We really apologize for this, lately the German repair center is so slow on repairs. I promise i will talk with our Boss again on Tuesday when we come back from Holidays and he will give us a solution.
Finally we will send you another Freebook replacement. Please be patient, because if Germany does not have a similar one, it needs to be sent from China to Germany and then to you. Otherwise you will need to pay customs, if we send directly from CHina.
I really apologize for this.
Thank you sincerely Maria for your efforts and the follow-up. I know that you do your best and that the answers and decisions are not your responsibility.
The response from Chuwi that you just sent me will also make a great story to tell about Chuwi! They have so far not missed any opportunity to show the smallness of their customer service.
So after almost a year of hassle and after having paid twice 18 euros in shipping costs for repairs that have not given any result, I have to pay customs fees out of my own pocket! Fees that can sometimes exceed the price of the product itself! They are truly insolent beyond words at Chuwi. It is all their fault and it is up to me to pay!
So their proposal does not suit me.
I want a PC of the same level, new and not a second-hand one or one with lower performance.
If there are fees to pay, it is up to Chuwi to assume them. They supposedly have centers in Europe to supply products to European customers! Why do I have to wait for them to deliver it from China and pay taxes on top of that!
Or they will refund me, itās easier even if it doesnāt compensate for the frustrations and a year of not using the product.
I just checked and unless Iām mistaken about the model, which is not the case, the freebook 360 is available on the European store and therefore deliverable very quickly and without taxes or charges. Chuwi has no excuse now. Iām waiting for the tracking number of the shipment.
If you provide me with a 100% discount code for the freebook 360 model (or better), I can reorder it myself via the website https://eu.chuwi.com, without having to wait a year for Chuwi customer service to do it!
Hello Maria.
Have you heard from your boss? I guess it will take him 6 months to respond. Thatās the standard at Chuwi!!
It seems like this is a punishment they are giving me. While itās all their fault: equipment and service!
Iām going to order a Samsung tablet for my son whose freebook360 is still being repaired and has not been used for over 6 months. I canāt inflict any more on him, the lessons canāt wait! Itās a big expense that I would have liked to avoid but I have no choice.
I canāt wait any longer, especially since your boss finally agreed to send a new device weeks ago and since then, nothing, silence. also, he had implied that there could be fees. This is not acceptable and this is also the opinion of the consumer protection services that I consulted. I should normally receive compensation in addition to the PC and the refund. I bought a product in a store in Europe and Chuwi, must comply with CE requirements. Even the one-year warranty is illegal.
Now I have to order another PC from another brand and I am asking for a full refund of the freebook 360. As for the stylus, mouse and case, I will throw them away.
I hope that his brotherās other freebook will not break down too. This is already the case for a freebook purchased by a member of our family. I think that goes without further comment.
Thank you Maria for asking for an immediate refund. I donāt think it is good for anyone to go into more conflicting procedures.
Hi Maria,
I have not received any response regarding my legitimate requests. Should I take legal action? It will just create more bad publicity for Chuwi. I will win in the end and it will open the door to other complaints in Europe I am sure, if it is not already the case. Why are they so hard to refund me? What is happening is simply theft. I have neither the PC nor the refund and I have to run after the after-sales service.
Hi Maria,
I think your boss is not letting you answer anymore !
The laptop is on the way to Germany from CHina, that is why i did not update, once it arrive to Germany it will be sent to you. Im waiting to ask when i t arrives to Germany. As i said it was the only way to avoid you paying tax.
The laptop is on the way to your home, i answered you form the support email with the tracking number and i will write you PM also here, just in case.
We really apologize for all this. But we hope finally you can work with the computer.