before contacting authorities, I wanted to check with you if any one of you had a similar issue. Customer support is ignoring me and i am already very annoyed by this:
It has been already 3 weeks since i returned my laptop. I contacted the service that should check the machine and they’ve told me they did they part 5 days ago. During this whole process I didn’t receive any update nor the notification about the status of the return. They are playing dead on me. Even when i try to contact customer support they are ignoring me.
I am not even sure if this is not against the law, because usually the company has 14 days to do the refund.
How is it possible that company doesn’t communicate with their customers during this process? I got 0 information from them.
I will anyway report this to authorities because i think this is against the law.
Was it a return due to a warranty issue that didn’t work
This is irrelevant, you have rights to return without explaining yourself, but yes, it was due to device behaving strange.
Which country are you in.
Germany.
I have contacted support through regular contact form on their website, found some phone that i’ll also try to call. On monday I’ll go to bank to try to apply for a chargeback and will also report the case to authorities. I think people should be aware how the company treats it’s customers. How could one ever want to have anything with this company ever again?
I didn’t get any update from their end. I had to contact them and spam them all the time to get some info. I got just the general message:
" Thank you for informing us that the package has been delivered. It will take 24-48 hours for our repair center to receive the package and another 3 - 5 business days to process your return."
" The service center will inspect the return within five business days. If there is cosmetic or functional damage, we may need to deduct a reprocessing fee from the refund to cover the cost of refurbishing the item. We may also deduct shipping costs from the refund. We’ll then issue the refund to your payment method on file, and you’ll receive it within 5-10 business days, depending on your bank."
I’m assuming you are now in the 5-10 business days period, is that correct?
that’s a very good question, would also like to know the answer to that, but since the support is ignoring me and I received 0 updates during the process, I can’t answer it.
Sep 26 + 5 business days = Oct 3
Oct 3 + 5-10 business days = Oct 10 - Oct 17
I understand that you are upset, and not without reason, but you are coming across as being difficult just to be difficult. Rather than having a productive dialogue, you are figuratively stamping your feet and having a (minor) tantrum. That won’t help to achieve resolution.
Hopefully you are able to get this resolved soon. Be well, and have a good day.
I see that you have been creating new tickets each time instead of replying to the email, that means that your requests were handled by the Tier 1 agents instead of our specialist team who works for the returns and refunds. Please reply to the email you received instead of creating new requests.
I see that your last ticket was once again escalated to the right team yesterday. As lbkNhubert has explained, you are now in the 5 -10 business day time period for the refund to be processed. Please let me know if you don’t receive your refund by October 17th.
As a fellow EU citizen, you dont really give any specific info about your return of the device.
Just “3weeks” doesnt tell anything, and as said the EU protection laws are always business days.
When did you send your laptop and when was it signed as delivered? The refund period starts from that day (technically from the next business day) and there are some exceptions if its a product that needs to be inspected. In general the refund timeline starts when rhe inspection is done and refund is accepted. Of course at this point you should receive info that refund is accepted with amount X.
We at the EU have strict consumer protection laws but there are of course specific rules inside of those.
I think you are just overreacting which is understandable but all the protection laws and rules always say business days.
Thank yo all for your support. I know is very easy to play cool when you money is not at stake. I hope you keep your coolness once you get in my place, which I hope never happens to you.
You are right, I absolutely hate it when I need to return a part to the seller and get a refund. It’s not a fun process at all. But we are here to help if something happens
I didn’t receive any updates. I had to contact the service in Germany that was doing the inspection in order to get the update. That is actually the problem. That I have 0 input on what is going on.
I’ve sent the laptop on Sept the 21st (that was Saturday so ok) since then no one noticed me of any change (except the general messages i received like “thank you for your patience”. I am aware that I am not patient and I had to spam the support and call the service myself. So yeah, I guess I am not reallly trustworthy with my money.
