My Horrible Experience with Shopping Express Open Box Sales

Lmerag on 27/11/2013 - 10:54

i purchased the Netgear Voip Router from Shopping Express Open Box Sales on the 23/03/2012.Upon receiving the product when I went to register it online with Netgear I couldn't.later I found out the person who purchased it before me has registered the product with Netgear.I raised the issue with Shopping Express and this is the response I got from James at Shopping Express..

Hi, Herman

generally the distributors register the product with netgear.
you will not have any warranty issues as we advise.
if you do please contact us but you wont have an issue.

Cheers

Kind Regards,
James.

I took his word for it and carried on until few days ago when I started having issues with the device.the voip side of things has stopped working.I rang Netgear as they offer 2 year warranty for the device and was refused service as they said device is registered to someone else and they cant help me.I was basically told that "Second Hand" Items and not covered under their warranty.Then I rand Shopping express and was told to file a support ticket online through their website which i did on the 21st of November.6 days in no response to my support ticket.I tried to ring the store a few times using my mobile but can't get through. I have no home phone for about a week now.All in all very disappointed with my experience with Shopping Express.So I would say watch out, if you are considering buying anything from this mob,especially from their Open Box Sales.

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Comments

  • Riczter on 27/11/2013 - 13:08

    Your problem is you rang netgear first instead of shopping express as you were advised to.
    Interesting that you couldn't get a hold of them though, but keep trying, they are usually pretty good.

  • Store RepShoppingExpress @ Shopping Express on 27/11/2013 - 13:19
    +1

    Hi merag,

    Would you mind PM me the ticket ID that you've submitted so we can assist you further in your warranty claim?
    Alternatively, you can consider calling us at 02-83388899 if you prefer and we are readily reachable between 9:30 - 5:30pm AEDT Mon-Fri.

    Kind Regards
    SE

  • SKiZO on 29/11/2013 - 11:19
    +2

    "This mob" is a bit harsh.
    From experience, SE has excellent, responsive customer service not to mention quite a few great deals and happy to respond to comments on here. James has helped me out personally on a number of occasions. I'm sure others have the same view.

    I understand you had some issues, but this isn't Whirlpool. 1 bad experience does not a lynch mob gathering make.

  • merag on 29/11/2013 - 13:42

    Ok mate, i am only stating "my" experience with this company.Its up to you if you take this info on board or not.isn't it interesting soon as i posted here the Shopping Express rep contacted me and ask my details to forward to their so called customer service team,that was 2 days ago.So far nothing happened.

    • foobar on 29/11/2013 - 22:26

      PM him again and let him know, there's undoubtedly many people there and he can't look over the should of each one to make sure they follow through.

      I've had several good dealings with them but one didn't go so well and the rep here sorted it out for me eventually.

      He has probably passed the information on, asked something be done but someone has dropped the ball. Just give him a nudge, ask what's happening etc.

    • offthecliff on 30/11/2013 - 23:16

      The squeaky wheel get the oil. I've had good experience with quick shipping and good prices from SE.

      But…early this yr, one of the HDD I got came DOA (realised this after hrs of tinkering with it). Sent it back and took a while before I follow up and was advised that they're working with WD on warranty. Advised them that it is not acceptable I should go without my brand new HDD while they work on warranty. I got no further response but received my HDD in mail 2 days later.

      So my one and only post sales experience tells me there's room for improvement.
      Whether improvement is necessary is another matter as we won't be able to expect the same competitive pricing and 100% customer satisfaction. The cost of extra staff/infrastructure will need to come from some where.

      That said, I'll continue to shop from SE just a little more wary that I may have to put in more effort in chasing them up in an even of post sales issues or wait patiently until my ticket is resolved. The same mentality I apply when purchasing anything online.

  • merag on 08/12/2013 - 21:29

    Finally got an RMA approved and sent unit back on 2nd of Dec.I see that they have received it on the 4th Dec.that's all thus far.I have emailed them again on the 6th Dec asking about the status of my return.No reply to that yet.will keep you posted.

    • foobar on 09/12/2013 - 17:04

      Give the rep a PM, they should chase it up for you and let you know where things are at. I realise you shouldn't have to do this but it can help the process along.

  • merag on 13/12/2013 - 10:06

    Last communication on the 9th from James.Said they are arranging a refund. Just for the record it has been 3 weeks and a day and still awaiting a resolution.Have PM the ShoppingExpress rep this morning.

  • merag on 16/12/2013 - 15:12

    Last communication on the 9th from James.Said they are arranging a refund. Just for the record it has been 4 weeks and a day(almost a month)and still awaiting a resolution.Since then i have bought a billion 7800VDPX from the local umart as i couldn't wait any longer without a home phone.atleast it came with ownership rights so i can go to billion for help if any dramas.

  • merag on 17/12/2013 - 19:20

    ok had enough with shopping express as of today.The Shopping Express Rep here says he's passing on my messages.but so far nothing is actioned.so the moral of the story is don't buy anything second hand(or open box sales) as they claim it.by buying from these particular sales you are giving up your right as a consumer to go to the company the product is from, in my case Netgear refused warranty services since the device pre registered by the previous owner.Shopping Express having known this still sold me the device.Now more than a month later after they were made aware by many channels they still continue to ignore me.AS of now I am in the process of filing a formal complaint with the "Fairtrading QLD" and also ACCC and will update here the outcome.

    • Store RepShoppingExpress @ Shopping Express on 17/12/2013 - 19:52

      Hi merag,

      Couldn't let you aware earlier today as I've been in meeting most of the day. Just wanted to say - i did a checkup for you this morning when i saw your message here & my colleague has informed me that your refund was scheduled since last week. Gonna do some checkup with Account department and once i get hold of more information regarding this issue, i will provide you an explanation. Meanwhile, just relax a little bit, we are not ignoring you.

      Regards
      SE

  • merag on 20/12/2013 - 12:58

    Got my refund today finally.Even though Shopping Express guys were frustratingly slow in the whole process,their communication was always professional(i know i lost my cool a few times).Finally i can move on now.

  • dcnguyen82 on 24/12/2013 - 08:45

    All i can say is, SE customer service is overall "poor" but that is just like any other place. There is absolutely no great customer service unless you are working with a banking institution sicne they are there to try get ur money, also insurance companies too, but not during claims.

    Don't expect exceptional customer service like public transport and trains!.

    In saying that, the SE rep here on ozbargain site is awesome and gets things done. So its great to have an awesome colleague to fix ur mistakes!

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