I started using your site 13 years ago, or there abouts. And whilst I’ve made odd purchases elsewhere, I’ve always returned to your company. I’d been very impressed with your customer service, and unlike a certain other company who declined to believe their delivery driver had stolen the goods he was meant to deliver (I’m informed by the credit card company that had to beat them into submission and refund the price, that that’s where my new PC went) you were always helpful. So I kept buying from you. Your prices were good, not insane, but reliably reasonable. The Today Only offers were occasionally really good. And when I had to return some kit which turned out not to be faulty (my PC’s power supply was dying) again, impressed. Lots of thorough fault finding and checking and eventually helpful suggestions as to what else might be causing the problem.
All good.
Then we meet my last experience.
– Refusal to meet your requirements under UK Law (not just according to me, also according to the Consumer Advice Bureau).
– Unhelpful and obstructive staff
– Claiming that Viewsonic kit should only last one year*
Ironically, the viewsonic box turned out to…have an inherent fault. The publicly available firmware has a bug which means that in some circumstances it doesn’t work properly. Thankfully, despite your recalcitrant and unhelpful attitude, and despite the fact it was all of a month out of warranty (meaning I’d got 8 months use from it), someone provided me with a password to get some not-yet-fully-released firmware.
That means the box now works again.
I am unclear why it stopped working, but the fact that they fixed it despite the fact it was a month out of warranty – that means I’ll keep buying stuff from them. I won’t be buying from you again. Ever again. I may not work in IT anymore, but I’m still a geek. I still buy a reasonable amount of kit. Not necessarily expensive stuff, because I’m no gamer. But several hundred quid a year. That will now go to any of your competitors. Enjoy.
Oh and next time I have a complaint about any of your kit, I’ll be sending it recorded delivery, CCing the CAB, prepping the small claims court claim and praying I bought it on a credit card, because they can get my money back from you.
Your lousy customer service lost you a customer.
Tara.
* Technically stating that you’ll only replace goods for the duration of the warranty because that is their lifespan. You best stop trading in the UK, because that is *not* what the law here says.
