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Author Topic: Banggood packaging and Customer service.  (Read 7744 times)

Offline DarrellW

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Banggood packaging and Customer service.
« on: May 16, 2016, 17:18:44 »
As I have posted in shout box I have received my Hubsan H501s today in damaged packaging.
On examination I found that the tx fpv screen is cracked and doesn';t work.
I have contacted customer service and detailed the problem and have received confirmation that a complaint has been registered.
Now comes the wait....... what are they going to do???
Photos of the packing and damage enclosed.
I think..........I think I am........therefore I am.............I think!

Offline Hands0n

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Re: Banggood packaging and Customer service.
« Reply #1 on: May 16, 2016, 17:21:22 »
With that packaging I';d say that BG were being wildly optimistic that it would arrive at its destination undamaged!  I reckon those photos will show them exactly what happened. They should send you a replacement. I don';t think they';ll ask for that one back ...
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Offline JT

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Re: Banggood packaging and Customer service.
« Reply #2 on: May 16, 2016, 18:18:45 »
 Hope they sort this out quickly mate, trouble is any replacement will be on the slow boat..... :(

Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #3 on: May 16, 2016, 18:38:31 »
Copy of my report logged on their site and confirmation of complaint.
 
Your ticket has been created.n
Damaged item delivered
    Darrell Williams
    Mon, 05/16/16 4:48 pm   

    order number:
Message:
The Hubsan h501s I have received today arrived in a damaged box and on examination the Transmitter screen is cracked and does not function.
I have taken photographs of the delivery condition and of what the damaged Transmitter looks like powered and unpowered.
The packaging of the item was totally inadequate as the box the model and it';s parts were contained in were very weak and susceptible to damage. It should have been boxed in an additional much more rigid box to prevent damage. I am requesting that the item be replaced as soon as possible supplied in adequate packaging.
Please respond as soon as possible to state what you intend to do.
Regards
D Williams
    Ticket created while on: https://secure.livechatinc.com/licence/7243681/open_chat.cgi?groups=3   
Powered by LiveChat   
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Offline Fletch

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Re: Banggood packaging and Customer service.
« Reply #4 on: May 16, 2016, 18:56:24 »
I';ve always found them pretty good ... But I';ve not used them recently.

Offline Bad Raven

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Re: Banggood packaging and Customer service.
« Reply #5 on: May 17, 2016, 20:12:04 »
What MIGHT have arrived today was a HobbyKing order via ParcelFarce, at least that is what the HK text message said. (on or before the 18th, and I have had deliveries through before the final date).

And what arrived by Parcelfarce..............??    Some birdseed for my wife';s feathered customers...........  :thumbdown:

I';d got all "previous" about starting the build when the red van stopped outside. 

Hey Ho, but its forecast wet and our delivery is usually 15:30ish, so I could have got on with it.

THIS POST WAS INTENDED FOR WHAT THE POSTMAN BROUGHT TODAY I HAVE NO IDEA WHY ITS HERE!!!!!
« Last Edit: May 18, 2016, 18:26:33 by Bad Raven »

Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #6 on: May 18, 2016, 07:25:03 »
Quick update, had communication from them this morning asking for Photo';s etc which were sent to them right away with my request for complete replacement due to the fact that I am unable to test any of the functionality of the other parts.
I think..........I think I am........therefore I am.............I think!

Offline JT

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Re: Banggood packaging and Customer service.
« Reply #7 on: May 18, 2016, 07:29:19 »
 Must just be a standard response, at least they have replied to you. Hopefully they will sort it quickly. There';s really no arguing with your pictures, they clearly show the damage to the packing and the tx. I reckon they will sort you out mate ~~   :crossfingers: :crossfingers: :crossfingers: :crossfingers:

Offline Gav

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Re: Banggood packaging and Customer service.
« Reply #8 on: May 18, 2016, 08:26:23 »
Oh wow unlucky.  I';ve bought various bits n bobs from Banggood and fragile stuff is usually well packed out with thin foam.
Anyway, I';m sure you';ll get a replacement.  Your patience will be tested a bit more now with further waiting, matey.  Buy something else from banggood to take your mind off it  oh no hang on that wont work ummmmm twiddle your thumbs?

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Re: Banggood packaging and Customer service.
« Reply #9 on: May 18, 2016, 12:28:58 »
I';ve bought loads of stuff from bang good over the years and on the odd occasion when something';s been way overdue they';ve taken quite a bit of bullying to sort it out but I got a "dead on arrival" anomometer once and sent a photo of the corrupt start up screen and they shipped a replacement out the same day.

Col.

Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #10 on: May 18, 2016, 12:41:35 »
Oh wow unlucky.  I';ve bought various bits n bobs from Banggood and fragile stuff is usually well packed out with thin foam.
It';s Hubsan';s box that';s the problem, it';s so flimsy it defies belief plus the blow moulding inside is also very flimsy - any more than a gentle nudge and something will get damaged.
I hope BG actually take this up with Hubsan so that we can get better delivery results!!!
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Offline Jazzz

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Re: Banggood packaging and Customer service.
« Reply #11 on: May 18, 2016, 17:33:42 »
Bad luck that darrellw hope you get sorted

Offline nate80

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Re: Banggood packaging and Customer service.
« Reply #12 on: May 18, 2016, 18:32:17 »
Touch wood, to date I';ve had no issues with items from Bang good, but obviously it can happen and I';m sorry it';s happened to you.  That';s a pain.  Fingers crossed BG will do the right thing without a fight and replace the broken item with a new one.   :crossfingers:  Keep us updated. 

Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #13 on: May 19, 2016, 07:15:06 »
Further update, this is their offer:
Dear customer,
Thanks for your email and sorry for the inconvenience.

For the item [SKU304651]Hubsan H501S X4 5.8G FPV Brushless With 1080P HD Camera GPS RC Quadcopter RTF[ Color;White&Gold][ Mode;Mode switch] in your order 14367516

It is cause by the transpotation. we can resend you a new screen. Can you replace it by yourself ?

Sorry again and looking forward to your early reply.
Best regards,
Icey

This is my reply:
I do not have the technical expertise to do that, besides that because the Transmitter doesn';t work I can not test the rest of the parts.

This to me is totally unacceptable and if you do not offer to replace the complete delivery (which I am happy to return to you) I will have to take this up with Paypal.

Please reply as soon as possible what you intend to do, if I do not receive a satisfactory reply today I shall open a Paypal dispute to claim for either replacement or refund.

Best regards
Darrell Williams
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Offline JT

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Re: Banggood packaging and Customer service.
« Reply #14 on: May 19, 2016, 08:02:00 »
 Cheeky sods lol!  I guess they are trying it on, at least they have taken responsibility with it being done in transit, so if  you have to go the paypal dispute option, paypal will know you are not trying to get something for nothing and you should at least get a refund ~~

Offline nate80

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Re: Banggood packaging and Customer service.
« Reply #15 on: May 19, 2016, 09:12:29 »
Cheeky sods lol! 

+1  They';ll try pretty much anything so wriggle out of responsibility I guess.

You sent them a good reply.  Should speed up the process a little.  In my experience with all the China warehouse companies, if they';re given an inch they';ll take a mile.  I really hope they see sense and send you a new replacement quickly.

Offline Hands0n

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Re: Banggood packaging and Customer service.
« Reply #16 on: May 19, 2016, 12:19:16 »
+1 Enough already!  Its their shipping error. Who';s to say the replacement won';t arrive similarly damaged as they have a fundamental logistics flaw at root of the problem.

Good reply Darrell - I hope you get the product but you';re absolutely right to hold out for a replacement rather than faff around opening up the box, even if you are wholly competent to do so.
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Current FCs: Pixhawk, APM 2.6, Naza M V2, Naze32, Flip32+ CC3D, KK2.1.5
Aircraft: miniMax Hex, DJI 550 (clone) TBS Disco, 450 Firefly, 250 Pro, ZMR250, Hubsan X4, Bixler 2

Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #17 on: May 20, 2016, 22:47:21 »
Well no further communication from BG so it';s now gone to PayPal dispute - I have now requested a refund because I have no confidence in their ability to supply the product damage free. If they do not comply within the next few days I shall escalate it to a claim, I';m not being messed about with this one!!!
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Offline Cheredanine

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Re: Banggood packaging and Customer service.
« Reply #18 on: May 20, 2016, 23:59:20 »
I woukd have gone with "as long as the replace,net screen is a 50 inch plasma"

Offline nate80

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Re: Banggood packaging and Customer service.
« Reply #19 on: May 21, 2016, 01:02:02 »
Seems like a poor show from Banggood. Mind you, they do sometimes take days to reply to emails. In any case at least PayPal will sort it for you. The way these Chinese businesses operate is not on though. Everything is fine until something goes wrong. Then you';re left struggling for assistance and absolutely amazed if they put it right without a fight. It';s part of the course of buying from China unfortunately.

Offline apollo7

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Re: Banggood packaging and Customer service.
« Reply #20 on: May 21, 2016, 06:07:07 »
Bit late to this,
The good news for me is i cancelled my order with them, and dont see me buying this product, but bad luck on you but at least you payed with paypal and wont lose out, it will just be a PITA getting it refunded, i would be looking at a different product to spend the refund on, shame as this little hubsan offers a lot in a small package
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Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #21 on: May 21, 2016, 11:11:47 »
Now offered me a replacement tx despite me telling them that I now want a refund because I have no confidence in their ability to supply the product undamaged!!!
I can see this going to be escalated to a claim!!!
I think..........I think I am........therefore I am.............I think!

Offline Jazzz

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Re: Banggood packaging and Customer service.
« Reply #22 on: May 21, 2016, 11:43:24 »
It';s a good example of how to complain about a faulty
Item darrellw .
I';ve never had a return on faulty good s granted Thay were only a tenner but I';ve always used the wrong approach .

Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #23 on: May 22, 2016, 15:40:41 »
Now escalated to a claim, still no response from them, they';re just messing me about!
Now let';s see what PayPal come up with!!!
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Offline Paulham

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Re: Banggood packaging and Customer service.
« Reply #24 on: May 22, 2016, 23:12:12 »
Paypal will probably come up with a offer of a refund if you send the damaged item back to china. IT will end with you out of pocket.

Accept the new transmitter and hope they package it better.

Banggood are pretty good, Ive had a few dealing with their customer service and they have always resolved it.

Offline DarrellW

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Re: Banggood packaging and Customer service.
« Reply #25 on: May 23, 2016, 07:15:54 »
Good news, BG have asked me to provide best price to return it to them; however they do not reply via Paypal - it seems that they only reply to you personally; don';t understand this!!!
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Offline nate80

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Re: Banggood packaging and Customer service.
« Reply #26 on: May 23, 2016, 09:11:26 »
I guess they don';t want paypal to see what they';re doing. Or maybe they are just completely inefficient. If you';ve opened a PayPal case I';d copy and paste everything BG send with date and time into a message for paypal to see. No harm in it I don';t think and it may help the case. What';s the cheapest price you';ve found for return of the item?

Offline darlofranco

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Re: Banggood packaging and Customer service.
« Reply #27 on: May 23, 2016, 11:50:38 »
Be careful how you send it back, in my experience Paypal will only cover you if you send it back and you get a signature on receipt! Costs a fortune!!! Standard Royal Mail will only track it in this country...

Offline Paul01

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Re: Banggood packaging and Customer service.
« Reply #28 on: May 23, 2016, 11:55:20 »
I have found that Banggood never respond to PayPal and then PayPal will issue you a refund.
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Offline nate80

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Re: Banggood packaging and Customer service.
« Reply #29 on: May 23, 2016, 11:59:01 »
Hmm... Maybe I should retract my previous comment about copying in banggood messages due to what Paul says in his post above. Better to keep paypal in the dark if that';s the case.

(Post edited due to iPhone spelling auto correct changing words and making my first comment cuckoo  :wacko )
« Last Edit: May 23, 2016, 19:19:25 by nate80 »