Urgent Complaint – Faulty Device and Unjust Refund Deduction

Urgent Complaint – Faulty Device and Unjust Refund Deduction

On Friday, March 14th, I purchased a Rizzen T5 Handheld Barcode Scanner. Due to the urgency of my work, I opted to pick it up in person on Monday, March 17th, rather than waste time on delivery. However, upon opening and switching on the device as per the instructions, I found it stuck in a boot loop.

After contacting a sales agent, I was referred to a repair agent, who told me I needed to bring the device in so they could reload the Android OS. This meant I had to stop working, drive all the way back to them, and then wait for another hour—despite specifically requesting a replacement, as the device was clearly defective. Instead of providing a new unit, they simply reloaded the software.

After taking it back to my site, I continued working late into the night, even booking an additional two days of accommodation just to get things running. However, the app running in the background kept crashing every few minutes, making the device completely unusable. When I contacted support, I was told it would need to be reloaded again. Even worse, when I asked for documentation or software access, I was informed that none existed and that only they could obtain the necessary software from the manufacturer.

After wasting more time and effort trying to make it work, I had no choice but to return the device. I waited nine days for a refund, only to receive an email stating that a 10% deduction would be app**** due to a so-called return policy—despite the fact that the device never worked in the first place. I am still waiting for my payment to be returned.

This company's policies and service are absolutely unacceptable—bordering on *****ulent. It is outrageous that I am being forced to pay a penalty for a defective product that was never functional. I demand that my full refund be processed immediately.