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Dont Buy In Expansys Much Bad Support!!!!!!!!

Dont Buy In Expansys Much Bad Support!!!!!!!!

why? Please expand and tell us your experience....

dontbuyexpansys said:
Dont Buy In Expansys Much Bad Support!!!!!!!!
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Odd?
I have bought a number of items from them and had no problems?
Hard to comment when you dont expand (pardon the pun) on your experience

I too have purchased from them and find them very helpful.
When i asked if the phone could be delivered to my work address if it was early or home address if it was late, it unexpectedly did come to my work address!
Very happy!

Expansys technical support
I guess the guy bought an Expansys branded (MWG) phone.
Expansys is very good at selling equipment and customer services related to sales in general but technical support for products they launch themselves is another matter. But I guess they are learning in the process. Very few "voluntary" support staff respond to enquiries on their forum and it takes a long time for the answer to really help you. But from what I read here HTC is not much better otherwise we would not need the help of all you guys.

wovens said:
I guess the guy bought an Expansys branded (MWG) phone.
Expansys is very good at selling equipment and customer services related to sales in general but technical support for products they launch themselves is another matter. But I guess they are learning in the process.
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Unfortunately they are "learning" the wrong way, i.e. in favour of profit over users. MWg support is a prime example - when they first launched their own products under the Ubiquio brand there was regular dialogue on the forums between customers, the Expansys/Ubiquio product managers, and even the TFW engineers, as well as actively developed firmware. Since the move to MWg, that's pretty much all dried up, and the whole of eXpansys' official forum support is done by one, very busy, employee (in addition to a few volunteer helpers who answer general questions).
On the other hand, that's still a lot more than you get from most other on-line retailers.

I use eXpansys sometimes for small purchases. Never had a problem.
It seems though from various things I've heard they are very good when everything is going right. When something goes wrong however....oh dear!

Just some random person with a grudge trying to take down a company. Woooohooooo! You fail!

I have purchased several items from them with no problems - they bent over backwards to get my diamond to me before i went on hols

Not the best
I asked a qu on the forum; was not even acknowledged.
I also asked a qu about getting my USB port fixed via their service; I noticed I had a few missed calls one night which could have been them, but I never received an email reply...

jolley_small said:
I asked a qu on the forum; was not even acknowledged.
I also asked a qu about getting my USB port fixed via their service; I noticed I had a few missed calls one night which could have been them, but I never received an email reply...
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You never get response from them, thats my experience too.
You get less information how things will get handled when you deal with Expansys.
Good or bad, have seen other companies who take customer care serious.
Thats the point.
My first order went perfect from them, my next one was not what i did order. then the **** begins.

Never buy anything from http://www.tigaduacellular.com check this out!

The wiki list of prices showed this shop to be the cheapest one! http://www.tigaduacellular.com
I tried to order from them, please see what happened! DO NOT BUY ANYTHING FROM THEM! PLEASE!
Here we go, the e-mail conversation with their sales department:
-----------------------
Please Confirm Your Tiga Dua Cellular: Order #
to me
Hello XXX,
Thank you for your order. We have the phone you order in stock.
We have the EU and Asia version available.
We will dispatch your order after we have verified your payment. Please
confirm if you want to cancel this order or want to continue this order.
So we can provide you with our payment information.
If you have any questions regarding your order, don't be hesitate to contact
us.
Best Regards,
Mr. XXX
http://www.tigaduacellular.com
Email: [email protected]
Phone:
--------------------------------
Me to the shop
Hello,
Thanks for your extremely fast reply! I would like to purchase the EU version of the phone. So please continue with the Touch Pro EU version order.
Sincerely Yours,
XXX
---------------------------------
Me to the shop again
Hi,
I'm wondering if you have noted my message that i would like to continue with the purchase of the Touch Pro EU version as noted below. Now I find myself missing the payment information, which I am waiting from you to send me. The first contact from you was extremely fasy, which I'm thankful for, but approximately how long it can take to tell me how to pay?
The thing that you don't have option to pay via Credit card is already quite annoying, but even more annoying is to wait for the bank transfer payment information. Nothing personal, I'm just used to that shops would be more eager to get the money from the customers.
Sincerely yours,
XXX
---------------------------------
to me
Actually, we have send the payment information to you, the day you reply the
email.
We don't know if you already received it or not.
---------------------------------
Me to the shop
Hello,
Alright, I see! So the payment information is not sent via e-mail but by post. I am honestly sorry for my misunderstanding. I was assuming to get it to my e-mail. Thanks for the info. I'll be looking forward getting that information. Again sorry for my bad behaviour. all the best!
Regards,
XXX
---------------------------------
to me
Of course we have sent the information via e-mail.
Well I guess you're not serious buyer anyway.
Hope you will get your "FREE PHONE" with other website.
---------------------------------
Me to the shop
Hi,
I would really like to buy the phone, but have not received any confirmation? I double checked my spam folder also, nothing in there! I am really serious, as soon as you can provide me with the payment information i would like to purchase the phone.
Because i tried to be the nicest possible to you, i will take all the e-mails, collect a nice package of them and get in contact with your superior. This is not customer service.
You will hear from me, Mr. XXX. Too bad that you werent able to do your job. I will make sure no one will ever buy from your shop again if this harm done by you is not corrected.
Think twice before you fool around like that, WHAT MAKES YOU THINK I WASNT A SERIOUS BUYER?
Sincerely,
XXX
---------------------------------
Me to the shop
PS. this information, and all the emails we have been sending to each other will soon be found from all the biggest mobile phone forums, where your customers are also coming.
---------------------------------
to me
Oh yes.
And you're just a customers who don't pay but want mobile phones.
Or maybe you're just another Nigerian buyer.
---------------------------------
Me to the shop
Excuse me!
I was ASKING YOU to send me the PAYMENT INFORMATION! BECAUSE YOU FAILED TO DO SO IN THE FIRST PLACE!
All this will be reported to your superior. Thanks.
Regards,
XXX

DAMN!!!!! what the hell....
Unbelievable!!!!
Thnx 4 sharing dude!

I was gona buy from them but when a seen they only do "Bank To Bank Transfers" a shat out of it. Don't see why any site wouldn't do paypal.

adamdon89 said:
I was gona buy from them but when a seen they only do "Bank To Bank Transfers" a shat out of it. Don't see why any site wouldn't do paypal.
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I'm glad i never got those payment instructions. who knows where my money could be right now!
And also remember, when ordering from them, you will probably have to pay the toll and VAT at your home country, so it really isn't even that cheap.

OMG
What a clueless webshop contact.
I think you should inform the owner of the shop so you can get this guy fired!
thanks for sharing

Amazing.......
You should copy the web-link from here and send them an email with the details of this post..... not good at all? and "who" pays "bank to bank" only these days - very strange indeed?
.

WizzarD-me said:
What a clueless webshop contact.
I think you should inform the owner of the shop so you can get this guy fired!
thanks for sharing
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I thought to do so, but after doing whois pings on the domain, found out that the website is registered to a person with a same surname than the person answering my e-mail. Family biz.. They can go to hell with their stupid shop, just ordered from expansys.

Sounds very dodgie.... Thanks for sharing....
I bought from highstreet "Kamla" in London on Tottenham Court Road... UK version for £499.
A bit more expensive but from my past experience with HTC P3600 which was quite unstable initially, I thought it's better to buy from a shop where I can go back to if anything goes wrong.

I tell you...that is nuts. I had an issue with the first Touch Pro I ordered. Thank goodness I did it on E-Bay. Paypal refunded my money after my dispute, found another seller, and bought two of them with next day air delivery. Though I had one seller try to mess around with me, money was safe, and still had my Touch Pro within a week of the UK's launch.
Good luck with your next seller.

if it wasn't blindingly obvious to you already:
DON'T PAY BY BANK TRANSFER OR WESTERN UNION.
A merchant who doesn't take cards is generally always a scammer; bank transfers/WU are irreversible, this is precisely why they're required by scammers.
If you want to buy a device, buy it on a card; the price is cheaper than average for a good reason, use your noodle.

Expansys - ignoring me, now going the legal route

Here is my story:
http://www.expansys.com/ft.aspx?k=120187
I'm going to send them an LBA tomorrow morning and go the legal route. Disgusting. Totaly ignored and swept under the carpet.
Shame really, as its probably a hardware defect and they could replace the phone and I would be happy.
Use them at your own risk.

Shame to hear this...
Wish you the best in all the process

I have always avoided them...Hope it works out for you.

Wow. That was a pretty piss-poor response from the Expansys employee. I've had trouble with Expansys before but was going to buy through them again (the Touch Pro 2). I'm going to take my money elsewhere though now, pay a bit more, but at least get to deal with someone who doesn't have an attitude.

Jadel said:
Wow. That was a pretty piss-poor response from the Expansys employee. I've had trouble with Expansys before but was going to buy through them again (the Touch Pro 2). I'm going to take my money elsewhere though now, pay a bit more, but at least get to deal with someone who doesn't have an attitude.
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Indeed, very shocking and something I would never tolerate from a member of my teams or company. Here is my response, just in case they delete it:
"Thank you Yoni and Anita. For the record, I have spoken to your sales team, 3 times over the course of the week on the phone and 3 times via email - maybe now you can understand why I am so frustrated? I had the RMA form emailed to me and fully filled out by myself as early as Wednesday however, I was advised that I needed to wait for a response to this Forum post BEFORE an RMA number would be authorised - hence the 2 phone calls and 3 emails to chase this up. I question why its taken a week for this and also why i STILL have not received the RMA number?
BTW, for a period yesterday your main customer services number rang four times and then went dead - i tried this three tmes, with the same result.
Pete, your response is unprofessional and unwarranted. Volunteer, part time, full time or community service, when you respond with that red banner you are representing Expansys and all its employees. If you wish to be rude to a business customer who is clearly frustrated and has been let down by the support process you should first; ensure you are in full receipt of the facts, two; remember you are representing THE company and three be curteous - no matter how rude the customer is. A well trained customer services representative should never be sarcastic, pedantic or patronising. If I was an employee of Expansys who get there monthly rent paid by people like me (and my company) and I had read that response I would not be a happy on how you have spoken to a potential sales lead for many thousands over the next few months.
This clearly demonstrates why using untrained volunteers to help on a support forums is a very bad idea.
edit:
BTW, this "After 10 days products covered under warranty should be returned to the manufacturer for repair or replacement" is in clear breach of the Sales of Goods act."

FINALY got an RMA number now my business account manager is back at work. Can't believe its been such a fiasco.

Good to hear, you got rma number.

Stunning, truley stunning. I have spoken to a few of you over the phone now, each one promising action and nothing. I guess I have no choice but to go the legal route now.
A letter before action will be in the recored post tomorrow afternoon for selling a product which is not fit for purpose under the Sales of Goods Act.

AttorneyCompany said:
Stunning, truley stunning. I have spoken to a few of you over the phone now, each one promising action and nothing. I guess I have no choice but to go the legal route now.
A letter before action will be in the recored post tomorrow afternoon for selling a product which is not fit for purpose under the Sales of Goods Act.
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Attorney? FAIL. UK. Your obviously not very good are you as you would know that you dont have "Sales of goods act" in the US. Your not a good advert.
---------------
Btw, to anyone else reading this thats not a wana-be-lawyer company. I have now spoken with Expansys worldwide MD and I have a brand new unit in the post. The senior management team have now gone some way to restoring my confidence in Expansys.

Monty Burns said:
This clearly demonstrates why using untrained volunteers to help on a support forums is a very bad idea.
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It certainly clearly demonstrates why using the wrong mode of support for a device is a bad idea. As the guy on the forum told you, there was an RMA form on the site. Personally, I would have called for an RMA initially and I would have been calling customer services and not sales as you state you did. Before getting so wound up about it, why don't you take a step back and look at it from a logical point of view? How would a public forum be able to discuss individual faults? For anything that is specific to you such as a return, It's always going to be better to contact the company direct with a phone call or an email, a forum just isn't the place for that kind of thing and to be fair to the guy that snapped at you, you were taking a quite abrasive tone. Maybe you didn't intend it that way, but it certainly came out that way in text.

Ok .... first off why are you getting wound up unless you are PeteGraham?
second, I did phone sales and emailed "enliven". I was told to post on the TECHNICAL SUPPORT forums for them to confirm it was an issue.... note, its a TECHNICAL SUPPORT forum.... thats why i posted my "indivivual fault". I was told that until they said it was an RMA (by Yoni) then I could not return it, does that make it clear?
For your information the head of corporate sales has said to me, and these are quotes, "we dropped the ball on this" and "we made an utter mess of it" and "Roger (the MD) will be performing a complete review of the sales and support process" based on my email conversation and the evidence presented to him.
The sales line who messed up by telling me I needed to post on the forums, the guy on the forums (whether he likes it or not, DOES represent Exanpsys as he comes across in RED) and acted unprofessionaly and insultingly without first knowing ALL the facts.
Get wound up all you like (not sure why? You weren't involed in the drama) but Expansys have now appologised to me and as soon as the MD/Head of Corporate Sales were involved, very quickly replaced the unit - no questions asked. They have now gone a very long way to restoring my faith in them.
Oh and why did I phone the sales line?
http://www.expansys.com/customerservice.aspx#returnfaulty
If your goods arrive faulty or develop a fault within the first 10 days, you can return them to eXpansys for repair or replacement.
Please contact the sales team on +44 (0)161 868 0868 or download this RMA form (click here) and follow the instructions to authorise the return of goods
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And btw, the person on the sales line also emailed me the RMA form at the same time but again told me to post first for an RMA number.
I've also informed them that the "If your goods arrive faulty or develop a fault within the first 10 days, you can return them to eXpansys for repair or replacement" is in breach of the Sales Of Goods Act here in the UK and they are breaking the law - note, this instruction is applied to both consumers and corporate customers.
So, like the guy on the Expansys forums, maybe you should be in full receipt of the facts before posting (oh.... and read the Expansys FAQ for a start!)

Just received a 2nd 128GB S6

I just received a 2nd 128GB SGS6 from my provider. So what would you guys do? Googling experiences from other people who have had this happen to them with my provider returning the phone turned out to be quite a hassle (they want you to pat for shipping!!!!) If I understand the law correctly I can hold on to the phone and holding on to it does not mean I agree to but it. In other words I am not obliged to let them know and just wait for them if they charge me the phone becomes mine and I they must give me back my money. Anyway it's still sort of abusing other people's mistakes a bit....

I'm confused with your situation. You received a second S6 from Samsung as a warranty replacement??
Sent from my SAMSUNG-SM-G920AZ

godutch said:
I just received a 2nd 128GB SGS6 from my provider. So what would you guys do? Googling experiences from other people who have had this happen to them with my provider returning the phone turned out to be quite a hassle (they want you to pat for shipping!!!!) If I understand the law correctly I can hold on to the phone and holding on to it does not mean I agree to but it. In other words I am not obliged to let them know and just wait for them if they charge me the phone becomes mine and I they must give me back my money. Anyway it's still sort of abusing other people's mistakes a bit....
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It looks like you are in the EU, but these are the guidelines for the US. Short answer for here: you are legally allowed to keep it, however the US FTC recommends you write a letter to the sending company notifying them that A) you received it, and B) you are legally allowed to keep it, and that you are sending the letter to notify them of this so they do not bill you for the item. And then it goes on to suggest a fair option, which is allow the sender to pick up the item at their expense.
If your EU laws are the same, you got a free gift!

DevonSloan said:
It looks like you are in the EU, but these are the guidelines for the US. Short answer for here: you are legally allowed to keep it, however the US FTC recommends you write a letter to the sending company notifying them that A) you received it, and B) you are legally allowed to keep it, and that you are sending the letter to notify them of this so they do not bill you for the item. And then it goes on to suggest a fair option, which is allow the sender to pick up the item at their expense.
If your EU laws are the same, you got a free gift!
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from what I understand from the legal mumbo jumbo from the relevant article in dutch law it more or less the same would be the case, but still....

daniel4653 said:
I'm confused with your situation. You received a second S6 from Samsung as a warranty replacement??
Sent from my SAMSUNG-SM-G920AZ
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no a second from my provider. I extended my contract but made a mistake and had that order canceled. Than I reordered, this 2nd seems to be from the canceled order. My contract details show the correct details from the 2nd order. I have received my first phone correctly already 10 days ago

I would just keep it, they probably won't give it to charity.

Give it to me! So that I can use my 32Gb S6 for the development, and your 128 Gb one for personal use! LOL

I think the most practical and honest thing would be to hold on to it until they bill me next month. If the bill me the (subsidised ) price the phone legally becomes mine and rather than going through the hassle of return and refund just keep it for spare or just sell it myself. If they don't bill me I will return it to a Vodafone (which won't accept it going through experience from others ). I can then / have to keep onto it until they arrange pick up or shipping (which they won't )

frustrated - LG customer support question...

dear all...
called lg for an rma.
sent phone in, it was tested, confirmed wasn't working properly.
agreed to the work that needed to be done. i was charged 168 or so.
they were going to send me a better than new refurb.
i was happy with that.
they sent the replacement phone via fedex.
was due to arrive this past friday. it didn't.
looks like fedex lost the phone.
i spoke with fedex...opened a case number.
they're looking for it.
have in certain words been told by fedex...phone is lost. we'll keep searching, but, it's lost.
advise LG to also file a claim.
spoke with LG. they filed a claim with fedex.
i figured that meant they would cancel that particular phone from my account with them and they would send a replacement.
well, that's not happening.
apparently, i've been told by LG i have to wait 2-3 weeks until the claim goes through before they can do anything.
so, now i'm without a phone for 2-3 weeks.
how inconvenient is that???
i asked LG why they couldn't send me a replacement. according to their first tier customer support - they just can't.
they HAVE to wait for this thing to play out.
no explanation as to why they can't file the claim and send me a replacement.
if fedex finds it...they send it right back to LG.
no one loses in that scenario.
does anyone out there have any advice, suggestions, or experience with this sort of thing?
i'm leaning towards to finding a corporate level email address somewhere and appealing to them in some manner.
i'm pretty bitter about the whole thing, tbh.
any advice is welcome.
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tl;dr
being held hostage by LG due to fedex losing a replacement phone LG sent me.
they're telling me it'll be 2-3 wks before they'll even consider sending me a replacement.
anyone have suggestions as to who to contact at LG to get better, more thorough customer service??
cheers!

Blast them on twitter.

tebore said:
Blast them on twitter.
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yeah...i'm not at all twittered up. or, facebooked for that matter.
although, the way i feel over the whole thing is definitely tempting me to change my outlook regarding social media.
especially if it may actually make a difference.
thanks for the advice, btw. i appreciate it.
it's seriously frustrating as hell.
tomorrow's tactic is to follow advice from another's thread on reddit. since LGs call center is based in the philippines, if you press 2 on the call in prompt for spanish...you almost always get routed to someone stateside.
not that this will have any effect on LGs policy...but, perhaps i can get someone a little more sympathetic to my plight.
after that...i'll try whatever is next on the list.
may even be social media.
don't you usually have to have a lot of followers and whatnot?

Sorry to say, but I think LG needs Fedex to verify the phone was never delivered. They might think you are running a scam to get two phones. Just a thought, and I am in no way saying you did anything wrong or that it is fair to you. I feel bad for you and hope it is settled soon.

wangdaning said:
Sorry to say, but I think LG needs Fedex to verify the phone was never delivered. They might think you are running a scam to get two phones. Just a thought, and I am in no way saying you did anything wrong or that it is fair to you. I feel bad for you and hope it is settled soon.
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Click to collapse
no, no...i totally get that aspect. they're putting in their due diligence.
totally get it.
however, since it was lost while with fedex and they have no tracking history of it getting beyond the point of their local warehouse everyone involved knows there was never any customer contact.
so, i had that solidly in my court.
oddly, i received an email from lg this AM saying they received my device YESTERDAY at their facility and it is about to be tested and repaired.
welllllllllll, since i was going to call anyway....
i called. again.
except this time i took the redditor's advice and called the spanish call center.
like he/she said...they speak perfect english and are located in the states.
not sure any of that had anything to do with anything...but, it's worth noting.
also, they were a LOT more pleasant to deal with.
i suppose the spanish speaking call center receives a lesser volume of calls leaving these guys a lot less jaded???
at any rate...i have a promise of a call from LG on monday or tuesday.
the plan is to send me a new device and they'll take over the issue with fedex.
as of today's call...they're hoping i'll have a new device in my hands by the end of next week.
i'm not going to hold my breath - i've had other CSRs tell me "they'll call me back."
however, the new RMA email seems to indicate that they are, in fact, making progress in moving this forward for me.
fingers crossed.
there are always more interesting things going on in these threads...but, i'll update as things move along.
thanks everyone for even bothering to read about these escapades.
xda rocks...OG evo and onward!