Delivering Poor Customer Service – Sony and 4ourhouse.co.uk

All the DeliverDemon needed was a replacement battery for a perfectly good laptop that has been around for a couple of years. Previous experience with Sony meant it was no surprise to discover that Sony discontinue supply of their model-specific batteries long before the average lifespan of the laptop has expired. The Sony callcentre gave the DeliveryDemon the number of their accessory supplier 4ourhouse.co.uk as a supplier of the required battery model. The DeliveryDemon does NOT recommend this outfit. Why?

  1. The wrong battery turned up
  2. The price which had been quoted was not the price for the battery required – the correct battery, needless to say, was more expensive than the quoted price
  3. They cannot just send out the correct item, the customer has to pay for a new item and go through a time consuming process in order to get a refund on the incorrect item
  4. The promised email details for a return did not arrive
  5. The callcentre system loses incoming calls
  6. 4ourhouse had incorrectly recorded the DeliveryDemon’s email address – a particularly stupid mistake as the email address uses the same name as was correctly entered on the delivery address
  7. The callcentre cannot change an incorrect email address
  8. The supervisor gave a time of up to 24 HOURS to get an email out through their automated system.

That is one hell of a lot of mistakes and stupidities to pick up on one single, simple order. And of course every facet of this error allows 4ourhouse to use their own mistake to hold on to the customer’s money. In the meantime the customer, instead of having the convenience of online purchasing, has to waste time taking the incorrect item to the Post Office and obtaining proof of posting.

This is a stunning example of practices which give a bad name to online retailing. The DeliveryDemon will NOT be wasting any more time buying via 4ourhouse.co.uk In fact, the DeliveryDemon, after several years of using Sony equipment is seriously considering changing to a manufacturer with a more ethical and effective spares supply chain.

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