Hi,

I've got two BV9500Pro from Indiegogo. One slipped off the pocket and stopped working. It's a shame for a rugged phone to die like that. It's a design flaw: sides are not protected by rubber corners. But accidents happen, all can be repaired, right? Apparently, not.

I was advised here to contact Kelly. She wrote me to send the phone for repair. Then she communicated the phone was "man-damaged" and I have to pay for screen and motherboard replacement $192 using Paypal. I sent the money on Dec 29th 2018. Since then there is no contact with Kelly: she doesn't respond to emails, nor on Skype. 

Forum's admin advised to contact Sophia. She never answered.

Forum's admin advised to contact Serena. She didn't answer. Then the admin contacted Serena giving her my second email. She wrote to me, asking how she can help. I responded, following up the conversation with Kelly. Serena didn't respond.

Recently I started loosing hope and made the topic public to warn people of the Balckview's customer politics. The topic was deleted. This means it was never meant to have happy ending, which everybody, following the link, could see. Shame on you, Blackview! By the way, isn't removing critical opinions illegal in China? I have to ask authorities if this topic couldn't have been considered as one.

Of course I have a copy of that topic saved. It will go public again.

I suppose I will never see my phone again. It was under Blackview's care. New, unscratched. If the motherboard was replaced it will be clear and have new SN and IMEI. I mean, if something went really wrong, I wouldn't even notice I've got new phone. The case could have been solved immediately, with a little cost. I could recommend BV to my friends (one already bought BV9500Pro thanks to my recommendation) and praise it on forums to increase sales.

Instead the Blackview decided to hide behind the silence. The lawsuit would cost too much to fight for some stupid broken phone. Right. Is it a right tactic then? I may never see my phone again but I won't stay calm. Blackview is about to start new campaign on Indiegogo. One of the first comments will be mine. Guess what I'll write. If Blackview sells 1000 phones less maybe it will realize that the customer deserves care.

Admin, I appreciate your efforts. You're the only one who cares. Unfortunately, it was not enough. No happy end this time.

I'm still contacting Serena. I will write you as soon as i get an answer from her.

Hi, 
Kelly has been woken up on Friday (Admin, you are mighty person!) and wrote to me asking... if I paid for the repair, answering on the mail forwarded to her where it was written several times I did. So she didn't wake up completely. Unfortunately, there were Chinese ideograms in the title (转发) and Google put her mail into SPAM so I read it yesterday afternoon. I wonder what comes next: I received the refund from PayPal and I don't trust Blackview enough to send it again...

OK, at least you got back the money you sent for repair.
Can't you get a refund for the phone directly from Indiegogo?

Unfortunately, i doubt it is possible:

"The contribution can't be refunded through Indiegogo because the fulfillment status has been changed by the campaign owner. Please contact the campaign owner to request a refund or further status update."

Of course I wrote a claim message to a "campaigner" but we know the campaigner is the Blackview and the contact person responsible for crowdfunding is... Kelly. I expect no response.

Tomator wrote:

Unfortunately, i doubt it is possible:

"The contribution can't be refunded through Indiegogo because the fulfillment status has been changed by the campaign owner. Please contact the campaign owner to request a refund or further status update."

Of course I wrote a claim message to a "campaigner" but we know the campaigner is the Blackview and the contact person responsible for crowdfunding is... Kelly. I expect no response.

Did you pay your phone by paypal or directly via credit card? 

blackview_admin wrote:

Did you pay your phone by paypal or directly via credit card? 

I paid with a card, on July 9th, 2018 for 2 x BV9500Pro.

Tomator wrote:

blackview_admin wrote:

Did you pay your phone by paypal or directly via credit card? 

I paid with a card, on July 9th, 2018 for 2 x BV9500Pro.

Can't you appeal to your credit card's bank to have the money back? It worth a try...

blackview_admin wrote:

Can't you appeal to your credit card's bank to have the money back? It worth a try...

I got money back from PayPal because I didn't get what I have paid. I won't get refund from credit card because I received the goods I bought and they were fine at that moment. The fact the Blackview failed to apply its duty: failed to repair the phone, failed to process payment, failed to communicate etc is between me and the company. 

I'm pushing Kelly to give your issue the maximum priority.