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Ticket-service: No response from DX Staff at all!

  • OnzeKees Thursday, March 01, 2018 10:46 PM Reply

    My order from 8 february has not been shipped yet (!).


    I tried to contact DX staff by opening a ticket (order 180208001067502107), DX doen not respond...

    I am crying for help for a week now, still no answer...


    DX's ticket-service states a turn-around-time of 48 hours, 96 hours during new year season... I have been waiting for more than 96 hours, iIs it new year in China roght now???


    HOW do I get DX to answer?


    I never placed a $400,- order before, this is my first one... Is my money gone ?????


    Please HELP !

    Posts(19) | Reviews | Tip post

  • gasbag11 Top 10 Forum Poster Thursday, March 01, 2018 11:20 PM Reply

    Your money is not gone. 

    Almost all of China was on holiday for Chinese New Year last month, for up to 2 weeks. (some even longer) There are always long backlogs/delays for about a month afterwards, much of it because a lot of things go out of stock and suppliers have a hard time catching up. 


    I waited 18 days for an item to come back in stock, canceled and ordered a different item, waited 10 days for the new order to ship, then 3 days later the out of stock item came back. Normally my orders usually ship in 4~5 days at the most.


    Concerning your ticket, don't add anything to it before DX replies or it will go to the back of the queue every time you do it. 



    ALWAYS ask questions about a specific item on its
    page. Scroll down and click on "Post a new topic".
    Posts(12269) | Reviews | Tip post

  • Maye_Tao Friday, March 02, 2018 10:02 AM Reply

    Hello @OnzeKees

    Sorry for the delay.

    Tickets are backlogged after the holiday.

    The second product should be shipped out around 4 days. Would you mind to wait for it? And your ticket has been replied. Thanks.

    Be happy. ( *^_^* )
    Posts(5502) | Reviews | Tip post

  • Formigao357 Friday, March 02, 2018 6:25 PM Reply

    I'm in a similar situation.

    I made my purchase on 12/31/2017 and so far I have not received my order.

    I've been requesting the resend  from her for over a month and no one answers me.

    I've opened 5 tickets and no one answers me ...

    I'm feeling injured and I can not answer anyone's ...

    Ticket number: 2F9A6B699AE24825B8D350B83D16668F (last one)

    Order: 171229001090891060

    Posts(5) | Reviews | Tip post

  • OnzeKees Friday, March 02, 2018 7:01 PM Reply

    @Formigao357: The Chinese new year was the reason why it is taking so long, it seems that orders and tickets pile-up during the holidays, they need a few weeks to work through the pile.

    Today DX contacted me and told me my item is going to be shipped in about 4 days.


    And, like gasbag 11 mentioned: Concerning your ticket, don't add anything to it before DX replies or it will go to the back of the queue every time you do it. 


    Hope it will all work out for you too!

    Posts(19) | Reviews | Tip post

  • Amicussamir Saturday, March 03, 2018 5:37 PM Reply

    I have been waiting for my order since January 24.

    Today is March 3. It's 38 days!

    Nobody answered to my ticket! Status is - waiting for staff!


    I suggest that anyone stops buying from dx.com

    Posts(4) | Reviews | Tip post

  • Maye_Tao Monday, March 05, 2018 10:02 AM Reply

    @Formigao357

    Please don't close the ticket case before you get a reply. Your ticket 2F9A6B699AE24825B8D350B83D16668F has been replied. Please check. Thanks.

    Be happy. ( *^_^* )
    Posts(5502) | Reviews | Tip post

  • Maye_Tao Monday, March 05, 2018 10:04 AM Reply

    @Amicussamir

    It's very common to see packages not scanned by destination Post Offices while packages are still normally en-route and delivered. Could you please wait 1-2 weeks and see if it will arrive or not? And your ticket has been replied. Thanks.

    Be happy. ( *^_^* )
    Posts(5502) | Reviews | Tip post

  • Egeltje Tuesday, September 25, 2018 5:26 PM Reply

    Same problem here,


    Got delivered a product Dead On Arrival, there have been several messages about sending pictures and a video which I did. But haven't heard of DX for over a month!!!


    Ticket: 2C044DD57909485BAB891348B6832987    


    I was happy with their initial fast response but now nothing more than disappointed.


    Ruud

    Posts(1) | Reviews | Tip post

  • sanjeevnuts Wednesday, October 03, 2018 2:36 AM Reply

    Same problem here. Been waiting a month to get RMA instructions to send back defective item. They do respond now and then but are beating around the bush.


    Looks like everyone is on a holiday.


    @gasbag11

    Backlog is not an excuse for busy/holiday season. Hire more people. Otherwise do not accept order volumes you cannot handle due to holidays.


    Siting on customer's cash is the worst kind of customer service.

    Posts(13) | Reviews | Tip post

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