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Refund request ignored


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I've been having my emails regarding information about my payment ignored for over a week, and as of the past few days emails regarding my cancellation request and refund ignored. As a customer I'm curious as to weather or not anyone actually works at this company.  I don't mean to sound crass but my money was gladly withdrawn from my account and now my order is in a perpetual state of limbo and nobody is addressing my concerns.

I would have loved a phone, would have settled for a response, and now all i want is my money back.

 

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I wound up being shipped the phone anyways a month after requesting the refund... Using it since I couldn't resist opening the box but really wish they could update the software which should have been finalized first.

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thanks for the feedback,

all the emails were sent through their email widget on the website.

@adrianspawn did they respond to your refund request? or just ignored it?

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11 minutes ago, lpc1 said:

I'm mostly concerned about the lack of feedback.

This is probably one of the latest update from FxTec staff:

Now if you read between the lines what @Erik really means is that they are completely overwhelmed with the workload.
I'm trying to organise RMA for one of my Pro1 assuming I won't see it again for at least 6 weeks.

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I have now processed the refund request for you. We're just a little overwhelmed at the moment, but we should get back to everyone by the end of this week.  Workload piling from months of lockdowns has to be done in a few weeks.

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@Erik
Mine is ignored as well. I confirmed it immediately and gave them my bank account. Since then, three weeks passed. I even wrote them another reminder mail a week ago, but nothing happened.
Would be great if you could refund me as well so that I won't get another phone I don't need anymore (I bought a used one instead). The return cost would be more expensive.

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1 hour ago, SchattengestaIt said:

@Erik
Mine is ignored as well. I confirmed it immediately and gave them my bank account. Since then, three weeks passed. I even wrote them another reminder mail a week ago, but nothing happened.
Would be great if you could refund me as well so that I won't get another phone I don't need anymore (I bought a used one instead). The return cost would be more expensive.

Bank account transfers are more complicated. Our bank here in the UK requires a director to physically visit a bank branch just to add a new payee to the account. I will chase someone. 

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8 hours ago, Erik said:

Bank account transfers are more complicated. Our bank here in the UK requires a director to physically visit a bank branch just to add a new payee to the account. I will chase someone. 

How come that in 2020, when everything's done online, you need to visit a bank branch to add a new payee?

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12 hours ago, marmistrz said:

How come that in 2020, when everything's done online, you need to visit a bank branch to add a new payee?

Just UK banking things 😀

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  • 2 weeks later...

Another two weeks have passed. Still no refund or any notice that the refund was made.
I really do not want to go to my bank and ask them for forcing the refund but I am waiting six weeks now and I'm getting impatient (also I do need the money for other things too).

Edit: They reacted in less than twelve hours (see below).

Edited by SchattengestaIt
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1 hour ago, SchattengestaIt said:

I just wanted to inform you all that I received my refund just in this minute (realtime transfer).
It took a while but they are definitely not scamming anybody.

Indeed. They can be rightfully accused for many things, but they are not scammers. 

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3 hours ago, Val said:

Indeed. They can be rightfully accused for many things, but they are not scammers. 

Right. A lot of us have already received their order - including me - and they are still sending out units.

I hope they can fulfill all of their current orders soon.

This is a really good phone, so I hope others will also have this piece of rare style but very useful phone with a great keyboard (especially the non-shifted QWERTZ variant but this is only my own opinion as never used the shifted QWERTY one).

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  • 4 weeks later...

Unfortunately I have the same problem.

I ordered the phone on November 30 and never got it. I was a patient customer, monitored this forum and was thrilled to finally get my hands on a phone with a physical keyboard.

After I had to buy an alternative device, I cancelled my order on June 17. Today, more than seven weeks and some emails later, I still haven't received my refund.

We have heard many excuses in the last months, and of course it was never f(x)tec's fault. While I could understand many of them, a company that is not able to perform essential business operations (transferring money to someone) without whining that this is really complicated is a bit irritating for me.

Just to understand myself correctly: I don't think they are scammers either. In fact I think they are very dedicated people who have developed a good and innovative phone. Nevertheless, I am quite disappointed about the handling of my order and cancellation. I now have to enforce the refund, which will cost both parties time and money, and I am a bit sad that this will be the end of my Pro1 story. This is one reason why I share it here. The other reason is that some people got a refund after posting here. So it's kind of a last hope to settle this thing.

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2 hours ago, Helge Martin said:

...a company that is not able to perform essential business operations (transferring money to someone) without whining that this is really complicated is a bit irritating for me.

I think it all comes down to one simple thing: A small company with very few people, that have to be everywhere doing everything 24x7x52...

But SURE it is annoying that refunds are not a simple online operation - but as they explained to us before the UK bank got a special requirement for a director to physically visit the bank to do so. And that is a LOT of expensive time wasted for a CEO, so I guess they try to collect a bunch before going - and (hopefully) refund requests are rare....

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On 8/7/2020 at 2:02 PM, EskeRahn said:

But SURE it is annoying that refunds are not a simple online operation - but as they explained to us before the UK bank got a special requirement for a director to physically visit the bank to do so. And that is a LOT of expensive time wasted for a CEO, so I guess they try to collect a bunch before going - and (hopefully) refund requests are rare....

Thank you for your encouraging answer.

I am pretty sure that this is not a standard requirement of banks in the UK. To me it looks more like an f(x)tec internal policy or a bank with trust issues with a customer.

Regardless, to me it would be a very crazy combination if you have to make transactions in person but do not visit the bank for two month - no matter how busy you are waiting for your phones to be shipped. They would be very lucky if they had to pay not a single other bill in this period.

I am sorry for the tone of this postings, which is usually not my style. I guess I am just disappointed that there is still no reaction. It will cost me over 10% of the money to enforce the refund and I really had to scrimp and save for that phone I never got.

If they are not in financial troubles, I do not understand why they do not respond - risking people running around the internet and spreading warnings on their credibility.

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15 minutes ago, Helge Martin said:

Regardless, to me it would be a very crazy combination if you have to make transactions in person but do not visit the bank for two month - no matter how busy you are waiting for your phones to be shipped. They would be very lucky if they had to pay not a single other bill in this period.

There is a principal difference in paying a bill and making a refund... It could be their specific bank's requirement or some general rule - I do not know. We would need someone with detailed knowledge on how UK banks do stuff to give an exact answer. I just reposted what they have stated earlier.

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If they are doing refunds via IBAN makes sense a bit, I have to go into my bank as the website and app don't allow it.  You can make transfers to UK account's easily just need the sort code and account number.

 

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Yeah, that could be a reason. And I'm really not in a position to make hypothetical assumptions about their banking conditions. So I apologize for that. It is indeed quite funny how often we speculate in this forum about what might be the reason for what, poking around in the dark (especially with regard to delivery delays and communication policy). 😅

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I've seen this with another small company that a bigger investor demanded a physical action with a notification for any kind of unusual money transfer in order to prevent money loss or theft. It could very well be an internal policy with the same reasons since they can't risk any loss of money.

What I find most difficult here is that the order doesn't seem to be cancelled until the refund is done. The worst thing for Fxtec would be that the device gets delivered and has to be sent back since it wouldn't be needed anymore. That would be a huge loss of money that would be easy to prevent.
I still hope that you guys get your money back very soon without having to force it back.

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