Xpertron Electronics - V, Poor Aftersales!

RhinoSimon

As a good little money saver I searched Kelkoo ( no issues with them) to find the cheapest supplier of a DS Lite console for my daughter.

The console duly arrived as arranged but very quickly developed a fault and I arranged with Xpertron to return the console for examination and exchange. Xpertron have confirmed that it was faulty and stated that a replacement was to be sent out that evening.

This was 3 weeks ago. :mad:

Despite 5 emails and my accessing their online remedy system using the password they supplied they are now completley ignoring all attempts to secure a date for delivery. The telephone drops to an engaged line and it seems they don't want to know.

To add insult to injury they keep sending me me emails to advertise additional products!!!!

Unfortunatly the value of the console is below the limit to chase a refund from my credit card but i may use the online small claims to try and at least annoy them, that and warn anyone I can of my experience.

halworld

RhinoSimon wrote: »

As a good little money saver I searched Kelkoo ( no issues with them) to find the cheapest supplier of a DS Lite console for my daughter.

The console duly arrived as arranged but very quickly developed a fault and I arranged with Xpertron to return the console for examination and exchange. Xpertron have confirmed that it was faulty and stated that a replacement was to be sent out that evening.

This was 3 weeks ago. :mad:

Despite 5 emails and my accessing their online remedy system using the password they supplied they are now completley ignoring all attempts to secure a date for delivery. The telephone drops to an engaged line and it seems they don't want to know.

To add insult to injury they keep sending me me emails to advertise additional products!!!!

Unfortunatly the value of the console is below the limit to chase a refund from my credit card but i may use the online small claims to try and at least annoy them, that and warn anyone I can of my experience.

Dear Simon,

Thank you for your purchase.

We are taking your case seriously and it has been passed to our manager. Your returned DS Lite will be returned to you by the beginning of next week in fully working condition.

In the past one month, we have received an influx of phone calls and emails after the DSi firmware 1.4 upgrade which blocks all flashcarts. A lot of our customers accidentally updated their DSi and all of a sudden their flashcarts stopped working on the DSi. As a result, they all came back to us for help. To add oil to fire, the Royal Mail strikes which started in June 2009 became much more worse towords the end of July 2009 and continued into August. The strikes are still ongoing. A lot of our deliveries were affected, i.e. either delayed or lost.

Within a few days, we were receiving services five times of the normal volume. Our telephone service staff was constantly on the phone. Our email system was flooded with emails. As the complicated flash carts training for new staff requires quite some time, we have been operating under a severe shortage of staff.

The Royal Mail strikes have calmed down quite a lot and deliveries are getting back on track. As we have now completed and uploaded detailed guides for how to deal with the DSi firmware 1.4, we are expecting those gudies to help us reduce the emails and phone calls in the coming week. Our new staffs have almost finished their training and will be giving the existing staff a hand soon. Consequently, our aftersales services will be back to normal, if not improved!

Kind regards,
The Xpertron Team

Gaming Experts You Can Trust :money:
R4, R4i, Acekard, Supercard, M3i, EDGE, N5, DSTT, Drivekey and More!

vicshippers

At least you got a response! Update us if you do get a working console etc...

RhinoSimon

Around the time this response from Xpertron was posted I got an email from the company asking "hi, has the parcel arrived yet?". This is an exact and total quotation. I was not given any of the explanation posted here for public consumption, nor confirmation of when the "parcel " had been posted or should have been delivered. I retuned the console tracked so I knew where it was and that it had arrived safely, pity that Xpertron didn't.

I will of course update this item as the saga progresses...... To be continued.

RhinoSimon

As promised here is an update to this saga.

Despite Xpertron's claim that the console would be returned to me it never arrived. I was not totally suprised by this as checking another online forum I noticed that posters having problems with them also quickly got online replies, my experience was that the private action did not match the public claims.

Getting no satisfactory response to emails or any reply to telephone calls I submitted a claim using Moneyclaim online. I first used this following Martin's advice on the bank charges issue and it worked very well for me then (£600 + recovered from the greedy bankers before we knew how bad they really are). The system is really easy to use and within a week the papers had been served to Xpertron and suprise! they contacted me to say that they were meeting my claim totally to include the court fees. They did ask me to close the claim but I said this would be done once the payment had cleared (I wonder why I had little trust?)

Xpertron requested to pay me using Paypal. Those of you still concentrating will recall the purchase was made online by credit card but was below the section 75 claim amaount. I agreed to accept payment this way and it has taken about a further 4 weeks to finally get the money back into my account. I have updated the court today and closed the claim and feel much better at having got back my money and the cost of postage and court fees.

I summary it would seem that Xpertron would be better using the staff time they employ in responding to negative forum listings in managing their activities, perhaps this would remove the listings at source.

Once again thanks to Martin for the background to money claim online and for giving me the courage to tackle this kind of poor service.