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Author Topic: OBDTOOLS.CO.UK - My story  (Read 5983 times)

-jarmo-

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OBDTOOLS.CO.UK - My story
« on: May 12, 2014, 10:17:19 AM »
I ordered a Renault Can Clip diagnostic device (123,20 €) from eobdtool.co.uk.

I received the Can Clip and installed the software. It could not make a connection to the car, so I studied the internet and tried every possible solution. I even bought another laptop to be sure that the problem is not in the PC.

After that I asked help from obdtool.co.uk online chat. I asked if could send the faulty item back and get it replaced with new as they stated in their return policy:

Quote from: obdtool.co.uk
General Returns:
Quality Issue: If our products do not work well when you receive it, or the item encounters crash in delivery, our return policy is open for you, we will exchange it free for you and undertake the shipping cost you ship back to us by ordinary airmail.

After several days of chatting (they gave me same copy-paste instructions all over again) we started an email conversation:

Quote from: obdtool.co.uk
From: sales@obdtool.co.uk [mailto:sales@obdtool.co.uk]
Sent: 19. March 2014 8:20
To: Jarmo
Subject: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop
Summer  Mar 18, 2014 11:20:00 PM


Dear friend,

Nice day!
 
For the problem of Renault CAN Clip, I have consulted our engineer.

Have you installed driver well? ISO light is dark, maybe because you don't install the driver well.
Can you try to connect the USB cable to the computer again to see whether the computer has reaction?
Sorry for the trouble.

Look forward to your reply.

Sincerely,

Summer

Quote from: Jarmo

From: Jarmo
Sent: 19. March 2014 8:56
To: sales@obdtool.co.uk
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop


Hello
 
The problem is that the Can Clip device do not send information to computer that there should be more USB devices available so it is no possible to install drivers.
 
At first I installed Can Clip software to my Dell laptop, which I only use with car diagnostics devices. In that laptop operating system is Win XP, SP3. Software installation went ok, so did registration. Then I connected Can Clip device to laptop and to car. Computer found USB device and driver were installed. Then second USB device and again, driver were installed. Then no more USB devices were found.
 
I tried all other USB ports in laptop with same result. I uninstalled Can Clip software and re-installed it with same result.
 
I bought another laptop and installed Win XP SP3 operating system. After that I installed Can Clip software, registered it and connect Can Clip device to car. Again, two USB devices were found and drivers were installed. Exactly same as with my Dell laptop. I also installed my other diagnostics devices to new laptop and they work perfectly well.
 
Just to be sure I re-installed Windows and again installed Can Clip. Still the same result. Only two USB devices were found and drivers were installed. I also tried every USB port in laptop.
 
I also tested Can Clip device and both laptops in other car and still got same result?
 
I even tried with different USB cable.
 
Is there anything else I could do?
 
BR,
-jarmo-
 
Ps. I attached few pictures.

At this point I made a PayPal dispute.

Quote from: Jarmo
2014-03-21 14:09 GMT+08:00 Jarmo:

Hello,
 
Yesterday I discussed with your representative in live chat and asked if I can return faulty device and get it replaced with working one, but I didn’t get any response from you?
 
Just to be sure I yesterday evening, once again, re-installed Win XP and Can Clip with same result as earlier.
 
I will order the same device from another supplier so I’d like to arrange a returning this faulty item to you and get my money back.
 
I reported this case to PayPal.
 
Best Regards,
Jarmo

Quote from: obdtool.co.uk
From: Susan Wang [mailto:sales@obdtool.co.uk]
Sent: 21. March 2014 9:34
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend
 
Have a nice day
 
You can send the item back to us for refund
 
Here is our shipping address, please check:
Shipping Address:
Receiver name: LI Yongxing
Website: OBDTOOL.CO.UK
Unit 26,8/F,Sing Win Factory Building, No15-17Shing Yip Street,Kwun Tong HongKong
Post code: 999077 
TEL: 69184953
 
Attention Please:
1. You can only send the item to us via standard post in your local post office, rather than any other shipping method.( Please do not use DHL, UPS, FEDEX, TNT or any other couriers), otherwise, we are unable to get it, will not be responsible for this.
2. Please take some photoes of the full package before the shipping, send the pictures to me; and write the order number on the parcel, which we can check, confirm and deal with it for you timely.
3. Please send tracking number and link to us after your shipping, as we need to check the item status as well
4. Please write the order number on the main unit
 
Any problem, please feel free to contact us
 
Best and regards
 
Susan

Now I ordered a new Can Clip device from www.CarSets.co.uk (which seem to be just another shop name with same provider as obdtool.co.uk)

Quote from: Jarmo
2014-03-21 20:27 GMT+08:00 Jarmo:

Hi Susan,
 
I asked from local post and standard packet from Finland to HongKong will cost 36,00 €. It has tracking code and delivery time appr. 8 working days.
 
I will send it to you at Monday 24.3.2014.
 
I’ll take some photos for you.
 
I have one question to you concerning your instruction 4: Do you want me to write the order number to the Can Clip device or just on the package?
 
Kind regards,
-jarmo-

Quote from: obdtool.co.uk
From: Susan Wang [mailto:sales@obdtool.co.uk]
Sent: 22. March 2014 4:17
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend
 
Have a nice day
 
Please write the order number on the main unit of renault can clip
 
Thanks for your understanding and cooperation
 
Any problem, please feel free to contact us
 
Best and regards
 
Susan

Quote from: Jarmo
2014-03-25 13:47 GMT+08:00 Jarmo:

Hi
 
I sent Can Clip back to you yesterday.
 
Tracking code for shipment is: CE028460801FI
 
Finnish post parcel tracking page is here: http://www.posti.fi/english/
 
As I inform you earlier, the price of the shipping is 36,00 €.
 
I’ll attach some photos.
 
Regards,
-jarmo-

Quote from: obdtool.co.uk
From: Susan Wang [mailto:sales@obdtool.co.uk]
Sent: 25. March 2014 8:07
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend
 
Have a nice day, thanks for your attention and picture
 
Will let you informed after we get it
 
Any problem, please feel free to contact us
 
Best and regards
 
Susan

31.3.2014 DHL delivered new Can Clip, which I ordered from www.CarSets.co.uk . I installed it and it works just perfectly. I'm very happy with it.

According to post tracking, obdtool.co.uk received my shipment 1.4.2014. First delivery attempt made at 28.3.2014. After two days of silence I asked a status of a process:

Quote from: Jarmo
2014-04-03 16:57 GMT+08:00 Jarmo:

Hello
 
You have received this item couple of days ago. Have you processed it yet?
 
Best regards
-jarmo-

Quote from: obdtool.co.uk
From: Susan Wang [mailto:sales@obdtool.co.uk]
Sent: 3. March 2014 13:04
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend
 
Have a nice day
 
I will confirm it for you with my colleague for you tomorrow
 
Kindly regards
 
Susan

Quote from: Jarmo
 
2014-04-04 12:27 GMT+08:00 Jarmo:

Hi,
 
Any news for this?
 
Best regards,
-jarmo-

Quote from: obdtool.co.uk
From: Susan Wang [mailto:sales@obdtool.co.uk]
Sent: 4. April 2014 10:02
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend
 
Have a nice day
 
Confirming with my colleague today, we did not get it currently
 
The Hong Kong is special address for returning item, while our warehouse is in Shen Zhen, it usually take some days for us to get the returning item from Hong Kong, please wait another some days, ok?
 
Thanks for your understanding in advance
 
Any problem, please feel free to contact us
 
Best and regards
 
Susan

I escalated my PayPal dispute to Claim:

Quote from: Jarmo
4/7/2014 00:47 PDT - Buyer:

After my dispute I got returning instructions from seller. I sent the faulty item back as instructed. I can see from parcel tracking it has been delivered 1.4.2014, a week ago. Still the seller does not confirm they have received this faulty item. I would like to have a refund from my purchase 123,20 € plus returning cost 36,00 €.

And asked from obdtool.co.uk customer service if there is any status update:

Quote from: Jarmo
2014-04-07 13:48 GMT+08:00 Jarmo:

Hi
 
Any news?
 
BR
-jarmo-

And Susan, once again, answers with ridiculous excuse:
 
Quote from: obdtool.co.uk
From: Susan Wang [mailto:sales@obdtool.co.uk]
Sent: 7. April 2014 9:00
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend
 
Have a nice day
 
My colleague who is responsible for this, has asked leave for Ching Ming Festival
 
Will confirm with she after she come back tomorrow
 
Kindly regards
 
Susan

After two days I asked, once again for my money:
 
Quote from: Jarmo
From: Jarmo
Sent: 9. April 2014 9:09
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Dear Susan,
 
I really would like to have my money back. You have received this faulty unit 10 days ago, so you have had plenty of time to arrange the refund.
 
Regards
Jarmo

No answer.
 
Quote from: Jarmo
From: Jarmo
Sent: 10. March  2014 7:52
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Dear Susan,
 
Any news? Have your colleague back in office from Ching Ming Festival?
 
When will I get my money?
 
Regards,
Jarmo

No answer
 
Quote from: Jarmo
From: Jarmo
Sent: 11. March 2014 9:11
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Dear Susan,
 
I’m still waiting your answer. I really would like to get this done.
 
Regards,
Jarmo

Quote from: obdtool.co.uk
Sent: 11. May  2014 13:05
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend
 
Have a nice day
 
We have got your returning item on April 10th, will refund you later
 
Please check your paypal account
 
Any problem, please feel free to contact us
 
Best and regards
 
Susan

 At 12 May 2014 I got a message from PayPal resolution center, that PayPal will refund 123,20 €.
I waited two weeks and asked obdtool.co.uk to refund my returning cost.
 
Quote from: Jarmo
From: Jarmo
Sent: 25. May 2014 13:17
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Dear Susan,
 
I’m still waiting refund for returning cost of the faulty item.
 
Best regards,
-jarmo-


Quote from: obdtool.co.uk
Sent: 29. May  2014 10:57
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend

Have a nice day

We have got a email from paypal saying the money has been refund to you, please check:
Hello CAO JINLI,

PayPal has concluded the investigation of the following claim:
Refund amount: 123.20 EUR

Thank you for your cooperation.

Any problem, pls feel free to contact us

Best and regards

Susan


 

 
Quote from: Jarmo
Sent: 30. May 2014 8:39
To: 'Susan Wang'
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hello Friend

Yes, PayPal returned my money after they investigated my claim. Is this your normal way to handle faulty item returning cases? Do customer always have to raise a claim against you to get his money back?

What comes your returning policy, you state in your web page:
“Quality Issue: If our products do not work well when you receive it, or the item encounters crash in delivery, our return policy is open for you, we will exchange it free for you and undertake the shipping cost you ship back to us by ordinary airmail.”

So I would like to get my returning cost 36,00 €.

Best Regards
-jarmo

Quote from: obdtool.co.uk
Sent: 30. April 2014 11:40
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend

Have a nice day, glad to hear that you get the refund

It is not normal way to get refund like this, once we confirmed get returning item, and everything is ok, we also can refund the money to customer

But if the customer open case in paypal, we are unable to do refund before the case is closed, or paypal confirm the case and refund the money back to customer

Kindly regards

Susan

Quote from: Jarmo
From: Jarmo
Sent: 30. April 2014 11:44
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Thank you for information.

When will I get my 36,00 € for returning a faulty item?

BR
-jarmo-

Quote from: Jarmo
From: Jarmo
Sent: 9. May 2014 9:40
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hello

Still waiting your response?

BR
-jarmo-

Quote from: obdtool.co.uk
Sent: 12. May 2014 9:15
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi  friend

Have a nice day, hope you had a nice weekend

We are really unable to refund the 36.00EUR now

Kindly regards

Susan
 

Quote from: Jarmo
From: Jarmo
Sent: 12. May 2014 11:56
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hello Susan

So your return policy is just a lie. How you can lie to your customers?

Regards
-jarmo-
 

If you order from obdtool.co.uk be aware, that if you receive a faulty item, getting refund will be extremely difficult.

I think this is a bad way to treat a customer. I have bought from obdtool.co.uk shop two other diagnostics device (Lexia and AutoCom) which worked well. But in future I do not risk my money with this shop




-jarmo-

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Re: OBDTOOLS.CO.UK - My story
« Reply #1 on: May 23, 2014, 11:05:58 AM »
Update on this case...

Quote from: obdtool.co.uk
Sent: 12. May 2014 12:38
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
As it is little longer time

Please forgive

Kindly regards

Susan
 

Quote from: Jarmo
From: Jarmo
Sent: 16. May 2014 9:07
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hello

I do not understand. Just please answer this question: Will I get my 36,00 € or not?

If you answered “YES”, my following question is When I will get my 36,00 € ?

Regards
-jarmo-
 

No comment from obdtool.co.uk.

I shared my experience with obdtool.co.uk on two internet forums and informed obdtool.co.uk.

Quote from: Jarmo
From: Jarmo
Sent: 21. May 2014 0:45 GMT+08:00
To: 'Susan Wang'
Subject: RE: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Since you have stolen my money I published (so far) your way to treat your customers on two web pages:

1. http://forums.scamadviser.com/report-a-scam/obdtools-co-uk-my-story/    After my report obdtool.co.uk trust rating dropped from "100% trustable" to "10% high risk": http://www.scamadviser.com/is-obdtool.co.uk-safe.html Also your location has been corrected from UK to HongKong.

2. On Webutation page your score dropped to 40/100: http://www.webutation.info/go/review/obdtool.co.uk

I will keep posting my experience with you as many internet forums as I can so your potential customers can decide wether they are willing to risk their money with you or buy from other source.

Regards

-jarmo-
 

Fast response from obdtool.co.uk. They offered to return my money and give a discount if I later will order something from them. IF I would remove my negative feedback from internet:

Quote from: obdtool.co.uk
Sent: 21. May 2014 4:14
To: Jarmo
Subject: Re: New reply notification for Order #TL1403038328 at OBD Diagnostic Tools eShop

 
Hi friend

Have a nice day

Very sad to notice this in the morning

If you cancel the news on this website, we can refund you other 36.00EUR, and next time we can offer you better price

Any problem, please feel free to contact us

Best and regards

Susan
 

No way, Susan. I have invested countless hours my time just to bounce emails with obdtool.co.uk just to get my money back so my post will remain on forum as a warning. obdtool.co.uk can not buy me to be silent.

JamieG

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Re: OBDTOOLS.CO.UK - My story
« Reply #2 on: May 28, 2015, 09:11:55 PM »
This is typical of this company, I've also had a bad experience with them ripping me off with refunding items/postage

Please do avoid them.

 

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