Unhappy bunny

[Nemesis44UK]

I recently returned a set of Logitech Speakers that I have had for 6 months. There is a loud humming and one speaker refuses to work.

After finally getting an RMA number (a diversion and a cut-off by the operator on the live chat) - I travelled down to Novatech to drop off my speakers. As this was a simple fault, which I could replicate in the time taken to plug them in, I was surprised that I was given a 3-5 day wait for a diagnosis.

Now, they have gone back to the manufacturer and plenty of people here have waited over a month for their returns.

I can't say as I have had problems with Novatech in the past, but I find this really bad customer service. The same model was in stock in NT at that time and I could easily have had a replacement, there and then. I work in customer service and if I told a customer they will have to wait upwards of a month for a replacement of goods, they would go (rightly) ballistic.

I had to buy a set of crappy speakers to tide me over, so, I am now out of pocket for them as well as petrol to cover the 54 mile round trip.

I have voted for NT in many polls praising them for their products and service, but this has really put me off buying from them.

[aaron333]

Mate, Nova can't fix it, Logitech are in a better position. If you read the sticky, with a problem like yours its best to go throught the manufacturer.

Don't worry. Logitech have a AWESOME! RMA service, you'll get a replacement in next to no time.

[Charlotte]

Hi Nemesis

Sorry to hear how unhappy you are about the possibly wait of these. Before I explain, just to let you know, I have allocated a replacement set onto your order for you which are ready for to collect whenever you can.

Within our returns policy, if the item is over 28 days old and develops a fault it has to be returned to the manufacturer for repair or replacement. The main reason behind this is that when we send off faulty products, quite often they will repair it, in which case we cannot put this item back into stock. Also, after a few months there are many products which we will no longer have for sale and if a customer wants a replacement they will have to wait for one from the manufacturer.

We do try to get all returns processed as quickly as possible in the interest of our customers but unfortunately we are often tied by the manufacturer.

Hope this is of help to you. As I said, we have replaced these for you as a gesture of goodwill and hope this experiance does not deter you from shopping with us in the future.

:)

[Nemesis44UK]

Thank you for your comments and I appreciate the explanations. It makes things a lot clearer for me. In fact, I feel quite guilty for having a go!

Thanks Charlotte

[Charlotte]

Your more than welcome, no need to feel guilty, I fully appreciate anyones frustration with the 28 day returns turn around. Unfortunately it is often something that can't be helped but we will do all we can to help. :)

[londontown]

Outstanding service yet again for Novatech 10/10.

[Sybex]

That's what I call real Customer Service, as above 10 out of 10

[angela]

I've been a customer of Novatechs for years now and have recently been looking at buying a 42" TV as a pressie for my other half. I was surprised when I looked at the delivery cost of £60+. Being disabled and unable to drive it would actually be cheaper for me to pay someone to take me to the store to pick it up than pay the delivery charge. (Obviously I can't ask my other half as it's supposed to be a surprise). I asked Novatech to see if there's anything they can do to help me but the service I've had is poor - have been waiting since Thursday for a reply. Dosen't look good. Looks like if I do decide to purchase through them then I'll have to pay a friend petrol - yet this wil still be 50% cheaper than paying the delivery.

[Adam-O]

Hello Angela,

Who did you speak to from Novatech? What have you been told? Please reply so I can look into this matter.

Thanks

Adam.

[PMM]

When you look at courier services.. packages of that size & weight command that price and essentially that is what Nova will be quoting.

Before potentially going down the store I just like to say picking up on the (Disability) comment

Just be wary that it will be a bulky/weighty Item... Requiring two people to lift.
Again its going to be a bulky Item... So are you certain it will fit in the vehicle ?
and can it be secured safely so it does not incur any transit damage from sliding around.

Do you have have an extra body to help the other person transport from car to your house again weight/size is going to need 2 people to lift and move it.