We're not defending Planet. I've had issues with my Gemini and I'm not entirely happy with them either. We're just saying that you have to be reasonable.
I'm sure if you sent your unit back they'd replace it, but you can't expect them to send you a new one first. Even Apple doesn't do that anymore, let alone a tiny company like Planet.
And if it takes two months to arrive in Brazil, what's a few more weeks to send it back?
OK.
Thank you again.
But I was not referring to you when I said this.
The fact is that Planet don't answered me.
I proposed to send my device first to them.
I did not want them to send me the gemini before.
The truth is that I did not want to pay the cost of transport and customs, which would double or triple the value paid.
Unfortunately the customs here open the packages and search the internet for the value of the product.
I've paid almost US800 ( Us 400 for the gemini and US 400 for Customs duties ). and would not want to pay another US400 of Customs duties. ( excluding the shipping cost ). Even if it is an RMA, I would have to pay Customs duties. Believe me. Brazil is the country that has the highest customs duties.
When this occurs at Amazon ( www.amazon.com ) , they always send the product with customs duties already pre paid.
But Planet did not answered me. Only answered me about a possible order of an addon camera.( as I mentioned before ).
And about my possible order, they answered me quickly.
And no answers about my problem.
In fact, I waited only a few days. But such problem : I hoped at least to have a quick return.
So, I've donated my defective gemini.
It's a problem that I do not have to worry about again.
Thank you so much !
That is such a ridiculous customs system, I'm sorry you have to suffer that
Planet should have done more research into international shipping and blacklisted countries like that (no offense intended), it's just not feasible for a startup to have to pay a substantial proportion of the retail price on top of shipping an extra unit for RMAs.
Also as you used a forwarding service, as far as Planet are concerned you are a UK customer. It would be very unusual for a small to medium size company to offer international RMA. I think the most you could have hoped for without spending more money with skypax/customs is a full refund, but that would be from Planet's goodwill without receiving the broken unit back. It's obviously not okay that they stopped replying without offering you any options
As an aside, the other thread in the Linux section does provide some insight into why they might have stopped replying