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How to raise a RMA/claim

  • t80j Thursday, January 31, 2019 4:55 AM Reply

    Hello,


    I did an order number 180910001051773797. I need to claim one item from it but I cannot raise an RMA. I do not see this order in the new system, I have risen an inquiry more than one and half month ago to add this order to the new system and still, the list is empty.

    When I go to the old system I can find the order and when clicking to RMA it leads to a never-ending circle.

    When I go to help and click on "What is the RMA & returns procedure?" it goes to a page where is only one link https://cs.dx.com/Ticket/Index. When I click it shows this page https://help.dx.com/ instead and I can do it as many times as I like. I tried two different browsers and behavior. is the same.

    I'm very disappointed. Your after sales support is terrible.


    Best regards Tom

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  • Alisa-Deng @DX Staff @DX Staff Tuesday, February 26, 2019 4:19 PM Reply

    Hello @t80j

    Could you please tell us what problem you have with your order.

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  • t80j Tuesday, February 26, 2019 4:41 PM Reply

    Hello there,


    the cable from the order stopped partially working (apple lightning connector does not work) and I would like to claim it. At the beginning of December 2018 I asked to add this order to the new system, but since then nobody cared. I seems to me there is no way how to claim malfunction of any good. I tried that seven times at least, but I cannot do RMA neither in the new system nor the old one.

    Could you help me to solve that?


    Best regards Tom 

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  • Alisa-Deng @DX Staff @DX Staff Thursday, March 7, 2019 4:51 PM Reply

    @t80j

    the order you mentioned is belong to your old order, it is in your old order history. Please go on with the below link to check your order detail:
    http://club.dx.com/forums/forums.dx/threadid.1486111


    If you have any problems with your old order, you can contact us through the  below link:
    https://home.dx.com/ReportsCenter/submitList
    https://home.dx.com/orders/index.html

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  • t80j Saturday, March 9, 2019 4:05 AM Reply


    Hi there,


    it is exactly the problem I described. I will describe step-by-step to show that your system doesn't work at all and I go in circles.


    1) In My Orders, I click on "Historical Order"

    2) I see Order ID 180910001051773797 and I can click on it

    3) I click on RMA button

    4) on page https://my.dx.com/RMA/History?orderNumber=180910001051773797 where I see RMA procedure I click on "Defective Item (URL: https://cs.dx.com/Ticket/Check/Aftersales.Defective)"

    5) this page https://help.dx.com/Customer/index appears instead - only these three buttons are available "Message DX", "FAQ", "Facebook"


    So I follow your second link to report a problem https://home.dx.com/ReportsCenter/submitList

    The page only refers that on the order page is Contact Now link, but there isn't any

    I can report Report (For Non-Rights Holders), Restricted or Prohibited Products, Search Related Violations, Customs insurance,

    Credit card certificate


    So when I sum up that I can make neither RMA nor contact customer support.


    Could you help me effectivly?


    Best regards Tom


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  • Alisa-Deng @DX Staff @DX Staff Thursday, March 21, 2019 5:59 PM Reply

    @t80j

    Our CS will contact you for your issue, please check your mail box later.

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