Apos Audio Returns

[duffer5]

Bob is the guy who responded to me as well.

Me as well. Made up name as his hours are China working hours. I am fine if he is in China but they represent themselves as usa based. They are not.

 

[ianedwards]

Any random seller on Aliexpress tends to have better support than these guys, I think they're just dishonest.

 

[dougms3]

Any random seller on Aliexpress tends to have better support than these guys, I think they're just dishonest.

Don't worry.

Just dispute the charge with Amex. Amex takes care of their customers.

Bob doesn't seem to know much about how these things work in the US.

 

[Essar]

Having trouble returning my SMSL SU-9 DAC to APOS. They're missing in action. Sheila at customer service was supposed to send me a RMA# via email yesterday and nothing. Now today, they are ignoring me online. I'm very upset. I've spend hours trying to return a DAC. Never again for APOS AUDIO. I'll goto Amazon only from now on. Never had trouble like this before. There is absolutely no live person to talk to by phone at Apos Audio.

Exact same problem wiith the SU-9 and Sheila. It looks as though I'm stuck with it. There's no excuse for this fraud. I'm having my bank examine these practices and I have disputed the charge under the "defective product" criterion. I am considering seeking out others with the same problem for a mass complaint to the California AG.

I am furious.

 

[duffer5]

Exact same problem wiith the SU-9 and Sheila. It looks as though I'm stuck with it. There's no excuse for this fraud. I'm having my bank examine these practices and I have disputed the charge under the "defective product" criterion. I am considering seeking out others with the same problem for a mass complaint to the California AG.

I am furious.

Typical Apos and I am sorry to learn you are going through that.

 

[Sebastien Chiu]

Not surprised - still sorry to hear that they are around and that this is happening.

 

[vcoheda]

here is their "US" headquarters if that says anything.

 

[Essar]

Not surprised - still sorry to hear that they are around and that this is happening.

I received this, probably because I informed them I'd involved my bank in a dispute:

Hi Steve,

Our apologies. We were short-staffed so we're not able to respond to you right away. Your request was received and acknowledged on July 30 so you're still covered by our 45-day return policy. I've now re-escalated it to our team.

A part of your order is an Apos Certified unit, it's a final sale product and is only eligible for a return for replacement but I'll seek an approval for your request since you're looking at a different stack already.

We apologize for this unusual delays on our responses and we appreciate your understanding. I'll follow up as soon as I get an update.

Sincerely,
Shiela


_______________________

Appreciate my understanding? I have none. It's not that hard to raise your pay and/or make your workplace more hospitable to reduce turnover.

 

[duffer5]

Yes, I got a similar response once my bank got involved. All stall tactics. Took me another 30 days to resolve. And Shiela is not USA based, she / he is based in china not Oakland CA (obvious Apos used a domestic name to make customers feel comfortable.) China support would be fine if it was transparent. Apos is far from transparent. Keep on top of them everyday and don’t relent.

 

[Essar]

Thanks. I'll let my bank do its thing. I was going to replace my defective SMSL SU-9 and SH-9 with the Topping equivalents and even put in an order but my bank froze the transaction out of suspected credit card fraud. It may have been the size of the transaction or Apos has been flagged by them. It was only then that I began looking into Apos and discovered numerous other forums with the same complaint. I cancelled the sale.

 

[Essar]

Apos did me a solid. They accepted the return of my SMSL amp and DAC. I then bought a Topping D90LE DAC and A90 Discrete amp. Both were to have been "Apos certified," which saves some cash. They got their inventory wrong about available "Apos certified" and upgraded, free of charge, the DAC to new and unopened. I received a very nice letter from Dani. It seems they really ARE just inundated and don't have enough staff, which is better than being dishonest.

 

[Condocondor]

It seems they really ARE just inundated and don't have enough staff, which is better than being dishonest.

You know, as long as expectations are set from the get-go and everyone is aware of the RETURN process timeline, people are fabulously capable of compassion and understanding. Apos could make an announcement on their home page. "The Return Process may take 7 days to get you a return ticket. More chats will not speed the process. Please be patient with us. We love serving you, our valued (return) customers."