Simply Fitness Equipment- Nightmare!

teenage_Drama

Bought a treadmill a week ago which didnt work, cant even get through to customer services because the phone is always busy, I tried on Thursday, Friday and have been trying since 10am today and its still busy!! Absolutely disgusted as I have to take it apart again bring it downstairs and put it into the box again and it weighs more than 50kg! :mad:

lizzyb1812

Hi

I ordered a treadmill from this internet company 2 weeks ago. I was promised delivery within 5 days. Since last weekend I have been trying to get through to the firm to find out what was going on. I agree that trying to get through to them is a nightmare both on the phone and via e-mail.

This afternoon I actually got into the queue on the phone, and having loads of unused free minutes on my phone I hung on until I got a real person. Turns out that a delivery date cannot be confirmed at the moment and that it is likely to be a long time before stock is in! The company had not thought it necessary to advise me of any delay. And the machine I ordered is still available on 5 day delivery per the website!

It was suggested that I go through to sales where they could suggest a similar spec machine that WAS in stock. The customer care person, who was very polite and who was not to blame for the company's poor performance, agreed when I suggested that it was not likely that I would want to order anything else from the company.

I have now cancelled my order - let's see how long it takes them to refund me!

lizzyb1812

NikS_3

I have had the same problem with this company. I couldn't get hold of them and eventually cancelled my order. They told me my product was unlikely to be in stock for a long time but like you say it says delivery time 5 days on their website!

Kybotech_Webmaster

Dear Customer,

We are aware of the issues that we had over the last few months. The business has recently put in place a new management structure including new, experienced customer support professionals who are more than happy to help resolve any issues you may have regarding service. This has had the benefit of dramatically reducing call waiting times on our phone lines and our email support service. Please note, the correct route for communication with us is on 08712300380 and the correct email address is [EMAIL="productsupport@kybotech.co.uk"]productsupport@kybotech.co.uk[/EMAIL]. Thank you. Kybotech Webmaster

karlsp

Well i guess i was lucky, i paid for next day delivery and got it ...........

but unfortuanately thats where the good stuff ends,

Guess what, it didnt work, customer support very unhelpful. As further above this thing weighs 86kg, and i now have to take it all apart, repack it and put it back on a courier, so who is paying for my time ?

That means i have had to take 2 days off work , as they cant give a time, and they expected me to take a third day off to take delivery of an alternative, once they had "checked it doesnt work".

Given their own admission that they dont have any engineering staff in the uk , as an electronic engineer i was probably better placed to tell them whats wrong than they me, but hey ho !

Found CS rude, arrogant, and the smarmy idiot that basically wanted to ridicule the fact that i dont keep home and work diaries on my desk should be fired on the spot.

How long can Kybotech keep this up under this trading name ? Its been a while since the last name change (2000 when it changed from SSQ6 Ltd) so i wouldnt be surprised if another one comes along soon !

Just to reiterate what everyone else is saying avoid this company at all costs.

karlsp

Actually ive just read, the post from Kybo webmaster, which is quite amusing when you find some other articles , particularly the one about the MDs (Charles Walton) Aunt (Joan Gardiner) walking out on the company.

Kybotech

Kybotech would like to comment as follows on the above two posts by KARLSP.

Well i guess i was lucky, i paid for next day delivery and got it ...........
but unfortuanately thats where the good stuff ends,
Guess what, it didnt work, customer support very unhelpful. As further above this thing weighs 86kg, and i now have to take it all apart, repack it and put it back on a courier, so who is paying for my time ?

A fault was reported to us and a collect and replacement offered. Customer was asked if the goods were assembled as we could collect them assembled but customer said he would dismantle them.

That means i have had to take 2 days off work , as they cant give a time, and they expected me to take a third day off to take delivery of an alternative, once they had "checked it doesnt work".

Customer DEMANDED a collect and replace on the same day or he wanted his money back. As we could not do a collect and replace on the same day we offered to collect the goods for a full refund, including refunding the cost of the next day delievry extra charge as well. We always check goods on return as it may have been an assembly problem or the goods may not be faulty at all. This is not unusual as lots of companies will do this.

Given their own admission that they dont have any engineering staff in the uk , as an electronic engineer i was probably better placed to tell them whats wrong than they me, but hey ho !

We were not told by KARLSP that he was an engineer so we would not know he was in a better position to tell us about a faulty item.

Found CS rude, arrogant, and the smarmy idiot that basically wanted to ridicule the fact that i dont keep home and work diaries on my desk should be fired on the spot.

Our CS representative was trying to arrange a collection of the goods with the customer but the customer said he didnt have his diaries at the office as they were at home but eventually a date was agreed.

How long can Kybotech keep this up under this trading name ? Its been a while since the last name change (2000 when it changed from SSQ6 Ltd) so i wouldnt be surprised if another one comes along soon !

Kybotech is a well established company and have been trading for a number of years now. Kybotech are well aware of the problems that they had in the middle of 2007, these are now well and truely behind us. Our current customer satisfaction rating is 97%, our average call waiting times for the telephones is 2.5 minutes and all emails are answered on the day they are received. This has been brought about by the new management structure which is now in place.


Just to reiterate what everyone else is saying avoid this company at all costs.

Please draw your own conclusions following our reply. If you ahve any concerns please contact us. The correct lines of contact are:

Telephone:0871 230 0380
email: [EMAIL="productsupport@kybotech.co.uk"]productsupport@kybotech.co.uk[/EMAIL]

Thank You

Kybotech Customer Services

Kybotech

We would just like to add the conclusion to this case which was dealt by our customer services team.

Order Placed 9pm 2nd January via the internet.
Order Chased 8.30am 3rd January by telephone.
Order Arrived Friday 4th January and a fault reported 16.45pm same day.
Goods Collected from customer Tuesday 8th January, notified to us at 12.42pm.
Refund left our account on Wednesday 9th January.

We do not believe that this process could have been carried out any quicker and do not believe that as a company we have done anything wrong here ( the goods regrettably did have a fault and as we could not agree to the demands of an collect and replace on the same day the collect and refund was offered) I would like readers to draw their own conclusion regarding the comments made about our service in this case.

We are here to help, we do have terms and conditions and we do deal with each case on its own merit. We can also confirm that we fully comply with the terms of the Distance Selling Regulations.

Again, if you have any problems or concerns please use one of the following methods to contact us.

Telephone: 0871 230 0380
email: [EMAIL="productsupport@kybotech.co.uk"]productsupport@kybotech.co.uk[/EMAIL]

Please do not use other email addresses as this may result in a delay in the response to you from our customer services team.