CS Knowledge Base - Customer Complaints Procedure

Customer Complaints Procedure

Phone Call Contact:

CSR will answer the phone and start adding call information in our CSR Call Log.
If the Customer has a complaint, Representative will start asking probing questions to find out what product they have and what the issue may be. Examples of questions are: “How long has the item been in use?”, “How is the item not working?", “How long have you have this item for?”
Once these questions are asked, Representatives provide troubleshooting (if applicable) by viewing the troubleshooting steps in our CS Knowledge Base.
If there are no troubleshooting steps provided or are not applicable, Representative will then ask Customer if Etekcity can send them a replacement item. Customer can agree to receive a replacement or a refund.
If Customer wishes to receive a replacement or a refund, we will ask Customer to provide us with their email address. Representative will send them a follow-up email asking for further order information to be able to process either the replacement or refund. These email templates and can be found in our knowledge base:

REPLACEMENT: Request

Hello,
Thank you for contacting our support team. We are glad to have the chance to assist you. We would be happy to look into sending a replacement. In order to process this request, we will need the following information:
- PDF or screenshot of the order invoice (must include all order details)- First and last name- Preferred shipping address- Phone number
Let us know if you have any questions, and we look forward to your reply.

REFUND: Request

Thank you for reaching out to our team. We are glad we have the chance to assist you with your refund request. To proceed, please reply with the following information:
- PDF or screenshot of the order invoice that includes the full order number, as well as the amount paid.- First and last name- Current shipping address - Phone number
Please note that refunds from different sellers are processed differently, meaning the amount may be refunded to the original form of payment or as a digital gift card. As always, if you have any questions, please let us know. We look forward to your reply.

6. Once Customer has responded with their information, we will validate their order to ensure it is covered by the manufacturer's warranty. The replacement or refund will be processed in either the Etekcity RMA Sheet or the Arovast RMA Sheet (depending on the brand).

7. Management will be notified and will determine if the item is to be returned back to Etekcity for testing (done by the Supplier).

8. If the item is needed back for testing, Representative will notify the Customer and Etekcity will email them a pre-paid return label. Customer will print and use the label to drop the package off at the nearest FedEx location.

9. Etekcity will then receive the item and provide it to the customer service (CS) team.

10. The CS team will receive and process the item add it to the RMA’s to Collect and Test sheet to record that the item has been received on our end.

11. Once fully processed, the CS team will send the item back to the warehouse to ship to Supplier.

12. There are certain instances in which the Supplier will ask the CS team to test the product before it is sent to them. This will help determine whether the issue was user error, or if the item is defective. For example: not turning on/off, resetting the unit, etc…

13. Supplier will send updates as needed.

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