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Posts Tagged ‘bad support’

Xtreamer Sidewinder 2 – The neverending story ENDED

2011/10/16 4 comments

I hope you have followed my contact with the very unusable Xtreamer Support and with the very unprofessional service. The story goes on:

I received an answer today. Another automated email:

16th Oct 2011 @ 6:58 AM

Xtreamer.net Shop Said:

Dear Sir,

Please provide us by mail to: rma.xtreamer@gmail.com
Shipping confirmation by scan pdf of stamped postal receipt showing shipping details: date, sender, recipient & shipping cost.

Our Logistic Dept. can check parcel arrival only by postal receipt details.

Xtreamer Sales Team

Wow. Who guessed that. So, they dont even have control at all.

Why the hell did I wrote the RMA NUmber on the Package. Should that not be attached to my account as soon as the package arrives? Why dont they know my adress again?
Additonally they want a shipping approval. There is not thing like that if you ship cheapest to China WITHOUT Tracking. They clearly stated that in their RMA Policy to not send with tracking number.
So this is my answer:

Sirs,

as you stated in you return policy a shipment has been chosen without tracking.
I also wrote RMA #917 in bold letters on the package, so can it be this hard to locate my package?

I sent it with DHL on 19.09.2011.
Here is my Address: xxx

And YES i know i will only get 10 EUR back from you for the shipping, but NO FRICKING PACKAGE SERVICE brings a package to Hongkong below 15 Euro.

Sirs, the device died 2 MONTH ago! With your extreme slow support and delay on any of my request your company makes a really bad impress. Could you please show that your support works and send me an answer in 24h hours?

EDIT: 2011-10-07

Wow, i received an automated mail again. This is getting rediculous …

Re: RMA 917

17th Oct 2011 @ 5:57 AM

  Xtreamer.net Shop Said:

Dear Andre,

Thank you , we received your Scanned pdf confirmation.

As soon as our Logistic Department will confirm that your package was received at warehouse, your replacement device will be commence for shipping, and we will notify you by mail in your order, tracking number and shipping details.
Refund for shipping cost will be issued as well upon RMA policy.

Best Regards,
Xtreamer Sales Team

EDIT: 2011-10-24

Its nearly two weeks so let’s send another reminder.

Did you reveive my package.

24th Oct 2011 @ 4:01 PM

  You Said:

Dear Sirs,

would you please be so kind and check your Logistic Department. Its OVER A MONTH now. I could have brought it with a rowing boat in that time.

Thank you

To be continued…

EDIT: 2011-10-26

Re: Did you reveive my package.

26th Oct 2011 @ 9:36 AM

  Xtreamer.net Shop Said:

Dear Andre ,

We will investigate this issue , No reply yet from DHL.

As soon as we will get answer we will confirm you, no delay.

Your patience is highly appreciated .

With best regards,

Xtreamer Sales Team

EDIT: 2011-11-19

Where is my xtreamer 2?

19th Nov 2011 @ 10:28 PM

  You Said:

Dear Sirs,

its now nearly 2 months since i sent you my xtreamer 2. I fullfilled everything you wanted, sent you the postage information and everything you need. But still i have not heard from you since then. Is this your kind of customer support?

Please answer me asap, when i will receive my replacement xtreamer 2.

Thank you

EDIT: 2011-11-25

Re: RMA 917 xtreamer 2- shipped DHL 173xxxxxxx

25th Nov 2011 @ 1:48 PM

  Xtreamer.net Shop Said:

Dear Andre,

Your replacement SW2 device was shipped, Via DHL Hong Kong.
You can track your parcel within 24 hours at: http://www.dhl.com.hk/en.html

Delivery expects within 5-10 days, depending on how far you are from our distribution center in Hong Kong, We cannot promise delivery date as this matter is out of our control and Handled by third party.
Please confirm delivery, thank you in advance.

Best Regards,
Xtreamer Sales Team

EDIT: 2011-11-28

Its unbelievable! The replacement unit arrived just after 3 MONTHS of waiting. Nevertheless i received a replacement, this is the last xtreamer device i bought. I’m a very unpatient person who likes fast reacting support and moderate waiting times between all steps of a support call. I’m very disappointed how everything worked, and i went from a xtreamer entheusiast to a xtreamer avoider. Thanks for making this happen.

EDIT: 2011-11-29

Re: Refunded (shipping cost)

29th Nov 2011 @ 10:12 AM

  Xtreamer.net Shop Said:

Dear Andre ,

We have refunded your account within 10euro (shipping cost ) .

Refund refference :
11/29/2011 10:10:46 Credited to credit card Credited to credit card € (10.00)

Thank you ,
Xtreamer team

At least i got some of my money back, and the package was declared as Sample of Replacement which made me avoid additional tax and customs payments.