Author Topic: Erratic answers from Buffalo RMA people  (Read 1994 times)

Leandrospa

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Erratic answers from Buffalo RMA people
« on: June 22, 2012, 02:17:15 pm »

Hi, just to let you know...

Mi linkstation broke down, and I was authorized to RMA: usual process is to deliver the broken item to the shop you bought it with the authorization sent by Buffalo and the shop will then change it.

Problem was I bought mine from an Auchan shopping Center that doesn not mean to sell Linkstation any more (I can't guess why...).

The other opportunity was to send it to RMA center in Holland at my charge, I wrote RMA support to allow me to pay for an upgrade: I would ship at my expenses, send them the recipe of the shipping and deduct the delivery cost from the amount to pay for the upgrade

Below their first answer

 

From: J Kolb [mailto:xxxxx@buffalo-technology.com]
13th of April 2012 
A: Leandro xxxxxx
Subject: RE: Case Id 159965

 

Dear Leandro,

 

We can arrange for an upgrade and will deduct the shipping costs from the price.

Please advise the technical support to proceed with your request.

 

For the shipment please use standard service and send me the proof via email, so we can deduct it from the upgrade price.

For the payment someone will call you and charge it on a credit card.

 

Kind Regards / Mit freundlichen Grüßen / ??

 

Jxxxxx Kolb

RMA Administration

 

After I shipped I asked for updates for two months, but get no answer, then I received a refurbished Linkstation (same model as mine) to my father address that I did not even provide as a delivery one. I asked them to let me understand what happened. Below their reply, by the same person...

 

From: Jxxxx Kolb [mailto:xxxx@buffalo-technology.com]
Sent: 15th of June 2012
A: Leandro xxxxx
Oggetto: RE: Buffalo EMEA [Case ID #: 159965]

 

Dear Leandro,

 

The address we shipped to was the address provided by the technical support, which got the address from yourself.

We always reserve the right to replace with refurbished products and that’s what happened in your case as well.

I didn’t had any information that an upgrade was requested and this is also not part of our general operational procedure.

 

Kind Regards / Mit freundlichen Grüßen / ??

 

Jxxx Kolb

RMA Administration


Please note all the email between me and Ms Kolb were printed and put IN the box with the broken linkstation.

What can I do about it? May You suggest anything? I mean beside refusing to buy any other Buffalo product again, and warning all the people about their quality of service by any possible mean?

Rgds

Leandro


davo

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Re: Erratic answers from Buffalo RMA people
« Reply #1 on: June 24, 2012, 06:27:46 pm »
You do know that's these are US forums right? So there is probably little.or nothing at all the mods/admis can do for you here.
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Leandrospa

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Re: Erratic answers from Buffalo RMA people
« Reply #2 on: June 25, 2012, 01:41:49 pm »

I beg you pardon, but this is the only forum... And I also suppose it is the best way to make people from EU know about the bad support quality in Europe...

Anyway I do know and aknowledge quality of service in USA is better than ours: for instance you can check RMA status online, and you also have a forum to get support :)

thanx and regards

Leandro