Extremely Disappointed with Ulanzi’s Customer Service and Warranty Policy
I purchased a Ulanzi Filmog FM01 Ace through eBay. It was brand new, sealed, and delivered well within the product’s warranty window. After a short time, it stopped working—the atomizer fired, but the fan completely failed. I contacted Ulanzi directly to get help, thinking they would stand behind their product. I was wrong. Their customer service made it clear they wouldn’t assist me because I didn’t purchase directly from their website. I explained that the item was out of stock on their site at the time, which is why I went through a reputable eBay seller. Despite providing all the order information and a video showing the defect, they refused to process an exchange or replacement. Instead, they kept repeating that I should contact the eBay seller, even though the seller was just reselling Ulanzi’s own product. What’s the point of offering a warranty if they only honor it when it’s convenient for them? It shouldn’t matter where a product was purchased if it’s authentic and defective within warranty terms. Ulanzi’s refusal to take responsibility shows how little they value their customers. It was clear from their responses that they were more interested in avoiding the issue than helping. I expected better from a company that markets itself as customer-focused. I won’t be buying from them again, and I recommend others think twice before doing so—especially if you’re not buying directly from their site.