Expansys customer service - or lack thereof

[Guest davy]

Hi all,

I am posting this to seek advice on courses of action open to me to get my phone back from Expansys.co.uk.

I am also posting it as a warning to all readers of the, in my opinion, atrocious standards of customer service this company provides (should you be thinking of buying the SP5 or other smart phone or PDA from them).

In January 2005 I bought a Mitac Mio 8390 (Asian import handset/sim free) from their website.

After a few months the handset packed in (will charge, outer display illuminates but inner display does not, which seems to be a common fault with this handset).

I E-mailed Expansys and was eventually told to return it to them for repair under warranty.

I did so then was advised by E-mail on 22/08/05 that phone had been passed to their repair dept and that repair could take 4 to 6 weeks.

E-mailed Expansys for update on 10/10/05 - NO RESPONSE.

E-mailed them again on 11/10/05 - NO RESPONSE.

E-mailed them again 16/10/05 - NO RESPONSE.

Then E-mailed them via their website complaints link on 19/10/05. Got a reply same date stating they had E-mailed their Hong Kong office for update and advising they would contact me as soon as they reply.

A week later, 26/10/05, replied to this E-mail seeking update - NO RESPONSE.

Final E-mail to their customer complaints link on 01/11/05 advising of my disappointment at their standards of customer service and again asking for update on repairs - NO RESPONSE to date.

I do appreciate that an imported handset may take some time to repair, but it was they who stated 4 to 6 weeks for repair, about 10 weeks ago , and have not even supplied a reason for the delay, let alone when I am going to get the handset back.

//// end rant

Any advice on how I can speed up the return of my handset?

Do you think I am being unreasonable in my criticism of this company and am being too impatient?

Do you think their standards of customer service are acceptable in this day and age?

Sorry for the length of post but think it worthwhile to make readers aware of this company’s customer service standards.

Davy.

F.A.O mods

Feel free to move from main but I feel as many readers as possible should be aware of this company's apparent disregard for customer service.

[Guest mcwarre]

That's not nice at all. Good luck with it. Please keep us updated

[Guest davy]

update

got my replacement unit this week.

That is the good news.

The bad news ;)

1. Unit I sent for repair was as new and unmarked.

Replacement unit has chip marks around the screen.

2. Replacement unit has a faulty end call key.

I had problems switching it on and when I later made a call I could not end it without pulling the battery. This would appear to be an intermittent fault (as I have managed to switch it back on) but makes it effectively unusable as a phone.

Ah well have E-mailed Expansys again advising them of the above.

Lets hope it doesn't take another 3 months or so to resolve :shock: .

davy.