Amitai R.
Horrible service. I still don't have a functioning phone
One of the worst customer services I've had. I received my phone with a defective screen. I had already bought a new nano-SIM from my mobile carrier, so my old sim was disabled, therefore I was now dependent on this new phone. I contacted Expansys immediately to request an exchange. It took them a while to get back to me, and then their reply was that I should contact someone else at the company. I tried to contact them and didn't hear back, then contacted again, etc etc - you get the point. Finally after about 1 week of back and forth, during which I'm using a partially defective phone - I get a reply back that they can't do an exchange but only a return. Which is crazy, as I saw on their website they have the phone for sale! So I went ahead, and paid out of pocket another $300 to buy the phone, will return the defective one once I get the new one. Problem is - they gave me only a few days to return the old one! Had I ordered a new one immediately, this wouldn't have happened. What horrible service! I really don't understand why they couldn't just: Send me with 1 day shipping a new, working phone (without me needing to pay for the new phone!) and I'd return the defective one the next day.
Response from Expansys UsaMar 6, 2015
Dear Valued Customer, We are very sorry for your dissatisfied experience with us! We would like to better clarify the situation for you. According to our policy, for security reasons, we do not ship out a replacement model until we receive the defective model back in our warehouse. However, we were not able to send you an exchange item because we did not have any more in stock. We wanted you to be quickly assisted without waiting for us to get stock on the original item that you purchased, and that is why we requested for you to purchase another item, so we can ship it out to you right away. We also did not charge you for shipping on the replacement item as it would be unfair to charge you. I hope this better clarifies as to why we were not able to ship you a replacement item of the same model you have ordered via Next Day Shipping. -Expansys USA-