Petty and obnoxious support. Will refuse return request just for the sake of it. Buy from anyone but them.
Purchased the "Proxmark 3 Easy RFID Dev Kit V5 with Exclusive Iceman Firmware" from their store in May.
Couldn't get the hang of it and ended up not having the time to invest in further understanding it.
After politely and truthfully answering their return form stating the package had been opened and only connected and then updated via the official Proxmark3 web interface (because of the massive firmware update notification) and nothing further they refused to accept my return request even though I was going to pay out of pocket to return it and it in new condition.
They referenced that because I updated the device via proxmark3 and that it is not a KSEC website that they cannot accept the return as its considered modified.
Absolute hilarious loophole to avoid accepting a return from a new person to the scene. What's even funny is that its standard that electronic devices are updated before use.
They claim that the Iceman firmware is not the same although the official Proxmark3 web UI updated the EXACT same iceman software but a NEWER version of it. Oh I cross-referenced that too with the dedicated scene who stated its just newer firmware and the same source.
Here's something interesting - If you check the product description you'll see links to Dangerous Thing which they recommend us reading! Guess what's in the geting started guide right at the top? A recommendation to use the official release proxmark3 web interface which they recommend for users to use instead of other means of using the device!
In one of their earlier emails before telling me not to return anything they said "You may return the item for inspection, but any refund will be subject to that inspection. If the device has been used, modified, firmware-updated, or cannot be resold in the condition supplied, a deduction may be applied to reflect the diminished value. If the cost or loss associated with inspection, restoration, firmware correction, testing, or reduced resale value equals or exceeds the value of the item, this may result in no refund being due."
What on earth are they on about? Updating the device with official newer firmware (the same Iceman firmware) by the platform of the device you're selling will "Diminish" the value? Why wouldn't you be able to sell an item that is brand new with all the same packaging and accessories with 0 damage to any of it? Just an awkward experience and bad customer support for the sake of being obnoxiously petty and not wanting to accept a return. Honestly wonder how they'd handle if someone told them the device was defective "Sorry if it's defective we cant take it back"
The Proxmark 3 Easy RFID Dev Kit V5 purchased from them is still sitting in a box months on waiting for my bank to further escalate the payment dispute under Section 75.
Purchase your Proxmark devices from anyone but them.
Svar fra Cyborg & RFID Solutions
Thank you for your review.
This profile relates to our legacy cyborg.ksecsolutions.com store, which is no longer our active KSEC UK store. However, we have reviewed the support history for this case.
The return request was submitted as an unwanted / unsuitable item return, not as a fault claim. The condition was submitted as “Used - Like New”, and the return reason was “Incompatible or not useful for intended purpose”. During the return review, the customer confirmed that the device had been connected, tried, firmware-updated, and changed from the firmware state in which it was supplied.
For change-of-mind returns, our policy requires items to be returned unused, unmodified, and in the condition supplied, unless the item is faulty. We do not refuse returns simply because a customer finds a product unsuitable or difficult to use. However, for an electronic security research device supplied in a specific checked firmware state, use and firmware changes are relevant to return eligibility, supportability, resale condition, and diminished value.
We also want to clarify that this was not a restocking-fee matter. We do not apply restocking fees for consumer returns. Any technical assessment, firmware restoration, re-flashing, validation, QA checks or reporting would be separate technical service work, not a return or restocking fee. Depending on the work required, this can exceed the value of low-cost electronic devices.
As the customer has stated that the matter has been escalated to their payment provider, we will provide the relevant order details, return request, correspondence, product information, and policy position through that process if requested.
Kind regards,
The KSEC Team
