Return Warehouse

[hdriderwnc]

I sent back my defective Ionic on July 16. It took until the 23 @ 10:52 for the warehouse to receive it. I was told I would receive email confirmation within 24-48 hours that my replacement was shipped. I called on the 25th and was told it would be up to 5 business days before they even opened the package. Now it is 11:45 on the 30th and a 4th phone call revealed they have still not even opened the package. I’ve been without possession or use of my Ionic for 14 days now. Why does it take over half a month to handle this issues, when you can ship an Elephant to Egypt OVERNIGHT???

[GySgt_Seidell]

Hello @hdriderwnc and Welcome!  I totally understand your frustration as I have gone through similar plights in the past with other companies who function similarly.  I have, however, sent your message over to the Forum Moderators to see if they can escalate this for you and get your Ionic back to you quicker.  Good Luck and please keep me posted!  Thanks and Keep on STEPPING!

[hdriderwnc]

So far 4 phone calls and 4 emails has only gotten me “once we locate and verify receipt”-which is easier said as “once someone does their job” we will send your replacement. 

The package has been verified as in the warehouse over 7 calendar days already waiting for SOMEONE TO DO THEIR JOB and open the package!!! 

To say I’m “frustrated” is overly polite. 

[jharla1]

@hdriderwnc eventually they will just ship it out once it's been longer than the 5 days.  Consider yourself lucky if you've only been without your Ionic for 2 weeks.  Mine was received by the warehouse on 7/3.  Of course 7/4 was a holiday.  After 5 "true" business days I too emailed them, and was told they couldn't confirm delivery.  After 9 business days I emailed again.  On the 10th business day, they replied to me "Since there is still no confirmation from our warehouse, we will proceed with the replacement."

I expect something similar will happen with you, so be prepared.

To anyone reading this that has posted having battery issues, even if you just started noticing a drop (say to only two days), start a support ticket NOW.  Do not wait for the mods here to tell you to reset your device 3x.  If that works, great.  But it most likely will not, and this way you have started what very likely will end up being a month long replacement cycle.

Also another tip, if you are USA based, take your return directly to a fedex location.  Do not use the USPS.  The USPS will just hold it for a few days until a Fedex truck picks it up.  That will knock about 5 days off the return process.

Best of luck with your return.  Hopefully they get it out to you soon.  But I think they are inundated with returns at the moment.