Ryan220
15-01-2007, 12:03 PM
I had a Sapphire 1950XT that I bought from Novatech in November.
Unfortunately at the beginning of the month the card failed and I returned it on the 8th for replacement.
I was told the card would need to be returned to Portsmouth for testing and once confirmed unservicable a replacement would be provided - OK so its a bit of a pain being without my PC but I could wait a week.
Today (15th Jan) I receive phone call from the Portsmouth branch confirming that the card is unservicable and that instead of receiving a replacement that I was promised (Bristol staff even fast tracked a replacement into the branch in readiness) I have been told that its going back to the manufacturer for confirmation of the fault (just how many times does it have to be confirmed) and repair/ replacment and that I am to ring back on the 8th of February as they "AIM" to have it replaced within 28 days.
Now I have already been without my home PC for a week and now I am told I have to wait another 3 weeks (if Im lucky) for a replacement.
This clearly is a case of absolutely diabolical customer service. To make a customer wait for such a long time is a disgrace especially when I was told I would get a replacement once the fault was confirmed by Portsmouth.
I was told that there may even be an option for a refund, to which I replied quote "no, I would rather have an exchange as I would like to support my local retailler"
What a joke!
In this instance I am being shown by Novatech that my previous and future cutom means nothing what-so ever.
Out of a sense of misguided loyalty I have even gone to the lengths of distributing Novatech catalogues in my place of employment to promote them.
I now ask myself why?
The effect of the loss of my PC affects not only me, but my children as well as they use the computer for schooling purposes.
I am fortunate that I am able to use my company PC to post and have limited access to a friends PC to make these posts.
All in all I have found the "sales" experience with Novatech a pleasure with the staff being helpful and polite.
The aftersales care is terrible as my experience shows.
All I want is a replacement card so that my family and I can carry on using our PC.
Unfortunately at the beginning of the month the card failed and I returned it on the 8th for replacement.
I was told the card would need to be returned to Portsmouth for testing and once confirmed unservicable a replacement would be provided - OK so its a bit of a pain being without my PC but I could wait a week.
Today (15th Jan) I receive phone call from the Portsmouth branch confirming that the card is unservicable and that instead of receiving a replacement that I was promised (Bristol staff even fast tracked a replacement into the branch in readiness) I have been told that its going back to the manufacturer for confirmation of the fault (just how many times does it have to be confirmed) and repair/ replacment and that I am to ring back on the 8th of February as they "AIM" to have it replaced within 28 days.
Now I have already been without my home PC for a week and now I am told I have to wait another 3 weeks (if Im lucky) for a replacement.
This clearly is a case of absolutely diabolical customer service. To make a customer wait for such a long time is a disgrace especially when I was told I would get a replacement once the fault was confirmed by Portsmouth.
I was told that there may even be an option for a refund, to which I replied quote "no, I would rather have an exchange as I would like to support my local retailler"
What a joke!
In this instance I am being shown by Novatech that my previous and future cutom means nothing what-so ever.
Out of a sense of misguided loyalty I have even gone to the lengths of distributing Novatech catalogues in my place of employment to promote them.
I now ask myself why?
The effect of the loss of my PC affects not only me, but my children as well as they use the computer for schooling purposes.
I am fortunate that I am able to use my company PC to post and have limited access to a friends PC to make these posts.
All in all I have found the "sales" experience with Novatech a pleasure with the staff being helpful and polite.
The aftersales care is terrible as my experience shows.
All I want is a replacement card so that my family and I can carry on using our PC.