Alibaba Faulty Products

[owas]

Anyone here have experience with claiming a refund via Alibaba. We opened a dispute and they wanted us to show an example of each unit being faulty, as this was practically impossible they then closed the request in favour of the seller. Surely there must be some fault ratio?

 

[Paul Kelly ICHYB]

This one of the issues with long distance transactions.

How did you pay?

What does it say in T&C's relating to the order (maybe Alibaba's standard)?

 

[MOIC]

What's the product?

What's the fault?

 

[paulears]

I've always believed that Alibaba's responsibility ends once you agree the items have arrived and are up to standard. Faulty items then need to be managed with the supplier, and frankly - they don't do very much. My faulty item pile is growing, just a hazard of selling from suppliers in far away places. I do have a couple of lines that are more expensive - retailing for £600 or so - and I do have an agreement for the return and credit on faults, that they see via video. I lose the shipping back, they lose the return. I've only had a couple of items needing this return but they honoured it.

 

[owas]

What's the product?

What's the fault?

headphones, not cheap copies but not branded either.

 

[owas]

I've always believed that Alibaba's responsibility ends once you agree the items have arrived and are up to standard. Faulty items then need to be managed with the supplier, and frankly - they don't do very much. My faulty item pile is growing, just a hazard of selling from suppliers in far away places. I do have a couple of lines that are more expensive - retailing for £600 or so - and I do have an agreement for the return and credit on faults, that they see via video. I lose the shipping back, they lose the return. I've only had a couple of items needing this return but they honoured it.

I believe so, Alibaba decided in the seller's favour, as I did not upload a video of each item as faulty. I asked support how on earth am I expected to check each item and upload a video and they basically shrugged their shoulders.

Surprisingly, the seller has offered to accept them back ad exchange them for another product.

 

[MOIC]

headphones, not cheap copies but not branded either.

What's the fault and is it the same fault throughout all the faulty items?

 

[owas]

What's the fault and is it the same fault throughout all the faulty items?

don't connect via Bluetooth, and so far tested about a quarter of the stock, on different "compatible" devices.

 

[MOIC]

don't connect via Bluetooth, and so far tested about a quarter of the stock, on different "compatible" devices.

If that's the case it maybe that the Bluetooth version on your headphones is an old version and not compatible with the devices you are trying to connect to that may have a newer version.

Devices with a Bluetooth version of 4.0, 4.1, 4.2 & 5.0 may not be compatible with headphones that have a Bluetooth version of 2.0.

The later versions are backwards compatible.

Did they say it will connect to ALL devices, irrespective of the Bluetooth version?

First thing to do is ask the factory what Bluetooth version is used on their product and if it's compatible with all Bluetooth versions.

Once you have this information, you will be better placed on how to handle the problem.

 

[enous]

If you place a Sample order, then its really hard to get refund. you can check below for more info.
Alibaba tricks:

 

[owas]

If that's the case it maybe that the Bluetooth version on your headphones is an old version and not compatible with the devices you are trying to connect to that may have a newer version.

Devices with a Bluetooth version of 4.0, 4.1, 4.2 & 5.0 may not be compatible with headphones that have a Bluetooth version of 2.0.

The later versions are backwards compatible.

Did they say it will connect to ALL devices, irrespective of the Bluetooth version?

First thing to do is ask the factory what Bluetooth version is used on their product and if it's compatible with all Bluetooth versions.

Once you have this information, you will be better placed on how to handle the problem.

thanks, it is possible this is the problem, but we have also tested them on several different devices they are meant to be compatible with. The main issue I have is how on earth do Alibaba expect the buyer to provide proof of fault if an entire line is corrupt?

 

[owas]

If you place a Sample order, then its really hard to get refund. you can check below for more info.
Alibaba tricks:

thank you, some really useful tips here.

 

[fisicx]

The main issue I have is how on earth do Alibaba expect the buyer to provide proof of fault if an entire line is corrupt?

They don't. They are just the marketplace. Your contract is with the seller not Alibaba

In any case, the goods aren't faulty, they are just incompatible with the current version of bluetooth on the devices you have tested. What does it say about bluetooth standards in the contract?

When you got the samples did they pass all the tests?

 

[CHUKTC]

You would do well to remember Alibaba is run primarily for the benefit of Chinese suppliers, who ultimately fund the company. Many people make the mistake of thinking they operate like a western seller platform (of which there are many) - they do not. Their loyalty is very firmly on the side of the seller. It is therefore an uphill struggle to get them to intervene and help. As Paul has said earlier once the goods are delivered they largely consider their responsibility has ended.
The key to successful trading is to know who your supplier is and who you are dealing with. Make sure you understand fully the specification of what is being sold (especially for electrical products) and to make sure you have a good contract with he seller to cover issues of problems and how they will be handled and resolves. This should include but not limited to how the company will accept evidence of malfunction/damage - returning faulty items to China is rarely an option you would consider acceptable.

 

[MOIC]

When you got the samples did they pass all the tests?

Did they?

If they did and the production run is different (which you can prove), then you can physically prove the difference.

A video of a number of headphones (say 5% - 10%) not connecting should show the problem clearly.

Could well be that they used a cheaper chip than what was originally specified.

Bluetooth versions are normally printed on the packaging as well as on the instruction sheet.

 

[fisicx]

It’s also possible the samples passed the tests because they are the latest model but the main order was old stock.

 

[Mr D]

I believe so, Alibaba decided in the seller's favour, as I did not upload a video of each item as faulty. I asked support how on earth am I expected to check each item and upload a video and they basically shrugged their shoulders.

Surprisingly, the seller has offered to accept them back ad exchange them for another product.

What else are you expecting Alibaba to do when you do not provide videos of each faulty item?

What exactly does your contract with Alibaba say about disputes?

 

[bells-couriers]

I ran into an issue also with headphones from Alibaba, products were sealed and naturally i wanted to sell them that way,

out of 200 40+ came back faulty Alibaba and the supplier simply didn't want to know, I can't help but from personal experience I've learned to avoid anything electrical from China,

I've since moved on to products such as wall mount tv brackets, Silicone coolant hoses sets for popular performance vehicles, and even simple iphone cases, fitness posture products and am pleased to report not a single complaint since moving away from electricals.