Unofficial Nextion/TJC User Forum

My 'lovely' experience with the Nextion customer support

I have a problem with my Nextion display, so I decided to ask the customer support for some help.
I tried to post this to their forums, because I think their customers have a right to know how they threat (indirect) customers, but I was banned within 15 minutes. They also deleted my account, so I cannot respond anymore.

Enjoy…

I knew it. Just read Patrick rules and messages at his forum

Patrick Martin is a jerk, and a disgrace to Canada.

Look at his stupid reply, he didn’t even begin to address your original query.
Overly defensive people have mental health issues.

I shared this with Itead, because it also reflects badly on them. Sent the screenshot both through email, and through facebook. Their response (on both):

Thanks for your feedback, the reseller should take his resposibility to help his customer to identify what the issue is, if it is a unit default, they will contact us for the replacement. ITEAD can not take over all the reseller customer service resposibility. please contact the reseller that you bought from. Thanks for your understanding.

At least they’re nicer about it. The screenshot is still public on Itead’s facebook page, so I don’t think that they understand how it might scare potential customers away, probably due to a language barrier. Maybe I’ll ask one of my Chinese collegues to explain the situation in Mandarin.

“Blame the victim” is the tried-and-true approach to customer service that one can expect from these guys. I understand the “contact the seller” thing, but they just can’t help but throw some personal insults into each message to make sure you understand just how stupid you are (and by extension, how much smarter Patrick is).

I had a nearly identical exchange with these fellas about a year ago for a faulty touch sensor that went pretty much the same way. When faced with clear evidence that the sensor was messed up, the immediate solution was to insult me personally.

At this point I kind of feel bad for Patrick in a way. It’s clear that this is just the person he is. It’s probably fair to assume he’s “on the spectrum” and as a result has little idea of how to interact with people interpersonally without things immediately devolving into this sort of thing. Autism is a bitch, and I can’t imagine it has done a lot of good for his personal or professional life.

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Don’t feel bad. I got banned at their forum after sharing a project page for entering hexadecimal MAC addresses. So, I didn’t even complain about anything.

One more case of the main two problems xinese suppliers face when dealing with non xinese/asiatic customers:
-Language idioms/etiquette
-Blame the customer for any issue

Aditionally to this, some frustrated agents put their angry on the customers as they can’t do on their employeers.

So, having said that, we better choose the cheap purchase just in case replacement unit needs to be ordered. We all know xinese product is not always a high quality option.

Better luck next time!!

Note:
English is my 3rd language so, sorry for any mistakes.

I think that it’s more about statistics:
Industrial customer buys 1000 units, one doesn’t work as expected (0.1%), not waste time (which is money), throw it away and take the next one, normal procedure.
Private customer buys only one single unit. If that doesn’t work, he sees a fail rate of 100%. But for the manufacturer who sells thousands of units, it’s still negligible and they don’t really see a problem.


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