Laptops Direct www.laptopsdirect.co.uk Review

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1.4 stars
Average rating for this product is: 1.4 out of 5

From 11 ratings and 240 reviews

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Guest's Review of Laptops Direct www.laptopsdirect.co.uk

30th Mar 2009

Overall Rating

4 stars
  • Value for money
    4.5 stars
  • Delivery
    On time
  • Quality of website
    3.5 stars
  • Goods purchased & cost
    Laptop
  • Customer Service
    4.5 stars
Good Points

Customer service very efficient. Quick despatch and delivery. Hassle-free replacement of defective item.


Bad Points

Despite their efficiency. customer service representatives come across as rather indifferent.


General Comments

Three weeks ago I ordered an A1 grade laptop from laptops direct. Before ordering I e-mailed them to ask more details about their grading system. Within 48h someone left a message on my answering machine with the reply and a contact number. I got my order with free delivery as per their promotional ad on the website but only after I placed my order over the phone (the website ordering system seemed unaware of the offer). The laptop arrived within 48h (jnstead of the advertised 7 days), in perfect condition externally but with a dodgy battery (DOA). I followed the instructions on the site (phoned the manufacturer for an RMA then e-mailed laptops direct) and had the laptop picked up by courier free of charge in a couple of days. The new machine arrived three days later and this time worked perfectly.
Laptops direct seem to get quite a bit of bad publicity but my experience was different. They were very quick to act on my complaint, and resolved the issue to my satisfaction without any extra cost to myself. They kept me uptodate with regular e-mails and I never had to wait for more than a few minutes to have my call answered. Judging by the result their customer service was spot on.
What I didn't quite like was that people at the call centre were neither terribly polite nor sounded very interested, although admittedly they were quick to solve the problem. I spoke to a few of them and this attitude seemed almost universal. It's a shame 'cause they give customers a bad impression of a company which is otherwise very good.

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