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32 posts

Geek
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Topic # 165699 17-Feb-2015 19:55
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People

Here's a cautionary tale with MobiCity. I'd used them for years and they were pretty good but read the unedited transcript below, and this is the last time I will be dealing with them.  As background, these two chargers - the S4 and the Zoom look absolutely identical. The only way to tell them apart is the product code in very small type and of course the battery is different. 

In the final email, Mobicity deny ever shipping chargers for the Galaxy Zoom which is really annoying as clearly they shipped the wrong item.  The moral of the story is that when you receive an item from them check every detail.  In my own case I did charge the battery to check that the charger worked when I got it - what I should have done was then immediately put the battery into my S4, and then I would have found I had been shipped the wrong item.  As a matter of interest I ordered this on 3 / 11, it was shipped one  month later on 4/12 and  I received later in December.  Which makes me wonder if somebody in the warehouse just chucked in a Galaxy Zoom charger to get rid of the order  -that's pure speculation on my part, mind you.  Anyway here is the transcript.  I've blanked names to preserve privacy

 

 

 

 

 

 

 

 

 

MMMM (MobiCity Helpdesk)

 

Feb 17, 10:32 AM

 

Hi There,

 

I'm sorry as per our sales team you can't return for refund but please will offer $20 OFF towards a new order if you wants to re-order however I've checked we didn't have Extra Battery Kit for Galaxy S4 Zoom. If you'd like we have power bank is a unique portable charging accessory designed to recharge compatible phones and devices via a universal USB charger port.

 

Cheers,

 

MMMM

 

Kind regards, The MobiCity Helpdesk Team

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

PPPPP FFFFF

 

Feb 17, 7:17 AM

 

Just to make it quite clear, I have never used this item at all. MMMM

 

Thank you for the prompt reply.

 

As I said, the camping trip I have just come back from is the first time that I used it and discovered that Mobicity had sent me the wrong item. Prior to that I had no reason to believe that Mobicity had sent me the wrong item. The two chargers look exactly the same visually, it’s only when I went to change the battery over that I realised it was the wrong item that had been sent to me.

 

You may wish to mention to the sales team that based on this experience I will certainly publish on Geekzone that it is essential to immediately inspect Mobicity items when they are received to confirm that the correct items have been supplied, if it is not exchanged.

 

PPPPP FFFFF

 

From: sales@mobicity.com [mailto:sales@mobicity.com] Sent: Tuesday, 17 February 2015 2:30 a.m. To: PPPPP.FFFFF Subject: [MobiCity Helpdesk] Re: Order # 200020063- incorrect item battery

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

PPPPP FFFFF

 

Feb 17, 6:59 AM

 

MMMM

 

Thank you for the prompt reply.

 

As I said, the camping trip I have just come back from is the first time that I used it and discovered that Mobicity had sent me the wrong item. Prior to that I had no reason to believe that Mobicity had sent me the wrong item. The two chargers look exactly the same visually, it’s only when I went to change the battery over that I realised it was the wrong item that had been sent to me.

 

You may wish to mention to the sales team that based on this experience I will certainly publish on Geekzone that it is essential to immediately inspect Mobicity items when they are received to confirm that the correct items have been supplied, if it is not exchanged.

 

PPPPP FFFFF

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

MMM (MobiCity Helpdesk)

 

Feb 16, 11:29 PM

 

Hi PPPPP FFFFF,

 

I understand you concern however you have had this battery since 1st December last year it's been over 2 months. Just now you reported to us this item doesn't fit in with your phone. I don't think we can allow any replacement on this battery but I'll try to speak with our sales team I'll get back with you tomorrow.

 

Cheers,

 

MMM

 

Kind regards, The MobiCity Helpdesk Team

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

PPPPP FFFFF

 

Feb 16, 2:39 PM

 

Hi

 

I refer to the following chat script with your agent Bea. The issue is that I have received the model Samsung EP-B740CEWE which is for the Samsung Zoom S4 not the Samsung S4 phone which I have. I have only just found out about this because I have only just used it when we went camping for our holiday and found that the battery does not fit. I would like the correct battery charger as per your page http://www.mobicity.co.nz/samsung-extra-battery-kit-for-galaxy-s4.html#.VOFqX03EBD8

 

As requested by the agent I attach a photo of the charger’s model number and also of the battery itself. The photos make it clear that I have the EP-B740CEWE which is wrong.

 

The correct code is from Samsung is EB-K600BEW. Can you please take the incorrect one back and supply me with the correct one.

 

PPPPP FFFFF

 

From: LiveChat [mailto:support@livechatinc.com] Sent: Monday, 16 February 2015 5:16 p.m. To: PPPPP.FFFFF@xtra.co.nz Subject: Chat transcript

 

Chat transcript

 

Name: PPPPP FFFFF

 

E-mail: PPPPP.FFFFF@xtra.co.nz

 

BBBB - Support Agent

 

Mon, 02/16/15 04:56:54 pm Pacific/Auckland

 

Hello PPPPP FFFFF! How can I help you?

 

PPPPP FFFFF

 

04:57:24 pm

 

Proforma Invoice #200020063 (placed on 4 November 2014 4:48:46 PM NZDT)

 

BBBB - Support Agent

 

04:57:37 pm

 

Checking. Have you received the item already?

 

PPPPP FFFFF

 

04:58:02 pm

 

MobiCityNZ Order # 200020063 The issue is that I have received the model Samsung EP-B740CEWE which is for the Samsung Zoom S4 not the Samsung S4 phone which I have. I have only just found out about this because I have only just used it and found that the battery does not fit yes I have received it

 

BBBB - Support Agent

 

05:00:05 pm

 

You may email care@mobicity.co.nz and please attach a photo of the item you received showing the model number. You can send it as an attachment.

 

PPPPP FFFFF

 

05:00:40 pm

 

OK will do. Do I alswo need to repeat what I have just told you?

 

BBBB - Support Agent

 

05:01:44 pm

 

Yes please.

 

PPPPP FFFFF

 

05:02:15 pm

 

OK, thanks. I'll leave this session open for a little while so that I can cut and paste into the email

 

BBBB - Support Agent

 

05:02:24 pm

 

You're welcome.

 

PPPPP FFFFF

 

05:02:59 pm

 

Should I have a reference number for this conversation so that the people know that I am acting as you have requested?

 

BBBB - Support Agent

 

05:03:30 pm

 

You can click on the envelope icon on this chat box and this conversation will automatically be sent to your email address.

 

PPPPP FFFFF

 

05:04:18 pm

 

OK I have done that thank you

 

BBBB - Support Agent

 

05:04:23 pm

 

You're welcome. Will there be anything else for now? We haven't received a reply from you for a while. We will now end this chat. You are most welcome to initiate another chat if you need further assistance.

 

Duration: 18m 43s

 

Chat has been opened from website: http://www.mobicity.co.nz/samsung-extra-battery-kit-for-galaxy-s4.html#.VOFqX03EBD8

 

E-mail from LiveChat (http://www.livechatinc.com/?utm_source=livechat&utm_medium=email&utm_campaign=chat_transcript)

 

Attachment(s) 20150216_171229_1.jpg 20150216_171501.jpg

 

 

 

 

 

 

 

 


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356 posts

Ultimate Geek
+1 received by user: 96


  Reply # 1241086 17-Feb-2015 20:04
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A little formatting to make that easier to read would go a long way

1432 posts

Uber Geek
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  Reply # 1241141 17-Feb-2015 21:27
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Can you briefly sum up what's happened?
Two similar Samsung chargers got mixed up and this caused....something to happen???... And you ended up with a warranty claim?

 
 
 
 


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Ultimate Geek
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  Reply # 1241191 17-Feb-2015 23:31
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JoshWright: A little formatting to make that easier to read would go a long way


Well he did say unedited..




Speedtest

279 posts

Ultimate Geek
+1 received by user: 39


  Reply # 1241209 18-Feb-2015 00:27
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MMMM (MobiCity Helpdesk) Feb 17, 10:32 AM

Hi There, I'm sorry as per our sales team you can't return for refund but please will offer $20 OFF towards a new order if you wants to re-order however I've checked we didn't have Extra Battery Kit for Galaxy S4 Zoom. If you'd like we have power bank is a unique portable charging accessory designed to recharge compatible phones and devices via a universal USB charger port.

Cheers, MMMM
Kind regards, The MobiCity Helpdesk Team

--------------

PPPPP FFFFF Feb 17, 7:17 AM

Just to make it quite clear, I have never used this item at all. MMMM Thank you for the prompt reply. As I said, the camping trip I have just come back from is the first time that I used it and discovered that Mobicity had sent me the wrong item. Prior to that I had no reason to believe that Mobicity had sent me the wrong item. The two chargers look exactly the same visually, it’s only when I went to change the battery over that I realised it was the wrong item that had been sent to me. You may wish to mention to the sales team that based on this experience I will certainly publish on Geekzone that it is essential to immediately inspect Mobicity items when they are received to confirm that the correct items have been supplied, if it is not exchanged.

--------------

PPPPP FFFFF Tuesday, 17 February 2015 2:30 a.m.
Subject: [MobiCity Helpdesk] Re: Order # 200020063- incorrect item battery  

MMMM Thank you for the prompt reply. As I said, the camping trip I have just come back from is the first time that I used it and discovered that Mobicity had sent me the wrong item. Prior to that I had no reason to believe that Mobicity had sent me the wrong item. The two chargers look exactly the same visually, it’s only when I went to change the battery over that I realised it was the wrong item that had been sent to me. You may wish to mention to the sales team that based on this experience I will certainly publish on Geekzone that it is essential to immediately inspect Mobicity items when they are received to confirm that the correct items have been supplied, if it is not exchanged.

--------------

MMM (MobiCity Helpdesk) Feb 16, 11:29 PM

Hi PPPPP FFFFF, I understand you concern however you have had this battery since 1st December last year it's been over 2 months. Just now you reported to us this item doesn't fit in with your phone. I don't think we can allow any replacement on this battery but I'll try to speak with our sales team I'll get back with you tomorrow.

Cheers, MMM
Kind regards, The MobiCity Helpdesk Team

--------------  

PPPPP FFFFF Feb 16, 2:39 PM

Hi I refer to the following chat script with your agent Bea. The issue is that I have received the model Samsung EP-B740CEWE which is for the Samsung Zoom S4 not the Samsung S4 phone which I have. I have only just found out about this because I have only just used it when we went camping for our holiday and found that the battery does not fit. I would like the correct battery charger as per your page http://www.mobicity.co.nz/samsung-extra-battery-kit-for-galaxy-s4.html#.VOFqX03EBD8 As requested by the agent I attach a photo of the charger’s model number and also of the battery itself. The photos make it clear that I have the EP-B740CEWE which is wrong. The correct code is from Samsung is EB-K600BEW. Can you please take the incorrect one back and supply me with the correct one.

--------------

PPPPP FFFFF Monday, 16 February 2015 5:16 p.m.
Subject: Chat transcript

BBBB - Hello PPPPP FFFFF! How can I help you?
PPPPP FFFFF - Proforma Invoice #200020063 (placed on 4 November 2014 4:48:46 PM NZDT)
BBBB - Checking. Have you received the item already?
PPPPP FFFFF - MobiCityNZ Order # 200020063 The issue is that I have received the model Samsung EP-B740CEWE which is for the Samsung Zoom S4 not the Samsung S4 phone which I have. I have only just found out about this because I have only just used it and found that the battery does not fit yes I have received it B
BBB - You may email care@mobicity.co.nz and please attach a photo of the item you received showing the model number. You can send it as an attachment.
PPPPP FFFFF - OK will do. Do I alswo need to repeat what I have just told you?
BBBB - Yes please.
PPPPP FFFFF - OK, thanks. I'll leave this session open for a little while so that I can cut and paste into the email
BBBB - You're welcome.
PPPPP FFFFF - Should I have a reference number for this conversation so that the people know that I am acting as you have requested?
BBBB - You can click on the envelope icon on this chat box and this conversation will automatically be sent to your email address.
PPPPP FFFFF - OK I have done that thank you
BBBB - You're welcome. Will there be anything else for now? We haven't received a reply from you for a while. We will now end this chat. You are most welcome to initiate another chat if you need further assistance. 

Attachment(s) 20150216_171229_1.jpg 20150216_171501.jpg

279 posts

Ultimate Geek
+1 received by user: 39


  Reply # 1241210 18-Feb-2015 00:29
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So to clarify, you bought this item: http://www.mobicity.co.nz/samsung-extra-battery-kit-for-galaxy-s4.html and received an incorrect item?



32 posts

Geek
+1 received by user: 1


  Reply # 1241239 18-Feb-2015 07:53
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Yes, that's correct, Mobicity sent the wrong item


I'm sorry about the editing - this is the second time this has happened to me - I just cut and pasted the record from the email into the editor; it mlooked all right there, but when I posted it the text turned was all compacted up.  I'm really impressed at how Xeon has managed to restore the original formatting


Both chargers look like this:  http://www.samsung.com/uk/consumer/mobile-devices/smartphones/smartphone-accessories/EB-K600BEWEGWW

(This is the correct charger)


The difference is the nature of the battery and the model number

279 posts

Ultimate Geek
+1 received by user: 39


  Reply # 1241583 18-Feb-2015 13:05
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Honestly if they don't want to help you, I don't think there is much you can do.

If it was within 30/60 days I would say to make a chargeback and after that I would say to make a Consumer Guarantees Act claim.
However it's after 60 days so you can't make a chargeback and I doubt your going to get very far with the Consumer Guarantees Act as they aren't NZ based.

165 posts

Master Geek
+1 received by user: 65


  Reply # 1241614 18-Feb-2015 13:35
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Xeon: Honestly if they don't want to help you, I don't think there is much you can do.

If it was within 30/60 days I would say to make a chargeback and after that I would say to make a Consumer Guarantees Act claim.
However it's after 60 days so you can't make a chargeback and I doubt your going to get very far with the Consumer Guarantees Act as they aren't NZ based.


They do honour the CGA of you push them quite a bit. (I've had experience).



32 posts

Geek
+1 received by user: 1


  Reply # 1241974 18-Feb-2015 20:54
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For the amount of money at stake ($60) it isn't worth the time and energy to pursue.  I just thought it was a nice case study of a vendor ignoring its obligations, losing a customer and generally behaving poorly.  I've bought over $1500 of gear from Mobicity to date - no more, I'm afraid.

Thanks for the comments

193 posts

Master Geek
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  Reply # 1260739 17-Mar-2015 08:14
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I wouldn't offer a refund or replacement. It's been 3 months that's far too long.

You should've tried it the first day you received the item.

14266 posts

Uber Geek
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  Reply # 1260743 17-Mar-2015 08:22
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They made the mistake sending you the wrong item. Consumer guarantees applies. Send them a polite but firm email/letter stating this, along with direct quotes and links showing how CGA applies. If they don't do the right thing I'd report them to the commerce commission, if applicable.




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329 posts

Ultimate Geek
+1 received by user: 18


  Reply # 1260773 17-Mar-2015 09:23
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I would never deal with them again after my last experience. No idea of customer service....

218 posts

Master Geek
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  Reply # 1260785 17-Mar-2015 09:33
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I ordered 2 batteries from them for the phone. They arrived and one was damaged and didn't work, so I took a pic of it and sent them an email, they send me a replacement battery and I was happy. Then they sent me two more batteries!

So I paid for 2 and ended up with 4.

I have always been happy with their service.

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