Poor customer service Efun - SORTED

[Bobsbeer]

I placed an order with Efun which arrived on 23/1/16.  It was for an iStick Basic.  Placed the unit on charge, and after 24 hours, it still would not charge.  Clearly a problem so on 24/1/16 contacted Efun support via email.  They did reply the following day and asked for a video of the faulty unit, which I took and emailed.  They replied to say they could not open the attached video, so uploaded to You Tube and emailed the link.  That was on the 26th.  Since then nothing, nada, not a peep.  I emailed them on 29th to ask what was happening.  No reply.  I realise that CNY has been taking place, but that does not excuse doing nothing for a month.  I am beginning to think Efun are not much better than Gearbest in terms of customer service and makes me question using them again in the future.  

Perhaps emmajojo  you could look into this and ask them to sort it out ASAP.  Order #100023644. Thanks

[Deleted]

Not really what we want to hear Bobsbeer. You know as well as the rest of us that it is awkward when things go wrong with a China order. There's awkward and down right ignorance. The first you can work round the second is like banging your head off a brick wall. Hope enlisting the help of their rep here gets your issue resolved. You paid your cash, your entitled to a product fit for purpose.

[car147]

Ordered a few items from them prior to Xmas, luckily i have had no issues as they have all worked, but i always say you can tell the better suppliers when things go wrong, FT for example have always sorted out the issue as have Focalecig , yes it takes them a few days to go through the pic/vid they require, but then its always been resolved.

[Perpetua]

I've popped your thread onto the Vendor Review Board Bobsbeer . . . . when emmajojo is next online then she ought to pick up the tags and hopefully resolve the issue for you.

[jtc]

Good luck Bobsbeer

[Bobsbeer]

I'm not blaming EFun for the failure in the unit. They shipped the unit quickly, and had it worked I would have been very pleased with the service. They initially replied quickly, but have since forgotten about me, or thought I would go away. Hopefully by tagging emmajojo she can kick a few butts, and all will be resolved. At this point I'm happy to accept the excuse they forgot about me with the holiday, but now they are back they need to resolve this in double time.

[emmajojo]

Hello Bobsbeer ,
Sorry to hear that , first I apologize for our delay response to you , it is really unwilling to make you feel bad , I have reported it to our leader , and they will be punished by his careless work , it is unbearable to don't response email. Please show your video to [e-mail] , this is my email , I will help you to solve the problem asap.

[yahoo2u2]

Feb 25, 2016 7:31:37 GMT emmajojo said:

Hello Bobsbeer ,
Sorry to hear that , first I apologize for our delay response to you , it is really unwilling to make you feel bad , I have reported it to our leader , and they will be punished by his careless work , it is unbearable to don't response email. Please show your video to [e-mail] , this is my email , I will help you to solve the problem asap.

Its nice you replied and hope it gets sorted, but I dont think anyone would want someone PUNISHED, maybe a little better training would do just as well.

[RangersBillyBoy]

Feb 25, 2016 7:37:44 GMT yahoo2u2 said:

Feb 25, 2016 7:31:37 GMT emmajojo said:

Hello Bobsbeer ,
Sorry to hear that , first I apologize for our delay response to you , it is really unwilling to make you feel bad , I have reported it to our leader , and they will be punished by his careless work , it is unbearable to don't response email. Please show your video to [e-mail] , this is my email , I will help you to solve the problem asap.

Its nice you replied and hope it gets sorted, but I dont think anyone would want someone PUNISHED, maybe a little better training would do just as well.

I was going to say something similar.
A line manager ticking off perhaps. 

Clearly it's lost in translation (I'm hoping.)

[smokingaces]

I have had too dealing with there customer service, 1st was on a order with a item missing they refund within 24 hours of notice 2nd was my noisy cricket when arrived there was no button sent pics and ask if they could forward me a firing button, they replied that it would be better too just refund, which they did this time took a few days, got a replacement button for $5 so happy days.

[Bobsbeer]

Thanks very much emmajojo it looks like your butt kicking has done the job. I had an email reply from Support and a person called Richard asking for a picture of the security label, which I sent this morning. A short while later I had a reply to say that the unit was faulty and a full refund would be made. Apparently the person who was dealing with my issue did not return to work after holiday, and as a result my issue got lost in the system. After Emmajojo's reply I had visions of a severe beating behind the bike shed going on, but I guess it was nothing quite so dramatic. Anyway all now resolved in quick time once I raised the issue. EFun sir, you are forgiven.

[Deleted]

glad you getting it sorted Bobsbeer

[Perpetua]

Good news Bobsbeer . . . . and thank you emmajojo for resolving the issue so swiftly.

[phtumshk]

Great stuff.

[Bobsbeer]

All is now sorted and the money is back in my Paypal account. Very swiftly handled. Now to go spend it again. icon_shoppingm