RMA'ed Bicycle Back to Xiaomi AU for Warranty, No Response for 3 Weeks - What to Do?

psdillon on 29/10/2020 - 13:19

I bought a QiCycle ebike from Xiaomi AU ebay store during the ebay 20% off deal. After a few weeks the bike developed a creaking/clicking in the bottom bracket/crankset. Contacted Xiaomi AU who were quite responsive and asked me to send a video of the problem, which I did. They sent a courier and took it back. After 2 weeks I enquired about the status, and didn't get a response. I've enquired 3 times in total and now at 3 weeks after sending it back I still haven't had a response. What are my options?

2020/09/08 - purchased via ebay, via CC (not Paypal)
2020/09/15 - received
2020/09/30 - contacted Xiaomi and reported the problem - they asked for video and serial number
2020/10/05 - sent video and serial numbers
2020/10/06 - Xiaomi AU issued RMA number
2020/10/08 - courier picked up item
2020/10/20 - enquired about status, no response
2020/10/22 - enquired again, no response
2020/10/28 - enquired again, no response

It's possible they haven't received the item yet and I'm normally fine to wait, but not having the bike in my possession, and Xiaomi ignoring my emails has me worried. I'm also wary of time running out on credit card chargeback. eBay consumer protection already expired at 30 days (stupid me for trying to resolve things myself, I should've started with ebay).

What should I do?

General Discussion

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Xiaomi Australia
Xiaomi Australia

Comments

  • CyberMurning on 29/10/2020 - 13:23

    stupid me for trying to resolve things myself, I should've started with ebay

    yes should have lodged complain via ebay and get full refund

  • AndyC1 on 29/10/2020 - 13:39
    +1

    Send email indicating that if they do not get back to you within 2 working days you will imitate a charge back via the credit card. In the mean time call the bank and see if this can be done as it may not be able to be done.

    Hope you have proof the courier pickup the bike otherwise your up the bike track without wheels.

    • [Deactivated] on 30/10/2020 - 12:43
      -1

      imitate a chargeback until you can confirm with the back you can initiate a chargeback?

  • brotherfranciz on 29/10/2020 - 13:44

    Of course do the CC charge back. It's a no-brainer… enough of being the nice guy. You've contacted them 3 times in 8 days so they've had their chance. You've done the video that they asked for and also done the legwork of arranging the courier to send it back to them. They've even got their (faulty) bike back. You've offered them better customer service than they have offered you!

  • psdillon on 29/10/2020 - 14:02

    Thanks for the replies guys. I contacted my bank and there's no issue with doing the chargeback, in fact they seemed quite eager to put it through. I'm now contemplating whether beg for a response one last time or just put it through.

    • salem on 29/10/2020 - 16:07
      +1

      If you tell them you're doing a chargebac, all it will do is encourage them to delay you with excuses until the window closes. Just put it in and then the chargeback process itself will be a genuine incentive for them. Also do NOT cancel the chargeback process regardless of what they offer you until/unless you have a fully operational replacement.

      • psdillon on 29/10/2020 - 16:13
        +1

        Oops I've already emailed them telling them I'd do it in 24 hours if they didn't respond. My bank said there wasn't a time limit and that I could do it even 2 years afterwards. In hindsight the person I spoke to might not know the difference between a dispute and a charge back. I think I'll put it through tomorrow.

        Thanks for the advice about not cancelling the chargeback.

    • whooah1979 on 29/10/2020 - 16:28

      in fact they seemed quite eager to put it through.

      The fees associated with the chargeback is easy money.

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