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Showing 1 of 24 conversations about:
SpecialEd
100
Jul 19, 2020
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Take note of the clear disclaimer where Drop informs customers that they are on their own after purchase, and no warranties will be honored.
It doesn't say that? Right, it didn't say that on my $40 purchase either. In fact, the listing link that describes my purchase continues to state "INCLUDED Manufacturer's warranty" (emphasis theirs!) See for yourself https://drop.com/buy/klarus-ar10
Drop support, however, continues to state "Warranties do not apply in this case. If there was a manufacturer's warranty, again, Drop would not cover this as we are not the manufacturer."
That's the 'escalated' response. Initial responses were somehow less helpful. I've made multiple purchases from Massdrop and Drop....I'll never be their best customer. Twice I needed assistance previously, and they handled it professionally and quickly and as if they cared about a customer.
Evidently, that is no longer the case, and Drop will not hesitate to throw a customer out the airlock over trivial issues.
@Drop @Drop+Flashlights
kstokley
1282
Business Development
Jul 20, 2020
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SpecialEdIn regards to the AR10 you purchased in our warehouse sale, as I wrote previously your light is covered by Klarus's warranty. Drop does not stock replacement parts and in most cases we do not carry inventory to facilitate an exchange. Drop does accept returns directly if the issue is reported within 30 days as outlined in our policy found here: https://helpdesk.drop.com/hc/en-us/articles/360019107874-Drop-s-return-replacement-policy "Third Party Products
We only offer returns and replacement for third party items that arrive damaged, defective, not as advertised, or are missing components. These issues must be reported within 30 days of delivery. When third-party runs are completed, we submit the group's order to the vendor up front. This is how we’re able to deliver the best value to our members and is also why all sales are final. In the event that a product arrives damaged, defective, not as advertised, or missing components, please contact Drop Support."
Both Klarus and Nitecore work with us directly so a proof of purchase from Drop is valid to escalate warranty issues with the manufacturer.
SpecialEd
100
Jul 20, 2020
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kstokleyIn regards to your response, as I wrote previously your staff are the ones that need to hear from you.
https://helpdesk.drop.com/hc/en-us/articles/360019103794-Do-products-purchased-on-Drop-have-a-warranty-
"Some products purchased on Drop include a manufacturer's warranty. These products will have the warranty listed on their pages."
Per Marriah De Pew (Drop Community Support) Jul 18, 2020, 4:30 PM PDT
"Warranties do not apply in this case"
Per Klarus service@klaruslight.com Jul 14, 2020, 01:15
"After our quality department analysis your video and they confirm a replacement head part can solve the problem.
But according to your copy of purchase proof. We are not sure if it is bought from our authorized dealer."
My point remains, Drop support can be helpful, they simply choose not to, and front-line support does not make policy.
Drop is deliberately and intentionally leaving a customer to swing in the breeze.
To be clear, I have had 2 issues in the past with Drop (Massdrop) purchase, and my issues were handled quickly and efficiently by Massdrop staff, I was not (mis)quoted policy or told to find solutions elsewhere. Those experiences strengthened the relationship between customer and vendor.
This new separation, where 2 support members tell me as politely and professionally to just move along, and 1 Buying Manager is telling me all is well, and I am in fact getting the service I asked for....well, it's new, it's different, it's slow, it's aggravating, and it illuminates just how little regard Drop has for their clients.
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