Susan´s profile

Reviews (2)

Three

Customer Service is Free but my time is not. I give up.

1. Purchased Samsung S4 from them in July - the package was sent to the wrong address and it was picked up by the resident of that address. I rang them saying how come my phone was "picked up" on the delivery status and I am not aware of it. They accused me of lying and then two days later I got a parcel back with the phone inside. I did not bother ringing them back after that.

2. Three months later, I started experiencing issues with my Samsung S4. I launched the camera app one day and the whole app froze and nothing would happen, I restarted the phone and that fixed it, then two days later I was browsing photos on the train one day and it just suddenly shut down and would not restart.

3. I called them and told them about the issue, they suggested a factory restart so I went through and backedup all the images and data on my phone and they agreed to call me back the next day - I did not receive any phone calls from them.

I called again asking if they could send me a new headset now that we've tried the factory restart and confirmed that the hardware is faulty. They said no because Samsung provided a warranty for two years on this phone and because Samsung don't work Sundays I will have to try calling them back again during the week... What?! I made the agent aware that I am unable to unplug my phone without the unexpected shutdown and it is causing me a lot of inconveniences, he told me not to worry about it and that they will sort it out for me - erm, of course I worry about it. I've not received a reliable service from this company...and putting the blame on a vendor is not the answer.

Their customer service line is free for three customers, if you want to spend a long time on the phone explaining to them why having your phone fixed right away is important as part of the customer service then do sign up with Three!
They simply don't have a concept of customer service.

Bamdad Hashemiand Arezoo Karemi found this review useful

DigitalRev.com

Not worth the hassle

I ordered a camera worth 1700 from them in September and was advised my order will arrive mid September. I waited and checked the online status for delivery but the status was not helpful at all, I waited and waited and finally decided to give them a call. They told me that my package was with Custom and should clear in a day or two. I waited a couple more days and still didn't receive my package, I called again and they said Fedex should have contacted me and I should contact Fedex if not. I was not very happy about this considering I am left with no choice but to incur extra time and cost to contact Fedex when my contract was with DigitalRev.
They promise to pay for your import taxes on the website but there is no mention of what happens if Custom bills you, so I asked this question in my emails to a Customer Support agent and never got a response.
Feeling helpless, I called Fedex trying to sort this out, I was told that UK Custom suspects this company is providing false information to escape paying tax, Fedex would need me to provide an invoice for the purchase before they can release the package. I did this and called DigitalRev, their customer service open a couple of hours a day only and the only time someone would pick up for UK is between 1am to 9am (which is ridiculous, I either have to stay up late or get up early and make special arrangements before I can report an issue). The CS on the phone told me not to provide Fedex with anymore information and sent me an invoice for a camera costing 800GBP and the remain of the 800 was shipping and packaging cost. I was really upset when I saw this and replied asking if they intended to send me a false statement (as this would count as tax avoidance). They said no please ignore it but this was purposely built and it had my name and address on it but the wrong billing information.
I was really questioning my decision to use them and really regret buying from them.
I eventually received the package, the camera itself is fine but with the hassle I went through it is just not worth it.

Susan´s profile

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Susan
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United Kingdom

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