PakDukaan Bad Experience [Mod Comment: Case Under Review]

[yasirw]

I made the mistake of buying few things from Pakdukaan. They seemed like a legit shop and I was ok in the beginning when I received the things that I bought from them. But their true colors same out later.

I purchased a CRYORIG A80 CPU cooler from them; it failed after just two months. They made me wait for 3 months and there was no sign of the replacement coming anything soon. So I gave them a bad review on their Facebook page. They did not like that. They first asked me to return the CPU air cooler which they had sent me as a temporary solution. After that, they said the following:

Do not trust their positive ratings on Facebook; they force people to remove bad ratings.

Here is what has happened in detail:

On May 29th, I sent the A80 CPU water cooler back to PakDukaan on their instructions. Without telling me, they sent in some air cooler as a temporary solution. I already have a single radiator water cooler [actec h2O 920,] this cooler is very old but it still works. After removing the faulty A80, I installed this old water cooler, so at that time, I didn't need any temporary air cooler solution. So I returned the air cooler that Pakdukaan sent me to them. Below is a screenshot of a message sent by Pakdukaan. In this message, they said the estimated time of getting my replacement is 3 weeks. They said this on 30th May.

Then on 2nd June, they said the following:

They first said to wait for 3 weeks, then they told me to wait for 6 weeks:

Then on 29th June, they sent me the following message:

So they told me to wait for another month. My old water cooler was not able to keep my i7700K processor cooler; during full load, the temp would reach 90C or so. See the following messages:

I paid 15K for the A80 cooler and they said they can only refund 12K.

The above conversation happened on 29th JUNE. I agreed to receive the R1 air cooler because I thought it would keep my CPU's temp under control, but it didn't. During games, the CPU temp would reach 95C. It performed worst than the old water cooler I have, but I did not tell this to Pakdukaan as they believe R1 is a monster cooler. I didn't want to argue about how good or bad the R1 air cooler is.

After that, I waited. On 16th of August, I contacted them as more than 1.5 months had past.

On 22 August, I gave them this review:

Then when I contacted them, they said the following:

As seen above, they said that they have offered me a Full Refund and that I didn't take it. This is a complete lie. When I asked if it is possible to get a refund [on June 29,] this was their reply:

Then here is the latest conversation.

They have mentioned the BenQ monitor; I didn't buy it from them because another shop was selling the same monitor [new and sealed] for 4K less than the price that Pakdukaan was selling it to me for.

Pakdukaan asked me to remove the review if I want to get my money back. I had no choice so I removed the review from their Facebook page. After that, they blocked me on Facebook. I waited for somtime and there was nothing. I couldn't contact them on FB so I called, the guy said to wait and that it may take sometime for them to give me the refund. It seems like they won't be giving me the refund or perhaps they want to delay and make me wait again. I am not going to let them get away with stealing my money that easy. I have contacted a friend in Lahore who is going to file a complaint againt Pakdukaan in Police Station.


After they blocked me on FB, I used my friend's FB account to post my old review back online and I also mentioned how they told me to remove the review if I want my money back.

Update 7:28 PM: As I was writing this thread, Pakdukaan replied to my new review and said the following:

"So we basically devalued two of our brand new products just for you."

They are talking about two air coolers that they sent me. The first one, they sent without even telling me that they are sending me this air cooler. I went to Daewoo and I sent their Brand new product back to them without even looking at what it's name was.
The second air cooler was the R1. They have sent this cooler to someone who wrote a review about it. pakdukaan . com/tech-blog/cryorig-r1-ultimate-cpu-air-cooler-an-in-depth-review-b58.html

When I received this cooler, it was not sealed. Everthing was opened and used. They gave it to someone to write a review and probably also sent to other customers as temporary solution, who knows.

 

[AbbY]

According to them, they have given you your money back and did offer a replacement cooler.

Their offering to give back a partial refund after two months of use was not entirely unreasonable. They're not bound to refund 100% if a fault develops, because that's not the kind of warranty they are offering.

While I am not saying that PakDukaan wasn't being unreasonable, they exaggerated things from their end, by stating that they devalued their products and what not. Satisfaction of their customer *should* have been their utmost priority, and I am thoroughly disappointed by the way they have handled the issue, especially the childish 'first delete the bad review then we will return the money'. You're running a business, ffs grow up and be more professional.


All that being said, it is understandable that warranty claims got delayed without their intentions of it being so. International warranty claims really are an ordeal, especially when you're dealing from Pakistan.


Regardless, on an end note, I'd just say that you calling them a scam is totally unjustified and out of place here, just as their blocking you (lol) and asking you to remove a negative review before processing a refund was.

Summing up, you got the money back, just get on with it man. With one bad review, there are also countless good ones out there.

- - - Updated - - -

I learnt my lesson when i bought an expensive card with three year warranty from online store. Paid premium on extended warranty and month after they closed their business. NEVER AGAIN!!!!!!

Really? What store did you buy it from?

 

[Soka]

You should also post proof in comment section of fb so everyone knows how they are lying . Bro the reality is very few shopkeepers in Pakistan are eating halal .they will buy refurbished and used stuff and sell it as new . I have myself seen a shopkeeper in Lahore changing boxes of refurbished Xbox one and PS4 consoles with new kind of boxes packing . For me I always try to buy stuff from outside country even if I have to pay custom duty .i have bought my iPad from amazon USA and iPhone 7 from amazon USA .they have never given me any problem uptil now . I have aprilla tuono sports bike I got all my protective gear from USA also again .

 

[asadsm]

I agree that we should have refunded the full amount if he wasn't happy with the alternatives and after the initial time we had given. Unfortunately I did not know about this case otherwise I would have handled it.

I do have a few comments about this post.

1) The OP needs to read the definition of scam before using the term. You've gotten the refund so in which part was your money stolen? We're not here trying to make a quick buck and we try our best to satisfy all customers but that's not always possible no matter how hard we work.

2) If you want to post a review, at least be honest enough to acknowledge that you weren't left high and dry and were given temporary coolers which you seemed to conveniently leave out. How many other retailers provide that?

3) "When I received this cooler, it was not sealed. Everthing was opened and used. They gave it to someone to write a review and probably also sent to other customers as temporary solution, who knows." I fail to see how this temporary solution is a bad thing. Could you clarify?

4) The contradictory statements are our fault. We've been in growth mode (due to our reputation, which I'm sure a lot of PG users can vouch for) so we've changed and hired new customer service people and this should hopefully not happen again.

 

[DSM1]

I would highly suggest you to refrain from slander.

According to CRYORIG's and almost all the other electronic manufacturers warranty policy, the defective product is repaired or replaced, and not refunded. Our team forwarded you exactly what CRYORIG told us about the warranty.
As a loaner cooler we sent you a brand new CRYORIG M9i. You were not satisfied with the cooling so we sent you a brand new CRYORIG R1 Ultimate which is probably the world's biggest CPU cooler and easily handles any sort of load. This too was a free loaner cooler till we could get you a new one. We did not charge you the shipping for both of these shipments.
I am attaching pictures of our conversation with Steve the marketing head at CRYORIG, under whose instructions our team guided Mr. Wazir.

Conversation with Mr. Wazir

We had already sent him the M9i by the time we got his reply. He shipped it back to us.

We offered him what we had in stock. The CRYORIG A40 (which is a 240mm version of A80, which is 280mm) and the R1, without any depreciation. The price difference was the actual retail difference. We also informed him it could take upto 6 weeks, as that is what CRYORIG told us as shown below.

On June 8, CRYORIG told us they could get us the coolers in a month. We communicated accordingly with Mr. Wazir.

On June 29th, CRYORIG told us that they were returning all their A80s due to some issues, and we getting new ones made that would be available end of July. We communicated accordingly with Mr. Wazir.

On June 29th, Mr. Wazir said he was tired of waiting, although only 3 of the original 6 weeks had passed. We were open to the option of giving him a Corsair cooler as seen in the conversation, however the official Corsair distributor was out of stock (they did not get their stock in early July either)

Mr. Wazir then asked us to send him the R1 Ultimate which we did as can be seen below.

Mr. Wazir received the R1, and reiterated his commitment to waiting for the new and improved A80.

On 24th August CRYORIG then told us the new batch would be ready in September.

Mr. Wazir, without contacting us about a full refund, posted a 1 star review with slanderous content. Had he contacted us again and asked for a full refund, we would have given it, since we ourselves were embarrassed by the delays. There will probably not be a single other customer who is dissatisfied with our service, and Mr. Wazir, had he phoned us and asked for a full refund in August, would not have been either.

Proof of refund.

I would request the mods to either delete this thread, or change the slanderous title as it can cause wrongly disrepute. We are very proud of our reputation and would not like it to be tainted with lies. Thanks.
@AbbY @Jshak @NaNoW

 

[AbbY]

IMr. Wazir, without contacting us about a full refund, posted a 1 star review with slanderous content. Had he contacted us again and asked for a full refund, we would have given it, since we ourselves were embarrassed by the delays.

That's very nice to hear, however, how do you respond to this?

Edit:
This one too.

These statements are contradictory...

I would request the mods to either delete this thread, or change the slanderous title as it can cause wrongly disrepute. We are very proud of our reputation and would not like it to be tainted with lies. Thanks.
@AbbY @Jshak @NaNoW

I will do that once everything is settled. You're not only a shop owner, but also, a Premium Seller here and so I am going to step in, in a rather unusual manner, and put and end to this once things from both sides are in the clear.


ALL THE OTHERS. PLEASE refrain from posting. Let it be known that ANY more cross talk, primarily personal abuse will be a straight 2 week ban WITHOUT any warning. THIS is all the warning everyone in this thread gets. [MENTION=93260]GloriousChicken[/MENTION] pl delete and ban any personal abuses and irrelevant posts this post onwards.

 

[DSM1]

@AbbY I have updated my previous post with the conversation. Please go through those.

As for the statements, the "refund is against our policy" statement was made on June 29th, 2017. During this period our team was following normal RMA procedure or repair/replacement. Our team however did offer him brand new A40 and R1 as replacement along with full cashback on the retail price difference. We even offered him to exchange for Corsair coolers once they were available.

As for the second statement that was wrongly stated by a new team member who did not have full information about the case. However had Mr. Wazir asked us for a full refund in end August before posting his review, we would have happily refunded him the money, knowing that CRYORIG was missing its commitments time and again. However in June, we did not know CRYORIG would wrongly commit.

 

[AbbY]

@AbbY I have updated my previous post with the conversation. Please go through those.

As for the statements, the "refund is against our policy" statement was made on June 29th, 2017. During this period our team was following normal RMA procedure or repair/replacement. Our team however did offer him brand new A40 and R1 as replacement along with full cashback on the retail price difference. We even offered him to exchange for Corsair coolers once they were available.

As for the second statement that was wrongly stated by a new team member who did not have full information about the case. However had Mr. Wazir asked us for a full refund in end August before posting his review, we would have happily refunded him the money, knowing that CRYORIG was missing its commitments time and again. However in June, we did not know CRYORIG would wrongly commit.

And what about putting it on the buyer, by saying 'we devalued two of our new products'. You're doing him a favor there. Don't put it on him later! C'mon. Very, very unprofessional behavior from your team, in my opinion.

I have had the pleasure of dealing with you guys and it has been perfect, thus far, however, after this incident, I must say I'm sheerly disappointed with the way things were handled.

Regardless of whatever was offered, your team once denied the refund request. It is not the buyers duty to keep knocking and asking for a refund. In all honesty, the buyer was well within his rights to leave a negative review, considering the kind of replies he got, HOWEVER, it was unfair on his part to call your store a scam, I will definitely agree.

I think, now that the refund has been processed and everything resolved, all your team and yourself, of course, if you deem it appropriate, is to apologize to the customer and actively work on improving your teams client handling skills.

What I know is, if some shopkeeper sent me messages like that and talked to me in that tone, that would be the end of my dealing with them. You guys may be expanding, but that is still no excuse to crush a customer in the process.

I know that your store has a lot of potential, given all the problems there are in Pakistan. I really hope you guys see this as criticism to improve, rather than a place to defend your actions. I'll say it again. And, 'we require you to remove the rating before we can process the refund'. Seriously? You guys are running a business! C'mon! Be bigger than that, guys.

Nonetheless, godspeed. I hope your store reaches the heights it's capable of, because, living abroad, I can definitely say we're 10 years behind the rest of the world, and this is one step in the right direction.

 

[Jshak]

Pakdukaan was stopped with his services long time Back.

Sent from my SM-G955F using Tapatalk

 

[DSM1]

[MENTION=25983]AbbY[/MENTION] I agree the case should have been handle better and I will use this as a learning experience for my team. The devalued product thing was basically said by an inexperienced customer service rep after Mr. Wazir's highly negative review. The agent should have dealt with the case without involving such emotions. As for refunds, our company does not offer refunds for products that come in RMA, and that is why a full refund was not offered in the first place. However this was an exceptional case in which the manufacturer kept delaying, and we would definitely have refunded had Mr. Wazir asked for it again this late in August. We honestly had no idea Mr. Wazir was facing so much problems with the R1. He gave no indication before he wrote his review. That is why we did not offer him a refund in August since we thought he was satisfied with the loaner R1 till CRYORIG could send us a new A80.
Anyway I will work on my team, but I urge customers like Mr. Wazir to make a phone call and discuss such matters before going out and leaving a highly negative (and partly fallacious) review. It generally works out to be better for both the customer and the business.

 

[AbbY]

[MENTION=130375]yasirw[/MENTION] sb. has the replacement cooler been shipped back? [MENTION=72]DSM1[/MENTION] said that you haven't provided the tracking number?

My apologies if you have, he PMed me yesterday but I could only post this now.

 

[yasirw]

sb. has the replacement cooler been shipped back? said that you haven't provided the tracking number?

My apologies if you have, he PMed me yesterday but I could only post this now.

@AbbY

Hello,

I sent the R1 to them on 26th of August. I will send you the tracking number via PM. I used the same Name and Mobile Number that they gave me to send the first cooler back to them. Before sending the R1, I asked if the same information is still valid and they said yes.