GearBest Offers 1 Year Warranty but Really after The 45 Days Period Is over, They Can Claim That The Product Cannot Be Repaired

I purchased the Xiaomi Mi Laser 5000 ANSI Lumens Ultra Short Throw projector from GearBest.

After a couple of months of use I noticed 2 dead pixels and opened up a support ticket with them. They offered the option to send it back at my cost for repairs.

Long story short, the 1 year warranty is only in name.. they say they will replace within first 45 days.. after which they -can- say the unit cannot be repaired and simply offer a store credit less than half of the original price tag.

I just want to warn you guys that this could happen to you. It is possible that your warranty is really effective reduced to 45 days and even then who knows how long they will take to send a replacement.

Here is the transcript of the ticket.

Ticket:T18051200320
Order Number:W1712080110426238
Message Type:The accessory is faulty
Subject:2 dead pixels. very distracting when watching. bright white dots.
Message:
Ticket Status:Processing
Full Name:J Y
Attachment:.jpg
Gearbest Customer Support At 05/12/2018 04:31:25 CST

Dear J,

Thank you for contacting Gearbest.
We sincerely sorry to hear this about your item.

Please review our warranty here: https://www.gearbest.com/about/warranty-and-return.html

Please send the clear video of the defects in good lighting to our email account [email protected].
Please let us know after you send it.

We look forward to hearing from you.
Thank you for your cooperation.

Best Regards
Whitney

J Y At 05/14/2018 10:25:21 CST
I already attached a good photo. what is wrong with that photo. it is a projector so you must view it in the dark. You can see CLEARLY the 2 white dots on the standard black screen. Let me know if this photo is acceptable and if not then WHY not.

J Y At 05/14/2018 10:37:16 CST
ok sorry i realise you want video. i just sent the email please check

Gearbest Customer Support At 05/14/2018 03:30:16 CST
Dear J，

We would like to extend our apologies for this inconvenience.
Kindly refer to our warranty policy here:http://www.gearbest.com/about/warranty-and-return.html
http://www.gearbest.com/about/terms-and-conditions.html

After reviewing your case, it has passed 45 days money back guarantee, but you can send it back for free repair. First, you may check with the post office the cost to return the item before deciding.
After reviewing your case, please review our possible solutions:

1)Return the item back to us
You can return the item back to us in China as per our terms and conditions indicated in the link above.
Once we receive the item, we will offer a free repair and send back the item back to you.

2)Keep the item and accept a partial refund on Wallet (credit)
We can offer a partial refund of your product value which is 50USD on your wallet and exceptionally reward you with extra points (e.g. If your refund is USD 1=1 points, USD 3=3*1 points=>get 3 points etc)
You can use both your wallet and points to purchase your future products.
Learn more about wallet benefits :http://www.gearbest.com/about/gb-wallet.htm
Check out how to use point :http://www.gearbest.com/about/about-points.html?157wrew
In this case, you can keep the item and do not need to return it to us for this time.

Can you please let us know your decision? You may consult your local post office the cost of returning the item back to us before deciding.

Our returns information is as follows:
WORKSHOP D ON 1/F WO FUNG INDUSTRIAL BUILDING NO. 2 YIP WO STREET FANLING NEW TERRITORIES， HK

We look forward hearing from you.
Thank you for your understanding.

Best Regards
Whitney

J Y At 05/14/2018 04:43:41 CST
I would like to return this product. Please give me any RMA reference number. Phone number and who I should ATTN it to. Also any applicable post code.
Gearbest Customer Support At 05/15/2018 11:06:09 CST
Dear J,

We regret to hear about the issue you are experiencing and wish to take this opportunity to personally apologize to you once more.

Our returns information is as follows:
FAO: ：Tang shanghong（DZ）
Attn: W1712080110426238
Address：WORKSHOP D ON 1/F WO FUNG INDUSTRIAL BUILDING NO. 2 YIP WO STREET FANLING NEW TERRITORIES， HK
Tel：95829813

Please Note:
1.Please download and print the attachment. Your RMA number is WRMA1805120105208549C, please write it on the attachment and include it in the package. This will allow us to identify your return and contact you when we receive the item.

2.All items must be returned in their original condition and packaging, with any related accessories that were included. (Do not write any information on the items/ item box.)

A.For electronics that can store personal information, please make sure to reset the item back to its factory settings and remove all personal information e.g. account information, passwords, messages, call history etc.
B.Pack the item carefully so that it will not be damaged during the shipping process. We suggest using a box and bubble wrap.Items that are returned damaged or altered in any way will not be accepted.
C.Please ensure to remove all personal accessories, such as DVD’s left inside DVD players and SD/TF/SIM cards inside phones. We will not be responsible for any personal loss if you forget to remove them.

3.Please send the item back to us using standard flat rate shipping from your normal post office. DO NOT send using fast shipping or a courier service such as DHL, FedEx or UPS.
With couriers DHL, FedEx and UPS there is a high chance that goods will be blocked at customs, which will delay your compensation. This will also lead to high customs tariffs. If tariffs are charged we will act in accordance with our own policy.

4.Please return the item within 7 working days after you have received RMA authorization. Kindly return all of the original accessories and use the original packaging where possible.
5. Please inform us of the tracking number or the customs form as soon as you have shipped the item(s) back to us. This will enable us to track the progress of the package's return.

Please kindly follow the above steps for a faster solution.
We look forward to hearing from you soon.
Best regards,
Whitney
Gearbest customer service
http://www.gearbest.com/

attachment 1

Gearbest Customer Support At 06/13/2018 07:17:46 CST
Dear J,

Thank you for your order with us.
Did you sent the package?
Please offer us the tracking number and the tracking site.

Thank you for your support.

Best Regards
Whitney

J Y At 06/15/2018 01:51:09 CST
Hi there, sorry for the delay. I have not had the time yet. It is a big heavy item. Please give me some more time.
Gearbest Customer Support At 06/16/2018 11:06:35 CST
Dear J,

Thank you for reply.
Please send it in 5 days, it is count from taoday.
Please update us the tracking site and the tracking number.
Thank you for your time.

Best Regards
Whitney

J Y At 06/22/2018 08:55:15 CST
I would prefer to buy a 2nd unit to use while my current one is being repaired. I can currently buy from ebay for $2248 AUD delivered to Australia. Can you guys match that please so I can buy from you instead?
Gearbest Customer Support At 06/22/2018 02:57:33 CST
Dear J,

Thank you for your reply.
We like helping our valuable customer.
Please confirm we can refund 50USD to your GB Wallet.
Thank you for your support.

Best Regards
Whitney

J Y At 06/25/2018 04:34:18 CST
NO I do not want a 50USD refund. I was asking for a better deal because I want to buy one more unit. I want to still return this item for warranty repair/replacement.
Gearbest Customer Support At 06/26/2018 03:27:36 CST
Dear J,

Thank you for reply.

I understand how you feel but we have offered all the possible solutions.
Please review them and let us know your final decision.
Thank you for your time.

Best Regards
Whitney

J Y At 07/18/2018 03:42:40 CST
Hi I will send the unit back this week. Sorry for the delay. I needed a replacement one before I send this one back for warranty repair/replacement. Thanks again.
Gearbest Customer Support At 07/19/2018 02:01:02 CST
Dear J,

We regret to hear about the issue you are experiencing and wish to take this opportunity to personally apologize to you once more.

First of all, you send it back to us, we will repair it after the package delivered then we will send it back to you.

Our returns information is as follows:

FAO: Tang shanghong（DZ）
Address：WORKSHOP D ON 1/F WO FUNG INDUSTRIAL BUILDING NO. 2 YIP WO STREET FANLING NEW TERRITORIES，999077, Hong Kong
Tel：95829813

Please Note:
1.Please download and print the attachment. RMA number is WRMA1807191357504637C, please write it on the attachment and include it in the package. This will allow us to identify your return and contact you when we receive the item.

2.All items must be returned in their original condition and packaging, with any related accessories that were included. (Do not write any information on the items/ item box.)

A.For electronics that can store personal information, please make sure to reset the item back to its factory settings and remove all personal information e.g. account information, passwords, messages, call history etc.
B.Pack the item carefully so that it will not be damaged during the shipping process. We suggest using a box and bubble wrap.Items that are returned damaged or altered in any way will not be accepted.
C.Please ensure to remove all personal accessories, such as DVD’s left inside DVD players and SD/TF/SIM cards inside phones. We will not be responsible for any personal loss if you forget to remove them.

3.Please send the item back to us using standard flat rate shipping from your normal post office. DO NOT send using fast shipping or a courier service such as DHL, FedEx or UPS.
With couriers DHL, FedEx and UPS there is a high chance that goods will be blocked at customs, which will delay your compensation. This will also lead to high customs tariffs. If tariffs are charged we will act in accordance with our own policy.

4.Please return the item within 7 working days after you have received RMA authorization. Kindly return all of the original accessories and use the original packaging where possible.
5. Please inform us of the tracking number or the customs form as soon as you have shipped the item(s) back to us. This will enable us to track the progress of the package\' s return.

Please kindly follow the above steps for a faster solution.
We look forward to hearing from you soon.
Best regards,
Whitney
Gearbest Customer Service
http://www.gearbest.com/
attachment 1

J Y At 07/24/2018 08:41:00 CST
You received the item correct?

Gearbest Customer Support At 07/24/2018 09:32:45 CST
Dear J,

Thank you for your attention.
I juts checked our returning product apartment, we have not received the package yet.
Could you please offer us the tracking number and the tracking site?
We can check it again.

We look forward to hearing from you soon and we will do our very best to assist you.
Thank you for your kind support.

Best Regards
Whitney
Gearbest Customer Service
http://www.gearbest.com/

J Y At 07/24/2018 11:36:08 CST
Australia Post EJ227427835AU
It said it was delivered yesterday at 6:58PM
Please check again

Gearbest Customer Support At 07/24/2018 01:57:13 CST
Dear J,

Thank you for the tracking numer.
We have received the package and it will take 3-4 weeks to repair it.
Please kindly wait for the result.
Thank you for your time.

Best Regards
Whitney
Gearbest Customer Service
http://www.gearbest.com/

J Y At 08/13/2018 01:10:55 CST
HI please provide a status update.
Gearbest Customer Support At 08/13/2018 01:45:37 CST
Dear J,

Thank you for your attention.

I am checking it with the supplier.
Please kindly wait 2 working days for result.

We look forward to hearing from you soon and we will do our very best to assist you.
Thank you for your kind support.

Best Regards
Whitney
GearBest Customer Service
http://www.gearbest.com/

J Y At 08/24/2018 08:55:30 CST
Hello please provide an update it has been a month now.
Gearbest Customer Support At 08/24/2018 02:04:01 CST
Dear J,

Thank you for your attention.
We are so sorry for not getting in touch with you in time.

The item cannot be repaired because there is no related accressories.
We are so sorry about that.

We can offer you 2 options:

-Refund USD 700 on your GB wallet as compensation.
-Refund USD 700 on your payment acount as compensation.
-Xiaomi Mi Laser Projector Full HD 4K ALPD 3.0 5000 Lumens not available anymore, you can choose other phones on our website, we can offer you a nice discount.
https://www.gearbest.com/Projector-_gear/
Please send the product link of the item you like.

We look forward to hearing from you soon and we will do our very best to assist you.
Thank you for your kind support.

Best Regards
Whitney
GearBest Customer Service
http://www.gearbest.com/

---

J Y At 08/25/2018 07:54:28 CST
No that is not acceptable. This item is under warranty. I want a repaired unit or I want a full refund. No other options are acceptable. I paid AU$2607.12 and you are offering $700US? You have got to me kidding me. I am furious and I will give you a last chance to make it right. Otherwise I will make sure nobody in Australia will ever purchase from your site ever again. I have links to the Federal police.

You have the item in your catalog: https://www.gearbest.com/projector-accessories/pp_660919.htm…
https://www.gearbest.com/projectors/pp_009419657392.html?wid…

So your claim that you dont have the item available is false. I can even add the item and goto payment options.

I have documented everything and will expose your fraud to all of Australia and every online forum. This is f*ing ridiculous. I will give you one last chance

Hedre is my original order https://user.gearbest.com/index#/order/detail?sn=W1712080110…

I will make a complaint to Paypal and to my credit card company straight away. Your account with them will be blocked.
J Y At 08/25/2018 08:50:17 CST
this is one of my friends reaction with links to the police

Gearbest Customer Support At 08/25/2018 10:11:12 CST
Dear J,

Thank you for contacting GearBest. We are sincerely sorry to hear this about your item.

We would like to work together to resolve the issue to your satisfaction.
Please review our warranty here: https://www.gearbest.com/about/warranty-and-return.html

We understand it would be more convenient to be able to fix the item .
However ,our technician confirms this product can not be repaired with a basic fix unfortunately .
We have checked the information that your product was purchased on Dec.8th,2017, it has been used for almost 4 months before you return it. According to our warranty:http://www.gearbest.com/about/warranty-and-return.html, we can only process the full refund or resend a new product for the products that are within 45 days money back warranty. We sincerely apologize that your product does not belong to this case, it has exceeded 45 days.
We have discussed your case, here are the best solutions we can provide you:
1) Refund you on your GB wallet (store credit)
We can refund you 1000USD on your wallet and exceptionally reward you with extra points (e.g. If your refund is 1 USD = 2 points , 3USD=3*2 points => get 6 points etc).

You can use both your wallet and points to purchase your future products.
Learn more about wallet benefits :http://www.gearbest.com/about/gb-wallet.html
Check out to use points:http://www.gearbest.com/about/about-points.html

2)Resend a new item with similar price with partial payment
We have checked the information that the original product:https://www.gearbest.com/projector-accessories/pp_660919.html?wid=1241548 is not in stock now, so as the 2 products link you have sent to us. Please note that the button of "buy now" and "add to cart" is grey, it cannot be added to card or bought, you can have a try.
So if you want a replacement, please visit our website and choose a suitable replacement with the similar price 1959USD. We can resent it with partial reshipping fee 780USD.

3)Resend a new item with lower price for free
We can resend a new item whose price is lower than 1200USD for free, please send us the product link with the price lower than 1200USD.

Please think it over and tell us your decision.

We will do our best to help you.

Best regards,
Whitney

J Y At 08/26/2018 07:10:19 CST
I already noted the line in your policy that applies:

1. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, GearBest will offer an alternative solution.

You have offered your alternative solution which means I lose more than half the original value of this expensive projector. I do not accept your alternative solution as you are just f*ing me over.

I will only accept you ship me a repaired one or another working unit. I do not want any other item I just want my projector back working! this link is working so you are lying again.

https://www.gearbest.com/projector-accessories/pp_660919.htm…

see the attachment fool

you have it available and now you want me to pay 780USD for shipping you gotta be kidding me. I shouldnt have to pay for any shipping at all.

the only other item i would want is the newer version wemax: https://www.gearbest.com/projectors/pp_009263714845.html?wid…

I am not going to pay any more money just because the unit had faults in it after your stupid 45 day period.

You warranty is basically 45 days.. thats what it is in reality.. and you lie to your customers about 1 year repair warranty. I will let everyone know about this false policy of yours. I will contact Paypal first and also my credit card company first. THen all of AUstralia online forum will know about you devious policy.

SO what is the status of the unit now? have you fed it up completely? WHy don't you give a 4. option to send it back to me with the 2 dead pixels.. and compensate me for all my troubles and your lack of ability to fix the problem. I would say just give me 1000USD credit and send me back the original item with 2 dead pixels.. it still belongs to me you know. give it the f back and compensate me.

Gearbest Customer Support At 08/26/2018 06:59:56 CST
Dear J ,

Thank you for your additional notes.

Our colleague has been processing your issue.
Please note that this is the selling season and our colleagues have to process each carefully.

Therefore we may cause the delay and I hope you could understand.

Please rest assured that I have put your requirement into priority .

I look forward to hearing from you soon.
Thank you very much for your cooperation.

Best Regards
Whitney

J Y At 09/05/2018 08:38:50 CST
Hi I have given you over a week. Who are your "colleagues"? Are you not customer service? I ask that you get your highest management involved right away. I have been without my $2600 projector for one and a half months. I bought this projector thinking I am protected 100% from all faults for 1 year. Now don't disappoint me.
Gearbest Customer Support At 09/05/2018 04:30:53 CST
Dear J,

Thank you for your attention.

I have checked your case with my supervisor.
Xiaomi Mi Laser Projector Full HD 4K ALPD 3.0 5000 Lumens is not in stcok, there is no spare screen, so the item cannot be repaired.

As you know your item has been used 4 months, so full refund is not available.
Please reconsisder the partial refund option.
We can refund USD 1200 to your payment account, it is 60% of the product value.
Please understand it is the best we can do.

Please confirm if we can arrange the refund for you now?
Thank you for your time.

Best Regards
Whitney

J Y At 09/06/2018 10:22:25 CST
I would prefer you to just send me my item back. I can just watch it with 2 dead pixels. I cannot understand that just after a few months.. you do not have stock, which is a lie since I found it time and time again on your site
https://www.gearbest.com/projectors/pp_009419657392.html?wid…
https://www.gearbest.com/projector-accessories/pp_660919.htm…

And you cannot repair 2 dead pixels.. now that is a joke. You should not have wasted my time and told me to send it back to you AT MY OWN COST if you thought you could not fix 2 dead pixels!

I thought Xiaomi products would have better support than this. In fact I am going to contact them directly and investigate their repair process so I can see if you are being honest with me. I thought Xiaomi was a big company and trustworthy. Maybe they are not, or maybe Gearbest is not trustworthy - which looks to be the case from how you are dealing with my warranty repair. So send me back my unit in working order. Or the last refund offer I am willing to accept is 1400 USD and I can just forget about this nightmare ordeal.

Gearbest Customer Support At 09/07/2018 09:47:14 CST
Dear J,

Thank you for your message. I would like to extend my apologies for any inconvenience we may have caused so far.

We have checked the information again that this Xiaomi Mi Laser Projector Full HD 4K ALPD 3.0 5000 Lumens is in stock now.
Please check our warranty:http://www.gearbest.com/about/warranty-and-return.html, we can only process the full refund or resend a new product for the products that are within 45 days money back warranty. We sincerely apologize that your product does not belong to this case.
You have used this product for about 4 month.
After consulting with our superior, we can resend a new Xiaomi Mi Laser Projector Full HD 4K ALPD 3.0 5000 Lumens to you with partial reshipping fee 300USD.
Please note that this is the most cheapet reshipping fee we can offer you.
Please kindly confirm we can go ahead.

We appreciate your patience and understanding.

Best regards,
Whitney

J Y At 09/07/2018 11:45:25 CST
OK still disappointed that you cannot make a repair after asking me to send it back at my own cost. I suspect you have damaged the unit further since you are not giving me the option to just send it back. Let me know the process to receive a new one for 300USD
Gearbest Customer Support At 09/08/2018 11:46:18 CST
Dear J,

Thank you for contacting GearBest.

We will send you an invoice of 300USD via Email and you can pay it via Paypal.
Please kindly check it later.
Once we receive the amount, we will process your order accordingly.

Please feel free to contact us anytime.
Thanks for your understanding and assistance.

Best Regards
Whitney

J Y At 09/12/2018 01:05:29 CST
I just paid it. Please send new one ASAP and let me know the tracking details.

Gearbest Customer Support At 09/12/2018 04:26:57 CST
Dear J,

Thank you for your message.

We will do the careful quality checking first before the shipment to confirm it can work well.
Once your order has been shipped out we will send you a confirmation email. Please wait it patiently.

We appreciate your patience and understanding.

Best regards,
Whitney

J Y At 09/19/2018 06:08:57 CST
Hi did you send it yet?

Gearbest Customer Support At 09/19/2018 10:56:34 CST
Dear J,

Thanks very much for your recent message. We are very sorry for any inconvenience that may have caused to you.

As this product is one of the most popular ones in our store, it sells very well. Many people place the order at the same time. So the demand of this product exceeds the supply of the manufacturer.
It is not in stock at the moment, please rest assured that once it is back in stock, we will arrange the shipment in priority for you.
Please wait it patiently.

We are very sorry for any trouble that may have caused, thanks very much for your kind support and understanding.
Best Regards,
Whitney

J Y At 09/19/2018 12:21:36 CST
You don't seem to be sorry at all. I have been without my projector for about 3 months. I paid extra out of my pocket. and wasted so much time just because you claim that you cannot fix it and don't give me the option to send my original projector back.. which plainly means you f*ed up while trying to repair it, so now I am the loser who has wasted time and money. I would think you would put me as #1 priority after what you put me through. Escalate this to our manager and make sure I get the next stock available now.

J Y At 09/19/2018 02:52:42 CST
I checked and the items below are showing available on your own site.. just like every other time you lied about them not being available.

https://www.gearbest.com/projectors/pp_009419657392.html?wid…
https://www.gearbest.com/projector-accessories/pp_660919.htm…

So that is good news. My friend added to cart and worked just fine they can goto payment page. So you can now send me one now. No excuses and lies. Caught red handed?

J Y At 09/19/2018 02:56:46 CST
so look at the attachment. what does that mean? huh?

Gearbest Customer Support At 09/19/2018 04:14:26 CST
Dear J,
Thank you for contacting us.

Please note the dispatch time on our product page:https://www.gearbest.com/projectors/pp_009419657392.html?wid=1349303, it is "Ship between: Sep 27 - Sep 29". The date is a little far from today's date, so it is not in stock in our warehouse now.
When the product is back in stock, we will send your order out between Sep.27th-Sep.29th. Please wait it patiently.
As the supplier still sells this Xiaomi Mi Laser Projector Full HD 4K ALPD 3.0 5000 Lumens, it will come in stock later, it is on sale on our website. The customer still can place the order.
However we will send the order out according to the order time.
Your payment was received earlier, we will send your order out in priority once the projector is back in stock.

Once again we are very sorry for any trouble that may have caused.
Thank you for your understanding and support.

Best Regards
Whitney

J Y At 09/19/2018 08:34:55 CST
It says "FREE SHIPPING to Australia Via Expedited Shipping
Ship between: Sep 21 - Sep 23, Estimated Shipping Time: 3-8 business days"
https://www.gearbest.com/projector-accessories/pp_660919.htm…

Gearbest Customer Support At 09/20/2018 11:49:55 CST
Dear J,

Thank you very much for ordering from GearBest.

We apologize that your order is taking a long time to process.
Stock and availability shown on our site is for your reference only.
While we strive to provide the most accurate and timely information, availability may change between the time you add an item to your cart and the time we receive your order.
Please check our terms and conditions here for more details:http://www.gearbest.com/about/terms-and-conditions.html
Please understand that we also want to send your order out as early as possible, however it is really not in stock in our warehouse at the moment. Once it is back in stock, we will send your order out in priority.
Thank you for your cooperation and understanding.
Best regards,
Whitney

J Y At 09/30/2018 07:30:04 CST
so it is past the deadline 27-29th of September now. Please send me the tracking details. No more excuses.

Gearbest Customer Support At 09/30/2018 02:35:39 CST
Dear J,
Thank you for contacting us.

We have checked the information that it has not been back in stock now, but we have got them from the supplier. It is on the way to our warehouse.
Please wait for some more time.
Or you can visit our website and choose a suitable replacement whose dispatch time is near today's date.

If you have further inquiry, please feel free to contact us.
Thank you for your understanding and support.

Best Regards
Whitney

J Y At 10/02/2018 08:48:09 CST
Disappointed again, but not surprised. It is great that you say it is on the way to the warehouse as of 2 days ago. When is it due to arrive? You realise I have created this ticket in May. Is this a new record for you guys?

Gearbest Customer Support At 10/02/2018 01:34:59 CST
Dear J,

Thank you for your reply.We apologize for the inconvenience.
They are still on the way back.
As soon as the item is back to stock,we will rush the order.
Once your order has been shipped out we will send you a confirmation email.
We kindly ask that you could wait a little more for the shipping information.

Thanks again for your kind support.
Best regards
Whitney

J Y At 10/08/2018 01:24:58 CST
Ok I waited another week. So can you keep your promise this time? All my friends on ozbargain and overclockers and whirlpool and twitter and facebook are eagerly making bets on how much longer I am going to get screwed over for. Without a projector for about 5 months now.