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Faulty phone waiting one month for ticket reply

  • womblebongo Tuesday, August 28, 2018 2:35 AM Reply

    Hi


    I have requested to return a faulty phone but no response for one month.

    (Ticket number: 248EECC06B1D42DB9FFB85E6C90FE48E)


    On 27 July 2018 I got an offer of 40$ to repair my Xaiomi MI A1 phone locally but I refused this and want to return to DX, but still no reply.


    Has anyone succesfully got a phone refund/repair from DX.com?

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  • cyclist Moderator Tuesday, August 28, 2018 3:48 AM Reply

    Hi,

    Are you repling back before staff have replied? If you do that, stupidly it puts you to the back of the queue again!

    It can be a long'ish process, but you will get your refund or replacement, I have had to go through the same thing lots of times, you just need patience.


    I will contact a staff member to help you @Alisa-Deng

    Flashlight issues~https://tinyurl.com/bw2d3pd
    DX Return Policy/Warranty~https://tinyurl.com/yb7dpg3s
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/en
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  • womblebongo Tuesday, August 28, 2018 5:50 AM Reply

    Thanks for the advice, I had read this within the forum.


    No it is a month since my last reply. Previous replies were taking up to 2 weeks so I had learnt to be patient.



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  • Alisa-Deng @DX Staff @DX Staff Tuesday, August 28, 2018 10:03 AM Reply

    Hello @womblebongo

    Sorry for the inconvenience caused. Your ticket have been replied, plkease check.

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  • womblebongo Thursday, August 30, 2018 5:54 PM Reply

    Thanks,  delay due to staff member "Mary" leaving. Promise to resolve soon.


    I do understand this as I am familiar with help desk/service systems and the impact of staff holidays or leaving.


    In fact I'm on holiday now and I know that when I return to work some tickets will be unanswered for 3 to 4 weeks, buts that's my managers problem!

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  • Alisa-Deng @DX Staff @DX Staff Friday, August 31, 2018 11:10 AM Reply

    @womblebongo

    We truly apologize for any inconvenience caused. Please don't worry, we will try our best to solve your problems.

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  • sheepish Top 10 Forum Poster Friday, August 31, 2018 12:37 PM Reply

    delay due to staff member "Mary" leaving.


    Whoa! This is a problem that was going to be sorted out YEARS ago.

    DX has found a new way to deceive customers:
    Use reviews for different products that have not been bought
    by the person who wrote the review.
    http://club.dx.com/forums/forums.dx/threadid.1462252
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    post edited by sheepish on 8/31/2018 at 1:09 PM
  • womblebongo Friday, September 21, 2018 5:32 AM Reply

    It has gone very quiet again. No response since 28th August. 


    I was asked to wait a week and then make contact again, which I did. Still waiting. 


    I had recommended DX to my friends and family because of their returns policy and UK return address but sadly my experiences have changed this. 

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  • cyclist Moderator Saturday, September 22, 2018 5:46 AM Reply

    This post does little to explain or help anyone - http://club.dx.com/forums/forums.dx/threadid.1484052


    I have just contacted a manger and hopefully we'll get some sort of answer soon.

    While DX go through periods similar to this every so often, this one has been going on too long, so Im not even sure whats happening!

    Flashlight issues~https://tinyurl.com/bw2d3pd
    DX Return Policy/Warranty~https://tinyurl.com/yb7dpg3s
    New customers read this ~ http://tinyurl.com/3kcyfqm
    Tracking site ~ http://www.17track.net/en
    Posts(17138) | Reviews | Tip post

  • Alisa-Deng @DX Staff @DX Staff Tuesday, September 25, 2018 10:15 AM Reply

    @womblebongo

    Sorry for the late reply. Your ticket have been replied.

    Posts(414) | Reviews | Tip post

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