Response times from Dick Smith?

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peejayw

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#248420 25-Mar-2019 16:54

Anyone have any experience dealing with Dick Smith over issues? I am wondering what sort of response time to expect. I received a parcel from them last Friday, unfortunately it was not the item I had ordered from them. I contacted them by email midday Friday and again today but so far no response. Are they always slow to respond?

I'm supposed to respect my elders, but it's getting harder and harder for me to find one now.

Jase2985

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#2204816 25-Mar-2019 17:43

they do take a while, remember you submitted the response over a weekend so really its still only about 1 business day at the moment

first response was 3 days from my submission, i had to provide a photo

it was then about 8 days for them to verify the issue then send out the missing part.

that took about a week and a bit to arrive from when they sent it.

MadEngineer

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#2204820 25-Mar-2019 18:04

Dicksmithnz on Twitter.

You're not on Atlantis anymore, Duncan Idaho.

peejayw

1841 posts

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#2204824 25-Mar-2019 18:24

I sent a photo of the incorrect item, email to them was 10am their time on Friday and I guess I am not going to hear anything today. You do wonder how hard it is to email a reply just so your customer knows you have the matter in hand. Tomorrow will be day 3 so here's hoping 😀

I'm supposed to respect my elders, but it's getting harder and harder for me to find one now.

Jase2985

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#2204844 25-Mar-2019 20:07

@peejayw using their online contact us form i got a reply with a copy of my message when i sent it.

peejayw

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#2206436 28-Mar-2019 17:24

It has now been a week since I first contacted DS about the incorrect item they had sent me. I have emailed multiple times asking what was happening and when was I going to get the item I ordered ( worth 5x the value of the item they sent.)

Today I received an email detailing how to package up the item for return and mentioning a link to get a prepaid label for it. However no link shows in the email!

No mention is made of the item I ordered.

All told I am pretty annoyed at the progress to date and I think DS needs first to correct their error by sending me the item I ordered before I return the other one.

Is this unreasonable?

I'm supposed to respect my elders, but it's getting harder and harder for me to find one now.

gregmcc

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#2206482 28-Mar-2019 18:51

I would assume that you paid by credit card?, maybe time to talk to your bank about a charge back as DS seem difficult to get a response from.

jeffreyh

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#2210142 3-Apr-2019 14:00

Hey sorry to resurrect this thread but how did you get on with DS support. I also got an item Monday where part of the screen doesn't work and haven't heard back from them have emailed them a few times. Basically the phone is a brick and I'd like them to decide if they are going to refund me or replace it so I can move on. They seem incredibly slow to respond. I have started a dispute with the credit card company in the hopes of spurring some action but they say it is up to the retailer.

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Trade NZ and US shares and funds with Sharesies (affiliate link).

peejayw

1841 posts

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#2210143 3-Apr-2019 14:10

I kept emailing them nearly every day and finally heard back a week later. They gave me a label for returning the incorrect item. I requested they send the correct item immediately but they refused, said they would send it when they received back the incorrect one. I have returned it against my better judgement and am now waiting to hear that my item has finally been despatched. I guess it will then take another week to arrive.

All up, not a happy experience.

I'm supposed to respect my elders, but it's getting harder and harder for me to find one now.

tripp

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#2210184 3-Apr-2019 15:33

peejayw:
I kept emailing them nearly every day and finally heard back a week later. They gave me a label for returning the incorrect item. I requested they send the correct item immediately but they refused, said they would send it when they received back the incorrect one. I have returned it against my better judgement and am now waiting to hear that my item has finally been despatched. I guess it will then take another week to arrive.

All up, not a happy experience.

That's really bad. You would expect them to be sorry and get the new one out asap.

peejayw

1841 posts

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#2218210 16-Apr-2019 14:28

I thought I would update this little story. After sending me the wrong item and then demanding I return it before they would send the correct one, Dick Smith advised about 10 days ago that they were sending the correct item out to me.

It has just arrived and is the wrong one again! I really cant believe it. I have sent them a terse email requesting they take immediate action to rectify this but I am not holding my breath.

I'm supposed to respect my elders, but it's getting harder and harder for me to find one now.