Before 2010 we used to ship fixed RE0 as replacement to customers. Since we received some complain about this, we start to providing new replacement since early 2011.
When I reply keanex's email, I was on my way to airport. I don't want customer to wait so that I directly reply with my cellphone. I found a internet bar in airport a while ago so that I can reply the post right now. If the customer don't have money to pay $1.5 shipping cost, we of course can help him after we receiving the package.
In keanex's email (8:22pm), at first he mentioned he don't have the invoice or receipt.
I replied him at 8:44pm, told him that he should have an email invoice in his email.
In 9: 15pm, keanex replied that he got problem of his email so that he can not provide me any invoice.
I told him that he should have the record in his paypal or googleaccount. (9:22pm).
I got his reply that he paid via debit card, not paypal or google. (9:24pm).
Then I told him he might purchase at amazon or from other sellers. (9:27pm)
In 9:34, keanex found this transaction in amazon at Nov 4th at 2010.
I send the warranty instruction email to the customer at 9:41.
"Good. Now u can get ur warranty with ur receipt. Pls print ur amazon receipt and this email, note u need a replacement, and ship ur earphone (no accessories and box) to the following address.
41-70 main st, #3-326
Flushing, ny 11355 "
In 9:46 the customer don't want to pay shipping, and start to attack in words, and insisted that we will send him a bad replacement.
I replied at 9:55 that shipping back via USPS only take $1.5, and we will ship him a new replacement.
In 10:03PM， customer keep telling me that he don't believe we will not ship him a new replacement. And attacking.
I tried to tell him that pls trust us, and we will send him a new replacement, but customer never listen to me, and keep threatening in words.
Originally Posted by keanex
After many back and forth e-mails with Nankai I was informed that they would "replace" them if I sent them in. Now when I say they want me to send them in, they are making me pay postage when the item is covered under warranty. I have never once heard of a company making it's customers pay postage to fix an item under warranty. The response I got when I questioned this was that it was only $1.50 USPS. Why should I have to pay for their mistake? Even so if I were to send them in, I've heard horror stories, people who are sent back the exact same item they sent in unfixed, people who received a different pair of their headphones that were used/broken, and a personal friend waited 20 days after the item was received before it was sent back to him. The whole conversation was handled unprofessionally by Nankai typing words like "u" and lack of any sort of grammar attention at all, I felt like I was talking to a 15 year old FPS gamer. Nankai even threatened to publicly display my e-mails, in-which I'm obviously expressing anger due to terrible customer service.
I will never recommend or buy another poorly made Head-Direct product.
Edited by Nankai - 6/8/11 at 8:24pm