Ali Calderwood´s profile

Reviews (1)

Broadbandbuyer.co.uk

Poor customer service on faulty set was not worth the £10 saved on Amazon's price

A couple of weeks after buying I noticed some problems with the phone set, so emailed Broadbandbuyer thinking they would be happy to help resolve the problem.. their first response was to tell me to call the manufactures customer service number - which was a call center in India, and a complete waste of time.

Their next response was to ask me to return the phone set to them for testing/repair or replacement, leaving us with no phones for over a week. This meant we would have to buy a new phone set to use and as there was no offer of a refund, then get the repaired ones returned to us as well - buying 2 sets of phone at £90 per set was really not acceptable.

After buying on Amazon for many years and being happy with their first class customer service, saving £10 by buying from Broadbandbuyer was a bad decision and one I will not be making again.

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Response to BroadBandBuyer's Reply:

In the subsequent email communications with your customer service representative I did ask if a replacement was possible explaining the fact that we could not be with out the phones (as we had given the old ones to charity).

This was her reply:

*****
Hello Ali,
Thank you for your email.
Please be advised that these unit will be forwarded onto the manufacturer for further testing.
Please note, this is a return to base warranty. Therefore, once the units have tested faulty a replacement will then be sent.
I do apologise for any inconvenience this may caused.
Many thanks.
Kind Regards,
Helen Phillips
Customer Services
*****

I was never given an option to to buy a replacement from you and be refunded on the faulty set. If you look through the emails we exchanged, you will see I asked this question 3 times in different ways... as I was stunned that there was no assistance offered.

24 February 2014

Reply from Broadbandbuyer.co.uk

Dear Ali

We are sorry to hear you are unhappy with our service.

For technical support, the manufactures are fully trained to offer the assistance our customers are looking for and that is the reason why we refer issues to them.

To clarify the returns procedure. The phone you purchased has a return to base warranty and you wanted an advance replacement which isn't offered on this product. If the product has an advance replacement, then we would be happy to offer this service. However we appreciate that sometimes our customers can't be without the product. Therefore we do offer the ability for our customers to purchase an advance replacement and have a refund issued on the returned faulty product.

We notice you haven't chosen the option to buy a replacement from us therefore due to the age of your order we can confirm your faulty product is for replacement / repair because you have had the phones for more than a couple of weeks.

Please contact our customer services department if you require any further assistance or you would like to explore the option of purchasing an advance replacement.

Kind Regards
Broadbandbuyer

Ali Calderwood´s profile

profile image of Ali Calderwood
Ali Calderwood
Reviewer
Male, 1977
United Kingdom

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