IT_MART
Blacklisted in B2B Supplier/Buyer Blacklist

That's how it was announced and it looked like good bargain, reasonable quality for a reasonable price, so I ordered one. On 10 March 2014 I paid 94.99 USD for the device, which at the present rate comes to 64.99 euro. Cheap, isn't it? The company I bought it from calls itself IT_Mart and works through a wholesaler named DHGate. Nothing to complain about them, I've already bought 4 other items which came without problems, but this one is something else. So, enjoy my personal nightmare that started on the fourth of May.

Walter 2014-04-05 14:10 Hello, I received the tablet yesterday in good order but have to inform you that it does not work. I've hooked it up to the electricity net for about 12 hours and when I push the power button it only shows a white screen for about a second. It has been recognized by my PC as an unknown device, so is it possible that there's no operation system nor driver present? If that is the case, how do I make it work? Thank you for your reply and have a nice day. Walter

it mart 2014-04-05 15:39 Hi

This tablet has installed Android OS inside, please turn on it and take a photo to me.

press the power button don't release until the screen turn to light, then take a photo to me, we will check it and give you a resolution

Regards

Maggie

Walter 2014-04-05 20:40 Thank you for your swift reply. I attach 3 photos in chronological order. The first one is the tablet in non-activated mode, the second the way the screen lightens up, the third as it is completely turned white. The whole process lasts about 2 seconds. I have searched the internet and done some experiments but nothing happened. As a result it seems the device has a hardware malfunction. Furthermore it has scratches on the back so I presume it has been used before. The forwarding charges are high, so in case I have to return it, will you accept the return charges at your expense? I hope you will present me with a fair proposition. Thank you and have a nice day, Walter SDC10002.J... SDC10004.J... SDC10003.J...

it_mart 2014-04-05 21:11 Hello

We will turn to our engineer for help, we will try to get a solution for this problem. if failed to make it work we will bear the back charge of delivery.

Before shipping it out to you, we have used up all electricity, so please charge the battery for a while first, make sure the battery with electricity.

Maggie

Walter 2014-04-08 20:54 Hi, Maggie, thank you for your willingness. The battery is completely charged up. Now I await your further instructions. Greetings, Walter

it mart 2014-04-08 21:30 OK,

Our engineer inform that's the OS problem, not hardware, it's easy to resolved.

We will get a new OS within 2 days and show you the further instructions as soon as we get it.

besides, do you have skype? please add my account: ym2221 for easy communication

Regards

Maggie

it_mart 2014-04-09 22:28 Hello

Please download the firmware via the following link, then i will tell you how to recover the system

http://pan.baidu.com/share/link?shareid=3055618351&uk=204821503&qq-pf-to=pcqq.c2c

walter 2014-04-10 17:55 Thank you Maggie, but this link does not work: Uw zoekbewerking - http://pan.baidu.com/share/link?shareid=3055618351&uk=204821503&qq-pf-to=pcqq.c2c - heeft geen overeenkomstige documenten opgeleverd.

Can you send the firmware directly to my email?

XXXX AT XXXX

Greetings, Walter

it_mart 2014-04-10 18:38 this is too large, can you add my skype ym2221

i will send it via skype

walter 2014-04-10 23:16 Gee, it's complicated! I don't use skype, as I don't have a microsoft account.

However, I have a google drive account. My name is: XXXX AT XXXX and also a dropbox account with the same name.

Let's hope for the best!

Thanks for your friendly cooperation.

walter 2014-04-13 13:03 Good morning, I seem to have managed to download the file, which is an img of 512mb , called:PH_GA10h_v2.0_1024x6000-auto-gc0308-0308-8089-20140225 I could open it with Isobuster, but did not extract it as I prefer waiting for your further instructions. Greetings, Walter

it_mart 2014-04-13 17:30 ok, good

can you add my skype: ym2221, then I will teach you how to install it

walter 2014-04-14 14:31 Hi and good day, as I have told you, I don't use Skype because I don't have a microsoft account. Is it your purpose to instruct me vocally? I have a hearing problem and am afraid that I won't be able to follow your directions quite adequately. That's another reason why I'm not interested in Skype. I would prefer that you give me written instructions. You may send them in MS-Word or text format. In the meanwhile thank you for your kind help. Walter

it_mart 2014-04-14 15:22 ok, I will make a instruction for you in word later of today

it_mart 2014-04-14 20:57 Hello

What's your email address? i need to send you a instrument to recover this tablet

walter 2014-04-14 22:39 Thank you, my email adress is: XXXX AT WWWW

Looking forward to end my troubles!

I'll keep you informed.

Greetings,

Walter

it_mart 2014-04-14 23:24 Hello

I have sent email to you, please check.

Maggie

it_mart 2014-04-14 23:48 Your email can't receive exe format file, so please download the attached file, which is a recover tool of tablet pc

there also is a chinese guide in our side, i will translate it into english for you, so you can do as the guide to recover the tablet then.

I will send the english guide to you in tomorrow.

Maggie tool.rar

walter 2014-04-15 00:17 Thank you very much, Maggie. You're the best! Walter

it_mart 2014-04-15 10:51 Hi

Please refer to the attached file for the instrution How+to+use...

walter 2014-04-15 17:34 Dear Maggie, the firmware and Phoenix driver downloads went well. The flash tool was not at the baidu site, as they don't do file sharing anymore, but I could pick it up at chinagadgets, so that's okay. Unfortunately, the tablet does not respond to the TF card, though everything has been installed according to your instructions (and with the assistance of my son). The screen still shows up white for some seconds and then shuts off again. Hopefully you can still find a solution, so that I don't have to return the device. In the meanwhile thanks for the effort you're putting into my problem. Have a nice day. Walter

it_mart 2014-04-15 18:04 Hi

I think maybe is the charger problem, please try to change another charger to charging of the tablet, make sure this tablet with some electricity inside.

Hope your reply asap

Maggie

it_mart 2014-04-15 21:24 Hi

my engineer said this is the firmware problem, the hardware is ok

i will send you a new tool to recover this tablet later, my engineer is try to make it now

it_mart 2014-04-15 21:38 Hi please down load the on line recover tool to recover the tablet pc

https://mega.co.nz/#!fEUiBIYT!DoMaSVsc8N1AKjb8qGn6igtUbcpYha15WD3YiYDYM_w

the following link are link for instruction

https://mega.co.nz/#!eNlHWC7A!Kp-oBEM9rbUz6iCYE8opvTsUiiNGuVPwGw3YoA-WmrY

walter 2014-04-16 19:50 Dear Maggie, thank you for the new instructions. However that was to no avail. the device does not show any response. It's white screen over and over again. My son took over and he swiftly discovered that the tablet driver is not recognized by Windows 7. Indeed in the hardware list it's marked with an !, which means that neither Phoenix or Livesuit have the proper ones. Its name is: VID_1f3a_PID_efe8. We tried to google the right driver but couldn't find one. So, I think the first thing to do is find the driver and then proceed with Livesuit. Can you please send me that driver asap? Apologize for all the trouble, but it is frankly getting on my nerves... Walter

it_mart 2014-04-17 21:12 Hi

So sorry for delay reply

Ok we will discuss your problem with our engineer and get a driver of windows 7 for you

Waiting my update news

Maggie

it_mart 2014-04-17 21:26 Hello

We often use XP to update the firmware, it's ok for XP OS.

So, can you try to re-install the firmware via XP computer? this can help you do it success.

Hope your reply

Maggie

walter 2014-04-17 22:03 Hi Maggie, so it seems it's just a question of OS. Now, I don't have win XP anymore because Microsoft does not support it anymore. However they have this tool windows XP Mode which you can install on a Win 7 system. But to my disappointment my hardware does not match the requirements to run that tool, as my processor does not match the minimum hardware virtualization, whatever that means. So I'm stuck now! Anyhow, I know now where the problem is, and it is not your device, but my operation system that plays up. I'll ask my son to bring his laptop (his machine is far more up to date than mine) at his next visit and we'll see what will come out of it. I hope the problem will solve itself then, otherwise I'll have to return the device which I really hope that won't be necessary. Thank you for your patient assistance. I'll let you know what becomes of it next week. Have a nice day (or night in your case) and greetings from Belgium. Walter

it_mart 2014-04-17 22:23 OK

so sorry for inconvenience that caused for you. if you can't resove it in the end, we can accept you banck it to us.

Hope your good news

Maggie

walter 2014-04-18 12:25 Dear Maggie, my son has informed me it is impossible for him to install Windows Xp Mode for two reasons: he works with win8 which does not supports Windows XP Mode, secondly because XP only runs on IDE drives and not on SATA which he has. So, this option is out.

I don't know anyone else who still has Win XP. Besides, no one uses IDE drives anymore, I don't as well.

As XP has become obsolete, and as I need it to install the Android system, I'll never be able to get the tablet working.

The tablet also has scratches on the back (not my fault), and so I gather that it's been used before and someone erased the system, accidently or not. It is therefore worthless and can not be sold anymore, nor by you or by me.

I can send it back to you, but the return charges are very expensive from Belgium to Beijing and as you have promised me you'll reimburse them, I don't think it's worth it.

If I may make a suggestion, taken into consideration that the problem is your responsability, send me a tablet that is fully operative, without the adapter, cables etc. You can send it therefore at the lowest possible rate that way and I don't mind if it takes a month to reach me.

If you agree I'll order a second one for my wife at the same time (trusting that it will be okay too).

I think you owe me that, after this hectic and frantic week full of frustrations.

Looking forward to your decision, I wish you a fine day. Walter

it_mart 2014-04-18 13:51 Hello

Is ok, we would like to send you a second one with free shipping.

if you like buy another one for your wife we will send 2 pcs to you, you only need pay for one pcs.

we will send all set for you with cable and adapter, same as the first order.

Thanks for your support and hope your news soon

Maggie

walter 2014-04-18 15:54 Thank you very much Maggie, you're so kind. Your service is excellent. I was going to pay for the second tablet, but I can't find the shortcut where it is located (it was a promotion). Please, send me the link to do the payment. I trust both tablets will be fully operational, so that I don't have to install firmware etc. Have a great weekend, Walter

walter 2014-04-18 16:19 Maggie, I just found it! It was simply on top of all our messages, how stupid of me. I've done the payment as we speak. Greets!

Comment:I paid 122.83 USD (89.88 euro)

it_mart 2014-04-17 22:23 OK

so sorry for inconvenience that caused for you. if you can't resolve it in the end, we can accept you back it to us.

Hope your good news

Maggie

it_mart 2014-04-18 16:30 Hello

Ok we got your order, thanks for your support.

we will ship 2 pcs of items to you asap

Maggie

it_mart 2014-04-19 12:57 Hello My friend

About the tablet pc with quality problem in your side, can you return it to us? it will cheap ship it via your local post.

So we can repair it and make sale again, as is useless for you.

we will bear the back charge, please send it to our address: Address:24H Building JingFa.2077 Road,LianHua District FuTian.ShenZhen Province GuangDong China Telephone:86-755-82892175 Contact:Yan Jing Song

it_mart 2014-04-19 12:58 we will send 2 new tablet pc to you as soon as we receive your tracking number

Thanks and hope your reply asap

Maggie

walter 2014-04-21 12:02 Hi Maggie, I respond to the message of Mr. Yan. I'll return the broken tablet at your charge as soon as I've received both tablets (the replacement + the new order) in good working order, as I'm not sure about how they will be yet. I hope I'll get them before my 68th birthday which is May 22. It would be a great birthday present! Have a nice day. Walter

walter 2014-04-21 15:00 Maggie, I contacted our local post office and the return charges would be 48 US dollars. Is it worthwhile for you to pay them back? And the device is definitely malfunctioning. Well, it's your risk of course. Greetings, Walter

it_mart 2014-04-22 11:32 Hello

Actually, this is firmware reason, it's easy to make it well, but you are new customer don't know how to recover it.

This Tablet is a expensive product, if you like it and hope recover it work well in future, can you make a part payment to us?

$35 will be ok

we will send another 2 pcs of tablet to you as soon as receive your agreement on this

Thanks for your understand and hope hear from you soon

Maggie

walter 2014-04-22 12:00 Maggie, i do not understand this. This is not what we have agreed upon. Why should I pay you another $35 for a device that is not working? The second tablet I ordered and have paid for, you cannot withhold despite we have a misunderstanding. It should be delivered anyway. I'll make you another deal: send the second tablet asap. If I see it's fully operational and working perfectly, I'll send you the first one back, but I will not pay for the charges. I'll have it sent ‘paid by the recipient'. So I don't have to poor more money in this sad history. And I don't want it back anymore and will demand a full refund. Naturally, I'm not going to put a positive review on your site. Greetings.

it_mart 2014-04-22 13:35 OK

we will send 2 item to you for the last order. hope all will be well

walter 2014-04-22 22:23 Dear Maggie, thank you for your understanding. You're a great salesperson. Let's hope all will end well as you said. I won't put a complaint on your site (providing the device will work fine). And if everything goes well I will introduce you to other members of my pensioner's club (without talking bad about you of course!). Greetings.

walter 2014-05-05 18:23 Dear Maggie, the 2 devices have finally arrived and been tested. They are in good working condition, thank you for that! Now, as agreed upon the delivery should be free, but I had to pay 50,56 euro for it, which is about the equivalent of a new tablet. If you agree, I will keep the malfunctioning tablet and try to sell it to compensate the expense. I'll have two positive reviews in exchange for you. All's well that ends well. Thanks for the understanding. Your client service is excellent. Have a nice day. Walter

it_mart 2014-05-05 18:34 OK

Just do as your adviced above, hope you can come for more business.

Maggie

walter 2014-05-08 01:04 Maggie, I was intented to sell the malfunctioning device but nobody is interested, which is understandable as it does not work. In the meanwhile I managed to contact a person who still has winXP on his computer. I was able to install the driver. So, the device is not broken, but the firmware is still not the right one. I tried with the two img of Phoenix and the one of Livesuit, but to no avail. They are not recognized by the device. Furthermore, your manual states another img than the ones you gave me. So, I beg you to render me the right firmware.I really hope this will come to a satisfying end. Otherwise I'll have to return the device at your expense and ask for a money return. I have already paid too much because you sent the two good tablets with DHL. I could have purchased the tablets on the internet for less than I have paid to you and DHL. That is not good customer's service. In short: PLEASE GIVE ME THE RIGHT FIRMWARE so that I can sell the tablet and get some of my money back. Thanks, Walter

it_mart 2014-05-08 16:06 you told me the last 2 tablet are good and work well, and the first tablet no need your back to us, what the problems again???????????????????

walter 2014-05-08 17:01 Listen Maggie, I'm fed up with all this nonsense. You sent me a defective tablet and the wrong firmware. I tried to sell it but nobody wants a broken device, not even for free. So I have to ask you again to give me the right firmware and if you don't, I'll be stuck with a device I have paid for and will never work. You sent me 2 good ones, at my expense, though you claim that delivery is free from charge. The third one I have only purchased with your promise that you would take the first one back. I asked you to try to make the device work but you keep sending me the wrong software. I have paid up to now 400 US dollars + 25 euro for the person who lent me his WinXP laptop in order to have the non functional device working, which did not.For that price I could have 3 perfectly good tablets with higher specs than yours. So, I assume you can understand how frustrated I am. I can't leave it this way. If you don't show up with the right firmware, I'll send the device back at your expense by DHL as you did and ask you to reimburse me 94,99 US dollars. And if you refuse, well, all hell will break loose