Apos Audio Returns

[duffer5]

Still no response from Apos to follow up on a return request made on 2/7. Also sent 3 emails since asking for the details I was told I would get to finalize the return and nothing but silence. If I get no response this week I’m asking PayPal to work on getting my money back and Apos can reach out to me about getting their Dac.

Sadly, exactly my experience.

 

[ericx85]

I pretty much just had enough of it and sent a new email wanting an answer by the end of the week. I don't know what happened with Apos as I've always had a good experience with them in the past. If they try some kind of run around I'll just consider legal options to get my money back. Really tired of it. Don't know if their support team is in the US or China, but hifi-go which I believe is based in China had no problem giving me instructions about getting a dac that crapped out back to them for a return/replacement a long time ago.

 

[duffer5]

I pretty much just had enough of it and sent a new email wanting an answer by the end of the week. I don't know what happened with Apos as I've always had a good experience with them in the past. If they try some kind of run around I'll just consider legal options to get my money back. Really tired of it. Don't know if their support team is in the US or China, but hifi-go which I believe is based in China had no problem giving me instructions about getting a dac that crapped out back to them for a return/replacement a long time ago.

I have to believe the support team is based in China. The support staff I also believe have taken on "familiar," names to give the impression that they are in the USA but clearly by the few and far responses I have received (China hours) and the content of the replies these are non-native English speakers replying. Apos in my opinion is the worst in the industry and I tell whomever is interested in Hifi Headphone gear go with Headphones.com, Audio46,Bloom, MusicTeck and if needed to go directly to China then Linsoul Audio. I am sure I have missed others but I always recommend avoiding Apos.

If I were you I would not wait until the end of the week, get PayPal or your Credit Card company involved asap,. Get your money back and move on. Apos is embracing the shady business practices we all fear.

To be honest I think Head-fi has an obligation to vet their sponsors, which Apos is, and you and I are not alone in our experiences. If we are not alone and this is the norm and not the exception Head-fi should drop them. I feel if a company is a advertising vendor on Head-fi they are vetted and a trusted resource but clearly that is not the case because we have Apos as the shining example of a bad company in the head-fi world.

Now don't get me wrong, Head-fi does the best they can and revenue $$$ is important to keep the site up and running but I wonder how many "bad experiences," people need to have before Head-fi team members notice. Also keep in mind Apos is marginally active on this site and have never responded to a single customer complaint. Not once. That is telling. Just sayin...

 

[ianedwards]

Chiming in with another negative Apos experience. They have to have the worst customer service of any retailer I've ever done business with.

Dec 21: Placed order
Dec 22: Shipped
Dec 27: Delivered
Feb 1: Total failure of headphone amplifier
Feb 2: Email Apos.
Feb 4: A reply finally comes. They offer some suggestions that clearly will not fix the amplifier. I ask for a replacement, then after really thinking about it I ask for a return on Feb 5 (+40 days). I argue with them about how I will have to pay shipping either way (for a completely defective one month old amplifier!) One day later they email back and say that the order is still covered by warranty so we should try that first.
Feb 6 (+41 days, within return policy): Request RMA online and receive it immediately. I send the amp in using a provided UPS label.
Feb 14: Apos emails asking I pay for return shipping before they'll dispatch a replacement. I remind them that I wanted a return.

This leads to two weeks of arguing with them over email. Romar and Bob both tell me that we are now past the return window and that they "cannot make an exception in this case" despite the fact that their return policy is 45 days and my RMA was approved on day 41.

Regarding your request for a return, we would like to reiterate our return policy which is clearly stated on our website. Unfortunately, we are unable to accept returns outside of this policy.

In light of your dissatisfaction, we understand that you may wish to pursue a chargeback through your credit card processor. If this is the case, please be assured that we will work with the processor and provide them with a record of our exchange, including our return policy.

I tell them that any package they send will be refused and returned until I get a refund. I remind them that they still have both my money and the amplifier and that it's laughable to imagine American Express will side with them on this.

What absolute scam artists.

 

[duffer5]

Chiming in with another negative Apos experience. They have to have the worst customer service of any retailer I've ever done business with.

Dec 21: Placed order
Dec 22: Shipped
Dec 27: Delivered
Feb 1: Total failure of headphone amplifier
Feb 2: Email Apos.
Feb 4: A reply finally comes. They offer some suggestions that clearly will not fix the amplifier. I ask for a replacement, then after really thinking about it I ask for a return on Feb 5 (+40 days). I argue with them about how I will have to pay shipping either way (for a completely defective one month old amplifier!) One day later they email back and say that the order is still covered by warranty so we should try that first.
Feb 6 (+41 days, within return policy): Request RMA online and receive it immediately. I send the amp in using a provided UPS label.
Feb 14: Apos emails asking I pay for return shipping before they'll dispatch a replacement. I remind them that I wanted a return.

This leads to two weeks of arguing with them over email. Romar and Bob both tell me that we are now past the return window and that they "cannot make an exception in this case" despite the fact that their return policy is 45 days and my RMA was approved on day 41.



I tell them that any package they send will be refused and returned until I get a refund. I remind them that they still have both my money and the amplifier and that it's laughable to imagine American Express will side with them on this.

What absolute scam artists.

Almost identical to my experience right down to having my defective product in their hands in addition to my original purchase funds. These guys need to go away because they clearly could care less about the customer experience And yes, your CC company will be an advocate for you. I would inform them immediately and let Apos know you have done such, Apos will start responding to you pretty darn quickly after that.

 

[hsg120]

I came here searching to see if anyone else was having issues with Apos. I've been a customer of theirs for years and never had a problem. I received a Topping amp that was dead on arrival, and now it's like pulling teeth trying to get a refund.

I really don't understand why Apos thinks this is okay. I'll go elsewhere next time and I encourage others to do the same.

 

[strreamix]

They're scammers, can't return my DEFECTIVE product for over 2 weeks now, no response in email.

 

[DigitalJust]

I came here searching to see if anyone else was having issues with Apos. I've been a customer of theirs for years and never had a problem. I received a Topping amp that was dead on arrival, and now it's like pulling teeth trying to get a refund.

I really don't understand why Apos thinks this is okay. I'll go elsewhere next time and I encourage others to do the same.

Yep. Same experience like mentioned by others above. Received dead topping amp. Got my refund after weeks of emailing and bs.

Lol...they are probably shipping all of us the same dead topping amp!

 

[hsg120]

Yep. Same experience like mentioned by others above. Received dead topping amp. Got my refund after weeks of emailing and bs.

Lol...they are probably shipping all of us the same dead topping amp!

Okay so, I gotta ask--what color was yours? xD

For anyone else in the same position--I finally got Apos to respond and send me an RMA. I said something like, "...if no one from your company will reply to me then I will forward our correspondence to my credit card company and request a refund through them." Then 'coincidentally'...they finally replied. lol

 

[duffer5]

Okay so, I gotta ask--what color was yours? xD

For anyone else in the same position--I finally got Apos to respond and send me an RMA. I said something like, "...if no one from your company will reply to me then I will forward our correspondence to my credit card company and request a refund through them." Then 'coincidentally'...they finally replied. lol

Yup, exact same thing happened to me. Something has changed drastically with Apos over the past 12 months. Buyer beware for sure.

 

[ianedwards]

They threatened me with challenging the chargeback, despite having both my money and the amplifier. I'm sure the claims adjuster at amex would have a nice laugh over that one.

 

[duffer5]

They threatened me with challenging the chargeback, despite having both my money and the amplifier. I'm sure the claims adjuster at amex would have a nice laugh over that one.

Wow, time to have the community vote with their $$$ and buy elsewhere. That is no way to treat a customer and sadly past behaviors are a predictor of future ones.

 

[ianedwards]

Wow, time to have the community vote with their $$$ and buy elsewhere. That is no way to treat a customer and sadly past behaviors are a predictor of future ones.

Totally. It's unbelievable, I've never seen anything quite like it. I'll post receipts lest anyone accuse me of making it up!

Hard to believe they're still a sponsor of this forum.

 

[duffer5]

Totally. It's unbelievable, I've never seen anything quite like it. I'll post receipts lest anyone accuse me of making it up!

Hard to believe they're still a sponsor of this forum.

Wow, unreal. Sorry you have to deal with that. And I know you are not alone in your experience, apparently the norm vs the exception. Sadly.

 

[strreamix]

Bob is the guy who responded to me as well.