Double Power Technology, Inc

Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Customer,
Please contact our customer service at XXX-XXX-XXXX, and follow their instruction to resolve your issue
Thank you!

Initial Business Response /* (1000, 5, 2015/05/11) */
Contact Name and Title: ***
Contact Phone: :(XXX)XXX-XXXX ext *
Contact Email: ***@doublepowertech.com
Hi ***
we apologize to hear about this from you
we can issue a shipping label to you, and you won't spend any money on it
But it just need to take you a little time
How would you like me to process shipping label for you? you want me send it by mail or send to your email? I can do either way
please advise
also I will forward my contact information on above, if you have any questions just contact with me
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
After contacting the company about the issue the company representatives say to me they will send me a shipping label to return the item yet again without having to pay more shippingI am now waiting to return the defective item with hopes I have one returned to me without more/different defects as I have already endured a defective item twice and feel as if there was hope I wouldn't notice the obvious and upsetting defects that I never did expect upon original purchase of the deviceWhat got my nerves a bit was how the representative attempted to claim the defects were due to the shipping company and unless the shipping company is able to pry open the device, place the visible dust particles inside the device, I won't believe it though there is a visible mark on one of the corners of the tablet screen as if it was a point where the device was pried open but given what I know, it is best I get a new tablet without defects so as I don't feel more as a victim of online scams
Final Business Response /* (4000, 9, 2015/05/12) */
Yes, we will send shipping label to your email address, please check with your email
Any questions please let me know
Thanks ~
Final Consumer Response /* (2000, 16, 2015/06/23) */
I have finally received a tablet without defects as I have examined the device and have seen no defects thus farThank you for the assistance

Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title:***-Sales Assistant
Contact Phone: ***
Contact Email: ***@doublepowertech.com
Dear Ms***,
I am sorry for the inconvenience that our mistakes brought for youIf you can send your
tablet back, I can keep me eyes on the replacement and make sure it will be shipped to you within days once we receive itI am appreciate for your corporation and time
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been put off and put off by this company since February I've sent it back times and was promised by a supervisor before I returned it the last time that they were replacing the unit not repairing itwhen I received the unit it was the original unit repaired yet again,it lasted daysthen after making several more calls I was made another promise that they would send me a new uniti called days later to get the tracking # no one new anything about the agreement made with the particular supervisor so I spent weeks trying to get him to call me, or trying to get hold of him but they kept putting me off againonly after making this complaint I received the first call from them, on my last contact with them I agreed to send back the defective tablet because again I had the same problems with it having colored lines and snowy screens and finally it stopped working completely, and would not come on past the GO screenThe 1st call I received from them, after making this complaint I was told they were emailing a shipping label and I would receive it the next day, Today I was contacted and told it would take another day for them to EMAIL a shipping label......I told the that was unacceptable and subsequently told I would have it by the end of the dayIf I ever receive the new tablet I will post a resolution to the complain and only then
Final Business Response /* (4000, 9, 2015/06/03) */
Dear Customer,
I am so sorry for the delay of issuing the shipping labelHowever, we tried our best to make it process fasterSince our customer service center need you agreement for shipping the defective tablet back first to make the replacement for you, so it took some days delay for our them to report a need of issuing a shipping label for you
I have already informed our inventory and shipping staff about your emergency case, so we will ship a new tablet to your immediately after we recieve your defective oneI will also make sure it will get to you in three daysThank you for your patience
Best Regards,
***
Double Power Technology, Inc
Final Consumer Response /* (2000, 14, 2015/06/23) */

Initial Business Response /* (1000, 5, 2015/06/17) */
We are sorry about the inconvenience that we brought to you in the communication processPlease confirm the contact information you have right now matches with the one is listed on the User Manual
For any of your EMissues, please
contact our Customer Service at (XXX) XXX-XXXXThey will issue a RMA# for your defective unit with some further instructions for the return and repairsThank you
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to explain, the customer service was kinda rude and said not only did I have to pay $bur have to pay to ship itI Had them fix my tablet before with no issues but I dont think I wwould trust them after waiting so long and then for the to be rude about it and fake concern
Final Business Response /* (4000, 9, 2015/06/24) */
Dear Ms***,
I apologize for any problem our product and service brought to you, but I think there may be some misunderstandings exist in the communication process
Based upon our Limited Warranty Policy that is stated in your User Manual, there would be a year warranty on parts and days labor warranty for the unit you purchasedSince you stated you purchase the product on February 2014, it would be $labor fee charge for repairs
However, as you mentioned in the response, you had us fix your tablet beforeWe found your previous RMA (DXXXXXX) in our systemWe noticed the date we repaired your tablet was on August 11, 2014, which was also the date we restart the counting for the Limited Warranty Policy daysHowever, by the day you reported another problem with your tablet, the labor warranty has already expiredTherefore, it would be the reason that you need to pay $this timeHope I resolve your concernThank you
Best,
***

Initial Business Response /* (1000, 6, 2016/08/05) */
We will contact the customer for solve the issueThanks
Initial Consumer Rebuttal /* (2000, 8, 2016/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They contacted me yesterday and provided me with a RMA
number so that I can send it to them for repairsI am ok if they could repair my laptop without any additional charges, since it is still under warrantyThank you for helping me out

Initial Business Response /* (1000, 5, 2015/08/05) */
Sorry for the inconvenience that we brought to you.
In your previous correspondence, you had requested your money back. However, I am sorry to inform you that we do not issue refunds since we are only the after-sale service which only...

provides repair and replacements. Refunds can be done at the place where you purchased your unit.
We could repair or replace you defective unit if you send it in. Please feel free to contact us at (XXX)XXX-XXXX if you have any question. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A complete refund is not possible from Walmart.com because they cover 90 days from date of purchase and the tablet was purchased on April 7, 2015. I would settle for a replacement product but I will not pay you any more money than I have already paid you for the defective product. I should not have to keep on paying more and more and more money to get a working product that you sell. If you sell something that something should not die after 4 months of use. Getting a new replacement of the same product, as long as it has a new warranty so when it too croaks after a few months then you can replace that one also, although very inconvenient, is acceptable. Know this, and I am sure other consumers feel the same way, A product sold, regardless of its price needs to last longer than a few months. This tablet did not even go 6 months before it croaked and that by any consumers standards is not acceptable. If you ship a new replacement product and include a return postage label so that I can ship the junk tablet back to you, that is a acceptable solution. Making a consumer pay more money to mail your junk back to you when they should not need to to that is completely unacceptable.
Final Business Response /* (4000, 27, 2015/08/21) */
Dear Customer,
We have replied to you from the email you sent the purchase proof. Please follow the instructions from the email and return your tablet to us for repair.
Thank you for your business to us.
Final Consumer Response /* (4200, 29, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your email, of course as you already know, requests that I send more of my hard earned money to you. Referring to the email so other hard working consumers can not see it is pathetic as is your products and your company. I would not have a problem paying to fix something that is worth fixing, even though that something died within 4 months. Your products that you sell are not even close to worth paying another cent on. I have told you what I will settle for and that is that! Let all the hard working people in the world see this complaint and know that if they buy anything that you make, they will be very very very sorry. Do not bother to reply to this complaint with anymore answers that do not mean anything and do not send me any more emails unless it is to state you are sending a postage paid self addressed label to send back you junk product.

Initial Business Response /* (1000, 5, 2015/07/20) */
Sorry for the delay of the process of your lost package case. Based on the shipment record on our file, we shipped the repaired unit back to you on April 08, 2015, but it indicated the address is incorrect or undeliverable, so FedEx sent it back...

to us. However, we never got the package returned to us and the tracking information indicates the package is in transit to us as for the latest updated on April 22. We filed a claim with FedEx about the lost package on June 30, 2015 after our customer service received your call. FedEx usually takes 15 to 30 business days to process Smartpost claims, so we are still waiting for their response. After we received the payment from them for the lost package, will we replace your tablet and send to you immediately. Thank you for your understanding and patience. Please let me know if you have any questions.
Best Regards,
Poppy

Initial Business Response /* (1000, 5, 2015/06/15) */
Dear customer,
Sorry for the confusion that we brought to you. However, according to the limited warranty that stated in the user manual, there is a 1-year warrant on parts, like keyboard, and 90 days labor for new units or a 90-days warranty...

on parts and 90 days labor for refurbished units. As you mentioned above, you tablet is out of warranty not matter which kind of unit you purchased. Therefore, it would be $50 labor fee for repairing the GS918. I am sorry, it is our policy, I hope you can understand. Thank you.
Best Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/14) */
Hi [redacted]
I'm so sorry to hear that from you.
in our company's policy,for first time to repair we won't provide any shipping label in it. but in you case I can process that for you because you purchased 2 tablets from us. please email me...

your contact information then I can issue a shipping label and RMA# for you.
Email: [redacted]@doublepowertech.com
Thanks~
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I have paid for the shipping cost but I don't appreciate the fact that I had so many problems with their employees being so rude and not putting me through to the supervisor when I asked them to iI was told I would get. A call back and never did it or I was told there wasn't one there
Final Business Response /* (4000, 9, 2015/05/19) */
Hi [redacted]
in our previous conversation, I promised you, we will send shipping label to ur email if you accept to do this why.
I understand your issues, we so apologized that. But if you want to refund or return them please contact with your purchased store.
Thank you.
Final Consumer Response /* (2000, 11, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I ask is in the future that if I call and ask for a supervisor that they be one answer or be there

Initial Business Response /* (1000, 5, 2015/05/19) */
Hi [redacted]
we apologized that, I know u frustrated. I just need one thing from you:1.please proved your few RMAs record, I need your used to RMA#. Because I just check our system , there was nothing relative with ur name. If you do provide...

your used to RMA# I can process you to change a another one.
But if you want to refund, unfortunately we cannot do this way for you. You have to refund with your purchased store.
any questions please let me know.
my email is:[redacted]@doublepowertech.com

Initial Business Response /* (1000, 5, 2015/08/06) */
we are sorry about the inconvenience that we brought to you in the communication process. We no longer use the phone number shows on the website you referred and we also changed the address to [redacted]
You...

can ship your tablet back to us and we can repair it for you. Please contact our Customer Service at (XXX) XXX-XXXX. They will issue a RMA# for your defective unit with some further instructions for the return and replacement.

Thank you.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm willing to accept what the company has said and their willingness to resolve the situation. I will follow their instructions. Moving forward, I would recommend the company to update their contact information with Groupon so this would never happen again.
Final Business Response /* (4000, 19, 2015/08/14) */
Dear Customer,
I apologize for the inconvenience we brought to you. Please email your purchase proof to email: [redacted]@doublepowertech.com, so I could help with your issue directly.
The purchase proof should contain the item # and the purchase date on it.
Thank you for your business!
Final Consumer Response /* (2000, 21, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I submitted the information the company requested on 8/14/15. I hope this will be finalized. If not, I will let you know.
Mrs. [redacted]

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear Customer,
We are sorry for the trouble you experienced.
Regarding your request, I'm sorry, but it is our company's policy that customers need to ship their tablets to us to fix. Comparing from leaving the tablet lying there, I believe...

it will be better to fix it, and make your son happy again!
As far as refund, I'm afraid you have to contact the retailer that you bought the tablet from. Since we are a wholesale company, we do not issue refund to end users.
Thank you for your purchasing of our tablet.
Hope this could help you with your issue!