27, 2017, 09:08:42 »
Email from PayPal this morning, full refund   :beer2:

All I have to do is return the piece of shite back to China, tracked of course,  before 6th June.

I'm happy now  ::) and on the look out for a new quad already !

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Re: Gearbest customer services ?
« Reply #15 on: June 21, 2017, 20:54:41 »
Finally got a full refund this morning,,,,, not of gearbest, from PayPal  :notworthy:
Will definitely never buy direct from China again !

Offline Jazzz

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Re: Gearbest customer services ?
« Reply #16 on: June 21, 2017, 22:07:36 »
Finally got a full refund this morning,,,,, not of gearbest, from PayPal  :notworthy:
Will definitely never buy direct from China again !
Ive still got a 501 you can have there might be parts on it that will fix yours
It does fly but ive only tried it with the little hubsan x4 remote

Online iRobot

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Re: Gearbest customer services ?
« Reply #17 on: June 21, 2017, 22:42:19 »
Ive still got a 501 you can have there might be parts on it that will fix yours
It does fly but ive only tried it with the little hubsan x4 remote

Thanks for the offer, but had to send it back to get refunded  :smiley:

Offline shawdreamer

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Re: Gearbest customer services ?
« Reply #18 on: June 22, 2017, 00:17:23 »
wait wait wait....

back up a second....

gearbest have a customer service department?

since faffin when???
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Offline Jazzz

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Re: Gearbest customer services ?
« Reply #19 on: June 22, 2017, 00:22:25 »
Thanks for the offer, but had to send it back to get refunded  :smiley:
Ok

Offline Bad Raven

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Re: Gearbest customer services ?
« Reply #20 on: June 22, 2017, 07:59:26 »
Now the dust is settling on the specific OP matter, I'll ask the question.............

Is the CS from China REALLY that much worse than UK/Euro?


Currently Horizon Hobbies have imploded. and their service has all but disappeared. Recently four weeks to answer a question that began by stating that UK dealers could not answer what to do about an issue with a new model many people were having, could they?  And the answer................. contact your dealer!!!



Also the other week I sent an Email on an ongoing issue with a UK seller. That mail was brief and had clear links to photographs and a link to a video making the issue clear.  No reply.

I sent them again a week later, and a reply asked me to ring, so at least one or the other had been received.

It became patently clear as soon as conversation started that my links had not been looked at and I was being asked questions that a simple seconds glance at the pictures and/or video would have made totally unnecessary.


Also, I recently Emailed a stock request to another UK seller.  A week and a half later I got a reply asking if I still wanted the items (STILL not stating if in stock!!)

Given the language issues and the low prices, while frustrating at times, I think the overall china seller CS experience is not THAT much worse!!

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Re: Gearbest customer services ?
« Reply #21 on: June 22, 2017, 10:47:15 »
I think all the customer services, UK, EU & others (China  :laugh:) are pretty useless. Getting through to speak to someone physically  is almost impossible !

I do feel with UK, you do have a bit more legal rights with the 3 R's of retail,,,, refund, repair or replace. But you will still have to jump through hoops to get anywhere.
 :smiley:

Offline Cheredanine

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Re: Gearbest customer services ?
« Reply #22 on: June 22, 2017, 15:12:23 »
I disagree,
Most of the uk retailers are relatively small and tend to have magnificent customer service, stores like Electricwingman. Hobbyrc, t9modelsport, dronebit and the (now amalgamating with droneworkz) makeitbuildit have all provided excellent customer service, and it is not just the legislative position, they are run but hobbyists who know the hobby and know the subject.

The large chinese sellers are not bound by law, but even when you get a response it is generally scripted and anyone you communicate with wouldn't know an ESC from a PDB.

Also had excellent service from Canadian (rotorgeeks and dtfc) and American (fpvflightclub, quadquestions) as well as European suppliers, tbs are hong kong and their support is ok too