Z12 Ultra Geo-blocking Issue: Need Advice on Resolution and Seller Communication

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1st Official Post

    Hi all,

    Very recently, I purchased a Formuler Z12 Ultra from an official seller in Spain. After receiving it, I unfortunately performed the installation with my VPN activated. My Formuler got stuck.

    I sent it back to the seller so they could, in theory, send me a replacement. They told me they would send me one as soon as they received the damaged one. I made sure to send the package within 24 hours.

    Upon receiving the package, the story changed, and they told me they needed to wait for a return from Formuler. Time passes, and nothing happens.

    I requested a refund (which is legal within the 14-day limit), but the seller explained that I had 'damaged' the device, even though no instructions in the manual indicated that the first installation shouldn’t be done with a VPN activated in a geographical location different from the one the box is intended for.

    meanwhile, I bought another Formuler Z12 Ultra from a different seller and am happy with the device :grinning_squinting_face:

    In the end, What should I tell the seller to accelerate this situation?
    Is there a Formuler representative on the forum who can help me resolve this issue?

    L.

    • Official Post

    Hi,

    forwarded your request to Formuler.

    Btw. not nice move from your seller to hold you so long.

    Quote from SAM

    Hi,

    forwarded your request to Formuler.

    Btw. not nice move from your seller to hold you so long.


    Thank you very much, Sam!

    I really don't understand their attitude at all. I clearly explained the situation to them. I also made it clear that I don’t want a refund (you never know, that might slow down the process), but that I would like to receive another product instead.

    They’re just leaving me waiting like an idiot, telling me they are supposedly waiting for an analysis from Formuler.

    Sam, I can provide anything needed to prove my case.

    Thank again !

    Next time activate without vpn!

    turn vpn first off in router!

    connect box to tv, router and the power in.

    Setup box and firmware update.

    Then mytvonline setup.

    Restart.

    Login on router and put vpn on!

    Restart formuler box.

    No geo-blocking problems my friend.


    Thanks again. I’ve understood the lesson.

    The second Z12 device I bought is working properly and I like it a lot.

    Now, the point of this post is to figure out how to get a response from the seller, who is making me wait unnecessarily by claiming that I “damaged” the device, even though they have the option to refund me or send me a similar device.

    Quote from lobb


    Thanks again. I’ve understood the lesson.

    The second Z12 device I bought is working properly and I like it a lot.

    Now, the point of this post is to figure out how to get a response from the seller, who is making me wait unnecessarily by claiming that I “damaged” the device, even though they have the option to refund me or send me a similar device.

    Youb didn't damaged the device.

    They must send you a new one. And they must send the geo-blocked box to formuler back.

    That's not you business. You have the right to get new one.

    • Official Post

    I got the Info that Seller is the one who have to clear this Issue and he know very well what to do. Why this seller makes from this return so big issue is unclear for me, he need just to contact the distri from where he buy the boxes.

    Quote from SAM

    I got the Info that Seller is the one who have to clear this Issue and he know very well what to do. Why this seller makes from this return so big issue is unclear for me, he need just to contact the distri from where he buy the boxes.


    Do you have an official source that confirms this information?

    If they persist in their nonsense, I believe I will need to involve my lawyer to resolve this situation.

    • Official Post

    Manufacturer Formuler sales -> to Distributor -> Distributor for your area sales -> to seller and seller is the one you have to contact first, if warranty issues comes up or box need to be replaced after buying. If your seller makes problems, don`t want to refund or replace, then tell him next Email comes from lawyer. Fact is, shop seller should not act like this one, it is not customer friendly. Which country, Spain? There should be also return policy like in few other EU Country`s.