X10 Community Forum
💬General Category => General Discussion => Topic started by: sk1pmcgee on January 09, 2010, 03:17:05 PM
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Has anyone ever returned something to X10...I want a refund for my package I ordered....will they give a refund....any ideas?Thanks
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Has anyone ever returned something to X10...I want a refund for my package I ordered....will they give a refund....any ideas?Thanks
Of course. X10 has been around for many many years. Like any mail order purchase... call them first and they will send you a return label/paperwork. If you ask them nice they might even pre-pay the postage.
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I'm sure they will..I'm returning mine tommorrow when it gets here..I no longer want mine.There has been some inner circle conflicts that make me not want mine as well as A mistake on their invoice they sent me.I want go no further with this subject..but x10 isn't for me to many whiners
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..but x10 isn't for me to many whiners
Go to any Companys open forum If they have one and you'll find lots of whiners about their products as well. rofl
The thing is if a user has no issues they never have to go looking fo answers.
And rarely do any go out of thier way to post! ;)
>!
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I agree. A majority of happy users never post. In most forums, not just X10's.
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I just received my X10 wireless audeo/video sender and receiver and it does not work. I feel they should send me one that works with a return shipping label to return the defective part. They said I must first ship them the defective parts first. I only had it 1 day. This is not a good company. They do not stand behind the product.
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Most companies do it that way or charge you for a replacement and then refund the second purchase when received back.
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Only this company
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I just received my X10 wireless audeo/video sender and receiver and it does not work.
When you say "does not work"... you mean like it is off? No lights or picture or sound or anything. Is there anything we might be able to help you with?
This is a community forum. That is sorta what we do. We are X10 customers just like yourself (we don't work for X10). We voluntarily share with others what we have learned from our own experiences with X10. Some of the forum members even have considerable technical knowledge that they bring to the forum.
X10 has been around for some time. Other than their crappy Web Site... they are pretty nice people to deal with.
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The receiver only works with a coaxial cable. The TV I need it for has RCA connectors.
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The receiver only works with a coaxial cable. The TV I need it for has RCA connectors.
And I take it you've tried connecting the unit with the Red, White, and Yellow RCA connectors that came with it. And that you have double checked the connections to make sure the Yellow and White cables weren't confused (in poor lighting) on ether the TV or the video receiver. And that the proper audio/video input was selected from the TVs menu (some have more than one nowadays.
You could have a defective unit. Of course it will happen. But those (above) are the things I'd check (double check) first.
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Yes I have tried swapping the rca cables with both the receiver and the sender. The receiver will only work with the coaxial cable.
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Just a quick note:
Before I buy from any online vendor, I do my research. I check out if they are legit. I read up on their ordering, shipping, and return policy. Once comfortable with them, I then proceed with the order.
The return policy for x10 is spelled out at the link below. The terms for returns and credit/refund are very specific:
http://www.x10.com/support/faq_ordering.html#Detail%20for%20a%20return%20or%20exchange?
So, you technically, one can't fault x10 for their policy. It is implied that one agrees with their terms when one does business with them.
It is similar to agreeing to the terms of joining a forum and then later disagreeing with the very same rules.
2 cents.
r,
eagle
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When buying from a legit company, you expect to get a product that works, not defective. I have never bought something online and have to return the defective part first. What happened to good customer service. And to have me pay to ship the defective one back was just crazy. I shoul get a working product for whay I payed for, not extra.
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Well Rick I have a similiar situation,however, I did read the return policies prior to ordering, and did see I would have to pay to return defective merchandise, as well as A possible 15% restocking fee, but I didn't expect the chance would happen that I had too. I previously posted quite A few postings about being unsatisfied with their not shipping something that I paid for.I deleted them for it seemed I was being ganged up on by some of the die hard members here concerning the situation, and it seemed I really didn't have the right to voice my opinion on sloppy service according to one person here( I will stay away from individual names).My situation started out that before they shipped my products(2 orders) they sent me an itemized invoice of the products that were fixing to be shipped and a couple items were not on the list that I had ordered. Out of frustration I made A few postings here about it and was also accused A whiner, when In fact I believe the whiner was one of the die hard fans, that they were concerned that people may read my postings, and could care less that I wasn't going to get what I ordered and paid for.So I simply deleted my postings, and my view was they were the whiners, for it was I that was being denied to have sent what I paid for. I guess we all have our own views, but would just bet they would whine if they didn't get what they received.I even tried to post some positive things about x10 also looking at the "other side of the mirror".I did take screen shots of all the postings before deleting however and still have them. I TOTALLY AGREE THIS IS NOT A GOOD COMPANY!.I called customer support prior to my 2 orders being shipped(total of 148.00) and told them that my confirmed itemized list they sent was missing A couple of items, and they looked over their copies and told me the items I stated weren't on mine was on their itemized list and I would receive them.Lo and behold, I finally received my order and guess what? The order had missing items!!Well I can say the customer service was quite friendly when I called them, which I can't say from A couple die hard fans here( and one of the fans of x10 was friendly I must also state). I was missing an item that would not prevent me from hooking up the cameras and trying them out, so I did. These items are not worth the print they advertise on I tell you that.I installed my software(vanguard) prior to receiving the shipment just to get familair with the program, and the drivers to the items I purchased and now that I received them, i went to hooking them up and at first it wouldn't let me register to use the program, then finally after uninstalling the programs then reinstalling I finally got the capture cable to be read, and went on about trying the items out..The registration number wouldn't take the first round, but got that fianl;ly going..After that I could get nothing else to properly function so just gave up on the junk..and I am computer literate, I felt rather even mess with x 10 anymore I would not sent the junk back and give them the satisfaction of getting a 15% restocking fee, or worse yet even deny that the items were not all sent.I just said heck with this company, posted the items that I did receive on Craigs list and sold the junk for half price.As I mentioned, I deleted alot of prior postings becuase in fact"one of the members was consistantly whining about people might see my postings in A private response to A e mail of mine, and I feel this will be my last posting, for A certain member could care less that i was not up and running on x10 products than they were that someone might actually read this forum from time to time and not want x10 products..Imagine that, You get ran over and lose A leg and they are worried about the blood on their car bumper...Well I am through with x10 and "bit the bullet" and took A 75.00 dollar loss just not to hear any future"whining". You see Rick..It is useless in my opinion to try to figure things out by submitting your problems here in the forum and receive much help..as stated "this is my opinion"..As mentioned I did take screen shots of all of these postings and conversations in case I keep getting to dogged so I could actually send them to x10, to include the e mail. So this is about my last dealing here with this, and you will get nothing but ganged up on here if you even start to mention that some of the equipment is malfunctiong..Gawd forbid!!..
Therefore, in my final opinion, if anyone is reading this forum/post and thinking about purchasing these products, My sugestion is that I would not..I went to walmart and got A 39 dollar camera and receiver, hooked it right up and boom..right on the nose..I got A camera that actually works, and i took no verbal abuse, and indirect insults.True it does not do all the functions that x10 products are supposed to do, but it works!!!<<< :)% jumps up and starts clapping his hands!!I will have to purchase other products to get other functions I want to go along with the new camera from Walmart, but the camera is extremely clear, and easily hooked up, and guess what..if it malfunctions for A year..I simply take it back with no hassles, no one indirectly insulting me, no shipping costs and 15% restocking fee for them to restock and give to some other unsuspecting victim just because they send them something that don't work, and then penalize us for thier junk.As Mentioned, I did read the return agreement and cannot argue that, but I just didn't expect to have to..I have ordered items online for 12 years and only had one other dispute out of everything I have ordered.I have had malfunctioning items before with another company, but they sent me A replacement first, then a slip so I could return the malfunctioned item "with no shipping fee or penalties", and sent the replacement one day shipping on top of that and they paid for it. Well, In my humble opinion...if someone is reading this and considering purchasing from here DON'T DO IT!The company will be extremely nice to you but I sure have A different opinion concerning SOME of the members..not all.
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When you buy something defective from your local Walmart, who pays for your gas and your time to return the defective product? Do you demand that Walmart provides you with a replacement product and sends you gas money before you take the defective product back? :'
I was going to purchase an $800 camera from Best Buy just the other day. Their return policy is to charge a 15% handling fee if I take the camera back within 14 days if it was defective. Did I buy from Best Buy? Nope, their returns policy sucks.
The answer is to purchase your toys from a vendor you can deal with when things go wrong. All vendors have a returns policy, even if that policy states "NO RETURNS".
You pays your money, you makes your choice.
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You are a fool to pay a restocking fee for a defective product. You dont get charged for a defective anything from bestbuy. Name one legit place that has a policy of not sending a replacement product free to replace a defective one and I will prove you wrong. Lets see if anyone can find one except x10.
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My experience with X10 on my last order was a mostly positive process which concluded very positively.
But first, some personal notes. I spent the final 20 years of what passed for a career 'working for the man' in tech support. Most of the time when a customer called, the complaint was that something was not working. This usually meant one of two things - the something could be completely non-functional or the something could be not functioning as expected by the customer. It is critical for tech support to make this distinction early in the conversation. This frequently leads to the customer becoming frustrated by the perceived lack of action by tech support. However, if the distinction is not made early, the troubleshooting process is often in trouble from the get-go.
I look at X10 components as just that - components. It's up to me to put them together and make them do what I want them to do. (I just wrote and tested my first successful macro.) If something is not working properly, it's my job to take the first steps and determine if it's me or if the component is dead. If my testing, and I make notes of each test, determines that component is just not functioning, I will call X10 tech support and, using my notes, explain why I think that X10 might be on the hook to fix or replace.
If the component seems to be alive but not doing what I want it to do, I assume it's my fault and continue testing and making notes. (For example, I have AT&T DSL and my troubleshooting and tech support interaction notes go back to 2003.) When I have a problem, I look at my notes first and sometimes will recognize a repeat problem and can fix it based on the notes from the previous experience. If the problem is new or continues, I search this forum for ideas.
Back to my recent order from X10:
I ordered the AHP package including a number of hardware components and software modules. All of the hardware arrived but no software. Upon reading the hardware install notes, I found that I would have to download the software. I did that based on information gained from reading this forum. But then I was asked for a registration code. Back to the hardware documentation...
I should have received an email from X10 with the codes. Examined my email history for the previous week or so - no codes. I then called X10 tech support and asked for help. The very nice tech apologized and said he would send the codes within 5 minutes. I waited 20 with no email coming, so I called tech support back and went through it again, adding my recent conversation with the first tech. I did say I take notes. The second tech apologized and promised to send not only the codes but also a zip file with all of the software modules so I wouldn't have to download anything.
All this arrived in my inbox within 5 minutes. Perfect ending to the incident.
On the subject of returns for defective items.
Amazon.com has a very customer friendly return policy. I experienced this in December. Something arrived DOA. I called, got an RMA #, the promise that a replacement item would be shipped and that when I returned the original item, they would pay return shipping on the original.
They sell X10 stuff. So if anyone wants to buy X10 components with the option of returning them, check out Amazon.com. You'll probably pay more but you'll have peace of mind about returning them.
Mel
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Good suggestion Mel, I will keep this in mind..I do not know if the x10 packages are avaialable such as x10 offers on their site, however, I am no longer interested in x10 products for once I received mine they would not work anyway.In the future this is A good suggestion though.Sears also will charge A restocking fee if you return an item that was purchased on A credit card. I could understand that if the product was in working order and you just simply didn't like it, but I cannot understand paying A restocking fee on something that does not function or work at all.I just can't justifying paying A penalty that is going to be restocked in the trash can.Anyway I fixed the situation with the x10 camera by selling it just to get rid of the hassles..And someone mentioned about returning an item at A local place that they will not pay for the gas..Most people shop within 5 miles of their homes, so if this GREAT camera I bought at walmart fails to work within it's warranty..I will happily throw in the 40 cents I used on gas to take it back, Or I know what..just wait untill I have to go back to walmart for something else and split the cost..wow my return took every bit of 20 cents now and no hassles calling explaning, or begging and kissin butt to get A full refund, then waiting a week on a return shipping receipt, then paying way over the 40 cents I would Driving to walmart,or having the return totally denied when x10 receives it and there is a fingerprint smudge on it..wow did you read the return policy here..geezz if you accidently scratch the base with a screwdriver installing it..You may not get no return at all for you have now Blemished it..even if the internal parts(which is why you ordered for is the insides to work too) does not work..Your out of luck...I know they probably aren't that crude on returns, but reading the policy would make you think so. I know you weren't the one stating about the cost of gas to return it, but that just seemed to cross my mind as I was laughing at the "gas return fee"...and couldn't resist..You did leave A good suggestion though..I pay more on keeping my phone up than I do going to Walmart on 40 cents of gas even though x10 has a toll free number.That is another issue...I have called them a few times 3 or 4 times before I wasn't cut off for some reason and had to redial several times and try different numbers to finaly get through..even though their ad's say something about no waiting, no recordings etc..I have gotten multiple of the above mentioned things that you aren't supposed to have to do when calling them...I will happily pay someones gas to drive 5 miles if they wanna pay my phone bill...A bicycle comes to mind too..I can peddle to walmart in 30 minutes..and that costs nothing, plus it's good for your health
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Hi pcbeachrat.
My post about my ongoing return at the time was in the thread you started. But since you've removed it, I cannot reference it so I'll just recount it here to the best of my recollection.
I placed two separate online orders within hours of each other in early December. I got the order acknowledgement emails just fine. I called X10 the next day about my orders for some reason but I can't remember now what for (OAS - old age syndrome).
At any rate, I spoke with a very helpful agent who realized I have separate orders. He suggested to combine them so that all the equipment will be packed in a single box and I'll have a single tracking number. I said sure. Makes sense. He did just that. I got an order acknowledgement in the mail shortly thereafter.
The next day, I happened to check my credit card account and saw three bills from x10. The original two orders and the combined order. The agent forgot to cancel the original orders. So, I called x10 and spoke to the same agent. He was apologetic and cancelled the first order. He however wasn't able to cancel the 2nd one because it had shipped already. So, enroute were the combined order and the 2nd order that should have been cancelled. He informed me to simply return the 2nd box to x10 when I get it and I will get a refund. He initiated the RMA right away and sent me the info via email. I had to clarify with him though about the refund process. He told me that x10 cannot give me a refund right away. They have to get the box back first before they can issue a credit to my card. It's their company policy.
Since this error was made by x10, I naturally shouldn't pay for having to ship it back. The agent agreed and assured me that it will be taken cared of. Working with his supervisor, x10 sent me a prepaid return shipping label with the RMA.
So, I got the two boxes. Everything checked out in the combined order. All items were accounted for and in working condition. For the 2nd box, I affixed the prepaid mailing label and dropped it off the nearest Fedex service center.
I tracked the package online until it was delivered to the x10 warehouse in New Jersey. The Fedex shipping tracker also has a note on specifically who accepted the box. Nice.
I printed the tracking report and emailed it to the agent I've been working with and his supervisor. Two days later, the full amount for the 2nd order was credited to my account. Cool!
By the way, during the whole return process, I paralleled all phone conversations with the agent with emails to him and his supervisor. They recapped details discussed in phone conversations so I have a paper trail and "proof" of what was agreed upon. The agent had no problems with it and understood completely.
So from the above, my x10 return experience was pleasant and straightforward.
2 cents and ymmv.
Thanks,
eagle
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You are a fool to pay a restocking fee for a defective product. You dont get charged for a defective anything from bestbuy. Name one legit place that has a policy of not sending a replacement product free to replace a defective one and I will prove you wrong. Lets see if anyone can find one except x10.
Who says X10 charges you for replacing a defective product?? Where are you coming up with this poodle gas (a very flatulent dog you know). Your original rant was about X10 not sending you a replacement product just because you said it was defective. Hey, that is NOT an uncommon practice. Now you imply X10 does not replace defective items with out charging for a replacement (read your third sentence above). All X10 said was to send the defective unit back first. Deny all you want, but that is becoming the norm. Gee whiz go take your blood pressure pill before you stroke out.
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They told me I have to pay to ship it to them. I have never had to pay anything for a defective product return. And you talk funny, where do you come from? What is "poodle gas" maybe something you are full of?
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They told me I have to pay to ship it to them. I have never had to pay anything for a defective product return.
What is "poodle gas" maybe something you are full of?
Possibly. You won't be the first to think so. But did you take your BP pill yet? :-*
Yup shipping back a defective product on your dime is becoming the norm. I have had to do it twice since Christmas. If I did not send product first I did not get replacement. One ebay vendor put a replacement in the mail as soon as I sent him the tracking number, but like I said earlier, consider yourself lucky if you have not run into this until X10. It really is becoming the norm.
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I disagree, it is not the norm. It is the wrong way to do buisiness and I cant find another place that does it like x10. Show me a company that does it.
POST EDIT: Removed confrontational comment from end of post. Original post copied and moved to Administration Area.
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What is "poodle gas" maybe something you are full of?
Please refrain from directing insulting comments to other forum members. Posts like this tend to reduce the credibility of the poster, and it can get you banned from the forum.
Please help keep the forum content respectable for all readers. Thanks.
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Online vendors (e.g., buy.com, tigerdirect.com, etc.) use their discretion to determine if a product is defective or not. A necessary measure to mitigate losses from honest customer mistakes and also from actions of a few bad apples.
If they determine that the product is indeed defective, then they reimburse the shipper his shipping costs. If not, then the shipper eats the cost.
r,
eagle
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I bought mine directly from X10 and never offered a refund on shipping cost.
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I bought mine directly from X10 and never offered a refund on shipping cost.
Did you ask for one?
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YES, After they refused to send me a working receiver with a return shipping label for the defective one, they e-mailed me a lablel to return the whole thing and hopefully I get credit to my account.