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I was very angry when Bozowi automatically processed my phone at a lower price despite a number of requests to return the handset.
Yes, my phone was received one business working day after the expiry date and I understand why, based on Bozowi’s terms and conditions, a price change was triggered, but this does not excuse the fact that all my subsequent requests to return my phone were ignored. This led me to leave a fairly cutting review of my Bozowi customer experience.
I was then fairly shocked some weeks later when I received a letter threatening legal action if I did not either justify my comments or remove the review. Having sent a formal written reply I was pleasantly surprised when, at my request, a senior customer service representative from Bozowi called me back in person to discuss my review.
It transpired that: -
a) The points made in my original review were all factually correct and accurately described my customer experience with Bozowi. My opinion was also accurately expressed.
b) Bozowi’s current communication process is heavily automated and, due to this automation, does not always handle customer e-mails in the way that it should.
c) Bozowi also conceded that their terms and conditions, when seen from a customer’s perspective, are perhaps not as clear as they could be. Especially as they allow a longer time to receive orders than their initial terms state. In my case I found this particularly misleading as the expiry dates quoted on-line, in their written letters and their subsequent automated e-mails did not always match up.
I discovered that many of these are issues that Bozowi are already aware of and are in the process of fixing.
In my case, some of my e-mails ‘fell down the cracks’ and this is what led to me having such a poor customer experience, hence my original review.
Whilst it is a shame that it took such a cutting review and a subsequent threat of legal action to get Bozowi actually talking to me, our recent communications have proved useful and Bozowi now have several pointers which they are working on in order to improve the overall customer experience.
*** Please Note: In the light of recent activity on TrustPilot I can confirm that this is a genuine edit to my original review. I am a genuine customer and I am also happy to discuss this directly and objectively with anyone who wishes to contact me - as Bozowi did, and I'm glad they did, and as several others on TrustPilot have too ...
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