We were of course concerned. We asked
Ellen Xi why they told us not to open the dispute in the first place.
In our mind, if we had done so, the case would have been resolved
much faster. Ellen Xi explained that “it is not good for us that
the dispute pending for long time, the store would be closed for high
rate dispute pending.” As was obvious, Ellen
Xi's only concern was the reputation of ETV Technology. Ellen Xi did not care
about the long delay and was not bothered about how customers felt in having to wait months for an item.
We were forced to accept the payment of
the shipping cost only, and to terminate the AliExpress Buyer
Protection even though ETV had not sent out a replacement set. We
had no choice. The only assurance was Ellen Xi's words that “if the
tv box canot work the online tv after delivery, we would like to bear
the shiping cost for you to send it back. and refund the full amount
to you via paypal.” As buyers, we were left high and dry. We had
been tricked. If we had opened a dispute case when we received the
faulty item, we would have claimed a full refund. Instead, after having
wasted more than a month, we could only claim a shipping refund, and were left at the mercy of ETV Technology to send a replacement with No
Buyer Protection. That was the worst customer experience we ever had
with any online seller.
Ellen
Xi (5 May):
1.
the dispute pending is not good for us, but the refunding on
aliexpress is only to via dispute.
2.
what is more, the shiping cost is also able to be sent to your paypal
address.
3.
we notice you not to open the dispute earlier, because the package
not yet delivery, it is not good for us that the dispute pending for
long time, the store would be closed for high rate dispute pending.
you might not understand about it. but we would like to explain .
4.
for dispute amount, please just fill in the shipping cost of 16.1$.
after
refunding, we will inform you , and will arrange shipipng of the new
original replacement.
Ellen
Xi (5 May):
what
is wrong with you , did you misunderstanding we not send you the
replacement ?
Me
(5 May):
As
you wanted, the dispute is now opened. You kept talking about how it
was not good for your company for dispute to be pending. In all the
messages, you had never considered how a buyer would feel. You wanted
us to be kind to you, but are you kind to your buyer? No. You made us
go through all the trouble and long wait. We videotaped the packing
and return at the Post Office. Yet, you insisted in waiting to
receive the package. After receiving it a week ago, you now want us
to wait longer for you to process the dispute, and even longer to
have the replacement set. We paid for the item more than a month ago,
and have nothing todate.
Me
(5 May):
What
do you mean "what is wrong with me." You refund me the
shipping cost and send me the replacement set immediately. If I do
not receive it, I will want a full refund of the item cost. Is that
wrong? Are you saying you will take another year to send me a
replacement? Surely there must be a committed timeline. You kept
delaying and giving me all the excuses for not replying to my
messages.
Ellen
Xi (5 May):
1.
open the dispute, choose the amount of the shipping cost,
we
will agree with the refunding of the shiping cost, then the new
replacement would be shipped out tongiht or tomorrow morning.
2.
for return processing time of the package. the package stuck in the
customs and the post office not send it in time. it is not in our
control.
before
shiping, we should at least get your agreement before shiping . and
the shiping cost should be refunded to you.
we
just want to refund you the shipping cost from singapore to china,
after money refunded, we send you the replacement package.
Ellen
Xi (5 May):
we
just wanna refund your shiping cost before new replacement shiping.
what is misunderstanding ? it is so simple.
Me
(5 May):
As
you had stated. Refund me the shipping cost in full now, and send out
the replacement unit by tomorrow morning. Please give me the tracking
information by tomorrow morning.
Do
note that if I receive the replacement set and it is still not in
working condition, I will have every right to start this process of
claim again. You would note that the set you received from me was
exactly in the same condition as I had received from you, nothing was
missing. I am honest, and I hope you are.
Ellen
Xi (5 May):
it
is long term business of us on the aliexpress. dishonest is not our
way to sale product.
please
accept the shiping cost, then we will arrange shiping for you
immediately.
after
shiping company pick it up, we will notice you about the tracking
number here.
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