The Blackberry Pearl and tessies-toys
So I won this “MINT UNLOCKED BLACKBERRY PEARL 8100 GSM SMARTPHONE!” on eBay from the seller tessies-toys. I was pleased with the price and it’s cheaper than buying one through SunCom. At first I was really excited after the phone arrived, but after a couple of hours I realized some things. First, the vibration motor doesn’t work. Second, it’s missing half the applications that are suppose to be installed on this phone. There’s no browser, no Blackberry maps application, etc. Then there is the cheesy “Bonus! Carry Case for unit!” that isn’t even the right size for this phone. So I send tessies-toys an e-mail and this is how it went:
| Dear tessies-toys, I am not satisfied with this item. I understand that it is refurbished but it does not work properly. The vibration function does not work at all. It seems that some of the standard installation software is missing. The auction also stated this was a Cingular released unlock and it is in fact a T-Mobile with T-Mobile software installed. Also the carry case advertised in the auction is too large for the phone.I still would like to have this model phone, so I’d either like an exchange or a partial refund. - wirikidor |
And this was their response:
| Dear wirikidor, I am sorry, there is no software missing and the case is a freebie and is what it is. The phones are unlocked and what they originally were is not relevant. Of course, if the phone is BROKEN in some way, I am more than happy to replace it for you. - tessies-toys |
Now is it just me, or was that response a bit rude? How about an apology? A little bit a sympathy? tessies-toys gets an easy F on customer service. Let’s break down what I said, and how they responded shall we?
- Me: It seems that some of the standard installation software is missing.Â
Them: I am sorry, there is no software missingÂ
Ok so there is a “sorry” there, but it’s not like “I’m sorry you feel that way” or “Sorry you’re having troubles with your purchases” it’s more like “sorry you don’t know what you’re talking about”. Judging by how many of these they sell on ebay (they have 19 available right now at the time I wrote this) I’d be willing to bet they haven’t opened up every one of them and checked them. Or do they even know what is suppose to come with a new one? Or are they relying on their refurb distributor for that?
 - Me: Also the carry case advertised in the auction is too large for the phone.Â
Them: and the case is a freebie and is what it is.Â
So they just throw a cheap case in there for free and I shouldn’t complain about it. After all it wasn’t included in the price of what I paid for the product right? Oh wait it was! I guess I’m lucky I got a case at all.
 - Me: The auction also stated this was a Cingular released unlock and it is in fact a T-Mobile with T-Mobile software installed.Â
Them: The phones are unlocked and what they originally were is not relevant.Â
So having an honest description is the auction isn’t relevant now? I’ve got one even better for you. How about the fact that every carrier has different software that they install on their phones? Some phones can be reflashed to be “unbranded” as if they were purchased directly from the manufacturer, and it depends on where the phone originally came from. So sorry tessies-toys, it is relevant.
 - Me: The vibration funcon does not work at all.Â
Them: Of course, if the phone is BROKEN in some way, I am more than happy to replace it for you.Â
Again is it just me, or was that comment complete condescending?
Â
tessies-toys needs a lesson in customer service. I have run customer service for two different companies (Net America and Convey Systems) and nothing like this happened to my customers. I would have been very happy with a response like “We’re sorry you’re having trouble. Just ship it back to this address and we’ll send you another one.” and that’s all that had to be said.
So I was so furious I didn’t know how to respond, so all I sent back wasy “My item is broken and I would like to exchange it.”
Their response
| Dear wirikidor, Send it back with a note explaining the issue and we will replace it - tessies-toys |
How about AN ADDRESS TO SEND IT BACK IN YOUR RESPONSE!?!?!?!
AAARRRRRRRRRGGGGGGGGGGGGG!!!!!!!!!!!!!!!!!!!!
This is the kind of thing that deserves a negative, but looking at their history this seller waits to get feedback before giving feedback, and I’m sure I’d get a retaliatory negative. I’ll ship the phone back and see what happens.
October 20th, 2007 at 12:51 pm
[...] for than the Blackberry Pearl. I figured once I get my replacement from tessies-toys (see “The Blackberry Pearl and tessies-toys“) I would give it to my wife or sell it on eBay or whatever. So the stores in my area are [...]
December 23rd, 2007 at 7:50 pm
I am having an ongoing dispute with Tessies Toys which started when I innocently inquired about their return policy and noted a “new condition” phone came with tape on the stylus and crud around the battery compartment door. The response was insultingly sarcastic and it escalated from there. Now they are threatening to report the phone they sold to me (and that I’ve paid for) as stolen if I put anything in the feedback about their appalling customer service. The person writing these emails is more than rude, they are clearly unglued and what if they really do mean every word? It explains the seller’s rating for sure, since I’ve held back leaving mine (“threats 2 rpt paid4 phone stolen for ‘wrongful’ feedback. Nuff said?”)
Here is the text of the entire e-mail they sent me when I said that they could stuff the warranty they threatened to void for bad feedback:
“You may do whatever you feel you need to do. However, know also, that if you do leave wrongful feedback, I will do all the things I promised plus one or two more I forgot to mention. I will also call Alltel and report the ESN on the phone stolen so it is confiscated from you if you take it ANYWHERE for sales or service. I am not playing games with you dear and you have NO IDEA the things we can do if you slander our rating wrongfully. This is only the BEGINNING. I promise you will lose BIG TIME if you go down that road. However, it’s totally and 100% up to you of course. I think it FAR better to communicate civilly as to what you need to get the transaction completed to both our satisfaction and leave it at that. However, you do what you need to do and I only promise I will simply REACT to any action you initiate. For NOW, you have a warranty and your phone’s ESN is clear for service and we stand ready to assist you with items needed or any support. Thank you and Happy Holidays
- tessies-toys”
January 13th, 2008 at 8:57 pm
hey, i got a unlocked BB 8300 on ebay also and have BB service for the phone, yet we keep getting “additional I Link” charges
have you had any problems like that, and if so, how did you fix it?
June 5th, 2008 at 11:02 am
This sounds like the standard type of reply that one might get from Tessies Toys. They are out of control. I received slandorous remarks like being called a deadbeat bidder and a liar. They sent me a defective item and I returned it and never heard from them. I still have no replacement. They send a lot of junk out and I am sure it will catch up with them someday. I strongly caution anyone considering doing business with Tessies Toys…oh and the whole deadbeat bidder thing, I used the buy it now option and paid immediately. It was like old Tessie is drunk and unruly. I was shocked and frankly I still am.
October 25th, 2008 at 4:49 pm
THIS SELLER TESSIES-TOYS ON EBAY IS A CROOKED PIECE OF SHIT.. HE IS RUDE AND NASTY AND DOESN’T GIVE A SHIT ABOUT THE CUSTOMER. HE NEEDS TO BE REMOVED AND SHOULD LOOK ELSEWHERE FOR A NEW JOB WHERE HE DOESNT DEAL WITH PEOPLE.. http://WWW.TESSIES-TOYS.COM SUCKS AND SO DOES HIS EBAY STORE
January 6th, 2009 at 7:13 pm
Got an order 3 years ago for 10 pda (audiovox) from Tessies through Ebay. Because I am an international customer shipment could take a few weeks.(he says) After 2 weeks did also an aditional order for 5 items more and al payed. BUT……. Never got anything
Mailed after 6 weeks got only answers it is on its way, be patient and after 8 weeks wasn’t possible anymore to get money back through dispute. Later Tessies was awarded as support for newbees on Ebay, nice teacher ! Cost me after al around $ 550 for non delivery. Be aware for this seller.