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“Avoid this company. Found them not reliable at all.”

Written on: 24/09/2017

I really wish I could recommend those guys.
Judging by the YouTube videos they make and communications with them - you could really think that this is Top of the line company for NAS & Computer parts.
The sale itself went relatively smooth and the sales rep was responsive and seemed to be reliable.
Unfortunately I've found in a hard way that when something goes wrong - besides replying to your email - they will take no responsibility for their actions and actions of their carrier (TNT).
I've bought a NAS & a router for 2200GBP on June 9th 2017.
The router was banned for import to my country due to transmission on one of 5GHZ bands used by the military.
With any other company - the router should have been returned back and refunded (minus logical shipping fee for the freight back. Although it is not my blame for the ban imposed, but also not
At the beginning they've responded that their carrier - TNT, and a system crash due to a hacking. As weeks and months went by, there were other excuses:
"We've send a claim letter to them and got no response"
"We're will have a meeting with TNT to sort this out"
"We're not working with TNT anymore due to this case only FEDEX" (Like this helps me).
"TNT Local carrier doesn't respond to TNT branch in GB" - this one was actually a lie, because I've sent the person I dealt with 2 phone numbers and Email of local TNT rep with whom I've spoke about this.They could've easily make a call and sort this out.
Unfortunately - local TNT can't act on this because I'm not their customer, and failed to take any responsibility in this case.
Couple of weeks ago - I've got an update from the person I dealt with that the router was found and will be returned, BUT they will deduct no less then 155 EUR for the shipping of the router!!
Just for the info - shipping of NAS (DS3617xs) that is over 20 pounds & router (1 pound) to here from UK was charged 180GBP in total on the way here.
Any self respecting company would have and should have resolved this by now(in Amazon - the would have refunded without any questions asked on the spot).
Unfortunately for me, SPAN.COM isn't one of those companies.
My last email to the person I dealt with was replied that he has no further updates for me regarding the refund and that I shoulf refer to their finance department. I did so. They never replied.
Seems like the only resolve left is to file a claim with HM courts as UK law seems to be on customer side in this case.

I Hope the reader will take notes and be advised to purchase from dealers & work with reliable carrier and have a decent customer service that can support a customer in case that something does go wrong with the order.

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