Foshan Nanhai Newface Beauty Instrument Factory
Complaint 125136 Details

Dear Sir/ Madam,

I would like to bring to your attention the dubious business practice of Foshan Nanhai Newface Beauty Instrument Factory (No. 18, Industrial Road, Songjiang Village, Hengjiang, Yanbu, Dali Town , Foshan, Guangdong, China, Zip: 528247; http://novanewface.com). Appreciate your advice as to how I should proceed with them to get my money back on account of the defective product they shipped to me.

Background:
(1) 12 Jul 2011 – I ordered a Genie RF100 (a beauty machine for wrinkle reduction, skin tightening) from their distributor, Purple Air Productions (Harvey Alakh, [email protected], +65 9144 8777), a business based in Singapore on their website (http://www.wrinklesreducer.com/; http://antiaginggenie.com/) for US$1377.

(2) 14 Jul 2011 - The machine was discontinued and I was refunded the full amount.

(3) 2 Sep 2011 – Production resumed with a “new and improved” version. I put in my order and the machine arrived in late Sep. I was on vacation and only started using the machine in mid Nov.

(4) 2 Feb 2012 – Emailed Harvey ([email protected]) re problems encountered including unit stopped sending out RF and screen display became fuzzy.

(5) 9 Feb 2012 – Emailed Harvey re further problems encountered - RF came in and out erratically. Screen became fuzzy. Received electrical jolt while ensuring connection was secure. Discovered connector tip was burnt. Also reported 2 previous incidents - (i) I unexpectedly stood up breaking the “circuit” and immediately felt a sting to my thigh & smelt burnt flesh. An electric arc came out from one of the corners of the plate. (ii) While using the probe just under my chin, a spark came off the edge of the probe. After 4 months of observations, there has been no improvement, to the contrary, there have been breakouts around my chin and lower jaw areas after each use (which now became apparent was due to the machine).


(6) 9 Feb 2012 – Managed to call and talked to Harvey who advised me not to use the machine anymore. He would deal with Foshan Nanhai Newface Beauty Instrument Factory.

(7) Feb - May’12 – The factory kept promising to provide the refund. They were asking for bank details etc to make the transfer but it turned out they were just playing Harvey. They had no intention of providing any refund. Please refer to attached email and the SMS pictures. There have been absolutely no services provided to me at all. No answers to my queries, no technical explanations as to what happened and no attempt to address the problems.

(8) 15 May 2012 – After getting the factory details from Harvey, I decided to chase the factory as well. I contacted Rorina but she denied receiving any email from Harvey and denied even selling the unit to me. She hang up the phone on me. I proceeded to email the factory’s CEO, Mr. Yongchao Tong ('???'). I have been dealing with Eileen and Rorina ever since. They denied shipping me a faulty unit and implied that the problems have been due to my erroneous operations. But I understand from Harvey that there has been at least 1 other client who also has a faulty unit. It appears to be a slip up of their quality assurance.

(9) 30 May 2012 – Eileen in her email acknowledged that “We understand that you suffered a lot by the machine ,we are so sorry about it “. Yet they insist that I pay the A$200 freight to ship the machine back in order to get my refund (contrary to how they dealt with Harvey originally which didn’t require the machine to be shipped back). They will also deduct another US$277 (admin & freight etc.) from the refund. Harvey told me there may be other deductions but he will chip in US$100 for the return freight. So, I will be out-of-pocket for at least US$377 but the factory none. This is really nasty given that it is their mistake in the first place.


Foshan Nanhai Newface Beauty Instrument Factory) is not a responsible company:

(1) They don’t have adequate quality assurance, they ship out defective products. When confronted, they are defensive and insisted that the customer must be at fault.

(2) There was no after-sales service. The 1-year warranty provision was basically an empty promise. This is a breach of duty-of-care. They now offer to send spare parts for me to repair the machine. But how do I know what to do with the spare parts? I am not an electrician. And how do they know which spare parts to ship, and what guarantee is there that the spare parts they ship would fix the problems? After my horrific experience, I am absolutely scared of this machine. A 240V machine can kill.

(3) They have engaged in stalling tactics to deal with product complaints. This matter has been before them sine 2 Feb 2012 and they are still arguing whose fault it is and a resolution is still not forthcoming. For months, they have been lying to Harvey. Now they want the machine back, they just keep putting new demands and obstacle in the way. I suspect they will keep stalling until Sep’12 when the official warranty period for the machine expires and then they will use that as an excuse.

(4) They engage in misleading advertisement and claims. The machine made my skin worse with acne/boils of severity I had never experienced before. There were no warning on safety re potential of burnt flesh, electrical arcing and breakouts etc.

(5) They engage in deceit to get customers. The Genie RF100 was discontinued in Jul 2011 and then was marketed as an “improved” version in Sep’11. In Jan’12, it has been discontinued again. Now they are selling the Genie RF300!!! Why did they entice me into buying a soon-to-be-discontinued machine in Sep’11?

I appreciate any advice you may have for me as to how I should proceed with my dealing with them. My first objective is to get my money back (US$1,377) in full. Please let me know which authorities I should direct my case to if I decide to pursue them with compensation for pains and misery sustained with the breakouts and scars on my face and for anxiety and stress suffered during this prolonged dispute.

Thanks very much.

Kind regards,
Charmaine C (Australia)
(Personal Info Removed)