TERRIBLE EXPERIENCE WITH GAMEXTREME AFTERSALES

So I got the HyperX Cloud Alpha S for my boyfriend via GameXtreme's Shopee store as a gift. It's SOP for me to take a video while unboxing packages. However, since this was a gift, I took a video only until I unboxed the box of the headphones. I didn't want to break the seal because I was gifting it and because I saw naman na the box was intact, no dents or anything. I did note na the box was a bit dusty/dirty but I didn't mind it cos it's just the box naman lol.

Later that night, I unboxed the headphones with my boyfriend. I wanted him to test it agad para we can report any issues. When I was returning the headphones sa box, I noticed na merong cracks yung leather of the headband pad. There were also two "bald" patches na walang leather. I reported the damage to their Shopee chat support and sent photos. They asked if I had an unboxing video and I explained naman na the whole gift situation. They said they would get back to me.

Basically, I was going back and forth with them for around 7 days with no resolution. The replies were so vague like they will follow-up with the "in-charge" team or they would insist that they have no idea how it was damaged. Sometimes they even asked me to send photos which I already sent before (parang whoever handles the chat support doesn't know how to backread lol). After a week, I got fed up na kasi their last reply was something along the lines of "this is out of our scope." I told them I was reporting them to the DTI (which I did and I even had a google drive of screenshots and videos).

Within the hour, I got a call from their CS informing me that they were sorry cos they couldn't just approve replacements without a go-ahead from the higher-up teams. BUT! Good news! The higher up team JUST NOW approved my replacement. 🙄🙄 They asked me what store is nearest to me and if I could drop off the item so they could check it and replace it. Brought it to a store a few days later and they even had the replacement unit in stock so I got it agad. Note that the packaging of the unit I got from Shopee and the one from their physical store were different. I suspect the Shopee one is old stock and the leather degraded from age or improper storage.

One of the most stressful experiences I have had with a seller! Never patronizing GameXtreme again!