08-12-25, 04:13 PM
No unit.
It is now 4th month of going back-and-forth.
I originally purchased from an address in Germany (a "mass" warehouse that transports stuff to Serbia to each particular customer based on user ID). That is the exact address I told the Scottoiler customer support to ship the replacement unit to.
They sent the package, and the package returned. They asked me to pay for a tracked package, stating that they must "charge for tracked shipping to ensure that it arrives correctly."
It turned out they got the shipping recipient name wrong, so the warehouse didn't know who it was for, and the package returned. Once we concluded that, Scottoiler sent the package again, without insisting on my paying for tracked shipping.
However, the re-sent package returned again. This time German customs required the missing info:
- A commercial invoice.
- Correct value declaration.
- Proper export CN22/CN23 documentation.
So, without that info provided by the sender, the shipment has been returned to sender.
Now, customer support wants me to pay for a tracked shipment.
It has been almost 100 days now. I spent quite some time and energy trying to figure out the shipment problem causes and find a way to make it work - so the Scottoiler can do what's right (if they want to).
As I stated in my last email, I am not willing to invest more money. I paid for the product, it broke after almost no use (first trip after having installed it), and I can't get a replacement to the address where I had ordered the product originally (Serbian customs are pure evil and I import everything using the above-noted company warehouse in Germany).
Important info is that I had ordered the "original" (yellow) model on Amazon website, but I received a new ("updated / upgraded") model "with no extra charge." That was presented as an upgrade at no extra charge, but in hindsight, it looks differently.
Since another Scottoiler in my very city had the same short lifetime, I am suspecting that production quality has been reduced. Based on this customer support experience, I will not be buying or recommending this product anymore. I used to swear by it - but that was the old model that is apparently discontinued.
From my point of view, I did the right thing and gave Scottoiler every chance to do the right thing in return.
It is now 4th month of going back-and-forth.
I originally purchased from an address in Germany (a "mass" warehouse that transports stuff to Serbia to each particular customer based on user ID). That is the exact address I told the Scottoiler customer support to ship the replacement unit to.
They sent the package, and the package returned. They asked me to pay for a tracked package, stating that they must "charge for tracked shipping to ensure that it arrives correctly."
It turned out they got the shipping recipient name wrong, so the warehouse didn't know who it was for, and the package returned. Once we concluded that, Scottoiler sent the package again, without insisting on my paying for tracked shipping.
However, the re-sent package returned again. This time German customs required the missing info:
- A commercial invoice.
- Correct value declaration.
- Proper export CN22/CN23 documentation.
So, without that info provided by the sender, the shipment has been returned to sender.
Now, customer support wants me to pay for a tracked shipment.
It has been almost 100 days now. I spent quite some time and energy trying to figure out the shipment problem causes and find a way to make it work - so the Scottoiler can do what's right (if they want to).
As I stated in my last email, I am not willing to invest more money. I paid for the product, it broke after almost no use (first trip after having installed it), and I can't get a replacement to the address where I had ordered the product originally (Serbian customs are pure evil and I import everything using the above-noted company warehouse in Germany).
Important info is that I had ordered the "original" (yellow) model on Amazon website, but I received a new ("updated / upgraded") model "with no extra charge." That was presented as an upgrade at no extra charge, but in hindsight, it looks differently.
Since another Scottoiler in my very city had the same short lifetime, I am suspecting that production quality has been reduced. Based on this customer support experience, I will not be buying or recommending this product anymore. I used to swear by it - but that was the old model that is apparently discontinued.
From my point of view, I did the right thing and gave Scottoiler every chance to do the right thing in return.
Most things done in a hurry need to be done again - patiently.