Non Existent Csutomer Service!

[rob75]

I placed an order for a 32" TV 8 days ago to be delivered to Ibiza (Spanish Balearic Islands).

I just called them to get some tracking data only to be told the order cannot be shipped to any islands. I'm not sure when Novatech were planning on telling me, had I not phoned it would have been longer than 8 days.

I was then giving the usual lines:

"I'm not sure how the order went through, it shouldn't have been approved" - bit worrying coming from a technology retailer isn't it?
"we don't have a contract to ship to the islands" - really? the Parcel Force Website says nothing about not being able to ship to the islands
"If we could sir we would send it" - well in that's the case pick up the phone and call DHL or FED EX in and send it!

No where does it state on the site that Novatech do not ship to islands, I paid a price for a product and a service and Novatech have basically realised that they've f*cked up and the item will actually cost more to ship than they expected. I even offered to pay more to ship it but I got the robot text book answer of "sorry sir.... we can't do that".

I asked if given the circumstances (8 days waiting, no contact, no mention on website of non-island shipping) would Novatech be willing to honour the order and just arrange for it to be shipped. Again I got the robot reply. I'm not asking the item to shipped to the moon, it is hardly a logistical nightmare, the bottom line is Novatech were unwilling to show any customer service or care. The whole operation is joke from the website (allowing the order to go through) to the warehouse and the sales team who obviously do not communicate. I'll not shop here again and I will advice anyone in the market for electronic goods not to do so either.

Not that Novatech care of course!

Rob.

[PeteA]

http://www.novatech.co.uk/novatech/hdde ... geseu.html (http://www.novatech.co.uk/novatech/hddeliverychargeseu.html)
Have you read/looked at the above link. It clearly shows on the map the places they deliver. Please note the islands are not highlighted and thus will not be delivered to.

Given that the system should not have let the order through you must take it into account that it was a system bug, and that was why you were not notified.
The reason they don't ship to the islands is because the main couriers don't deliver there and therefore they cannot securely deliver a package.

[Danno]

I paid a price for a product and a service and Novatech have basically realised that they've f*cked up and the item will actually cost more to ship than they expected. I even offered to pay more to ship it but I got the robot text book answer of "sorry sir.... we can't do that"

if you think that the cost of the delivery was wrong and you even offered to pay extra if we could deliver it why would we have said we cant deliver it? what sense would that make, if we could get the order to you we would. the fact is the couriers that we are contracted to use can not ship to ibiza or any of the other islands therefor we are unable to get the order to you.

[rob75]

I was told you use Parcel Force, I went to their Website and got a quote in seconds. Someone isn't telling the truth somewhere!

Fed-Ex, DHL and Seur (who the major couriers sub contract work out to) all deliver and work here. I have been having packages delivered for over 10 years here and I've have never once heard of couriers not delivering to these islands.

It simply is not true!

[Danno]

was it a quote to deliver to spain or specifically to ibiza?

[system7]

http://img515.imageshack.us/img515/8048/eumaptv0.gif (http://imageshack.us)

Hope it helps. 8)

What? :?

[Asce]

Lol System, bet you had some fun in Reindeer Land

[rob75]

Why doesn't that reply suprise me in the slightest? 8 days with no notification of shipment, comedy drawings on support forum.... go figure!

Zone B: Italy, Spain

Ibiza is a regional division of Spain. If a courier company delivers to Spain they also deliver to the Balearics.

I'm still waiting to see where it is written that Parcel Force do not deliver to the Balearic islands.

Fabricated customer support text read from the trainig manual!

[TheMadDutchDude]

Dude as has been said, they are not in that kind of a contract to ship it out to you with the corriers they use.

How rude.. 'Go figure' at 7, bless :P He was pointing out a fact, and tried to lighten up the forum a bit. The fact is that they have said they don't ship it to there, there was a bug in the system and it got let through though they can't. It all happens, we are only humans and can only program things so well.

If you read Novatechs site rather than Parcle Force.. you might come across your answer. Don't say they are bad people, they do their best for everyone, after all.. they are a company out to make as much money as they can but they DO look after their customers.

Ooh, little challenge for you, find me a company that will ship to Ibiza from here in the UK.

[PeteA]

Ibiza is a regional division of Spain. If a courier company delivers to Spain they also deliver to the Balearics.
Did you look at the link I posted rob?
Look at the islands they are not highlighted and therefore will not be delivered to. Zone B doesn't include the islands as shown on the picture.
Novatech will have a contract with the couriers to deliver to fixed places for a fixed price. So it all depends on the contract between the couriers.

As for the comedy drawing you can't hold Novatech to that as anyone with Independent Advisor tag or no tag at all are not employees and therefore do not come under any type of official support.


Fabricated customer support text read from the trainig manual!

"I'm not sure how the order went through, it shouldn't have been approved" - bit worrying coming from a technology retailer isn't it?
"we don't have a contract to ship to the islands" - really? the Parcel Force Website says nothing about not being able to ship to the islands
"If we could sir we would send it" - well in that's the case pick up the phone and call DHL or FED EX in and send it!

All that information is true and accurate.

As far as getting them to send it via another means it would be non standard practice, it would also cost more.

Why don't you ask some one you know in the uk to send you the tv.

[TheMadDutchDude]

Sorry about my previous post, Ibiza is infact a part of Spain:
http://ibizasunsetvillas.com/assets/map_of_europe.gif

BUT, it isn't mainland which is most likely the contract that Novatech have with Parcel Force.

[Asce]

really? the Parcel Force Website says nothing about not being able to ship to the islands


It may say nothing about not shipping to the islands but does it say that it does. Just because they dont state that they dont ship to Ibiza, doesnt mean they will.

[rob75]

If they do not ship to Ibiza the system should not have let me order the product. ANd had this been the case I would have accepted it and found another supplier.

However to wait 8 days with no notification, under the circumstances I don't think it would be unreasonable for Novatech to go o some extra effort in getting this itme shipped. Like I said I can just pick up the phone and ship an item anywhere in the world via DHL or Fed-Ex. Ultimately though why should anyone at Novatech care or go to the extra effort, it means nothing to them.

You can defend Novatech all you like, but if you're willing to accept not being notified for 8 days (then only finding out because YOU contacted them) then you guys are the reason customer services are slipping very quickly in the UK! If you continue to buy from companies that operate like this then then continue to act in this manner.

One final point, upon ordering the item I missed a digit from the 3 digit code on back of credit card. Next working day I get a prompt emil notifying me of this - hey that wanted my money at this stage! Why the delay then to let me know the order had not been shipped. I don'tt hink I need to spell it out for you do I?

Ultimately Novatech lose though, I spent stupid amounts of money on electrical goods, none of which will be purcahsed from Novatech in the future. I like to spend my money where I feel like I am treated as an individual not just another purchase order.....

Rob.

[TheMadDutchDude]

You're missing the point bud. It has been stated that there is obviously a glitch in the system and it has to be sorted. I am sure that Danno or another webmaster will look in to this very shortly.

Thank you, but I will continue to shop at Novatech, they took my old motherboard back which was one and a half years old, sent it off to the manufacturer and got me a new one within 28 days (time it takes to ship it off, let them test it etc.) Also, I have always spoken to friendly staff whilst inside, they are really welcoming. They don't always tell you what to go for, they actually offer you some options if you're not sure because they want to make it right for you and spend your case whisely. They DO care. I personally go to them every time because of the customer service I get with them.

If that is the way that you see Novatech, that all they are there for is to make money from you and not provide any service, then why should you care?

As you can see, I am not an Independant Adviser, I am just spending my time on this forum trying to help people out. None of the Independant Advisers are linked to Novatech in ANY way, they have worked for that by constantly providing useful information, hense the fact they get the badge.

This probably means absolutely nothing to you, but we have been trying to explain to you that they do NOT ship to there, they ship to the Spanish mainland and that is about it. If you want it so badly, get a relative here in the UK to buy it for you and ship it over with DHL or buy it locally. That seems like the only choice you have.

Can we please not turn this in to a FlameWar, it would be nice to keep it civalised, and have a discussion about it, rather than ranting about it when there really isn't anything that we can do for you.

[rob75]

I think you may see it different were you in my shoes. What you're all failing to addressis the 8 days without notification, you keep defending the mainland Europe policy wich is fair enough but just when was I going to be told.... ultimately that is my beef. Perhaps you have had wonderful service in the past but if you're willing to accept my experience then you're easily satisfied.

I'll let you have the last word in praise of Novatech........

[Jonny2Bad]

No I think you have been wronged in this case but mistakes and accidents happen buddy, people are only human and machines are only told what to do by us, fair enough this didnt go in your favour but heh im sure this doesnt happen to them very often. Chill out a bit your on the white isle, smile be happy and laid back or is that just a tv thing lol? :wink:

[rob75]

You're right, I could be backin blighty where it is p*ssing it down with rain?

The TV was coming for the start of the Premiership campaign this weekend, ordered in good time (or so I thought). I will now hve to go and pay over the odds for a TV which just adds to my frustration.

I think this thread can be summed up perfectly with....

"Computer says noooooooo...."

[Jonny2Bad]

Ah now i really feel your pain buddy, i didnt realise it was going to such good use, well this is a travesty no wonder your p****d off. But i still dont feel that sorry for ya if im honsest because it is p***ing down here and it is cold and miserable, so your still not gonna get too much sympathy from me :wink:
Good luck with your quest anyway, hope you have better luck next time. :)

[rob75]

Yes now you hear me, had I known last week I would have had 12 days o sort it and look for an alternative.....

[PeteA]

About the 8 days with notification.
There was a glitch so chances are no one would have picked up on it because the system didn't know where it was going.

I understand where your coming from but I wouldn't write novatech off after one experience. Errors happened, shame they didn't see it, life goes on and such like.
Personally I've had problems with other companies and I know what it's like waiting and finding out that you cant get your product.
Hope you find some one who will ship to you.