My buying experience with Sadoun

[mariam]

Hi guys,

I am new on this forum. This is the first time I buy satellite equipments from Sadoun, the experience was instead painful. I would like you guys to share your RMA experience with them.

A month ago I orderred a motorized dish system with the Invia Com LNB upgrade. I received the package four days later. The package looked OK, no visible dammage observed. I have no experience pointing the dish, so I hired a professional to do it (He charged me $150 for the installation). During the weekend the guy came and openned the box in front of me. we both noticed that the LNB and the motor were "openned box items" and the rotation axis of the SG2100 motor was a little bit loose. The guy went ahead and installed the system on my roof. After two hours tweaking the system, the guy was unable to track the "Clark belt" (spelling ?). He told me the problem was the faulty motor. He removed the motor and left the dish pointing to Galaxy 3C satellite. He asked me to exchange the unit and said that he would return in two weeks time to install the motor with $100 extra charge.

I called Sadoun RMA department, got the RMA number and a week later I got a tag for shipping the motor back to them. I packed the motor with the tag and put it in an USPS box. Three days later I received the package with a note saying that it was 3 pounds over weigth. So I paid the extra shipping charge to send it again. Almost two weeks time lost, I called Sadoun RMA department asking them to send me the replacement and they can take $75 (price of the motor) security deposite from my credit card. The RMA lady said that the only way I can get the replacemnt motor shipped immediately was to order a new one and pay extra shipping charge. I didn't want to pay the extra charge, so I asked her when she will ship the new motor. She told me that as soon as she receives the faulty one.

Today, I call them asking the RMA status. They say that the faulty motor was received a week ago and they are still checking it. All this lost time is just for trying to charge me 20% restocking fee on a faulty item already in "openned box" when I received it. I will probably hesitate to buy another item from Sadoun.

Thanks for listenning my rant.

Mariam

[MasterChief]

I ordered an m1 kit,and was sent the wrong mount. Called Sadoun and they gave me the run around. To make a long story short I had to Spend another 38.70 to order the correct mount! Still unhappy about that to this day

[glen4cindy]

Wow! I'm really sorry you two (so far) have had such bad experiences. My experience was spectacular! My shipment arrived way faster than I ever expected, all of my parts were new and pristine, and there has not been a moments trouble with my equipment except for a couple of problems I caused myself during the installation. But, a quick post here got me right on the arc with no further problems!

[Bibbler]

Very good products, and VERY VERY helpful.... I bought my 1st system at their store in Hilliard and another system plus many assessories online. Shipping was fast....

They are the BEST!

[Sadoun]

Originally Posted by mariam

we both noticed that the LNB and the motor were "openned box items" ....Mariam

Dear Mariam, I believe you might be mistaken about these two items. We don't sell open box items as new. In fact, these two high quality items in particular rarely come back from customers and we don't carry any used ones. We separate any open or returned items on a completely separate shelf from new ones.

I have seen many installers not familiar with installing a motor or a "UNIVERSAL" lnbf usually blame these two items for their inability to install the system. In 99% of the time, these items have nothing wrong with it. I would highly recommend you read the tips on hiring an installer here: http://www.sadoun.com/Sat/Installati...stallation.htm

Please email RMA@sadoun.com or call 1-888-519-9595 and ask to speak to Natalie about your RMA. I will also forward this email to her so that she could check on your return and process it right away.

[rainman]

My buying experince from Sadoun has been nothing short of great.when thing's were back order they let me know.and delivery has always been fast.will continue to buy my equipment from Sadoun.

[elgemcdlf]

I just recently had to order a remote and while I was at it picked up a splitter to bump the order over the $25.00 min. I ordered on Friday with shipping being USPS where I was told (via website) could take up to 7 days.

It arrived on Monday. She lost a half days usage on Monday due to not realizing it was her remote in the envelope I have made multiple purchases from Sadoun's. Have had 2 warranty items. The first being an Invacom QPH-031 that I am not so sure was bad at all. I was having a problem locating signal and called Sadoun's (on a Saturday afternoon) and the tech told me the linear side should be set as UNI.

We determined the lnbf was bad when I swapped it out for a UNI linear I had at the house. It may have only been the settings for that lnbf all along BUT I received my RMA number and replacement in a very timely manner. The mail lady had put the box in my truck (probably was raining that day) and I never thought to look there. Happened across it on accident

I did call and question Sadoun's who stated it was mailed out. On one of my purchases I bought 2 of the Platinum receivers and one of the remotes was defective out of the box. I do not remember there even being a RMA on that one. Called Sadoun's and the woman that answered the phone said mail it back and they would send out a replacement. I think it was less than a week total time.

I have had problems with the 4 port DiSEqC switches from Sadoun's and in fact need to mail 2 of them in to them so they can look at them. Not looking for any type of replacement on them just in hopes it helps them with design or maybe they can let me know it is on my end and what it is I am doing to kill these units.

My experience with Sadoun's has been nothing short of excellent. While I can not comment on your personal situation I would almost bet it is inexperience on the part of your installer. If they are accustom to DTV or DN installs this is an entirely different animal. If they do big dish they are close but still a different animal.

A friend of mine is a commercial system designer and installer. Even his crew is scared of these systems. Just due to a lack of experience and enough knowledge to be afraid I do believe with a couple installs any of his crew could do these little systems with no problem.

Back to the replacement remote. It may have been under warranty. If memory serves me the receivers have 1 year which I know I am close to that and I also know she has more than got her mileage out of it. To me these little systems are so inexpensive sometimes it is easiest to just buy it instead of warranty. In the case of your motor. I would be hard pressed to buy a lnb for my main dish for the cost of the little motor.

[briand]

(So far) I've only placed one order with Sadoun. I, too, ordered the M1 system with the Invacom quad LNB upgrade. I realized, shortly after placing my order, that I had specified a wrong component. I had ordered a splitter/combiner when, in fact, I needed a DiSEqC switch. I sent a private message to Sadoun on this site explaining my error, and he quickly replied that, if the order had already shipped, he'd send the DiSEqC along free of charge, and if it hadn't shipped yet, he'd make sure the correct part got packed with the order.

Two days later, the package was waiting at the door (even though the shipping estimate was 4 days), and it contained the DiSEqC switch instead of the splitter/combiner I had mistakenly ordered.

I should also add, as a footnote, that Sadoun never charged me the difference between the $4 splitter I mistakenly ordered and the (correct) $20 DiSEqC switch that they shipped.

I don't know how my customer service experience could have been better -- they shipped my (corrected) order two days faster than the estimate, and didn't even charge me the price difference for the part I ordered incorrectly!

I installed my system (shown in the avatar) the weekend after it arrived, using the instructions available on this site, and have had no problems with any of the equipment at all.

- brian

[Iceberg]

I've placed a few orders with Sadoun...one was for 2 90cm dishes, one was for a 80cm dish, couple orders for parts, and one for a T90 dish and a bunch of stuff.

Other than one order that was delayed due to backordered parts everything came right away

[mariam]

Originally Posted by Sadoun

I believe you might be mistaken about these two items. We don't sell open box items as new.

I have seen many installers not familiar with installing a motor or a "UNIVERSAL" lnbf usually blame these two items for their inability to install the system.

Please email RMA@sadoun.com or call 1-888-519-9595 and ask to speak to Natalie about your RMA. I will also forward this email to her so that she could check on your return and process it right away.

Sadoun,

Neither boxes were sealed, the motor box had some scratches and the accessory inside were mis-placed that why we thought that they were opened.

The installation guy seems to know the FTA world. He did install a motorized dish system for my friend who in turn referred him to me. Anyway, thanks for your advice, I will point him this forum, hopefully he will learn something.

I did talk with Nathalie and suggested her to keep a security deposit from my credit card and send me the replacement ASAP. But she wasn't very supportive.

Guys,
Thanks for your feedbacks. I am happy that you guys have such wonderful buying experience with Sadoun. It seems that only me and MasterChief are the exception. Hopefully they will improve their business so there will be no more exception.

Best regards,
Mariam

[newtoFTA]

I have placed 3 orders from Sadoun so far. The first order was a motorized FTA system with many upgrades + an extra Fortec Star Platinum FTA receiver + a self installation kit + coaxial cable + connectors. The second time was the Invacom Quad LNBF QPH-031 and a couple of 22Khz switch. The third time was a Digipower SG 2100 motor + coaxial cable + few other stuff. There is NO problem at all with all of my orders except for a little delay in shipping for the Digipower SG 2100 motor. I am very happy and confidence to order my stuff from Sadoun. I will definitely continue to buy from this seller.

newtoFTA

[elgemcdlf]

Originally Posted by mariam

Sadoun,

Neither boxes were sealed, the motor box had some scratches and the accessory inside were mis-placed that why we thought that they were opened.

The installation guy seems to know the FTA world. He did install a motorized dish system for my friend who in turn referred him to me. Anyway, thanks for your advice, I will point him this forum, hopefully he will learn something.

I did talk with Nathalie and suggested her to keep a security deposit from my credit card and send me the replacement ASAP. But she wasn't very supportive.

Guys,
Thanks for your feedbacks. I am happy that you guys have such wonderful buying experience with Sadoun. It seems that only me and MasterChief are the exception. Hopefully they will improve their business so there will be no more exception.

Best regards,
Mariam

I work as asst. plant mgr. in a production fabrication factory. My target failure rate is 2%. In other words if my total customer complaints along with internal errors in order processing that the customer is never aware of is 2% or less I consider everything running efficiently. I can not speak for Sadoun as I do not work for nor does he work for me. Just a perspective on error rates as far as the industry I am in.

While once again I can not speak for Sadoun I would venture to guess had you asked to purchase a second motor while awaiting the determination as to warranty status on the first and then a credit issued to you if the motor is determined to be faulty I would imagine you could have come to some form of terms. Maybe not but I personally see no reason for a motor to leave their shop for less than full cost when they have only the word of someone on the phone that a defective one is coming. No way to verify anything.

Now if the customer is an established customer that is a different story as a relationship is built over time and as each side becomes more and more comfortable with the other more flexibility usually follows. Example: (And only an example) let's say ABC sat company normally buys 10 systems a month from DEF Satellite Sales. This has gone on for maybe a year or more regularly. Complete with warranty issues and the whole nine yards. While not a requirement I could see equipment leaving DEF for ABC billed to them but perhaps on a 30 day credit. Then on a seperate invoice a credit issued for the defective pieces. BUT that is totally the decision of DEF.

As to sealed boxes I do not think much of anything I receive for sat systems is sealed. The last 2 DiSEqC switches I bought (not from Sadoun) didn't even come in boxes. While I have not seen the splitter yet that arrived yesterday I would be surprised if it were in a box. Grounding blocks came in bags (sealed).

On my final note. People are human and subject to error. A fact of life. Could your order have been all fouled up? Sure! Was it an intentional or malicious act? I seriously doubt it. If this was your first time ordering I can imagine your frustration but many of us here have multiple orders and great service. Odds are you will not run into any major problems should you continue to do business with Sadoun. Not because of any public posting here just the law of averages.

Stepping down off of the soap box now

[mariam]

elgemcdif,
If you read my first message, you will see that I did not complain about the faulty motor, but more about the delay that RMA service causing me. In the past, I did return a faulty LCD HDTV, they kept a security deposit and sent me the replacement right away.

Anyway the online seller got all your credit card info. I don't see why they take more than one week to verify if a motor is faulty before sending a replacement.

Thanks

[elgemcdlf]

As I said sometimes things just fall through the cracks despite the best efforts. Just because company A does things this way does not mean that company B does nor should. We deal business to business and that is different than business to consumer.