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I’m super disappointed with the customer service I’ve experienced. Before my purchase, responses were prompt and the representative (a Chinese gentleman) was friendly and attentive. However, within two weeks of use, one wheel on my dehumidifier came off.
I called and texted the same number but received no reply until I mentioned I would leave a Google review. Only then did he respond, took my address, and said he would arrange a one-to-one exchange this week. I have since messaged to ask for the exact time and date of the exchange but have not received a response.
Thank you for your feedback, and we’re truly sorry for the frustration caused.
We would like to clarify that your first message to us was sent on Saturday at 23:31 at night, and we replied on Sunday at 12:18 PM. As Sunday is not our official working day, our customer service team replies on a best-effort basis when they are available. We sincerely apologize if this delay caused you any concern, and we appreciate your understanding.
Regarding your latest inquiry, we have already replied that the exact exchange schedule is not confirmed yet, but it will definitely be arranged next week. Once the timing is fixed, we will contact you to confirm the date and time before the exchange takes place, so please rest assured.
As a gesture of goodwill, we will also be including 2 complimentary filter replacements as compensation for the inconvenience caused.
Lastly, we would like to assure you that the wheel issue you experienced is extremely rare, and we take this matter very seriously. We are fully committed to resolving this for you properly.
Thank you again for your patience and for giving us the opportunity to make this right. We truly appreciate your support.
The unit seems to be quite good, working effectively as far as I can tell so far. But your English instructions are terrible - for example doesn't explain the display and controls clearly, doesn't explain why the unit doesn't restart automatically when you remove the water tray, etc. You should re-write / replace these.
really collected a lot of water & decrease my home humility
Bought to replace a machine 2 years ago. This model is very quiet. Cannot hear any sound from living room when the machine is in the bedroom. Able to get a lot of water
Great machine and the manual can do better with more illustration on the various mode of operations.
I’m super disappointed with the customer service I’ve experienced. Before my purchase, responses were prompt and the representative (a Chinese gentleman) was friendly and attentive. However, within two weeks of use, one wheel on my dehumidifier came off.
I called and texted the same number but received no reply until I mentioned I would leave a Google review. Only then did he respond, took my address, and said he would arrange a one-to-one exchange this week. I have since messaged to ask for the exact time and date of the exchange but have not received a response.
Thank you for your feedback, and we’re truly sorry for the frustration caused.
We would like to clarify that your first message to us was sent on Saturday at 23:31 at night, and we replied on Sunday at 12:18 PM. As Sunday is not our official working day, our customer service team replies on a best-effort basis when they are available. We sincerely apologize if this delay caused you any concern, and we appreciate your understanding.
Regarding your latest inquiry, we have already replied that the exact exchange schedule is not confirmed yet, but it will definitely be arranged next week. Once the timing is fixed, we will contact you to confirm the date and time before the exchange takes place, so please rest assured.
As a gesture of goodwill, we will also be including 2 complimentary filter replacements as compensation for the inconvenience caused.
Lastly, we would like to assure you that the wheel issue you experienced is extremely rare, and we take this matter very seriously. We are fully committed to resolving this for you properly.
Thank you again for your patience and for giving us the opportunity to make this right. We truly appreciate your support.
The unit seems to be quite good, working effectively as far as I can tell so far. But your English instructions are terrible - for example doesn't explain the display and controls clearly, doesn't explain why the unit doesn't restart automatically when you remove the water tray, etc. You should re-write / replace these.
really collected a lot of water & decrease my home humility
Bought to replace a machine 2 years ago. This model is very quiet. Cannot hear any sound from living room when the machine is in the bedroom. Able to get a lot of water
Great machine and the manual can do better with more illustration on the various mode of operations.
