Hi there Gary!
We're terribly sorry to hear that you are dissatisfied with the experience you have had with us. We try our best to deliver a first-class customer experience with all after-sales support we provide, so it is highly regrettable that you have walked away with a negative perception of us.
Your initial contact with us was made on the 8th of January (a Saturday). As we are a small, UK based business, we do not operate on full capacity at weekends as our staff need time to rest, and we are only able to offer basic support via email during this period. If you had tried to call via phone during this period, it would not have gone through.
Despite this, we have replied to your emails within 24 hours and have attempted to help you troubleshoot the issues with the item, despite you threatening to lodge a PayPal claim from the very first email, and hurling abuse at our support staff constantly.
When it was clear that the issue was beyond what rudimentary troubleshooting could fix, we were more than happy to offer you a return for replacement (WITH a pre-paid, tracked shipping label), as you were within our 1-year warranty period. However, when we offered this, you immediately demanded two things:
The first of these being that we send out a replacement immediately, before we are able to receive the item or even confirm that you have dispatched it. Due to company policy (as a protection against fraudulent activity), we are not able to oblige this request.
The second being that we personally arrange for the item to be collected from your premises. We are typically unable to provide this, but as a gesture of goodwill and sympathy, after you had explained your circumstances, we were willing to oblige this. You also mentioned that you did not have a printer, so we were willing to send a printed label to your address too.
However, you continued to insist that we send out a replacement before you sent the original item back, while repeatedly being abusive. As we are not able to do so, we advised that you simply return the item for a full refund (which again, we were happy to arrange a collection for). But rather than just return the item to us for a full refund, you opted to open a PayPal dispute.
Because of how PayPal disputes are handled, it is up to the customer to return the item, meaning we would have to rescind our offer of a collection. We find it curious that you were able to promptly dispatch it to us despite the circumstances you had mentioned that were preventing you from sending us the item.
In the future, we would advise not ordering products online without a plan to potentially return them. As we are doubtful many, if any other online merchants would arrange for a collection at their own expense.
Kind Regards,
DroiX
