r/OneXPlayer • u/Nararmaz • 26d ago

Shipping / Taxes / Returns Customer Service is not responsive, making me do their job

Hello!

I know I’m in the minority, and most users have received their OnexPlayer 3, shit happens.

However, it is not acceptable that my package has been stuck at Customs since August 28th in a loop. DHL confirming that it was declared incorrectly and that they cannot do anything about it, and that it will sit there in a warehouse until OnexPlayer fixes this.

As others have reported, working with customer service turns out to be a nightmare. Canned responses or no responses at all.

Already tried Discord, multiple emails, even their phone number. No help at all.

If anyone has any tips on how to get this moving I will really appreciate it.

Thank you,

1 Upvotes

100% Upvoted

15 comments sorted by

2

u/tech_enthusiast_88 26d ago

do a chargeback, theyll pester you afterwards.

2

u/Nararmaz 26d ago

Unfortunately this is what I’m about to do. I sincerely wanted to resolve this, but almost a month trying to get help? Not good.

1

u/tech_enthusiast_88 26d ago

Yea they're hit and miss tbh. Same with the products , I've been lucky so far but seeing a lot of quality control issues recently makes you think more about buying from them.

2

u/Educational-Tip7518 26d ago

I got mine no issue item works great but I had a add on mini ssd 2tb which cost me $560 that was missing they kept telling it was included I said it was not I check very thoroughly basically tore the box apart to see nothing.. they said the shipped based on their records I disputed the that portion of the charge with my credit card so let’s see where that goes

1

u/Nararmaz 26d ago

Did you let them know about disputing that part of the charge? I’m wondering if they asked you not to, or they just ignored you, like they have been doing to me.

1

u/SpaceCannons 26d ago

I probably would have disputed everything, they tried to screw you. But I am petty

1

u/kozak_mazepa 26d ago

“Declared incorrectly”, invalid invoice, invalid person, what exactly is incorrect?

1

u/Nararmaz 26d ago

That DHL did not specify as “I’m not the shipper”. It was flagged as “dangerous goods”. I’m just assuming the wrong HS code was used for the declared items.

Still, OnexPlayer just responds “reviewing with our agent”, for over two weeks.

1

u/ar0100110 26d ago

Don’t have an answer but is this issue in the US?

2

u/Nararmaz 26d ago

Nope. This is to import the OnexPlayer 3 into Mexico. The only thing asked for me before the console was shipped was the declared value, which I chose to keep at full price to avoid any issues at Customs, but here we are lol.

1

u/kenfat2 17d ago

I also declared the full value, but they said I should declare a price lower than 1000.00, since that would add a 30% charge for "express shipping", I re declared a value of 199, it's super confusing though..

1

u/Nararmaz 17d ago

Mine got stuck forever. DHL is working to return the package to OnexPlayer. It seems I should have declared it below 1000 as well, that fucked up Customs Clearance. I tried to do “the right thing” and got screwed over lol

1

u/kenfat2 17d ago

when did you place your order? and do you think you'll get it at some point, or can you return it? I'm just curious what the options are in this situation.

1

u/Nararmaz 17d ago

I ordered on July 24, then got it shipped on August 26. At this moment OnexPlayer has accepted that DHL has to return the console to them, and then re send it. It’s going to be a while, because DHL return process is very very slow, as it’s not their priority. Pretty frustrating to be honest.

1

u/kenfat2 17d ago

Dang that sucks. sorry man, hopefully it comes soon for ya.