So I received my NeoSD cart about a week and a half ago and the cart works well however when taking it out of the package it had a hole in it at first I did now know if it was an actual hole since it had sticker residue from the label but after taking that little piece of label that was hanging sure enough was a hole and apparently went through from the front to the back. I quickly contacted NEOSD store only to get accused of doing this myself. The guy I have been emailing back and forth claimed that he packed all of them himself. I said "why would I do this to my own cart" As I have been waiting a very long time for something like this. The package does not have a hole in it like the cart shell does so I do not know how the hole got there. My suspicion is that either was packed this way and the guy who packed did not notice or something happened in customs as this was held for 2 days there. I am trying to work this out with NEOSD but they claim they are contacting USP for answers. All I can say is if anyone has had the same problem please voice it here as other people need to know.. They could get a perfectly working one with no defects or get one that works fine but with cosmetic issues like I did. Last email I sent I just offered to pay for a new shell as this is getting ridiculous.
Quoted to avoid he edits his post while i prepare the answer
Thanks
On 28/2/17 14:58 Mr OGHUGO sent us an email (i answered all his emails) claiming his neosd arrived with a hole (his details will be hidden to protect his ident.
Thank you I have received the unit but there is a problem with the casing.
it seems to be some kind of hole or issue with the case and label.
here is a pic of the cart..
I would like to see if I can get a replacement shell and sticker for this.. atleast for the front one. the back seems to be fine.
Also do you guys have different color shells?
Cart seems to be working just fine but i don't like that ugly blemish for something that cost so much i would like it fixed..
Let me know, thanks.
XXX XXX
15 minutes latter, on 28/2/17 15:03 i answered his email asking if the pacage was damaged
Hello XXX,
Was the packing damanged ? Are you sure about the shell is damaged aswel or is it only the sticker ?
Thanks
10 minutes after my email, he answered with another email at 28/2/17 15:13
Thank you for the quick reply.. I don't believe the package was not damaged in shipping, however when I shake it I can hear something loose inside. the box was a bit crushed but the pic I sent does nto seem to have happened during shipping it seems that it is a manufacturing defect..
it seems like the actual casing has a hole on it cause I can see the inside of it.
Here are pics of the cardboard box.
At this stage i had my serious doubts about what happed there. So i started discussing with other team members about what could have caused the hole.
We had a crazy idea about what could have caused that, consisting in a bubble air betwen the sticker and the shell that could have damaged it with a preasure change on the plane (crazy, but it was the only thing we could think about)
So i anwered him that on 28/2/17 15:24:
Hello XXX,
This is something we have to research, so we need that you ship it back to us.
We need to determine what caused the hole there, as the plastic is strong and i can tell you the hole was not there when we put the sticker on it. I can just tell you that cause i muyself put every sticker on every NEOSD, so i know there were no shells with holes or i would have sent the shell back to the factory.
We will send this shell back to the factory so they can analize it and determine the cause of the hole.
Anyways, don´t worry, you will get a replacement shell on your NEOSD as soon as it arrives here.
Thanks
He answered 11 minutes after, at 28/2/17 15:35
Yeah the thing is how long is this going to take..?
and will you pay for the return shipping back?
also i took off the little piece of label hanging and there is a hole on it and goes from the front to the back just took a closer look at it..
here are additional pictures..
At this stage our previous idea got discarded and we get a feeling about being cheated.
First thing that took out atention was that the hole in those new pictures was bigger than on the first ones.
Also, looking at the pictures close, this was cleary caused by a driller, cause the direction of the drilling marks
Our resources are really limited and we don´t want to send testing/packing to 3rd parties to ensure every customer gets a working unit, so if someone cames with a function claim, we know for sure the board was shipped working, so we can rule out others fault.
I myself do all the mounting/testing/shipping/process, there is no anyone else doing that.
This is how shells came from factory in boxes
So the process to ship a NEOSD is :
I pick a shell, put the boards inside, put the screws, put the sticker and ship the order to the customer
So basically its impossible that we ship a neosd with a driller hole for a lot of reasons :
1 - there are two shell boxes, one for front shell and another one for the back shell. It would be impossible to pick two parts with a driller hole on the same position for both parts
2 - this driller hole was cleary done after the whole sell was mounted and the sticker was put there.
3 - i myself don´t have a driller or something like that here, but Mr OGHUGO has one for sure, looking at the pictures he sent us :
just check this picture he sent me
So at this stage we were totally sure he was cheating on us, even that we decided to ship him a free of charge shell just to not waste more time answering his emails or discussing with him, it costs us much more to answer his emails than ship a replacement shell.
BTW, we still wonder why someone would get a driller and make a hole there, but this is something we will never know about, for sure.
So ....
We sent him an email back asking him for his neosd serial number to ship him a replacement shell as soon as it was possible, we decided that legit customers had priority over such things, time is limited and there are still pending orders as today ...
Hello XXX,
Please, let me know your NEOSD serial, so we can arrange you a replacemente shell on 28/2/17 16:51
Thanks
He answered back on 28/2/17 17:36 with just a picture of his neosd serial number (serial hidden to protect his info)
In the meanwhile we keept packing and shiping orders. Among suffering 2 flus, an Intestinal virus and answering infinite emails about "when are you going to ship my order" and so, 16 hours per day working basic Terraonion thingle ...
So he sent another email on 8/3/17 18:35, just 8 days after we told him he would ship him the shell.
Hi following up on this just wanna see if and when the shell replacement will be sent out.. thanks
On this moment i was pretty tired and decided that as he wont just want to wait until the shell we promissed him arrives i wanted to hear his version about what happened with the shell.
So 1,5 hours after his email, on 8/3/17 20:04 i asked him about the shell again :
Hello Hugo,
Could you please tell me how this :
Became this ? :
I can see plastic arround the hole on the first picture you sent me
But i can´t see it on the seccond picture you sent me
Please, give me a good explanation about what happened there, i am really interested about listen it
Thanks
I was expecting a good answer such as :
hey, i am sorry it was me with the driller, cause the shell felt on the floor or something like that ...
But instead of that he answered that on 8/3/17 20:10
Yes when I first took the picture it was a little piece of the label hanging and it fell off exposing the hole that was behind it.. the hole goes all the way through to the other side I do not know how this got on there as there is no hole on the package and no hole in the cardboard box this was sent this way..
At first I thought it was some kind of like hot glue or something but when the small label price fell off it was a hole that went from one side to the other.
Let me know if you need additional pictures as I would NOT do this to my own cart have been waiting for this for a long time. The cart works fine but just the shell is the one damaged.
Let me know please.
So i decided to tell him that i am not stupid, so i sent him another email on 8/3/17 20:20 :
XXX,
This is plastic, not label.
Also, i want to let you know that i myself put every sticker on the shells and pack the neosds, no one else does that.
So, please, explain me what happened with the shell, cause this damage was clearly done with a driller seeing the directional marks on the hole.
Thanks
He answered at 8/3/17 20:24
Look this is the way I got this unit I DO NOT KNOW WHT HAPPENED as this is how it was when I opened the unit.. this did hit customs and it was there for a few days I do not know if they opened it and did something to it.. I do not appreciate you accusing me or doing anything to this.. if you cannot help me with this I will have to get my credit card company involved in this matter.. as I said the unit works the casing has a hole and yes looks like someone drilled through it.. someone did but not me.. I want a replacement shell as the unit works.. let me know what you want to do next.
So he came with the credit card stuff that got me even more pissed.
I just let you know Mr OGHUGO that we fight all those, no matters if we have to spend 1.000s on this, we take bank wire frauds seriously.
He was sugesting ups caused the damage, so i decided to ask him again about that just to see how he says the damage was caused by UPS
I sent this email on 8/3/17 20:27
Hugo,
I want to know who did it to send you a replacement.
I have no problem on sending a replacement, but i want to know what happened there.
So, your neosd was shipped by UPS it isn´t ? if so, let me call ups to know if the packet was stopped and what happened there.
Thanks
He answered at 8/3/17 20:31
All I want is a replacement case I truthfully do not know how or why or who did this. I was expecting this from ups and I called as it was delayed in customs and they said that it would be delayed until customs released the package.. that took 2 additional days.. then I got it and I emailed you the day after that is what happened not trying to pull one on you guys I like the product it works great just has that hole..
Please let me know if you need additional pics of the packaging or the casing it self just want to get this resolved thanks..
So i decided to give him the benefit of the doubt and call UPS asking if could be possible that someone at customs got a driller and made a hole there (i think i saw some many episodes of this airport show where police does that on bags ....)
I sent him this email on 8/3/17 20:35
Don´t worry
We don´t really have a problem sending a replacement shell, its more about the time to pack it and ship than the cost of the shipment/shell itself.
But we want to know what happened there.
You say the packet was delayed at customs 2 days and this makes sense to me, so please, allow me to contact UPS tomorrow and ask what happened there, i should be able to ship you a replacement at the end of this week or at the begining of next week.
Thanks
he answred back at 8/3/17 20:38
Sounds good like I said I would not purposely do this to my own card and I do want it just need this fixed...
Thanks for ur help.
On 13/3/17 1:44 he sent another email
Hello I was waiting for a follow up on this.
Did you guys get a chance to call ups to ask what happen on this issue ?
As I said I would like to get this resolved let me know if you were able to send a replacement case for me
Thanks
I already had called UPS about that and you guys wondered what UPS said about that ? they laught about me, the sales representative just said : i saw so many things in 20 years working on UPS but never something like that. I forwarded him Mr OGHUGO email with the hole pictures and told the sales representative : i know what happens here, but i just want an answer by email in case this ends in court or somewhere else.
As yesterday i still didnt´have this email from UPS, i answered Mr OGHUGO that :
Hello XXX,
We contacted UPS and we are waiting for an answer, we should get one this week.
Thanks
Mr OGHUGO just answered today at 17:21, it seems he wanted to "post this on forums" to let know others how bad we are
This is ridiculous I understand you don't want to eat up the cost of another shell and shipping however I am getting a bit tired of waiting. If I have to I will pay for the shell replacement. Why would I mess up my own cartridge... this will be posted on the forums for other people to see what they could expect.. either they will get a good one or one with a hole like I did.
I answered him today at 17:24
Hello Hugo,
We will be happy to discuss this on the forums if you want that.
You send an email everyday and i told you a lot of times that i am going to ship you a replacemente shell asap (its planed for this week).
Thanks
So he decided to come here defaming us so i had to stop packing orders and create this post.
In the meanwhile (while i was creating/editing this post), he sent another email at 18:12
Here is the email communications..
Everyday ,?? from the 8th to the 12th is 4 days.. not 1 day not every day.
Look I just want to get this solved. What are we going to do about this?
So what happens now ?
Well, right now i had to stop shipping and i have spent 2 hours on that stuff, i had some packets ready to ship but i can´t go to correos today anymore cause its 19:29 here and its about to close.
So what are we going to do now ?
Ship him a replacement shell
When ?
as soon as possible
When as soon as possible is ?
I hope before the week ends, once we have every order as today shipped.
He offered you to purchase a replacement shell, why didnt´you acepted that ?
Cause he tried to cheat on us and got us tired while doing that.
EDIT :
His first email complaining about the hole came on 28/2/17 14:58
while he got the packet one day after, he took his time to make the drill for sure ...
