So, posted an issue on here to see if there was an easy solution to the issue I was was experiencing (no sound from pro plus) and did the many fixes suggested here and other online info. I was told customer service was good. Well it really ain’t. Created a ticket, without much investigation the guy said your unit is knackered, and it’s 2 months out of warranty. A message or two went back and forward and I was was told we’ll sort some discount on a new unit, I thought ok, so I provided my Amazon purchase info and then no reply, despite multiple attempts, raising new ticket etc.. nothing. Really not happy, anyone else had the same problem?
Poor customer service
- Thread starter Mnuttall
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- wiim pro plus
lostinmusic
Member
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- Nov 6, 2024
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Raise the issue with Amazon. If you're in the UK or EU they are responsible, as the retailer, for the goods being of a reasonable quality. Don't know about the rest of the world.
I believe you still get the standard one year warranty with WiiM/Amazon, and they’re sold by the WiiM Store there so WiiM need to get involved anyway. I wouldn’t expect the usual pleading with an Amazon agent about consumer rights etc would work as it’s in effect a marketplace, not Amazon sale. Hopefully @RyanWithWiiM can follow up on it.
slartibartfast
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EU warranties are normally 2 years aren't they.
Can’t remember the ins and outs of the EU Sale of Goods Directive nor the Consumer Rights Act in the UK tbh. Anyway I normally find taking a quiet polite approach with vendors rather than waving legislation at them works better. YMMV 
The original ticket was
545542
although I did end up creating more than 1 ticket just to get a response. I know these guys are busy but weird you would offer something which is the minimum I would expect from any company worth their salt and then just cut off replies. The guy I was dealing with was Ethan but there must be many.
hgo58
Major Contributor
It's unfortunate normal, to my experience, that @WiiM Support stops responding after a few mail exchanges. Even in the case they ask you to do beta testing, they stop responding to your feedback.
To be fair, I can imagine there may be an approvals process to authorise the issuing of discounts , replacements or whatever and there's been a weekend in between your original ticket 8 days ago and now. Give Ryan a chance to investigate
Not at all my experience, I have to repeat.
Creating multiple tickets for the same case certainly doesn't help to streamline communication. Are you aware that you can see and manage your tickets through the WiiM Help Center?
Pcryan5
Senior Member
My Air Purifier died 9 months post warranty. One email to them - try this - try that - it’s dead - we can ship you a new one at 60% off. Done. THAT is customer service.
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Hi all! I'll reach out to the CS team to see what's up. Thanks for the flag!
reniro
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yes same here - in three different cases
slartibartfast
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You can tell us what was in itSorry, not a public thread. I’ll remove it. I’d be grateful if you ignored it
Theoretically, yes, but after the 12th month, the burden of proof is reversed. Until then, it is assumed that the defect existed from the outset; after that, the buyer must prove that the fault existed from the outset, which is practically impossible or at least extremely difficult.
The only exception is if a manufacturer provides a specific manufacturer's warranty for two years (or even longer), which is rarely the case.
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