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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!)

UK Pre-orders. Shipped? Received?

Has anyone in the UK received their pre-order today?
Waiting on mine, but I'm worried that the status on the Microsoft webstore hasn't budged and it still says "Pre-Order 02/11/2012" despite me getting an email saying that I should still receive my tablet on the 26th. I also called the number for the Microsoft store today and although they couldn't not give me a tracking number, they said I would receive it today.
I'd hate to wait in all day for something that isn't go to arrive!

foxmeister said:
Has anyone in the UK received their pre-order today?
Waiting on mine, but I'm worried that the status on the Microsoft webstore hasn't budged and it still says "Pre-Order 02/11/2012" despite me getting an email saying that I should still receive my tablet on the 26th. I also called the number for the Microsoft store today and although they couldn't not give me a tracking number, they said I would receive it today.
I'd hate to wait in all day for something that isn't go to arrive!
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I called them today in the UK and they told me after the 2nd, you won't get it today. enjoy your week end, the 2nd will arrive soon !

jeux_1 said:
I called them today in the UK and they told me after the 2nd, you won't get it today. enjoy your week end, the 2nd will arrive soon !
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When did you order? Mine was ordered on the 17th with a delivery date of the 26th.
There won't be anyone at home at all on the 2nd, so I shall be peeved if the delivery date has shifted given that they emailed me to say it would be delayed until the 2nd, and then emailed again to say that the earlier email was a mistake and my original delivery date still stood.
I'm not at all hopeful it will arrive today, but the woman I spoke to this morning (after being on hold for nearly 30 minutes!) was adamant that I would. The very fact that I've not seen a single post from someone in the UK who has received their Surface makes me very sceptical though.
Thanks,
Dave

foxmeister said:
When did you order? Mine was ordered on the 17th with a delivery date of the 26th.
There won't be anyone at home at all on the 2nd, so I shall be peeved if the delivery date has shifted given that they emailed me to say it would be delayed until the 2nd, and then emailed again to say that the earlier email was a mistake and my original delivery date still stood.
I'm not at all hopeful it will arrive today, but the woman I spoke to this morning (after being on hold for nearly 30 minutes!) was adamant that I would. The very fact that I've not seen a single post from someone in the UK who has received their Surface makes me very sceptical though.
Thanks,
Dave
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I have booked later than u but the email saying it will be pushback on the 2nd that was sent by mistake make me feel it wasn't a mistake.
I have a feeling the customer service has no control of when it is shipped or what is happening.
2 days ago, I was trying to cancel my surface (change of heart) I rang and they told me that it was in the warehouse in process of shipping so it couldn't get cancelled.
2 days later they told me it will be ship next week. (didn't ask for cancellation this time)
I hope it can arrive before the 2nd for you, I am ok to wait until next week.
It will also give me the time to see the nexus 10 and maybe change my mind again

foxmeister said:
When did you order? Mine was ordered on the 17th with a delivery date of the 26th.
There won't be anyone at home at all on the 2nd, so I shall be peeved if the delivery date has shifted given that they emailed me to say it would be delayed until the 2nd, and then emailed again to say that the earlier email was a mistake and my original delivery date still stood.
I'm not at all hopeful it will arrive today, but the woman I spoke to this morning (after being on hold for nearly 30 minutes!) was adamant that I would. The very fact that I've not seen a single post from someone in the UK who has received their Surface makes me very sceptical though.
Thanks,
Dave
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If it's any consolation, things aren't better in Germany. Ordered mine on the 17th and my order sill states that it will be delivered until October 26th, but as of now, no Surface has arrived. I also have not seen any reports that anyone in Germany has received it...

Reihnold said:
If it's any consolation, things aren't better in Germany. Ordered mine on the 17th and my order sill states that it will be delivered until October 26th, but as of now, no Surface has arrived. I also have not seen any reports that anyone in Germany has received it...
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It's looking increasingly like MS missed the boat on the Surface launch in Europe (at the very least).
There's still time of course, the day isn't over yet, but given how long they've had to get this right it would be a very poor showing if they fail to get it out of the door.
Regards,
Dave

foxmeister said:
It's looking increasingly like MS missed the boat on the Surface launch in Europe (at the very least).
There's still time of course, the day isn't over yet, but given how long they've had to get this right it would be a very poor showing if they fail to get it out of the door.
Regards,
Dave
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lol, you all sound like kids who don't want to accept the reality lol.
guys/girls uk/germany the surface will not arrive today ! like suddenly 10000 surface being delivered at 4pm lol.
we'll play with our new toy next week, less than 7 sleeps to go...

Now it gets wild (at least in Germany): The German tech site Winfuture reports that some orders have been canceled by the Microsoft store, because of technical failures... The support says that those with canceled orders should place new orders, but then they will face the current 3 week delay. There is also a report of a customer whose order has been canceled.
Either Microsoft was overwhelmed by orders or they have a serious problem with the store and/or the delivery process...

jeux_1 said:
lol, you all sound like kids who don't want to accept the reality lol.
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Not at all - I've no problem accepting reality, but I've also every right to be pissed off when I've arranged to be at home to receive something that was supposed to be delivered today, having also been told this morning by customer services that I should expect delivery today.
Being pissed off won't change anything of course, but given how MS first sent out an email saying orders would be delayed, and then retracted that email, it shows a deep lack of respect for their customers to delay again without sending out some sort of communication.
Regards,
Dave

I have received...
...an email giving me £50 coupon for the online store because of the email that was sent out by mistake.

jeremy.head said:
I have received...
...an email giving me £50 coupon for the online store because of the email that was sent out by mistake.
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Just received that email myself. Considerably less irritated now!
Sent from my GT-N7100 using Tapatalk 2

Well done Microsoft for stepping up to the plate and making good! I could've got £20 and been happy!
Sent from my GT-N7100 using Tapatalk 2

I'm absolutely appalled and devastated about the complete lack of support for UK surface customers.
I pre-ordered mine as soon as I possibly could, I phone up yesterday because I received an email saying that my pre-order had been cancelled. I've been basically told that it was a computer system error (this isn't encouraging) and that it has happened with a few people. I was basically given the options of re-ordering, which can now take a month for delivery, or "drop into my local Microsoft store". The customer service representative didn't even take time to consider that Microsoft is so narrow minded that they only have Microsoft stores in America, but hey, what's an 8 hour plane trip just to get my surface tablet on time?
To add insult to injury, I asked them to reorder, and no matter which card I try to use, it just throws me and the customer support team error after error, it's almost as if my account has been blocked! They only offered to email the error to their teach support team (I haven't heard anything back yet).
Finally I had a great surprise to find that, despite the fact that my order is cancelled, Microsoft haven't released their greed grasp on the money in my account, so I have £500 effectively missing from my account because of Microsofts 'computer system error'.
I've gotten round the re-ordering problem by using a different Live ID, but I almost feel cheated by Microsoft, if I hadn't been waiting so long for this I would have just gone for an iPad (which I can guarantee would have arrived on time) or one of the alternative windows 8 RT tablets.
If my money hasn't been released on Monday I think i'll have to just contact my solicitor/trading standards, as there is no reason why Microsoft should have my money since it was cancelled before it was charged.
It's times like this why I can understand why we have so many apple fanboys, yes they are over-priced, yes they are borderline evil, but they never basically say 'screw you because your not in america'.

After my laptop finally sold on eBay yesterday I went ahead and bought a Surface.
So my order date is 27/10, Had to buy the more expensive 64gb version as the store claimed there was a 3 week wait for both 32gb versions.
My status is Order in Process, there's no estimated delivery date or anything like that, I'm guessing because it was technically not a preorder.
Hoping it gets shipped out tomorrow, for Tuesday, but I'm guessing that's a bit optimistic.

brummiesteven said:
After my laptop finally sold on eBay yesterday I went ahead and bought a Surface.
So my order date is 27/10, Had to buy the more expensive 64gb version as the store claimed there was a 3 week wait for both 32gb versions.
My status is Order in Process, there's no estimated delivery date or anything like that, I'm guessing because it was technically not a preorder.
Hoping it gets shipped out tomorrow, for Tuesday, but I'm guessing that's a bit optimistic.
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Ordered on 26th as well. Wanted it soon so ordered the 64gig, if they don't ship it my tuesday .. I ll call them up and ask for a 50gbp coupon since it said expedited delivery and no wait on this version.

udayrulz said:
Ordered on 26th as well. Wanted it soon so ordered the 64gig, if they don't ship it my tuesday .. I ll call them up and ask for a 50gbp coupon since it said expedited delivery and no wait on this version.
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Hopefully we'll get E-mails tomorrow saying it's been dispatched, for delivery on Tuesday.

I've not ordered one yet but was planning to go have a look at the Experience Centre (read RoadShow) that was planned for Clapham London this coming weekend. Looking at Microsofts website this morning I see they've taken all the UK experience centres off the list so I reckon that no stock is in the country yet:

Some good news for those of us in the UK! Despite me calling this morning querying why my 'Order in Progress' had now vanished(!) from the MS Store website, and being told that it was there and will be dispatched 'soon' - my Surface arrived minutes later! It must have been dispatched on Friday. The accessories I ordered haven't come, so I guess they'll follow - I can wait though. I've only had a few hours with it, as I'm also trying to work, but it seems great. Looking forward to someone on here hacking the secure boot/digital certificate thing so we can run ARM compiled desktop apps
Hope you all get yours soon! :good:

Backflipping said:
Some good news for those of us in the UK! Despite me calling this morning querying why my 'Order in Progress' had now vanished(!) from the MS Store website, and being told that it was there and will be dispatched 'soon' - my Surface arrived minutes later! It must have been dispatched on Friday. The accessories I ordered haven't come, so I guess they'll follow - I can wait though. I've only had a few hours with it, as I'm also trying to work, but it seems great. Looking forward to someone on here hacking the secure boot/digital certificate thing so we can run ARM compiled desktop apps
Hope you all get yours soon! :good:
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What was the date of your original order?
Thanks,
Dave

My order still stays in process. I called this morning and asked have any Surfaces been shipped to UK customers. He told me yes. I ordered virtually on launch day. Still no joy

[Q] Brand new OPO, never activated, blocked IMEI!! HELP!

I purchased the OnePlus One Sandstone Black 64 GB directly from oneplus.net after I finally received an invitation on January 09, 2015. I've been playing with it since I received it in the middle of the next week, but have not put in a SIM card. Currently, I'm using with my S5 for a little while longer with t-mobile.
I was looking tonight at different options and used the cricket website to test the IMEI/ESN number for this phone. It came back as blocked. I also used swappa.com and sure enough it's blocked
What in the world can I do?? I tried to post to the oneplus page but don't have enough responses yet. After reading all of the horror stories about their customer service, and since it has been over 14 days, I can only imagine the worst. I will call my credit union and see if I can dispute the charges since I was shipped an unusable (at least I think) phone and certainly hope I won't be expected to pay $349 for something I can't use.
Any help, suggestions, or ideas about what I can do in this situation will be greatly appreciated! Also, has this happened to anyone else?
Thanks!

I'd suggest you open an RMA request with OnePlus, as well as a PayPal dispute. Do the PayPal dispute first so that you can quote a reference number for the case when you request an RMA from OnePlus, they usually are more responsive when there's PayPal dispute involved.
Transmitted via Bacon

Timmaaa,
Thanks for the idea of including the paypal dispute information, that is a great idea! I've added it in my ticket with oneplus and we'll see what happens next.
I did receive a response to the oneplus ticket that I opened last night. Basically in my ticket I was letting them know that I wanted to exchange my phone for one that is not blocked and one that I can actually use. (in re-reading it I may not have been clear enough on what I wanted though, so I was much more specific in my follow up). This was their response:
Hi Scott,
We're sorry that you no longer wish to keep your purchase. Unfortunately, we are only able to process devices or unopened accessory return requests made within 14 days of delivery, in accordance with our Return Policy (http://oneplus.net/privacy-and-legal#returnpolicy). Thank you for your understanding.
Best regards,
Gail​
--Sheesh, that isn't what I said at all

Just reply again, making sure that you're very clear about it being a defective unit.
Transmitted via Bacon

Well, things went from broken to working really quickly. I explained to OP in better detail exactly what was happening and gave them my paypal dispute id. They wrote back to ask me for screen shots showing it was a blocked IMEI/ESN number. This morning when I went back to swappa and cricket the numbers were no longer blocked and showed clear and ready to go.
My best guess is that the blacklist database was having issues last weekend and gave a false report on my phone. I doubt that OP had a chance to fix the issue (I really don't know though I suppose they might have).
Anyway, this ended up with me apologizing to OP, and learning a lesson to wait a few days before jumping off the deep-end when something like this happens. In my defense though, spending $349 on a phone that was blocked was a hard pill to swallow
Timmaaa, thanks again for your help!
Scott

Glad you managed to get it resolved....... Enjoy your OnePlus One

Google Ripped me off over My Pixel device replacement

Heya, I need some advice regarding issue I'm facing right now.
I bought Google Pixel back in december, but unfortunately vibrator stopped working on 3rd week. I bought device from the carphone warehouse (London,UK). I went to them and told them about this they said me that they can only help if device is in 14 days period, after that warranty goes straight to google and you need to contact them to get it replaced.
Now here the magic happens
I called google on 3rd January regarding this, they told me to send back faulty device which i did on 7th of January. They have dispatched my new device on 19th of January but sadly because of the uneducated (not trained) support team they shipped it to wrong address. They told me that I have to wait till they get the device back, so I contacted shipping company and explained the situation to them and they returned the device to warehouse where it came from and they also have sent me the copy of all transits. Now since then my device is still stuck in same process as they have some technical glitch in their system they cant send me back my old device or neither replacement device. I'm chasing them since 4 months now but no one is helping me out. Every-time I get the same answer that our specialist are working on the issue and thank you for being patient. In march I moved to my home country ( Pixel is officially launched in my country ), now there is no way I can sue them over legal way as I'm not in same country (I guess) and I lost the device as well. I have almost hundreds of email regarding try to resolve the issue but they just don't give sh*t about customer. I have paid full amount in cash and right now I have nothing but just emails full with apologize .
Its a shame for google to unable to fix a simple shipping issue since 4 months. I have been told that all the experts are working on my case but who cares. How can they became expert if they cant fix single issue in 4 months. I have talk about this issue on multiple site but no answer from anywhere. For google it just a matter of dispatching new device to me and resolve the issue later as I have submitted my old device but no Luck.
I have been ripped off by google over my pixel device.
Its a Google USA support team who is handling my issue right now.
Any suggestion will be appreciated. If you can tag the person who can help or can rise the issue on XDATV for just a few seconds will be very very helpful.

Have you been on the phone instead of email. Explain situation to get escalated to management.

Try the Pixel user community at productforums.google.com. What have they been saying other than thanks for being patient? You need to speak to someone directly, phone or live chat would be great but I'm not sure they have it. Good luck anyway, I hope it gets resolved.

Question Status for Everyone who Ordered/Received their device

I am not complaining in this post, I just wanted to see how everyone else was doing in getting their phone.
I ordered my phone on PDA Plaza.
I pre-ordered well before the Release Date (Jan 18.)
On the Product Page, it says "Ships within 10-15 business days after purchase". It has now passed 15 days.
I contacted support and waiting a response.
It has been almost a Month since i pre-ordered, and not a single email from PDA Plaza to update me on anything, even if its delayed.
I am starting to think perhaps a Refund is in order, and maybe look somewhere else.
If you've received your device, where are you Located? where did you Order from?
thanks

That's just bad customer service! Hate that. Hate giving my money to companies like this. Keep us updated

Cancelled my order with them, and ordered from vopmart instead

karkid1 said:
Cancelled my order with them, and ordered from vopmart instead
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thanks for your reply.
i will check out vopmart.

_sC said:
thanks for your reply.
i will check out vopmart.
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seems like Chinese New Year right now no one will be shipping until next week earliest vopmart says orders will be processed On the 10th I think. I'm getting tired of trying to obtain this phone thinking I might just keep my mate x2 collectors edition since gms and push notifications fully work anyway

Hello,
I just want to ask how's everyone's order doing? I have placed an order on PDA plaza last January 28 and have yet to receive a tracking number for the order. I am in contact with customer service via email but they just keep promising that they expect to receive and ship the order after every week with different reasons; i.e. Chipset Shortages, Ukraine-Russian war (really?). At this point im beginning to tire in waiting and getting more anxious that i may have been scammed.
Anyone here who can share their experience with them?
Thanks.

Just placed my order today with PDAPlaza, product description said Ships within 20-25 business days after purchase, hoping to get it by this date, will keep everyone posted.

Could not speak more highly of Trinity: https://trinityelectronic.boutir.com/ Ordered, shipped and received in 7 days.

rocky272727 said:
Just placed my order today with PDAPlaza, product description said Ships within 20-25 business days after purchase, hoping to get it by this date, will keep everyone posted.
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So, it is now almost 28 business days and no news. PDAPlaza mentioned that they should get it by tomorrow and will ship the same day, I don't think so. Placed order cancellation request.

I ordered mine (magic vs ) from alibaba and got it in 5 days.