I am writing this here because your front-line email support has provided an incredibly frustrating experience for a premium €382.50 product.
I purchased the new Mudi 7 (GL-E5800), and it arrived completely Dead, Faulty and it never booted up. Instead of handling this professionally, your support team wasted my entire weekend with dozens of emails trying to force me to troubleshoot a completely broken device.
Even worse, your support staff initially demanded that I ship this defective device—which contains a Lithium-Ion battery—internationally back to China. They explicitly stated they would only replace the device or issue a refund ONCE they received the package in China and analyzed the technical failure. This is completely against European consumer protection laws for local EU warehouse purchases.
After intensive arguing and pointing out these violations, I was finally given an EU return address in Italy, and I had to pay €20.49 out of my own pocket to send it via DHL (Tracking: CY440164096DE). I have been forced to open a formal PayPal dispute to secure my money because your email team refused to issue a refund until the warehouse processes it, completely ignoring my upcoming international travel deadlines to get replacement.
I am posting this here so a senior manager can review how poorly this case was handled and ensure my full refund of €382.50 + €20.49 return shipping is released without further automated scripted emails and delays.
I have read your topic, I sincerely apologize for the frustrating experience you had while resolving the issue with your Mudi 7 (GL-E5800).
Receiving a dead-on-arrival flagship device is unacceptable, and our technical team’s follow-up process was rigid, and the communication was unnecessarily complex. This not only took up your weekend but also caused disruptions to your trip. We sincerely apologize for these lapses in our service.
Regarding the weekend troubleshooting: Because the Mudi 7 is a brand-new model subjected to strict quality control, complete power failures are extremely rare. The technical team contacted you on Saturday hoping to quickly check and troubleshooting the issue, avoid any inconvenience to the trip if has a lengthy return or replace process.
Regarding the return to China: The project team of base takes this issue very seriously and wants the device returned separately for investigation and cause confirmation, the customer service team cooperated and handled it as a special case. However, we should consider your schedule and be flexible with the process.
We will issue a full refund, including both the device cost and shipping fees. I trust that our team is actively coordinating with you and proceeding according to the agreed-upon plan.
We will actively cooperate with PayPal in handling disputes to ensure that all funds can be returned to your account as quickly as possible.
We understand that you need this device for your upcoming trip. Once the refund has been processed, if you still wish to repurchase your Mudi 7, we will prioritize your order and use the fastest shipping method possible to get it to you.
Thank you for your patience, and we wish you a safe and smooth journey ahead.
But surely it is your (GL.iNET’s) responsibility to arrange returning the device to the base in China for investigation and not the customer that should bear this responsibility. I have bought several items from your official EU and UK shops but will think twice before doing so again having read this.
Please accept our sincere apologies.
We acknowledge that this issue falls under our responsibility, and we are currently refining our support workflow to prevent such occurrences in the future. We appreciate your patience and understanding regarding this matter.
Should you require further assistance, please do not hesitate to contact us.