This did not work straight out of the box, which was super disappointing for my son, who this was a Christmas gift for. It just kept cycling on and off. It was also missing the mouse pad advertised.
Contacting their customer service is impossible. Calls go unreturned completely and messages go unanswered for days in between. The emailing about steps to take to troubleshoot the device went on and on. Nothing they suggested worked. I mean, how could it if the device won't even stay powered on?
I was finally informed I had missed the 90 day window for replacement, even though I purchased it on 11/22, reported the defect on 12/26, and it was only 1/20 when I received this notification. When I pointed this out and they realized they couldn't use the 90 day window loophole to avoid replacement, they resorted to saying the unit was conveniently out of stock. I was told to visit their "store", which I could never locate online, and choose another unit within $50 of the original one's cost. Strategically, there aren't any others listed in that range made by them anywhere online through any source.
I purchased this to try to save a little but now wish I had read other reviews first, and spent more for better quality and customer service. They are totally not legit. Beware.
reply from Supplier Response
Hello Erica!
My name is Rita, and I am the supervisor of the STG Customer Service Team. I was deeply sorry to learn about the disappointing experience you had during your purchase and after-sales process — this falls far short of our service commitments, and it has made us realize the need to strengthen quality control at every step.
After seeing your feedback, I immediately shared your review with our internal team and asked all members to carefully read and reflect on it. We hereby make a solemn commitment: we will provide a 90-day warranty for all customers and will do our utmost to help you resolve the issue. Regarding the device shutdown/restart problem you mentioned, we preliminarily suspect it may be caused by loose components during transportation. We will report this to our packaging department for further optimization of the packaging design to prevent similar issues in the future.
As for the “out-of-stock” issue you raised, due to the continuous surge in product demand during the recent peak sales period, some models (including the one you purchased) are temporarily unavailable. To help you find a suitable alternative, you can click the link below to visit our Walmart store homepage.
https://www.walmart.com/global/seller/12417/cp/shopall
At present, I am unable to directly access your call records, so I cannot determine the specific reason why your calls were not returned promptly. To investigate and address your concern as soon as possible, please kindly provide your phone number and email address. We will verify the information through our internal system and assign a dedicated representative to handle your request — including arranging a replacement for the missing mouse pad.
If your issue remains unresolved, please reach out to us and ask to contact Rita. I will personally follow up to ensure a swift response and provide you with a practical solution.
Once again, I sincerely apologize for this unpleasant experience. Your feedback is invaluable to us, and it will drive us to continuously optimize our service processes and improve service quality. Thank you for your understanding and patience.
Best regards,
Rita
Customer Service, STG
