Any idea how to ship a USB-power pack?

[y_p_w]

I'm looking at how to ship this and it seems almost impossible. I've got a defective mophie USB power pack and I've started the process to try and replace it, but it looks like they don't ship a replacement until the defective one arrives. I didn't really see this until later. I've already started the return process where I've authorized a $7.99 shipping charge. They have a process where I'm supposed to send it in with the order number in the address.

I know this is a huge pain. I've done returns of items with batteries, although those were prepaid shipping where I had to include a special label for lithium-ion batteries with a phone number to contact in case there's a problem.

It's a nominal 8000 mAh device. It says 29.6Wh on the side as the capacity.

I'm thinking of just forgetting about this since it might just cost me more in shipping than it's worth. They've already authorized the shipping but it hasn't posted - I'm thinking of cancelling. For me to send it back, UPS ground is about $20, FedEx ground is about $12, and the device itself costs about $30 full retail. Not sure about USPS, but I saw something saying that they allow a maximum capacity of 20Wh per cell (this is a single cell). Even then, retail ground is almost $10.

 

[skyactiv]

Can you write a negative review of it where you bought it? Sometimes they'll make it right because they don't want negative feedback.

 

[Quattro Pete]

If the item was defective, shouldn't the seller be responsible for return shipping of the defective unit? Where did you buy it from?

 

[y_p_w]

Can you write a negative review of it where you bought it? Sometimes they'll make it right because they don't want negative feedback.

I got it for free. It was last year during our local power utility's planned outages (to try and reduce fire risk), where I was at one of their setups for customers. They were giving away lots of stuff besides just snacks and water. We were charging up our devices since they had generator power. We got flashlights, batteries, and other devices, although the mophie USB power packs were the nicest thing they had. We got two (one for me and one for the kid). The other one still works, but this one just stops working seconds after I try to power anything off of it.

I registered it after the fact because I thought that I might be able to get a warranty return. We didn't have any receipts for obvious reasons. I looked into cancelling, but most of the ZAGG/mophie website is down and their customer service number says they're having a system shutdown. I really wasn't sure if I was going to need to return it. I ended up looking up what their procedure was. All I got when I tried setting up the return was that they "might" require a return, but they didn't have a link to the page where the procedure was outlined. If I knew all this I would have just given up on trying to get a warranty return.

 

[y_p_w]

If the item was defective, shouldn't the seller be responsible for return shipping of the defective unit? Where did you buy it from?

I know I said it later, but it was given away at a power utility "resource center" when they had planned power outages. They might have been donated or purchased at reduced prices.

 

[Quattro Pete]

In that case, just forget it. You can often get a brand new 10,000mAh power bank on Amazon for $10.

 

[Hall]

You got it for free, just drop it. The reason they want the defective one back first is because they know 99/100 people won't go through the hassle.

Tell them you live in HI during the summer and you have the battery with you there and it can't be shipped back to them, but you want the replacement mailed to your winter home in San Fran.

 

[y_p_w]

You got it for free, just drop it. The reason they want the defective one back first is because they know 99/100 people won't go through the hassle.

Tell them you live in HI during the summer and you have the battery with you there and it can't be shipped back to them, but you want the replacement mailed to your winter home in San Fran.

I've gotten warranty replacements before without sending something in. A few times it was based on sending a photo of the defective/broken item. I guess they keep the photos so I can't just send back a photo of the same damaged item as it would be too obvious. Once I just called it in and was sent a replacement without even seeing a photo.

The biggest pain here is dealing with the shipping laws. If it wasn't a battery I could just send it priority mail or first class. I'm not even sure what kind of label I could use.

 

[Hall]

That's not the point. You said Mophie's policy is to receive the defective item first, then they send a replacement. How others process returns or warranty claims is irrelevant.

 

[y_p_w]

That's not the point. You said Mophie's policy is to receive the defective item first, then they send a replacement. How others process returns or warranty claims is irrelevant.

Their policy isn't that clear. When I looked at it during the process it used words like returns might be required, but then I found the info on where to send it a week later. It also say "processing" which wasn't all that clear to me - whether or not I had to send it first or if they would send the replacement first, and then have a return box for the defective device.

I'm likely going to try and clarify what I can do because at this point I don't want to spend a total of $20 on shipping.

 

[Hall]

I'm going by what you have indicated is their policy. If that's incorrect, sorry...

 

[y_p_w]

I'm going by what you have indicated is their policy. If that's incorrect, sorry...

I'm confused now since I just got a notice saying that it just shipped. For a while it was saying that it was "Processing, Return Required" but now it's "Shipped, Return Required". Maybe it comes with a return box with all the labels. Maybe not. I might be on the hook for the return of the defective device.

 

[maximus]

Free lol? Toss it and move on with life.

You've already wasted more time than its worth.

 

[y_p_w]

Free lol? Toss it and move on with life.

You've already wasted more time than its worth.

But at this time they're sending it to me and I need to return it or else they'll charge me for it. I don't necessarily think this is a very customer friendly warranty policy, but I don't think i can get out of it. I certainly don't care about keeping a device that doesn't work.

It was very nice while it still worked. But I get that there will occasionally be stuff that doesn't work. I asked about this on another forum and got the advice to maybe open it up and replace the cell, but I think this is one of those custom sized cells that look like it's wrapped in a trash bag.

 

[Carmudgeon]

Contact ZAGG, speak to a human, and ask them what your options are. Whether it includes a return label, if not how their users should ship returns, or whether you can back out at this point and refuse any replacement they have already forwarded.

ZAGG charges price premiums for its products, and that presumably goes to covering a higher level of customer service than the typical Amazon seller storefront which creates their brand name by having a cat walk all over a keyboard, then has some ODM screen that name on a generic design, before packaging and shipping to Amazon, where is it sold until stock runs out, and the storefront disappears.

 

[dlundblad]

I was going to say, if you’re the guy on eBay I bought it from, hurry up and ship the thing! Lol

I’ve had decent luck with black web. Another good thing to have around for power outages is either a battery backup or a power inverter for your car’s battery.

 

[y_p_w]

But at this time they're sending it to me and I need to return it or else they'll charge me for it. I don't necessarily think this is a very customer friendly warranty policy, but I don't think i can get out of it. I certainly don't care about keeping a device that doesn't work.

It was very nice while it still worked. But I get that there will occasionally be stuff that doesn't work. I asked about this on another forum and got the advice to maybe open it up and replace the cell, but I think this is one of those custom sized cells that look like it's wrapped in a trash bag.

I've tried calling them. I might have been on hold for a half hour when I gave up. I had previous correspondence with ZAGG customer service (took almost 5 days for a response from their general customer service portal) and I sent a reply (directly to the same customer service agent) asking for clarification on how I was supposed to return the defective battery pack. I guess my $7.99 shipping includes the return shipping. I certainly can't ship that cheap. This was the response:

Thank you for reaching back out. When you received your new powerstation, you will receive a prepaid shipping label with it to send you previous one back. You will send it back in the same box you receive your new one in, so that you will not have to worry about any additional labeling. Please just make sure to adhere the new shipping label over the old one.

Right now the tracking says that it's scheduled for delivery today. It also says that it was received from ZAGG in Kalamazoo, MI last week, but I didn't get a message that it was shipped until yesterday.

 

[y_p_w]

So I got the replacement today. As promised, it came in a box with a prepaid return label enclosed. The box has a lithium-ion battery information panel (UN3480) on the bottom with ZAGG's phone number plus an emergency number for CHEMTREC.

The shipping was odd though. I got a tracking link that went to the FedEx website that said it was delivered today. Then I looked on my front porch and there it was. The label (that I removed) was clearly a UPS label (has a UPS logo and notice on the bottom) but it had a USPS eVS tracking number. I've tried entering that tracking number on the USPS website and get nothing. I enter that same number of the FedEx tracking website and it comes up. Anyone know what exactly this is?

The return label (also a UPS label) says ZAGG BRANDS on the top, has a USPS Parcel Return Service permit and tracking number, and is addressed to:

UPS MAIL INNOVATIONS RETURNS​

PARCEL RETURN SERVICE​

56935​

It sounds like this is going to a parcel return processing center in Washington, DC. That zip code is reserved only for parcel returns. They must be using the tracking number to distribute it back to ZAGG.

https://faq.usps.com/s/article/Parcel-Return-Service-PRS

 

[Quattro Pete]

Glad you got it sorted out.

FYI, I just ordered the 15,000 mAh Mophie PowerStation XL - they're currently on sale for $7.50 after coupon, with free shipping.

 

[y_p_w]

Glad you got it sorted out.

FYI, I just ordered the 15,000 mAh Mophie PowerStation XL - they're currently on sale for $7.50 after coupon, with free shipping.

Unfortunately out of stock now. That was a killer deal. This one?

https://www.zagg.com/en_us/powerstation-xl-2019

What was the coupon? When I sent an inquiry to ZAGG I got a 7-day 25% coupon code. It was 8 characters and looks like it might have been unique although I was free to share it. On the website they're sometimes show various discount codes, but I don't see one now.