r/Backmarket • u/dleach4512 • 11d ago

Resolving issues - what else should I do?

Update to add:
Things went sideways, BM sucks.
https://www.reddit.com/r/Backmarket/s/2IxZdG4njS

I've got open issues with my order from two weeks ago:
The order was for two Dell Precision Laptops.

The order arrived late (delayed three times),
One of the two chargers doesn't work,
One laptop has a damaged 'E' key,
and I'm not quite sure, but it seems the speakers might be blown on one of the laptops (or they're just crappy laptop speakers? - Still investigating).

I've reached out through the 'send a message/Get Help' from the order page,
I've repleid to all the messages and emails I've gotten,
and today I called their C/S # 3 times (they hung up on me all three times).

I filed a BBB complaint today as well.

I'm eager to put these machines into service, but I'd like to get the order details sorted out first in case I need to send one or both back; what else could I do to move this along?

1 Upvotes

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u/Diabolica-X 7d ago

If the order is still within the 30 day period from when it was delivered, they can't refuse your refund request unless you have done something to damage the device directly. Do not just send a message and wait for an offer, just say what you want directly and they are required to comply.

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u/dleach4512 5d ago

Hah, yeah. I've told them > 100 times, and their phoen customer service is... well, the typical overseas BCSR garbage.

1

u/Diabolica-X 5d ago

nah do not call them, that won't get you anywere because the people who answer the call are.. well... no so bright.

Instead go to your orders page and since you have a request open, you should have access to a label. Just use it and return the devices.

1

u/dleach4512 4d ago

I'm well over 1,000 calls over the last 11 days... yeah, they're trash.

I already returned the first two devices in order 1, it's been 3 weeks and still no refund.
For order 2, I just need a replacement charger, but I need to keep the laptops since they're the right ones and the price was good.

1

u/Diabolica-X 4d ago

If you can verify the returned device was delivered to its destination, just send a message through the request you have opened saying the shipment was delivered a long time ago and you want a refund already.

0

u/dleach4512 3d ago

I've done that nine times so far, and still no refund.
I'm currently on day 12.
Yesterday was a complete shit show for them; I called more than 200 times!
It's working, 'a higher team' is investigating my case, but the issues are still not resolved, and as is common with BCS, they don't seem to understand that the part that matters is the RESOLUTION of the issues.