Aquatuning return policy
I already posted this on Aquatuning Customer Care forum but I also would like to hear customers’ opinion. Maybe some of you were in a similar situation or even had similar experience with Aquatuning.
I recently bought a product on
http://www.aquatuning.fi/ . The product turned out to be defective. Normally, I would replace the defective product with identical new one. Unfortunately, this is my third defective sample from the same manufacturer for the last month. I’ve had bad experience with two previous models of the product which I purchased from the local Finnish retailer. After 3 defective samples in a row, two different models from different retailers, I can no longer trust the brand. As I can’t find suitable alternative from the products available on
http://www.aquatuning.fi/ that would meet my requirements, I’d like to return this product without replacement and get a refund.
I filed an RMA request through Aquatuning web site and as this is my first product return to other EU member state, I asked for instructions on how to proceed with it. It was strange enough already that I didn’t get any instructions on how to handle the return right away and I had to repeatedly ask the same questions in subsequent E-mail exchange each time getting a little piece of information at a time. Particularly, I asked whether I should use Finnish postal services or UPS that originally delivered parcel. I was told that I should use UPS and that Aquatuning does not cover shipping costs for returns (from Finland where I live). From my experience, Finnish (local) retailers always cover shipping costs for returned products. This sounds strange to me so I contacted UPS in this regard. They were as surprised to hear that as me saying that these rules apply to any retailer that officially sells products to EU member states. Besides, these returns cost almost nothing to a retailer due to overall large amount of shipment and different terms of service provided to business entities than to individuals. For an individual to send a parcel with UPS would cost close to a hundred Euro, according to them.
I placed another order with Aquatuning consisting of 14 items which is still in process because some items are not available as of now. What if one of those items will be defective? How can I possibly replace it under such terms of service?
People who ever bought anything from Aquatuning probably know that not all information is available in local language, which is the case for English and Finnish too. So I couldn’t find information on their return policy in English or in Finnish. Their Terms and Conditions are in German which is beyond my understanding.
What am I dealing with here? Incompetent staff at Aquatuning handling RMA requests, unfavorable terms and conditions of service or intentional misleading of customer?