On Monday, Paul Thompson wrote about a refund (or shall we say dividend) that he gets every Christmas from his Electric Co-op. When I read Paul’s story, I decided that I just had to write about my Christmas Refund experience this year.
Over the past 3 or 4 months, I have been wanting a nicer cellphone. I had a fairly decent one, a Samsung Galaxy Y, which is an Android Smartphone. But, I wanted one with a bigger screen, something that I could use as a replacement for two of my current devices, my phone and my tablet. Why carry two devices when one will do the job? So, there were two phones that I wanted were either a Samsung Galaxy Note 2 or a Samsung Galaxy S3. Both phones have around a 5″ screen. Problem is that each of these phones runs around P30,000 to P34,000. That’s about $800 or so. There was no way I was going to spend that kind of money for a cellphone, though. So, I figured that I would wait until the prices fell, but my problem was that the most I would pay would be maybe about half that amount. It would take a long time for the price to drop that far, I though!
Well, in November, I started hearing about a new cellphone company called Cloudfone, which is a Filipino company. They purchase cellphones from China and re-brand them to the Cloudfone brand. I saw one model that they had which is the Cloudfone 500g. I fell in love with it. It had a 5″ screen, and all the features I wanted. The price? P6,999. That’s about $175 or so. Wow, I could not believe it. I read lots of reviews online and they were all good. A few days before Christmas, I sent my niece to the mall with the money to purchase the Cloudfone for me. An hour or so later she came home, Cloudfone in hand. I had a new Christmas present! I played around with the phone for a few hours, and I loved it.
Upon seeing my new Cloudfone, Feyma played with it a bit and fell in love with it too, so the next day, we bought a second one for her Christmas present. Later in the day, we decided to get a third one, as my niece would love to have one and it would be useful for her work (she works for me). So, all in all, we had 3 new Cloudfone 500g’s under the Christmas tree. When Christmas came and we all opened our new phones (my niece was very surprised, she never expected to get one of these), we were all very happy with our new gadgets! After a few hours of setting up everything, importing all of the data from our old cellphones, etc, and time playing and testing out the Cloudfones, there was trouble in paradise.
Trouble in Paradise
What was the trouble? Well, Feyma discovered that the camera on her new phone did not work. I told her she better take it in and get a replacement unit. You don’t want to wait too long, because here in the Philippines it is only for a few days after purchase that they will replace the item. Refund? Ha ha. Forget that! It will not happen. So, Feyma was off to the mall (can you believe the malls are all open on Christmas day?) to get a replacement for her Cloudfone. While she was gone, I got a call on my cellphone. I went to answer it and found that my new phone could not be answered! No matter what I tried, it just kept ringing. Soon the phone crashed and I had to start it again. I started testing it and found that indeed, you could not answer the phone! Oops! Another defective Cloudfone. Feyma got home and I told her of my problem. We tested her Cloudfone and it was the same as mine, you could not answer the phone!
We next checked my niece’s phone, and everything worked fine on it. She was happy about that, but I was thinking that I gave her the wrong phone… that one should have been for me! 😉 Just kidding. So, anyway, out of 3 Cloudfone’s purchased, we had two defective units, and one of those defective phones was a replacement for another defective phone! Ouch!
Next, we went to the dealer and told them that we wanted a refund. They fought that very hard. They said they would think about it and call us the next day. The next day, they texted Feyma and told her that we could exchange for a different model if we wanted (didn’t mention anything at all about a refund). Feyma told them that we did not want any other phone, if the Cloudfone could not be provided in working condition, we would just stick with our Samsung phones. Didn’t hear anything back. The next day, Feyma called the store and talked to them. They were very reluctant to give any refund, so Feyma got the phone number for their Corporate office here in Davao, and called to speak to somebody higher on the ladder. After explaining the whole situation, the person at the Corporate office agreed to give Feyma a refund! So, the next day, Feyma went there, and a refund was actually given!
In my 13 years of living here, this is the first time I ever remember being able to get a refund on an item. Feyma was persistent, though, and demanded the refund. She got it. Kudos to Feyma for that.
Is business changing in the Philippines? Are companies more likely to give refunds now, based on our experience? I don’t think so. If they were more willing to give refunds, they would have done it without having to climb the corporate ladder in seek of our money back. But, I guess this shows that persistence can pay off, at least in some cases.
What about the phone? Well, I went back to my Samsung for a while, but ended up buying a phone similar to the Cloudfone. This is a Cherry Mobile Titan with a 5″ screen, Android 4.0 and all the features I was hoping for! I’ve been using it for a few days now, and so far everything is working as it should! To be honest, I love it!
good for you feyma and hey where is my new phone? hehe maybe its still under your tree and you all missed it.
Hi Donna – hey I had a new phone under the tree for you but you never showed up to receive it, so I took it myself. Thanks for the phone! Ha ha
GOOD ON u BOB FOR STIKING TO UR GUNS AND GET UR MONEY BACK MATE A GOOD POSTING AND A HAPPY NEW YEARS TO U AND UR WIFE AND FAMLIY OK GOD BLESS…PETER MARTIN TASSIE
Thank you Peter! It is very difficult, nearly impossible to get a refund in the Philippines!
Well this probably doesn’t count but I was able to get a refund on a sink stopper at my local hardware company. Yup, a whole P130. No argument, but I did ask her when I bought it if I could return it if I found a better one. I bought the best they had it seems. So I probably have another 13 years to see another refund 🙂
Good to hear the new phone is working out, now that you’ve had it a few days.
Maybe business in the Philippines is loosening up because getting a refund has basically been unheard of.
Glad to hear that your transaction worked out well!
I’m impressed, I learned a little trick this week that I will share. I bought a refundable one way ticket on Philippine airlines from MNL to HKG on the 12th of December, I was told that getting my money back would be easy by the girl at the airport that sold it to me. While after 5 emails and 7 calls, I got no where with getting my money back, so I took it to social media. With in 5 minutes of posting my issue and explaining that I was taking the issue to the govt, I had a response from PHL with instructions on what I needed to do for them help me, once I complied I got a call in 20 minutes from a man at the airport, we discussed the issue and he reversed the charges while I was on the phone.
I think these companies are starting to realize the power of social media. Try it some time…
Hi Dirk, you sure are right. I have a large social media presence. I have more than 4000 Facebpok friends. If IT have a customer service problem I usually only have to mention that I will write about it on Facebook and I get results quickly.
Bob,
A refund? A real refund? The stars are realigning, the world must be on a new axes, and the polar caps are reversing. Feyma is now my new hero, may songs be written and celestial choirs sing her praise. A Refund? Unheard of, until now!
By the way, my 1,200 peso Cherry Mobile phone is still chugging along trouble free.
Paul, my friend, you have broken the manly mans code of honor! All that praise you heaped on Feyma? I will never hear the end of it if she reads this! It was pretty impressive though!
I have found in the past, the Philippine company or Brand will do their best to ignore you in the hope you will go away. It has been an effective business practice for a long time. Yet people here in the Philippines have started to wake up and they are changing their thinking. Business practices will change over time. Good to see miracles do happen in regards to Feymas refund.
You know Boss, upon further reflection, I think there may be some fundamental change happening. You are right, a miracle!
Glad you are happy with your new phone(s) Bob. I think if I bought three of something and two didn’t work my confidence would be lost. On the other hand though, with some electronics, if it works out of the box, and you look after it, chances are it will keep on working. Samsung do make some nice products; I tried one a few months ago but I just couldn’t get to like the android thing.
Anyway, Happy New Year and good luck with your “devices”.
Hi Jim – Thanks! I like Android devices a lot myself. I was even toying with the idea of using the Android operating system on my laptop, but decided to stick with Windows, though. 🙂
Have a great New Year, Jim!
Hey Bob,
I remember as a child back in the 60’s (ok, I’m dating myself) there was Sears, J.C. Penny’s, and Montgomery Wards. They all gave refunds no questions asked as long as you had your receipt. So, the way I figure, Philippine business practice is at least 50 years behind the curve.
Hi Hudson – I hear you, and I can’t argue a bit with that! 😉
Some times things are cheap for a reason.
Yes, of course that is true. But, some things are also a good value. The Titan phone I am using now is great and I have found no problems with it.
Hi Bob, so that’s cloudfone. Ha ha you know what first time I’ve heard or seen of it was earlier in the mall. I was actually looking at the sign where it says Ice Cream sandwich. He he. Cherry Mobile tablet android is good it’s like 5 k 6k some if people can’t afford iPad or Samsung.
Hi Sugar – I like my Cherry Mobile Titan, and I have used it as a replacement for my Samsung Tablet and my Samsung phone. I enjoy it a lot! I hope you got something nice for Christmas!
Very wise letting your wife solve the problem. If you had tried to solve the problem, you could have been in deep trouble.
A couple of years ago we were have a problem with Globe, we were paying for a 3mb Internet connection, but all we had was a dialup. I kept getting the run around.
Finally my wife got fed up with the run around were getting, when I was on the phone. She took the phone, said she was writing a letter to her cousin, and that it would be hand carried to Manila, by one of his assistants, and that her cousin was the Congress person for our district.
The problem was solved in less than 24 hours.
Hi Fred – I love that story. One thing is really true in the Philippines… who you know makes a big difference in what you can accomplish! Knowing a Congressman is like having a pile of gold! Glad you got your problem fixed!
well bob.. a china made phone??? good luck on that. hahaha
anyway, as for getting a refund, the trick is, always raise your voice and threat them that you will get the local DTI involve with the issue, most companies in the philippines will bully you to prevent you from getting your refund, but once you threatened them of getting the DTI involve, believe me you, they will probably give you the moon and stars just don’t let the DTI people get involved.,
there’s a RA 7394 consumer protection act. http://www.dti.gov.ph/uploads/DownloadableForms/RA%207394%20-%20Consumer%20Act.pdf
Hi Dans – Thanks for dropping by! Haven’t heard from you for a while. I hope you had a nice holiday season.
These day, it seems, a large percentage of phones are made in China. I don’t have a problem with it. Even iPhones are made in China!
Very true. I remember when I was a kind, things “Made in Japan,” were considered cheap. So, too, with China. Now much of the technology that we get comes from China (whether we know it or not).
Tom
That is so true, Tom. I am sure you have heard about the town in Japan that was renamed USA, Japan
They manufactured many items there and marked them “Made in USA.”
I did indeed. I find that so hilarious (and smart all at the same time!).
Tom
It is certainly a good story!
Bob,
Glad the Cherry Mobile Titan worked out fine. I’ll have to check it out when i move there. I can remember when Made in Japan back in the 60’s/70’s was not good. Times have changed. Take care and stay safe.
Thanks PapaDuck. By the time you move here, the Titan will be yesterday’s news!
Hi Bob, I too bought a cell phone that had several problems with it, they would not give me a refund,and would not allow me to exchange it, after spending just over an hour and getting a bit hot under the collar, i decided it was best to leave the store and put it down to experience. There is definitely No Refunds here in the Philippines.
Refunds are very difficult to get, but as shown in my article, persistance can bring rewards.
From the failure rate of the 3 phones purchased you have mentioned here Bob, I wonder if they are factory seconds or so called ” refurbished ” phones being sold as brand new ? My congrats to Feyma on actually getting a refund.
” China this ” China That “. On my visits I have heard some of my Filipino friends comment on things from China just like decades ago we used to make similar comments on the ( then ) low end quality stuff from Japan.
With so many things, especially electronics, so much of the manufacturing process is by automation that the same item can be manufactured anywhere in the world of consistant quality or the lack of it. I think the actual quality, durability and reliability of an item is dependent on what the item is made to sell for at the retail level. Yes, China can make cheap stuff made to sell in Dollar Stores or 99 Peso stores etc. I have also seen and used some high quality equipment that was manufactured in China but of course it sells for a higher price. I think the same applies to many things now being ” Made in Mexico ” or for that matter anyplace else. It depends more on what the item was made to sell for than where it is actually manufactured.
Hi Bob – Thanks for your comment. I pretty much agree with your assessment. There are good things and bad things made in every country. Perhaps China has a little bigger percentage of the bad stuff, I can’t say for sure. But, I do know that my new China made Titan phone is still working like a charm, and at a fraction of the price of what it would have cost for the Samsung models that I originally wanted! 😆
hi bob,
talking about suprises, i was suprised when papa duck sent me one dozen of beautiful white roses and 2 basket of apples, thank you so much to papa duck to his wonderful and nice xmas presents, i really loved it and also thank you to wow philippines despite of the delivery woman took 2 days before she found my address
she still did her best. have a wonderful day to all the staff of wow philippines.
Thank you to PapaDuck, and Anne. We appreciate your patronage.