On 03/03/2019 I bought a flashlight for about 180 Euros (210 USD) online from Banggood. That flashlight is a very strong one (the 2nd strongest one in the world) that's why it is suprisingly expensive. 6 days after receiving the item a problem came up with re-charging the battery. So I contacted the Banggood support and asked for returning the device to receive another one without a defect. Please follow the email conversation below which rests until today and still has not come to an end:
09.03.2019 / 9:15 by marc@waesche.org (from the processed formular input)

Hello!I really love this superstrong flashlight but there are issues with the recharging process. When the battery is empty or nearly empty (which is also displayed on the small item screen) enabling the charger cable does not start recharging. If trying it around 100 times the charging process starts in one case but even then it sometimes stops after a while. So it seems to be an issue with the battery or the battery connection or (from my point of view most probable) an issue with the software/battery sensor.



09.03.2019 / 09:43 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your email and order 61083936.
We truly understand how frustrated you are and feel terribly sorry for all the inconvenience caused. But we sincerely hope you can give us a chance to fix this issue and give you a satisfactory solution.
First of all, according to Banggood warranty policy, could you please send us some photos to show the detail of this issue, so that we could confirm this problem and find out the root cause more effectively.
1.The photos of shipping label and SKU bar code, which stick on the package of the parcel and the product protecting bag
Please kindly make sure that the issue with your device is obviously shown in the photos. Therefore, we are able to locate the issue swiftly and solve it within the shortest duration.
Sorry for the inconvenience caused and we will keep waiting for your reply.

Best regards,
Victor



10.03.2019 / 22:53 by marc@waesche.org

Dear Victor,

thank you for your email!
Attached please find three pictures of the product I alreay uploaded to you together with a link to a video. Also I added three pictures of the package label.

Best regards
Andrea



11.03.2019 / 10:19 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.
Could you please try the solutions below?

1. Please try to charge your item for more than 5 hours.
2. If it doesn’t work, please change the cable and charger.

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



11.03.2019 / 17:39 by marc@waesche.org

Dear Pauline,

I tried both without any change. The flash light is still not loading.

Best regards
Andrea



12.03.2019 / 8:47 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

If you can't fix the problem, is it possible for you to find a local service shop where you can have your item's problem repaired? Please be kind to consult about the repair expense and then inform us beforehand. If the expense is reasonable we will refund you the full repair expense. It is the fastest and most convenient way to solve out the problem. If the repairing requires disassembling the device, please kindly in form us beforehand since disassembling will cause invalidation of warranty. What do you think of this solution?

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



12.03.2019 / 15:07 by marc@waesche.org

Dear Pauline,

I can try that. But I am not very optimistical. The technical problem seems to be deep inside. The voltage sensor or the software itsself. For both it will be hard to find an expert. I try it today in the local electronic repair shop.

Best regards
Andrea



13.03.2019 / 8:54 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

Thank you for your understanding and cooperation. Please inform us as soon as you have further information.

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



13.03.2019 / 18:17 by marc@waesche.org

Dear Pauline,

Unfortunatelly it did not help. The electronic expert told me that he made some measurements. The battery is okay and also the power adapter is okay. But if the adapter is switched into the charging socket there is no power arriving the device. He said that it is probably a fuse, a sensor or a converter. All of this items are firmly installed inside of the lamp and cannot be uncovered. I paid 10 Euros for the investigation but that's okay. I paid it on my own.

I am afraid that I must return the item to you. May be it is enough to send you the head of the lamp (the upper part with the lamp itsself and the electronic part). The other part is the battery and that part is okay.

Best regards
Andrea



13.03.2019 / 19:37 by marc@waesche.org

Dear Pauline,

I checked the prizes for sending back the upper part of the device. cheap: 16 Euros - but without tracking and long transportation time of about 16 days expensive: 33 Euros - fast transportation time of 4 days and full tracking (Sending the full flashlight is more expensive.)

It seems there is no middle way for the case that tracking is a must. Do I have to pay the costs? If so, can you add my some points to my BG account for compensation?

Best regards
Andrea



14.03.2019 / 11:57 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

We would like to inform you that we have reported your problem to our supplier. But they need a video showing that your product can't be charged normally. Could you please offer this video to us?

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



14.03.2019 / 17:52 by marc@waesche.org

Dear Pauline,

Yes, sure. Please find the video here:
https://www.dropbox.com/...
Or download it as a zip file here:
https://www.Andrea Stefan.com/A/...

Best regards
Andrea



15.03.2019 / 9:51 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

Thank you for your understanding and cooperation. We will report your video to our supplier. Could you kindly wait for more 48-72 hours?

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



20.03.2019 / 17:20 by marc@waesche.org

Dear Pauline,

Was there still no answer from your supplier?

Best regards
Andrea



21.03.2019 / 10:39 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

We are sincerely sorry that our supplier have not replied us until now. Could you kindly wait for more 48 hours?

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



26.03.2019 / 1:08 by marc@waesche.org

Dear Pauline,

What now?

Best regards
Andrea



26.03.2019 / 13:08 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

We are sincerely sorry that our supplier have not replied us. Could you kindly wait for more 72 hours? We beg your understanding.

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



26.03.2019 / 15:41 by marc@waesche.org

Dear Pauline,

If this are the last 72 hours to wait, okay. Otherwise I must point to the fact that the device's battery will come to a deeply discharged status sometime and that will destroy the battery.

Best regards
Andrea



27.03.2019 / 4:13 by cservicesz@banggood.com

Dear Andrea Stefan,

Sorry for the problem with your item 1178107. We suggest you to take out the insulating sheet, and use alcohol to wipe the connector between flashlight head and battery band, then tighten the head and battery band together for charging 4 and a half hours.

During charging, you could double press the power button for checking voltage. When the battery is full, the voltage is 16.8V

We hope to hear from you again and whether you achieved any results.

Have a nice day.

Best regards,
Victor



27.03.2019 / 8:50 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

We would like to inform you that we can resend a controller to your original address for the problem. Could you accept that?

If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



27.03.2019 / 21:24 by marc@waesche.org

Dear Pauline,

Thank you for that offer! But just to make sure: What do you mean exactlly with "controller"? I can divide the flashlight into two parts: The head (containing the led lamps and the electronic parts) and the battery. If you mean the complete head with "controller" I agree. If you mean a part inside the head I cannot accept it because the flashlight head cannot be disassembled without manufacturer tools and the expert knowlege. Attached two pictures from the head.

By the way: Simultanously to your email I also received a support email from Victor (cservicesz@banggood.com) recommending to clean the connector between head and battery with alcohol and then charge for 4 1/2 hours. I did so and bought connection cleaning alcohol but that did also not work.

Best regards
Andrea



28.03.2019 / 10:45 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

We are sorry that our supplier still want some clear photo for your problem.

Could you please offer a photo for the complete part to us?



If you have any other questions about our products please feel free to inquire.

Wish you a good day.

Best regards,
Pauline



29.03.2019 / 2:14 by marc@waesche.org

Dear Pauline,

I really appreciate your engaged help. But meanwhile it seems to me that you (or the supplier) think that I have a different device. I have an Imalent flashlight, model "DX80". I cannot dissasemble it to uncover any mainboard/controller as the picture you sent to me displays. I sent again some pictures from the flashlight. (attached)



Best regards
Andrea



29.03.2019 / 10:29 by cservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936. We want to express our genuine apology for all inconvenience caused.

We are sorry that we made a mistake in our last email.

Sorry for the problem with your item 1178107. We suggest you to take out the insulating sheet, and use alcohol to wipe the connector between flashlight head and battery band, then tighten the head and battery band together for charging 4 and a half hours.

During charging, you could double press the power button for checking voltage. When the battery is full, the voltage is 16.8V.

We hope to hear from you again and whether you achieved any results.

Have a nice day.

Best regards,

Pauline



29.03.2019 / 15:53 by marc@waesche.org

Dear Pauline,

How I explained you in my email from 27/03 I already tried it with alcohol but without success.

Best regards
Andrea



30.03.2019 / 7:45 by cservice@banggood.com

Dear Andrea Stefan,

Order number: 61083936

Thanks for your email to notify us of the difficulties you have been experiencing with our shop recently.

We are very sorry for such destabilizing encounters you have been faced with. One of our strengths is the way we respond to our customers promptly. We fully understand the inconvenience caused.

Hopefully, we will provide you further solution within 48 hours. If by any chance you failed to receive response from us, please feel free to contact us again for further solution.

Please accept our sincere apology for the difficulties we have caused you. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times.

Thank you for your patronage.

Best regards,

Pauline



2.04.2019 / 16:48 by marc@waesche.org

Dear Pauline,

I politely ask again now for a solution. Meanwhile we passed too much options I think:

- asking for sending pictures (three times)
- sending me to an electronic shop
- asking for cleaning the device with alcohol (two times)
- sending me informations for the wrong device

So I also politely ask you to forward this warranty issue to your supervisor if you have no solution now. Due to not finding a solution within 4 weeks I am not very optimistical.

Best regards
Andrea



3.04.2019 / 10:45 by Warranty@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936.We want to express our genuine apology for all inconvenience caused.

Is it possible for you to find a local service shop where you can have your item's problem repaired? Please be kind to consult about the repair expense and then inform us beforehand. If the expense is reasonable we will refund you the full repair expense. It is the fastest and most convenient way to solve out the problem. If the repairing requires disassembling the device, please kindly in form us beforehand since disassembling will cause invalidation of warranty. What do you think of this solution?

If you have any other questions about our products please feel free to inquire.



Looking forward to your reply.

Have a nice day.



Best regards,

Vansen



3.04.2019 / 13:34 by marc@waesche.org

Hello Vansen!

As I wrote before I was already in an electronic shop but it cannot be repaired because the device cannot be opened without special tools from the manufacturer. You (in person of your colleague Pauline) send me always the same recommendations. Since 4 weeks now. Please forward this issue to your supervisor. Someone must get an overview about all the communication we had. Otherwise I will be trapped in this loop forever.

Best regards
Andrea



4.04.2019 / 7:42 by Warranty@banggood.com

Dear Andrea Stefan,

Order number: 61083936

Thanks for your email to notify us of the difficulties you have been experiencing with our shop recently.

We are very sorry for such destabilizing encounters you have been faced with. One of our strengths is the way we respond to our customers promptly. We fully understand the inconvenience caused.

Hopefully, we will provide you further solution within 72 hours. If by any chance you failed to receive response from us, please feel free to contact us again for further solution.

Please accept our sincere apology for the difficulties we have caused you. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times.

Thank you for your patronage.

Best regards,

KAY



3.04.2019 / 13:34 by marc@waesche.org

Hello Kay!

I sent such a video three times already. Don't you have access to the whole conversation? I'll send a 4th time a video later today.

Best regards
Andrea



4.04.2019 / 7:42 by Warranty@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936.We want to express our genuine apology for all inconvenience caused.

Sorry for keeipng you waiting,would you please record a new video to show the item issue Double-click the switch button while charging to see what the real-time voltage is.?

We need to confirm issue "Double-click the switch button while charging to see what the real-time voltage is."

If you have any other questions about our products please feel free to inquire.

Have a nice day.

Best regards,

KAY



4.04.2019 / 23:26 by marc@waesche.org

Hello Kay!

Video is attached.

Meanwhile I am not interested any longer in trying to repair the flashlight. I only want to return it to you and have my money back. All this 4 weeks taking senseless support chat with asking the same questions again and again was a real desaster. If it takes just one week more I will write all my experiences down and publish them in the german Goods from China board. Sorry that this may sound a bit rough but real rough would be to publish my experiences without having offered a warning in time. This is nothing against you, Kay, as you are involved just since a short while. It is against the BG support overall.

Best regards
Andrea



7.04.2019 / 8:21 by androidservice@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936.We want to express our genuine apology for all inconvenience caused.

We just get a reply from the supplier, would you please offer photos to show the item serial number,it starts with IM ,you can find the serial number in the item body or in the packing box.

If you have any other questions about our products please feel free to inquire.

Have a nice day.

Best regards,

KAY



7.04.2019 / 16:13 by marc@waesche.org

Hello Kay!

I think you mean the one which I already sent by email on 10/03...
It is attached again.

Best regards
Andrea



8.04.2019 / 12:22 by androidservice@banggood.com

Dear Andrea Stefan,

Order number: 61083936

Thanks for your email to notify us of the difficulties you have been experiencing with our shop recently.

We are very sorry for such destabilizing encounters you have been faced with. One of our strengths is the way we respond to our customers promptly. We fully understand the inconvenience caused.

Hopefully, we will provide you further solution within 24 hours. If by any chance you failed to receive response from us, please feel free to contact us again for further solution.

Please accept our sincere apology for the difficulties we have caused you. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times.

Thank you for your patronage.

Best regards,

KAY



10.04.2019 / 1:55 by marc@waesche.org

[ reminder ]

Best regards
Andrea



10.04.2019 / 12:02 by androidservice@banggood.com

Dear Andrea Stefan,

Thank you for contacting us.

We are really sorry for the inconvenience caused to you. We are now checking this problem with our colleagues from the sales department and we are now waiting for their reply.

Hopefully, we will provide you further solution within 24 hours. If by any chance you failed to receive response from us, please feel free to contact us again for further solution.

We hope for your understanding on this matter.

Best regards,

KAY



13.04.2019 / 19:40 by marc@waesche.org

reminder (email no. 20)



10.04.2019 / 12:02 by androidservice@banggood.com

Dear Andrea Stefan,

Thank you for contacting us.

We are really sorry for the inconvenience caused to you. We are now checking this problem with our colleagues from the sales department and we are now waiting for their reply.

Hopefully, we will provide you further solution within 24 hours. If by any chance you failed to receive response from us, please feel free to contact us again for further solution.

We hope for your understanding on this matter.

Best regards,

KAY



15.04.2019 / 23:41 by marc@waesche.org

reminder (email no. 21)



16.04.2019 / 12:27 by Warranty@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936.We want to express our genuine apology for all inconvenience caused.

We received an empty email from you,would you please send it again?

If you have any other questions about our products please feel free to inquire.

Have a nice day.

Best regards,

KAY



16.04.2019 / 15:38 by marc@waesche.org

Hello Kay!

That email was not empty. It was a reminder that you asked 5 days ago to wait for other 24 hours. But to be honest: I waited enough now. You and Pauline asked me 13 times(!!) to wait 24 hours more. It's enough. Please tell me the address where I can send back the broken device. Banggood was selling the device to me, not Imalent. You can communicate with Imalent as the manufaktorer internally. I do not want to wait any longer. I asked Pauline to forward this issue to her supervisor. She just ignored it. But this time, if you again ask me to wait for xy hours I insist to get in contact to your head of customer care.

Best regards
Andrea



17.04.2019 / 8:42 by Warranty@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936.We want to express our genuine apology for all inconvenience caused.

Would you please offer clear photos to show the item serial number?The number is start with IM.You can find it in the packing box or in the item body.

If you have any other questions about our products please feel free to inquire.

Have a nice day.

Best regards,

KAY



17.04.2019 / 15:35 by marc@waesche.org

I HAVE SENT IT ALREADY!!!!! THREE TIMES!!!!!!!!!!!!!!
Please keep me in contact with your supervisor now!

And again I have attached the picture to this email! Thank you,
Andrea



19.04.2019 / 9:34 by Warranty@banggood.com

Dear Andrea Stefan,

Thank you for your feedback regarding order 61083936.We want to express our genuine apology for all inconvenience caused.

Sorry to inform you that we have not receive the photo of the item serial number.The serial number is start with IM.You can find it in the packing box or in the item body.

After we confirm the item serial number,we will offer solution for you.

If you have any other questions about our products please feel free to inquire.

Have a nice day.

Best regards,

KAY



19.04.2019 / 23:22 by marc@waesche.org

Hello!

I sent it again yesterday. The 4th time. Do attachments not reach you? You can download the picture from www.Andrea Stefan.com/A/banggood.jpg or take the the IM written here: IM 18127633
Also I repeat that I insist to be connected to your supervisor.

Best regards
Andrea