My Experience with Matterport Customer Service for Pro3 Accident18990
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EMILIANO private msg quote post Address this user | |
| Hi everyone, I would like to share my experience with Matterport customer service after my PRO3 was accidentally dropped. The day after the fall (27/07/23), I contacted the ITALIA customer service, who within a few hours sent me emails containing the instructions on how to open an RMA due to the fall. Reply email sent, I receive a REPLACEMENT estimate (equal to 1650€ - 1510$) INCLUDING SHIPPING COSTS. I accept the quote and I am notified of the shipping address: Sunnyvale, CA, United States. Problem: Shipping is recommended if insured (139€ - 152$), and that's fine, but having to import the PRO3 (despite being a return-RMA) I WOULD HAVE HAD TO PAY THE CUSTOMS DUTIES, which UPS ITALIA didn't know how to quantify, and MATTERPORT didn't want to anticipate. After various comparison emails, I point out that MATTERPORT UE also has an RMA office in 1047 Hs Amsterdam, and therefore after a further email exchange, they accept the shipment in RMA in the Amsterdam office. I ship and after two days (on the same date of receipt of my RMA package) THEY SEND ME my REPLACEMENT PRO3 (which I had to pay 64€-70$ to import from the USA to the EU), which arrived today 08/16/23. Surprise: It was supposed to be a remanufactured/refurbished, but it arrived NEW. And that helped me to be less picky about their remarks about not accepting my RMA shipment in Amsterdam. Total cost between REPLACEMENT in RMA and SHIPPING / CUSTOMS DUTIES: 1853€ - 2024$... Now let's see if my insurance agrees to reimburse me in whole or in part. I will update you.... E. If you also share your experiences with the MATTERPORT service... |
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 WGAN ForumFounder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @EMILIANO Thank you for sharing. That was nice of Matterport to send you a new Matterport Pro3 Camera to replace the one that you accidentally dropped. Please keep us posted on how your insurance handles your out-of-pocket expense. Best, Dan |
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