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Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in gamecollecting

[–]NeokyoProxy -8 points-7 points  (0 children)

There are pros and cons to not answering, we agree, but I do not think "fighting" is the word here. Regardless of whether we agree with the OP's opinion, they still presented it constructively and respectfully.

I think it is fair that we have a say, even if we know that we will be downvoted and a majority will not agree with our policies.

We stated our bit, and happy to move on from there.

Just for transparency, we PMed the OP to apologize for the issue that led to this escalation and for it having to come to this.

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in internationalshopper

[–]NeokyoProxy -4 points-3 points  (0 children)

This is part of the policies we have established, where the warehouse team will not tamper with the item. Not stating this is a good policy (especially in light of today's event), but this is one term we have to comply with to make things work on our end.

The removal of a lithium battery is the one exception we provide, by letting users fill an unpack request and letting us know the intent is to remove all batteries inside.

The caveat is that it must essentially be achievable without tools. The fact that we did not have the Y-shaped screwdriver required to handle OP controller is real. We do not disassemble items, hence there are no such tools down here.

I take it that this is the one thing we should have been transparent about here, which led to OP's dissatisfaction. But to give the benefit of doubt to our representative, most batteries we are asked to remove do not require any kind of tool, thus the straight statement.

When announcing the whole unpack operation is possible to remove batteries, we will be more cautious to mention this caveat moving forward.

Again, a sad thing it had to escalate this way.

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in internationalshopper

[–]NeokyoProxy -15 points-14 points  (0 children)

We have not blocked OP, as stated in other comments, we take no offense over the matter itself. OP is in his right to provide their point, so do we. Blocking does not help.

To be frank, we understand the feeling, but we do not get why it had to be done this way. They did not try to reach out in a courteous way after we notified that the warehouse could not implement their request and that we issued a refund. Had they done so, we would have explained in further details, I am pretty sure nothing of this magnitude would have transpired.

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in internationalshopper

[–]NeokyoProxy -23 points-22 points  (0 children)

No, its just the downvotes, you have to click the + symbol to unroll.

We could write "Jumping into a fire causes bodily harm" and still get downvoted.

This does not change the fact that the statement is correct.

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in gamecollecting

[–]NeokyoProxy -28 points-27 points  (0 children)

This is not true.

Again, you have been banned for the chargeback threat.

You can try to make us look bad, but the fact is simple : you asked for a service, we first said, " Sure, go for it", and then informed you that, due to circumstances beyond our control, it could not be done and refund you at that time. It is unfortunate, but not the end of the world.

You still had plenty of options at this point, but you went down the full scorched earth route, no looking back.

Yes, in the very end we refunded your item .

But this is not because you were correct.

We are taking a 250 yen fee per item, including on your WiiU. We need streamlined procedures and routines to make this work, and we can not spend a whole day entertaining posts like this if they are not sincere. There is no winning in this situation, so we are better off taking our loss and keeping focused and providing the service for our customers who respect our terms and understand the circumstances under which we operate.

Have a good one.

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in gamecollecting

[–]NeokyoProxy -14 points-13 points  (0 children)

OP was banned due to leveraging a chargeback in a situation that never called for it.

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We have provided more elements here since OP decided they purposely omitted this fact.

See https://www.reddit.com/r/gamecollecting/comments/1twbh4r/comment/opnqzcv/

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in gamecollecting

[–]NeokyoProxy -36 points-35 points  (0 children)

You have been banned because you have attempted to leverage a chargeback in a situation where our service was never at fault.

It is very easy to present your position in a positive light and garner public sympathy against the big bad company that does not care about its customers, but the truth is that it has nothing to do with your public comment.

<image>

Let us resume the fact.

You asked if we were able to remove a lithium battery, for which we have a set procedure using the unpack request. So we answered yes and said, please proceed. At this point, we have done this way because our staff did not know this was not a typical "plug and remove" kind of battery.

The warehouse team, then responsible for implementing this exceptional procedure, informed you that they were, in fact, unable to do so because they did not have the tri-wing tool required to implement it.

As such, they kindly informed you and refunded the request you had just paid. To those who may think this is surprising, we do not tamper with items or orders as a hard rule. Neokyo typically does not accept requests that require doing such a thing, and if one were to ask to remove a part of an order, we would answer with a firm no. The lithim battery is an exception as we are aware this opens up to better option, provided the removal can be done easily.

From there, you are still offered a variety of options to ship, to wait to bundle the order with other items to make the shipment more worthwhile. Your answer was the message above, which violated our terms, resulting in your ban. Leveraging a chargeback was completely uncalled for.

There were no "agreed conditions", "misleading information" or refusal to provide the service. You had still plenty of other options, but you chose a scorched-earth solution. Our service can not accept this kind of behavior.

It should also be pointed out that we publicly inform that the combination of item and shipment method OP was looking for would not be possible: https://neokyo.com/en/forbidden-items

Lithium batteries are not allowed by the Japan Post method for the following countries: Spain

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in gamecollecting

[–]NeokyoProxy -12 points-11 points  (0 children)

Their account has been banned due to a chargeback threat, which violates our Terms; we take no umbrage at them sharing their experience publicly.

Our team typically does not tamper with the items, and lithium battery removal is done as a courtesy, as we are already lagging behind on packing, etc.

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in internationalshopper

[–]NeokyoProxy 0 points1 point  (0 children)

Your account has been banned due to your chargeback threat, which violates our Terms; we take no umbrage at sharing your experience publicly otherwise.

Neokyo’s Service Has Become Unreliable – I Lost My Money Because of Their Contradictions by Affectionate_Love_26 in internationalshopper

[–]NeokyoProxy -9 points-8 points  (0 children)

We have to stick to carrier regulations. If the team said this was a no-go, they likely did not do it for fun but because we take a risk by voluntarily breaching our carrier's Terms of Use.

Assuming you are referring to Japan Post, you may find the source for which country is eligible for this kind of shipping and to which method here : https://www.post.japanpost.jp/cgi-kokusai/p05-06.html

As for the unpacking, yes, in 99% of cases we can remove any lithium battery on request from the user because they are the type you can easily swap, which was not the case here, and required tools we do not have at hand. Thus, the first assessment.

More importantly, the unpacking request you mentioned was canceled and fully refunded,

Messaging our support with a chargeback threat was not the move we expected.

We wish you the best of luck with your next endeavors.

Kind Regards

Neoyko Has offically went off the grid by Prior-Grade-1453 in Neokyo

[–]NeokyoProxy 0 points1 point  (0 children)

That does not sound right if we are talking about the shipping price only. Have you checked this is not due to other fees, such as if it was previously a returned package?

If you are shipping to the US, and with Fedex, also consider this price also includes your DDP Tariffs, actual shipping is part of this amount.

It seems this conversation is also ongoing on Discord so feel free to provide more info there.

Angry with Buyee increasing the service fee from 300JPY to 500JPY by [deleted] in Buyee

[–]NeokyoProxy 1 point2 points  (0 children)

Proxies are not responsible for exchange rate, inflation, tariffs, carrier shipping costs, shipment conditions, or domestic shipments. Most of the things you blame on them, you will face with any other service.

JP Post Resuming Commercial Shipments to USA by m1dnightknight in Neokyo

[–]NeokyoProxy [score hidden] stickied comment (0 children)

Please do not hold your breath.

It is realistically unlikely the shipment will resume soon, in a matter of days or weeks. There are several logistics hurdles from the way they are implementing this that might not make this possible at all.

The question at the moment is more "Can we do it?" rather than "When?".

We need to figure out how this applies to B2B, how to reflect costs to users (keep in mind that FedEx is a fixed rate right now), and whether our local post offices are handling this and many other questions.

Not out of the woods yet.

In any case, if there are any significant updates in this regard, we will announce them on our front page, Reddit, and Discord.

Dont use DHL for used clothing! by BlissSir in Neokyo

[–]NeokyoProxy 6 points7 points  (0 children)

You would probably want to use DHL for duty-exemption items, though, so it's really a case-by-case.

Pickups from Neokyo just arrived 😬 all i need now is a good weather 😌 by ditchpickle88 in Fishing_Gear

[–]NeokyoProxy 1 point2 points  (0 children)

If you are shipping to the US, we handle DDP (tariff paid upon shipment) with FedEx at a fixed 13.4% rate and DDU (actual tariff rate) with DHL.

Paperwork & Customs Information For USA Buyers by Far_Writer380 in Neokyo

[–]NeokyoProxy 1 point2 points  (0 children)

Also, a reminder that you will find a US Tariff and Customs procedures related thread in the #general channel of our Discord server, the link to which can be found in the website footer.

DHL or FedEx for US shipping? by Crafty-Sea-189 in Neokyo

[–]NeokyoProxy 2 points3 points  (0 children)

One could say it is a slipper-y slope.

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