Charlie Saini´s profile

Reviews (1)

Pandawill

Needs better customer service

I placed an order (Order #100389105) for this item (an Android Smartphone) along with 2 other items on August 24th, 2012 out which 1 item was not in stock and there was no mention on their website about this. It took the item 18 days to arrive (which is ok considering it was shipped Internationally). I checked all the items on the day they arrived and noticed this phone was not fully functioning. The phone part (i.e. calling in, calling out or even the signal bars showed nothing) did not work at all. I tried changing out SIM cards (tried SIM cards from 3 different carriers), changing different settings, resetting the phone and anything else I could think of but nothing worked. After this I tried contacting Pandawill.com on several occasions via their online chat customer service several times but their chat system is either offline or when online there are at least 30-40 people waiting in queue and I left them several messages via their online chat system but did not receive a response for long time. Finally I emailed them with my problem and received a response in which they asked me to make a video of the issue (which is not something I have ever been asked of any online retailer). I tried to make a video on several occasions but my camcorder seemed to be having problems as well and I was unable to extract any video from it at that time. I again tried to contact them to explain this issue but again had trouble contacting them via online chat due them being offline or the queue being filled with other customers and contacted them via email. At this time I had a chance to extract video from my camcorder and sent them a link along with my detailed issue. After hours and hours of wasting time trying resolve this they sent me an email asking me to send it back but that I would have to pay for the cost of shipping. I sent another email explaining that Indian Post does not allow electronics items to be sent and courier service costs around $40 USD and they should pay for the cost of shipping if they want me to return it. I sent them the video showing clearly the malfunctioning phone and after all this if they want $40 just to return a phone that costs $80 they are out of their mind. They even sent me an email offering a $44 coupon towards a new phone. I have been very patient with them and tried to resolve this in a reasonable manner but am hoping PayPal can help resolve this issue before I contact my credit card company. I think they should refund the $86.99, send me a replacement phone or offer me $86.99 towards another phone (although I don't ever want to deal with them again). Those options are fair and reasonable. Here is the link to the video of the phone I made for them http://youtu.be/dLtkeuxI8pM and also I noticed this page full of complaints about them on their reseller ratings. Seems I am not the first one to have issues with them and I wish I had seen the following website before ordering.http://www.resellerratings.com/store/Pandawill and http://www.trustpilot.com/review/www.pandawill.com. I also have a record of all the emails I sent back and forth.

Charlie Saini´s profile

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Charlie Saini
Reviewer
1984
Chandigarh, United States

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