Item I recently purchased on eBay. This heater does not work. I'm hoping to resolved the issue with the company by sending them this video link. They claimed they never have had a complaint . After some back and forth eBay messages they offered 2 options. To mail back the defective item back to China and they would send me a new one or send them $3.50 and they would send me another. I then offer they send me a non- defective item and then I'll send them the x$3.50. They just responded with an email where I would PayPal them the s/h $. Is this a language barrier or is this a business ethics barrier? Here's the communications between me and that company as of January 9th 2015:
December 30th 2014
Dear happy-shop09,
I received the item today. It is not heating nor does it turn red as in the pictures in eBay .
- hopes
.....
December 31st 2014
Dear hopes,
Thank you for sharing the challenges you faced with us. We are sorry to understand that item didn't perform up your satisfaction. Please accept our sincere apologies.
Pity to hear that but many other customers purchased this item from us and you are the first one to mention this issue. In order to resolve this challenges in a favorable way, could you please check it carefully to see if there is something wrong with the using method, or could you please do it by the introduction in a right way since we always check our items before shipment to verify they are in a good condition and our products will always be the same as the one you purchased. We are not sure why this issue happened. Once received your reply, further actions will be taken to you. Please be easy and keep in touch.
And it would be much appreciated if you don't leave us any negative/neutral feedback since we have tried the best to assist you to resolve the challenges and neither of us wish such things happen.
Once again, we sincerely apologize for any inconvenience caused.
Yours faithfully,
Iris
- happy-shop09
.........
December 31 2014
Dear happy-shop09,
Hello again,
The item is very simple to operate. The detail you mentioned in your first response to me in terms of never received a complaint on this item is quite impressive. Yet my only concern is that the unit I received doesn't work as described and illustrated on eBay. Please do find my YouTube video link of what I received from your company at: http://youtu.be/YeFA9VaJ2jI
- hopes
.........
January 2nd 2015
Dear hopes,
Thanks for your email and it's our pleasure to serve on you.
Is there any way to fix it?If the problem could be fixed well locally,we will issue partial refund to you.Is it acceptable?If you could advise us better solution,we could figure it out together.Hope you could not leave us any negative or neutral feedback,we are trying our best to help.
Should you have any queries, please feel free to contact us.
Once again, thank you for giving us the opportunity to share with you our products. We strongly believe that quality, blended with excellent service, is the foundation for successful business.
Yours faithfully,
Iris
...........
January 2nd 2015
Dear happy-shop09,
Hello Iris,
Thank you for your response again. Unfortunately I'm not an electrician. My intention is not to sound harsh is saying that the reason most people buy through eBay is to get good working products and good economic bargains. For me to pay for a professional to fix it, then get partial refund is not cost effective nor would be fair for me as a trusting consumer that has a good standing with eBay. I would prefer being sent a working unit or a full refund. This, I believe, would be fair for both of us.
Hopefully,
Jeff
- hopes
.........
January 2nd 2015
Dear hopes,
Thanks for your email and it's our pleasure to serve on you.
We will offer 2 solution to you.
Firstly,Could you please kindly send the item back?Then we will send you replacement free.Secondly,We wonder how about paying us little shipping fee to resend the item for you? The item will be free. You do not need to send the item back.It is fair and acceptable for both of us as you see we offer the item free again without return item.
However if you refuse our suggestion, please tell us on time, this is just a discussion, we never persuade. Hope you don't do bad feedback for us.
Should you have any queries, please feel free to contact us.
Once again, thank you for giving us the opportunity to share with you our products. We strongly believe that quality, blended with excellent service, is the foundation for successful business.
Yours faithfully,
Iris
- happy-shop09
......
January 3rd 2015
Dear happy-shop09,
How much is the small shipping fee and what assurance do I have that it will not be another defective product?
- hopes
.........
January 4th 2015
Dear hopes,
Thanks for your email and it's our pleasure to serve on you.
We wonder if $3.5 for shipping is ok for you?
Should you have any queries, please feel free to contact us.
Once again, thank you for giving us the opportunity to share with you our products. We strongly believe that quality, blended with excellent service, is the foundation for successful business.
Yours faithfully,
Iris
- happy-shop09
.......
January 5th 2015
Dear happy-shop09,
Please send me the item. I will send you the $3.5 for shipping via PayPal , once I inspect the sent item and am satisfied that it is not another defective item.
- hopes
..........
January 5th 2015
Dear hopes,
You could pay us via Send money. Please kindly offer the transaction id .Below are the steps:
Log in your Paypal account -- Click 'Send money' -- Enter our Paypal address(chinatera@gmail.com )(this is the paypal account you once paid for when you order it) and insert the amount you need to pay for us -- Continue - Completed
Should you have any queries, please feel free to contact us.
Pls kindly inform us the transaction ID after your payment, so that we can check,many thanks.
Hope hear from you soon.
Yours sincerely
Iris
- happy-shop09
.........
January 7th 2015
Dear happy-shop09,
I think you didn't understand my last communication . Please re-read.
- hopes
.........
Dear hopes,
Thanks for your email and it's our pleasure to serve on you.
Dear friend,we are really sorry that we could only send after payment.
Should you have any queries, please feel free to contact us.
Once again, thank you for giving us the opportunity to share with you our products. We strongly believe that quality, blended with excellent service, is the foundation for successful business.
Yours faithfully,
Iris
- happy-shop09
...........
January 8th 2015
Dear hopes,
Thanks for your email and it's our pleasure to serve on you.
Dear friend,we are really sorry for the inconvenience.We wonder if there is any way to fix the problem .Hope you could also kindly understand us.If our solution is not acceptable for you,could you please kindly advise us your suggested solution.Then we could figure it out together.Hope you could not leave us any negative or neutral feedback.We are trying our best to help.
Should you have any queries, please feel free to contact us.
Once again, thank you for giving us the opportunity to share with you our products. We strongly believe that quality, blended with excellent service, is the foundation for successful business.
Yours faithfully,
Iris
- happy-shop09
........
January 8th 2015
Dear happy-shop09,
Iris,
Unfortunately for me, it was not a pleasure doing business with your company. Apparently there has been another eBay customer that has had the same negative experience. I will express my displeasure and dissatisfaction in an upcoming feedback, Facebook , consumer blog and a detailed YouTube review.
- hopes
.......
January 8th 2015
Dear hopes,
Thanks for your email and it's our pleasure to serve on you.
Dear friend,we are really sorry for the inconvenience.We wonder if there is any way to fix the problem .Hope you could also kindly understand us.If our solution is not acceptable for you,could you please kindly advise us your suggested solution.Then we could figure it out together.Hope you could not leave us any negative or neutral feedback.We are trying our best to help.
Should you have any queries, please feel free to contact us.
Once again, thank you for giving us the opportunity to share with you our products. We strongly believe that quality, blended with excellent service, is the foundation for successful business.
Yours faithfully,
Iris
....
January 9th 2015
Dear happy-shop09,
Hello Iris,
Send me the product that I had originally ordered. I originally paid for an item that was to be new, without defect and I also paid for such item's s/h. I paid in advance as well as having to wait 20 days for it's arrival. I only have had this problem for two other eBay sellers in all my years of buying through eBay . These two companies have sent me working new items immediately without the inconvenience of my having to pay another s/h fee. That is what I call good business. They have kept as a customer. I was hoping your item would be a good product, so I would purchase more as gifts for my friends and coworkers. Now I'm more reluctant about the ethics of your company than I am about the actual product. I sincerely suggest that you improve on your customer service policies and swallow the s/ h costs.
- hopes
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