Vevor.com.au - Bad Customer Support Experience - Warning

nomisg on 19/09/2023 - 11:54
Last edited 19/09/2023 - 11:55

Just thought I would share with everyone some "interesting" customer support I have received from this company.

Bought a still from them about 6 weeks, but only got round to playing setting it up last week, so the "30 days no hassle" returns had expired.
https://www.vevor.com.au/alcohol-distiller-c_10688/30l-8gal-…

Showed them a photo of the product being faulty. "Good morning, assemebeld the still today and I have a problem as per the photos. The copper attachment is not correct and hence the condenser will not lie flat and hence cannot properly pump water into it. Furthermore, having the condenser (which needs to be cold), sitting on the boiler (which will be hot) doesn't make alot of sense. A female to male extension hose would fix the issue, but I can't find one that will fit."

reponse

"Thank you for contacting Vevor.

We are sorry to keep you waiting. Based on your information, according to our technical staff, please refer to the attached operation video to re-install it. Thanks.
You can follow these steps to see if the problem will be solved. Thanks.
Don't be hesitant to contact us if you have any further questions!"

So I do this, took me about 30 minutes, and its the exact same issue. I felt like an idiot going through the exercise, dismantling (something that was already put together by vevor) and reassembling is not going to magically bend and stretch copper. :-)

next response from vevor.

"Thanks for contacting Vevor.

We deeply apologize for any inconvenience caused, and we are committed to resolving the issue for you promptly.
We are sorry this suggestion was useless for you, and we kindly ask you to send us the video to show how you follow the video to operate? We can forward your information to the technical staff further verify this issue for you. Thanks for understanding and cooperation.
Please feel free to contact us if you have any further questions!

Best regards."

Incredible, want me to do it all over again and this time hire a film crew to video tape it. I just kind of laughed.

Also, when they respond in their ticket system, you have just over a day to respond, or they close the case as resolved.

General Discussion

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vevor.com.au
vevor.com.au

Comments

  • [Deactivated] on 19/09/2023 - 12:06
    +1

    buy from china based sellers, using 3pl warehouses in sydney/melbourne this i what you get.

    Vevor always sell crap, so im imagining its cheap junk

    • fantombloo on 19/09/2023 - 20:04

      Vevor always sell crap

      Not my experience. Got some decent stuff from them for good prices.

  • Sleeqb7 on 19/09/2023 - 12:11
    +4

    Until a fault is confirmed, most companies wouldn't want to ship a large unit around the country.
    Nobody is asking you to hire a film crew, prop your mobile phone up against a box and demonstrate the issue. They specified wanting a video of operating the unit, not dismantling and reassembling the whole thing, unless "how you follow the video to operate" doesn't mean "Operating the device", for some reason.

    They're trying to offer you trouble shooting to prevent you having to send it back, wait for them to assess it, and then return it.

    The ticket system seems like a joke though, but the customer service response seems fine to me.

  • freefall101 on 19/09/2023 - 12:17
    +1

    Grab your phone, take a video, send it to them.

    It's annoying but that's troubleshooting. It sounds like you know what you're doing but, having worked in an IT role before, there's always people out there who are just smart enough to be dangerous (I'm one of them).

    • mskeggs on 19/09/2023 - 14:46
      +2

      "yes, I've tried rebooting."
      "Unplug the power cord and blow it to clear out any dust."
      'Oh, that must have been the issue, it has come back on'

  • Cheaplikethebird on 19/09/2023 - 12:21
    +1

    It's a reasonable request to ask for a video, as someone who troubleshoots for a living usually when a fix doesn't work it's because something was lost in translation so I will want to put eyes on it myself before wasting time going down other troubleshooting paths.

    I mean you can't be that annoyed, if you're buying some no frills product from China you always unbox it then and there to see what they messed up. Also you bought a device 3x more complicated than anything you should purchase from one of these sellers.

  • johnfuller on 19/09/2023 - 12:22
    +2

    lol "they want me to hire a film crew", just take a quick video for them with your 2k camera phone and show them your dilemma, bloody sook.

  • nomisg on 19/09/2023 - 12:35

    Yeah, film crew, being cheeky with that comment. :-) I just know doing what they ask isn't going to change anything except wasting my time, it will be the third time doing it. The photo I sent them clearly shows the issue with the product, I feel they are trying to frustrate me into giving up, a stratergy thats likely to work.

  • Boioioioi on 19/09/2023 - 12:57

    I had a weird experience with Vevor. Bought a roof rack from them, didnt meet my expectations… Bit of false advertising too as they claimed it to be all aluminium, many parts were mild steel.

    I asked to return and first they offered me $25 back to keep it, I kept asking to return it, they increased their offer to $50, $75, eventually $120 back for a $180 item and I got to keep the item. Very odd

    • [Deactivated] on 19/09/2023 - 16:05

      As i mentioned, they are a china based operation that sell in UK, Germany, USA etc.

      To return would cost them postage, plus return/restocking fee for their 3pl warehouse, plus a handling/disposal fee. As they dont have employees in Australia, just admin staff in China, no one can diagnose or check product, and it cant be returned to china so they dump in bin if returned to their third party warehouse.

      They rather keep throwing figures at you, until you accept as they are minimising their losses this way.

  • nomisg on 19/09/2023 - 13:05
    -1

    So have decided to bit the bullet and do the video, of course no change in the issue and 25 minutes wasted. Go back to their support and is has a 5MB attachment limit. My video is 729MB, LOL.

    • DJR9000 on 19/09/2023 - 13:08
      +3

      upload it as a private youtube video and send them the link.

      • nomisg on 19/09/2023 - 13:31

        Cheers

  • bobbified on 19/09/2023 - 18:39

    I just kind of laughed.

    When they got your money, I bet they did too!

  • nomisg on 20/09/2023 - 16:07

    The update today…

    "We can view your youtu video, however we cannot download it. Therefore we are unable to forward the downloaded video to our technicians.
    We sincerely hope that you upload this video to wetransfer and then send us the wetransfer video link, it's a simple process.
    Thank you for your understanding."

    me

    "Can't you just forward the link (youtube) to the technician?"

  • nomisg on 26/09/2023 - 13:06

    So they made there 1st refund offer today, about 30% of a purchase price. Seeing the poroduct doesn't work as intended, I don't see why I shouldn't be getting a full refund.

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