Pine64 doesn't respect its return and refund policy?
#1
Hi,

I would like to return and get a refund on my items but the support doesn't want to respect its policy about it, instead they either ghost me or bounce me around sales@pine64.org and ach claiming it's the other support that deal with this...



During one exchange they even told me to sell my items on ebay, I am still within 15 days the return and refund policy.


Any idea on how to deal with this situation?VidMate Mobdro
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#2
Let's try this:

@tllim
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#3
A few things:

1. This kind of customer relations situation is exactly why they now have a community and third-party price, where you are paying for these additional services. This customer support costs time and money, so it the buyers have to pay more.

2. These devices are build-to-order and in many cases are prototypes. Generally I think of it more as trying to return a Kickstarter project - it's just not going to be possible.

3. Pine don't have warehouses (as far as I know) to save costs - storing stuff costs money and that would have to be passed on to buyers. The only place you could really return the device might even be somebody's home.

That all said, I think more needs to be done to support the devices that arrive broken or break shortly after purchasing. For example, a tonne of Pinecils seem to have died through normal reasonable use and now people are stuck with almost brand new dead devices. I know of at least one PineTab that had it's battery bloat - which shouldn't be possible in a reasonable scenario.

And then of course there were all of the first gen phones that needed tonnes of mods to get basic hardware working, requiring soldering work that many couldn't do. I doubt Pine would have been capable of recalling all those devices anyway and that would have spelt the end for the project.

At the very least I think it just needs to be spelled out _exactly_ what support can be expected and in what scenarios.
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#4
(03-02-2021, 02:25 AM)EverlyWyatt Wrote: Hi,

I would like to return and get a refund on my items but the support doesn't want to respect its policy about it, instead they either ghost me or bounce me around sales@pine64.org and ach claiming it's the other support that deal with this...



During one exchange they even told me to sell my items on ebay, I am still within 15 days the return and refund policy.


Any idea on how to deal with this situation?

I can't really do anything directly to help you there, but what device/issue did you have?
Come have a chat in the Pine IRC channel >>
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