Most of us can be quick to condemn poor service so i wanted to share with you all the excellent service I recently experienced via Kingston Memory.
I decided my Lenovo Ideapad could do with a memory boost so ordered 8GB of memory via my favourite UK site, ebuyer.com using my UK address.
I admit the memory lay around for a good while as I hate opening up laptop cases but eventually found my laptop would not boot with the new memory. Assuming the memory was faulty I logged into my ebuyer account to obtain a RMA number only to find that I had exceeded the 30 day returns agreement and I had to send it back to the manufacturer.
My heart sank anticipating problems however i emailed Kingston detailing the type of memory, laptop and the problem. I confess I was not anticipating an easy ride.
Then things got worse, i re-checked the spec of the memory and my laptop to find I had ordered the wrong memory module, i had ordered a standard 8gb module where my laptop required a low voltage version (which costs 10 pounds more I may add). Would Kingston notice?
Sure enough I message came back from Kingston customer support the next day.
What I read restored my faith in customer service.
They immediately identified I had ordered the wrong module but as an act of good faith they stated they would replace the module with the correct one on receipt of proof of purchase.
I duly sent a copy of my receipt, the provided an RMA number and within 5 days my module had been returned and replaced with the correct one.
What's more they didn't even charge for the fact that this was a more expensive module.
Guess you know which type of memory I will always purchase in the future now?
Anyone else had a similar experience?
Looks like they need to change the name of the department, perhaps La Paranoïaque on account of the bag checks. As for lack of good service, it always seems ironic that a well mannered people like the French can be as rude as they are when confronted with a genuine complaint which I suspect puts everybody off.
The short answer with computer goods is yes.
I recently contacted Axis (the top IP camera people) about a bottom of the range, 5 year old camera.
It was 2 years outside it's 3 year warranty and would only have only been worth £100 when new but they said "Pay €35 and send it in and if we can't fix it we'll send you a new one".
Well they couldn't fix it and yes, they sent me a new one. Cant moan at that.
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As I think I have mentioned on here before, Western Digital Paris replaced a failed 2TB hard drive within 24 hours so I could rescue a failing raid array. You then send your failed drive in by return post AFTER they have sent you the new one.
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A while back I contacted Philips France about a failed 19" monitor which was outside of what I thought was a 3 year warranty.
The chap emailed me back saying it in fact had a 4 year warranty (I don't remember it though) and low and behold a man in a Philips van turned up 2 days later with a brand new exchange which had to be a newer model because the failed one was so old.
I did say I would love to be wrong.....
I have no doubt good service does exist....but thus far, nearly three years.....I have yet to find it. Not in the returns department anyway. On the two occasions I have had to return things (faulty) I have had to be very forceful indeed.....improves the french no end, it has to be said. In the Charente at least the service tends to be very very suspicious?? I have no idea why. Loads of people including the french regularly have there bags checked by the cashiers???? I was amazed the first time it happened to me....
Not so sure. Where I had my PC built and bought my late lamented tablet (I sat on it on a soft sofa - RIP!) the proprietor will repair, replace and return on customers' behalf. He has built up a solid clientèle as a result and whilst he is a bit more expensive than buying direct or from Amazon, etc he is here and does it.
I think it all just depends on what there is.
Anyway, nice one Brian, truly good service.
Result...well done!!
Doubt you would receive the same service here mind you....would love to be wrong mind you. ;o))