I-Nickle Problem

[RufusP]

I have finally gotten uxcell to agree for them to pay for return shipping. It only took 11 emails, and filing a paypal dispute with several messages on there as well. They refuse to listen to anything and still claim there is nothing wrong with the player and it is not hacked and has a 2gb chip in it but as seen by the pictures above anyone can tell that is not the truth. They also want me to "close" all my messages on this forum. I guess they don't like the fact that someone actually told the truth about them sending out hacked players and how there customer service treats their customers.


Dear customer,

We are so sorry to hear that the flash memory of your player was less than it
has stated after performed a format. All player we are selling are authentic
flash memory without hacking. Sometimes inappropriate firmware uploaded to
the player may result partial flash memory not fully recovered. That's the
reason why we suggest to recover the firmware from our website, which are
acquired from the manufacturer. In most cases, the player will resume normal
if the right firmware is installed.
If you have tried all firmwares we have provided for the i-Nickel model and
still cannot restore the flash memory, please send it back and we will either
refund via PayPal or exchange another player. Please send the player itself
back by normal registered airmail (the shipping cost will be around US$8.00)
and we will reimburse the shipping cost via PayPal as soon as the questioned
player arrives.
Meanwhile, grateful if you will close the messages posted on
www.mympxplayer.org and kindly advise did you even upgrade any firmware with
other sites supplied? Any application other than the one stated in the
message? (http://www.mympxplayer.org/how-to-re...ck-vt2400.html)
Appreciate if you would advise those information so we can carry a further
investigation on the player.
Please kindly give us a quick reply such that we can process your case asap.
Sorry for your wait and inconvenience.

Best Regards
Uxcell customer service

[admin]

RufusP,

I followed up with my contact at UXcell yesterday and he said that he would get someone to follow it up. So it's good to see that they have.

It's strange it has come to this. In the past, there has been 1-2 times where a player does go out with the wrong size memory. But it has been resolved quite quickly. Maybe the wrong memory chip got placed in the player during production? It's hard to tell.

Please also remember that UXcell sells a LOT of these players. Both from their site and from eBay accounts. They sell over a few thousand a week (from what I've been told from Keith who used to work at UXcell). With every product produced, there will always be a chance that there is a fault with the product. The percentage is probably higher with electronic goods. No manufacturer can guarantee 100% that ALL their products produced and sold will be 100% free of defects. That is not realistic. So, given they sell 1000 units and 1-2 are found to be faulty, that's 0.2% defective rate. So that's not too bad if you consider that.

I know, it's a real pity that it has come down to your emailing them 11 times. I don't think it should come down to that, so I guess it's something that UXcell have to look at when it comes to Customer Service.

Personally I don't think you should jump to the conclusion that they are selling hacked players as there are other possiblities. Perhaps a wrong size memory chip was sent to them? Perhaps a wrong size memory chip was installed on the player as part of their production line? Remember, they would do bulk flashing of firmware, so would assume that all the players produced in that batch was 2GB, so it was flashed with 2GB. There are other possiblities. Trust me, if they are selling hacked players, there would be MORE complaints and also they would be removed from being advertised on this site pretty darn quick.

Also have a look at this post here from a member from UXcell: "Official Reponse to - Flash Memory Problem".

Let's see how your replacement product goes.

Look forward to your feedback.

[RufusP]

My biggest problem is the way I was treated by them. All the emails and crap I had to go through to get anywhere with them. I proved clear and direct proof that there was a problem with this unit and they would completely deny it until the end. They kept comming up with different explinations everytime for the what was happening and as soon as I showed I had some idea what I was talking about and proved them wrong they came up with another stupid explination. Look at their ebay accounts as well they have pleny of probelms on there as well with the customer service.

Should I assume that they are selling hacked players? Well if you go by their customer service there is no way that it would even be possible for this player to have the wrong size memory chip installed. I guess "tranist" and the Hong Kong post office are the ones to blame for that again. If it acts like a hacked player, the most logical assumption is it is one. What I find strange is how within a matter of a few weeks 3 others have run into the exact same problem on this site and they were not all I-nickle players. Whould there more complaints on here, perhaps not. Look at how many people use hacked ipad nono's or chipods whatever you want to call them and have no idea of it. Not to mention the fact that everyone who has a problem wouldn't even have a idea that this site even existed.

Accoridng to them "industral" policy is never to pay for return shipping, well I guess that they don't know what it's like in the real world over there. Most decent compaines in the US if there is a major problem with a product will pay for return shipping. Especially when it is a complete manufacturing defect on there part or them shipping the wrong item. You call or email have a short discussion and you have a return lablel sent right to you and the problem is delt with. But I guess being treated like crap and horrible customer service is the price you have to pay for dealing with the chinese.

Anyways thanks for the help and I will let everyone know how it turns out.

[admin]

Hi RufusP,

I can understand your frustrations. I would be frustrated too.

I have been told by UXcell that they have a seperate team that run the eBay accounts. So they have a different set of Customer Service people dealing with eBay listings etc. Did you buy your player from their website or from an eBay listing?

If you can, try and find out the name of the person who you are dealing with at Customer Services. Pass the name onto me, I'll mention it to my contact at UXcell to see what he can do. Maybe you've just got a CS person with poor service and understand English? For most (if not all) of these "CS" guys, English is their second (or third) language and that would have added to your frustrations. That would be different if you are dealing with an American company who speaks English as their first language.

When you say "if you go by their customer service there is no way that it would even be possible for this player to have the wrong size memory chip installed" - you can't judge and assume their production process just by their customer service. They are two seperate departments.

Why am I defending UXcell so much? From our past experiences, they are a good and honest seller. Unfortunately you might have been struck with the wrong CS person who probably didn't understand the problem. It's funny how human nature works. We tend to complain more often if we have not satisfied with something. But don't tend to 'compliment' on something that is good. It's not often we brag to everyone that "hey, I brought an awesome TV last week and would recommend it to you all", however, if we have had a bad experience or customer service, we tend to voice that out more. What I'm trying to get at is, if we get all the satisfied customers who have bought from UXcell in the past to post here, you would probably get quite a few.

All in all, let's see how the replacment process goes. I have mentioned to my contact at UXcell to make sure that the replacement player has been tested fully before it goes out to you as we don't want a repeat of what you've just been through.

[RufusP]

The player was purchased from thier website. I will see if I can find out the name of the person that I was talking to. I understand that english may not be their first language but I explained my self many times, followed all of thier instructions, repeated my self when asked and sent them many screen captures some of which can be seen above. I also sent them pictures of the screen and it was still not enough. I have never even had this many problems with dealing with the indian call centers and those people can bearly speak english either.

When you say "if you go by their customer service there is no way that it would even be possible for this player to have the wrong size memory chip installed" - you can't judge and assume their production process just by their customer service. They are two seperate departments.

What I meant here was in one of the emails they sent me I was told that there was no way the player was hacked or could not be a 2gb as it was "examined strictly by our QC before we shipped".

I am still trying to figure out why I got all of these different excuses of what the porblem was and how I screwed up the player. Their offical statment here does not seem to go along with their "transit" Hong Kong postal service being the ones in charge of the mp3 player hacking scam. The UXcell rep that posted here wants to duck that issue as well.

It's not all exactly complaining, more like letting people know that UXcell is not all puppies and sunshine, and they are the best place to deal with. I was also posted here to try and get someone other then the useless CS rep I was dealing with to read it. Going through them is just about pointless. There answer for everything is basicly, not our problem customer, you pay to sent, we repair/replace and sent to you. Do you at work get complemented every time you what you are supposed to do even for the smallest thing? I think not, but you sure get your ass reamed when you screw up, lie, etc. Sure you might get alot of people to post that they had good service. But think of how many people would post here that have had problems with them if they knew this site existed. You and I both know that there would be quite a few.

[admin]

I guess that can apply with every company - it's not always puppies and sunshine.

I'm just glad this site could help you with making progress on getting your problem resolved with your player. And we don't even get paid by UXcell!

Send us your feedback when you get the replacement.

[Hotboxx]

Originally Posted by admin";p=&quot

I guess that can apply with every company - it's not always puppies and sunshine.

It seems that Uxcell is not better than every other scam company. I also have a issue with Uxcell, still under negotiation so I will not give any details.

[admin]

Originally Posted by Hotboxx";p=&quot

It seems that Uxcell is not better than every other scam company. I also have a issue with Uxcell, still under negotiation so I will not give any details.

In all fairness, there is a difference between a "scam company" and one that you have experienced poor customer service with. Don't judge a company completely based on poor customer service you were given by a particular staff there.

Do you know who you have been talking with at UXcell Hotboxx? If you can pass the name to me, I will pass it onto my contact at UXcell so maybe he can further investigate why this is happening.

If I have any control at UXcell, the staff concerned will get a good earful from me! However, I'm not, so I'll do what I can to help out and support you.

[Hotboxx]

Admin, I will send you a PM about this.

[admin]

Hi Rusfus,

I got an email from my contact at UXcell and they have said the following:

"...arranged to replace his i-Nickel with a free upgrade from 2GB to 4GB plus 2 extra headphones as a free gift"


Let us know your feedback once you get the replaement. Hopefully their replacement with the upgraded 4GB and two extra headphones will help lighten your frustrations. Hopefully this is a lesson for their Customer Service staff.

Also, did you get back to me as to WHO you were dealing with through email from UXcel customer service? I want to mention this to my contact at UXcell.