BUYER BEWARE! (Read my Live Chat with customer service attempt to return)
Louis C
Customer support
????
????
2/27/17 @ 12:15pm Chat started
Customer Service
Welcome to XenonPro. Your #1 Trusted Source for Premium HID Kits.
WINTER SALE: 50% OFF Entire Store. Discount Already Applied
XenonPro Visitor
Hi, I was told to speak with you here on live chat to deal with an issue
Louis C joined the chat
Louis C
sure
what issue are you having?
XenonPro Visitor
I had quite a difficult time getting a response via email- they said there was an issue
Louis C
what issue is happening with your kit
?
XenonPro Visitor
My order had 2 issues. First- the relay harness was not included. Second, despite everything looking unopened, one light bulb seems to have been used or previously installed with a chipped off piece of the piece that inserts into the headlight
I have been looking to return the set but had no luck
Louis C
what is your order ID?>
i will have a look
XenonPro Visitor
130003148
jan 19
Louis C
thank you
wont be much longer
XenonPro Visitor
no problem
I received the email response on Feb 20 from my inquiries throughout Jan and Feb
Louis C
so one bulb doesnt turn on correct?
thats the issue youre having?
XenonPro Visitor
no
i didnt test them without the relay
the plastic tabs that secure the bulb- on one bulb one was cracked off.
plus the relay was missing
Louis C
ok i see that the relay wasnt included because we are in back order for that part
however, it is not needed for your vehciel
XenonPro Visitor
so I am just looking to return the set and get a refund
Louis C
no need for a refund sir, the kit works
well have it rectified for you
sending it for a refund will be more costly than keeping it
XenonPro Visitor
I am not sure what you are saying
Louis C
what dont you understand?
XenonPro Visitor
I am asking for an RMA for return and a refund based upon damage and a missing part.
Louis C
ok so the missing part has been refunded to your account
and now for the damage, we will help you get it warrantied for free
no need to send it back
XenonPro Visitor
I no not want it
I am unsatisfied with the customer service, taking over 30 days for any response. Defective equipment, missing parts I was originally told I needed and dont. never notified of backorder yet charged anyway. I would like to return the kit
Louis C
yes but youre over the 30 day money back
but we have no issues replacing whatever needs to be replaced
XenonPro Visitor
Yes, and I have email documentation stating you had an issue on your end, apologized for the delay, and stated that a live chat agent will assist me
Straight from your website: 100% Satisfaction Guarantee or Money Back. I am not satisfied and would like my money back.
Also from your website: Our Mission & Guarantee:
Highest Quality Xenon HID Headlights Kits.
Award-Winning Customer Support.
Louis C
Straight from our website
Returning Procedures
Returns must be made within 30 days of purchase date. A customer must request a Return Merchandise Authorization (RMA) number.
XenonPro Visitor
I requested a return within 7 days. It is all documented via email chain
Comment: I have been trying to contact you for weeks and have gotten no calls back no returned emails and no direction and how to return the headlights that I purchased. I am missing the relay that was ordered and paid for and one of the headlights is missing one of the tabs which makes me think that this is a return that were shipped to me without being inspected for damage. Please Get in touch with me as soon as possible so that I can get an RMA. I also need instructions for shipping. Thank you very much.
I had sent 5 emails+ prior to this. this was sent directly through your contact tab on the website and is timestamped as such. This is clearly within the 30 days.
Louis C
i
what is the issue with your kit?
XenonPro Visitor
I want to return it
Louis C
we'll have a brand new replacement shipped out to you free of charge to rectify your issue
a return is not possible since you're over the 30 days
XenonPro Visitor
I do not want that. In order to be satisfied, as your mission states, I would like to return for a refund which I am entitled to based on the issues
I am not over 30 days. I sent everything in prior to that. Please tell me who else I need to speak with.
Louis C
that would be me sir
XenonPro Visitor
So please process a refund.
Louis C
i cannot
the system wont le tme do it
since youre over the 30 day mark
XenonPro Visitor
so then clearly this needs to be escalated to someone whom can. I find it revy interesteing that all emails and contacts were ignored until one day after your system cannot issue a refund. Especially given all emails falling well before the 30 days ends.
I need a solution here that involves my money coming back
have you figured out options or whomI need to speak with?
Chat rated Bad
Leave a Comment
Louis C
yes, that would be me
for your issue it would have to be handled with me
but as metnioned to you, we cannot give you a refund
however, you do have access to free lifetime warranty
so lets work with that
what seems to be faulty with your kit?
XenonPro Visitor
No
I cannot talk about that
This is what I need. Please tell me:
Do you acknowledge that I had made good faith efforts to contact you on multiple occassions to make a return
?
Louis C
yes but since it is over 30 days, i cannot process an RMA
XenonPro Visitor
Do you acknowledge that I just provided proof that you received my email s and request and that your own customer service rep stated there were issues on YOUR end getting emails?
Louis C
the system wont le tme
**let me
my apologies for the inconvneience
lets work with what we can do however
what doesnt work with your kit sir?
it is the bulb or the ballast?
XenonPro Visitor
So then, please tell me- Do you understand that you are required to issue a refund? Based your advertising and US commerce/business laws?
Louis C
let's stop turning in circles sir, you are not eligible for a refund
would you like me to process you for free replacements for your kits?
XenonPro Visitor
So I know the system will not allow you to. We all have systems we work within. What needs to happen is that this needs to be rectified with management. A check would need to typically be issued by accounts payable
Louis C
if not, i would have to terminate the chat in order to help other customers
XenonPro Visitor
I will dispute with my financial institution and I request to be put in touch with a supervisor
Louis C
dispute what sir?
XenonPro Visitor
I have this conversation saved and will forward to any governing authority, along with my emails
Louis C
but we can have it recitifed for free
why go through the hassles of getting it returned?
XenonPro Visitor
Because I no longer want it, as I am unsatisfied with the order and customer service.
Louis C
whta is your order ID?
i will see what i can do
XenonPro Visitor
The order was defective and missing parts. I have the right to choose a refund or exchange. And at the time thiese issues were identified, I was within my term
130003148
Louis C
the RMA has been issued to you
along with the return procedures
you should receive it in your email address momentarily
look out for it in your junk mail as it may have ended up in there
XenonPro Visitor
I have received it. Do I print that and place it in the package?
Louis C
no need
just follow the procedures
XenonPro Visitor
Thank you for getting me what I requested. I greatly appreciate your help.
Louis C
Customer support
????
????
2/28/17 @ 11:15am Chat started
Customer Service
Welcome to XenonPro. Your #1 Trusted Source for Premium HID Kits.
WINTER SALE: 50% OFF Entire Store. Discount Already Applied
XenonPro Visitor
Hello?
Louis C joined the chat
XenonPro Visitor
We spoke yesterday. You approved my RMA. I have mailed it today. Shipping was $24.50
How do I go about sending the receipt to have it added to the reimbursement
?
Louis C
you dont
shipping back to us is on the customers fees
XenonPro Visitor
Yes, usually if I had changed my mind it would be. I understand and expect that. but this return is based on missing parts and a defect in the product.
Louis C
i understand sir but it is stated in our return policy that shipping back to us is the customer
customer's responsiblity
XenonPro Visitor
I will accept the return postage only if there is no restocking fee imposed, as the product is defective and should not be restocked.
wait
I take that back
your policy states NOTE: If a product is returned because of a mistake on our end, the shipping fees back to your location will not apply.
Louis C
yes back to your location
but your sending it for a refund
XenonPro Visitor
ok
Louis C
shipping back to us still needs to be paid by yourself
XenonPro Visitor
I understand that. Again, that is fine as long as there is no restocking fee for a broken product
I can eat the $25
so then, you can confirm that the restocking does not apply due to the product being damaged?
A lot of marketing and bait/switch is what keeps Xenonpro going. Like several people have reported, I received a defective item and Xenonpro ignored me at every opportunity. When I finally got a chance to contact someone they immediately assumed they knew what I wanted and didn't bother asking. I got the fellow's attention only to have him lie to me repeatedly, and even claiming intimate knowledge of how every other headlight retailer operates.
Their mission statement and guarantee are both weapons grade crap. Even their review system is suspicious.
I received a defective kit. I left numerous messages on their customer service line. No call back and no way to speak to a live person. They did respond to email. I requested a refund. They issued an RMA with instructions to return the kit to their address in Canada. All returns are required to be shipped at the customer's expense. A return from GA to Canada is $34. They charge a 20% restocking fee even on defective merchandise! To return my kit would cost me $58 out of pocket,
They did send me an additional instruction sheet advising me to reverse the polarity. I reluctantly hooked up the wires from the kit to my wiring harness in reverse - red to black and black to red. one of the two lights came on but the other did not.
I bought xenon hid kit from xenonpro.com i had some trouble ordering... payed and could get hold of them, but after multiple calls i got my xenon hid kit ( it was about $130 after 30% off) after I open box I saw a cheaply made kit, I thought (at least I got life time warranty ) Actualy it was working fine for about couple months. After it stopped working, I contacted them, and got respons, but after that... for some uknown reason they just keep ingonring me, I send multiple emails, but no responses. Customer service on phone is non-existen. Xenon kit is clearly made in china and has sticker on "made in Germany" and after couple month it was peeling off. I just order another kit from amazon.com and it cost me $43 it's exeactly some quality.
XenonPro.com Reviews
BUYER BEWARE! (Read my Live Chat with customer service attempt to return)
Louis C
Customer support
????
????
2/27/17 @ 12:15pm Chat started
Customer Service
Welcome to XenonPro. Your #1 Trusted Source for Premium HID Kits.
WINTER SALE: 50% OFF Entire Store. Discount Already Applied
XenonPro Visitor
Hi, I was told to speak with you here on live chat to deal with an issue
Louis C joined the chat
Louis C
sure
what issue are you having?
XenonPro Visitor
I had quite a difficult time getting a response via email- they said there was an issue
Louis C
what issue is happening with your kit
?
XenonPro Visitor
My order had 2 issues. First- the relay harness was not included. Second, despite everything looking unopened, one light bulb seems to have been used or previously installed with a chipped off piece of the piece that inserts into the headlight
I have been looking to return the set but had no luck
Louis C
what is your order ID?>
i will have a look
XenonPro Visitor
130003148
jan 19
Louis C
thank you
wont be much longer
XenonPro Visitor
no problem
I received the email response on Feb 20 from my inquiries throughout Jan and Feb
Louis C
so one bulb doesnt turn on correct?
thats the issue youre having?
XenonPro Visitor
no
i didnt test them without the relay
the plastic tabs that secure the bulb- on one bulb one was cracked off.
plus the relay was missing
Louis C
ok i see that the relay wasnt included because we are in back order for that part
however, it is not needed for your vehciel
XenonPro Visitor
so I am just looking to return the set and get a refund
Louis C
no need for a refund sir, the kit works
well have it rectified for you
sending it for a refund will be more costly than keeping it
XenonPro Visitor
I am not sure what you are saying
Louis C
what dont you understand?
XenonPro Visitor
I am asking for an RMA for return and a refund based upon damage and a missing part.
Louis C
ok so the missing part has been refunded to your account
and now for the damage, we will help you get it warrantied for free
no need to send it back
XenonPro Visitor
I no not want it
I am unsatisfied with the customer service, taking over 30 days for any response. Defective equipment, missing parts I was originally told I needed and dont. never notified of backorder yet charged anyway. I would like to return the kit
Louis C
yes but youre over the 30 day money back
but we have no issues replacing whatever needs to be replaced
XenonPro Visitor
Yes, and I have email documentation stating you had an issue on your end, apologized for the delay, and stated that a live chat agent will assist me
Straight from your website: 100% Satisfaction Guarantee or Money Back. I am not satisfied and would like my money back.
Also from your website: Our Mission & Guarantee:
Highest Quality Xenon HID Headlights Kits.
Award-Winning Customer Support.
Louis C
Straight from our website
Returning Procedures
Returns must be made within 30 days of purchase date. A customer must request a Return Merchandise Authorization (RMA) number.
XenonPro Visitor
I requested a return within 7 days. It is all documented via email chain
XenonPro.com <[email protected]>
Feb 20 (7 days ago)
to me
Hello Justin,
Please accept our sincere apologies for the late reply. We had some issues receiving customer emails recently.
We kindly ask that you contact us via Live Chat and one of our agents will be more than glad to assist you.
(You'll see the Live Chat feature at the bottom right hand side of our website.)
Regards,
Kevin Wallace
Customer Support
www.XenonPro.com
From: XenonPro [[email protected]]
Sent: February 15, 2017 5:44 PM
To: XenonPro.com
Subject: Contact Form
Name: Justin linefsky
E-mail: [email protected]
Telephone: 5163166790
Subject: Exchanges and Returns
Order ID: 130003148
Comment: I have been trying to contact you for weeks and have gotten no calls back no returned emails and no direction and how to return the headlights that I purchased. I am missing the relay that was ordered and paid for and one of the headlights is missing one of the tabs which makes me think that this is a return that were shipped to me without being inspected for damage. Please Get in touch with me as soon as possible so that I can get an RMA. I also need instructions for shipping. Thank you very much.
I had sent 5 emails+ prior to this. this was sent directly through your contact tab on the website and is timestamped as such. This is clearly within the 30 days.
Louis C
i
what is the issue with your kit?
XenonPro Visitor
I want to return it
Louis C
we'll have a brand new replacement shipped out to you free of charge to rectify your issue
a return is not possible since you're over the 30 days
XenonPro Visitor
I do not want that. In order to be satisfied, as your mission states, I would like to return for a refund which I am entitled to based on the issues
I am not over 30 days. I sent everything in prior to that. Please tell me who else I need to speak with.
Louis C
that would be me sir
XenonPro Visitor
So please process a refund.
Louis C
i cannot
the system wont le tme do it
since youre over the 30 day mark
XenonPro Visitor
so then clearly this needs to be escalated to someone whom can. I find it revy interesteing that all emails and contacts were ignored until one day after your system cannot issue a refund. Especially given all emails falling well before the 30 days ends.
I need a solution here that involves my money coming back
have you figured out options or whomI need to speak with?
Chat rated Bad
Leave a Comment
Louis C
yes, that would be me
for your issue it would have to be handled with me
but as metnioned to you, we cannot give you a refund
however, you do have access to free lifetime warranty
so lets work with that
what seems to be faulty with your kit?
XenonPro Visitor
No
I cannot talk about that
This is what I need. Please tell me:
Do you acknowledge that I had made good faith efforts to contact you on multiple occassions to make a return
?
Louis C
yes but since it is over 30 days, i cannot process an RMA
XenonPro Visitor
Do you acknowledge that I just provided proof that you received my email s and request and that your own customer service rep stated there were issues on YOUR end getting emails?
Louis C
the system wont le tme
**let me
my apologies for the inconvneience
lets work with what we can do however
what doesnt work with your kit sir?
it is the bulb or the ballast?
XenonPro Visitor
So then, please tell me- Do you understand that you are required to issue a refund? Based your advertising and US commerce/business laws?
Louis C
let's stop turning in circles sir, you are not eligible for a refund
would you like me to process you for free replacements for your kits?
XenonPro Visitor
So I know the system will not allow you to. We all have systems we work within. What needs to happen is that this needs to be rectified with management. A check would need to typically be issued by accounts payable
Louis C
if not, i would have to terminate the chat in order to help other customers
XenonPro Visitor
I will dispute with my financial institution and I request to be put in touch with a supervisor
Louis C
dispute what sir?
XenonPro Visitor
I have this conversation saved and will forward to any governing authority, along with my emails
Louis C
but we can have it recitifed for free
why go through the hassles of getting it returned?
XenonPro Visitor
Because I no longer want it, as I am unsatisfied with the order and customer service.
Louis C
whta is your order ID?
i will see what i can do
XenonPro Visitor
The order was defective and missing parts. I have the right to choose a refund or exchange. And at the time thiese issues were identified, I was within my term
130003148
Louis C
the RMA has been issued to you
along with the return procedures
you should receive it in your email address momentarily
look out for it in your junk mail as it may have ended up in there
XenonPro Visitor
I have received it. Do I print that and place it in the package?
Louis C
no need
just follow the procedures
XenonPro Visitor
Thank you for getting me what I requested. I greatly appreciate your help.
Louis C
Customer support
????
????
2/28/17 @ 11:15am Chat started
Customer Service
Welcome to XenonPro. Your #1 Trusted Source for Premium HID Kits.
WINTER SALE: 50% OFF Entire Store. Discount Already Applied
XenonPro Visitor
Hello?
Louis C joined the chat
XenonPro Visitor
We spoke yesterday. You approved my RMA. I have mailed it today. Shipping was $24.50
How do I go about sending the receipt to have it added to the reimbursement
?
Louis C
you dont
shipping back to us is on the customers fees
XenonPro Visitor
Yes, usually if I had changed my mind it would be. I understand and expect that. but this return is based on missing parts and a defect in the product.
Louis C
i understand sir but it is stated in our return policy that shipping back to us is the customer
customer's responsiblity
XenonPro Visitor
I will accept the return postage only if there is no restocking fee imposed, as the product is defective and should not be restocked.
wait
I take that back
your policy states NOTE: If a product is returned because of a mistake on our end, the shipping fees back to your location will not apply.
Louis C
yes back to your location
but your sending it for a refund
XenonPro Visitor
ok
Louis C
shipping back to us still needs to be paid by yourself
XenonPro Visitor
I understand that. Again, that is fine as long as there is no restocking fee for a broken product
I can eat the $25
so then, you can confirm that the restocking does not apply due to the product being damaged?
Among the Worst Service I've Experienced
A lot of marketing and bait/switch is what keeps Xenonpro going. Like several people have reported, I received a defective item and Xenonpro ignored me at every opportunity. When I finally got a chance to contact someone they immediately assumed they knew what I wanted and didn't bother asking. I got the fellow's attention only to have him lie to me repeatedly, and even claiming intimate knowledge of how every other headlight retailer operates.
Their mission statement and guarantee are both weapons grade crap. Even their review system is suspicious.
Buyer Beware
I received a defective kit. I left numerous messages on their customer service line. No call back and no way to speak to a live person. They did respond to email. I requested a refund. They issued an RMA with instructions to return the kit to their address in Canada. All returns are required to be shipped at the customer's expense. A return from GA to Canada is $34. They charge a 20% restocking fee even on defective merchandise! To return my kit would cost me $58 out of pocket,
They did send me an additional instruction sheet advising me to reverse the polarity. I reluctantly hooked up the wires from the kit to my wiring harness in reverse - red to black and black to red. one of the two lights came on but the other did not.
This company is a scam.
I bought xenon hid kit from xenonpro.com i had some trouble ordering... payed and could get hold of them, but after multiple calls i got my xenon hid kit ( it was about $130 after 30% off) after I open box I saw a cheaply made kit, I thought (at least I got life time warranty ) Actualy it was working fine for about couple months. After it stopped working, I contacted them, and got respons, but after that... for some uknown reason they just keep ingonring me, I send multiple emails, but no responses. Customer service on phone is non-existen. Xenon kit is clearly made in china and has sticker on "made in Germany" and after couple month it was peeling off. I just order another kit from amazon.com and it cost me $43 it's exeactly some quality.