Hi,

I’m emailing as suggested to provide feedback on the customer service I received when I called in last week (Friday 9th April).

The issue I had was that a laptop I had ordered was delivered DOA (I was unable to power up or charge the laptop).

I went through some technical tests with the advisor (Priyanka) and she ascertained that the laptop was, indeed, broken. She then told me that it would have to be returned for repairs and then sent back out to me.

I disputed this as the laptop never worked so I should be offered a replacement rather than a repair (I paid for a new laptop, not a refurbished one). I was told that the only option was to return it for repair and that this could take up to 15 days.

I then asked what my options were for returning the laptop for a refund. I was told that this would be possible and I would receive a refund within three days. I decided to go for this option as it would be faster for me to return the existing broken laptop and order a new one as a replacement rather than wait for a repair.

The return was organised for Tuesday 13th April and the pick-up address was confirmed. I was then passed onto the advisor’s manager (perhaps yourself) for some quick questions and I mentioned that I thought it illogical that a DOA laptop couldn’t be replaced and instead had to be repaired but confirmed that my issue had been dealt with.

So, for the pick-up date, I rearranged my schedule to make sure I would be in the office (the pick-up point) all day but nobody came to pick up the laptop. Today (14th April) I called customer services again to see why the laptop hadn’t been picked up and was told a pick-up had never been arranged.

I explained my displeasure at this and asked that a new pick-up date be arranged. I was told that I would have to speak to the original advisor (Priyanka) to arrange this and she would call me back. I am still awaiting the call.

So the current situation is that I am still waiting for the laptop to be picked up, am still waiting to receive my refund and have been lied to by your staff. I find this level of customer service from such a supposedly reputable company to be unacceptable and would like an explanation for why this has happened.

I look forward to receiving your response.

Kevin Wilson