OneQuality.com

Review: I bought a comcorder from this website on Wednesday 20 November, 2013.Order Number: [redacted]. After 3 weeks they sent the wrong item for me and I called them to exchange the wrong item with the right one. after 3 more weeks they sent the right one which was broken . As I have a protection plan for 2 years I called them and resnt the Camcorder for them to fix it on the same address from where I got that Camcorder. They sent another one for me and after using it it was broken again the end of 2014. They refused to fix it and asked me to contact a third party company called [redacted] to fix it. I contacted that company and they asked me about the service contract number and the warranty type. I contacted onequality again to get these information but they refused to give it to me. I told them I did not get any proof for that protection plan and they said they are going to send a replacement for a warrant card (which actually they did not send one for me when I got that item from them). After 2 weeks I did notreceive this card and when I called them again they changed their mind and refused to sent thes information to me. So inspite of paying for this protection plan and I have the receipt as a proof for that, I have to fix this Broken item on my expense.Desired Settlement: I need a replacement for that Broken Camcorder or fixing it as I have a protection plan for 2 years.

Business

Response:

I am sorry to hear you are having

issues with your camcorder and I understand that this must be

frustrating. The extended warranties we sell are serviced through

[redacted] Camera and you would have needed to registered the warranty with

them within 30 days of having received the camera. From your message

it sounds like you may have not registered the warranty with them and

that because of this they are unwilling to service your camera.

This I understand is frustrating and we

don't our customers to be stuck with a non-functioning camera. We

are willing to arrange a repair for the item, and only charge you our

actual cost to repair it (parts not labor). Since we will only

charge for any parts needed this should make this repair

substantially cheaper for you. A representative will be contacting

you shortly with information on how to get your camera fixed.

Review: I ordered a camcorder ([redacted]) from [redacted].com on Thursday, May 28, 2015. I received the camcorder on Wednesday, June 3, at the end of the day. When I opened the box, I noticed a chip and crack on the bottom of the body, leaving the inner-workings of the camcorder exposed. A detached piece of the camcorder came along with the package. Upon later inspection, I noticed a free-floating piece of the camcorder that moves around inside the body when the camcorder is panned and tilted.

According to their website, [redacted].com offers a 7 day inspection period for returns. I contacted the company within 3 business days (Monday, June 8) and left a message with customer service stating my concerns. I received a call back from a manager named [redacted] the following day (Tuesday, June 9). She told me I had waited too long to contact the company about the damaged camcorder, and I could not receive a full refund because I didn't keep the bubble wrap and I had opened the clear plastic bag the camcorder came in. I asked if there was any possible way I could still receive a refund for the damaged product, and the conversation ended with [redacted] telling me to expect a call from [redacted] and an email regarding my request that day. Neither of those things happened.

Their return pollcy states, "Please note that full refunds are only valid for unused items which means any of the plastic sealed bags must not have been opened." The policy also states, "If you do open the bag and use the camera, but then have an issue with your purchase, there is no need to worry because you still have 30 days to send the item back in for an exchange and would be covered under our 30 day warranty policy." So according to their policy, I'm qualified to exchange the camera. I just need to contact the appropriate supervisor to make the exchange.

I called again on Wednesday, June 10 and left a message with customer service. [redacted] called me back and affirmed to me my return request was under review with her supervisor. She told me she would call me back by the end of the day with an update. She never called me back, and I had still not received any emails or calls from her supervisor regarding the issue.

I called customer service on three occasions the following day (Thursday, June 11). I requested to speak with a supervisor, and all the representatives told me that transferring me to a supervisor is not possible, and the only way to get in touch with a supervisor is to leave a message and wait for a call back. I did so, and also wrote an email to the company, requesting a refund or an exchange.

I waited all day Friday (June 12) for a phone call or email from a supervisor. I received nothing.

I called a few times on Monday, June 15. I spoke with [redacted], and she reaffirmed to me that her supervisor was working on my request. When I asked to speak with her supervisor, she told me there is no way of connecting me to him, and I needed to wait for a response from him. At this point, I had been attempting to speak with a supervisor to resolve my issue for a week. I spent hours upon hours on the phone, speaking with over a dozen customer service representatives, all telling me I needed to wait for a supervisor to call or email me back.

On Tuesday (June 16), I began to research [redacted].com and found that many people have had similar negative experiences with the company: receiving damaged products, not being able to contact a supervisor, and not receiving what is promised by the company, ie. refunds. Many people have called this company out to be a scam, and through my experience, I believe it. So I called customer service once again and left a message with the representative. I threatened to take legal action unless my concern was addressed by a supervisor by the end of the week. The supervisor, [redacted], emailed me back within the hour and asked me if I had the original packaging that came with the camera. I had already told [redacted] a week prior, that I did not have the bubble wrap, and I opened the plastic bag containing the camera. In an email back to [redacted], I requested an exchange. I also requested that [redacted] call me back the following day to sort everything out. I have still not talked with [redacted] over the phone, and my concern has still not been dealt with.Desired Settlement: I want to return the camcorder in the condition I received it, and I want a full refund from [redacted].com. I will not settle for an exchange because I do not trust the quality of their products, and I do not want to continue dealing with this company. I will take my money and business elsewhere.

Business

Response:

I

am sorry to hear you are having issues with your camera and I

understand your frustration. We do insure our packages to

cover any damage that occurs during shipping. However, it is my understanding that the original packaging

materials were discarded once the camera arrived. Quite frankly I have never encountered this issue in roughly 10 years of being in the business. The typical response I have witnessed, when an item shows up in multiple pieces, is that the purchaser keeps all the packaging materials because they plan to send the damaged item right back in the same box to the company that shipped it. I am guessing this is why the packaging materials are required by the shipping insurer in order to cover the claim.Unfortunately, in

order to cover any shipping damage the insurance company would need to see

proof that the item was indeed damaged in shipping and not just

accidentally dropped after the camera arrived. The

shipping insurer requires that everything that was shipped, including

the original packaging materials, be inspected to cover a claim.

Consequently, the shipping insurer will not be able to cover the

repair for the damage that occurred to your camera. I know you also mentioned that our warranty should cover the damage, but unfortunately it does not cover shipping damage or accidental drops. I reviewed your video of the damaged camera and it is clear that the issue is from physical blunt force to the camera (not from normal use). The shipping insurance is in place to deal with items that get damaged during shipping and our warranty is in place to cover issues with the camera that arise from normal use. Our warranty does not cover a camera that has been crushed in shipping or accidentally dropped. From our warranty, "Please note that our warranty doesn't cover accidents or water damage. The policy works much like a manufacturers warranty would work when you purchase a new item."

However, given

the circumstances surrounding this unfortunate incident and since we

want to help our customers even if a camera is damaged from their own doing, I would like to offer

you the following solution. We can repair the camera for you and all

you would need to do is pay for the parts. We will not charge you

for any labor or our time for the repair. A representative will reach out to you and explain

the process of getting the camera repaired.

Review: I purchased a [redacted] video camera for $495.00. When I received the camera the audio portion off the camera did not work. I call them & they said to return the camera an they would send another camera that would work properly. I received the other camera & it had the same problem the audio would not work. I called them again asked them to do the right thing and either send me a good working camera or refund my money. Their reply was, it was over the 30 day warranty & there was nothing they could do. Now I have a camera that I can't use and I'm out $495.00.

Anything you can do, to resolve this issue, will be appreciated.

Thank You, [redacted]Desired Settlement: A refund would be best, because I don't trust them to replace the camera in good working order.

Business

Response:

I am sorry to hear you are having

issues with your camcorder and I understand your frustration. Our

warranty period is 30 days from the date you receive the camera.

However, since there was an issue with your first camera and you are

now having issues with a second camera we are happy to exchange your

camera for another fully functioning camera. Before we do this I

would like you to speak with a person who is familiar with the [redacted]

Gl2 because it is possible that since you are having the same issue

with 2 separate cameras that it could potentially be a setting you

are using and not an issue with the camera. This would avoid us

shipping another camera and you having the same issues with a third camera.

If we are unable to fix your issue over

the phone we are more than happy to exchange your camera for another

camera. I apologize for the inconvenience and look forward to

resolving this issue for you.Another option, if you are not interested in an exchange is that we can have the camera repaired at a third party repair shop. A representative will reach out to you to discuss the options and see what works best for you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

[redacted] I will call them to resolve this issue, hopefully I will have a camera that I can use after all of this.

Review: DECEMBER 15TH, 14

I call One Quality to inquire about a Camcorder to see if it could be connected and the videos downloaded to a computer .The Rep. assure me that the camera had this functionality and I would get it by Christmas for my daughter. So I ordered the camera

DECEMBER 22nd, 14

I did not get a shipping confirmation ( 2 days before Christmas).I called and someone told me not to worried I will probably get it soon

DECEMBER 23rd, 14

I finally get the shipping confirmation .

DECEMBER 30th, 14

I called and someone assure me and my order will be there very soon.

DECEMBER 31st, 14

I finally get the camera and to my surprise it the camera take tape. Also a piece in the back is missing

To be within deadline of OneQuality return policy I call immediately to talk about this matter. A Rep told me that someone will get back to me before the end of the day. ( first phone call no return call)

That night, I send an email to OneQuality to make sure someone knows about this issue.

JANUARY 1st, 15

I get an email asking my phone number

JANUARY 2nd, 15

I email my phone number.

JANUARY 2nd, 15

Finally I get a call from [redacted]. I told her about the camera and the inability to connect it to a computer.

She directed me to purchase a cord that might work.

Then I told her about the missing piece in the back and I email her the pictures.

After [redacted] received the pictures she called me back she said "this SHOULD not affect the camera" .

Her statement shattered pretty much all the confidence about the camera and I wanted a refund. She mentioned that OneQuality had another model and she will send me the information.

JANUARY 6th, 15

I could not afford the suggested camera. To make sure I fulfilled all the requirements of the return policy, I shipped the camera then sent an email confirmation to get my refund.

JANUARY 7th, 15

No response from my email from [redacted]. I resent it through their main email address.

JANUARY 8th, 15

No response. I called and asked for [redacted]. Someone told me that she will get back with me.( second phone call, no return call)

JANUARY 20th, 15

I received my credit card monthly statement and realize I have not been refunded. So I have been accumulating interest on my credit card.

I sent an email to ask for my refund.

JANUARY 22th, 15

No response from my previous email.

I made another phone call and I was told again someone told me that somebody will get back to me ( Third phone call, no return call)

JANUARY 28th, 15

I call again and someone assure me that a manager will call me back( Fourth phone call, no return call)

FEBRUARY 5th, 15

1 month and 15 days: after I ordered the camera

I received an email informing me a 25% ($150) restocking fee will be charged

FEBRUARY 6th, 15

I called about the restocking fee and someone told me again that a manager will call me back ( Fifth phone call return call)

FEBRUARY 13th, 15

I sent a long email with the summary of my bad experience

• Inaccurate information before purchased

• Date of promise delivery was not meet

• The camera has a missing piece

• No refund

• No answers to phone calls

• being charged at 25% restocking

FEBRUARY 14th, 15

[redacted] called and I asked to talked to a manager. A manager might not be able to get back to me.

March 1, 15

Still no refund from OneQuality. I sent a very angry email .

March 2 , 15

Still no answer from OneQualityDesired Settlement: full refund not being charged restocking fee for a faulty camera

Business

Response:

Hi, I am sorry to hear you had such trouble

with your order and I would like to get this resolved promptly.

Looking at our records it appears you were refunded already and

charged a restocking fee. We are happy to waive the restocking and a

representative will contact you shortly to process it. Please let us

know if you have any questions.

Review: I purchased a professional camcorder from this company on February 11, 2015 (order#[redacted]) of which was advertised free ground shipping within 5 business days. My payment was processed and I received an order confirmation, but no tracking number for the package. I waited 6 business days before I contacted them only to find out they still had not shipped my product. The customer service lady (who deliberately did not disclose her name) looked up my order and stated that the billing address and shipping address did not match and that is why the package has not shipped. I immediately contacted my bank and verified that my correct information has been updated weeks before I made the purchase and was assured the issue was with this company's verification system.

I called the company back and requested to speak with a supervisor to investigate my order issues. The same lady stated that it was friday and there were no supervisors available to take my call. I left my contact information and waited to hear back Monday morning from a supervisor to rectify my situation, but received no response. Monday, February 23, 2015 I called and immediately asked to be connected with a supervisor of which the same lady from before placed me on hold where I literally stayed on hold for 1:49:55!! While on hold, I used my spouse's cell phone to call the company back, and only then was told that "Supervisors do not take phone calls." I explained to the same lady (who still deliberately did not disclose her name) that I worked in customer service call centers for numerous years and am aware there are always someone in charge to take escalation calls. She got irritated and started cutting me off saying that the system issues were on our end and not theirs.

I explained that the whole purpose of me purchasing this camcorder was for an upcoming project on Tuesday, February 24, 2015 and I needed them to fix the address issues in their system, overnight ship my product to me at their expense, or issue me a full refund today so I may make my camcorder purchase with a competitor. The rude lady then stated, "Sir, it has only been 8 business days since the order was placed, so I can not guarantee that we can ship this camera overnight, but I will take your information and forward it to a supervisor for review." REALLY?!? What type of business is this? I once again, for the third time, left my name and contact information (which is already listed on my order confirmation) for someone to contact me back, but no resolution has been made and has left me no choice but to initiate a charge dispute with my banking institution.

If the addresses did not match from the beginning like the lady was claiming, then why did they take my money for the camcorder knowing they would not be shipping my product? I received no contact from them and no resolution when trying to get my product. Very unprofessional service and I will not know how the quality is of the camera because I have to cancel my order and project. Thanks a lot Onequality.com!

Signed,

A disappointed potential new customer.Desired Settlement: I requested to have my paid order shipped overnight express to me at the company's expense or to refund my money immediately.

Business

Response:

Hi, I apologize for the trouble you had with your order and we have issued a refund to your account.