Order ID: 10258291
Online order for Logitech R800 Wireless Presenter and Laser pointer.
I got the R800 shipped on time, opened the pack, powered on the unit with enthusiasm. Only to find that some LCD digits of the Hours display of the timer never came on. This is easy to spot since the unit when powered on displays all the LCD segments as a self test first!(I am electronic professional myself), so not difficult to spot that it’s a manufacture defect. SEE ATTACHED PICTURES OF THE DEFECT.
I know Logitech is a reliable brand, the thought running in my mind is that INFIBEAM SOURCES ELECTRONICS FROM FACTORY REJECTS AT DIRT PRICES IN CHINA AND SELLS AT FULL LIST PRICE IN INDIA LOOKING FOR GULLIBLES!
Anyway, I still hoped for some good sense to prevail with them and replace my unit. I complained to the call center, it was all courteous and I was asked to wait for 48 hours and that they will get back about possible replacement. They never got back, I had to follow up and was told I must contact Logictech! THIS IS ABSURD, ITS A MANUFACTURING DEFECT AND THE SELLER SHOULD TAKE RESPONSIBILITY. I protested strongly and hoped that they will realize and initiate replacement as part of the 30 day replacement policy. During further follow up too, I was only given the number of the Logitech support center and as asked to visit. ALL THIS FURTHER REINFORCES WHAT I ASSUMED - PRODUCTS AT THIS ONLINE STORE ARE SOURCED FROM QUESTIONABLE VENDORS, POSSIBLY AT VERY LOW PRICES, SINCE THE PRODUCTS WERE PARTLY DEFECTIVE AND REJECTED BY THE FACTORY.
Think before buying from un-reputed online retailers. Sadly, I looked at Infibeam reviews only after I had a bad experience.
Update 8-Mar-2013:
Got the usual response from infibeam within hours of the initial post at mouthsut saying they will need time to revert and that they will get back soon. NOTHING TILL NOW.
Update 11-Mar-2013
Got a call from infibeam and was asked if I had contacted Logitech. I responded I’m not interested to pursue that since the product was defective when shipped and infibeam should take responsibility and replace it. The guy was asking which Logitech number I contacted, and my response was "don’t waste my time", for something infibeam should do. I further made it clear that infibeam either replaces or agrees it can’t. If they fail to replace, it further strengthens the assumption that they source from notorious vendors(and not Logitech authorized ones). I also informed, that if they fail to act they will be brought to the notice of Logitech for dealing with substandard products with reputed Logitech logo. And then came the usual response, "need time to revert".
Update 2 11-Mar-2013:
They called and informed that infibeam has arranged to collect the material from me in 2 days. I asked would they replace with a new one at the same time. Got the answer that I have to wait for 8-9 working days before they ship the replacement! I responded that it took a detailed report at mouthshut.com for them to respond in the first place and that I DON’T TRUST them anymore. I am afraid of the followup I have to make to get the replacement after the material is returned. Asked them to ship the replacement and exchange it with the defective one simultaneously. Then came the response "need time to get back".
Update 3 11-Mar-2013:
There was another call insisting that they cannot ship until the material is returned. I prevailed to say if that’s the case, pay back the money and collect the product. Also proposed that if they suspect that I am lying about the product(since they said they have to inspect the product), to send someone to my premises to inspect than having to take it to Delhi for 10 days. Only dishonest people tend to see every other person as dishonest, so no surprises in their approach!. I have attached the photos of the defect today to this review.
What a contrast when compared to online retailers like Amazon.com, who are keen to immediately reship for any reports of delay or defect, and THEY WON MY TRUST for further business. WHAT DOES INFIBEAM ACHIEVE OF ALL THIS?
Update 12-Mar-13
Got mail saying that they refuse to accept my assumption of they dealing in "second hand or used" products. My response:
I am not saying you sell second hand products, WHAT YOU ARE SEEMINGLY ENGAGED IN IS TO SOURCE PRODUCTS THAT ARE REJECTED DURING MANUFACTURE and sell them in India as new. You get these kind of products in grey markets like China in proper sealed packaging. The question of package being open does not arise in this kind of sophisticated cheating.
The point here is:
Only when I went public at Mouthshut.com you started addressing my concern.
You very well know I don’t trust you any more.
You have the option to prove that you really care to a customer who lost trust by delivering a replacement, and collecting the defective one back. Had I trusted you I would have returned the product first and waited. IT’S YOUR CHOICE TO ACT OR NOT.
The more time we waste like this, the firmer will be my view on your sourcing and selling of factory rejects PART OF YOUR STRATEGY I have found more public review of this kind when cameras, phones etc. delivered by you don’t work!
Show you are trustworthy, BY ACTING, not by hiding behind your policy document(which is anyway designed by you to save you in times like this!).