Buyer protection is a joke? Paypal dispute solve things? Is Paypal the safenet for honest buyers?

[FlorinAlex]

Hello all!

I will give you the entire story, the thruth and nothing by the thruth 🙂

"I bought a phone, Meizu MX5 on October 11 2015 from www.gearbest.com, with 364 $ shipped from European warehouse. Even I bought it from European warehouse and I am from Romania, Europe, my phone came with Chinese menus and apps, not just in English or Romanian language. This was the 1st issue with the phone.
On 29th of January, the battery was around 43% and in a middle of a conversation the phone died. I pressed the power button, the home button, nothing happens. I left it to charge all night, it was still not working at all, it didn't seems to charge, it was not power on, it was not recognized by the laptop either when connected the USB port. I wrote the problem to www.gearbest.com support and they asked me about the problem once more.

I made a short movie: https://www.youtube.com/watch?v=dSuuSig9gqo

After 5-7 days of not functioning, the phone finally started up. And after a factory reset it was functioning almost normally. It has restarted 2 times, completely surprising. The first time was connected to the car through Bluetooth, and shut it down without touch it. The second time, at evening has restarted without touch it again. The temperature of the phone was around 26 degrees. In fact was not restarting, was shutting down, because I powered up. Since then, the phone is shutting down 2-3 times per day, or from time to time "restart or shutting" down is appearing on screen and I have to cancel. The phone was not modded, not dropped, even I didn't update (because I can't understand what you say in Chinese and I don't know what is says).
The support of www.gearbest.com did nothing really, they just gave me this answer "If the problem is solved, please kindly close this ticket and rate our service. If your issue is still not solved yet, please leave your ticket open and kindly wait for our reply. Please do not submit multiple tickets about the same issue, it may delay our reply. For new question, please submit a new ticket (one topic = one ticket).Thank you for your understanding and patience. We will do our best to serve you" - completely childish and not professional...
The phone just stopped. Once again. On 10.02.2016, after almost 2 day of working.

https://www.youtube.com/watch?v=7l9yZB2p110

It was charged 92%, it was without wireless or Bluetooth or 4g, just sitting on a table, the logo Meizu appears for a second then the phone just died. And now nothing happens when I press the power button, it is not detected by the usb. It is an issue just with my phone or with more than my phone? The phone worked perfect for almost 2 days, and today has stopped and shut it down 2 times, and the third was completely down...

It is not normal that a phone "More than better" to stop functioning or function improperly after 3 months. I have other Chinese brands such as Lenovo or Elephone, but none with bad experiences like this. My experience with a phone "More than better" witch is poor and disappointing for now? The store is evading a real answer or solve my problem.

I opened a case to www.gearbest.com and they offered me 35$ to keep the defective phone or send it to them in China. I paid almost 50$ to buy it from European warehouse and now they said to send the phone for repair in China (but without giving a real address) and lose more than 2 months with shipping to and back from China.

I opened a case to www.paypal.com, hoping that they can do something better like pushing www.gearbest.com to give me an European address or refund me. This time www.gearbest.com offered 50$ to keep a defective phone. Is this a **bleep** joke, I thought? NO. And I refused and advance to claim on www.Paypal.com to refund me completely. The answer of www.paypal.com was that they will investigate and then will communicate with me for new evidences or something, until somewhere in 12 March: In response to this claim, www.GearBest.com offered you a partial refund of 50,00 USD. You have denied this refund offer and as a result we will continue our review of this claim. We will review the facts of the case and carefully consider all the material before making a decision. We'll let you know if we require additional information from you, and will send you an email when a decision has been reached.

But I was checking my status and believe it or now www.paypal.com closed my case and decided in favor of seller, without inform me or require additional information from me: "After careful consideration, we're unable to decide this claim in your favor at this time. The listing accurately described the item you received. We cannot grant claims based on buyer's remorse. Seriously? This was a carefully consider all the material before making a decision"
So: I paid 364$ for a phone, who is not functioning after 3 months, www.gearbest.com get the money, www.paypal.com get their fee, and I am holding a defective phone and also I am the bad guy with remorse.

In conclusion I have two advices for you all: NEVER buy ANYTING from www.gearbest.com (they will not give you any technical support) and NEVER PAY through www.paypal.com (if the item is not damaged when it came they will not help you)!
Best regards to all!

PS: I started yesterday the phone which was in his box since 14.02.2016, and it started. I used the factory reset one more time and then I reinstalled everything. The phone restarted 4 times. I expect today or tomorrow to be shut again.

[FlorinAlex]

And this is the whole conversation between me and the jokers from technical support of www.gearbest.com

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Support Center

Knowledgebase And Support Center

Support center >> Ask a question >> My phone is not woking anymore Questions List Ticket: T16013105767 Order Number: WW15101106282**** Message Type: Faulty D.O.A, Defective Subject: My phone is not woking anymore Message: Ticket Status: Processing Full Name: Florin Staicu Gearbest Customer Support　 At :01/31/2016 06:40:06 UTC

Dear Florin,

Thank you for your message and your recent order on Gearbest.com.

We sincerely sorry to hear this about your item. 

We would like to work together to resolve the issue to your satisfaction.

Please review our warranty here:  http://www.gearbest.com/about/warranty-and-return.html                                                           

Therefore we kindly ask you to follow these steps:

1.Please describe the problem with your item in details (what happened and when?) stating your order number.

2.Please tell us what steps you have already taken to solve the issue.

3.Please give us the item code indicated on the outer package.

4.Please send us clear pictures or videos of the defects in good lighting.                                                                                        

Ideally, the photos/videos should be clear and focused, under good lighting conditions, and taken at close and medium distance.

Please keep the attachment below 2MB and use any of these formats gif, jpg, png, bmp, doc, xls, txt, rar, ppt, pdf.

We will do our best to help you. We look forward to hearing from you.

Best Regards

Gearbest Customer Service

http://www.gearbest.com/      

Florin Staicu　 At :02/01/2016 06:56:56 UTC Hello!

I hope this movie will answer again the questions from you:

https://www.youtube.com/watch?v=dSuuSig9gqo&feature=youtu.be

1. in a middle of a conversation. Friday.
2. Left it one night to charge, connected to an USB port
3.The photo is attached
4. The video is it on youtube.com attachment 1   Florin Staicu　 At :02/03/2016 05:06:50 UTC Ok. After 5 days of not functioning, the phone is finally started up. And after a factory reset it is functioning almost normally. It has restarted 2 times, completely surprising. The first time was connected to the car through bluetooth, and shut it down without touch it. The second time, in this evening has restarted without touch it again. The temperature of the phone was around 26 degrees. I am not satisfied with this abnormal function. Can I send it to you and get a MX5 pro with a difference of money. How much will be the amount? How long it will take, considering that you didn't say a thing after 2 days that I send to you the first complain. Florin Staicu　 At :02/06/2016 07:35:25 UTC The phone is shutting down 2-3 times per day witch is driving me crazy. I didn't touch the phone, but I found it shut it down. No one from your store technically answer to my question. If anybody from your store will solve my problems with this phone I will go further writing to Meizu and Paypal about your store, about no answer given to me. It is abnormal for a phone to function properly for 3 months. Nor a phone that cost 365 usd nor a phone that cost 130 usd. Florin Staicu　 At :02/10/2016 08:38:53 UTC Hello again. The phone is dead again. It was charged at 92%, it was on the table in front of me. The Meizu logo appears and then it shut it down and it won't go up anymore. The phone shut it down 2 times in this morning, I restarted, but now it won't came up.

I WANT MY MONEY BACK. I WILL OPEN A CASE TO PAYPAL TODAY. I LOST ALL MY NUMBERS ONCE, NOW IT'S THE SECOND TIME. MY TIME THAT I AM NOT USING THE PHONE COST MONEY. TO WHAT ADDRESS DO YOU WANT TO SEND YOUR BROKEN PHONE. Florin Staicu　 At :02/11/2016 06:51:16 UTC Hello!

No one has answered! I am NOT USING my PAID PHONE for 5+2=7 days! I WANT ANOTHER PHONE OR A FULL REFUND! I opened a case on PAYPAL because you are still not answering my questions and completely ignore me from 31.01.2016. Your sites is saying that you will respond in 24h! I am very annoyed right now! Florin Staicu　 At :02/11/2016 06:59:27 UTC this is a movie, for you to not asking me AGAIN what is happened and what I did to solve the problem.

https://www.youtube.com/watch?v=7l9yZB2p110

The phone just DIED second time!!! Florin Staicu　 At :02/12/2016 06:26:48 UTC Another day of not woking phone. Left it all night to charge, no actvity led, no detection by usb, no power up. NO ANSWER from www.gearbest.com! Gearbest Customer Support　 At :02/14/2016 01:42:27 UTC

Dear Florin，

Thank you for contacting Gearbest.We have received your information. I can understand your frustration about this issue. Sorry for late reply and we just got back from spring holiday. I wish to apologise that the spring holiday is during 2016-2-4 to 2016-02-13, we fail to respond you as soon as possible. Your understanding is much appreciated. 

Did you delete some of the system files? 

You could try to reset this phone. If this doesn't work, you could update the Firmware of this Device. 

If this doesn't work, you could feel free to contact us again. 

Thank you for your cooperation. Please rest assured that we will do our best to help you.                          

Best Regards
Saniya
Gearbest Customer Service
http://www.gearbest.com/

Florin Staicu　 At :02/14/2016 07:08:01 UTC I didn't delete anything. The only firmware was from Meizu support to have only English language. The phone stopped to work without a warning or an action from my self. It was without wireless, on a table!. It was charged at around 92%.

On the night of 10 February I left the phone to charge all night. Nothing happened. I left it again from 11 to 14 without charging. Tomorrow I will try again to power up and put it on charge like I did the last time. But it is ABNORMAL for a 365$ to broke after 3 month of using it, and after that to work 2 days and 5 not. I want to send you the phone back and I want a NEW ONE or my money back or another variant that you suggest. Even the phone will start to work again I want to send to you a defective phone that I am not using.

I lost money, I lost time, I lost phone numbers!!! It is the worst interaction with a phone, and believe me I had a lot of phones, starting with Nokia, Ericson or Motorola and now with Iphone, Lenovo, Elephone!

I am trully dissapointed and very angry 'cause nobody answer, I didn't use my phone and I am loosing time and patient.

I opened a case to PAYPAL and I wait your answer and more I am waiting a solution. But I can't and I don't want to wait more because I waited enough (2 weeks).

Regards Florin Staicu　 At :02/14/2016 07:19:28 UTC I CANNOT RESET A PHONE WHO DOESN'T START! YOU UNDERSTAND THAT THE PHONE IS NOT STARTING WHEN I PRESS THE POWER BUTTON, IT IS NOT DETECTED BY THE PC WHEN IT IS PLUGGED ON USB, IT IS NOT CHARGING WHEN IT IS PUT ON CHARGER MORE THAT 8 HOURS, IT IS NOT DOING ANYTHING, NO ACTIVITY LED, NOTHING. IT IS A PHONE WITH A BLACK SCREEN DEAD AFTER 3 MONTH!

PLEASE DO NOT SUGGEST TO ME CHILDISH SOLUTION LIKE RESET, PLUG IT IN OR SOMETHING SIMILAR. I AM WORKING IN IT DOMAIN FOR MORE THAN 17 YEARS AND I KNOW WHAT TO DO BEFORE CALL SERVICE OR TECHNICAL SUPPORT!

PS: I wrote with CAPS maybe you can really read my problem and gave me a proper solution. Florin Staicu　 At :02/14/2016 07:38:04 UTC Hello!

Please look at this two movies:

https://www.youtube.com/watch?v=dSuuSig9gqo&feature=youtu.be

https://www.youtube.com/watch?v=7l9yZB2p110

The phone is not starting, plugged in or not! Gearbest Customer Support　 At :02/15/2016 02:28:52 UTC

Dear Florin，

We would like to extend our apologies for this inconvenience.
Kindly refer to our warranty policy here:http://www.gearbest.com/about/warranty-and-return.html
http://www.gearbest.com/about/terms-and-conditions.html

After reviewing your case,it has passed 45 days money back guaranteee, but you can send it back for free repair. First, you may check with the post office the cost to return the item before deciding.
After reviewing your case, please review our possible solutions:
1)Return the item back to us 
You can return the item back to us in China as per our terms and conditions indicated in the link above.
Once we receive the item, we will offer a free repair and send back the item back to you. 

2)Keep the item and accept a partial refund on Wallet (credit) 
We can offer a partial refund of your product value which is USD35 on your wallet. This amount can be used for your future orders. 

Can you please let me know your decision? 

I look forward to hearing from you. 
Thank you for your understanding.
 
Best Regards
Saniya
Gearbest Customer Service
http://www.gearbest.com/ 

Florin Staicu　 At :02/15/2016 06:38:04 UTC My decision? Are you serious? 35$ for a 365$ phone? To keep a defective phone, which is not working for a 10% of the payment?

My decision is to escalate this on PAYPAL, cause I bought this phone from EU warehouse not China warehouse. I will not send a phone to China to loose another 2 months in transport time.

This is my last communication with you, and from now on I will consider that you are not willing to solve my problem. I will wait until tomorrow a proper solution from you and then I will escalate this to PAYPAL because it's not normal what is happened.

regards

PS: Don't thank me, because I can't understand you. We are speaking in English but to me, it seems that I am speaking something and you are hearing another thing... Gearbest Customer Support　 At :03/01/2016 07:32:01 UTC

Dear Florin,

Thank you for your contacting with us.

We are srry for this delay.

We would like to process the refund of 72 USD on your account.

Could you please let mw know your decision?

We wish to take this opportunity to apologize to you for any inconvenience caused.

Thanks for your understanding and assistance.

Best Regards

Saniya

Gearbest Customer Service 
http://www.gearbest.com/

[FlorinAlex]

Florin Staicu　 At :03/01/2016 05:34:53 UTC Hello!

The only refund that I will accept is:

1. a new MX5 32GB or
2. a full refund of 364$ or

I am not using the phone because I CAN'T using it. The phone die for 4-7 days, when it is functionally it is restarting 2-4 times per day, after 1-3 day of working the phone die completely again. I paid more than 50 $ in plus of the China price to get it from Europe and get it sooner. I Paid 364$ for a phone that worked 3 months, not 35$, not 50$ not 72$. I want my phone or my money. I don't want anything else.

But I will promise you that I will write my story to every forum or site or on facebook that I now until everybody will be informed. It is abnormal for you to: not answer to a customer for 10-20 days, not to offer any technical support or solution at all. Maybe I will lose 364$ because you don't want to be fair in this business, but I am sure that after my story more than 1 man/woman will not lose anymore money / phone numbers / time / patience / clients! And I already begin that, because I am a man of his word!

But, I will send you the phone, exactly how it came, next day I'll get my money in my account, not in the your wallet! And also I will add the changes to all of my posts.

Thanks for your understanding.

regards, Staicu Gearbest Customer Support　 At :03/02/2016 08:20:30 UTC

Dear Florin,

Thank you for your contacting with us.

In this situation, please send this item back to us, i can apply to resend a new item for you for free.

May i know your decision?

We wish to take this opportunity to apologize to you for any inconvenience caused.

Thanks for your understanding and assistance.

Best Regards

Lassie

Gearbest Customer Service 
http://www.gearbest.com/

Florin Staicu　 At :03/02/2016 04:50:01 UTC Hello!

I will send you the phone back to you and you will send a new one to me. That is ok for me. What is the address?

Regards Gearbest Customer Support　 At :03/03/2016 06:11:06 UTC

Dear Florin,

Thank you very much for your order with our company. We very much regret for this issue and wish to take this opportunity to personally apologize to you.

Our return information is as follows:
FAO: zhigang Cui
Room 302, 3rd Floor, Building 8, Zhongxing Industrial Zone, Chuangye Road, Nanshan District, Shenzhen, Guangdong Province, 518054, China
Tel: 0755-86528120
深圳市南山区创业路中兴工业城8栋3楼302 邮编 518054


Please note:
1. Please download the attachment and put it in the package,so we can check and contact you when we receive the package.
2. Please send the item back to us using standard flat rate shipping at your normal post office.Do NOT send using fast shipping or a courier service such as DHL, FedEx or UPS.
With courier DHL, FedEx or UPS there is a high chance that goods will be blocked at the customs, which will delay your compensation.This will also lead to high customs tariffs. If tariffs are charged we will act in accordance with our own policy.
3. Please return the item within 7 working days after you receive RMA authorization and return all of the original accessories and remember to use the original packaging if possible.
4. Please inform me of the Tracking Number or the Customs Form as soon as you have shipped the item(s) back to us. This will enable us to track the progress of the package return.
5. All items must be returned in their original condition and packaging with any related accessories that were included. Product returns that are damaged, have been altered in any way or do not conform to the above will not be accepted.

Please kindly follow these steps above for a faster resolution.                                                                                                                                                                   

We look forward to hearing from you.
Best Regards
Lassie
Gearbest customer service
http://www.gearbest.com/

attachment 1   Florin Staicu　 At :03/04/2016 12:14:59 UTC Hello!

I send the phone to you, yesterday 03.03.2016. The track number or Romanian Post is CO 98897182 4 RO.

What is happening next?

Regards. Gearbest Customer Support　 At :03/07/2016 10:41:51 UTC

Dear Florin,

Thanks for placing your order with us.

It may takes weeks for us to receive your package.

Please kindly monitor the shipment’s progress / delivery via the Tracking Website .

Please feel free to contact us to process your exchange as soon as the item reached us in China.

Thanks for your support. We look forwars to hearing from you soon.

Best Regards

Lassie

gearbest Customer Service

http://www.gearbest.com/

Florin Staicu　 At :03/25/2016 05:10:12 UTC Hello.

03.03.2016 10:57 Primit de la expeditor - Galati 1 - Ghiseu 1 gh
03.03.2016 15:23 In prelucrare - Galati 1 - Ghiseu 1 gh
03.03.2016 15:45 In prelucrare - Galati 1 - Ghiseu 1 gh
05.03.2016 09:23 In prelucrare - BSI Bucuresti
07.03.2016 15:15 Expediat din Romania - BSI Bucuresti

I'm still waiting. The phone left from Romania on 7 March. Did you received? On February I didn't used my phone, on March too, I expect also on April not to use a phone that I paid 364 $. Once again, it is not normal, and I can't get it.
Any news? Gearbest Customer Support　 At :03/28/2016 01:04:44 UTC

Dear Florin,

Thanks for your reply.

I wish to apologize for this delay reply.

We are sorry for this inconvenience.

I have check it for you. We are sorry that we did not receive the return package yet.

Could you please kindly wait a little longer? 

Please rest assured we will resend a new phone to you once we receive it.

Thanks for your understanding and patience. 

Please let me know if you have any questions, we are always here to help.

Best Regards

Pepper

Gearbest Customer Service

http://www.gearbest.com/

Florin Staicu　 At :04/06/2016 04:05:38 UTC Hello! Tomorrow will be one month since I send the phone to you. I almost can't believe that the phone was not come to China. How much I have to wait? You guys are not saying anything unless I wrote something. Florin Staicu　 At :04/07/2016 03:23:06 UTC This is what I get from this site

https://track.aftership.com/posta-romana/CO988971824RO - in transit.

Can you ask your local post if the package has been arrived? I am really really anoyed and very very **bleep** of. Gearbest Customer Support　 At :04/08/2016 06:30:25 UTC

Dear Florin,

Thanks for your reply.

We are sorry for this inconvenience.

I have checked it for you, we have received the return package now. We are now sending the phone to our supplier for reparation.

It will take around one month for the repairation if there is no other delay. Could you please kindly wait for the repairation?

Please rest assured we will send the phone back to you once the supplier finish the repairation.

Thanks for your understanding and patience. 

Please let me know if you have any questions, we are always here to help.

Best Regards

Pepper

Gearbest Customer Service

http://www.gearbest.com/

Florin Staicu　 At :04/08/2016 08:10:06 UTC Hello!

You are not serious with that answer. Ok. Consider these:

1. You are a fraud store.
2. You said that I paid 364 USd for a phone that I used 3 months, not using for another 2 months and I have to wait another month for a repair instead a new phone.

Ok. I don't want anymore anything for you because it is obvious that you are just a bunch of thieves. I was waiting for your answer and wrote nothing but now I saw that I was a fool to believe that you and your store are honest.



Gearbest Customer Support　 At :03/02/2016 08:20:30 UTC

Dear Florin,


Thank you for your contacting with us.


In this situation, please send this item back to us, i can apply to resend a new item for you for free.

May i know your decision?


We wish to take this opportunity to apologize to you for any inconvenience caused.

Thanks for your understanding and assistance.



Best Regards

Lassie

Gearbest Customer Service
http://www.gearbest.com/

Ok. I waited february, march, now is april, they say to wait more like april for repairs, and then may to ship it to me from China. Is this a remorse Paypal staff? Are you serious when you are saying "After careful consideration, we're unable to decide this claim in your favor at this time. The listing accurately described the item you received. We cannot grant claims based on buyer's remorse. "

Maybe, now after reading this, you CAN CAREFULLY RECONSIDER the careful consideration and give me the money back from this fraud store, incompentent but polite staff. I don't know how much means to you 364$, but for me means 1 month of working without eating! It is normal, legal and moral, that you BE the SAFENET for us, when the sellers are not honest or are not willing to really solve the problem!

Thank you for reading my story.

Best regards to all, Florin

[DPCreations]

What do you expect from this user forum?

Your long stories stories should be digested into a simple short paragraph and a question asksing for help from forum members.

It seems like your best option is to contact PayPal customer service by phone.