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“Woeful customer service”

Written on: 06/12/2012 by Shillyer (1 review written)

Bought a B grade CCTV system at a very good price online. Unit went faulty, I accept this can happen. What I cannot accept is the woeful level of customer service. I was told the quickest way to return the unit was to take it into the local store. They, as usual, were very helpful. I called one week later to check on the progress of the repair to be told it had not arrived with them yet, and "you were told it could take 14 days to repair", quite rudely. Unlike other retailers who tell you 14 days to cover themselves in case something goes wrong Maplin actually design their system to take 14 days. Unit was returned to me exactly 14 days after I sent it, with the same fault. It seems they do not believe there is an intermittent fault and just plugged it in to see if it worked. So, back it goes with a request to expedite the repair/replacement. Lo and behold once again it takes a week to arrive and as I write has still not been looked at. My emails to ask them to please return quickly as this is the second time it has been sent back just get a cursory reply and do not answer specific questions. I was told, eventually, that they would speed through the repair which was just a 'fobbing off' email to get me to go away. It is clear that they do not value their customers and treat you as an inconvenience. 'Customer care' staff are at best disinterested, at worst down right rude. Will never buy from them online again and the only reason I have not asked for my money back is that the CCTV system took quite some effort to fit, and would require the same to send it back, as they demand all cables/fittings to be returned (understandable) for a refund. They need to learn from other online retailers who treat their customers with respect.

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