Lubix Not Replying To My Emails

[dabest2500]

On August the 20th I emailed Lubix with this email:

Hi,

I ordered from you a couple of weeks ago and received my order two days ago.
The cube was great, with the kind of quality expected from Lubix, and I'm very satisfied with it.
Whoever, along with my order I purchased a modification file, and GuHong and LingYun Torpedoes.
The file itself was fine.
The GuHong Torpedoes were fine too.
But I only opened my LingYun Torpedo bag this morning (which is why I didn't email as soon as I received it).
Inside the bag were 11 LingYun Torpedoes and 1 GuHong Torpedo.
I understand that this is an easy mistake to make, but I ask that you please resolve it.

Name: *censored out*
Email Address: *censored out*
Transaction ID: *censored out*
Date of Purchase: 6th August 2011
Thanks.

They then replied with:

Ben, can you please send out a replacement lingyun piece to him on Monday? Thank you.

Chris, sorry for the mistake, and we'll get it taken care of quickly.

- Donovan -

Two weeks later the torpedo arrived.
I open the letter and to my horror and disappointment, the torpedo was broken.
The head was almost coming off from the base.
I sent them this email:

Three weeks ago I sent you an email about a LingYun Torpedo.
I received the LingYun Torpedo today, but the head has almost broken off from the base.
This is through no fault of my own as I received it that way, can you please resolve this issue.

Name: *censored out*
Email Address: *censored out*
Transaction ID: *censored out*
Date of Purchase: 6th August 2011

Thanks.

I sent them this email on the 8th of September, then again on the 13th of September

What do I do?

 

[ben1996123]

What do I do?

Wait.

 

[dabest2500]

I've waited for over a week, they replied to my previous emails within 2 days.

 

[asportking]

You could fix the torpedo with some super glue. Of course, that doesn't solve the problem of them not replying, but your torpedo would be fixed.

 

[Thorsten]

Sometimes they just need some time at Lubix to answer Emails, but the always have a reason for it.
(The last time, the US Nationals took place and they spent a week to get ready for this).

Even if they need some more time, they will always help you (my experience).
Never forgett, that they are a very small "company".


If you glue the torpedo, make sure you use glue, that "vulcanizes" the plastic, which will make it one thing again, then scrap away the useless parts, will work for sure.

 

[cubersmith]

I sent them an e-mail a while ago and they never replied at all. I have a feeling, if you have anything bad to say about their products they don't reply.

 

[iEnjoyCubing]

I find that whenever I email Ben I don't get a response. Despite not being the correct inbox, email Donovan. He replies within a few days.

 

[dabest2500]

Sorry for the late reply, I've been busy with school work.
Heck, I'm still not even done with it.

I sent them an e-mail a while ago and they never replied at all. I have a feeling, if you have anything bad to say about their products they don't reply.

You could fix the torpedo with some super glue. Of course, that doesn't solve the problem of them not replying, but your torpedo would be fixed.

Sometimes they just need some time at Lubix to answer Emails, but the always have a reason for it.
(The last time, the US Nationals took place and they spent a week to get ready for this).

Even if they need some more time, they will always help you (my experience).
Never forgett, that they are a very small "company".

If you glue the torpedo, make sure you use glue, that "vulcanizes" the plastic, which will make it one thing again, then scrap away the useless parts, will work for sure.

I just don't want to be waiting for an email that will never be sent.
Even if they sent me an email saying "Go away", it would be better than no reply.

I've not really said anything bad about their product either, I've just asked them for a course of action.
It's a shame since I'm planning on buying some cubes from them in the near future.

Anyway, about this glue idea, what glue would vulcanise the plastic?
Any special type of glue I need or just standard super glue?
And is this sure to work as a permanent fix?

I find that whenever I email Ben I don't get a response. Despite not being the correct inbox, email Donovan. He replies within a few days.

I've always emailed Donovan since it comes under "Quality Control" I suppose.

 

[collinbxyz]

Im not sure, but the one time Ive emailed him, it took likee 3 days I think. So wait a little longer, if not just glue it. Idk who u do that though...

 

[dabest2500]

Im not sure, but the one time Ive emailed him, it took likee 3 days I think. So wait a little longer, if not just glue it. Idk who u do that though...

Yeah, they usually have quick replies, they replied to my initial email in less than 2/3 days.

 

[Pixel 6]

Glad I saw this. We apologize!

Glue is not the way to go. Replacement pieces will be shipped out on Monday. 9-19-2011 when the post office opens again.

There's no way that we packaged up a damaged replacement for you, so this must be a case of handling during shipping that caused the piece to be damaged. We'll see if there's a better way to package/protect them for shipping. (I thought that our poly bubble-mailers would be great for these.)

I'll be adding in a treat for your for your troubles, and our delay.

- Pixel -

 

[dabest2500]

Glad I saw this. We apologize!

Glue is not the way to go. Replacement pieces will be shipped out on Monday. 9-19-2011 when the post office opens again.

There's no way that we packaged up a damaged replacement for you, so this must be a case of handling during shipping that caused the piece to be damaged. We'll see if there's a better way to package/protect them for shipping. (I thought that our poly bubble-mailers would be great for these.)

I'll be adding in a treat for your for your troubles, and our delay.

- Pixel -

Thanks very much for your services once again!
It seems that the torpedo head half penetrated the plastic bag that it was in if that helps.

 

[yockee]

Yeah dude, they do the same to me. Sometimes Donovan will reply and sometimes not. He offered to send me a set of Dayan screws and a core because mine are stripped. (this wasn't a lubix product, he was just being friendly and doing me a favor) I've not heard back about it and never received it. I can't really get mad because it's not his responsibility, but it sucks.