TMart N&K Trading uncooperative, customer no service, defective, obfuscation, delay, North Brunswick, , New Jersey

Dear Kenneth ,

Thanks for your reply. I am gald to hear that you can keep the item. For the refund, it will be issued within 1-2 business days.
Once we complete the refund, we will inform you via e-mail.
Thanks for your support and patience in advance.
If you have any question, please feel free to contact us.

Best regards,
Sherry
CustomerCare@Tmart.com

Yes, I will keep the product and expect a $5.00 Refund, which you can donate to Ripoff Report.

Dear doctormemory ,

Sorry to hear that. We didn't receive a reply from you.
For your order:21699045, do you willing to keep the item and then we offer you $5 as compensation?
Please let me know your decision.
Sherry
Tmart.com

I do appreciate that although under duress, TMart actually took the time to follow through with this incident and I finally have an almost completely functional product.

Given that the current AC Charger is not compatible with the battery pack I will accept TMart's offer of a $5.00 Refund. I will modify the Charger myself with attachment of the proper connector, which I have purchased from Parts Express (an excellent company to do business with) 

I do not feel that TMart deliberately or maliciously tried to obfuscate the facts involved with this incident. I believe it is simply a lack of understanding and skill in customer service. There is much more to this critical job position than one would think. Timely problem solving is of the utmost importance in this new paradigm of Internet Commerce and just answering an e-mail with a scripted response is just not enough.

As for the lack of technical understanding on their part I would like to question their explanation for the incompatible connectors, when the entire package was re-sent to me as a new product. There was no mix and match going on, so why does the fact that this item might now be from a new source have anything to do with the In Box incompatibility?

Thanks once again to Ripoff Report for supplying an incredible forum for Consumer support.

Dear Kenneth Lonas,

Thank you for your comment.

We are sorry for that if any inconvenience caused by us, and all need your understanding. Because you bought the item on 2012-10-09. It had passed long time. The purchasing department had purchased a new batch of products. Hope you can understand. For this issue, we are glad to hear that you can charge the item. Would you mind accepting that you keep the item? We give you $5 for compensation.

If you have any question, please don't hesitate to contact us.

Best regards
sherry
customercare@Tmart.com

After involving Ripoff Report, The Daily News, The Better Business Bureau of Trenton, NJ and other helpful organizations, TMart finally sent a Shipping Label to return the remainder of the product.

It was only the Lithium Ion Battery Pack that was Defective and I had already sent that back to them. Reluctantly I sent back the Light unit, the accessories and the AC Charger. These parts worked fine by the way.

Within a few days I received my replacement Bicycle Light Kit. I could not , however, charge the battery pack because they had sent me an AC Charger with a connector that was not compatible with the Battery Pack connector.

I have other lights and was able to charge the Battery Pack successfully. I then discharged it and it lasted almost 4 hours, the way that it was intended to work.

I am quite familiar with Wiring and electronic equipment so I do have resources, but once again I would still like to have paid for a fully functioning Kit, charger included. However, I am weary of the mindless back and forth with no satisfaction and would like Tmart to simply send me the correct charger without my having to once again return the entire kit

I have attached a photo of the two connectors and a simple explanation.

Kenneth W Lonas
TMart Original order # 21699045
Ticket ID: 383672
RMA#HF1301232112 ,  order#21699045  and item #89005454

Photo Caption:  The charger connector on the Left is what is needed to work with the battery pack. The charger connector on the right is what was sent. It is to short to make internal contact and it does not have the locking ridge at the base to keep the connectors together when in use.

Dear Customer,

Thanks for your feedback. I would like to invite you to leave your specific order number in your comments, it will help us investigate your issues and contact you to solve your problems. And we will guarantee your rights and interests that you will be compensated fairly. Please don't worry, after we get your order number, we will handle this issue for you right now.
Thanks for your support and patience in advance.
If you have any question, please feel free to contact us.

Best regards,
Sherry
CustomerCare@Tmart.com