Core Electronics Opiniões 402

Resposta da Core Electronics

Actualizada a 27/08/2023

Hi Thomas,

Response to edit 1: Updated with screenshots where claims were made.

Response to edit 2: Again Thomas, we can’t provide a refund without getting the product back. It’s not rocket science; your expectations exceed Australian Consumer Law and common decency. Not that you seem to care. I also remind you that we covered all shipping costs for the return and would refund once the fault was confirmed. We would have ensured you were sorted either way; as notified.

Response to edit 3: I’m unaware of a business on Earth that would refund a product without a return. Your demand presents as unethical and irresponsible. It’s a shame that you’ve actively chosen what appears to be a path of deformation and bullying to try and exert damage against our team of hard working and helpful makers because we wouldn’t yield to your threats. If you gave one iota into who we are and how our business operates, you would have learned that we deeply respect solution-first outcomes and we take a very active approach with support.

I am sorry to hear you feel this way. You reached with a technical issue [1] for a product and we replied within 29 minutes [2]. Trent, who replied to your request, is a qualified Electronics Engineer that works here with us in Newcastle [3]. I've reviewed his advice and can confirm it was well considered and very helpful for what presents as a user configuration issue.

You've replied with a request for refund (nothing else) [4].

We replied notifying you we can't refund without an approved RMA and tried to work with you to resolve the technical issue [5].

You've then replied with what allegedly appears to be a form of financial and social blackmail that if we don't refund you will perform a chargeback. You didn't show any interest for resolving the issue or returning the product [6].

I was notified of the surfacing issue and took time off from my family holiday in Mundi Mundi NSW to offer support after hours (same day) [7] and provided a free shipping label to return the product [8]. While there are pathways things can go, I assured you that you could opt for a refund for a product fault and did my best to explain that we need the product back to be able to follow due diligence and meet our upstream warranty requirements.

Days later, your review was posted on this platform [9].

I can put my hand on my heart and say we went about this situation the right way. We simply needed the product back; we can't ship and refund without a returned product (naturally).

It's a shame to see that despite us having Australian stock of a product, shipping it within one business day, delivery 1.5 days later, offering qualified Australian Electronics Engineers for support, after hours mid-holiday escalation support, that you've since taken this pathway.

We work hard to make DIY Electronics more accessible to everyone in Australia and it's frustrating that something went wrong to begin with. I’m not sure what we could have done better, all I can do from here is agree that Trent has offered some great advice and you have instructions to return the product (shipping paid by us) so we can issue a refund if it is defective.

All the best with your future projects.

Regards,
Graham Mitchell
Founder of Core Electronics

[1] - https://core-electronics.com.au/attachments/uploads/327272-1.png
[2] - https://core-electronics.com.au/attachments/uploads/327272-2.png
[3] - https://core-electronics.com.au/our-team
[4] - https://core-electronics.com.au/attachments/uploads/327272-3.png
[5] - https://core-electronics.com.au/attachments/uploads/327272-5.png?a
[6] - https://core-electronics.com.au/attachments/uploads/327272-4.png
[7] - https://core-electronics.com.au/attachments/uploads/327272-8.png
[8] - https://core-electronics.com.au/attachments/uploads/327272-6.png?a
[9] - https://core-electronics.com.au/attachments/uploads/327272-7.png