Dabs.com - Returned Faulty Item Under Warranty - Please Help

Haushinka

Hello,

I'm up in arms with dabs.com at the moment. I'll explain my story first.

I got brought a zen micro priced at £135.99 from dabs.com on 11/09/2005

The item developed a fault recently so i decided to send it back under the year warranty. I check all the documentation that i recieved with the item to begin with to make sure this was correct.

I went through dabs.com process of making sure i was still within warranty and if i was able to send it back for repair under that warranty.

Everything come back fine. Yes i can send it back. I had a choice to either send it back via dabs or through the main manufacturer. I didnt do the main manufacturer because i had no idea how to work with the online forms and all the numbers that you could call where internation so i thought sending it through dabs.com would save me hassle considering i purchased it from them. Ok that all sounds great.

So on the 18/01/2006 i placed an order with dabs.com for them to come pick up my faulty zen micro. I paid £9.34 to have the item sent back to dabs.

I had my sales number and my RMA number ready. I did everything i was told to do. Stick the address on the front of the box. Include everything that i recieved in the box when i purchased the item.

They came and collected the item a couple of days later.

Its now 21st february. I keep emailing them to see what the progress of my item is and all the send me back is an automated response saying please wait 4-6 weeks. There is no direct communication and I'm starting to wonder whether I'm going to get my mp3 player back.

Could someone help me out

hjb123

Hiya,

When you go to https://www.yell.com and in the company name box put dabs.com then press search. It comes up with the telephone number of 0870 4293010

Try ringing that and see what happens - might not work but its worth a try!!

However it does say on its website that:
As an Internet company, dabs.com is essentially a 'value' retailer whose whole business is geared towards delivering great products at even better prices, as efficiently as possible. By investing in technology to streamline our internal procedures we've been able to keep our prices low, which, when combined with our ability to quickly process and deliver your orders thanks to our constantly developing logistics engine, is the main reason customers choose to shop online with dabs.com.

We do not offer a telephone service for pre or post sales enquiries. For more information about our approach, please visit our "customer promise".

Haushinka

Thanks for that hjb123. I tried the number and all i got was an automated service telling me to go to https://www.dabs.com/help and that was to do with any query.

Its all rather frustrating. I don't understand how they can have an email customer service but not a telephone one.

hjb123

Pretty unfair isnt it. Does anyother number come up on https://www.yell.com? Never went further down the list but I know they are based in Bolton!

Haushinka

Yeah just looked through, only one number :-(

At this rate I don't think I'm going to get it back. My dad brought me it for my 20th it would be a shame if i didn't get it back. Not sure what else to do.

hjb123

Fill in one of their online forms and ask for it back!

Failing that did you pay for it on your credit card? If so ring your credit card company and see if they will start a charge back!

Haushinka

Well originally my dad purchased the mp3 player on his credit card. The account was under email address when we purchased the player. When sending it back i had to change the credit card details to my credit card. I know nothing has been debited to mine although i know they've taken the money out for the delivery costs.

I'll ask my dad to check his account tonight. But i doubt they've given me anything back.

Grrr dabs

hjb123

Yeah check both cards but I would still contact one of the credit card companies - whoevers the money has come off - to do the chargeback - as the company isnt performing!

ali_t66

I recently had a problem with an online retailer called pixmania. they dragged their feet in giving me my money back when the tv i bought from them developed a fault. In the end I e-mailled ISIS@IMRG and asked them to take up my complaint. Pixmania are a member interactive media retail group (IMRG). they took the matter up on my behalf and i got a refund within 48 hours. Dabs.com are also members. if the chargeback route doesn't work try them.

Hope it goes well for you

Haushinka

I'm not really looking to get the cash back. I just want my mp3 player fixed. I guess i have no choice but to fight to get the cash back when the 6 weeks is up. They have 2 weeks to perform. The thing is, they don't even inform you of the progress, they expect you to sit there for 6 weeks expecting it to arrive at any times.

The systems completly crap.

Haushinka

Well I'm finally getting somewhere! Some very nice person on here sent me a PM with a direct number to dabs which i got put through to a very nice lad who is going to contact me either via phone or email to let me know about the progress of the item! Phew lets just hope he gets back to me shortly!