Posted by sean on January 19, 2006 at 7:23 pm in Geek Stuff with No Comments


Online computer and electrical supplier Ebuyer have disappointed me. Three weeks ago I ordered a DVI cable for my new TV along with two packets of 50 DVD-Rs. The cable arrived on time along with ONE packet of DVD-Rs. For once the couriers were not to blame, Ebuyer only sent out one packet.

Since then I have tried to contact them, I have had once response and that wasn’t very helpful either. They seem happy to take my money but when it comes to providing service they don’t give a toss. I know two other regular customers of Ebuyer, both of whom have also had problems.

Here’s the current communication (or lack of it) I have had with them. I will let you know if I finally get a response or refund/DVD-Rs.

___________________

Original Note To Ebuyer:
04/01/2006 16:16

Hello,

Today I received an order for

1 x Belkin Cable/video Dvi Dvi 3m
2 x Datasafe 8x DVD-R x 50

Unfortunately it seems than only 1 packet of DVD-Rs was delivered along with the cable.

Are these with the courier, yet to be dispatched or has only 1 packet been sent out in error?

Many thanks,

___________________

Ebuyer Response:
04/01/2006 16:46

Thank you for your contact with our Customer Support Team.

Please accept my apologies for any inconvenience caused.

I must advise that you wait 48 hours from delivery date. After this if you still have not received the item please contact the support team and you will be advised further.

Kind Regards

Ebuyer Customer Support Team

___________________

My Follow Up Reply:
11/01/2006 22:34

The remainder of the order has still not been delivered.

I work five days a weeks, Monday – Friday.
Last week I took a annual leave day off work on the original delivery date so that my order could be received. Apart from Saturdays there are no other days suitable for re-delivery.

If the remainder of order cannot be redelivered on Saturday 14th or Saturday 21st January I will require a refund on the DVDRs and the cost of postage that my bank account has been debited for.

Many thanks

___________________

My Latest Contact With EBuyer:
NOTE: OVER TWO WEEK WITHOUT A RESPONSE FROM THEM!
19/01/2006 18:45

Hello,

The order is still yet to be received. I am very unhappy at the fact that you have failed to respond in over a week since my last eNote.

It has come to the stage where I will now require a full refund for the missing order and the postage charges which have already been taken from my bank account some weeks ago.

If I do not have the funds in my bank account or a satisfactory response by 26th January 2006 I will have no choice but to report eBuyer to Trading Standards for not fulfilling a service.

I understand mistakes happen but I expect them to be resolved in a prompt manner. I have made many orders from you in the past, including one of high value last month. I feel disappointed at the poor manner you have dealt with this order.

Along with the refund I will also be expecting a response as to why the service was so poor in this case and why the communication from you was not forthcoming.

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