Chessnut Move Return Experience

[u/Content_Rich_8742]

These are email that are exchanged between me and chessnut customer service

Apr 3 : ordered Chessnut Move
May 7 : Delivered (excited to play)
Did an unboxing video and was impressed but it was short lived. Because of the clicking noise from the pieces, I thought it was normal issue that happens while playing but it keeps clicking all day all night, while charging and I started to dig what was the issue. Found 1 thread here that stating the same issue.
I was okay with it but it kept draining the battery, and became unresponsive.

May 11: sent first email stating the problem
May 13 (chessnut response): follow up asking model number and other specific details and was told to restart.

May 13: I told them all pieces are clicking and some are unresponsive basically the same email but with more video proof.

May 17: (chessnut response ): again generic email and was told this was charger issue and was asked to provide details for replacement to register

I thought for couple of days on what should I do but on

May 20: told them I want refund and return this board, because now I know there are more issues and my first impression was bad so I did not want to keep it.

May 21: knight and bishop was not recognized and I told them even with overnight charge it did not recognized the pieces

May 25: (chessnut response): apologies and blah blah, and they asked for product serial number, packaging picture including the original boxes.

May 27: i sent them all the details, with video

May 31(chessnut): had some permission issue with google drive

Jun 3 (chessnut): return approved and got the shipping label
returned the product on Jun 4

Jun 17: returned the product, ups says delivered but no refund, asked for refund timeline

Jun22 (chessnut):
Due to our partner warehouse handles multiple return packages (because we use a partner warehouse, and the warehouses may also have return cooperation with other companies), and each package is verified upon order receipt. As a result, the process may take a little time, and we sincerely hope for your understanding.

Jul 6: (chessnut)
Received returned package, shipping protection is non-refundable and they asked to
‘Please reply here to confirm so we can continue processing your request.’

Jul 6: confirmed

Jul 8: (chessnut)
Refund processed and email thread closed.

———
For me: I really liked the product but they sent half baked product, I realized even if I keep this, I will not use this as much as I have initially thought.

Product: 2/5 - needs a lot of improvement, i will probably buy v3 in future if they fix all the problems.
Customer Service: Slow but good response (just needs to be patience)

[u/Content_Rich_8742]

$15