Bought a ROG Ally Z1E from them in Good condition, it arrived with a broken joystick (which I honestly think should be one of the "280 tests" they claim to do).

Returned it but trusting the reviews and that it is a reputable store, I bought an "Excellent" condition one, 50 euros more expensive, and couldn't be more disappointed. It came in worst condition than the "Good" one, with a big scratch on the bottom and 82% battery health (The good one had 87% health). The other one has no visible scratches and better battery, how come this one was rated Excellent and the other one Good?

I reached out to customer service asking what we could do, then I got the generic "you're within the 21d to return". I said I wanted to keep it if they gave me a partial refund to downgrade it to the value of a "Good" condition one, instead of an excellent, they said they do not do that and that I'd either do an exchange or a return, which would make me go another 2 to 3 weeks AT LEAST without the product I already paid twice for.

All in all, product testing seems to be very basic and not nearly close to the "280 tests" they claim to do, and customer support is basically "you're within 21d of returning so please return" with no flexibility in what to do to make the customer happy or satisfied.

UPDATE: after contact with their support they offered me a partial refund with the price difference between both conditions to better reflect the condition that this device is in. For me that’s a suitable solution for it so I’m changing it to 4*