TERRIBLE online service from Noel Leeming

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#1915519 8-Dec-2017 23:26

bmt:

Similar experience with Noel Leeming recently. Bought a laptop in an online only deal, best part of a week later the stock bar started going down and eventually out of stock so was obviously well in stock when I bought.

Did Click and Collect from my local NL (<10 mins away), ordered hadn't progressed after a few days so called up. Turns out the store had none in stock, they have me on hold on and off for about half an hour ringing around Auckland stores to find one. None in the whole city, eventually find one in Lower Hutt.

Takes over a week to ship up, I call again and turns out they sent it to the wrong store in Auckland. I go and pick it up that day.

At the end of the day it's a lot easier to moan about bad service than compliment good service :)

Seems to me that retailers with click and collect are setting themselves up to fail. So much can go wrong with this mickey mouse idea. Retailers love it I suppose because they get a person's money straight away.

So much easier for a huge store such as B&H Photo and Video in New York. Only one huge store linked to the online store. I bought a lens from them years ago & the whole experience was excellent. Once the lens package left their store I could track its progress across the USA & Pacific. Once it arrived in NZ the tracking system broke down. (No surprise!) Anyway I got the lens with no problems at all.

quickymart

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#1915539 9-Dec-2017 08:05

muppet:

I've found a great way to remedy these poor customer service interactions, and to get a prompt reply with loads of detail and information.

Rather than contact the retailer to complain, going down that annoying bot-ridden, muppet invested route, I just write up a quick forum post on www.geekzone.co.nz explaining what happened, how I felt, how I'm (usually) never shopping THERE again etc. It can help too if you add the second place you shopped at that didn't have the problem, and add some details about how much better than second place was.

Before you know it, you get a lot of helpful responses from all manner of people, and the situation is resolved.

Has the OP tried that?

I did that with Expert Infotech. After posting a negative review on Pricespy (from memory) they messaged me asking for the receipt number as they wanted to "investigate". However, I thought they were going to come back to me with yet another cock-and-bull story, so I just replied with "no thank you" and let my review of my very poor experience with them stand as it was. They probably didn't like that, but maybe they should have thought about how they handled my situation before blaming me (they sold me faulty, returned hardware).

richms

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#1915542 9-Dec-2017 08:18

amiga500:

Seems to me that retailers with click and collect are setting themselves up to fail. So much can go wrong with this mickey mouse idea. Retailers love it I suppose because they get a person's money straight away.

So much easier for a huge store such as B&H Photo and Video in New York. Only one huge store linked to the online store. I bought a lens from them years ago & the whole experience was excellent. Once the lens package left their store I could track its progress across the USA & Pacific. Once it arrived in NZ the tracking system broke down. (No surprise!) Anyway I got the lens with no problems at all.

I really hate retailers that pull stock off the retail shelf for online or click and collect sales.

Amazon have done a huge step foward with their frustration free packaging meaning things dont need the hassle of theft prevention and in store display aspects of packaging. Using the same stock as stores just means that nothing like that can happen, so toys are still in bulky display boxes which make them ripe for having things pulled off them and stolen. Staff dont check that all the display parts are still strapped to the right parts of the box. They have had kids fondle them, being dropped so dented corners of the box etc.

AFAIK mighty ape are the only retailer doing online properly from a dedicated picking warehouse with accurate(ish) stock quantities, and proper packing and tracking when things leave. All the others are just someone in a store with some stickers and some vaguely might fir cardboard boxes and courier bags.

Richard rich.ms

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#1915900 10-Dec-2017 09:15

quickymart:

I did that with Expert Infotech. After posting a negative review on Pricespy (from memory) they messaged me asking for the receipt number as they wanted to "investigate". However, I thought they were going to come back to me with yet another cock-and-bull story, so I just replied with "no thank you" and let my review of my very poor experience with them stand as it was. They probably didn't like that, but maybe they should have thought about how they handled my situation before blaming me (they sold me faulty, returned hardware).

I don't know anybody who's had a good experience with them. I'm really surprised they're still in business.

quickymart

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#1915921 10-Dec-2017 11:29

Me too.
At first, their sales techniques were fine (mind you, all salesmen are lovely to you when they want your money) but their after-sales/RMA "process" was absolutely crap.

tripp

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#1915978 10-Dec-2017 12:41

sbiddle:
quickymart:

I did that with Expert Infotech. After posting a negative review on Pricespy (from memory) they messaged me asking for the receipt number as they wanted to "investigate". However, I thought they were going to come back to me with yet another cock-and-bull story, so I just replied with "no thank you" and let my review of my very poor experience with them stand as it was. They probably didn't like that, but maybe they should have thought about how they handled my situation before blaming me (they sold me faulty, returned hardware).

I don't know anybody who's had a good experience with them. I'm really surprised they're still in business.

I’m am as well. Picked up a phone the other week, their website said they had all the colours in stock, get there and they only have black. Buy phone get home and open the box, security stickers on the box was intact but when I opened the box I notice the screen sticker had air bubbles (which looks like it had been taken off and it back on) turned phone on and It boots direct to home screen and not the standard android setup.

So it seems they somehow open stock and keep the box security sticker intact then use it and then put them back up for sale as “new”

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cadman

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#1915992 10-Dec-2017 12:58

quickymart:

I guess if you're going in in person to say "hey, this doesn't work" they can't really ignore you, but an e-mail can be fairly easily ignored...

Plus a lot of people's written communication skills, these days, leave much to be desired.

cadman

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#1915994 10-Dec-2017 13:04

BTR:

Senecio:

As much as I hate to say this, the best way to contact a company these days is through their social media platforms. They are much more likely to respond to a public tweet than they are to a private email.

A lot of companies now are making their social media pages so you can only message them and not post publicly anymore.

That sounds like a good indicator that they're not up to par in the service stakes which might cost them sales. Company use of social media without visible interaction with the public is no better than just a website.

quickymart

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#1916154 10-Dec-2017 18:25

tripp:
sbiddle:

quickymart:

I did that with Expert Infotech. After posting a negative review on Pricespy (from memory) they messaged me asking for the receipt number as they wanted to "investigate". However, I thought they were going to come back to me with yet another cock-and-bull story, so I just replied with "no thank you" and let my review of my very poor experience with them stand as it was. They probably didn't like that, but maybe they should have thought about how they handled my situation before blaming me (they sold me faulty, returned hardware).

I don't know anybody who's had a good experience with them. I'm really surprised they're still in business.

I’m am as well. Picked up a phone the other week, their website said they had all the colours in stock, get there and they only have black. Buy phone get home and open the box, security stickers on the box was intact but when I opened the box I notice the screen sticker had air bubbles (which looks like it had been taken off and it back on) turned phone on and It boots direct to home screen and not the standard android setup.

So it seems they somehow open stock and keep the box security sticker intact then use it and then put them back up for sale as “new”

I had a similar experience, they sold me two faulty, returned motherboards, and their testing found "nothing wrong" when I returned them both.

sbiddle

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#1916158 10-Dec-2017 18:37

tripp:
sbiddle:

quickymart:

I did that with Expert Infotech. After posting a negative review on Pricespy (from memory) they messaged me asking for the receipt number as they wanted to "investigate". However, I thought they were going to come back to me with yet another cock-and-bull story, so I just replied with "no thank you" and let my review of my very poor experience with them stand as it was. They probably didn't like that, but maybe they should have thought about how they handled my situation before blaming me (they sold me faulty, returned hardware).

I don't know anybody who's had a good experience with them. I'm really surprised they're still in business.

I’m am as well. Picked up a phone the other week, their website said they had all the colours in stock, get there and they only have black. Buy phone get home and open the box, security stickers on the box was intact but when I opened the box I notice the screen sticker had air bubbles (which looks like it had been taken off and it back on) turned phone on and It boots direct to home screen and not the standard android setup.

So it seems they somehow open stock and keep the box security sticker intact then use it and then put them back up for sale as “new”

I wouldn't necessary assume it's them doing this though - most of their stock is imported and if (like me) you've been to Sin Tat Plaza in Hong Kong you'll be amazed watching people repack phones for sale. I've seen people sitting there with shrink wrap machines resealing Apple products so they can obviously be sold as new.

pctek

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#1916845 11-Dec-2017 16:05

We went in to NL once, to buy whiteware.

husband said any discount for cash and the young thing laughed. Didn't speak, just fell about laughing.

We walked out and went elsewhere.

Now who is laughing.

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amiga500

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#1916946 11-Dec-2017 19:42

pctek:

We went in to NL once, to buy whiteware.

husband said any discount for cash and the young thing laughed. Didn't speak, just fell about laughing.

We walked out and went elsewhere.

Now who is laughing.

Yeah, Noel Leeming is another of my not so favourite retailers. Buy just about anything and they want all your details so they can add your name to a database. Their prices for electronics stuff are at best mediocre. They attempt to position themselves as being tech experts & offer training in the products they sell. However, lately this seems to have been scaled back. At the Riccarton store they used to have a semi enclosed area for this but it's been tweaked & now is a lot smaller & signage changed. As for staffing I'd bet they are using a model similar to Dick Smith. The manager might be full time but I bet they have a whole lot of part time people who are not really getting much training. And to disguise this low cost staffing model they try to convince the customer that their staff are highly trained and have valuable skills to pass on. It's all a maskirova, just like the DSE Tech Xpert counters...

cadman

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#1917068 12-Dec-2017 00:23

amiga500:

Yeah, Noel Leeming is another of my not so favourite retailers. Buy just about anything and they want all your details so they can add your name to a database.

Harvey Norman tried that when I bought a mouse. I said "No. I just need the receipt."

Dunnersfella

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#1917119 12-Dec-2017 08:38

It's not hard, just tell them to put it under 'cash sale'.

I haven't been spammed by either Noel Leeming or Harvey's over the years to be fair...

trig42

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#1917123 12-Dec-2017 08:45

It is handy to have your purchases recorded under your name - means they can dig up a receipt a lot easier if you need it.

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