After having issues with my ITouch, I decided to send it in to be evaluated by DigiExpress as their are a limited amount of companies that do this type of work available. After agreeing to their initial term of $25.00 plus return shipping and handling, I sent me device in for service.
The transaction went smoothly in the beginning. The device was evaluated and deemed to require the replacement of a component valued at $62.00.in order to expedited the repair, I paid this amount quickly. I was told the repair would begin in 5-7 days as they were experiencing a backlog. After about a week, I received an email stating that further evaluation concluded that the initial estimate was not correct and the repair costs exceeded the units value and that the unit would be returned. The email also stated that the cost of the parts would be refunded within 5-7 days. Again, if this was a prudent decision not to repair a product where the price would exceed the cost of a new unit, I appreciated the feedback.
This is where the issue begins. I did receive the unit back within a few days but I did not receive my refund. I waited until the 8th business day from the email notification and called the company. The representative stated that she was sorry for the delay and would send the information over to the credit department immediately. I waited another week for an update and sent an email to the company. I was told that due to a backlog my refund would take 10-15 days. Ironically we are already outside of that window, and have requested two additional times through email for an update, both of which have been ignored.
This is an annoyance and wish that I had done a little more research regarding this company prior to moving forward. My next step is to contact my bank and request a chargeback. It will be inconvenienet but it appears that this may be the only way to get a refund.
I would definitely not recommend this company.
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