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Disappointing Service and Forced Purchase (alien.top)

submitted 1 year ago by LamasBreeder@alien.top to c/remarkable@hardware.watch

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I feel compelled to share my recent experience with Remarkables official website and their main customer support team, which was both frustrating and disheartening.

Initially, I was simply trying to verify if my promo codes were valid on their site. However, due to a technical limitation, I was unable to enter an Irish postal code, leading me to use PayPal. This resulted in an accidental purchase, as there was no option to review the order on their website after confirming it through PayPal.

Seeking a resolution, I contacted their main support team straing away. Their response was disappointing, to say the least. Despite controlling the PayPal account, they refused to cancel the order and issue a refund. They informed me that my only options were to reject the order on the delivery which is highly inconvenient due to my work schedule, or to return the item myself, adding to my frustrations.

This entire ordeal has been particularly stressful as I am dealing with personal health matters, including upcoming surgery. What was meant to be a straightforward task of checking promo codes and possibly preparing a gift has turned into an unnecessary and time-consuming hassle, involving either rejecting a delivery or arranging a return on my own.

This experience with remarkable particularly on their official website and through their main support channel, highlights a significant disregard for customer convenience and transparency in sales. I urge potential customers to be cautious when considering purchases from this company!!!

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[–] andrewlonghofer@alien.top 1 points 1 year ago

For what it's worth, I think this is down to two different ways that storefront developers can integrate PayPal--either as a payment method in the storefront's checkout flow (what you'd normally expect: connecting to your PayPal account, then returning to your cart to review your order, and confirming) and as a quick checkout option (where you do the entire checkout flow in a PayPal window, then PayPal returns the completed transaction back to the storefront).

It's not super clear which is which on most online storefronts, and I think that's actually on PayPal, not on any particular vendor.

[–] Tetrachan007@alien.top 1 points 1 year ago

Next time just focus on surgery and do the gifting later.

[–] oxX-_-Xxo@alien.top 1 points 1 year ago

Good luck with your surgery. Don’t worry about it they have very generous return policy. You can use it up to 100 days and then return it straightaway without any cost.

[–] sbw_62@alien.top 1 points 1 year ago

This wasn’t really a “forced purchase”. You made the mistake. Just return it. No need to bash the company.

[–] yetanothereddie@alien.top 1 points 1 year ago

I wish you all the best with your surgery.

To the point though, you made a mistake, you placed and confirmed an order by mistake. The customer support did answer. You are at the point you cannot cancel the order anymore, which is not uncommon, companies have processes and you cannot always revert one in the middle of the workflow. If happened to me multiple times with Amazon.

You have the option to reject the package, not sure how it works in your country but here you can normally do that directly from the web site of the delivery service. If not, you will receive the package and you have 100 days to return it. Neither of those option would cost you money, while they *do* waste money and time for reMarkable, all because of a mistake *you* made.

Given the situation, posting here to complain about the company sounds really entitled, IMO they would be the one with a right to complain.

[–] parkmead27@alien.top 1 points 1 year ago (1 children)

This is definitely a ‘you’ problem- the mental gymnastics to displace the blame on the company is remarkable.

[–] Maleficent-Drive4056@alien.top 1 points 1 year ago (2 children)

It was a simple mistake by OP that should be easily remedied by Remarkable. Now this tablet is being pointlessly shipped around the world.

[–] parkmead27@alien.top 1 points 1 year ago

A simple mistake, with a simple solution. Yet OP feels entitled to slam the company/solution - without any accountability of the causation.

[–] FroydReddit@alien.top 1 points 1 year ago

Pick order, ship order, receive return, potentially refurbish packaging if OP decides to open the box, restock the item seems to be a lot more inefficient than stopping the order before it ships. However, I don't know how PayPal interfaces with vendors, so the inefficiency might not be due RM's lack of operational agility.