Hello everybody and welcome to another video
a different video from all the other you can see here
because today we are not going to do any unboxing of fashion or technology product
In this video I am going to talk to you about my opinion regarding the customer service
of Banggood, the website where I bought the Blitzwolf BW-VC2 robot vacuum
how they reacted to my comments, what they told me and how this ended regarding the problem
that I had with the vacuum and it stoped working suddenly
Let's move on with my opinion of the service
Are you still talking about this?
I am not tired of talking about this
Let me start from the beginning
I received the robot vacuum on the 10th of June.
Immediately I did the unboxing and started using the vacuum
I was using it until the 26th of June
for four days I stoped using it and unplugged it from the power socket as well
And I started using it again on the 30th of June.
On that day I plugged it again on the power socket so that I can use it after charging
and I hear a message that the battery level is very low, around 1%
and that the cliff sensors were not working as well
like I have said on my review video regarding the robot vacuum from Blitzwolf
This is how the journey starts
Immediately I contacted Banggood to let them know of my problem with the vacuum
so that they inform  me on the steps I should follow onwards
I have to say here that there was a small delay in our communication due to the fact that
there is a time difference which is totally understandable and acceptable
Still we exchanged a big number of emails back and forth
First they asked me for some photos of the stickers on the outer side of the box
so that they can see a specific information called "SKU"
I took photos of the stickers and send them to them via email
and to be honest, I took photos of all the stickers that were on the box just to be sure
and waited for their response.
In the first email they had told me that they asked for the photos so that they can be sure
of the problem that I was informing them about and to contact the manufacturer
After sending the email, they replied back and asked me to reset to vacuum
for this to happen on this model you only have one option
You open the lid that covers the upper side and press the only button you see
I have to say here though that Banggood told me to press the home button and something else
which is totally wrong
because being customer support, means you have to know the instructions you give
that are specific to the model the client tells you about. Not ask the client to reset the specific model with the
instructions of the previous (I was interested for VC2 model and the instructions were for VC1)
I looked online to see how to reset the VC2 model
I did the reset but nothing changed so I contacted them and told them about it.
I was filming it at the same time so that they cannot tell me anything about the reset done wrong
In my reply, I asked them for a product replacement which was the first time I asked it
These moves happened during a period of three days.
This means that we are already on the 3rd of July
Until the 3rd of July, I contacted them for the first time
they asked me for the photos and I replied back
and they asked me to reset to vacuum which had no effect as I informed them
We are already on the third day, hold that
On the 3rd of July I am receiving a reply from them informing me
they can give me thirty euros and take it on me to fix the vacuum
€30
and find a shop to fix it
It was a big no from the beginning from me
I bought the vacuum for €230 and they wanted to give me back €30
and find a way to fix it in Greece where no service for Blitzwolf exists meaning, I was going to throw it
I replied and told them that this is unacceptable since I own the vacuum for less than a month
it was broken from day t en
and if they wanted to have a great customer service they should have replace it right away
they replied back and told me that they were going to find the best solution and get back to me in 48 hours
So we reached the 5th of July and, they replied!
With a better offer this time!!!
They offered to give me €50 this time,
their sincere apologies and
of course, to fix it on my own
A big no from me was the answer to this again
If I had a thumbs down I would choose that
I told them when I replied that, I had already begun communicating with Blitzwolf
and I did that to see what both were saying to me
I told them that the only acceptable solution was to send me a new product or give me the money back
and I received a reply from them telling me they can give me my money
as long as I send them the vacuum back.
Which I had no problem of doing
but, I hadn't kept the box in which the vacuum was
and was afraid it would not reach them in one piece if I sent it to them without this box.
The vacuum arrived in two boxes, the outer which was brownish and the inner white-green
I had thrown the white-green
and since I hadn't that in my possession I was afraid it would break if I used only the brownish
Having asked them two times for a replacement they never said anything
We have reached the 10th of July
From the 3rd of July
Or if you want from the 30th of June
We are already ten days exchanging emails
On their latest reply they asked me to find a technician who can fix it here in Greece
they never told me though if I could do that, if they were going to pay for that
I called some shops in Greece who sell Blitzwolf and asked and they told me that
when they have a problematic product they send it back to their supplier
and informs them if it will be replaced or fixed
Having been talking all these days with them,
I get asked if I would be happy
with a new battery for the vacuum and replace it myself
Of course I would be happy with a new battery but
they needed to send me the tools to be able to change it
And I asked them the following
Let's say we are ok with the new battery and it works,
what are we going to do with the cliff sensors since they are not working as well?
Because the only way to "fix them" is to clean the glass that is on top of them. Nothing else.
I read that online and was told from Blitzwolf as well
I cleaned the sensors so many times that they would start screaming to stop it
We agree for a battery replacement and  they told that I had to wait because it would need some time
I don't mind waiting is what I told them
We are on the 3rd of August after not having exchanged any email in between (middle of July)
They contacted me and told me that they are sorry and that their mail carrier cannot send the battery
Batteries is not an easy product to send as there are many restriction for them
I expected from a company like Banggood to know that
If they didn't know that I would expect them to ask first and then inform me about it
Still I was OK with that because I was expecting it
Something miraculous happens here, after this
They told me to send them the vacuum back and they would give me my money back
even if the vacuum did not arrive intact
I have to say that they asked me if I want a replacement or my money back
I agreed in getting back my money
not because I do not want the vacuum (I would buy it again)
but because I would buy it from somewhere else where, they would understand the problem right away
and not trouble me that much with a simple replacement or reimbursement
So I told them that of course I am interested in the vacuum but, I prefer the money because I'm afraid that
if anything comes up again instead of helping me with a solution right away they would tell me everything else
And exchange another two or three dozens emails
without a reason
Here is a "funny" part where they asked me  to contact my local post office and
and find out the cheapest way of sending the package to China with a tracking number.
Let them know and if they agreed
They would let me know to send the package.
So, the company that sent me a problematic product without knowing,
that told me to send it back to them, did it under certain circumstances
and only if they agreed that it is ok for them to pay the postage fees
I asked my local post office, I informed them it's €75 and they age me permission to send it
But before I do that I asked them who is going to pay for this, to be sure.
They told me that they would pay for the postage fees
I inserted the vacuum in the original outer package very carefully to be as safe as it could be for transfer
The total cost was €68 and I informed them about it with the tracking number and the relevant webpages
I also sent them a photo of the receipt from my local post office depicting the price and the tracking number
They replied back to me and they did something unbelievable!!
Besides the first email where they where telling me how sorry they are I received another one email
with an address in it, name and a phone number which I should have put outside the box!
Let me say here that by the time I sent the package it already was 19 of August but,
on the 10th of August in one of the many emails, they told me to send it to a specific address
Which I did
So here we have a new "problem". The address I was told to send the package on the 10th of August
was different from the one that was in the second email I received from them on the 19th of August
Having seen that, I replied back informing them, that, I sent the package on the address of the 10th not the 19th
On the paper I have also included the reason for returning it and the order number, as I was instructed
on the 10th of August as well, not as the tag on the 19th of August, after I had sent it, had on it
And I wrote to them that, on a positive not, the phone number is the same
They never said anything about that.
In their defense I have to say that they were very polite throughout this whole time
And they did something that was super, in my opinion.
Having told them that I sent the package, this is the tracking, this is the receipt, here is a photo of it
The same day (I was lucky with the time I sent the email) they reimbursed me
the shipping charges through PayPal
Besides the shipping charges, they have to reimburse me for the money I paid to buy the product
and this is to happen after they receive the package I sent
This was my story behind my robot vacuum and the Banggood website
I feel the need to say again that, when it comes to the vacuum, I would by it again
but I am not sure if I would do that from Banggood
We also have the Blitzwolf side
which was totally unacceptable
After I contacted them, I was asked for the vacuum's serial number to check for the problem
and see if it has to do with the battery. They did not reply.
I poked them and asked them to reply
They replied and told me that this is a problem and I should contact the seller and ask for a warranty
I asked them something else which I cannot remember right now
they never replied.
This is totally unacceptable and shows to me that they do not care for the customer
In all the emails we exchanged, I informed them that, there is a warranty that Banggood refuses to accept
even though they told me specifically to ask Banggood for the warranty. I emphasized
there is a 18 month warranty and that I should be covered by that.
From our first email, they told me, they cannot do anything about it because I didn't buy it from them
I replied back and stressed out that, this is not something that can happen and will never happen since
they do not have their own shop and, they only sell their products through other websites and sellers
So I cannot be covered by the warranty they say they have on their website
and at the same time, I cannot be covered by any warranty, if the seller does not want to help me
Consequently the warranty is canceled by the manufacturer at first
This was the reason they stopped replying!
What is good here is that Bangood agreed to reimburse me
I hope everything ends well here
That's all for now
I salute you
Take care
And until next time stay safe
Bye!
