MOES electric wiring

The reports, as CPSC published them

1. No one hurt

   Made Aug 14, 2022 · , sent to the company Aug 17, 2022 · , published by CPSC Aug 31, 2022

   The product, in the report: NEW WiFi Smart Light Switch RF433 No Neutral Wire Single Fire Smart Life Tuya App Control Works with [REDACTED] Home 110V 220V

   MOES smart outlet, outward facing electricity-conducting screws physically touch the outlet box, without insulation. Product shorted, due to design and not due to a defect. luckily, the conduit arced to another outlet in another room and grounded, otherwise I would have been shocked with 15+ amps and/ or a fire would have started in the wall. Here is the transcript of my conversation with AliExpress, who never actually emailed me as promised:

   [REDACTED] view history messages

   [REDACTED]

   Notice

   Sale

   [REDACTED] Hi there, thanks for reaching out! I am [REDACTED].

   Get Help on orders

   Order not received Refund issues Goods received not as described Cancel order

   14:52 I need to talk to a representative

   [REDACTED] You can click on the question below or describe the problem you are experiencing and send it to me. I will help you solve it :)

   What if I have not received my goods? When will I receive refund? I want to cancel my order The goods received are not as described I need to talk to a representative

   [REDACTED] You can click on the question below or describe the problem you are experiencing and send it to me. I will help you solve it :)

   What if I have not received my goods? When will I receive refund? I want to cancel my order The goods received are not as described

   REDACTED

   Customer Service Agent

   Hi. This is [REDACTED] from AliExpress Customer Service Team.

   Hi.

   Nice to meet you. ??

   How can I help you?

   [REDACTED]

   order number

   Thank you for the order number.r

   Let me check the details for you.

   14:57 I have been perfectly clear about the fact that thism procut, by design, containsm unprotected conductivew metal elements that physically touch the outlet box. I sent a pitcure of the burn marks where the product arced, shorted, and luckily did not kill me or burn my house down

   I have told you that iut is fatally dangerous by design

   I have told you it needs to be taken down

   I have received no response regarding the dangerous nature of this product. Please respond now.

   Apologies on the experience, but rest assured that we will help you in any ways possible.

   Would you mind giving me 1-2 minutes as I check on that for you?

   yes. I am sorry, I did not ask for a response to the experience. I want you to directly address the fact that this product is going to kill someone

   Thank you so much and Don’t worry! I got your back right here.

   I am extremely worried. I want a response that addresses the fact that this product is going to kill someone

   15:02 I apologize on what happened.

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   Thank you for waiting, As per checking here the dispute team will process the Partial refund 13.5 USD

   As per dispute team Based on proof you provided, AliExpress would like to offer you partial refund. It is not recommended to return the order due to unforseen risks during transportation. If you still want to return your order, please reject current proposal and comment in words before submitting your choice.

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   15:08 As I have provided in both written responses and pictures, the product in question did not have a manufacturing flaw. It has a fundamental design flaw which makes it highly lethal

   This information is very helpful.

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   In this case I will email the seller, this time AliExpress will alert them directly, and request for them to issue a refund for your order as you have a received a bad quality item. Would it be fine for you if I send them an email now?

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   I feel that my request is clear. If you are unable to address this, it is emergently improtant that you connect me with someone who can

   Thanks for waiting. I was able to send an email to the seller and they are now being alerted. Rest assured that you will get notified as soon as they respond.

   For now, I highly suggest that you keep an eye on your message center as you will receive a notification once the seller responds to our email.

   No need to worry for now, you just only have to wait for the notifications thru email, since as checked here, the dispute team is now working in your case.

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   I am deeply concerned. this product is going to kill someone

   AliExpress takes seller misbehavior very seriously, and we do not allow irresponsible sellers to ruin our reputation. AliExpress aims to provide a safe online marketplace for all of our members specially a valued customer just like you.<br/>

   No worries. If the seller has proven that they violated the Seller’s Agreement they will be punished immediately or worse they will be removed from AliExpress.

   I can see here that the case management team is now working on your case.

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   15:13 I am not asking for an email to the seller

   I cannot allow someone to die while I wait for 12 days

   Would you mind giving me 1-2 minutes as I coordinate this to higher team?

   certainly.

   May I ask do you want to punished the seller for selling that kind of item?

   no

   15:18 Do you want the seller to resend a new one or a full refund request?

   The seller has not provided good customer service, but my sole concern is the systemic failure to address my concerns. I cannot imagine that this product has not already caused structure fires and fatalities

   I want full refund, but what I am asking for from you is to ensure that this fatally dangerous product is not sold to any unwitting customers.

   No need to worry because this is already raised to higher team and, I can see here that the case management team is now working on your case. No worries, I will send a note here in your account to prioritize this one for you. This is how I value your business with us.

   I have followed the appropriate channels and waited patiently, but AliExpress has completely disregarded the information I am sharing

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   15:24 To reiterate, as we wait on hold this product is leaving shelves and killing people

   I fully understand where you are coming from. I understand how you feel, I’m very sorry. We’re going to take care of this for you right now.

   excellent. thank you.

   I apologize on what happened. This is not the type of experience we want to hear from you. No worries we hear you and we’re here to guide you. Rest assured that you will be notified via email once process has been done. Nothing to worry, in AliExpress, we do not leave any customer behind.

   Because you have not responded to customer service messages for a long time, the system automatically ended the session. I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   product

   i need to talk to a representative

   [REDACTED] You can click on the question below or describe the problem you are experiencing and send it to me. I will help you solve it :)

   What if I have not received my goods? When will I receive refund? I want to cancel my order The goods received are not as described

   [REDACTED]

   Customer Service Agent

   Please see my recent conversation, which terminated in a very-much unresolved state

   You are selling a product which has almost definitely already killed someone. I cannot tolerate the AliExpress run-around under these circumstances.

   I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   Due to the abnormal working state of the current customer service, the system is connecting you with a new customer service representative.

   [REDACTED]

   Customer Service Agent

   Greetings! ?? Hi. You been transferred to AliExpress Customer service. My name is [REDACTED], Happy to serve you!

   as above

   15:36 Thank you

   please wait for me

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   your service is trying to disconnect me while I wait

   Definitively I’ll do my best to resolve this issue. Could you please select the order number here?

   NEW WiFi Smart Light Switch RF433 No Neutral Wire Single Fire Smart Life Tuya App Control Works with Alexa Google Home 110V 220V NEW WiFi Smart Light Switch RF433 No Neutral Wire Single Fire Smart Life Tuya App Control Works with Alexa Google Home 110V 220V Color : white Number of Gangs : 1-Gang Standard : US Standard $40.49 ×3 Finished Thank you for that

   Could you kindly wait for me 2-3 more minutes while checking please? I’ll make it fast for you.

   certainly. Can you keep the service from disconnecting me?

   [REDACTED]

   15:41 Thank you for patiently waiting.

   Beforehand, I would like to thank you for being patient and kind during our conversation. It was truly a pleasure assisting you.

   I have checked your order and dispute

   This really is not the kind of customer experience we want you to have and we completely apologize for what has been happening.

   thank

   I can see here on my end that you made a response on your dispute on 2022-08-11 12:34:24

   Which means our dispute team is now validating your dispute and you will be receiving an update regarding your refund request within 24-72 hours

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   I would also like to not be disconnected during this extremely important exchange

   [REDACTED]

   Thank you for patiently waiting.

   While you were making I have made a documentation of this case on your account

   To give you an extra mile service I have properly documented your concern on top of your account so this will be recorded, and everyone will be informed about your case.

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   And since you have made a dispute, our team would be able to investigate what happened on your case

   15:47 I have waited patiently for many days. I cannot ethically wait any longer while people are quite literally buying this product from your site and dying.

   This must be addressed.

   and it is important that I am not disconnected

   I wish there’s something more that I can do to personally help you out. I am a customer too and I feel your situation here.

   We always appreciate customers who take the time to give us their feedback. I’ll pass what you’ve said onto our management team.

   I am sorry for the confusion, I would like you or a representative of AliExpress to address not only the fact that this product is going to kill someone, but that multiple attempts to elicit a response have been disregarded

   I am not asking for you to address my experience.

   I need an answer today.

   I would be satisfied if sales of this product are halted pending a response

   I check it out with the higher support and get it resolved as soon as possible.

   I’ve forwarded this case to the management for review and prompt resolution.

   May I please have your active email address?

   great. I will wait

   please do not disconnect me

   May I please have your active email address?

   15:54 I cannot ethically wait any longer. I will provide you with an updated email address in response to a written guarantee that you have halted the sale of this product

   We apologize however our superior needs to make an analyzation and for your case

   For the time being, I only beg for your patience in waiting for the management to contact you through email within this day.

   I wish to again remind you that your negligent continued sale of this product is killing people

   I do not beleive that you lack the capacity to halt the sale of an item

   15:59 I will gladly wait, pending the halt of the sale of this item. Otherwise, I must insist that I speak with someone who has the authority to address my concern

   No worries you will be receiving an update regarding the case within the day

   I can assure you that this is the best solution for your case.

   I am not satisfied, and this is absolutely not the best solution. You are knowingly selling a product which has been identified as lethal by a customer

   I obviously cannot force you to halt the sale of a product, but this is a deeply concerning systemic flaw in your company

   16:06 Customer service can only guide and help customers during the process. I am hoping for your kind understanding. The case has been documented and under investigation. Kindly waited for an update regarding the case within the day

   Thank you for understanding

   Is there anything else I can assist you with?

   You have not satsfactorily assisted me with my current issue

   Our hands are limited when it comes to helping before or after the transaction period. I am hoping for your kind understanding.

   I don’t know what else to say. This is a highly worrisome response. I see that you are drawing a boundary with me as a customer. Please just verify for me: there is no mechanism in place to immediately halt the sale of an item which kills csutomers, pending an investigation?

   16:11 With your response, I will end this conversation

   Our dispute team is the one who makes an investigation. Also the sellers are the one who ships out the orders. They are also the one who posts the items on the website, Our related team will be the one who will make an investigation for you

   We apologize however our related team is the only once who can modify your account since they are the only one who has an authorization to access our internal system for customer’s privacy and security

   that does not answer the quesrion

   Please answer my question, and I will end the conversation knowing that I did everything I could

   please do not disconnect me

   Our higher team is the only one who can change the settings of the website. Your case in now in process. You just need to wait for an update

   thank you

   16:17 for the record, I remain very concerned for the loss of human life. Have a good day.

   Send a picture

   Send file

   End customer service

   Model

   RF433

   Bought from

   aliexpress.com

   Bought

   Jul 16, 2022, about then

   Where

   Norwood, Pennsylvania: Home/Apartment/Condominium

   Who was involved

   Age 32, Unspecified

   The reporter’s relation to them

   Self

   As this report names them

   Brand MOES, made or sold by Wenzhou Nova New Energy Co., Ltd

   How badly, in CPSC’s words

   Incident, No Injury

CPSC’s disclaimer

Sources