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Back in November I purchased a XK Detect X380 GP 2.4G RC Quadcopter. I recieved it in about 2 weeks. It shipped from the US. It seemed strange that it took so long. After charging the battery overnight, I took her our for her maiden voyage. She fly around beautifully for about 10 minutes. The XK Detect has a return home feature that I used. After returning home I selected the auto land feature. Instead of landing it shut completely off and fell about 50ft like a rock. I had to dive to the ground to keep it from hitting me. According to the manual, it was suppose to land itself, not fall from the sky. I promptly contacted Gearbest.com's support telling them of the situation. After getting several of what appeared to be automated responses that made little to no since I asked to speak with a supervisor. After waiting for over a week for a response, I started another ticked. I got the same canned responses word for word. I then submitted a complaint ticket. Amazingly, I got much of the same responses from them. They asked for a video and some pictures regarding. I supplied everything per their requests. Finally I got a response stating that the would refund me 10% of my purchase in store credit. This is crazy and unacceptable. I worked hard to save enough money for this drone. Please be aware! I'll paste some examples of their responses below. T15122869033T15122402232T1512121230

Ticket #1 T15121212307Order Number: WP15112713143****Message Type: Faulty D.O.A, DefectiveSubject: DiedMessage: Ticket Status: ProcessingFull Name: Chris AlleyGearbest Customer Support  At :12/13/2015 05:50:01 UTCDear Chris,

Thank you for contacting Gearbest.We sincerely sorry to hear this about your item.

We would like to work together to resolve the issue to your satisfaction.Please review our warranty here: http://www.gearbest.com/about/warranty-and-return.html Therefore we kindly ask you to follow these steps:Please send us clear pictures or video link of the defects.

Ideally, the photos/video link should be clear and focused, under good lighting conditions, and taken at close and medium distance.Please keep the attachment below 2MB and use any of these formats gif, jpg, png, bmp, doc, xls, txt, rar, ppt, pdf.We will do our best to help you. We look forward to hearing from you.Thank you for your cooperation.

Best RegardsWaiolaGearbest Customer Servicehttp://www.gearbest.com/

Chris Alley  At :12/14/2015 05:25:49 UTChttp://www.youtube.com/attribution_link?a=TIatqAEbi4A&u=/watch%3Fv%3DX9zuQVoNAH4%26feature%3Dem-upload_owner%23action%3DshareChris Alley  At :12/14/2015 05:27:41 UTChttp://youtu.be/X9zuQVoNAH4Some reason YouTube turned my video sideways.Chris Alley  At :12/14/2015 10:18:26 UTCI edited the video so it would be correct. Please keep in mind that there is no other reason why this quad-copter would stop running and drop to the ground than a defect or malfunction. Here is the link to my video. Please replace. https://youtu.be/X9zuQVoNAH4Gearbest Customer Support  At :12/15/2015 01:30:20 UTCDear Chris,

Thank you for contacting Gearbest.We have received your information.

For this problem , we need to confirm with the supplier and the product department. Please kindly wait 2-3 days.Once we have got the feedback from them, we will resolve the issue to your satisfaction.Thank you for your cooperation. We will do our best to help you.

If you require further assistance please feel free to contact us.

Have a nice day!

Best regards

Waiola

Gearbest Customer Service

http://www.gearbest.com/

Chris Alley  At :12/20/2015 08:02:32 UTCIt's been a week now. Any update on my replacement?Gearbest Customer Support  At :12/21/2015 03:12:29 UTCDear Chris,

Thanks for contacting us.We are pleased to help you with this condition.

Would you Please try to reset it as factory setting and fly it for trying.

If it still can not working,please contact us any time.

Kindly review warranty terms and pictures instruction are on this link http://www.gearbest.com/about/warranty-and-return.html

Have a great day!

Best regards

Waiola

Gearbest Customer Service

http://www.gearbest.com/

Chris Alley  At :12/21/2015 03:27:18 UTCIf you watch the video I sent you'll know that it can not fly. It broke when it stalled and feel to the ground.Chris Alley  At :12/21/2015 03:31:40 UTCIf you watch the video I sent you'll know that it can not fly. It broke when it stalled and feel to the ground.Chris Alley  At :12/22/2015 06:23:04 UTCWould you please refer me to your supervisor? Gearbest service has been terrible! I contacted you on the 13th of Dec to try and resolve this issue. I've submitted pictures and videos and yet you've done nothing to resolve this. I will be reviewing your company and product. I assure you it will not be good! I either want a full refund or a replacement to this defective product. Stop giving me a run around and resolve this now!A Very Upset Customer,

btw. this is the video I sent you. Please watch it this time.https://youtu.be/X9zuQVoNAH4

Ticket # 2T15122402232Order Number: WP15112713143****Message Type: Faulty D.O.A, DefectiveSubject: My Quadcopter stopped working after 10 minutesMessage: Ticket Status: Waiting for your replyFull Name: Chris AlleyGearbest Customer Support  At :12/24/2015 04:10:05 UTCDear Chris,

Thank you for your message and your recent order on Gearbest.com.

We sincerely sorry to hear this about your item.

We would like to work together to resolve the issue to your satisfaction.

Please review our warranty here: http://www.gearbest.com/about/warranty-and-return.html

Therefore we kindly ask you to follow these steps:

1.Please describe the problem with your item in details (what happened and when?) stating your order number.

2.Please tell us what steps you have already taken to solve the issue.

3.Please give us the item code indicated on the outer package.

4.Please send us clear pictures or videos of the defects in good lighting.

Ideally, the photos/videos should be clear and focused, under good lighting conditions, and taken at close and medium distance.

Please keep the attachment below 2MB and use any of these formats gif, jpg, png, bmp, doc, xls, txt, rar, ppt, pdf.

If your problem isn't solved, you can reply this ticket to get further assistance. We are always happy to help you. Thanks for your patience and understanding.

Best Regards

Gearbest Customer Service

http://www.gearbest.com/

Chris Alley  At :12/24/2015 04:15:53 UTCI've already done Please watch the video.Gearbest Customer Support  At :01/06/2016 06:45:10 UTCDear Chris,

I am sorry to hear you are experiencing difficulties with your item.

-Regarding Quadcopters and RC toys please review our policy here: http://www.gearbest.com/about/warranty-and-return.html

Warranty Exemptions

All RC Toys are strictly quality controlled prior to dispatch.

Due to their nature and intended usage cases,RC toys, Scooters and wheels are subject to wear and tear through repeated use.

As such, our 45 Day Money Back Guarantee relating to these product only covers "dead on arrival" instances where the product does not work out of the box.

It is the customer's responsibility to inspect the product(s) carefully upon arrival.

Product degradation through wear and tear, along with breakage during use, is the customer's responsibility and is not covered by warranty.

Similarly, the warranty does NOT cover RC Toys that have crashed, been damaged or lost due to either extended use or misuse of any kind.

Gearbest recommends proper supervision as we cannot accept liability for any injury, accidents or damage caused by the product or your use of it.

That said, we are still willing to help you the best we can.

We can exceptionally refund 7% the product on your wallet (store credit) and reward you with extra points (e.g. If your refund is 1USD = 5 points ,3USD=3*5 points => get 15 points etc).

You can use both your wallet and points to purchase your future products.

Learn more about wallet benefits: http://www.gearbest.com/about/gb-wallet.html

Check out to use points: http://www.gearbest.com/about/about-points.html?157wrew

Can you please confirm we can go ahead and upgrade your account with this compensation?

Thank you for your collaboration.

Best Regards

Zuza

Gearbest Customer Service

http://www.gearbest.com

Ticket # to Complaint Dept.T15122869033Order Number: WP15112713143****Message Type: Submit a formal complaintSubject: The worst customer service ever!Message: Ticket Status: ProcessingFull Name: Chris AlleyGearbest Customer Support  At :12/28/2015 09:55:08 UTCDear Chris,

Thank you for your message and your recent order on Gearbest.com.

We sincerely sorry to hear this about your item.

We would like to work together to resolve the issue to your satisfaction.

Please review our warranty here: http://www.gearbest.com/about/warranty-and-return.html

Therefore we kindly ask you to follow these steps:

1.Please describe the problem with your item in details (what happened and when?) stating your order number.

2.Please tell us what steps you have already taken to solve the issue.

3.Please give us the item code indicated on the outer package.

4.Please send us clear pictures or videos of the defects in good lighting.

This reviewer shared experience about poor customer service and wants this business to "replace defective product" as the author lost $260. This person is overall dissatisfied with Gearbest. The most disappointing about xk detect x380 quadcopter at Gearbest was worst service ever and poor product support , but reviewer liked cheap price. Reviewer wants customer support to reach our to him or her ASAP for further discussion of this matter.

Also, you can continue reading comments about Gearbest.

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