Mike Smith´s profile

Reviews (1)



I was directed to Expansys from Nokia.com in order to purchase a Nokia Asha 311. I was under the impression that Nokia would put me in touch with a reputable dealer - WRONG, this is a terrible company to deal with.
I returned the product as unsatisfactory on 29th July by recorded delivery requesting a refund under their 14 day returns policy, and it was received back and signed for by Expansys on 31st July.
After waiting a couple of weeks I emailed Expansys to ask why a refund hadn't been issued. I received an email back from Richard Navarro-Montes, a sales executive, on 16th August apologising for the mix up and saying he was currently chasing the returns department.
Another couple of weeks went by with no sign of the refund and further emails to Richard Navarro-Montes were ignored.
I therefore emailed customer services again and received a curt reply just saying the case had been escalated and a refund would be issued within 72 hours. Needless to say it wasn't and I've now emailed them again giving them 7 days to issue the refund or I would take out a summons in their local county court which would incur them further costs. This email was also ignored and I'm now in the process of contacting the local county court where Expansys' head office is situated in order to obtain the papers to issue the summons.
This firm is an utter nightmare, their customer services are virtually non existant and they are just scammers who once they have your money just sit back and do nothing.
As soon as I get the papers from their local county court I shall issue the summons and then let them answer to the court instead.

10 September 2013

Reply from Expansys

Dear Mr Smith,

I was thoroughly disappointed to read about your experience with our customer service team. I have stepped in to address your concerns directly and would welcome a phone discussion if you are available this week? Firstly I recognise your frustration, and commit to having the outstanding payment made as a matter of urgency. Please accept my sincere apologies for the delay. The advisors related to your case have already undergone an update of the process and an assessment to validate their understanding.

Nokia remain an important partner of ours and this continues because of the positive feedback we receive daily however, we’re keen to eradicate all isolated delays that impact our customers. I appreciate from the comments that the impression you have taken away is a negative one, I would like to discuss how we can with time change this opinion; as a reputable organisation who values your custom.

Lastly I would like to reassure you that the customer service team here will work to resolve your case swiftly as we are keen to present ourselves to you as nothing but pro-active, trust-worthy and resolution focused. If you are available to discuss please email me directly on dsl-tazr@expansys.com

Yours Sincerely

T. Rose
Customer Service Director.

Mike Smith´s profile

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Mike Smith
Bognor Regis, United Kingdom