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My nightmare experience with BestCases (CaseLabs EU supplier)

post #1 of 50
Thread Starter 
Important posts:

1. Opening post
2. Reply to comments
3. Disclose of unedited communication
4. Bestcases comment
5. My response to their comment.

TL:DR; unprofessional, insults customers, tries to sneak in a price raise, violates privacy - and then denies all wrongdoing.

If you really want a CL case: CaseLabs doesn't ship the the EU because of a territory protection clausule in their contract with BestCases, but you can use a parcel forwarder like NYBox.





I want to start this thread my apologizing to CaseLabs for the lost potential sales this thread might have. They have made serious efforts in this matter and I doubt they could have done anything better.

The story starts a while back. I was considering buying a CaseLabs SMA8 for next build and made a thread calling out for reviews of BestCases. After a couple of days, a brand-new account (McTavish), created the same day – with no posts, replies to my thread and starts recommending them. I sarcastically point out that that comment has zero (or even negative) authority and move on. This comment was later removed – but a moderator should be able to confirm its existence (@Mod, could you give me the BB code to quote it?). Note the odd space replies 4 and 5. Something used to be there, but it's now gone. Another post follows and I point out that’s it hard to give it any credibility. No verifiable reviews follow and I move on to other stuff.

On the 17th of April, I contacted CaseLabs with the request for an alternative supplier. I link to this the call-out thread and to rather unverifiable reviews on TrustPilot to point out that I’m not keen on ordering from BestCases. (The rather low review count of 4 and the fact that 75% of them was placed in a timespan of less than 6 days, by users that have no other reviews).

CaseLabs then informs me that there won’t be any other EU suppliers because of the contractually binding exclusivity BestCases has on the EU market. Even CaseLabs won’t ship directly to the EU.
Quote:
Currently we have an agreement with BestCases.eu to be the sole proprietor of our products within the EU. This means a couple of things, first, it means that we can’t operate outside of that agreement and sell our cases to another party. Second, it means that we ourselves cannot compete with them, either.

Many encouraging and diplomatic mails from CaseLabs follow and they convinced me to give it a try. They contact BestCases with the list of parts I requested and BestCases agree to set up a custom order. So far so good. Aside from all the time and effort this has taken, we’re on track.

The reason I needed a custom offer is because BestCases doesn’t offer the whole CaseLabs range. Weird, considering the core selling point of CaseLabs is customizability and the simple fact that they their contract makes it impossible to order a customized version from CL directly.

This is however where it goes wrong. I have requested BestCases multiple times for a detailed quote so I could double check the entire list of parts. They failed to do so. First they threw a vague mail with a well-defined total price:
Quote:
Price for your order is 821.7 EURO + 156.123 Euro (VAT) + 30 Euro shipping , for a total off 1007.823 EURO
If you decide to buy , you have to create a account on our website www.bestcases.eu and I will add order to your bascket, so wou will make payment
Delivery time is about 9 to 11 weeks.

I’m disappointed by the long delivery time, but I understand why: they need to order the extra parts from CaseLabs themselves and that simply takes time. The first thing that comes to mind is: “Then what’s the point of an EU distributor in the first place?”. The second thing that comes to mind is that I’ve lost all my leverage in case something goes wrong. Getting a chargeback after 11 weeks is virtually impossible. Due to my uncertainty about BestCases reliability, this prevents me from putting pressure in case something goes wrong. This might seem paranoid, but it was too misplaced with what follows.

Unfortunately, CaseLabs contracts prevents them for shipping straight to me so I’m stuck with BestCases.

I contact PerformancePCS about the estimated restocking time of some parts because I’m desperate for an alternative. Unfortunately, they inform me with an estimated restocking time of 3 months. Not that happy with waiting that long (and the fact that I can't get a reverse-ATX layout), we’re back to BestCases.

A new mail goes out. I had done some calculations and their quote did seem a bit on the high end, considering they explicitly pointed about they just charge the CaseLabs price, but in Euro. I request them yet again for a detailed quote.

I’m met with the following reply:
Quote:
Hello Tomas,

I prepare for you custom request page
I add in your cart desire case, but you can erase product from basket and you can customize yourself in one page
http://www.bestcases.eu/magnum-sma8-custom-request
You can order your configuration from there
Please tell me if it's ok for ypu and what can I help you.
Sorry for first price, I think I wasn't very careful and I think I didn't consider a minor component.

Regards,

Cristian

No detailed quote once again. I open the custom request page and start filling in my configuration and I’m met with a total of nearly €900 (ex VAT) if I recall correctly. I think to myself, wait a minute: this quite a bit more than my math made me expect. I then proceed to compare the “non-custom SMA8” listing with the “custom” one and I’m presented with a €118 (ex VAT) difference.


rand (more than that with VAT) for a sophisticated metal box. A precisely engineered, high quality metal box. For that kind of money, I expect a perfect metal box with a (near-)perfect customer service. Instead, BestCases makes it a total nightmare to properly place an order. They basically act as a middleman for an inferior CaseLabs experience and dare to even charge extra for the inferior service.

I write them an angry email and write a negative review on their Trustpilot page and put my project on hold yet again.

End of story? Unfortunately not.

A reasonable and properly managed store that gets a negative review, usually leaves it for what it is or tries to defuse the situation. A polite mail, an apology (not that I felt that I needed one at that point, but rather as a signal of good will and ecommerce etiquette), a coupon or whatever.

Instead, BestCases manages to outdo themselves again. They reply to the negative review with my full name. This is a direct violation of business ethics, my personal privacy, EU law and even their own privacy policy. (Edit: and even trustpilots terms!) Then they continue to list an out-of-context fragment of the conversation and even insult me: “that your medication stop working and kindly suggest that you consult a doctor.”
Quote:
Dear Tomas [redacted],

This was our reply to that single e-mail you sent us:

"Hello Tomas,

I prepare for you custom request page
I add in your cart desire case, but you can erase product from basket and you can customize yourself in one page
http://www.bestcases.eu/magnum-sma8-custom-request
You can order your configuration from there
Please tell me if it's ok for you and what can I help you.
Sorry for first price, I think I wasn't very careful and I think I didn't consider a minor component.
Regards,
Cristian"

Besides the fact that you insulted us in your e-mail exchange with CaseLabs and on forums and also insinuate that we are making accounts and post to defend ourselves we sincerely think, here at Bestcases, that your medication stop working and kindly suggest that you consult a doctor.


insult – especially considering it kind of enforces my review – but the privacy violation is a step to far. I’ve sent them an email with the request to remove my full name and hole they are sane enough to remove my name. I got a vague response:
Quote:
I will try to talk to my colleague who answered your post at trustpilot, both of whom are extremely amazed that you posted there without waiting for our answer.
Clearly indicating they fail to comprehend the gravity of their misstep.

Trustpilot has also been contacted, but I expect their service desk to take a while before they stumble on my ticket. Edit: 3 bot-closed tickets later I've contacted their business department. Hopefully it lands with at person now.

The irony here is that I was actually considering to remove the original review because my review might seem it worse than it was. Their response, however, confirmed it is actually as bad I feared.

And while some of this mistakes are rather small ones, the total sum of them is not. Small mistakes can happen. But a chain of mistakes is either the consequence or incompetence or sloppiness.

If this was some shady Ebay seller of some discounted China made knock-off product of less than 100 bucks, I would kind of have expected this. But not from the official EU CaseLabs reseller. Not after the massive effort CaseLabs made to convince me into giving BestCases a chance.

Their acts are a insult to the enthusiast consumer and an insult to what CaseLabs stands for.

Edit: follow-up
Edited by xioros - 5/15/17 at 10:23am
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post #2 of 50
"we sincerely think, here at Bestcases, that your medication stop working and kindly suggest that you consult a doctor."

Just wow! redface.gif
Edited by Zhuni - 4/28/17 at 1:16am
post #3 of 50
Another terrible reseller, just like the last one. Not even going to consider ordering a CL case until they get sold by one of the mayor EU resellers.

Not sure why CL keeps bothering with these businesses that obviously don't have a clue.
post #4 of 50
Thread Starter 
Quote:
Originally Posted by Gilles3000 View Post

Another terrible reseller, just like the last one. Not even going to consider ordering a CL case until they get sold by one of the mayor EU resellers.

Not sure why CL keeps bothering with these businesses that obviously don't have a clue.

Don't forget it's a very small potential market. I really don't understand why they don't just work with stores like Highflow, OCUK, ... These have been in business for a while, know what they are doing and don't treat their customers like amateurs.

That last part is a big problem when selling the top-end segment of product-type. People expect to be treated like a prince - an expectation that's not unreasonable when they pay these sums of money. CaseLabs knows this - and does threat their customers like princes (Which is also one of the reasons I'm still mailing with PerformancePCS in the hope of actually getting one).
And this one might be a big failure, but if I recall correctly, the previous one was even worse. I've never contacted them, so I can't compare.

Oh well. I wonder what CL is gonna do with the mess they've gotten themselves in: making them the exclusive seller in the EU. (But luckily, US resellers are not bound by that contract!)
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post #5 of 50
Imo a business should handle positive and negative review or remarks the same. Like professionals... How BestCases has handled this situation is hands down 100% unprofessional... Feel bad for CL and for OP for this mess...

CL should look into the contract and see if they could pull the plug when BC puts out a full name like they did.

Thanks to xioros for posting this since I was thinking about getting a CL case from that site... No way I am going to do that now.
post #6 of 50
Have you forwarded this to CaseLabs? Or at least tagged their OCN rep to this post? To me, this would lose my business. Unreal.
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post #7 of 50
Quote:
Originally Posted by LazarusIV View Post

Have you forwarded this to CaseLabs? Or at least tagged their OCN rep to this post? To me, this would lose my business. Unreal.

It's not really CaseLabs fault, it's BestCases fault. I'd just hate it for Case Labs reputation to be tarnished even the slightest bit.
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post #8 of 50
Quote:
Originally Posted by Duality92 View Post

It's not really CaseLabs fault, it's BestCases fault. I'd just hate it for Case Labs reputation to be tarnished even the slightest bit.

I know it's not CaseLabs' fault, what I'm saying is they should be made aware of the actions of their business partner. Whether they like it or not, their partner's actions reflect on them and they should have the opportunity to take action. Hopefully they'll be able to do something about it. Maybe not, but it's worth starting a dialogue with them about it.

If I were in CaseLabs' shoes, I'd absolutely want a potential customer to tell me about any bad experience they had with trying to purchase one of my products.
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post #9 of 50
Quote:
Originally Posted by LazarusIV View Post

I know it's not CaseLabs' fault, what I'm saying is they should be made aware of the actions of their business partner. Whether they like it or not, their partner's actions reflect on them and they should have the opportunity to take action. Hopefully they'll be able to do something about it. Maybe not, but it's worth starting a dialogue with them about it.

If I were in CaseLabs' shoes, I'd absolutely want a potential customer to tell me about any bad experience they had with trying to purchase one of my products.

His first line in the original post
Quote:
I want to start this thread my apologizing to CaseLabs for the lost potential sales this thread might have. They have made serious efforts in this matter and I doubt they could have done anything better.

Suggests they are already aware and are trying to rectify this.

If they are not, and I'm misunderstanding, like you, I hope they will be made aware.

I have though, emailed a rep myself to make sure they are aware. Knowing them, they will go above and beyond for customer satisfaction.
RGB for days
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The Lady Box
(17 items)
 
CPUMotherboardGraphicsRAM
[Intel] i7 7700K [5.0 GHz @ 1.##v] [Gigabyte] Z270MX Gaming 5 [MSI] 290X Lightning [####/#### @ 1.##v] [A-Data] XPG Dazzle [4*8GB - 3000/16] 
Hard DriveHard DriveHard DriveCooling
[Samsung] 840 EVO 256GB [A-Data] SP900 256GB m.2 [Seagate] 4TB 2.5" ST4000LM016 [Alphacool] VP755 v1 
CoolingCoolingCoolingCooling
[EKWB] Coolstream XE 360 [EKWB] Coolstream PE 360 [Alphacool] NexXxos XP3 Light Acetal [EKWB] FC 290X Lightning 
CoolingCoolingCoolingCooling
[Frozen-Q] Resevoir [Mayhems] UV White tubing 3/8" x 5/8" [Alphacool] fittings all around [NZXT] Aer F 120mm (x6) 
OSKeyboardPowerCase
[Microsoft] Windows 10 [Professional x64] [G.Skill] Ripjaws KM570 [Seasonic] Prime 650W [80+Titanium] [Case Labs] SM5 [Matte White] 
MouseMouse PadOtherOther
[Nixeus] Revel [White] [Frozen-Q] ProMat [NZXT] Hue+ [CableMod] RGB [30cm] 
CPUMotherboardGraphicsRAM
[Intel] i5 7300U (ES) [ECS] KBLU-MINI [Intel] HD 620 [Kingston] Impact 2*4GB 2400/14 
Hard DriveOSMonitorKeyboard
[Transcend] MTS400 128GB [Microsoft] Windows 10 [Professional x64]  [Toshiba] 39" LED TV 1080p [Logitech] K400 
PowerCaseAudio
[FSP] 19v 3.42A brick [ECS] Liva Z Plus [Simple Audio] Listen 
CPUMotherboardGraphicsRAM
[AMD] FX-8350 [Gigabyte] 78LMT-USB3 Rev 5 [XFX] HD 5450 One [G.Skill] Ares, 2*4GB, 2133/10 
Hard DriveHard DriveCoolingCooling
[Samsung] 750 EVO 250GB [Western Digital] Green 2TB [Jonsbo] FR-331 RGB fans [Jonsbo] FR-301 Red 
CoolingOSMonitorMonitor
[Jonsbo] FR-301 White (in PSU) [Microsoft] Windows 10 [Professional x64]  [Samsung] 19" Syncmaster 931BF [Samsung] 19" Syncmaster 931BF 
KeyboardPowerCaseMouse
[Microsoft] Comfort Curve 1000 [EVGA] 550 GS [Jonsbo] VR2 - Black [Microsoft] Optical Mouse 200 
Other
[CableMod] White Cable Set 
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RGB for days
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The Lady Box
(17 items)
 
CPUMotherboardGraphicsRAM
[Intel] i7 7700K [5.0 GHz @ 1.##v] [Gigabyte] Z270MX Gaming 5 [MSI] 290X Lightning [####/#### @ 1.##v] [A-Data] XPG Dazzle [4*8GB - 3000/16] 
Hard DriveHard DriveHard DriveCooling
[Samsung] 840 EVO 256GB [A-Data] SP900 256GB m.2 [Seagate] 4TB 2.5" ST4000LM016 [Alphacool] VP755 v1 
CoolingCoolingCoolingCooling
[EKWB] Coolstream XE 360 [EKWB] Coolstream PE 360 [Alphacool] NexXxos XP3 Light Acetal [EKWB] FC 290X Lightning 
CoolingCoolingCoolingCooling
[Frozen-Q] Resevoir [Mayhems] UV White tubing 3/8" x 5/8" [Alphacool] fittings all around [NZXT] Aer F 120mm (x6) 
OSKeyboardPowerCase
[Microsoft] Windows 10 [Professional x64] [G.Skill] Ripjaws KM570 [Seasonic] Prime 650W [80+Titanium] [Case Labs] SM5 [Matte White] 
MouseMouse PadOtherOther
[Nixeus] Revel [White] [Frozen-Q] ProMat [NZXT] Hue+ [CableMod] RGB [30cm] 
CPUMotherboardGraphicsRAM
[Intel] i5 7300U (ES) [ECS] KBLU-MINI [Intel] HD 620 [Kingston] Impact 2*4GB 2400/14 
Hard DriveOSMonitorKeyboard
[Transcend] MTS400 128GB [Microsoft] Windows 10 [Professional x64]  [Toshiba] 39" LED TV 1080p [Logitech] K400 
PowerCaseAudio
[FSP] 19v 3.42A brick [ECS] Liva Z Plus [Simple Audio] Listen 
CPUMotherboardGraphicsRAM
[AMD] FX-8350 [Gigabyte] 78LMT-USB3 Rev 5 [XFX] HD 5450 One [G.Skill] Ares, 2*4GB, 2133/10 
Hard DriveHard DriveCoolingCooling
[Samsung] 750 EVO 250GB [Western Digital] Green 2TB [Jonsbo] FR-331 RGB fans [Jonsbo] FR-301 Red 
CoolingOSMonitorMonitor
[Jonsbo] FR-301 White (in PSU) [Microsoft] Windows 10 [Professional x64]  [Samsung] 19" Syncmaster 931BF [Samsung] 19" Syncmaster 931BF 
KeyboardPowerCaseMouse
[Microsoft] Comfort Curve 1000 [EVGA] 550 GS [Jonsbo] VR2 - Black [Microsoft] Optical Mouse 200 
Other
[CableMod] White Cable Set 
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post #10 of 50
Quote:
Originally Posted by Duality92 View Post

His first line in the original post
Suggests they are already aware and are trying to rectify this.

If they are not, and I'm misunderstanding, like you, I hope they will be made aware.

I have though, emailed a rep myself to make sure they are aware. Knowing them, they will go above and beyond for customer satisfaction.

Ah, I read that and assumed they were aware up until the last interaction. Either way, what a crap situation for OP, I remember his thread asking about a perfect case and I immediately thought of CaseLabs. frown.gif
Ryzen Furiously
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CPUMotherboardGraphicsRAM
AMD Ryzen 7 1700 Asus PRIME X370-PRO Sapphire R9 Fury NITRO OC+ 16GB (2x8GB) G.Skill TridentZ DDR4 3200MHz F4-3... 
Hard DriveHard DriveHard DriveHard Drive
Crucial MX300 750GB (Windows 7 Home Premium) Mushkin Enhanced Chronos Deluxe 240GB (Games) Toshiba 2TB 7200RPM HDD DT01ACA200 (Software RAID) Toshiba 2TB 7200RPM HDD DT01ACA200 (Software RAID) 
CoolingCoolingOSMonitor
Thermalright Le Grand Macho RT 4 x Phanteks PH-F140XP_BK Windows 7 Home Premium 64-bit QNIX QX2710LED 27" 2560x1440 
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Ducky Zero 2108S Brown Switches Cooler Master V1200 Platinum Fractal Design Define S Logitech G502 Proteus Core 
AudioAudioAudioAudio
Asus Xonar U7 Superlux HD668B Semi-Open Headphones Polk Audio T15 Bookshelf Speakers Lepy LP-2024A+ Stereo Amplifier 20W per channel 
CPUMotherboardGraphicsRAM
Intel Core 2 Duo P7350 HP Generic nVidia GeForce 9200M GS 4096 MB 
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320GB Blu-Ray ROM Manjaro 16.10 stable 15.4" WXGA 1280X800 
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Ryzen Furiously
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Lappy-top
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AMD Ryzen 7 1700 Asus PRIME X370-PRO Sapphire R9 Fury NITRO OC+ 16GB (2x8GB) G.Skill TridentZ DDR4 3200MHz F4-3... 
Hard DriveHard DriveHard DriveHard Drive
Crucial MX300 750GB (Windows 7 Home Premium) Mushkin Enhanced Chronos Deluxe 240GB (Games) Toshiba 2TB 7200RPM HDD DT01ACA200 (Software RAID) Toshiba 2TB 7200RPM HDD DT01ACA200 (Software RAID) 
CoolingCoolingOSMonitor
Thermalright Le Grand Macho RT 4 x Phanteks PH-F140XP_BK Windows 7 Home Premium 64-bit QNIX QX2710LED 27" 2560x1440 
KeyboardPowerCaseMouse
Ducky Zero 2108S Brown Switches Cooler Master V1200 Platinum Fractal Design Define S Logitech G502 Proteus Core 
AudioAudioAudioAudio
Asus Xonar U7 Superlux HD668B Semi-Open Headphones Polk Audio T15 Bookshelf Speakers Lepy LP-2024A+ Stereo Amplifier 20W per channel 
CPUMotherboardGraphicsRAM
Intel Core 2 Duo P7350 HP Generic nVidia GeForce 9200M GS 4096 MB 
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