If you've perused my articles then you know how big of a fan I am of Amazon. I think they have fair deals, and their support is second-to-none. But every so often there is something I don't like that they do or don't do. It seems like the problems are too small for Amazon to take heed of, but I've come across them a few too many times where I think there could and should be easy fixes to solve them. This article will explain some of those issues.
Fake Products
One of the biggest issues I have come across is misleading advertising. It happens. However, many of the ones I have seen are knowingly misleading.
A good example of this are Chinese clones or knockoffs smartphones. The fake iPhones are easy enough to spot, but Android smartphones are a lot harder to notice if you don't know the specs. I have come across several fake Galaxy clones or knockoffs that seem like the real deal. After I read the specifications only then do I realize that this is not a true Samsung Galaxy smartphone. One problem is most people don't realize "Clone" is not part of the Samsung nomenclature. And what's worse is that these phones are not clones, if they were, they would be identical in their specifications. So really this is just false advertising. Other listings don't even mention "Clone", they say something else much more subtle in an attempt to trick a buyer.
Unfortunately, it's just another tactic of how to make a buck off of unassuming foreigners. There may be other (domestic) sellers doing the same, but I have no recollection of coming across any.
Item's Out-of-Stock, No Notification
I hate when this is done, whether it's by Amazon or any other company. You purchase a product that gives no indication of low stock and then you wait days, possibly weeks, wondering what happened.
There was an occurrence like this where I had bought a small electronic device and was due to fly overseas less than a week later. I have Prime shipping, so it should've arrived with plenty of time to spare. The item never came. I called Amazon a couple days before I was going to leave and asked what the hold up was. They informed me that the item was a specialty item and had just been shipped. I explained how I was never notified of such and that it would need to be returned since I wouldn't be around to get or use it. In the end, the item never came, so I just requested a refund that I did receive.
Amazon, and all companies, should know that if something is up with their order, they need notify the purchaser quickly and immediately. Customers shouldn't be the ones having to call Amazon to find out if and what trouble there is.
Wrong Prices
This one isn't so bad, but it does aggravate me when prices are advertised lower than what is actually advertised. A lot of times I check the prices for what's used, refurbished, and new. Many times you will find items much cheaper than the Amazon price.
Lately I noticed that prices were off more than $100 for iPhone 6's, and some iPhone 5S cases were actually $10 higher than what was stated. It seems like Apple products are having some problems on Amazon... This does occur with many other products though.
What's even more alarming is that the wrong price is still shown as the lowest prices when checking all the offers, and there is clearly no item at that price! This is probably just a glitch in the system, but one they need to take seriously. People like me, who purchase a lot from Amazon, don't appreciate wasting our time because of incorrect pricing.
No Product AFTER Purchase
From what I can recall, this has happened to me only once. You purchase a product from Amazon and then the item is suddenly unavailable and a refund is automatically processed.
When this happened to me I had gone ahead and purchased a graphic card from a third-party through Amazon. I got a good deal, so I was satisfied. The next day I find out that the graphic card is no longer available and I was given a refund.
This is just bad business practice. I assume the company sells not only online, but in an actual store. If that's true, you really need to learn how to organize inventory for online and in-person sales. It's not that hard, you setup a database or whatnot that denotes when something is sold online or in-store. Or, you divvy up so much inventory for online and in-store to avoid these type of situations.
What if I desperately needed that graphic card for some scientific number-crunching (for example). But I was unable to do it causing a chain of events that got me into a lot of trouble??? Amazon should force third-parties to send all their products to them in order to avoid this, but that'll never happen.
Overseas (Return) Shipping
Amazon does ship overseas, but if you bought a product and it doesn't work or breaks within the 30-day refund period while in the US or UK (or wherever they're stationed), then it must be returned to the country of origin.
Understandably, if you get something while already overseas, then you take the risk of having to ship it back. There may be some recourse, but I doubt it. However, if you picked up an item while in that country, it worked for some time, you left, and then it broke, the rules still apply.
This is garbage in my eyes. If you bought a product from someone, it worked, and then you have to go on a long business trip, then the fault should lie with Amazon, as well as the delivery prices to return the item. In some countries you may be able to ship items fairly inexpensively, but there are more where that is just not an option.
I had a similar experience myself. My Samsung Galaxy S3 had been lost so I went ahead and ordered a Galaxy S4 to replace it. I made sure it was unlocked as I would be traveling a week or two later. The phone arrived and it worked without flaw. Once I was overseas the phone died after approximately one week. Needless to say, I was irate.
I called Amazon and explained the situation and how it was still under the 30 days, and of course they wanted me to pay for the shipping charges. Had I used the local mail it would've been rather cheap, but most people knew that trusting the local mail service was downright risky, not to mention I could not track the item internationally. My alternative was to use a courier like DHL, but even for such a small item, it would cost at least $100! So I spent an hour yelling at some outsourced support representative about how they sold me a product that broke and that was their problem, where I go after I purchase an item should not be a concern. Eventually I wore them down and got a supervisor to note and agree to reimbursing the shipping costs once the item was back with Amazon. I got lucky.
Most people who will go through this will never be so lucky. They will be forced to pay a huge shipping amount for something that may cost much less! Amazon, as big as they are, doesn't seem to have any type of deals in play for international couriers. You would think they would be smart enough to ensure that all places receive the same type of customer service.
Lost Time
As mentioned before, a lot of these troubles can cause time loss. Sometimes it's not a huge deal, but what about those times when it is? Amazon should be at the ready to give credits to those who have truly been screwed.
Sure, it wouldn't be easy to discern if someone truly got screwed because of lost time, but I'm sure there are plenty of people who would have no problem proving it in order to get a $5 credit.
People like me, who have Amazon Prime, really get pissed off because we pay for a premium shipping service and expect no time to be wasted. And while most items will come in a timely manner, the times they don't can and do affect us. This is not just about shipping times, but time wasted for the same reasons written above and more.
Oh, Amazon
I still love Amazon. I don't plan on stopping myself from buying from them unless they pull something really crazy. Even then, it may be hard to get away because they offer the cheapest prices on so many items. My hope is that even though they do very well in how they operate, they take time to evaluate what could be done better rather than trying to progress themselves before doing so.
Showing posts with label prices. Show all posts
Showing posts with label prices. Show all posts
Saturday, July 4, 2015
Monday, June 15, 2015
Why GeekBuying Sucks and BangGood Doesn't
Most people in the US, and other first-world countries, think (and are usually correctly) that if you buy a Chinese-made product, you're taking a risk. I want to review two Chinese websites gaining popularity that are geared towards countries like the US and other English-speaking countries who are looking for cheap products.
Quality Control
When most of us buy a brand name we expect a certain amount of good support as well as a well-functioning product that won't deteriorate after a few month's use. When it comes to items coming from China, most of us know that it is a risk. It could work great, then die after a few months. It could work for one intended purpose flawlessly but not work at all for another. Or it may just not work period!
I am not trying to bad-mouth China. Instead, I want to explain why people think like this about their products. The main reason is quality control.
Let me first start off with an example of how China can create quality products. It's my most overused example, but one of the best nonetheless. Apple creates its iPhone and other products in China. If they were to produce duds a good portion of the time, they would not be the most profitable company in the world. What is done to curb that (as no product line can get away without a few defective devices), is implement regulations and policies that must be adhered to in order to have high quality control. This ensures that its consumers rarely get defective products and that Apple still makes a killing not only on their over-inflated retail prices, but from their cheap Chinese labor.
That is what you want when you buy a Chinese-made item. However, most of the items being pumped out of China seldom have this approach. There are big brand names from China like Xiaomi or TP-Link that do make good products, and for the most part, seem to have good quality control enforced. But the majority of Chinese products first-world consumers are willing to buy are usually cheap knockoffs of something else.
You can find these in major online shopping outlets, and a vast majority is now made up of electronic devices ranging from WiFi adapters to USB flash drives. Many of which break down just after enough time has passed where you cannot return it to the store you bought it from. What's worse is that many of these products do not have any warranties, so there is no recourse whatsoever.
One reason I try to avoid Chinese products when possible is that they often don't even follow guidelines for safety measures. There are plenty of people, in China as well, who have bought charging adapters for their phones to be shocked later on. Most survive, but a mutual friend of mine has a child that was shocked and killed because of such shoddy workmanship.
Customer Support
The next biggest problem is customer support. If your Chinese item does have customer support, it can be a nightmare just trying to get it replaced. You normally have to speak to someone who doesn't have a good enough grip of the English language to understand what's going on. And even if they comprehend what's happening, they may not be able to provide any type of support.
The only time this may not be true is usually of larger companies who have opened up a company in your country, where you can deal with people who you can talk to easily. I have had to do this with LG, and while it was definitely out-of-my-way in terms of location, I had a smartphone replaced free-of-charge. Then again, LG is a Korean company. And if thinking of Apple, it's already a first-world country business that is well-known for their support. They just happen to make their products in China.
What lack of or minimal customer support does to a consumer is not so much having them contemplate whether they can rely on customer support to handle issues; but instead questioning whether a person is willing to spend so much money (that they will never get back) if the product never works, stops working, or can't be fixed.
Quality control and customer support are the two major hurdles Chinese companies need to address if they ever want to rival companies like Apple, Samsung, etc.
Chinese Goods Websites
Chinese goods websites have been around for a long time now, and the majority of them are just scams. I come across numerous ones that offer ridiculous prices for professional cameras and branded laptops. The only way to know that they are on the up-and-up is to check how purchases are made.
On many of these nefarious websites purchases can only be made by bank wire transfer or a service similar to Western Union. These sites are scams. There could be a few legitimate ones, but I've never come across any.
Another decent method to know if these sites are legitimate is by checking their domain name information. While where the domain name is registered does not always help, the length of time the site has been around may help. A site that has been around years may actually be real, however, if they only offer the same purchase options as stated above, you can rest assured that you are not missing the deal of a lifetime.
These sites scam people out of money that people will never get back, and continue doing so until they are shut down. They usually just spring up under another domain name days later.
If the companies offer credit card payments or something like PayPal, then normally you are on a legitimate site. And even if not, and they do happen to try to bilk you out of your money, you can use your bank or PayPal to start a claim and get your money back. Just as a note, banks normally give two months to start a claim, while PayPal gives three.
Preface
I first heard of GeekBuying from an article on an Android smartphone (THL 5000). The author mentioned the site since it was the only place they could find that sold the phone. I checked them out and they seemed good enough to give a try when I had a need to do so.
GeekBuying is in English, and good English at that. It defaults to USD for prices, which can be changed to a variety of other currencies. There is a chat button, but it reminds me too much of the Chinese flag, indicating to me that having a short chat will turn into an hour long ordeal. They even have email newsletters in (good) English. They seem to always be having a sale or discounts, and advertise coupons for many of their products. It is a simple layout with easy navigation.
BangGood is virtually the same as GeekBuying but with an unarguably stupid name. They offer much of the same stuff. The reason I had used them was my niece needed something from them that GeekBuying did not have.
Smarter Chinese companies are now making well-made English websites to entice foreign shoppers. They must be hiring English speakers to type up their website and newsletters. It's a smart move, but that doesn't mean much since really anyone can do that.
Most of their products are reasonably priced, and you can purchase a lot of items that aren't available in the US or other first-world countries. Additionally good is that they offer PayPal as a form of payment, as well as credit card payments.
My Experience - GeekBuying
I had wanted to use GeekBuying for some time, but I really had no need. A niece of mine was looking for a new GoPro and I recommended the Xiaomi Yi Action Camera since it was 1/3 the price. The quality of this camera is quite exceptional from reviews and comparisons I have seen. The only lacking aspect is 4K, but that's only a minor issue for myself. On top of this, Xiaomi is a world-renowned Chinese smartphone company, so it should be made of excellent quality.
I persuaded my niece to buy one along with a waterproof case from GeekBuying. She agreed and I purchased it immediately (around the 20-21st) with the fastest shipping available from DHL. I got confirmation emails of my purchase and read that there was some small processing time. Of course no mention of actually how long was defined. The next day I made the exact same order for my niece's friend.
After about a week, I emailed asking what the hold up was? Where was my tracking numbers?
I first got a reply saying it was still processing the order. Now, in my lifetime, I have never had to go through such a long process order for items like this. The money was already withdrawn from my bank account, and since I used PayPal, I had a record of it there as well.
I responded explaining that the money was already gone so I know it wasn't a processing problem. Not only that, I had purchased an item from BangGood the same day which had already arrived...
I was then sent an email explaining that the camera (notice no plural) was ready to be shipped by DHL. And that the waterproof case was a "presale" item and would not be able to be shipped until the end of the month. I checked the website and the picture for the waterproof case had been slightly altered to add a small ribbon in the corner to say "Pre-Sale".
This was something that was not stated on the site during my purchase, not only that, I would not have made the purchase otherwise. My niece was going on a trip on the second of the next month and wanted to use it while diving.
Beyond this, they also stated that they could send the camera by DHL, and that they would then send the waterproof case by registered airmail. Of course I wanted the camera ASAP, considering that the point of paying for fast shipping is to send the items quickly, but I shouldn't be paying as much if they're just going to ship my second item through local (cheaper) services, ones that cannot be tracked.
I again responded but stated my demands. I expected both of my camera orders to be sent by DHL immediately, as they offered. But that I would not accept any type of other shipping since I paid for DHL and I wanted tracking.
They ended up shipping one camera, the one from my second order. It took a little over a week to arrive.
I also explained in great detail that if I did not receive email replies within two days addressing these issues and acknowledging what I wanted (and paid for), I would initiate partial (and whole if necessary) refunds from PayPal. I reiterated that point again and again as I told them no reply would result in the same consequence.
It took them days to respond and asked if I would like the other camera shipped. In capital letters I told them to send it immediately and provide me a tracking number. It took them another few days before it was finally sent...
The second camera arrived, but I had not received any emails about the current status of waterproof cases. By this point I had one email telling me they would be available by the end of the month, and another at the beginning of the next month.
Suffice to say I was furious at such as crappy company and identical service. I made some idle threats, which I wanted to follow up on, but since it was not my money nor my products, I had to sit back and wait. I did state that I would wait until the 10th of the month, since that would be the ending of the beginning of the month if you were to divide it into three sections.
Finally, on the 12th (of the next month), the first package with the waterproof case was sent. It stated it was sent by Hong Kong post, and that it would take 15-30 days to arrive! Had I been in the US at the time, I would understand the tardiness of the package, but I was only hours away by airplane, so this was just plain stupidity on their part. That's not even going back over how I paid for fast shipping through DHL.
On the next day I received an email that the second package was sent. Mind you, the only thing they seemed to do right was send my first order first instead of the other way around like with the cameras. What was odd was that a courier named NHLPost was carrying the second package... Why would you need different carriers? Generally, a company chooses a courier and they stick with it. I chalk this up to them either not having a proper scheduled time of when to ship packages, or that they are genuinely a company so lacking in infrastructure that they can't even decide upon the most basic of things. If it matters, the arrival time was also between 15-30 days.
What might be of interest to some is that before the waterproof cases were sent, I decided to check the website once more for them. There was the waterproof cases I bought, but now there was another case available about $4-$5 cheaper, that looks exactly the same...
The first waterproof case arrived, followed by the second, about two weeks later. This is despite having been shipped the day after the first one... The ONLY good news from this was that my ordeal was over and everything seemed to work.
Another interesting note about the waterproof cases was that the packaging they came in stated that if no sender could be reached to return the package to somewhere in the Netherlands. I don't even know what this could mean. Maybe it's actually a product of the Netherlands, but other than that, I have no idea why a foreign country would bother spending time and money sending a return package to anywhere other than its original destination.
My Experience - BangGood
My niece also wanted a special wrist wrap to use the camera while hang gliding, as did her friend. Since GeekBuying did not have anything like that, I turned to BangGood.
It was practically the same setup, except they have some random tracking site for their items. There didn't seem to be a recognizable option as far as third-party couriers go, so I couldn't verify anything about the shipments.
The good news is that the "processing time" was incredibly short for the first order and it arrived in just over a week's time. The bad news is the second order didn't seem to have the same timeline despite being made the day after.
Their tracking for the order was not working and I kept getting an error on their contact form that stated the order didn't even exist. I eventually wrote to them and explained the situation asking why it was taking so long and that no reply would result in a refund through PayPal.
I got a reply that gave me a working tracking number to their tracking site and showed it in transit. I was told that it had been out-of-stock and it was just now being shipped, but that I may have to wait 7-25 days!
Again, these orders all had the fastest shipping rates paid for, so 7-25 days is way too long, especially considering the wait time that has already passed. I responded that I was happy to wait if they would refund the shipping, otherwise, it needed to be here by the next week or I would start a refund regardless.
They sent me another email apologizing for the confusion thinking I had chose free shipping. A week later the second wrist wrap arrived.
The Good
Both companies offer a variety of products that are either hard to get at cheap prices in first-world countries, or that are simply not available in them. The prices are inexpensive, and they offer free shipping on everything.
It also helps a lot that it caters towards English-speakers, making it easy to find what you want and order it. In addition, proper payment methods such as credit cards and PayPal help make customers from first-world countries feel secure since they have a way to file claims if they are somehow screwed out of their money.
The products from these sites can be of excellent quality. Yet, they still offer plenty of products I would say are a risk to take since they are not brand names, or even stamped with a name at all. Despite that, if you're willing to take the risk, you can get some of those no-name items fairly cheap.
The Bad
There are quite a few bad items, none to be taken lightly if spending a decent amount--which I would never recommend for a first-time customer.
The first is the customer support. While they can afford to send newsletters and make a pretty website with acceptable English, they can't afford to hire a staff that doesn't speak broken English. They use phrases that piss you off more than help, like "be at ease", that conjures up feelings that you are being scammed.
Another grand issue is selling something that is not ready to be sold. It's great that you correct your mistake after-the-fact, but what about people like me who already bought it because it is rightly expected to be ready to ship?
Furthermore, if you offer fast shipping, but you pretend that processing times takes days upon days, then you are misleading people into believing products will be delivered in a timely manner.
To add to that point, if I pay for multiple items, all to be shipped via a specified courier so that they can be expedited, all items should be shipped via that courier regardless if sent sooner or later. It's not the fault of the customer if you do not factor these types of situations into your overhead expenses during checkout, and they should not be the ones having to pay for it when they're doing that company the courtesy of shopping there. All this does, just as in my case, is ensure that I will never use or recommend that company to anyone else, and go so far as to utilize my time to find alternatives for friends or family who are about to make the mistake of using said company.
One final issue I have is the need for the customer to contact the company when something goes wrong. The customer should only need to pay and wait for their products to arrive. In fact, they are oblivious to any mishaps unless notified (or someone who keeps an eye on these dealings as closely as I do). It is not their responsibility to reach out and ask why nothing has happened. It is the company's sole responsibility to reach out and communicate if anything is amiss. Again, simple things like this ensure customers like me never want to use their service again. If something takes too long, the fear of not being able to get a refund also becomes a reality, which prods people like me to initiate a refund regardless of what support is given.
While not an issue, I would think that mistakes like these should be handled with discount coupons or vouchers. Even if I don't use them, I still feel better that at least I got them. Anything at all that resembles a willingness to admit fault and wish to fix it is a plus that these companies seem oblivious to.
The Verdict
So, in light of all the predicaments I had with (mainly) GeekBuying, I think it is quite obvious as to who takes the cake here: BangGood
I believe the only difference (besides support) I noticed was shipping costs and how shipping was tracked. If you weighed only those differences, GeekBuying may seem to be the more appealing of the two companies. However, once you include support, I think BangGood lunges ahead by miles.
This doesn't mean that one or the other will always be better or worse. In a few years the tables could change and I could be writing about the fall of BangGood and the rise of GeekBuying (even if unlikely since I have no intention of going back to GeekBuying unless there is no viable alternative). As for now though, I recommend using BangGood if possible.
Quality Control
When most of us buy a brand name we expect a certain amount of good support as well as a well-functioning product that won't deteriorate after a few month's use. When it comes to items coming from China, most of us know that it is a risk. It could work great, then die after a few months. It could work for one intended purpose flawlessly but not work at all for another. Or it may just not work period!
I am not trying to bad-mouth China. Instead, I want to explain why people think like this about their products. The main reason is quality control.
Let me first start off with an example of how China can create quality products. It's my most overused example, but one of the best nonetheless. Apple creates its iPhone and other products in China. If they were to produce duds a good portion of the time, they would not be the most profitable company in the world. What is done to curb that (as no product line can get away without a few defective devices), is implement regulations and policies that must be adhered to in order to have high quality control. This ensures that its consumers rarely get defective products and that Apple still makes a killing not only on their over-inflated retail prices, but from their cheap Chinese labor.
That is what you want when you buy a Chinese-made item. However, most of the items being pumped out of China seldom have this approach. There are big brand names from China like Xiaomi or TP-Link that do make good products, and for the most part, seem to have good quality control enforced. But the majority of Chinese products first-world consumers are willing to buy are usually cheap knockoffs of something else.
You can find these in major online shopping outlets, and a vast majority is now made up of electronic devices ranging from WiFi adapters to USB flash drives. Many of which break down just after enough time has passed where you cannot return it to the store you bought it from. What's worse is that many of these products do not have any warranties, so there is no recourse whatsoever.
One reason I try to avoid Chinese products when possible is that they often don't even follow guidelines for safety measures. There are plenty of people, in China as well, who have bought charging adapters for their phones to be shocked later on. Most survive, but a mutual friend of mine has a child that was shocked and killed because of such shoddy workmanship.
Customer Support
The next biggest problem is customer support. If your Chinese item does have customer support, it can be a nightmare just trying to get it replaced. You normally have to speak to someone who doesn't have a good enough grip of the English language to understand what's going on. And even if they comprehend what's happening, they may not be able to provide any type of support.
The only time this may not be true is usually of larger companies who have opened up a company in your country, where you can deal with people who you can talk to easily. I have had to do this with LG, and while it was definitely out-of-my-way in terms of location, I had a smartphone replaced free-of-charge. Then again, LG is a Korean company. And if thinking of Apple, it's already a first-world country business that is well-known for their support. They just happen to make their products in China.
What lack of or minimal customer support does to a consumer is not so much having them contemplate whether they can rely on customer support to handle issues; but instead questioning whether a person is willing to spend so much money (that they will never get back) if the product never works, stops working, or can't be fixed.
Quality control and customer support are the two major hurdles Chinese companies need to address if they ever want to rival companies like Apple, Samsung, etc.
Chinese Goods Websites
Chinese goods websites have been around for a long time now, and the majority of them are just scams. I come across numerous ones that offer ridiculous prices for professional cameras and branded laptops. The only way to know that they are on the up-and-up is to check how purchases are made.
On many of these nefarious websites purchases can only be made by bank wire transfer or a service similar to Western Union. These sites are scams. There could be a few legitimate ones, but I've never come across any.
Another decent method to know if these sites are legitimate is by checking their domain name information. While where the domain name is registered does not always help, the length of time the site has been around may help. A site that has been around years may actually be real, however, if they only offer the same purchase options as stated above, you can rest assured that you are not missing the deal of a lifetime.
These sites scam people out of money that people will never get back, and continue doing so until they are shut down. They usually just spring up under another domain name days later.
If the companies offer credit card payments or something like PayPal, then normally you are on a legitimate site. And even if not, and they do happen to try to bilk you out of your money, you can use your bank or PayPal to start a claim and get your money back. Just as a note, banks normally give two months to start a claim, while PayPal gives three.
Preface
I first heard of GeekBuying from an article on an Android smartphone (THL 5000). The author mentioned the site since it was the only place they could find that sold the phone. I checked them out and they seemed good enough to give a try when I had a need to do so.
GeekBuying is in English, and good English at that. It defaults to USD for prices, which can be changed to a variety of other currencies. There is a chat button, but it reminds me too much of the Chinese flag, indicating to me that having a short chat will turn into an hour long ordeal. They even have email newsletters in (good) English. They seem to always be having a sale or discounts, and advertise coupons for many of their products. It is a simple layout with easy navigation.
BangGood is virtually the same as GeekBuying but with an unarguably stupid name. They offer much of the same stuff. The reason I had used them was my niece needed something from them that GeekBuying did not have.
Smarter Chinese companies are now making well-made English websites to entice foreign shoppers. They must be hiring English speakers to type up their website and newsletters. It's a smart move, but that doesn't mean much since really anyone can do that.
Most of their products are reasonably priced, and you can purchase a lot of items that aren't available in the US or other first-world countries. Additionally good is that they offer PayPal as a form of payment, as well as credit card payments.
My Experience - GeekBuying
I had wanted to use GeekBuying for some time, but I really had no need. A niece of mine was looking for a new GoPro and I recommended the Xiaomi Yi Action Camera since it was 1/3 the price. The quality of this camera is quite exceptional from reviews and comparisons I have seen. The only lacking aspect is 4K, but that's only a minor issue for myself. On top of this, Xiaomi is a world-renowned Chinese smartphone company, so it should be made of excellent quality.
I persuaded my niece to buy one along with a waterproof case from GeekBuying. She agreed and I purchased it immediately (around the 20-21st) with the fastest shipping available from DHL. I got confirmation emails of my purchase and read that there was some small processing time. Of course no mention of actually how long was defined. The next day I made the exact same order for my niece's friend.
After about a week, I emailed asking what the hold up was? Where was my tracking numbers?
I first got a reply saying it was still processing the order. Now, in my lifetime, I have never had to go through such a long process order for items like this. The money was already withdrawn from my bank account, and since I used PayPal, I had a record of it there as well.
I responded explaining that the money was already gone so I know it wasn't a processing problem. Not only that, I had purchased an item from BangGood the same day which had already arrived...
I was then sent an email explaining that the camera (notice no plural) was ready to be shipped by DHL. And that the waterproof case was a "presale" item and would not be able to be shipped until the end of the month. I checked the website and the picture for the waterproof case had been slightly altered to add a small ribbon in the corner to say "Pre-Sale".
This was something that was not stated on the site during my purchase, not only that, I would not have made the purchase otherwise. My niece was going on a trip on the second of the next month and wanted to use it while diving.
Beyond this, they also stated that they could send the camera by DHL, and that they would then send the waterproof case by registered airmail. Of course I wanted the camera ASAP, considering that the point of paying for fast shipping is to send the items quickly, but I shouldn't be paying as much if they're just going to ship my second item through local (cheaper) services, ones that cannot be tracked.
I again responded but stated my demands. I expected both of my camera orders to be sent by DHL immediately, as they offered. But that I would not accept any type of other shipping since I paid for DHL and I wanted tracking.
They ended up shipping one camera, the one from my second order. It took a little over a week to arrive.
I also explained in great detail that if I did not receive email replies within two days addressing these issues and acknowledging what I wanted (and paid for), I would initiate partial (and whole if necessary) refunds from PayPal. I reiterated that point again and again as I told them no reply would result in the same consequence.
It took them days to respond and asked if I would like the other camera shipped. In capital letters I told them to send it immediately and provide me a tracking number. It took them another few days before it was finally sent...
The second camera arrived, but I had not received any emails about the current status of waterproof cases. By this point I had one email telling me they would be available by the end of the month, and another at the beginning of the next month.
Suffice to say I was furious at such as crappy company and identical service. I made some idle threats, which I wanted to follow up on, but since it was not my money nor my products, I had to sit back and wait. I did state that I would wait until the 10th of the month, since that would be the ending of the beginning of the month if you were to divide it into three sections.
Finally, on the 12th (of the next month), the first package with the waterproof case was sent. It stated it was sent by Hong Kong post, and that it would take 15-30 days to arrive! Had I been in the US at the time, I would understand the tardiness of the package, but I was only hours away by airplane, so this was just plain stupidity on their part. That's not even going back over how I paid for fast shipping through DHL.
On the next day I received an email that the second package was sent. Mind you, the only thing they seemed to do right was send my first order first instead of the other way around like with the cameras. What was odd was that a courier named NHLPost was carrying the second package... Why would you need different carriers? Generally, a company chooses a courier and they stick with it. I chalk this up to them either not having a proper scheduled time of when to ship packages, or that they are genuinely a company so lacking in infrastructure that they can't even decide upon the most basic of things. If it matters, the arrival time was also between 15-30 days.
What might be of interest to some is that before the waterproof cases were sent, I decided to check the website once more for them. There was the waterproof cases I bought, but now there was another case available about $4-$5 cheaper, that looks exactly the same...
The first waterproof case arrived, followed by the second, about two weeks later. This is despite having been shipped the day after the first one... The ONLY good news from this was that my ordeal was over and everything seemed to work.
Another interesting note about the waterproof cases was that the packaging they came in stated that if no sender could be reached to return the package to somewhere in the Netherlands. I don't even know what this could mean. Maybe it's actually a product of the Netherlands, but other than that, I have no idea why a foreign country would bother spending time and money sending a return package to anywhere other than its original destination.
My Experience - BangGood
My niece also wanted a special wrist wrap to use the camera while hang gliding, as did her friend. Since GeekBuying did not have anything like that, I turned to BangGood.
It was practically the same setup, except they have some random tracking site for their items. There didn't seem to be a recognizable option as far as third-party couriers go, so I couldn't verify anything about the shipments.
The good news is that the "processing time" was incredibly short for the first order and it arrived in just over a week's time. The bad news is the second order didn't seem to have the same timeline despite being made the day after.
Their tracking for the order was not working and I kept getting an error on their contact form that stated the order didn't even exist. I eventually wrote to them and explained the situation asking why it was taking so long and that no reply would result in a refund through PayPal.
I got a reply that gave me a working tracking number to their tracking site and showed it in transit. I was told that it had been out-of-stock and it was just now being shipped, but that I may have to wait 7-25 days!
Again, these orders all had the fastest shipping rates paid for, so 7-25 days is way too long, especially considering the wait time that has already passed. I responded that I was happy to wait if they would refund the shipping, otherwise, it needed to be here by the next week or I would start a refund regardless.
They sent me another email apologizing for the confusion thinking I had chose free shipping. A week later the second wrist wrap arrived.
The Good
Both companies offer a variety of products that are either hard to get at cheap prices in first-world countries, or that are simply not available in them. The prices are inexpensive, and they offer free shipping on everything.
It also helps a lot that it caters towards English-speakers, making it easy to find what you want and order it. In addition, proper payment methods such as credit cards and PayPal help make customers from first-world countries feel secure since they have a way to file claims if they are somehow screwed out of their money.
The products from these sites can be of excellent quality. Yet, they still offer plenty of products I would say are a risk to take since they are not brand names, or even stamped with a name at all. Despite that, if you're willing to take the risk, you can get some of those no-name items fairly cheap.
The Bad
There are quite a few bad items, none to be taken lightly if spending a decent amount--which I would never recommend for a first-time customer.
The first is the customer support. While they can afford to send newsletters and make a pretty website with acceptable English, they can't afford to hire a staff that doesn't speak broken English. They use phrases that piss you off more than help, like "be at ease", that conjures up feelings that you are being scammed.
Another grand issue is selling something that is not ready to be sold. It's great that you correct your mistake after-the-fact, but what about people like me who already bought it because it is rightly expected to be ready to ship?
Furthermore, if you offer fast shipping, but you pretend that processing times takes days upon days, then you are misleading people into believing products will be delivered in a timely manner.
To add to that point, if I pay for multiple items, all to be shipped via a specified courier so that they can be expedited, all items should be shipped via that courier regardless if sent sooner or later. It's not the fault of the customer if you do not factor these types of situations into your overhead expenses during checkout, and they should not be the ones having to pay for it when they're doing that company the courtesy of shopping there. All this does, just as in my case, is ensure that I will never use or recommend that company to anyone else, and go so far as to utilize my time to find alternatives for friends or family who are about to make the mistake of using said company.
One final issue I have is the need for the customer to contact the company when something goes wrong. The customer should only need to pay and wait for their products to arrive. In fact, they are oblivious to any mishaps unless notified (or someone who keeps an eye on these dealings as closely as I do). It is not their responsibility to reach out and ask why nothing has happened. It is the company's sole responsibility to reach out and communicate if anything is amiss. Again, simple things like this ensure customers like me never want to use their service again. If something takes too long, the fear of not being able to get a refund also becomes a reality, which prods people like me to initiate a refund regardless of what support is given.
While not an issue, I would think that mistakes like these should be handled with discount coupons or vouchers. Even if I don't use them, I still feel better that at least I got them. Anything at all that resembles a willingness to admit fault and wish to fix it is a plus that these companies seem oblivious to.
The Verdict
So, in light of all the predicaments I had with (mainly) GeekBuying, I think it is quite obvious as to who takes the cake here: BangGood
I believe the only difference (besides support) I noticed was shipping costs and how shipping was tracked. If you weighed only those differences, GeekBuying may seem to be the more appealing of the two companies. However, once you include support, I think BangGood lunges ahead by miles.
This doesn't mean that one or the other will always be better or worse. In a few years the tables could change and I could be writing about the fall of BangGood and the rise of GeekBuying (even if unlikely since I have no intention of going back to GeekBuying unless there is no viable alternative). As for now though, I recommend using BangGood if possible.
Subscribe to:
Posts (Atom)