Audioaffair

Excellent after sales care to resolve a tricky transaction

I had previously bought a Chord termination kit from Audio Affair which was cheaper than anywhere else and it arrived really quickly so to finish the job I recently ordered 2 more pairs. Unfortunately this time they were the wrong ones and a subsequent call to Audio Affair revealed that Chord had changed the spec without telling anyone! This information was disappointingly delivered in a thoroughly dis-interested tone of voice by a guy in the sales team. Unfortunately I was made to feel like I was wasting his time with a trivial issue over a £35 sale. As a customer services manager myself I find this kind of grumpy phone manner surprising in these times when every company should be fighting for return customers, a shame really, cheer up fella!
Anyway, he re-directed me to Penny in despatch and things began to improve, she was a pleasure to deal with and she arranged for a refund on receipt of the returned items. I then shopped around but couldn't find anyone who had the old termination kits in stock so I called Chord Co. and spoke to Richard who was very helpful and not only rummaged around to find a couple of the old kits but arranged for them to be sent on to Audio Affair. Penny then sent them to me and they arrived today. I am so chuffed with the service I treated myself to a new pair of RCA cables! A very positive turn around to what looked like being a bad experience, particularly Penny for whom nothing was too much trouble, For price, products despatch and Penny I would award 5***** but a grumpy sales team member has cost them a star on this occasion. None the less, I'll be back for new speakers soon...