---
title: 'Nextbit is the most ridiculous and irresponsible company I''ve ever seen'
author: Mingjie Jiang
date: 2017-02-26T16:13:32+00:00
tags:
  - blog

---
So everything started in January. I found out my phone **(Nextbit Robin)** is bent and the LCD is broken, so I asked for a warranty fix from **Nextbit**. I bought my phone on Amazon in November, and I’ve only been using it for 2 months.

I was granted a replacement, so I shipped the device back to the company at approximately **1/13**. At first everything went well. But around Jan. 28, I reached out to them because I’ve **never** received any information about whether the device has been received, or processed. They company responded to me in the voice call (which I have a recording of) saying that I’m on the top of the list and it should be shipped back “**soon**”. **I waited.**

**February 10–15.** I contacted back, they were bought by Razer. They ended up telling me “since we are bought by Razer and our online store is already closed, we don’t have a device in hand”. When I asked when I can get the replacement phone, the representatives kept saying “we don’t know” and telling me to wait. **I waited. AGAIN.**

**February 15–16.** I tried to contact back. They told me the same exact thing and telling me it will be shipped “**soon**”. Well, **soon**, was already almost a month for me. So I decided to ask for a refund. However, they told me that the refund is not possible because they were bought by Razer and they cannot offer a refund out of their “refund policy”. The repeatedly said they are going to escalate my case to higher level but I kept talking to the same level of customer service, who did not know anything but telling me to wait. **I waited for their response. NOTHING.**

**February 17.** For the first time ever a representative named Breanna J actually sent me an email telling me that the phone will be shipped on Wednesday, which should be Feb. 22. **I waited.**

**February 22.** It was 9PM EST already and I still did not receive the tracking number. I chatted in, the customer service ended up telling me that the officer handling shipping issue is currently “out of the country” and **his day might had not ended yet**. I had no idea why that was an excuse but I let it go. **I waited. 1 and a half months. I kept waiting.**

**February 25.** I was completely out of my mind and kept asking for the refund if they could not ship me the phone. The same representative Breanna J who sent me the email of “**Shipping Wednesday**” started to tell me that they’ve been requesting for updates from higher departments and they were waiting too. The representative kept repeating the “key words” like a robot: **refund policy, may be shipped no tracking number, we are waiting too, etc…** **I can’t wait any more.**

**I filed complaint to Federal Trade Commission and Better Business Bureau.** At the same time, I would like to share my experience with the most I can reach out to on the internet. **Such irresponsible company should not exist in the first place.** Being bought by a bigger country does not mean that you can betray your customers, but it means that you should be grateful to finalize the trade with your original customers. I still don’t understand why a refund is not possible, as I purchased the phone at a cheaper price than the retail price they would need to refund less than the retail price. It is also faster — if they could refund me I won’t need to spend all these time dealing with customer service people, and they don’t have to deal with me anymore. What is so hard about refunding? **Being bought by a bigger company is not an excuse for everything.** It means you will have to handle more responsibility in the future, which in this case, you are not qualified for.

If the device is shipped, I need the tracking number **now**. If it is not shipped, **you’ve broke your promise which makes privilege fall on my side**. I can legally request for a refund because I have reasonable doubt that your company **encroached my device and lied**.

For your consideration. **By the time I posted, they still haven’t reached out to me about tracking number yet**.

### Other Places Posted:

- [Reddit-CustomerService](https://www.reddit.com/r/CustomerService/comments/5w6e75/nextbit_is_the_most_ridiculous_and_irresponsible/)

- [Reddit-Complaints](https://www.reddit.com/r/complaints/comments/5w6g6c/nextbit_is_the_most_ridiculous_and_irresponsible/)