Shenzhen MagicKing Electronic Co. Ltd. – HK MagicTech Electronic Co. Ltd
B16, 6F., Luohu Dist., Shenzhen Internationa Commercial Trading Bldg,North Bao’an Rd, Shenzhen, B16, 6F, China
Initial contact with the supplier:
Type of product(s) being purchased:
Value of the Purchase Order when the incident occurred:
1,001 to 3,000 USD
Destination market of order in question:
Type of Complaint(s):
scams & other unethical activities
Stage of relationship with the supplier at the time of the incident:
Having run a successful IT business for several years, I have always wanted to venture into importing unbranded IT equipment such as the growing tablet market. I have purchased several samples over the past couple of years and decided to give it a go late last year, in hope to have stock in time to sell for Christmas 2014. I have a client who purchase direct from China and they have an employee based in China who does all their legal work in regards to their Chinese manufacturer. This person initially got in touch with some of the big tablet manufacturers in China, but unfortunately they all have a large minimum order quantity, so this left me with fewer options, as i only wanted to dip my toe in and try a handful of products to start with.
So i managed to find a supplier on Alibaba, the company in question is Magic King or Shenzhen Magicking Electronic Co., Ltd.
I dealt with a customer support staff member by the name of Vital Ren, via skype. I was after a specific style of tablet similar to the Microsoft Surface with a detachable keyboard. She informed that their company did not manufacturer that style, but they are authorised distributors for a well known Chinese brand called Acube. After much research on the product and a small amount of negotiation i ordered 10 of the tablets. Insisted on making payment through Paypal and had to pay a large Paypal fee. I ordered these tablets in October 2014, and was expecting them 4 / 5 days later, but there was apparently a problem with the shipment so it had to be returned to China. The tablets arrived mid November which in all honesty was too late for the Christmas market.
Initially i was fairly happy with the product, but we had to set up and test each tablet, as they are made for the Chinese market all the language and location settings had to be set for the UK, which is not a problem.
It was only when we started testing and inspecting the products we started to find issues. All the boxes had clearly been opened, and the boxes holding the peripherals such as power supply and USB cables were all ripped, scratched and there were different parts in each box. It was very clear that all the products had been used, some had finger prints, and i found an image of a chinese person in the recycle bin, clearly someone had tested the camera on each device.
My main issue was that with internal boxes on some of these clearly looked used and it would be difficult to sell them as new. 2 of the tablets had a bigger issue in that they would not activate the license for the Windows Operating System. We even spoke to Microsoft directly as we were concerned that it could be counterfeit software. fortunately they weren’t, but when i spoke to Vital Ren, they emailed some software to activate it. The software in question is actually software that bypasses the windows activation system, basically it is illegal and can not be used. After pointing this out to Vital she apologized profusely and said it was an error on their part!!!
Now we come to the main problem….. 5 of the detachable keyboards did not work, So ultimately if we are looking at each tablet being 2 parts, i have 10 tablets and 10 keyboards, 7 of the 20 items are faulty. A really high fault rate in my opinion.
I had to make a video detailing the faulty keyboards and non activating operating system issues, and then emailed to china so they could see diagnose the problems.
After much ‘noise making’ on their part and even more apologizing we agreed to send back the faulty products. They would refund me for 2 tablets and send me 3 replacement keyboards.
So i sent back the products, but they said could NOT send them with DHL or UPS.
i pointed out that this would be quite expensive for me as the buyer sending back such a large amount of faulty goods. They said they would refund this.
When they received a tracking number they then send me the 3 replacement keyboards ( which did work)
The time i sent back the faulty parts was 1 week before Christmas, and initially the parcel got lost in the system, and for a week or so it looked like it had been lost, but it didn’t get delivered until the 1 st week of January 2015.
Now this is where it gets fun…..
Firstly they told me that only 2 tablets and 3 keyboards were in the package.
I asked if the box was damaged or had been opened. They said No.
I explained that it would seem very unlikely that 2 keyboards could magically disappear from the box. She also said that they 3 keyboards they did receive were working and they thought i was being too “strict” I asked her if she did look at the video i sent, which she said she had. i asked her again if she looked at the video and if the keyboards were working on the video. She agreed that they were not working on the video. i politely told her to be quiet, as the keyboards clearly did not work, as my team spent 2 days trying to make them work.
So after lots and lots of dialogue Vital Ren and Magic King say that they will only refund me for 2 tablets without keyboards, as the package was missing 2 keyboards. As i tried to explain to her until i was blue in the fingertips. The products they sent me were faulty. they sent me 3 replacement tablets, they got back 3 keyboards although i did send 5. so they have had their 3 keyboards back + 2 tablets. i fruitlessly explained that as the supplier if they supply faulty products ultimately it should be at their expense to resolve the situation. Even though they can get a refund for 2 tablets with keyboards + an extra keyboard, but yet they will only refund me for 2 tablets, which is substantially less than a full tablet with keyboard. Plus they are not refunding my cost to send back their faulty products.
I am in the process of speaking to both PayPal and my Credit Card company and there might be a chance to recover some of my costs.
All i can say is that Magic King are a very very scrupulous company and customer support and satisfaction means absolutely nothing. They are very helpful when yo are initially inquiring about their products BUT if /when something goes wrong it is a very very different story.
Ali i can say is do not deal with Magic King, and if it is a one off purchase or a small quantity buy it using a credit card and or PayPal. Ask up front about the returns process and costs involved.