I bought a camera from this company in 2011 , it stopped working and as it had a Two year warranty I emailed SE and they generated an RMA for return. After chasing for some time they decided it was beyond economical repair. They asked me to chose another product which I did.They didn't have it in stock despite it showing on their website.I then asked for a refund. They never refunded. I have emailed at least twenty times (all copied) and have even threatened to try UK and Hong Kong trading standards and UK consulate to advise on HK based Lawyer.Early January 2013 they must have been clearing files and Emailed me saying they were closing my file as product was out of warranty. I emailed back asking why I had been offered replacement or refund if product was out of warranty. No answer , no refund , no camera .... Diabolical !
Reply to Vanessa Carrol
Please read some of your many Emails to me below.....
Thank you for your email
We would like to apologize for the confusion, I would like to confirm that your order is still under warranty.
To recap, kindly fill-in the RMA form on our website and return the whole package to us within 5 working days for our technician to look into. Also please note that our return process may normally take 7-10 working days for updates, but we will try our best to resolve at an earlier time. A notification email will be sent to you as soon as your returned parcel has been processed.
Should warranty repairs be deemed neccessary, the lead time for this is usually 28 working days; however this will vary according to each case, and delays may occur if complicated repairs are required and/or if special parts are needed.
To locate the RMA form, log into your SimplyElectronics account, and the "RMA Forms" link can be found down the left and column of the webpage under the "My Account" box.
Do read and fill in all details on the form correctly before clicking on the submit button; please do provide the finalised detailed fault description discussed in our last email.
Please use the following details in the form to assist us with your case:
Product to return: Nikon Coolpix S3000 (Red) Digital Camera NEW
Once the form is submitted, you will be able to review the submitted details, and be offered a link to make a print out of the form; we ask that a copy of this be sent to us with your returned goods.
Please follow all the above instructions to avoid any unneccessary delays in processing your return item.
Kindly return the whole package with the attached form to the following return address:
Simply Electronics Ltd
C/O International Logistics Group Ltd
Logistics House, Charles Avenue,
Burgess Hill, West Sussex
Meanwhile, please do not hesitate to contact us should you require further assistance.
Thank you and we do apologise once again for the inconvenience caused.
Customer Service Executive
REFERENCE NUMBER: ******************** Please use this ticket number in any correspondence with us.
SUBJECT: Proof of Purchase
Greetings from Simplyelectronics.
We would like to inform you that we have received an update from the relevant department and regrettably, the item is now beyond economic repair. As a result, we would like to offer a brand new replacement for your item, however, the product is no longer available hence the next model is Nikon Coolpix S3300 (Red) Digital Camera.
We hope that this is acceptable.
Please confirm to us your address and we shall make the arrangement for you.
Returns Service Executive
Finally after SE having my camera for one year (minus a couple of days) and in excess of twenty emails threat of legal proceedings and finally lodging a report of potential "Cyber Crime" with Hong Kong police department I have a refund.
Im still furious , it is my belief that this company hope to wear down customers with complete apathy towards customer service.(They agreed it was under warranty , they offered replacement and then decided to close their file at end of 2012 and tell me it was not in warranty ??) My complaint to Hong Kong police will potentially result in details of this company and my complaint being forwarded to Hong Kong's Consumer Council.For the sake of Internet Consumers AND decent law abiding businesses in Hong Kong , I hope it does.
Moral of this debacle , DO NOT GIVE UP !
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