Android
Complaint 233919 Details

I purchased the Goophone Y5 from android-sale.com November 20, 2012 (Order #: 100019290). The phone arrived and within 30 days needed to be repaired. The company's website states, "Within 12 months, buyers can send them back for free repair, in this case, buyers pay all the shipping fees in both sides. . Which mean you should pay us the shipping fees for us to send them back to you. If buyer break the items and some components need to be changed, we will charge for the original value of that components.” I was in contact with a Mr. Shine Wong and he requested that I include a $20 bill in the shipment to pay for return shipping after the repair had been completed. I did just that. Months passed and Shine Wong finally confirmed the phone had been received. Later on they had misplaced my phone during the repair and stated they could send me a new phone of similar value (the Goophone I5). This has not happened either. I continually get emails that say, “ We will send the phone in 2 days, wait with patient.” This has been going on for nearly 6 months now and all I am looking for now is a full refund of $220 or the Goophone I5 replacement phone. In short, I purchased a $200 phone, it was defective, I sent it back with $20 in the package for repair, and have absolutely nothing now. Just a really frustrating situation to be in.

Here is the email exchange between myself and Shine Wong over the past several months:

. Which mean you should pay us the shipping fees for us to send them back to you. If buyer break the items and some components need to be changed, we will charge for the original value of that components.” I was in contact with a Mr. Shine Wong and he requested that I include a $20 bill in the shipment to pay for return shipping after the repair had been completed. I did just that. Months passed and Shine Wong finally confirmed the phone had been received. Later on they had misplaced my phone during the repair and stated they could send me a new phone of similar value (the Goophone I5). This has not happened either. I continually get emails that say, “ We will send the phone in 2 days, wait with patient.” This has been going on for nearly 6 months now and all I am looking for now is a full refund of $220 or the Goophone I5 replacement phone. In short, I purchased a $200 phone, it was defective, I sent it back with $20 in the package for repair, and have absolutely nothing now. Just a really frustrating situation to be in.

Here is the email exchange between myself and Shine Wong over the past several months (You'll need to scroll to the bottom to go in chronological order)



From: androidsalestore [mailto:[email protected]]
Sent: Wednesday, April 24, 2013 8:12 PM
To: Zach Brown
Subject: Re: Zach Brown goophone

hello,
sorry for the delay, we will send it soon, please wait with patient.
Thanks.

On Thu, Apr 25, 2013 at 6:32 AM, Zach Brown (Personal Information Removed) wrote:
According to your previous email, you will be shipping my Goophone I5 to me today correct?

Sent from my iPhone

On Apr 22, 2013, at 8:21 PM, "androidsalestore" <[email protected]> wrote:

hello,
Sorry, we will send the phone in 2 days, please wait with patient.
Thanks.
On Tue, Apr 23, 2013 at 6:37 AM, Zach Brown (Personal Information Removed) wrote:
Any progress on my order? I’ve been told multiple times that someone will resend the phone “soon”, but it has not yet been sent. Can you tell me the exact day you plan on sending the phone? I just need some real answers. I don’t feel like I am getting any help on this issue. Please help me out. I spent over $200 with your company and don’t even have a phone. I hope you can see how that is frustrating. Thanks for your help. Hopefully you can get the phone sent to me
From: androidsalestore [mailto:[email protected]]
Sent: Sunday, April 21, 2013 9:14 PM
To: Zach Brown
Subject: Re: Zach Brown goophone

Hello,
Sorry for the delay, maybe my boss misses this masage, we will resend you soon,
Thanks.
On Mon, Apr 22, 2013 at 1:12 AM, Zach Brown wrote:
Please update me on when my phone will be shipped (please provide me an exact day). Over a week ago you told me it would be shipped within two days, but it never was shipped. Please help me out and ship me my Goophone I5. My personal phone is broken and I've had to use my work phone.
Order number: 100019290

Mailing Address:
Zach Brown – QC 467
333 South State Street Salt Lake City, UT 84145-0360
Sent from my iPhone
On Apr 19, 2013, at 8:23 PM, "androidsalestore" <[email protected]
Sorry for the delay.We are processing the phone and we will ship it to you as soon as possible.Thanks
On Sat, Apr 20, 2013 at 6:25 AM, Zach Brown


Yesterday I received emails from you saying my phone had been shipped and later last night a different email from you saying my phone had not yet been shipped. Can you clarify if it has or has not been shipped? I'm just really confused, thank you for your help

Sent from my iPhone
On Apr 17, 2013, at 7:42 PM, "androidsalestore"

Hello,
Sorry for the delay, we have sent you this phone, maybe there are some delay, please wait with patient.
Thanks,.
On Thu, Apr 18, 2013 at 9:27 AM, Zach Brown
Will my phone be shipped today? Please let me know which day you plan to send it. Hopefully we can resolve this quickly . Thank you

Sent from my iPhone
On Apr 16, 2013, at 10:01 PM, "androidsalestore"

> hello,
> We will ship the phone ASAP, please wait with patient.
> Thanks.

>
> On Tue, Apr 16, 2013 at 10:21 PM, Zach Brown wrote:
> Was the phone shipped yesterday? Can you please email me the tracking number? Thanks very much
>



> From: androidsalestore
> Sent: Saturday, April 13, 2013 9:35 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
>
> hello,
> Sorry for the delay, we will send you the phone with screen protactor and flip case.
> Thanks.
>
> On Sun, Apr 14, 2013 at 11:18 AM, Zach Brown
> Black, will you include a cover and screen protector like my original order? Thanks, you've been great to work with
>
> From: androidsalestore
> Sent: Saturday, April 13, 2013 09:16 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> hello,
> We will send the phone in 2 days, then offer the tracking No., please tell me which colour do you want?
> Thanks.
>
> On Sun, Apr 14, 2013 at 11:02 AM, Zach Brown
> That will be fantastic. Please mail it to:

> Mailing Address:
> Zach(Personal Information Removed)
>
>
> Do I need to do anything else? When will it be shipped. Will you email me the tracking number? This has been a long process, I really appreciate your help. Will you make sure the phone gets mailed soon? Thanks so much
>
> From: androidsalestore
> Sent: Saturday, April 13, 2013 08:58 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> hello,
> we will resend you a phone Goophone i5 for replacement. Ok?
> Thanks.
>
> On Sun, Apr 14, 2013 at 10:53 AM, Zach Brown wrote:
> Okay, so how do we do that?

> From: androidsalestore
> Sent: Saturday, April 13, 2013 08:52 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> Hello,
> yes, we know, but the phone is out of production, so you need to change for your phone as Goophone i5, Ok? and this phone has the similar price as the goophone y5.
> Thanks.
>
> On Sun, Apr 14, 2013 at 10:48 AM, Zach Brown > I mailed 20usd back to China with my goophone y5. What do we need to do now to ship the phone to me?
>
> From: androidsalestore
> Sent: Saturday, April 13, 2013 08:44 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> hello,
> sorry for teh inconvenience, you mean you have paid the different price for changing the phone as Goophone i5 or you have paid extra 20 USD for reparing the original phone? so you still need to pay for the extra different price. I just checked it, this phone is nearly the same price as the Goophone Y5, so if you want to change it, you don't need to pay for it anymore.
> Thanks.
>
> On Sun, Apr 14, 2013 at 10:28 AM, Zach Brown
> Order number: 100019290
>
> When I sent my phone back to you for repair I included 20 dollars. Please consider that as you charge me the difference between my original phone and the goophone I5
>
> My paypal account is: ____________________________
>
> Hopefully we can get everything taken care of and completed today
>
> From: androidsalestore
> Sent: Saturday, April 13, 2013 08:13 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> hello,
> yes, your order that you need to change the phone for goophone i5 and your paypal account that we can send the invoice to pay for the different price. Please.
> Thanks.
>




> On Sun, Apr 14, 2013 at 10:08 AM, Zach Brown >
Order number? My original order number from back in November?
> From: androidsalestore
> Sent: Saturday, April 13, 2013 08:03 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> Hello, sorry for the inconvenience, would you tell us your order No. and paypal account, we will send the invoice to you to pay for the different price to change the phone.
> Thanks.
>
> On Sat, Apr 13, 2013 at 11:44 AM, Zach Brown
> Please send me the invoice and I will pay the difference
> From: androidsalestore
> Sent: Friday, April 12, 2013 8:02 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> Sorry for the inconvenience.We can ship the goophone i5 phone to you,but the price of this phone is a little higher than your original order phone,and you will need to pay for the price different.Should we send the invoice for the price different to you now?>Thanks
>
> On Fri, Apr 12, 2013 at 11:14 PM, Zach Brown
> (Please include a phone case and screen protector)
>
> Please send me the:
>
> Goophone I5 - 4 Inch Screen Dual-core CPU 8MP Camera Android Phone
>
> http://android-sale.com/goophone-i5.html
>
> We have been going back and forth for months now, please ship the phone to me as soon as you can. I hope this can be resolved very soon.
>
> Mailing Address:
> Zach (Personal Information Removed)
>
>
> From: androidsalestore
> Sent: Thursday, April 11, 2013 10:58 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> Sorry for the inconvenience.The HEro I9300 + phone is also out of stock now.Would you please tell us 2-3 phones that you want to change for?Thanks
>

> On Fri, Apr 12, 2013 at 12:23 PM, Zach Brown
> Will you send me the following phone in its place?

> http://android-sale.com/hero-i9300.html
> Hero i9300+ 5.3 Inch Screen 1GHz Dual Core 8MP Camera Android Phone
> With a phone case and screen protector.
>
> From: androidsalestore
> Sent: Thursday, April 11, 2013 10:15 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> Sorry for the inconvenience.The goophone s3 phone is also out of stock at present.Would you like to change for other phone?Thanks
>
> On Fri, Apr 12, 2013 at 10:27 AM, Zach Brown
> Please send me the tracking info for this package. Thanks
>
> From: Shine Wong
> Sent: Thursday, April 04, 2013 07:47 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> The phone has been shipped.We will update the shipping information to you as soon as possible.Thanks
>
> On Fri, Apr 5, 2013 at 8:12 AM, Zach Brown
> I really need that phone as my old cell phone broke today. When will it be shipped? Thanks for your help

> From: Shine Wong
> Sent: Friday, March 29, 2013 09:18 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> Sorry for the delay.We are processing the item and we will ship it to you as soon as possible.Thanks
>
> On Fri, Mar 29, 2013 at 10:58 PM, Zach Brown
> Thanks for your help. Have you been able to ship the phone? Thanks

> From: Shine Wong
> Sent: Tuesday, March 26, 2013 9:45 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
>
> Yes,we will offer the tracking number to you after we ship the package.Thanks
>

> On Wed, Mar 27, 2013 at 10:44 AM, Zach Brown
> Great, thank you. Will you email me the tracking number once you ship it? Thanks.
>
> From: Shine Wong
> Sent: Tuesday, March 26, 2013 07:27 PM
> To: Zach Brown
> Subject: Re: FW: Zach Brown goophone
> OK,we will ship the phone Goophone S3 and the case and screen protector to you as soon as we can,please don't worry.
>
> best wishes!
>
> Anna
>
> On Tue, Mar 26, 2013 at 10:22 PM, Zach Brown
> If the phone listed below (goophone S3) does not work, I’d also accept the following phone:
> http://android-sale.com/hero-i9300.html
>
> Hero i9300+ 5.3 Inch Screen 1GHz Dual Core 8MP Camera Android Phone
>
> With a phone case and screen protector.
>
> Either the Goophone S3 or Hero i9300 would work for me (any color). Please let me know which phone you can send me and when it will be mailed.
>
>
> Mailing Address:
>
> Zach (Personal Information Removed)
>
> From: Zach Brown
> Sent: Tuesday, March 26, 2013 6:06 AM
> To: Shine Wong
> Subject: RE: Zach Brown goophone
>
> As the Goophone Y5 is out of stock, I'd rather have a new phone than a refund. Please send me the following goophone:
>
> http://android-sale.com/goophone-s3.html
>
> Goophone S3 - 4.7 Inch Screen 1GHz MT6577 8MP Camera Android Phone
>
> This is the same price I paid for my first goophone. Please let me know if you can ship this phone to me as a replacement and when you will be able to send it.
>
> If you are able, I'd like a case and screen protector for it (just like my original goophone order). Thanks very much for your help. You have been good to work with and respond quickly to my questions. Please let me know what you can do. thanks
> ________________________________
> From: Shine Wong
> Sent: Tuesday, March 26, 2013 1:15 AM
> To: Zach Brown
> Subject: Re: Zach Brown goophone
> sorry but the phone Goophone Y5 in the order 100019290 is out of stock now,would you please pickup something else or get the refunds?
> best wishes!
>
> Anna

> On Tue, Mar 26, 2013 at 7:47 AM, Zach Brown
> Below is the email you sent me on March 22nd (last Friday). Please send me a replacement phone. Thanks

> From: Shine Wong
> Sent: Friday, March 22, 2013 3:15 AM
> To: Zach Brown
> Subject: Re: Zach Brown goophone
>
> Dear customer,
>
> Sorry for any trouble.
>
> We will ship a new one to you as soon as we can,would you please wait anther 2-3 days?
> Best wishes!
>
> Anna
>
> On Fri, Mar 22, 2013 at 3:11 AM, Zach Brown
> Here was my original order for my goophone:
> Hello, ZACHARY BROWN
> Thank you for your order from Android Sale. Once your package ships we will send an email with a link to track your order. If you have any questions about your order please contact us > Your order confirmation is below. Thank you again for your business.
>
> Your Order #100019290 (placed on November 18, 2012 7:43:38 PM PST)
>
> Billing Information:
>
> Payment Method:
>
> ZACHARY(Personal Information Removed)
> PayPal Express Checkout
> Payer Email:


> Shipping Information:
>
> Shipping Method:
>
> ZACHARY(Personal Information Removed)

> Goophone Y5 - Retina Screen 1GHz MT6575 Processor Smartphone
> Color
> White
> Storage
> 8GB
> Accessories
> Screen Protector, Skin Case
>
> goophone-y5-WH-8GB-SP-CA
>
> 1
>
> $208.97
>
> Subtotal
>
> $208.97
>
> Shipping & Handling
>
> $3.99
>
> Grand Total
>
> $212.96
>
>
> I mailed my goophone back to you on January 23, 2013:
> I mailed my goophone today. It should be arriving in about 10 business days. How long does repair typically take? I included the $20 in the package, a note detailing the problem with the phone (it just keeps turning off), and provided the return address. Thanks for your help in this matter, I appreciate it.
>
> From: Shine Wong
> Sent: Tuesday, January 01, 2013 3:07 AM
> To: Zach Brown
> Subject: Re: Contact Form
>
> Please ship the package by the post air mail and mark the package as gift and put $20.Thanks
>
> On Tue, Jan 1, 2013 at 3:37 AM, Zach Brown
> I'm getting ready to mail this goophone back to you for repair. How should I fill out the Customs Declaration sheet. How do I pay the return shipping?
>
> From: Shine Wong
> Sent: Monday, December 24, 2012 01:43 AM
> To: Zach Brown
> Subject: Re: Contact Form
>
> Sorry for the inconvenience.As our policy,you can retunr the phone for repaire.
> RMA#: ADR 100019290
>
> On February 20, 2013 you told me you had sent my phone to the factor for repair (you said it would take 2 weeks to repair – It should have been ready by March 7th, 2013):
> Thank you very much
>
> From: Shine Wong > Sent: Wednesday, February 20, 2013 08:44 PM
> To: Zach Brown
> Subject: Re: Contact Form
>
> We have sent the phone to factory for repair.Waiting patiently please.Thanks
>
> On Wed, Feb 20, 2013 at 7:02 AM, Zach Brown
> Have you had the chance to repair my phone yet? It looks like it left the Salt lake city, Utah USPS facility on January 23rd. When should we expect the phone to be returned? Thanks again for your help, I really appreciate it!
> On March 14, 2013 I asked you for an update on the status of my phone and you told me you check with the factory:
> Any update on the status of my goophone?
>
> From: Shine Wong
> Sent: Wednesday, March 13, 2013 07:42 PM
> To: Zach Brown
> Subject: Re: Contact Form
>
> Sorry for the delay.We will inquire the factory about the phone as soon as possible.Thanks
>
> On Thu, Mar 14, 2013 at 1:03 AM, Zach Brown
> Any word on when my goophone will be mailed back to Utah? Has it been repaired?
> On March 20th I asked you again about the status of my phone and you told me, once again, you would talk to the factory and get back to me:
> That’s what you told me over 3 weeks ago. I’m worried that you have lost my phone. Please let me know exactly where it is and when I should expect it back. I appreciate your help, but we really need to get that phone back within the next month or so. Thanks
>
> From: Shine Wong
> Sent: Tuesday, March 19, 2013 11:02 PM
> To: Zach Brown
> Subject: Re: phone
>
> Sorry for the delay.We have shipped the phone to factory for repair.We will inquire the factory about the phone as soon as possible.Thanks
>
> The phone should have been repaired a couple of weeks ago. Do you still have my phone or has it been lost? I spent over $200 on this phone and would really like to get it back and begin using it ( I also sent you an additional $20 to fix it). I appreciate all of your help and am just hoping you can help me get my phone back. Thanks for your help and please provide me an update.
>