This is my first RMA experience, and to be honest I'm not sure if its just bad or my expectations are too high. Sorry for the long rant, but its something I'm good at.
Way back in May, I ordered a 500GB LaCie Ethernet/USB External Hard Drive from the B-Grade section, and after taking a while for OcUK to deliver it to me it arrived in good condition but with the wrong power supply. Now after a bit of confusion with those good people in the customer services department I was eventually advised to get in touch with LaCie direct to get a replacement.
I opened a support ticket, submitted a couple of photos too showing the power supply had the wrong plug on the end and was impressed that the next day I got a reply saying yes, it was indeed the wrong supply and that they would replace it. However, this was just a tech support guy, who had to pass it on to the RMA department to process it and give my an RMA number, and this could take up to two weeks.
Two weeks just so someone else in the building could agree, say yup thats the wrong one and generate a number?? They must have one hell of a backlog..
10 days later I finally get the number and the address to send it to. It was a friday, so it wasnt until the monday that I was able to package it up and send it off Special Delivery. I didnt get it that week and the following week I was on holiday so I expected it to be waiting for me when I got back. It wasnt.
Another support ticket opened, taking 2 days to respond this time, and they claimed they hadnt recieved it. Oh the joys of online proof of delivery! For some reason I didnt get a reply when I sent them these details, along with the picture of "Adrian's" signature. I didnt get a reply when a week later I asked if there had been any progress. Infact I still havent had a reply or appology but it did finally turn up yesterday.
Am I right to be really annoyed by all this or is this typical of the treatment people get from big faceless companies who don't even give you a phone number to call so you can actually feel like you're communicating with someone?
PK!
Way back in May, I ordered a 500GB LaCie Ethernet/USB External Hard Drive from the B-Grade section, and after taking a while for OcUK to deliver it to me it arrived in good condition but with the wrong power supply. Now after a bit of confusion with those good people in the customer services department I was eventually advised to get in touch with LaCie direct to get a replacement.
I opened a support ticket, submitted a couple of photos too showing the power supply had the wrong plug on the end and was impressed that the next day I got a reply saying yes, it was indeed the wrong supply and that they would replace it. However, this was just a tech support guy, who had to pass it on to the RMA department to process it and give my an RMA number, and this could take up to two weeks.
Two weeks just so someone else in the building could agree, say yup thats the wrong one and generate a number?? They must have one hell of a backlog..10 days later I finally get the number and the address to send it to. It was a friday, so it wasnt until the monday that I was able to package it up and send it off Special Delivery. I didnt get it that week and the following week I was on holiday so I expected it to be waiting for me when I got back. It wasnt.
Another support ticket opened, taking 2 days to respond this time, and they claimed they hadnt recieved it. Oh the joys of online proof of delivery! For some reason I didnt get a reply when I sent them these details, along with the picture of "Adrian's" signature. I didnt get a reply when a week later I asked if there had been any progress. Infact I still havent had a reply or appology but it did finally turn up yesterday.
Am I right to be really annoyed by all this or is this typical of the treatment people get from big faceless companies who don't even give you a phone number to call so you can actually feel like you're communicating with someone?
PK!