ComplaintsforMarkAlpha
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Complaint Details
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Initial Complaint
05/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
To start off everything is labeled in Chinese or Japanese. No instructions.I looked on the website to try to put together and a video on YouTube similar but not exactly the same machine to assemble.Then realized #20 on label on the website shows a power button by plug I button. Well that is when I realize there is no power button. I sent an email to company. I received a phone call on Monday December 6th. I was told the pictures were not enough. I was told to give a video. We sent a video to the email [email protected] received a email back ( on Tuesday) saying we don't know how to assemble and was given two links for a video to assemble. But, both links sent me to language transfer apps not an assembly video.We called on Wednesday December 8th, we were told there is no manager to talk to and he had to talk to the technician but did not really give any help. I felt like the person was taking me in circles. I want to return the product and not pay on it. The product is useless.Business response
07/17/2022
Business Response /* (1000, 14, 2022/06/16) */ Re: BBB Complaint Case# 36189749 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX) External Inbox MarkAlpha Support 2:18 PM (4 minutes ago) to me Hi ****, Thanks for helping us to resolve this issue. Here are our proofs: - The customer purchased on 11/26/2021, as illustrated on the proof - The package was shipped and delivered by DHL with tracking number XXXXXXXXXX, as illustrated in the attached image - We tested the product before shipping, and it was functioning correctly. - Short Testing video is attached, a longer version is available on request. - The machine is as described on our website. Attached a proof - We sent many help materials to the customer to help them use the machine properly - We are still willing to help the customer if he needs help, and we just sent one more email with more detailed information. - If the customer wants to return the product, we can accept it and provide a refund as long as it is in the same condition that was sent and the customer needs to pay for shipping as there are no issues with the product. Thanks again for the help and please let me know if you have any questions, we did won the chargeback as the machine is working just fine and we even sent all the materials we have (tutorials) to this customer.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.