Global Phoenix Computer T&S

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I don't want another refurbished tabletThis is third one in less that two monthsI shouldn't have to pay for shipping or anything else from them Regards, [redacted]

Both tablets were received at our returns deptand checked in on Jan4, Replacement tablets were shipped on Jan15, with USPS Priority, tracking number [redacted] Both were delivered back to the customer on Jan19, according to the USPS Geoscan tracking system: January 19, , 1:pmDelivered, In/At Mailbox [redacted] We realize that in this age of "instant" everything that many folks expect instant serviceWe here at Global Phoenix take care in making sure that issues are taken care of as quickly as possible without sacrificing accuracyWe believe that a week turnaround time for warranty service related returns is above the National average for technology related productsThank you for the concern, and again for your businessWe hope you will visit us again soonRegards, Global PCT Customer Care

Thank you for your commentWe apologize for any issues you may be having with your orderIt is true that we received the tablet with a damaged screenOur policy states that we must receive the product back undamaged (even if the tablet has a defect in software, etc.) in order to send a replacementThis is because physical damage due to improper packaging is not covered under the manufacturer's limited warrantyThis policy is the same across the industry for manufacturers of phones, tablets, computers, etcthat have screensThe responsibility for getting the product to us without a cracked screen is the responsibility of the person shipping the productIf the product arrives here with a damaged screen due to improper packaging or handling by the carrier, the customer who shipped the product can file a damage claim with (in this case UPS) to recoup the amount that it was insured forIn that case, we would hold the package for UPS to pick up for inspection for the claimThe tablet would not be shipped back to the customer in this caseIf the customer, on the other hand, chooses not to file a claim, and wants to receive the tablet back with the cracked screen (although there would be no use for a damaged tablet), they can pay a nominal shipping fee of $for us to package it back up and return it to the customerThis shipping fee does not include packaging fees or profit for us, it simply pays for the cost shipping.We are happy to either continue holding the tablet for the customer to file a claim on, and surrender it to UPS for final inspection, or to ship it back to the customer for a $cost of shipping feeThank you and again we apologize for the inconvenience

Having been in business for some years, and having sold hundreds of thousands of tablets, it simply defies logic that we would choose to damage a product in order to gain $However because of the nature of shipping companies, breakable products do have a tendency to get damaged in shipping occasionallyWhenever we send an email with return authorization to a customer for warranty service, we clearly state in all CAPS to not only package the tablet well for the return, but to purchase shipping insurance from the carrier in the event they damage or lose the packageThis way you will be covered if one of those things happenWe also state clearly (because of the breakable nature of tablet screens) that if we receive the tablet back with a damaged screen, the warranty will be voided, and there will be a fee to have the screen replacedThis policy is fairly universal among electronics manufacturersThis customer failed to insure the package, and unfortunately we received it back crackedWe informed her that there would be a $fee to replace the tablet with a brand new one (far below the industry standard cost for broken screen replacement) however the customer refused to take responsibility for the cracked screen or for not purchasing insurance on the package.The litigious nature of this customers public comment accusing our company of "scamming" the public for monetary gain is one we take very seriously, and would advise her very strongly to withdraw that statement to avoid our right to take further legal action

We apologize for any issues you may be having with your orderThis complaint, however, is fairly misleading, leading anyone reading it to believe that the replacement tablet was accidentally shipped to an unknown address in another state that has no relation to the customer filing the complaintIn fact, the address we shipped the replacement to is the exact same address that we shipped the original order toThe customer (sometime between the purchase date and the date he returned the product) moved to another state temporarily, and the address we shipped to is in fact still the address of the customerThe package was delivered to that address and was safely deposited into the customers parcel lockerThe customer informed us that he would be going back to that address sometime in June, but did not want to wait until then and wanted us to issue another tablet to him immediatelySince the tablet we sent is technically in the customers possession (being in his personal parcel locker), we could not send a second one, but offered to contact USPS to see if they could re-route the package to the new addressUnfortunately they were unable to do that since the package had already been deliveredI'm sorry, we do not offer reimbursement for return shippingAs the warranty exchange provider, we will ship a replacement to at no cost to you, however you are responsible for getting the product to us, although we would have been happy to issue a prepaid shipping label to ship the replacement we sent to the old address to the new address under the circumstances.Thank you and again we apologize for the inconvenience, but are happy to hear that you were able to get the package shipped to you from the other address.GPCT

Both replacement tablets were shipped on January by USPS Priority, tracking number [redacted] , and were delivered to this customer on January 19, Proof of delivery by GPS scan can be viewed at https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1= [redacted] .We have fulfilled our obligation to this customer by honoring their warranty in a timely manner.RegardsScott S*Customer ServiceGlobal Phoenix Computer T&S(607)257-7279(866)777-0079fax: (607)257-

The replacement was sent to the customers address that we shipped the original order toUnfortunately we do not reimburse for forwarding packages to a new address, although customers can have free forwarding services through USPS by submitting a change of address and forwarding order for all mailThat way mail sent to a prior address will not pile up or be returned to senderThank you and again we apologize for the inconvenience

I have attached screen shots of our ad, showing that there are options as to how many chairs your order (this has not been changed on eBay), and also of a clearer explanation that if you choose quantity (1) you will receive one chair, and if you choose quantity (2) you will receive (2) chairsYou can also see the prices for (1) chair vs (2) chairsBecause one of the options is to purchase a case of (2) chairs, this customer mistakenly thought he was purchasing (1) case of (2) chairs,, when in reality he was purchasing (1) chair.The 3rd attachment shows the customers order, as sent to us from eBay, which tells us exactly what to send, and how much the customer paidYou can see by this screen shot that the order was for (1) chair, and the customer paid the cost of (1) chair.After the customer filed a complaint with eBay, we followed up with eBay and asked then to offer the customer a return for refund, and eBay said they would, and suggested that the customer should be responsible for the return shipping, since it was his error in choosing the wrong quantity, and for assuming that he was purchasing (2) chairsThe offer was sent to the customer by eBay, however the customer has not returned the chair he received yetAt this time we are willing to accept the chair back for a full refund under the following conditions:1) the chair must be post marked no later than July 31, 20172) the chair must be received in the same condition as it was received (brand new, unused condition)3) the buyer must pay to ship the chair back to us with an insured service to insure it is received in undamaged, new conditionThank you

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. the business has lied they changed the ad with eBay after my complaint which is fraud. The customer service manager clearly admitted on a recoded line that they made a mistake. They never issued a refund as he promised. I will be going public with this through media channels.I have made this a priority to stop companies like this from fraud. I have retained all proper resources and allowed the company to make one last attempt to right the situation. I would be more than happy to send the product back but that was never stated as the customer service manager said he will issue a refund. Social media has been contacted and all proper resources legally will be used to bring this company down for fraud. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Leonid Rozenblat

As you can see from the attached screen shots of our eBay ad, the first attachment shows that there is a drop-down box to choose the quantity of chairs you would like to buyThe top picture shows that when you choose (1) the price is $54.90, and when you choose (2), the price is $(there is a
price break for purchasing a case of (2)).The second picture attachment shows that near the top of the add, in large bold type, we state: Note: 1pcs(includes one chair only) 2pcs(includes two chairs).The 3rd picture attachment shows the order as we received it from eBay, informing us of what the customer purchased, and how much they paidThis is what we use to ship ordersYou can see that the customer chose (1) chair, and paid $We shipped (1) chair to the customer because that is what he paid for.Upon speaking to the eBay support team about this customer's complaint, they informed us that we were in the right, and they assisted us in offering the customer the opportunity to return the chair he received from us back to us for a full refund, however the customer declined to return the chair, and insisted that we send him a free chairUnfortunately we will not be doing that without payment for a second chairThe customer's failure to read the ad before placing the order should not be held against our business.Thank you

I was able to get someone to drive hours to the location in Florida, where the item was incorrectly shippedThe item has since been sent to be, by that personALL COSTS (travel, gas, tolls, and shipping) were paid by me

Thank youWe apologize for any issues you may be having with your orderI contacted UPS, and they denied the damage claim for the returned tablet you sent to us on tracking #*** because if "Insufficient Packaging"They explained to me that the inner box was against the inner wall
of the outer box, with no cushioning to protect it, and hence the damage occurredIn our email to you explaining how to return your product, we stated:"***UPS packages require double boxing with at least 2” of cushioning between the two boxesImproperly packaged returns received damaged will not be processed, and there will be a damaged product fee in order to receive your replacement/refund."The fee for a replacement screen for this model tablet will be $We accept credit/debit cards or PaypalIf you would like a replacement, please arrange for payment to be made, and we will ship a replacement tight away.Thank you and again we apologize for the inconvenience.Sincerely,Scott

As Mr*** stated in his complaint, he did not respond to our request in the email asking: "***If you have changed address since the original delivery date, please reply back asap with your new address." The reason we include this request in our emails is because our system is automated
to send a replacement order to the address in our database, and the only way for that address to be changed is for our office staff to receive an email response from the customer who has moved letting us know that their address has changed, and what that new address is so that we can make the change in our databaseThat way, once the return is received and scanned in at our remote warehouse, the system prints a label for the replacement with the newly updated address.Our warehouse does not open each package to search for hand written notes before the return is processed and shippedThis is the reason we make it very clear in our email to the customer authorizing the return to reply back with their new address if it has changed since placing the original order.In this case, Mr*** requested a return for replacementWe responded with authorization and request for any updates to his addressHe did not respond to that request, so our system generated a replacement to the only address we were aware of in our processing officeThe package was successfully delivered to that addressOnly after the package was delivered did Mr*** attempt to place blame on us and have us ship another order to him in HI

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I find it interesting that I can get no information as to tracking my claim from UPS. No tracking number, no claim number, anything. As a matter of fact, I could not get any reply from Global Phoenix until I contacted the Revdex.com.I sent back a tablet that did not work. They sent me an email saying that if I sent it back, they would send me another one. They did not say they would be fixing it! They are using a technicality to get out of sending me another one. On top of that, they are going to charge me to get my tablet back.But that is okay. I have the internet to tell my story. I have a lot of reviews to complete!
Regards,
*** ***

I'm sorry, we do follow the industry standard requirements for returns, being that the item must be received in undamaged condition in order to be acceptedProducts received in damaged condition are not covered by the manufacturer's warrantyThis is clearly stated in the email we sent with the return instructionsWe did contact UPS to inspect the packaging, and they have told us by phone that the product was improperly packaged for safe transit, that the tablet box inside the outer box was crushed on one corner because it was not secured within the outer box with adequate cushioning, and the claim we filed on your behalf was denied.You can contact UPS at 1-*** to request a printed copy of the damage claim reportOur offer to replace the tablet for $for damaged screen will be available for days from the date of this responseYou may also opt to receive the tablet you sent us in the damaged condition for a shipping fee of $9.Thank you and again we apologize for the inconvenience

Thank youAs any Manufacturer would agree, a proof of purchase is required when utilizing a warranty in order to establish the purchase date of the product, as warranties are time sensitive (unless of course it is a lifetime warranty)Our tablets all come with a year warranty.We never refused to
help this customerWe simply asked on two occasions for her to provide a proof of purchase, which she claims she does not have because she bought it on line at ***.All on-line retailers give access to your purchase history where you can access your invoice, purchase order, receipt, etcin order to be used as a proof of purchase for just such issues as may arise that require warranty serviceWithout one, there is no way for us to know if the product was purchased days ago or years ago.All this customer has to do is provide us with their proof of purchase (which we kindly requested) and we will be more than happy to assist with a repair or replacement under the warranty terms. Because the product was not purchased from our company directly, we cannot issue or authorize a refundThat would be between the purchaser and the retail sellerAs the warranty provider, we can only offer a repair or replacement at our discression.Thank youScott S*Customer Service ManagerGlobal Phoenix Computer T&S

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint is that I was instructed by customer service to send the tablet in to be repairedI did that it's screen was broken in transit UPS faultHowever they are holding my property which I paid $130.00 for and another $35.00 to fix the screen the first timeI feel they are holding my property for $9.00 ransomThey have no right to keep my property
Regards,
*** ***

As the warranty provider, we are unable to issue refunds for products purchased from other companiesWhat we do is troubleshooting, repair, and replacement of products that are still under warrantyIn this case, the customer purchased her tablet from the *** ***, who is not affiliated with our company, except that we are the warranty facilitator between the customer and the tablet maker in China.In my first response to the complaint, I issued an RMA number to return the tablet to us, and assured that we would make sure that the customer received a brand new tablet rather than a refurbished or restocked tabletThis is even though the terms of the warranty states:"*** may, at ***'s sole option, use rebuilt, reconditioned, or new parts or components when repairing any product, or may replace product with a rebuilt, reconditioned or new product, AND MAY SUBSTITUTE WITH ANOTHER COLOR OR UPGRADED MODEL THAT IS OF EQUAL OR GREATER VALUE THAN THE RETURNED TABLET, DEPENDING ON AVAILABILITY."Unfortunately we cannot offer anything more than what the warranty terms provide throughout the year warranty period.Global PCT

we have returned the tablets 3 times now and keep receiving tablets that either do not work or stop working before a week it up.  We are at this time waiting for 2 tablets to be replaced.  No contact from company as to when they are coming.Tell us why here...