1 reviews | Active since Apr 2018
Oukitel WP18 and general Customer service experience.
Where to start. Initially, the phone was delivered timeously, even had a postcard(asking for a review) and a small box of Smarties with it to say thank you. Received multiple messages during the first few weeks, reminding me to leave a review on HelloPeter.
So, in general: The camera is not great, the phone lags and has to be restarted every so often, and there is a very annoying app (Duraspeed) that constantly closes applications, even if settings are changed specifically for an application (in my case Deezer, nothing quite having your music interrupted continuosly. The biometrics also started failing. I would have to constantly reload my fingerprints and it would only work for a few days, before not recognising them anymore. The phone also has difficulty with its TapToPay function when it comes to certain terminals.
All of the abovementioned, I could live with, considering what I paid, and the phone was a rugged phone, which apparently I need. Or so I thought.
I dropped the phone 1 month following my purchase from approximately hip height. Guerilla glass on the screen shattered immediately. Upon inquiry, I was told that accidents happen, and I would have to pay for the repairs, which I understand, as there is no way to prove that I didn't throw it down 2 flights of stairs. But, I am still rather disappointed, as the sole purpose of this phone was to be rugged. It is also apparently dust- and waterproof and has the function of taking photos underwater. I will DEFINITELY not be testing this. Fast forward to reaching out to customer support: I get the same copy and paste message of how accidents happen....the whole story. Fine. Then comes the attempt to get the quote out of them. My 1 st contact was 31 January 2024. I was told that I would receive the quote shortly.
I followed up again on 2 Feb 2024: nothing, 5 February: no reply, on 6 February I finally got feedback that they have a backlog in repairs(I am currently not surprised). I patiently await my quote...then yesterday (19 February) contacted them again at around 11:00. They got back to me today (1 day later). I had to provide proof of my purchase, and I admittedly did not have the invoice anymore, but provided the POP, and the immediate reply was: "You did not purchase from us". I assured Support that I did purchase from Oukitel SA and amazingly, after actually checking the system, they saw that I had purchased it from them.
I am now waiting patiently for my phone to be picked up.
I have to note that Support apologized, BUT I am still very much unimpressed with the phone and their service up to this point.
The only positive in this entire process is that the phone has a great battery life.
Thank you for taking the time to share your experience with us. We genuinely appreciate your feedback and are deeply sorry to hear about the challenges you've encountered with your Oukitel WP18 and our customer service.
Firstly, we want to express our gratitude for your initial positive experience with the timely delivery of your phone, along with the thoughtful gesture of a postcard and Smarties. However, it's disheartening to learn about the issues you've faced with the phone's performance, particularly regarding the camera quality, lagging issues, and the disruptive behavior of the Duraspeed app. We understand the frustration these issues have caused, and we apologize for any inconvenience they may have brought.
Regarding the durability of the device, we acknowledge your disappointment with the screen shattering after a seemingly minor drop. While accidents unfortunately do happen, we understand your expectation for a rugged phone to withstand such incidents. We regret any disappointment or inconvenience caused by this situation.
Furthermore, we are sincerely sorry for the inconvenience and frustration you experienced while reaching out to our customer support team. Your description of the communication delays and difficulties in obtaining a repair quote is really uncommon and concerning, and we apologize for any inconvenience or frustration this has caused you. We understand the importance of timely and efficient support, and we regret falling short of your expectations in this regard.
Please know that we take your feedback seriously, and we are committed to addressing these issues internally to improve our products and services. We are grateful for your patience and understanding throughout this process.
If there is anything further we can do to assist you or if you have any additional concerns, please don't hesitate to reach out to us directly. Your satisfaction and experience are important to us, and we are here to help in any way we can.
Our customer experience manager will give you a call.
Once again, we apologize for the shortcomings you've experienced and thank you for bringing them to our attention.
Best regards,
Oukitel SA Team
Thank you for taking the time to share your experience with us. We genuinely appreciate your feedback and are deeply sorry to hear about the challenges you've encountered with your Oukitel WP18 and our customer service.
Firstly, we want to express our gratitude for your initial positive experience with the timely delivery of your phone, along with the thoughtful gesture of a postcard and Smarties. However, it's disheartening to learn about the issues you've faced with the phone's performance, particularly regarding the camera quality, lagging issues, and the disruptive behavior of the Duraspeed app. We understand the frustration these issues have caused, and we apologize for any inconvenience they may have brought.
Regarding the durability of the device, we acknowledge your disappointment with the screen shattering after a seemingly minor drop. While accidents unfortunately do happen, we understand your expectation for a rugged phone to withstand such incidents. We regret any disappointment or inconvenience caused by this situation.
Furthermore, we are sincerely sorry for the inconvenience and frustration you experienced while reaching out to our customer support team. Your description of the communication delays and difficulties in obtaining a repair quote is really uncommon and concerning, and we apologize for any inconvenience or frustration this has caused you. We understand the importance of timely and efficient support, and we regret falling short of your expectations in this regard.
Please know that we take your feedback seriously, and we are committed to addressing these issues internally to improve our products and services. We are grateful for your patience and understanding throughout this process.
If there is anything further we can do to assist you or if you have any additional concerns, please don't hesitate to reach out to us directly. Your satisfaction and experience are important to us, and we are here to help in any way we can.
Our customer experience manager will give you a call.
Once again, we apologize for the shortcomings you've experienced and thank you for bringing them to our attention.
Best regards,
Oukitel SA Team
Although I am still slightly underwhelmed with the phone, I feel it necessary to commend your dedication.
Although I am still slightly underwhelmed with the phone, I feel it necessary to commend your dedication.