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DX did not add the products on the order

  • SauloB Thursday, October 24, 2013 6:37 AM Reply
    Hello guys. I got a big problem.

    I tried to use my points using the instructions from the forum

    Created a order, bought a item, opened the ticket and sent the message.
    The order was shipped and I got no response from DX. The item was not add with my points.

    Two days later DX responded the ticket telling me the order was shipped so they can't do anything more.
    I explained what happened. But there's no way. The only solution is for me to buy another item and try again.

    I don't have money to buy again, I'm stuck. I paid the first time to use my points but got no response from them.
    What should I do? Is there any other way to get it fixed?

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  • gasbag11 Top 10 Forum Poster Thursday, October 24, 2013 10:30 AM Reply
    Maybe you did something wrong when you tried to add the item, or maybe that item was out of stock and will be sent later. Have the points been deducted from your account? If not, points don't expire, so you can try again when you do have money to order. You can order something really cheap, and still use your points to add an item, as long as the points cover the full price of the item you add on. You can't use points as a partial payment.
    NO! I don't know why DX screwed up the site so badly.
    Ask them.
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  • sheepish Top 10 Forum Poster Friday, November 15, 2013 4:40 AM Reply
    I have had that happen to me sometimes SauloB. It is annoying, but DX can fix it:

    - Reply to the ticket. (I assume you used the right ticket type.)
    - Politely explain what has happened. (If you like you can point out you could not have opened the ticket to add the item any faster and their system should hold an order when you open that type of ticket.)
    - Ask them to add the item to the order or open a new order with your item in it. They will probably say it cannot be done because the order has already shipped.
    - Keep politely insisting until they do it.

    @tiffany DX should know that when a Change Items ticket has been opened, the order should not be sent unless the ticket has been answered. It should not be hard to hold an order until items have been changed or added.

    Also, @cassieJiang, I believe I still owe DX 10 points from earlier this week when I had an item added to my order. My DX Points were taken OK but 10 Referral Points should also have been used. Ticket F2918CFC5BFB4C60A94EAC9C976C181D, order 131110001094048526.

    However, the added item is listed as a Gift in the order. I think that means I should not have paid any points for it. ;) (I am joking. I don't mind paying all the points.)
    Remembering 30 years.
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  • SauloB Friday, November 15, 2013 7:11 AM Reply
    @sheepish thanks for the perfect reply.

    Too bad DX does not think like you. The order was sent with a ticket opened.

    I was unable to use my points... and I already received my order. My ticket still opened.
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  • cyclist Moderator Friday, November 15, 2013 8:26 AM Reply
    Use Live Chat right after you have made your order, its the only way to make sure you get your stuff added. I never use tickets any more because of the above reason.
    Flashlight issues~https://tinyurl.com/bw2d3pd
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    New customers read this ~ http://tinyurl.com/3kcyfqm
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  • sheepish Top 10 Forum Poster Friday, November 15, 2013 4:02 PM Reply
    My last Error Report prize was added to a new order (I presume because my most recent order had already shipped), so knowledgeable staff members are quite able to do that.

    I hear what you're saying cyclist, but Live Chat is not a sure way to get items added either. It is not suitable for those in the wrong time zone, or anyone placing an order "now" because it's the only time they can do it but which doesn't line up with HK Live Chat Time, or folk who cannot afford to hang around for an hour or two waiting for a live staff member to answer. (Has the delay changed since I last used it?)

    But perhaps Live Chat should be added as an option (the recommended option?) in http://club.dx.com/forums/forums.dx/threadid.922901.
    Remembering 30 years.
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