Faulty product was delivered. They won’t exchange it.

Item: Exclusive Brands Online
Rating: 1
Author: mariette M

Exclusive Brands Online and IGlide. I will definitely NOT advise that anyone buys products from this company.

I ordered a hoverboard from them as a Christmas gift for my daughter. It was opened for the first time on Christmas Eve. Unfortunately the unit would not even charge, clearly faulty product. I placed the product back into packaging immediately. It was never used. Due to skeleton staff and factories etc being closed, eventually got feedback stating they the product was used and there are marks on it??? Honestly. I will think ten times before ordering a product from them in the future. Highly disappointed! They will not replace it, but have fixed it. Absolutely unacceptable.

I asked them to please replace the product as it has never been used. We have never even managed to get the hoverboard to switch on. The reply on email from them states the following:

Assessment report feedback provided to consumer: The report of this 6.5" i-Glide Hoverboard, Multi Space of color refers: A full assessment has been concluded as per the following outcome: It was noted that due to an impact received at a certain angle or if the hoverboard rolled over whilst being switched on, it caused a miscommunication to the Battery. This can also occur if the unit is placed on charge during load shedding/power surges or lightning strikes. As a Hoverboard is an electronic product, severe damage or miscommunication can occur if the unit receives severe impact or if ever exposed to water/liquid/mud. Please ensure that the unit and charger is not plugged in while load shedding, lightning storms or electrical surges occur, as this can cause miscommunication or severe damage to the Hoverboard and/or charger. Please ensure to utilise the Hoverboard as per the instruction/user manual to avoid future defects. As this unit has usage and physical/impact marks upon, it is not applicable to returns/exchange policies as per link below https://www.exclusivebrandsonline.co.za/pages/warranty-return-policy This 6.5" Hoverboard has undergone a plug-in manufacturing reset which has reset the communication. As per the example testing footage on the link refers, this unit has been tested multiple times and all is now operational according to spec.

I ordered it on 27 November. We received it the 2 December. The gift was never taken out of the box as it was packaged well. We just wrapped it. It was opened on the 24 Dec in the evening. We tried to charge the product but the charger light would not go on. It was definitely a faulty product.

I immediately contacted the company, placed the product back in original packaging. My daughter never even tried it out.

Now they have fixed it, not exchanged it. Claiming that it has been used 🤷♀️🤷♀️🤷♀️ If that is what they claim, they have send me someone else’s order that was fixed… because we never used this product.

Either way, highly disappointed and dissatisfied with action. I just received below email, have not gotten a response with regards to my comments.

Will not advise anyone to purchase anything from this company.

Helpful (0)

Replies (1)

Exclusive Brands Online's replyOfficial

16 Jan 2023, 10:55

Dear Mariette, thank you for submitting your concerns of the service and product received from us.

With regards to the hoverboard. This hoverboard was purchased on the 27th of November 2022 already and delivered on the 2nd of December 2022. Its first reported fault was on the 25th of December 2022. This is thus 23 days after delivery.

As per standard retailer policies and procedures:

PLEASE NOTE: Physical damage (including seemingly trivial surface scratches, mark etc.) could result in an OBF (out of box failure) claim being rejected. In the event that you experience a problem with our new device, you are encouraged to return it as soon as possible to reduce the possible risk of an OBF rejection due to physical damage.
OBF terms and conditions:

1. Items must be returned within 7 (seven) calendar days from the date of purchase that is printed on the official invoice (proof of purchase).

2. The original invoice (proof of purchase) as received at the point of sale must be supp****.

3. All devices must be assessed by a EBO Repairs technician for any faults reported by the client before being exchanged/returned. This assessment may take up to 10 (ten) calendar days. (Time-frame may be influenced by location, courier delays and/or public holidays).

· Devices that meet the OBF criteria but are faulty due to software issues (incorrect version of software) and that can be resolved by way of a software upgrade are not considered OBF at this stage in the OBF resolution process.

· A software upgrade will be performed free of charge in an attempt to resolve the fault.

· Should this software upgrade fail to resolve the fault, and the device renders faulty within 7 (seven) days of the software upgrade and/or still within a 14 (fourteen) calendar day period from date of purchase/delivery, the device will be approved as an OBF. The consumer should retain their proof of receipt of the device when the device is issued back to them after the software upgrade, as this is the date that will be app**** in terms of the additional 7 (seven) day window.

· The maximum of 14 (fourteen) calendar days OBF rejection with a software version update is therefore calculated according to the time the device is in the consumer’s possession. Thus, providing a reasonable window to determine fault.

· Items that qualify as OBF will only be swapped for the same make and model.

4. The original contents of the ‘box’, (device, original battery, original charger, manual and or any other accessories) must be complete and the packaging intact/in a good condition.

5. The physical condition of the device applies – as outlined above

Goods must be signed off upon arrival by the client, to the Courier Company in acceptance that all is within complete order.

All units does get checked and tested by the warehouse before release of delivery
As per the report, it mentions overall causes and warnings . This thus means that it is probable causes to the unit that might have occurred. If the unit was perhaps plugged in on charge whilst there was lightning; power surges or load shedding, the Hertz of the power dropped in an electronic cable feed to the products and this can cause damage to the product itself as it is an electronic/mechanical product.
There are thus also causes that is uncontrollable that may cause damage to the electronic product itself.

Hope you will find this well. Should you require any further assistance on how to use the product you are more than welcome to inform us at ***

Thank you in advance.

Kindest regards

Exclusive Brands Online's reply16 Jan 2023, 10:55

Official