24H Building JingFa, 2077 Road, LianHua, ShenZhen District FuTian., China
Initial contact with the supplier:
Type of product(s) being purchased:
Value of the Purchase Order when the incident occurred:
Under 1,000 USD
Destination market of order in question:
Type of Complaint(s):
Stage of relationship with the supplier at the time of the incident:
Wholesale – 10 10.1 Inch A23 Dual Core Tablet PC With Android 4.2 OS 1GB RAM 8GB ROM Allwinner A23 1.5Ghz Dual Camera WIFI Netflix Facebook – Ordered via DHGate, China – free shipping
That’s how it was announced and it looked like good bargain, reasonable quality for a reasonable price, so I ordered one.
On 10 March 2014 I paid 94.99 USD for the device, which at the present rate comes to 64.99 euro. Cheap, isn’t it?
The company I bought it from calls itself IT_Mart and works through a wholesaler named DHGate. Nothing to complain about them, I’ve already bought 4 other items which came without problems, but this one is something else. So, enjoy my personal nightmare that started on the fourth of May.
Walter 2014-04-05 14:10
Hello, I received the tablet yesterday in good order but have to inform you that it does not work. I’ve hooked it up to the electricity net for about 12 hours and when I push the power button it only shows a white screen for about a second. It has been recognized by my PC as an unknown device, so is it possible that there’s no operation system nor driver present? If that is the case, how do I make it work?
Thank you for your reply and have a nice day.
it mart 2014-04-05 15:39
This tablet has installed Android OS inside, please turn on it and take a photo to me.
press the power button don’t release until the screen turn to light, then take a photo to me, we will check it and give you a resolution
Walter 2014-04-05 20:40
Thank you for your swift reply. I attach 3 photos in chronological order. The first one is the tablet in non-activated mode, the second the way the screen lightens up, the third as it is completely turned white. The whole process lasts about 2 seconds. I have searched the internet and done some experiments but nothing happened. As a result it seems the device has a hardware malfunction. Furthermore it has scratches on the back so I presume it has been used before.
The forwarding charges are high, so in case I have to return it, will you accept the return charges at your expense? I hope you will present me with a fair proposition.
Thank you and have a nice day,
SDC10002.J… SDC10004.J… SDC10003.J…
it_mart 2014-04-05 21:11
We will turn to our engineer for help, we will try to get a solution for this problem. if failed to make it work we will bear the back charge of delivery.
Before shipping it out to you, we have used up all electricity, so please charge the battery for a while first, make sure the battery with electricity.
Walter 2014-04-08 20:54
Hi, Maggie, thank you for your willingness. The battery is completely charged up. Now I await your further instructions.
it mart 2014-04-08 21:30
Our engineer inform that’s the OS problem, not hardware, it’s easy to resolved.
We will get a new OS within 2 days and show you the further instructions as soon as we get it.
besides, do you have skype? please add my account: ym2221 for easy communication
it_mart 2014-04-09 22:28
Please download the firmware via the following link, then i will tell you how to recover the system
walter 2014-04-10 17:55
Thank you Maggie, but this link does not work:
Uw zoekbewerking – http://pan.baidu.com/share/link?shareid=3055618351&uk=204821503&qq-pf-to=pcqq.c2c – heeft geen overeenkomstige documenten opgeleverd.
Can you send the firmware directly to my email?
XXXX AT XXXX
it_mart 2014-04-10 18:38
this is too large, can you add my skype ym2221
i will send it via skype
walter 2014-04-10 23:16
Gee, it’s complicated! I don’t use skype, as I don’t have a microsoft account.
However, I have a google drive account. My name is: XXXX AT XXXX
and also a dropbox account with the same name.
Let’s hope for the best!
Thanks for your friendly cooperation.
walter 2014-04-13 13:03
Good morning, I seem to have managed to download the file, which is an img of 512mb , called:
I could open it with Isobuster, but did not extract it as I prefer waiting for your further instructions.
it_mart 2014-04-13 17:30
can you add my skype: ym2221, then I will teach you how to install it
walter 2014-04-14 14:31
Hi and good day, as I have told you, I don’t use Skype because I don’t have a microsoft account. Is it your purpose to instruct me vocally? I have a hearing problem and am afraid that I won’t be able to follow your directions quite adequately. That’s another reason why I’m not interested in Skype. I would prefer that you give me written instructions. You may send them in MS-Word or text format.
In the meanwhile thank you for your kind help.
it_mart 2014-04-14 15:22
ok, I will make a instruction for you in word later of today
it_mart 2014-04-14 20:57
What’s your email address? i need to send you a instrument to recover this tablet
walter 2014-04-14 22:39
Thank you, my email adress is:
XXXX AT WWWW
Looking forward to end my troubles!
I’ll keep you informed.
it_mart 2014-04-14 23:24
I have sent email to you, please check.
it_mart 2014-04-14 23:48
Your email can’t receive exe format file, so please download the attached file, which is a recover tool of tablet pc
there also is a chinese guide in our side, i will translate it into english for you, so you can do as the guide to recover the tablet then.
I will send the english guide to you in tomorrow.
walter 2014-04-15 00:17
Thank you very much, Maggie. You’re the best!
it_mart 2014-04-15 10:51
Please refer to the attached file for the instrution
walter 2014-04-15 17:34
the firmware and Phoenix driver downloads went well. The flash tool was not at the baidu site, as they don’t do file sharing anymore, but I could pick it up at chinagadgets, so that’s okay.
Unfortunately, the tablet does not respond to the TF card, though everything has been installed according to your instructions (and with the assistance of my son).
The screen still shows up white for some seconds and then shuts off again.
Hopefully you can still find a solution, so that I don’t have to return the device.
In the meanwhile thanks for the effort you’re putting into my problem.
Have a nice day.
it_mart 2014-04-15 18:04
I think maybe is the charger problem, please try to change another charger to charging of the tablet, make sure this tablet with some electricity inside.
Hope your reply asap
it_mart 2014-04-15 21:24
my engineer said this is the firmware problem, the hardware is ok
i will send you a new tool to recover this tablet later, my engineer is try to make it now
it_mart 2014-04-15 21:38
Hi please down load the on line recover tool to recover the tablet pc
the following link are link for instruction
walter 2014-04-16 19:50
Dear Maggie, thank you for the new instructions. However that was to no avail. the device does not show any response. It’s white screen over and over again.
My son took over and he swiftly discovered that the tablet driver is not recognized by Windows 7. Indeed in the hardware list it’s marked with an !, which means that neither Phoenix or Livesuit have the proper ones. Its name is: VID_1f3a_PID_efe8. We tried to google the right driver but couldn’t find one. So, I think the first thing to do is find the driver and then proceed with Livesuit. Can you please send me that driver asap?
Apologize for all the trouble, but it is frankly getting on my nerves…
it_mart 2014-04-17 21:12
So sorry for delay reply
Ok we will discuss your problem with our engineer and get a driver of windows 7 for you
Waiting my update news
it_mart 2014-04-17 21:26
We often use XP to update the firmware, it’s ok for XP OS.
So, can you try to re-install the firmware via XP computer? this can help you do it success.
Hope your reply
walter 2014-04-17 22:03
Hi Maggie, so it seems it’s just a question of OS. Now, I don’t have win XP anymore because Microsoft does not support it anymore. However they have this tool windows XP Mode which you can install on a Win 7 system. But to my disappointment my hardware does not match the requirements to run that tool, as my processor does not match the minimum hardware virtualization, whatever that means. So I’m stuck now! Anyhow, I know now where the problem is, and it is not your device, but my operation system that plays up.
I’ll ask my son to bring his laptop (his machine is far more up to date than mine) at his next visit and we’ll see what will come out of it. I hope the problem will solve itself then, otherwise I’ll have to return the device which I really hope that won’t be necessary.
Thank you for your patient assistance. I’ll let you know what becomes of it next week.
Have a nice day (or night in your case) and greetings from Belgium.
it_mart 2014-04-17 22:23
so sorry for inconvenience that caused for you. if you can’t resove it in the end, we can accept you banck it to us.
Hope your good news
walter 2014-04-18 12:25
Dear Maggie, my son has informed me it is impossible for him to install Windows Xp Mode for two reasons: he works with win8 which does not supports Windows XP Mode, secondly because XP only runs on IDE drives and not on SATA which he has. So, this option is out.
I don’t know anyone else who still has Win XP. Besides, no one uses IDE drives anymore, I don’t as well.
As XP has become obsolete, and as I need it to install the Android system, I’ll never be able to get the tablet working.
The tablet also has scratches on the back (not my fault), and so I gather that it’s been used before and someone erased the system, accidently or not. It is therefore worthless and can not be sold anymore, nor by you or by me.
I can send it back to you, but the return charges are very expensive from Belgium to Beijing and as you have promised me you’ll reimburse them, I don’t think it’s worth it.
If I may make a suggestion, taken into consideration that the problem is your responsability, send me a tablet that is fully operative, without the adapter, cables etc. You can send it therefore at the lowest possible rate that way and I don’t mind if it takes a month to reach me.
If you agree I’ll order a second one for my wife at the same time (trusting that it will be okay too).
I think you owe me that, after this hectic and frantic week full of frustrations.
Looking forward to your decision, I wish you a fine day.
it_mart 2014-04-18 13:51
Is ok, we would like to send you a second one with free shipping.
if you like buy another one for your wife we will send 2 pcs to you, you only need pay for one pcs.
we will send all set for you with cable and adapter, same as the first order.
Thanks for your support and hope your news soon
walter 2014-04-18 15:54
Thank you very much Maggie, you’re so kind. Your service is excellent.
I was going to pay for the second tablet, but I can’t find the shortcut where it is located (it was a promotion). Please, send me the link to do the payment.
I trust both tablets will be fully operational, so that I don’t have to install firmware etc.
Have a great weekend,
walter 2014-04-18 16:19
Maggie, I just found it! It was simply on top of all our messages, how stupid of me. I’ve done the payment as we speak.
I paid 122.83 USD (89.88 euro)
it_mart 2014-04-17 22:23
so sorry for inconvenience that caused for you. if you can’t resolve it in the end, we can accept you back it to us.
Hope your good news
it_mart 2014-04-18 16:30
Ok we got your order, thanks for your support.
we will ship 2 pcs of items to you asap
it_mart 2014-04-19 12:57
Hello My friend
About the tablet pc with quality problem in your side, can you return it to us? it will cheap ship it via your local post.
So we can repair it and make sale again, as is useless for you.
we will bear the back charge, please send it to our address:
Address:24H Building JingFa.2077 Road,LianHua District FuTian.ShenZhen Province GuangDong China
Contact:Yan Jing Song
it_mart 2014-04-19 12:58
we will send 2 new tablet pc to you as soon as we receive your tracking number
Thanks and hope your reply asap
walter 2014-04-21 12:02
Hi Maggie, I respond to the message of Mr. Yan. I’ll return the broken tablet at your charge as soon as I’ve received both tablets (the replacement + the new order) in good working order, as I’m not sure about how they will be yet.
I hope I’ll get them before my 68th birthday which is May 22. It would be a great birthday present!
Have a nice day.
walter 2014-04-21 15:00
Maggie, I contacted our local post office and the return charges would be 48 US dollars. Is it worthwhile for you to pay them back? And the device is definitely malfunctioning. Well, it’s your risk of course.
it_mart 2014-04-22 11:32
Actually, this is firmware reason, it’s easy to make it well, but you are new customer don’t know how to recover it.
This Tablet is a expensive product, if you like it and hope recover it work well in future, can you make a part payment to us?
$35 will be ok
we will send another 2 pcs of tablet to you as soon as receive your agreement on this
Thanks for your understand and hope hear from you soon
walter 2014-04-22 12:00
Maggie, i do not understand this. This is not what we have agreed upon. Why should I pay you another $35 for a device that is not working? The second tablet I ordered and have paid for, you cannot withhold despite we have a misunderstanding. It should be delivered anyway.
I’ll make you another deal: send the second tablet asap. If I see it’s fully operational and working perfectly, I’ll send you the first one back, but I will not pay for the charges. I’ll have it sent ‘paid by the recipient’. So I don’t have to poor more money in this sad history.
And I don’t want it back anymore and will demand a full refund. Naturally, I’m not going to put a positive review on your site.
it_mart 2014-04-22 13:35
we will send 2 item to you for the last order. hope all will be well
walter 2014-04-22 22:23
Dear Maggie, thank you for your understanding. You’re a great salesperson. Let’s hope all will end well as you said. I won’t put a complaint on your site (providing the device will work fine). And if everything goes well I will introduce you to other members of my pensioner’s club (without talking bad about you of course!).
walter 2014-05-05 18:23
Dear Maggie, the 2 devices have finally arrived and been tested. They are in good working condition, thank you for that! Now, as agreed upon the delivery should be free, but I had to pay 50,56 euro for it, which is about the equivalent of a new tablet. If you agree, I will keep the malfunctioning tablet and try to sell it to compensate the expense. I’ll have two positive reviews in exchange for you.
All’s well that ends well.
Thanks for the understanding. Your client service is excellent.
Have a nice day.
it_mart 2014-05-05 18:34
Just do as your adviced above, hope you can come for more business.
walter 2014-05-08 01:04
Maggie, I was intented to sell the malfunctioning device but nobody is interested, which is understandable as it does not work. In the meanwhile I managed to contact a person who still has winXP on his computer. I was able to install the driver. So, the device is not broken, but the firmware is still not the right one. I tried with the two img of Phoenix and the one of Livesuit, but to no avail. They are not recognized by the device. Furthermore, your manual states another img than the ones you gave me. So, I beg you to render me the right firmware.I really hope this will come to a satisfying end. Otherwise I’ll have to return the device at your expense and ask for a money return. I have already paid too much because you sent the two good tablets with DHL. I could have purchased the tablets on the internet for less than I have paid to you and DHL. That is not good customer’s service.
In short: PLEASE GIVE ME THE RIGHT FIRMWARE so that I can sell the tablet and get some of my money back.
it_mart 2014-05-08 16:06
you told me the last 2 tablet are good and work well, and the first tablet no need your back to us, what the problems again???????????????????
walter 2014-05-08 17:01
Listen Maggie, I’m fed up with all this nonsense. You sent me a defective tablet and the wrong firmware. I tried to sell it but nobody wants a broken device, not even for free. So I have to ask you again to give me the right firmware and if you don’t, I’ll be stuck with a device I have paid for and will never work. You sent me 2 good ones, at my expense, though you claim that delivery is free from charge. The third one I have only purchased with your promise that you would take the first one back. I asked you to try to make the device work but you keep sending me the wrong software. I have paid up to now 400 US dollars + 25 euro for the person who lent me his WinXP laptop in order to have the non functional device working, which did not.For that price I could have 3 perfectly good tablets with higher specs than yours. So, I assume you can understand how frustrated I am. I can’t leave it this way. If you don’t show up with the right firmware, I’ll send the device back at your expense by DHL as you did and ask you to reimburse me 94,99 US dollars.
And if you refuse, well, all hell will break loose 🙂
(if you believe in that stuff)
I know I’m acting like a rollercoaster, up and down, but at my age I don’t have to put up with all this.
So, do we agree? For frienship’s sake? I think I’m a good customer, having bought 3 devices.
Still good friends.
walter 2014-05-08 17:41
PS: I forgot: one of the chargers you sent me with the tablets does not fit or does not work, I don’t know. Anyway this too is malfunctioning.
walter 2014-05-11 15:38
Dear Maggie, one of the new tablets does not work anymore! When I pushed the power button this morning, the screen showed up a bar half filled in a yellow color. See the attached picture. I remember that one of the new devices was only 77% loaded and the adapter did not work, I assume it’s this one that’s gone to smithereens.
Up to now I have bought a beamer and a smartphone from other DHGate members, which do not give my any problems, it’s your devices that give me a heartache.
What kind of company are you? Don’t you check your produce first before you send it away? Does your staff play with it at lunch hour?
So, I’ll return both devices at your expense. DHL wants your international custumer number (beginning with 95) and I want a full cashback + half of DHL’s expenses which is 25,28 euro.
I suspect that the last tablet will also be defective soon, I’ll let you know.
it_mart 2014-05-11 16:32
this is the firmaware problem, many tablet has this OS problem, which is very easy to resolve.
i will send you a new firmware to make it recover later
Before shipment we have test all items, but the firmware is a heartache thing, this is the android OS problem, hope your understand.
i will send your firmware in tomorrow.
it_mart 2014-05-12 23:06
Please use the following firmare to update the tablet:
This is a firmware problem, is a normal OS problem on Android tablet or cell phones. don’t worry about it. it’s easy to deal with.
The attached is a instruction for the using of firmware. if any question please turn to me at any time
walter 2014-05-13 13:11
Dear Maggie, thanks for the new firmware, but I notice it’s from Phoenix, which you sent me a month ago already. It still does not work.
Let me recapitulate:
First (oldest) tablet: came with scratches on the back and no power. Showed only a quick white screen. Dit not succeed in installing four types of firmware. So, I assume it’s gone.
Second tablet: came with 77% power, so someone had been using it. The adapter (charger) does not fit. Worked well for 4 days, then it collapsed and shows only a yellow bar. Did not succeed in installing firmware. Could get the drivers working, but was not able to get into the device.
Third tablet: works well, is a great device. So, your argument that Android 4.2.2 is unstable does not imply here, and has nothing to do with the malfunctioning second tablet.
For these reasons I can’t see but return both defective tablets and ask for a full cashback + 50% of DHL expense (1 tablet), in total: 2 x 94,99 USD + 25 euro.
I’ll keep one of the working adapters in exchange of the defective one.
I’ll wait until tomorrow before starting the procedure at DHGate, so that you still will be able to look for a final solution.
Thank you for all the work and sorry at the same time for all the trouble you had to go through.
PS: I need you international customer number for DHL.
it_mart 2014-05-13 22:07
We have made serious quality test before the second shipment to you, the Android OS Tablet is not so stable, 99% reason are OS problem, it’s easy to deal with by the update of firmware, we have sale lots of this item, our customers can resolve this problem as our guide.
in short, if the tablet can open, please try to make Restore factory defaults, which is useful for resolve all OS problems.
if the tablet can’t open, please try to update the firmware as our guide attached, which is very easy to deal with. i think you just need a little patient to try do as your guide.
I’m a honest business man, and very hope can make our customer satisfaction with our products and service. your first order tablet can’t resolve by yourself, so we send another free to you. and this time you meet also the OS problem, which can be resolved under our support, if you back it we will loss too much, this order has already loss much for the one free tablet and DHL charge.
So, we do hope you can try to update the frimware again, i will let our technic man to help you if you meet any problem
Thanks for your understand
walter 2014-05-14 23:45
Maggie, I understand your situation. If I read correctly, you will send me a new one (which is working fine) for free. I expect there will be no forwarding charges. Therefore, please, send it by regular mail. It may last a month or so, it’s anyway too late for my birthday. Upon reception of the new one, i will return the first one in exchange (the one I cannot activate whatever I do) and pay the postal charges myself. I believe you when you say that I should be able to activate the second one over time, by means of trying, because the third one works fine and is a fantastic tablet.
Do you agree? Are we on the same level now? Let’s hope everything will clear up in due time.
Have a nice day.
it_mart 2014-05-14 23:58
Please back the two problem tablets to us, we will back one price of payment to you (as we send a tablet free to you on last order )
24H Building JingFa.2077 Road,LianHua District FuTian.ShenZhen Province GuangDong China
Contact:Yan Jing Song
Hope we can resove this problem soon
walter 2014-05-16 15:01
Maggie, my son has solved the problem of the second tablet. It’s working fine now! I don’t know how, I’m not that technically, but anyway it works and that’s what matters. So, forget my former message. I only have to return the broken one.
Thanks for the advices.
it_mart 2014-05-16 22:46
ok it’s really a good news!
as i said, this is not the hardware problem, if you learn how to update the firmware the problem will be easy for resolve.
Hope your can back for more business.
walter 2014-05-17 13:48
Yes, I’m very relieved. Now, I want to follow the DHGate procedure for the repayment of the first tablet, but I can’t find it on the order tab. Is it because it’s too late? How can I do it?
Do you pay back yourself? Do I have to return the tablet before you make the refunding? Are you going to pay the shipping expenses back, together with the tablet price?
it_mart 2014-05-17 14:20
we ship total 3 pcs of tablets to you, and you only made payment for 2 pcs, right?
now, there are two tablets work well, and one tablet has quality problem, we will be apprecited if you can back it to us. please check how much the delivery charge should be ?
I hope you can back it to us with a cheaper and trackable air mail post, we would like to bear the delivery charge
walter 2014-05-19 11:22
Maggie, the tablet is gone again! But this time my son and I could not get it working again, and after an hour we gave up. It’s been hooked on the electricity all night, but this morning it still shows the yellow bar.
You said it’s unstable. Why sell an unstable system? That’s not good businesship. Especially if your a customer lives 8,000 kilometers away. No, you can’t expect from me that everytime I push the power button I have to run to my laptop and try to get the thing working. I’m not a technical guy. I just want the tablet to do what it’s meant for.
I’m sorry to say, but it’s going back to you. I don’t want a new one, I don’t trust it anymore. So, I demand a full repayment for the two tablets + forwarding charges + half of what I had to pay to DHL. I’ll send you the bill as soon as I’ve delivered the package to the postal office. I’ve spent too much money already and being retired I live on a small income.
No offence, but that’s not how you do business, selling broken and unstable products.
By the way, I bought 3 tablets (first one in March and 2 in April). I had to pay them before they’re shipped off. I don’t understand how you don’t know that.. Your financial administration doesn’t work well either, does it?
Have a nice day.
walter 2014-05-20 15:16
Maggie, I put the tablet in the box, next day I forgot I had a TF-card still inserted, took it out again and removed the card. Then, I pushed the power button just for fun, and it started up again! My wife has no trouble with her device and she suggested I should always plug the tablet into the electricity when I don’t use it, as she does. And moreover she never shuts the tablet off but let it simply go into sleeping mode. Maybe the tablet’s battery is too weak to keep on working for many hours at a row. In that case I’m willing to wait for the benefit of the doubt. I will give you my decision after the weekend (when I use the tablet more intensely than during the week).
About the broken device that will be returned. I’ll use the cheapest way, without insurance and unregistered and hope it will arrive at your address save and sound.
I noticed you sell micro SD cards by 10. That would approximately be about the amount I paid for the broken tablet. Would you be willing to swap the tablet for 10 cards? That way you don’t have to pay me back for the device. I can certainly sell those cards at a good price amongst my family and friends. There are two conditions however: first they have to match our tablets and preferably other models too, secondly that I don’t have to pay for the shipping.
But first of all I have to wait and see what happens with my tablet. If it’s still alright on Monday morning, I’ll keep it and return only the broken tablet.
it_mart 2014-05-20 17:18
Please back it to our address:
24H Building JingFa.2077 Road,LianHua District FuTian.ShenZhen Province GuangDong China
Contact:Yan Jing Song
we would like to ship you tf cards as soon as we receive the damage tablets for your delivery charge by cheap post
walter 2014-05-26 12:52
Maggie, good news: the tablet is still working fine. I know now what to do, so I won’t bother you anymore with complaints etc. It”s all up to me from now on.
I”ll dispatch the broken tablet one of these days to the above adress.
Thank you and again, my apologizes for having to bother you so long.
Have a nice day.
it_mart 2014-05-26 13:34
ok, it’s a really good news 🙂
walter 2014-05-31 17:49
Maggie, I’ve sent the tablet back by regular postal office. The amount is 48.63 euro as you can see on the attached ticket.
I’ll follow the situation on the postal tracking site, hoping it will arrive in your hands safe and sound. Well, not sound because it doesn’t work.
Thank you for a quick response.
it_mart 2014-05-31 20:10
We will reply you as soon as we get it.
walter 2014-06-30 13:50
Hi Maggie it has been a month now, have you got the device back?
If so, is it really broken?
If so, have you decided yet about my proposition to compensate me with TF cards? Please let me know soon.
it_mart 2014-06-30 13:58
we have not got your back items yet, do you have tracking number on this item?
walter 2014-07-02 00:08
it_mart 2014-07-02 13:19
OK, the following is the latest tracking information:
Destination Country – Unknown:Tracking Consuming:0 Millisecond
Origin Country – Belgium:Tracking Consuming:2153 Millisecond
2014-06-01 23:44, International transfer, BEBRUA
2014-05-31 09:39, Item accepted in network, ANTWERPEN GROENPLAATS
walter 2014-07-11 23:34
Destination country unknown? What the f*** does that mean? Don’t they know CHina exists? It’s a big country! Let’s hope it will arrive in good order, otherwise we’ll be facing another problem as if we don’t have enough of them already.
PS: the device which I was planning to send you back, but miraculously recovered has gone death again. But this time it’s not powering up any more. Someone who knows these things has told me that probably a chip has burned up due to overheating. I used the tablet to watch my beloved old movies. That would means the tablet is not suited for heavy graphic work. My wife has the same but she only uses it for facebook and mail and so on. That one operates without any problem.
WHAT NOW? Can I return it at your expense to fix it, or pay me back?
it_mart 2014-07-12 10:32
This is a cheap tablet pc, can’t bear too hard work….
About the tablet you backed, we have not received yet, we will inform you as soon as we get it
walter 2014-07-14 18:42
Dear Maggie, the device is working again. It had to do with a corrupt tf card. So there’s nothing wrong with your produce. It’ s good quality and I apologize for bothering you with my stupid burdens again.
I’m a bit worried about the one I’ve returned to you. Let’s hope it’s still underway or delayed by customs.
Have a nice day!
it_mart 2014-07-14 19:14
we will inform you as soon as we receive the tablet you backed, thanks!
walter 2014-07-25 14:54
Dear Maggie, I’ve informed at the post office. You should have gotten the parcel a couple of weeks ago. I include the slip. Can you please confirm?
it_mart 2014-07-25 17:16
OK, we have not get the item yet, we will contact with local post office and confirm this cargo
Will inform you as soon as we get it
it_mart 2014-07-25 17:19
The attached is the lasted tracking information, it’s still on the road now
walter 2014-08-04 22:31
Dear Maggie, I got news from the post office. The fact that the delivery has not been put on the tracking list is because Chinese customs have not yet done so. The post office has sent me the slip that shows the parcel has been delivered and signed for. So, if there is still a problem it’s not mine anymore. Please inform at your customs why they are slow with their administration. I include the slip that shows the parcel must be in your possession (though I cannot read Chinese, if possible, forward me a translation so that I can see what they tell).
Now, as the problem is in your hands now, I kindly ask you to send me the promised tf cards so that we can terminate this file.
it_mart 2014-08-04 22:48
We will check with our post office to check where this item it is now, we will reply you if any update news.
walter 2014-08-12 16:31
Hi, still no news?
walter 2014-08-18 17:43
Maggie? Mr. Song?? Anybody???
it_mart 2014-08-18 18:22
we have checked with our post office, still not get it yet, we will inform you as soon as we get it
walter 2014-08-25 12:00
Maggie, I can’t wait forever. If I don’t get news in 7 days, I’ll launch a formal complaint and ask my money back.
I cannot being held responsible because your services don’t work adequately.
Have a nice day.
it_mart 2014-08-25 18:03
i checked the tracking information, still not received the items you backed, please check with your local office, why so long time not arrive in our address?
The attached please see the latest tracking information
Hope your reply soon!
walter 2014-09-02 15:52
Maggie, you’re focused on that tracking list, but Belgian customs have told me that the problem is with Chinese customs who should complete the list on the reception of the goods. It’s been delivered somewhere in your country, I have sent you the expedition slip to prove it. If this had happened in Europe or the USA it would have been solved within 3 days, no questions asked, money reimbursed or a new device sent up without loitering on as you do.
I’ve done what I had to do, I cannot do more and I want you to terminate this case which has been going on for 4 months.
So, I want you to be reasonable and act like a true businessperson who wants his customers kept satisfied.
Therefore, I must ask you to pay me back my expenses, which are:
Purchase: USd 94,99
Shipping expenses: 48,63 euro or Usd 63,84
Total: Usd 158,83
This you had promised in our conversations.
If you are not willing to terminate this case to my satisfaction, I will make my complaints at DHGate and on the social networks and it will go round worldwide.
I’m preparing a file for that.
Let’s hope it will not come to that, because I have shown people the working tablets and they are interested in buying one. Furthermore I’m thinking of buying 10 sets of tf cards to sell them in Belgium, as they are expensive here.
So, use your business instinct and do what you have to do.
Thanks and have a good day.
i will go to our local post to check this cargo in tomorrow, will keep you informed if any update news.
walter 2014-09-04 15:52
Maggie, I’ve received news from the Belgian postal services. They sent me the delivery slip coming from your post office. As you can see, the device has been properly delivered and signed by your administration. What proof do you want more? If I don’t get a positive reply next Monday, I’ll start my world wile action to warn the customers of your malafide way of making business.
walter 2014-09-17 18:26
Maggie, I have been ill for the last week so I was not able to follow up the case. I see that you do not react on my previous message. What is the matter? The package has been delivered as you can see with the attached slip on my last message. You have had ample time to check with your post office so I demand a response from you within 24 hours. You don’t want to get a bad name world wide? I’ve prepared my file, which is 7 pages long and I will send it to every social network and other sites. It might be the end of your business in Europe and the USA, as we consider customer service the most important element in business and this is by no means what we understand by good service.
Please, be reasonable and do what you have to do: make your customers happy so that they don’t quit you.
walter 2014-09-23 16:56
Maggie, last chance! I attach my complaints which I will send out if you don’t reply within 24 hours.
24 September 2014, 6 months after I bought the first tablet and to had to send it back, nothing good came out of my complaints. As IT_Mart still does not react, I consider the case closed and put my sad history on the web, in the hope that something will come out, at least that customers will know what might happen if they trade with IT_Mart.
First I sent a formal complaint to DHGate who answered:
From: Customer Service 2014-09-29 18:21:39
Thanks for contacting DHgate Customer Service. We’re glad to assist you with your concern.
I checked your order 1456199762, I totally understand your feelings about this order. Under DHgate policy, the case won’t be accepted, as the order has been closed for a long time since 2014-05-11.
Here I introduce you our after-sale policy to help you avoid such issue for your future transactions. The After-sale Service allows you to open a dispute within 30 days after you confirm successful receipt of the product, and payment is released to the seller. Such examples include a cell phone battery not working, a defective touch screen on a tablet, LED lamps not lighting, etc. when you using these items within the warranty period.
You could refer to this link for more details:
Next time, when you come accross with the problem, please report this to DHgate first, we will give you some suggestions and help you solve it timely.
Though the case won’t be handled, I will try my best to help you contact the seller and ask the seller to help you solve this issue. The products and the seller will be investigated.
For any immediate assistances you may need,feel free to contact our Customer Service Center（ 7*24） through this upgraded Live Chat which is easy, quick and real- time .
We appreciate your trust in DHGate.com, and we will do our best to give you the utmost service you deserve. If you have any other questions, please do not hesitate to contact us.
Customer Service Center
The order has been closed? Who ordered that? It was still pending!
The next day I got another message, that they are closed till 7th October, due to the Chinese holidays.
Due to temporary understaffing, you may encounter the following situations:
Delayed payment confirmation/ refund
Delayed handling of the disputes mediated by DHgate Resolution Center
Delayed delivery of your order
I decided to postpone further actions until the end of their holidays.
7 October I again sent a copy to DHGate and warned them I would put my story on the web if I do not get a reply within 8 days.
Unexpectedly I got a message from IT_Mart:
it_mart 2014-10-14 17:19
You order 2 pcs of tablet pc, we ship 3 pcs to you, one is for replacement of the bad quality one.
you told me you will send the quality problem tablet to us, we didn’t get it yet.
So, what you let me do for you?
I responded by:
walter 2014-10-16 13:34
I’ve made a formal complaint to DHGate. At the end of this week I will put my story to the internet on 4 different websites that deal with corruption and bad business politics.
Here is the copy of my complaint to DHGate:
To: Customer Service
Type: Order Agreement & Dispute Issues
Order Number: 1458375897
Submit Time: 2014-10-13 17:42:26
My friends, I remind you of my message of 7th October. I hope you had a nice holiday week. I would like to know what you are going to do about this situation. If I don’t get a reply before the end of the week I will send my complaint to the following websites:
I hope I won’t have to be this drastically, but it will all depend of you or IT_Mart.
PS: in case you’ve lost the original message, I again attach this.
Since then, I didn’t get new reactions. Contrary to their business politics, DHGate has not mediated at all, so I give up and put my story on the web.
In the meantime the tablet that gave me headaches before has gone to smithereens. So, they not only don’t reimburse me for my misery but I now have 1 tablet pc that has has cost me 400 usd! And it’s not even great quality!
Don’t ever do business with IT_Mart!
And keep away from DHGate too, as they don’t keep their promises.
Hopefully there’s some kind of justice in the world.