Support does not answer at all

[melnikovandrey88 1]

Some time ago, I have written to the support to cancel my pre-order. After several letters, support forwarded my request to the people who authorized to issue refund. It was 2 weeks ago, then they disappeared.  I have not received my money, they have not informed me about status of my refund. I wrote a new letter to the support on the last week, they even did not reply to that letter.

Could somebody explain what does happen?

 

[windraver 63]

Probably lunar New year. Try following up again and wait another week.

[_DW_ 628]

Only a director can refund the money.  So it depends on their availability so there can be a delay I'd give it a few more days then contact again.

( @Erik just tagging you for your visibility )

[melnikovandrey88 1]

3 hours ago I received email with confirmation of my refund. So, now i will be waiting notification from my bank.

4 hours ago, _DW_ said:

Only a director can refund the money.  So it depends on their availability so there can be a delay I'd give it a few more days then contact again.

( @Erik just tagging you for your visibility )

_DW_ perhaps your tagging helped me=))

[_DW_ 628]

22 minutes ago, melnikovandrey88 said:

3 hours ago I received email with confirmation of my refund. So, now i will be waiting notification from my bank.

_DW_ perhaps your tagging helped me=))

NP glad its been sorted for you.  But shame to see someone go! 😉 

[skyvale 0]

I've been trying to get a refund for my pre-order for a month now. Support told me refunds take about a week to process, but I have heard no word. I understand it is a small start-up company, but I am feeling scammed considering I also waited over six months for a phone.

I'm assuming everyone here didn't choose to ask for refunds, but I guess I'm just looking for some reassurance.

[everlast4308 30]

I almost requested a refund, just a few weeks ago. I had been waiting almost 1 year (since Feb 2019).

Two main considerations I had at that time:
# 1 -- Is this a scam?
# 2 -- If not, how long might it be?

We are lucky to have a lot of data now, that #1 should not be a concern anymore. Yes they messed up a bunch, bad service, huge delays. But at least it's not a scam, in the sense like, they're not just taking your money and running off to an island. No way, it's pretty clear at this level of fulfillment, that's not the case. (PHEW!)

But yeah it's still a struggle, and I understand it's really annoying to suffer the long waits, and then try a different solution (refund) only to have to wait a long time for that too, ughhhh!!!

But I really wanted to share how similar I felt, and try to reassure you that eventually this will get sorted out. I feel much more confident about that now than I did just a few weeks ago.

[EskeRahn 5,471]

Sounds odd. Just to be sure, did you send more mails? As this will move your mail to the back of the support queue each time?

Let us flag @Erik and maybe he can see if something gone wrong somewhere.

As I understand from other posts, the procedure is that they ask you back if you are sure, and if you confirm this, one of the bosses needs to approve a refund, before it is initiated.

[skyvale 0]

I originally asked for a refund on January 3rd and got a quick reply, asking me to confirm my choice for a refund. I replied, confirming, and didn't hear back.

I waited about two weeks and tried sending another support ticket, asking for an update. I received another email almost immediately, acknowledging I want a refund and saying that a refund will take less than a week to process.

It's been another two weeks since that last message. I haven't sent another support ticket, but I still haven't heard anything.

[silversolver 849]

It's silly to ask for a refund at this point. Have a nudge more patience and you'll have the device. You ordered it because you'd like to have it, right?

[skyvale 0]

Originally, yes, I wanted it.

But the phone I had broke so I had to get a new one last month, and now I don't need another phone. It would be pointless for me to get it at this point.

I tried to wait, since they said it would be shipped by the New Year's, but again, another delay. It's at least the 5th time they promised by the end of a month only to delay it, so I just had to give up and get a phone because I couldn't be without one for longer.

Edited February 1, 2020 by skyvale

[silversolver 849]

Sell the keyboardless one when your AMAZING phone arrives. There will always be plenty of suckers for phones without keyboards, while you can be part of the people who know better. :)

[skyvale 0]

At this point, it may be my only option to do that. But, I hope it doesn't come to that, because I will still likely lose $100-200 by re-selling.

[SchattengestaIt 559]

I have read a couple of times that support was responding very slowly in the last week. It might be that the support sits in China as well and there lies the problem.

The earlier message might got overread. Shouldn't happen but we all are humans after all.

I guess that Erik will be able to help you there and I'm sure you will get your refund even now. In the worst case you would give it back or resell it for ~750€/$ (the current price) and still lose no money.

[mv 85]

Hey all, they have been slow, but understandable, I have to say they have been great and informative in my experience. I know it is a lot to ask but patience while they are handling a ton of requests.