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Customer Review
Reviewed in the United Kingdom on 5 August 2020
Details
Delivery - Item was delivered the next day (prime)
Product
- The Tower had layers of rust over the cables (see attached pictures)
- The power cables did not work
Customer Service
Unsatisfactory response to a legitimate customer complaint. No ownership or even hint of embarrassment or damage control for their brand/reputation.
My Experience
I imagine Amazon and Sellers agree to certain safety & quality standards and items are checked prior to dispatch but I'm unsure what checks were done on this particular order. My perception of the seller is that they are a time waster with zero integrity. Does not deserve 1 star but that's the lowest option available.
- I read their policy on returns, understood that I may incur a cost in returning the item, either cost of postage and or time to drop it at a collection point. Wrote to them explaining my concern.
- They asked to see a picture of the item that was delivered, and tried to assure me that I would not be expected to return at my own cost.
- They suggested a 'swap it' service. They would use a courier to deliver a replacement and collect the faulty item.
- I declined and insisted I wanted a full refund
- They sent me a prepaid returns label, requiring me to drop the 13Kg package at a couriers pick-up point/shop
- I asked if they could get the courier to collect from my address
- Their response
'Hello,
our collection services are not operating at the moment,
kInd Regards
A moment ago they were willing to pay for a courier to collect from my address and send me a replacement. This can only mean they don't want to incur the loss of delivering and collecting the item they have mis-sold. This is completely understandable ( IT Buffs - no need to mask this or play games - comes across as unprofessional and your insulting my intelligence)
I have spoken with Amazon and they have advised me to book a courier to collect from my address and return to the seller and they will reimburse me.
Two companies, two very different responses to customer service.
My conclusion
Company A - plays the long game, possess or works towards a healthy profit margin by balancing long & short term goals, places a premium on their brand/reputation, adopts a returns policy that would go a little something like this
'We've sent a damaged item in appalling condition with apparently zero quality or safety checks. We'll do everything we can to try and make this right for the customer which in this case means paying the difference between a courier collecting an item from the customers residential address vs a pickup point. We may avoid turning the customer and others into detractors and protect our brand. The number of returns we get is low when compared to profit margins, it makes commercial sense to incur a small expense to protect the value of our brand'
Company B - plays the short game, needs to get rid of stock very fast to make some quick/easy gains. Very little in the way of integrity and therefore no quality control or safety measures and complete disregard for customers. The number of item's returned is significant enough to upset the balance sheet and there is no value placed on brand/reputation as we are in the short game.
If you value your time, do yourself a favour and look elsewhere - I've come to the conclusion that a buying a renewed computer from sellers on Amazon for a 'perceived' save in cost is not worth the risk.
Details
Delivery - Item was delivered the next day (prime)
Product
- The Tower had layers of rust over the cables (see attached pictures)
- The power cables did not work
Customer Service
Unsatisfactory response to a legitimate customer complaint. No ownership or even hint of embarrassment or damage control for their brand/reputation.
My Experience
I imagine Amazon and Sellers agree to certain safety & quality standards and items are checked prior to dispatch but I'm unsure what checks were done on this particular order. My perception of the seller is that they are a time waster with zero integrity. Does not deserve 1 star but that's the lowest option available.
- I read their policy on returns, understood that I may incur a cost in returning the item, either cost of postage and or time to drop it at a collection point. Wrote to them explaining my concern.
- They asked to see a picture of the item that was delivered, and tried to assure me that I would not be expected to return at my own cost.
- They suggested a 'swap it' service. They would use a courier to deliver a replacement and collect the faulty item.
- I declined and insisted I wanted a full refund
- They sent me a prepaid returns label, requiring me to drop the 13Kg package at a couriers pick-up point/shop
- I asked if they could get the courier to collect from my address
- Their response
'Hello,
our collection services are not operating at the moment,
kInd Regards
A moment ago they were willing to pay for a courier to collect from my address and send me a replacement. This can only mean they don't want to incur the loss of delivering and collecting the item they have mis-sold. This is completely understandable ( IT Buffs - no need to mask this or play games - comes across as unprofessional and your insulting my intelligence)
I have spoken with Amazon and they have advised me to book a courier to collect from my address and return to the seller and they will reimburse me.
Two companies, two very different responses to customer service.
My conclusion
Company A - plays the long game, possess or works towards a healthy profit margin by balancing long & short term goals, places a premium on their brand/reputation, adopts a returns policy that would go a little something like this
'We've sent a damaged item in appalling condition with apparently zero quality or safety checks. We'll do everything we can to try and make this right for the customer which in this case means paying the difference between a courier collecting an item from the customers residential address vs a pickup point. We may avoid turning the customer and others into detractors and protect our brand. The number of returns we get is low when compared to profit margins, it makes commercial sense to incur a small expense to protect the value of our brand'
Company B - plays the short game, needs to get rid of stock very fast to make some quick/easy gains. Very little in the way of integrity and therefore no quality control or safety measures and complete disregard for customers. The number of item's returned is significant enough to upset the balance sheet and there is no value placed on brand/reputation as we are in the short game.
Details
Delivery - Item was delivered the next day (prime)
Product
- The Tower had layers of rust over the cables (see attached pictures)
- The power cables did not work
Customer Service
Unsatisfactory response to a legitimate customer complaint. No ownership or even hint of embarrassment or damage control for their brand/reputation.
My Experience
I imagine Amazon and Sellers agree to certain safety & quality standards and items are checked prior to dispatch but I'm unsure what checks were done on this particular order. My perception of the seller is that they are a time waster with zero integrity. Does not deserve 1 star but that's the lowest option available.
- I read their policy on returns, understood that I may incur a cost in returning the item, either cost of postage and or time to drop it at a collection point. Wrote to them explaining my concern.
- They asked to see a picture of the item that was delivered, and tried to assure me that I would not be expected to return at my own cost.
- They suggested a 'swap it' service. They would use a courier to deliver a replacement and collect the faulty item.
- I declined and insisted I wanted a full refund
- They sent me a prepaid returns label, requiring me to drop the 13Kg package at a couriers pick-up point/shop
- I asked if they could get the courier to collect from my address
- Their response
'Hello,
our collection services are not operating at the moment,
kInd Regards
A moment ago they were willing to pay for a courier to collect from my address and send me a replacement. This can only mean they don't want to incur the loss of delivering and collecting the item they have mis-sold. This is completely understandable ( IT Buffs - no need to mask this or play games - comes across as unprofessional and your insulting my intelligence)
I have spoken with Amazon and they have advised me to book a courier to collect from my address and return to the seller and they will reimburse me.
Two companies, two very different responses to customer service.
My conclusion
Company A - plays the long game, possess or works towards a healthy profit margin by balancing long & short term goals, places a premium on their brand/reputation, adopts a returns policy that would go a little something like this
'We've sent a damaged item in appalling condition with apparently zero quality or safety checks. We'll do everything we can to try and make this right for the customer which in this case means paying the difference between a courier collecting an item from the customers residential address vs a pickup point. We may avoid turning the customer and others into detractors and protect our brand. The number of returns we get is low when compared to profit margins, it makes commercial sense to incur a small expense to protect the value of our brand'
Company B - plays the short game, needs to get rid of stock very fast to make some quick/easy gains. Very little in the way of integrity and therefore no quality control or safety measures and complete disregard for customers. The number of item's returned is significant enough to upset the balance sheet and there is no value placed on brand/reputation as we are in the short game.
Product Safety & Quality Concerns + Extremely Poor Customer Service
Reviewed in the United Kingdom on 5 August 2020
If you value your time, do yourself a favour and look elsewhere - I've come to the conclusion that a buying a renewed computer from sellers on Amazon for a 'perceived' save in cost is not worth the risk.Reviewed in the United Kingdom on 5 August 2020
Details
Delivery - Item was delivered the next day (prime)
Product
- The Tower had layers of rust over the cables (see attached pictures)
- The power cables did not work
Customer Service
Unsatisfactory response to a legitimate customer complaint. No ownership or even hint of embarrassment or damage control for their brand/reputation.
My Experience
I imagine Amazon and Sellers agree to certain safety & quality standards and items are checked prior to dispatch but I'm unsure what checks were done on this particular order. My perception of the seller is that they are a time waster with zero integrity. Does not deserve 1 star but that's the lowest option available.
- I read their policy on returns, understood that I may incur a cost in returning the item, either cost of postage and or time to drop it at a collection point. Wrote to them explaining my concern.
- They asked to see a picture of the item that was delivered, and tried to assure me that I would not be expected to return at my own cost.
- They suggested a 'swap it' service. They would use a courier to deliver a replacement and collect the faulty item.
- I declined and insisted I wanted a full refund
- They sent me a prepaid returns label, requiring me to drop the 13Kg package at a couriers pick-up point/shop
- I asked if they could get the courier to collect from my address
- Their response
'Hello,
our collection services are not operating at the moment,
kInd Regards
A moment ago they were willing to pay for a courier to collect from my address and send me a replacement. This can only mean they don't want to incur the loss of delivering and collecting the item they have mis-sold. This is completely understandable ( IT Buffs - no need to mask this or play games - comes across as unprofessional and your insulting my intelligence)
I have spoken with Amazon and they have advised me to book a courier to collect from my address and return to the seller and they will reimburse me.
Two companies, two very different responses to customer service.
My conclusion
Company A - plays the long game, possess or works towards a healthy profit margin by balancing long & short term goals, places a premium on their brand/reputation, adopts a returns policy that would go a little something like this
'We've sent a damaged item in appalling condition with apparently zero quality or safety checks. We'll do everything we can to try and make this right for the customer which in this case means paying the difference between a courier collecting an item from the customers residential address vs a pickup point. We may avoid turning the customer and others into detractors and protect our brand. The number of returns we get is low when compared to profit margins, it makes commercial sense to incur a small expense to protect the value of our brand'
Company B - plays the short game, needs to get rid of stock very fast to make some quick/easy gains. Very little in the way of integrity and therefore no quality control or safety measures and complete disregard for customers. The number of item's returned is significant enough to upset the balance sheet and there is no value placed on brand/reputation as we are in the short game.
Images in this review
