E-One IPL Device

Muffin_Tops

At the tail-end of last year I purchased an E-One IPL (Intense Pulsed Light) device from E-Swin. The product cost a staggering £1319 plus shipping, but I was happy to pay this given the amazing customer reviews for its impressive permanent hair removal. However, after 3000 flashes I needed to purchase another optic cartridge, for which I would be given 2 codes to enter onto my device to enable further flashes/usage. The cartridge cost another £97. It took them over a month to deliver this to me (apparently, due to high demand) and they didn't send me the codes that I needed. I have therefore tried to contact them several times via email and telephone, but have received no reply. I've heard rumours that the UK branch (which is separate from the French branch) has gone bust. This now means I'm left with a device and brand new cartridge that I can't use. I was therefore wondering if anyone else out there was stuck in the same position and if the UK branch has indeed gone bust.
Thanks!

fluffnutter

Does it not work any more? How did you pay?

7912kay

Muffin_Tops wrote: »

At the tail-end of last year I purchased an E-One IPL (Intense Pulsed Light) device from E-Swin. The product cost a staggering £1319 plus shipping, but I was happy to pay this given the amazing customer reviews for its impressive permanent hair removal. However, after 3000 flashes I needed to purchase another optic cartridge, for which I would be given 2 codes to enter onto my device to enable further flashes/usage. The cartridge cost another £97. It took them over a month to deliver this to me (apparently, due to high demand) and they didn't send me the codes that I needed. I have therefore tried to contact them several times via email and telephone, but have received no reply. I've heard rumours that the UK branch (which is separate from the French branch) has gone bust. This now means I'm left with a device and brand new cartridge that I can't use. I was therefore wondering if anyone else out there was stuck in the same position and if the UK branch has indeed gone bust.
Thanks!

Hi yes I have exactly the same problem, I have the machine but need to buy a new cartridge and gels and have contacted by email with an enquiry as I was unable to buy Accessories form their website E-swin UK Ltd. I then received an email from the French company informing me that they are no longer connected to E-swin UK Ltd and that E-swin UK is no longer a subsidiary of ESWIN SAS as of 1 Jan 2012 and that E-swin UK is consequently an independent company managed and administered by. This company has signed a distributor contract for our products (E One and EO75) and as long a sthese contracts remain in force, they cannot interfere in the management of ESWIN - UK. They regret this is the situation and will keep me updated as matters evolve.

Obviously after spending £1399 didn't expect this to happen. Meanwhile I have seen E-one France Facebook page and their E-one page are customers are still posting questions and receiving answers from E-one so they are still in business so i have contacted them via their contact page asking whether it is possible to buy cartridges and gels from them directly as they made the machines and supplied E-swin UK Ltd so I would just be purchasing them from them instead of the UK company, who no doubt would also order them from E-one France. I am not sure if they speak English so also translated to the best of my ability, hope they understand. So just have to wait and see what they say, but I can't understand why not as I would just be paying them the same as if I lived in France and need to buy new accessories and if need be on my machine I could change the language to french to enter the codes that come with the cartridges. Anyway when I hear from them, touch wood, will post again.

Regards

Kayla

Muffin_Tops

Thanks for the update Kayla.
I too contacted E-Swin France. Their response implied that they were disinterested in helping UK customers (as the UK branch is independent), but they ended the message by letting me know they would keep me updated as to whether the UK branch will continue. [text removed by MSE Forum Team].

It's a little frustrating that every e-one device will only work for 3000 flashes before it forces the user to enter 2 codes (I suspect this is merely a money-making scheme to force customers to regularly purchase replacement cartridges to obtain these codes). It's even more frustrating that UK customers now have 2 choices; wait until the situation with the UK branch is resolved or purchase items from France (which would incur a higher delivery charge) if they confirm that this is ok. Thanks for letting me know that you’ll post again once you have a response from the French site. I have also asked them if it would be acceptable to place future orders with them (in as polite a manner as I could muster); I will let you know their answer.
Cheers!
Nelle (Muffin_Tops)

pinkbusybee

Hi everyone,

I purchased one of these machines in October last year and found the results weren't great so I decided to return it under the satisfaction guarantee. I followed the instructions etc under the T&C's and even spoke to the lady named Laurie in E-Swin to confirm details with her. I last spoke to her on 19th February and emailed confirmation of return etc to her. I returned the machine on 22rd via courier. and it was signed for by a lady in their London address. This address was the original address of E-swin before they sold the rights to a distributor. I am still waiting on a refund, which I sure I won't receive and like everyone I received the email from eswin France absolving themselves from responsibility.

I did pay by credit card and can probably claim under section 75, but I can't understand why they would tell me to return the machine. Surely my contract was with E-swin when they were part of the French company as it was before all this happened. Is my best way forward through my credit card??.

I'd stil like to know where the machine is.:(

7912kay

pinkbusybee wrote: »

Hi everyone,

I purchased one of these machines in October last year and found the results weren't great so I decided to return it under the satisfaction guarantee. I followed the instructions etc under the T&C's and even spoke to the lady named Laurie in E-Swin to confirm details with her. I last spoke to her on 19th February and emailed confirmation of return etc to her. I returned the machine on 22rd via courier. and it was signed for by a lady in their London address. This address was the original address of E-swin before they sold the rights to a distributor. I am still waiting on a refund, which I sure I won't receive and like everyone I received the email from eswin France absolving themselves from responsibility.

I did pay by credit card and can probably claim under section 75, but I can't understand why they would tell me to return the machine. Surely my contract was with E-swin when they were part of the French company as it was before all this happened. Is my best way forward through my credit card??.

I'd stil like to know where the machine is.:(

Wow that is so not funny, so you have no money and no machine. I have had mine 6 months and in total have used it 4 times using it every 7 weeks and I can really see the difference, large patches of baldness on legs and underarms but I am really pale with black hair so maybe the ideal candidate. But now need new cartridges and gels and cannot see why I can't buy them from France as these are the makers of the machine. Worse comes to worse I will contact their other distributor in Australia as always buying items from America so can't see why buying from Oz would be a problem if France won't sell them to me, after all France is only half and hour away from me and I live in UK. All I can advise is your best chance is with your credit card company, you have a much better chance with them than if you had paid with your Bank Visa card i.e directly out of your bank account. I would get in touch with them straight away, explain you 'want to make a section 75 under the Consumer Credit Act', you were promised a refund they have kept the machine, they have kept your refund and apparently have either gone bust or just vanished with everyones money. Hope you get some good news. Good Luck.

pinkbusybee

My goodness!!!

some poople have no shame at all.. I would say my money is well gone now..and the thing that makes me mad is that when I spoke to Laurie on 19th February she probably already knew I was never going to get my money back and she even had the cheek to email back to confirm the address to send it to and told me I'd have my money in 10 days. Thank goondess I always make large purchases like this by credit card as I have the section 75 backup It's a lot more hassle to go chasing money that you should have received back and the credit card company will give me the run around for weeks now, no doubt, trying to deny a claim too..

M x

paddyrg

Short for e-swindle?

wealdroam

Have a read of MSE's Section 75 Refunds article for useful information.

Rosy_posy

Hi there
I've aslo bought athe eswin laser and also Am having difficulty in getting through to the office I'm not not having any luck getting through to France either cd u please tell me what number or email u used to get through to France please thanx

Muffin_Tops

Hi Rosy Posy

The contact details for e-swin France are...
Sales : +331 45 74 22 22
Tech support : +331 34 87 14 28

Or you can contact them in writing via their website:
e-swin.com/frfr/content/formulaire-de-contact

They still haven't replied to my most recent messages, so be prepared for a long wait.

Good luck!