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Warning: stay away from Aquatunning - Page 3

post #21 of 24
While my last comment about Aquatuning stands, you can now add me to the list of 'Stay away from Aquatuning'. I've place an order for a Heatkiller GPU-X3 79X0 Ni-Bl + HEATKILLER GPU Backplate 79X0 on the 1st (a Friday).

During the first transaction an error occurred (The payment cannot be processed now. Please try it later once more. ). So I placed another order, successfully this time, and I immediately contacted Aquatuning to let them know of the issue, and confirm that only one order was needed.

On the 4th (the next Monday) I was contacted by support and told that they would make sure that only one order would be processed and that the other order would be refunded.

On the 6th both payment appeared on my credit card statement so I contacted Aquatuning again. This time I was told that UPS had failed to stop the order, and that I could simply refuse the one of the order.

On the 7th UPS updated the tracking information for one of the order to 'UPS is holding the shipment per a contract service offering '. On the 8th, I told Aquatuning about the order that was being held by UPS and picked up the other one at the local UPS delivery centre. Now, since one of the order was intercepted by UPS/sender, you would thing that they would refund it since it was never in my possession. That's what I was thinking after exchanging email with Aquatuning and being told that 'Great news, I will get accounts on the cases asap. [...] please contact: xxxxx@aquatuning.de if you have not heard anything by Tuesday.'

On the 13th I contacted Aquatuning again, no reply. On the 14th I told them that I would contact my credit card company to request a chargeback. I received a reply a few minutes later telling me that 'when we received the return you will get the return of your payment.'.

So I basically have to wait for them to receive a parcel for an order that should not have gone thru, that I could not refuse since it was never delivered to me, and that I cannot track, before getting a refund.

I have also sent an email, on the 14th, explaining my position about the issue: 'I find this somewhat disconcerting since the shipment was never in my possession (it was intercepted during UPS transit at your request). It was also only 'ordered' due to an error with your transactional web site (the transaction was reported as not completed, hence the second order with the exact same components place a few minutes after). I do not feel I should be held responsible for any of this. ' but I never received a reply.

It is now the 20th, and still no followup or refund. So basically, they are OK to deal with if everything goes well, but if you have any kind of problem, good luck getting the issue sorted.

Update : I received an update this morning (21st), and it appear that I will finally get a refund. They still maintain that since two payments where processed, I was able to complete two orders without errors (I guess their e-commerce platform and the payment processor they use are both infallible... I work in the field so allow me to remain skeptical rolleyes.gif ) and that I refused the shipment (even when the UPS tracking information clearly indicate otherwise) but it looks like they will refund my order...

I'm tempted to explain, again, that there was an error when I completed the first order, and that the shipment was intercepted before the first delivery attempt, but I guess it would be pointless...
Edited by magictoaster - 3/21/13 at 5:23am
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Intel Core i7 6700K Gigabyte Z170X Gaming G1 Gigabyte GTX980Ti Xtreme Gaming Windforce Corsair DOMINATOR Platinum Series 16GB DDR4-2666 
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post #22 of 24
Thread Starter 
Sorry i didn't have a chance to check this thread for months due to health issues.

I am glad they fixed your problem, so you got ur money back then ?

Horrible web site, slow customer service and lack of features on their website is the main issue here. Until they improve their service and website i will stay away from them.

We don't have so many options in europe so i started to order water cooling items from Overclockers.co.uk, they are 10 times better than aquatunning.de
post #23 of 24
I actually placed an order there before for a heatkiller as well, ordered friday, got it monday, paid 12 or 15 $ shipping... got instant emails, never had an issue.


i see alot of people on the forum share their experience about how they are ignored, but i've yet to see one person tell the part where they called the bank
glad you got everything sorted out though
Quote:
Originally Posted by Nihaan View Post

Sorry i didn't have a chance to check this thread for months due to health issues.

I am glad they fixed your problem, so you got ur money back then ?

Horrible web site, slow customer service and lack of features on their website is the main issue here. Until they improve their service and website i will stay away from them.

We don't have so many options in europe so i started to order water cooling items from Overclockers.co.uk, they are 10 times better than aquatunning.de

i understand your frustration, but we can't take a few situations and pretend this is the complete company. if they have a few situations like yours and 1000 good orders, it really sucks for you but they are doing a great job. noone knows what you wrote in your email, maybe you were rude, and maybe they played the corporate role, yeah you emailed them, u didnt call bank, so they basically shipped you the product and you ate the charge. happens every day.

as soon as you mention in a email "i might just call the bank" most companies instantly reply because they know bank disputes get a hold of their bank account faster than a refund request does.
Edited by INCREDIBLEHULK - 6/15/13 at 3:41pm
  
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post #24 of 24
i created an account on this site and second after i received an e-mail asking me if i had any questions and nearly begging me to ask them by mail.
Then you make an order , ask a simple question and you never get a ******* answer , i totally agree , this site is not professional at all.
They are a bunch of amateurs that can't handle their buisness, mistake or not , a site where you can't get a ******* answer on material or shipping
shouldn't even exist.
they send you an automated mail asking you to ask question and they don't even send one to confirm that they have received your mail and are taking care about it , amateurs,....
I don't care about the fanboys out there that are soo scared to not find these parts anywhere else that they would rather not say what they think, this site sucks big time.
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HAF X - main rig
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