[Crystal 4/64GB] Information request from users of 4/64GB Crystal bricked after OTA update

bencebacsi Post time 2017-12-19 14:08:25 | Show all posts  Close [Copy link]
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Author: bencebacsi

[Crystal 4/64GB] Information request from users of 4/64GB Crystal bricked after OTA update

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Post time 2017-12-18 05:02:24 | Show all posts
very nice from UMIDIGI. Never again UMI. I had UMI EMAX MINI witch iz 300% better phone than this little piece of dead shit. After that I bought UMI Super which has very bad camera so i sold it for 50 % less, than i bought 2 pieces uf Crystal crap which are now dead. My post office is asking me 65 $ for sending only one to seller.
I will contact paypal and wait for their solution.

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Post time 2017-12-18 19:27:01 | Show all posts
Anche io mi trovo nella stessa situazione, telefono morto dopo l'aggiornamento... UMIDIGI ci ha fatto riempire il form, ma a quale scopo? cosa abbiamo ottenuto con questo? GearBest vuole il telefono rotto ma a questo punto che senso ha? potremmo distruggerlo noi e poi avere un rimborso, tanto alla fine  è buono solo come fermacarte. Veramente una presa in giro, spendere 50€ per rispedirlo in CINA...
Lo facessero almeno spedire in EUROPA, avrebbe sicuramente un costo diverso.
CHE VERGOGNA!

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Post time 2017-12-18 20:34:09 | Show all posts
My aliexpress seller (SUPER EGROW GROUP) doenst reply to my message after 5days sending messages.
We need a solution!!!

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Post time 2017-12-18 22:47:07 | Show all posts
bencebacsi replied at 2017-12-15 12:11
Hi,
Our official retailers are already aware of this situation and they are ready to refund the fu ...

Boa tarde
Entrei em contato com o vendedor da GearBest, o mesmo não me respondeu desde a semana passada do dia 13/12/2017, ai fica dificiu, como vocês querem que os usuarios voltem a usar o produto.

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Post time 2017-12-18 23:20:22 | Show all posts
Hi again,
Probably the best solution would be an exchange for a newer model and I wouldnt mind to pay the diference. But it should be UMI the one offering the costs of transportation or arrange a way to get the smartphones from us.
In my case I wouldnt mind to get the new S2 even if I had to pay an extra 50 € in exchange of my Crystal.
Expecting to ear news and fast from UMI!

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Post time 2017-12-19 05:35:40 | Show all posts
Dear BEN from UMIDIGI,

i have filled out the form from UMIDIGI as it was requested, i have contacted my reseller (Gearbest) and as requested from Gearbest i
send all the information (including IMEI, a video which clearly shows the problem that my Crystal is dead, etc.) and the result so far
is that Gearbest does not know anything from your side about a special solution for the Crystal problem !

Nevertheless they offered me 2 possibilities :
- repair the phone for free when i sent it back to them. But you know from the other post that this is nearly impossible without spending a lot of time and additionally the shipment costs are extremely high !
- they offered me in this special case from their side (not from your side - see above) to do a refund which is around 15 percent of the money which i originally have paid for the Crystal phone without sending it to them

To make it absolutely clear. I really appreciate the fast and customer friendly service from Gearbest, but in this case i expect the same and more from UMIDIGI, because it was your and not my fault why my Cystal is no longer useable.
I hope i will get an acceptable solution from UMIDIGI soon.

regards Jürgen

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Post time 2017-12-19 10:20:59 | Show all posts
BenceBacsi - Ben, you need to provide us with a copy of the instruction from UMIDIGI to your official resellers to accept the claims for full refund. This letter should be the one you send to Gearbest, Banggood, Aliexpress and so on. Because right now the resellers are playing the I do not know game which is beginning to piss all your customers.

UMIDIGI should consider sending new 4GB/64GB Crystal phone to those who are affected as this lowers the overall cost impact of to UMIDIGI in total.  You can verify this by the order number and the respective ticket issued by the reseller with regards to this device.
Some customers may not accept it, but it is a right move to just replace the device for the customer.

From the customer end sending the phone back is ridiculously high cost and may not even be possible due to dangerous goods category with the Lithium battery inside.

UMIDIGI should have the numbers based on the feedback on this forum and the Russian site on how many devices are affected.

UMIDIGI should owned up to the responsibility of the bricked device due to an internal blunder of the Official OTA release and should not burdened the customer on any cost with that respect.

Ben you have to respond back urgently as the resellers are not entertaining a ticket not answered for a long period.

 Author| Post time 2017-12-19 11:21:05 | Show all posts
Dear Users,
I am the admin (not the only but the most active one) here but I can't be everywhere and now.
Since both Marcin is and I am EU resident, we offered the company to collect the defective devices in Europe and to manage to ship replacement handsets. This solution is still under consideration. Only resellers can pay refunds since earlier they received the payments.
Both Gearbest and Banggood are huge companies with many employees at their after-sales department (and they use templates for their work), so maybe it needs a longer time to make this case clear on their side. That's something I can't check.
However I could check the shipping costs and to ship a smartphone with its accessories (registered airmail under 500 gramm) with Deutsche Post from Germany costs €6.20. That's about the same price in my country, so I guess, other EU countries are not seriously different. If you paid your order with PayPal, (theoretically) you can request them to refund the costs of your returning shipment. To ship smartphones with built-in rechargeable lithium battery to China, using postal services is not prohibited. You can even open a paypal dispute if needed.
Aliexpress still has something to develop about warranty but the following pages may help the residents of some specific countries.
https://sale.aliexpress.com/__pc/Allianz.htmhttps://sale.aliexpress.com/1year_replacement_warranty.htm
We need the form to fill in to measure the number of users involved.

Sincerely,
Ben

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Post time 2017-12-19 11:49:55 | Show all posts
Edited by penamas at 2017-12-19 11:56 \n\n Edited by penamas at 2017-12-19 11:51 \n\nWe do realize that the reseller customer service uses template to reply but we do need the definitive correspondence that we can forward to the reseller customer service on the UMIDIGI instruction to them to accept return and issue full refund. Without that instruction we will just be bullied with standard replies from the reseller customer service.

I have even provide links and extract of the forum content, but still they stick to their standard template reply. I have provide their response on this thread.

Do assists us on the proof of instruction from UMIDIGI to resellers so we can close the case accordingly or let us know who they customer service should check with to accept the return and issue full refund.

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Post time 2017-12-19 14:08:25 | Show all posts
To other UMIDIGI admin feel free to step in and provide assistance accordingly to the users.
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