My tablet went in for repair under warranty and was swapped for a BROKEN refurbished eBook reader or lesser value.
Hipstreet Customer Support Log
My tablet froze while writing an email. I contacted support via online chat and we attempted a repair. When that failed, they called voice to attempt a few more difficult things. All failed. They requested a copy of my reciept to verify warranty and was given Case #: XXXXX and RMA #: **** and told to mail the defective unit for diagnosis. Diagnosis revealed that it was unrepairable and they mailed me a "new unit". The unit I recieved was not "new at all". It was a used, refurbished, previous model with a physically defective screen, buttons that boardered on failure and a different operating system. IT WAS NOT THE TABLET I SENT IN!!!
I reported these problems and was instructed to mail the unit back for diagnostics. They recieved the unit and report the unit is in working order.
I was informed at that time that the unit I had was discontinued, this is the unit they are replacing it with. They did not notify me of the "replacement to a lesser device".
I have requested a refund if the unit cannot be repaired or replaced with the same make, model and operating system. I was denied this option entirly!
RMA and Customer Service Manager
560 Denison Street, Unit 5
Markham, Ontario, L3R 2M8
XXX-XXX-XXXX Ext XXX
If the unit has been discontinued and they cannot provide me a new replacement under what I understand to be a standard canadian agreement then I herby request that full monarary refund of the device and all expences as a result of its lack of repair or proper replacement.
Cost of the original tablet $155.90
Cost of initial repair shipping $30.79
Cost of returning defective ereader $22.13
Total sought for Refund: $208.82
The customer had contacted us June 25, 2015 with an issue with his product and after we were unable to troubleshot the problem over the phone our next step was to confirm proof of purchase to provide an RMA, which was purchased March 10 2014 (03/10/14 confirmed with store #**** date code) from ******** and was technically out of warranty as we only provide a standard one year warranty, but we sometimes go outside of the warranty to help our customers and I had approved in this case to allow a repair or replacement.
We received the device July 2 which was confirmed to be a ***** * rev 1 (9DTB7) OS 4.2 and deemed defective and we replaced with a ***** * rev 2 (9DTB7A) OS 4.4 which was an upgrade in firmware and hardware and based on the condition of the device received in we replaced with an equivalent condition model if not better condition model for a customer who had had his device for over a year.
We were contacted again that the device was received but had a list of issues and was not happy with the replacement, so we requested that the customer return the device and we would evaluate the concerns. Once back on site we checked the device per issues the customer was having and per standard spec test and tested customer issues found no issues with the device. We informed the customer that no issues were found and that the problem he had with a function required a different step to complete and that we would be returning the same tablet.
We have provided the customer with a fully functioning newer version replacement of their original product and cannot offer a refund as their device was out of warranty (purchased March 10, 2014) and also discontinued. If the customer does have an issue with the replacement product we have approved a standard 90 day warranty that we will support the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
The first thing I did when the tablet crashed was to go to ********* to see about replacement. When I showed them the receipt, they confirmed for me OVER THE COUNTER that the device was purchased OCTOBER 3rd, 2014 and is beyond their typical 7 day exchange policy if you don't buy the extended insurance.
After reviewing countless webpages, I have learned (though not absolutely) that the ****** is an European/Oriental version of the hardware. It was made that way to prevent international knockoffs from entering the Americas and vs versa. The replacement unit is one of those illegal knockoffs!!!
The device they sent me was not of like condition, not at all. My tablet had been pampered it existence and even had a non static mat and private charging table. The replacement screen was scratched, defective display, resistive touch, buttons soft and about to fail, and USA/China software. Basically, someone did a VERY BAD job refurbishing a USED AND DEFECTIVE unit and is now trying to dump the unit on me. I wont have this error.
I returned the defective substandard off-continent replacement with a list of problems. In their infinite wisdom, they deem that these defects do not exist and have again sent me the same defective tablet back (it has not been received) regardless of my exclamations otherwise.
I HAVE AN EMAIL FROM THE REPRESENTATIVE DETAILING... When I first attempted to report the replacements issues, I was initially told that it was in part due to the distance between us and that shipping it may have caused damage.
All evasion to the responsibility even then.
It is my believe that they are doing this in order to alleviate themselves of the obligation of warentee and are attempting to dump their issue onto the post office as a damaged claim instead.
Final Consumer Response
This company has finally elected to ship me a Grade #1 unit to replace my warrentee device. It has cause much greif and expence to have this completed with such difficulty that the matter should have been resolved this way in the first place.
Though I concider the matter complete and final now, I should like this complaint to remain on file as a record of these difficulties.