Exoto的售后服務問題 (轉文)
By admin, September 19, 2012 10:27
來自MC論壇的KILL會員
已經通過大量的國外消費者留言等證實：exoto的售后服務是非常非常糟糕的。
有記錄從2000年開始，exoto推出的preorder系列是最受爭議的，原因很簡單，因為基本十有八九是從來也不會出現的車。記得ENZO嗎，直到前几年下架，我敢說預定這個車的買家不在少數，很多人都是把錢打過去等待，結果卻是這樣的。
如果說這樣還可以接受因為能拿回錢的話，那么接下來我估計諸位就會對exoto另眼相看了。
有一位08年的澳大利亞買家訂了某pre-order模型，直到前几年才意識到這個訂單是無法實現的。這位澳洲買家多次和exoto公司周旋，但是事情沒有得到改觀，更令人气憤的是exoto居然還double-check了人家，在未經允許的情況下自動又從買家卡上刷了一次錢。這位買家多次義正言辭都被exoto給糊弄下去了。跟騙我的言論一樣，沒有根据的進行保障（這包括：我們會發貨的！我們已經發貨了–實際上沒有；我們幫你查查，但是根本沒有任何后文了—直到這位買家拿出銀行依据exoto才承認。。。）。
這位買家最后正在通過法律手段進行合法維權，還不知道結果如何。
還有一個例子，有位買家因為產品質量問題尋求退貨，在反复溝通之后，exoto同意退貨，此時買家已經同意了20%退貨款條例。但是exoto還是在未經許可的情況下私自發了一個替補品并拒絕還款，現在這個事件進展不明。
大多數英語為母語的買家都抱怨exoto糟糕的售后服務。也有買家曾爆出自己和exoto客服和老總破口大罵的經歷。有相當多的人表示不愿意在exoto官网繼續購買模型，轉而從ebay等處甚至愿意購買二手的，少數人則停止購買exoto模型因為糟糕的售后服務。
總結exoto的問題：
1，pre-order本質是騙人的，本質就是用買家的錢進行集資，如果資金不到位或者其他狀況發生，那么pre-order就是一拖再拖搖搖無期，甚至因為版權問題，比如ENzo，干脆就下架不發布了。exoto官方的口實基本是同一的，有買家爆料到他預定了一台柴普來2J（已經付款），并反复追問，得到的答案永遠是一樣的：這個季度結束就發布。結果實際上這輛車到今天也是pre-order的狀態，也就是沒有實質上的投產。而exoto的阿斯頓馬丁，03年還是05年就已經可以預定了，但是將近十年之后的今天這輛車仍然沒有投產。這意味著很多買家的錢還被套著，有很多人等這輛車已經等了很多年。對于exoto的其他pre-order也是一樣的結果。有些网友認為exoto根本沒錢，也不會有錢對這些項目投資，公司只能承受几個項目的發展（這些項目可能對exoto公司形象等有好處或者其他一些原因），比如鯊魚鼻等EX系列，而沒有多少錢投產其他產品。
2，把錢要回來基本不現實或者非常麻煩。有人爆料說exoto欠錢不還，尤其是pre-order，很多人經歷了千辛万苦才要回當初投出的几百美元，并坦承經歷“嚇人”。聲稱exoto公司是搶錢的“歹徒”。毫無信用（我就是受害者）
3，不經過同意即double-check。這在很多pre-order里都出現過。而且錢很難要回來，電話，email都是擺設。客服更是一致的騙人口實。甚至直接否認，而不得不讓消費者拿出銀行證据來駁斥才承認。
所以不要相信exoto的各种承諾了。不要期待他們會按時推出那些模型了。最后千万不要購買任何pre-order，不是完全不可能實現，只是被黑的概率太高了。exoto很多pre-order的車几年前是那几個，到今天還是那几個。
此外一旦出現長期拖欠貨物的問題一定要打電話質疑，如果答案不滿意應該走法律程序。或者用paypal。
Update Oct 2, 2012
Some more bad experience about online ordering from Exoto were found.
The way Exoto conducts business (original post)
Hello world!
My name is Jade, an IT consultant working hard in one of the fortune 500s. My hobby has been always collecting high end models, specifically Exoto, CMC and so on.
With experience of buying from exoto.com and ebay.com over the years, I have learned the following:
1. exoto along with its dealers jacks up the price or artificially inflate the price at its retail level, and throw out close to 50% sales once a while. I bought a few items at their full retail price, then I felt horrible and cheated when I saw the first newsletter with the nice discount coupon.:( , Gotta do my homework more.
2. exoto sometimes has low quantity items show their actual number of quantity on the website. let me tell you, I recognize that these are pretty misleading or better, one of exoto sales tricks. In the past 12 months, I have observed a few instances where some items were down to 1 or 2, I was thinking to buy because I knew the unwritten rule is once an item retires, the price will jump krazyyyyy and then someone else had done so to put the items into retired mode. A few days later, these items are live selling again. Luckily I didn’t buy those last few, else I would feel awful. That led me to think perhaps these quantity number were just there trying to get people to buy quick and more. Plus limited editions should be known of how many in total would be produced ahead of time by exoto company.
3. Pre order with exoto seems to be problematic. I read a couple of threads about how hard it was to get the money back after a few months. Never trying to put my own money into one of the preorders and wait for months.
4. Exoto sells its own products on ebay under casabattiloro for mostly press and damaged items. Not sure what implications are but rarely seen a manufacturer selling thru ebay directly to end consumers.
5. Sometimes Exoto has new release items available on exoto.com for sale before they even have them in stock, e.g. Porsche 934 momo and alfa 159. Last year I order one alfa when the website presented it as in stock and it took around 4 months to receive it. Many replies of my emails came with excuses like, shipment problem or delay. Hello, I thought you listed as available not pre-order. Just today I saw GPC97240D as available with low stock status, would this be one of them? I would not order it until someone has confirmed he/she has received it.
I cannot really point out what goes wrong here but just sense something is not right.
All comments are welcome. I will be all ears to hear what other brothers and sister have to say.
P.S. if I wrote something incorrect, please tell me to change.
Exoto Inc refuses to refund $698 for a die cast model never delivered Moorpark, California (original post)
In November of 2006 my credit card was charged $698 for a 1:10 scale die cast model car I had ordered from Exoto, Inc. I called them and was told that the model would be shipped within the next two weeks. After waiting over a month for delivery I called the company and was told that the model had been delayed and would ship in the spring of 2007. Over the next three years I called at least every three months to try and get an update on the delivery of the model.
In December of 2009 I talked directly with Tony Keusseyan, the owner of the company, and he assured me that the model was scheduled to be built in his China facility in January of 2010 and that it would be shipped in March 2010. After calling again several times in May 2010 I finally called and cancelled by order in June of 2010.
I have called Exoto weekly since I cancelled my order and and repeatedly told that the check has been issued (check # 4828) and that Tony has signed it and it is in the mail. It is now Sept 28 and still no check.
Tony Keusseyan has used my money to finance his company or lifestyle for the past four years and I believe he has no intention of giving me a refund.
Exoto Inc Knowningly sent model with defective paint work (original post)
I wish i had found this site back in 2009 as it would of been a welcomed way to air my frustration.
I have brought a total of 4 models from Exoto Inc and 3 of the models were found to be defective. I purchased 2 Cobras in seperate orders and at different times and both models had broken suspensions. The first i didnt notice as it was missed on first inspection and subsequently no complaint was made. When i received the second cobra i meticulously checked it and found it to also have a broken suspension. I contacted Exoto immediately to resolve the problem and after a few replies from a sales advisor (Shane Meyer) i was left waiting for an address and addressie to return it to for a replacement, im still waiting to this very day for a reply??? I find it hard to accept that both models were damaged in transit considering the excellent packaging that exoto include to protect the model but hey maybe im just unlucky. The worst experience i have had with Exoto was with the 3rd model that i ordered, a black Porsche 935 Client version and when i received the model i was greated with a black Porsche 935 with the most horrendous paint defect.
Very disgruntled i immediately contacted Exoto Inc regarding the problem, again the reply was from (Shane Meyer) and after a few emails back and forth with various options to rectify the matter i was informed that the model was knowingly sent out in this condition and to resolve the matter i was to return the model at my expense and another one would be sent out. Quite why i should of been the bearer of the return postage was beyond me considering Exoto knew the model had a defective paint finish before sending it to me. Apparently this complaint was passed onto Tony Keusseyan but i never received any correspondence from him what so ever. As with the cobra eventually the reply emails from Exoto ceased and unfortunately for me after consulting a consumer legal representative here in the UK i was informed there was nothing i could do about it as the legal system works differently in the USA to the UK. My opinion is that i feel Exoto Inc take advantage of this, the high cost of return posting to the USA (for european countries) and the fact that some overseas buyers (me being one) are not able to phone to complain as the costs would be to high so we are left with being only able to email which it seems Exoto Inc can quite easily ignore and eventually sweep the problem under the carpet. So to this end I have 3 models from Exoto all with defects and quite frankly not fit for thier purpose and can safely say i will NEVER purchase any models from Exoto Inc again. Im a director of my own company and i would never dream of treating my client/customers in the fashion that i have been, come on Exoto Inc. sort your customer care out!!!
Exoto Models And Owner Tony Keusseyan Ripped of Refund for Defectice Model Moorpark California (original post)
*REBUTTAL Owner of company: The Truth Cannot Be Using Aliases!
Exoto 1/18 scale automobile models rip-off Canadian consumers. I have been writing and phoning them to get a refund for a defective model for over a year. They keep stalling so now I cannot get a refund from the credit card company as too much time has elapsed.
I have supplied them with all documents and they keep stalling.
The model I ordered came shipped by UPS. It came COD for extra charges I had not agreed to, so I refused delivery and UPS has returned the merchandise to the seller.
They acknowledge receipt of the return and promised a speedy refund to my Visa account. I have spoken to them after each of my Visa statements arrived and they promised the credit would be on my next statement. This has been going on since last June. I phone them, they make promises but still no credit.
The merchant is: Exoto Inc
5440 Atlantis Court
Moorpark, CA, 93021-7101
Phone: 1-800-872-2088
This is the timeline of this dispute.
May 21/08
• Order placed for a car model, cost $177.60
• They ship order
May 27/08
• Order arrives via UPS with COD for $21.18 for brokerage
• I had asked order to be mailed not sent UPS, no brokerage fee with mail
• Model was defective
June 9/08
• Phoned Exoto, customer service rep, Shane
• I told him I did not want a replacement as quality was poor
• He said to ship model back and they would credit my Visa acct
• Ship model back via Canada Post Expedited Service with Tracking number
• June 20/08 Post office delivers returned model to them
June 27/08
• Exoto ships replacement without consulting me, against my express conversation with Shane on June 9/08
July 15/08
• UPS attempts deliver with COD fee.
• I refuse to accept package
• UPS ships package back to Exoto
August 10/08
• UPS returns package to Exoto
Aug 12/08
• Phone Exoto, speak to Shane
• He says credit will be on my next Visa statement
Sept 22/08
• No credit on Visa statement
• Leave voice mail message for Tony, company manager
Oct 14/08
• Phone Exoto, speak to Shane
• He says credit should have been on Sept statement, will check with their accounting dept, credit will be issued within a week
• Accountant was sick
• Will phone me back when credit posted
• No call back
Nov 21/08
• Phone Exoto, still no credit, speak to Shane
• He says credit should have been issued, he will speak with manager Tony and get it processes ASAP
Dec 22/08
• Phoned Exoto, Shane is off sick, on one else can deal with matter
• Leave voice mail message for Tony (manager) recapping the problem
Dec 23/08
• Phoned Extoto, Shane is sick, no one else can deal with refunds they say
Jan 23/09
• Phoned Exoto, Shane not available today
• Left voice mail message about the delays for Tony the manager
• No response
Feb 09
• Numerous letters go unanswered
March 09
More letters and phone calls go unanswered.
So in short, I acted in good faith with this company. They have their product back, I never accepted delivery and I am out $177.60.
I realize that this dispute has dragged on excessively, but I believed they were sincere just inept at accounting matters. Each time I phoned, I was told the credit would be on my next statement but it never came. I now believe that they are dragging this out indefinitely with no intention of a refund.
John
Aurora, Ontario
Canada
