I'm a little sad that I have to write a negative review about Saneal. I don't write many negative things about businesses.
My story is this. I purchased a DJI Phantom 3 drone here last night, and couldn't get it to work. The issue was that I couldn't download the latest firmware update to get my drone to function. I spent a good 3 hours starting and restarting, resetting and rebooting. Nothing was working.
I finally got through to technical support and they suggested that I reinstall the old update. I really didn't think it was necessary since the original update failed.
This is where it gets interesting. I tried to return it less than 24 hours of purchasing it. John the manager said that I couldn't. I was not a happy camper at this point. It states right on the receipt that you can do exchanges within 10 days of purchase.
John told me that I could only exchange it if the drone was working. My question is why would I exchange it, if it were working ?
We argued the store policy (which was not honored.
He basically told me that the drone was working when it left his store. It was my fault it wasn't working after failing the firmware update.
My question is this. If you buy something from Saneal, like a digital SLR for example and it doesn't work, you can't exchange or return it.
I had this very issue. I took the DJI home, it wouldn't update and therefore was not working. John wouldn't exchange it, and said if I had an issue to call the general manager (Jack). I called Jack, and told him my situation. He said to have the South center store courier it to the downtown store and he would have a look at it.
If he can't get it to work that he would exchange it. I pray to God that this problem gets resolved. I will update this review as to what sort of resolution they came to.
I just wanted to let you know about Saneal's return policy. There are no refunds, just exchanges within 10 days. The South Center store didn't even honor the exchange part.
In conclusion, I'm now without any product which I paid good money for and have nothing to show for it.
I also wanted to add that I have been a relatively good customer here in the past.
Just lucky the items I previously purchased worked.
I'll definitely think twice about buying anything here in the future. I HOPE YOU ALL WILL TOO !!!!!!!
It's now on the fourth day without resolution. I called and asked for a refund now. They said if anything, they might do an in store credit. Jack, who I thought was the decision maker had to talk over what they were going to do.
I wished I had purchased my drone at Best Buy. I would've had my money back by now.
Please if you have any suggestions on what I should do message me. Thinking of going to the media about this.
Updated 5/3/2016
Neil, one of the partners of Saneal Camera's (head ofiice) resolved my issue. He was professional, and courteous. I just wished John at South Center would've had better customer service skills.
I will most definitely think twice about purchasing again from Saneal. If I do. it'll be through the head office location. read more