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WHY DOES
www.cclonline.com SEEM TO CARE
MORE FOR ITS WHIPPETS THAN ITS CUSTOMERS?
discuss..............
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Product refund request -
Order 1466943 |
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Tuesday 17th AUGUST 2010
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I telephoned your offices to seek advice on
complying with your returns and refunds procedure and was routed to a
voicemail. A message was left and the recorded announcement promised
someone would call back. |
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NO RESPONSE |
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Tuesday 17th AUGUST |
09:07 |
I emailed
'returns@cclonline.com'
explaining the product failure and asked for guidance on the returns
process for a refund. |
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NO RESPONSE |
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Tuesday 17th AUGUST |
14:41 |
I emailed
'returns@cclonline.com' a
second time explaining the product failure and asked for guidance on the
returns process for a refund. |
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NO RESPONSE |
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Tuesday 17th AUGUST |
14:41 |
I also emailed
'custservice@cclonline.com'
explaining the product failure and asked for guidance on the returns
process for a refund. |
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NO RESPONSE |
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Tuesday 17th AUGUST |
14:41 |
I also emailed
'technical@cclonline.com'
explaining the product failure and asked for guidance on the returns
process for a refund. |
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Tuesday 17th AUGUST |
14:42 |
AUTOMATED RESPONSE! Ticket ID: MSC-859168 |
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AT LAST - PROGRESS [allegedly.....] |
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Wednesday 18th AUGUST
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11:43 |
Email received from Nigel Denbigh "It would
appear this order has already been cancelled by one of my colleagues. You
should receive a refund at some point today, however please be aware
refunds do take 2-3 working days to clear back to you." |
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Wednesday 25th AUGUST
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11:43 |
Email sent to 'technical@cclonline.com' FAO
Nigel Denbeigh "Well, I waited a week from receipt of your message to
see if anything happened and have been regularly checking my CCL account
[which doesn't really have much detail] and my credit card account and
nothing has happened since your email. Can you look into it at your end,
possibly?" |
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NO RESPONSE |
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Thursday 26th AUGUST
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09:55 |
Email to
'technical@cclonline.com'
"### YET ANOTHER RESEND!!! ###
Still no reply since last Wednesday [17th August], or my polite nudge
this Wednesday [25th August] Has everyone gone on holiday?" |
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NO RESPONSE |
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Thursday 26th AUGUST |
09:55 |
Email to
'custservice@cclonline.com'
"### YET ANOTHER RESEND!!! ###
Still no reply since last Wednesday [17th August], or my polite nudge
this Wednesday [25th August] Has everyone gone on holiday?" |
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NO RESPONSE |
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Thursday 26th AUGUST |
09:55 |
Email to
'returns@cclonline.com'
"### YET ANOTHER RESEND!!! ###
Still no reply since last Wednesday [17th August], or my polite nudge
this Wednesday [25th August] Has everyone gone on holiday?" |
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NO RESPONSE |
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+++ It is now MY TURN
to go on holiday !!!!! +++
Upon my return, the first thing I do is email CCL |
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THURSDAY 9th SEPTEMBER
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14:22 |
Email to
'technical@cclonline.com '
"WHY IS NOTHING HAPPENING?
No refund so far
WHY DO I KEEP SENDING EMAILS AND GETTING NO ACKNOWLEDGEMENT?" |
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THURSDAY 9th SEPTEMBER |
14:23 |
Email to
'returns@cclonline.com'
"WHY IS NOTHING HAPPENING?
No refund so far
WHY DO I KEEP SENDING EMAILS AND GETTING NO ACKNOWLEDGEMENT?" |
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THURSDAY 9th SEPTEMBER |
14:24 |
Email to
'custservice@cclonline.com'
"WHY IS NOTHING HAPPENING?
No refund so far
WHY DO I KEEP SENDING EMAILS AND GETTING NO ACKNOWLEDGEMENT?" |
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Thursday 9th September |
16:52 |
Email from Nigel Denbigh
"Could I please ask if the hard drive on this order has been returned to
us yet? If not this item will need to be returned to us and will require
testing before refunding.
If you would like I could pass your details on to our Customer Service
team who will be able to arrange a collection for this item for you." |
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HOORAY - ACTION MAYBE???? |
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Friday 10th September
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11:39 |
I reluctantly telephone 01274471200 [Why the
hell I should need to.....!]
I ask to speak to Nigel Denbigh and am told 'he doesn't speak to
customers' I then enquire "Is he not sufficiently important to speak to me
or am I too unimportant to speak to him?" It is explained that he normally
"works on the counter downstairs" so I engage in conversation with a
seemingly helpful Stephen Simmons and go through to whole saga - again. I
agree to forward all emails. He agrees to look into the immense cock-up
and report back - which has not happened.
When asked when the product was collected I explained it hadn't been
and had assumed it had been written off as a low cost item. He explained
this was not the case and we mutually agreed collection Monday 13th
September |
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Friday 10th September |
12:20 |
Email to
'stephens@cclonline.com'
Confirming I had forwarded a selection of the email traffic as discussed.
I also made it clear that I was [AM even more so now] furious at
CCL's sloppy manner and mis-management [NON-management], despite
attempting to comply with CCL’s returns procedure from the outset. In fact
it started when I made the very first contact and left a voice message
with Customer Services. I suppose that not getting a call back should have
alerted me to the likelihood of a very poor quality service.
I also explained I am a fee-earner - this has cost me a lot of
unnecessary time. I accept the new-born product was/became faulty whilst
it 'still had blood on it' so to speak, and the two days wasted attempting
to configure it, contacting the Yanks for support etc has to be considered
an unfortunate waste of time, the same CANNOT be said for the time spent
phoning, emailing - message left ignored etc etc. This has therefore cost
me, and I invite you [in the first instance] to make some offer to
accommodate my losses. |
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Friday 10th September |
13:54 |
email from
'stephens@cclonline.com'
Confirming he was looking into the matter and should be able to report
back shortly.
He also said
"Unfortunately as our terms of sales states we do not cover for any
form of consequential loss as a result of any product and or service
provided by CCL, therefore we would be unable to "accommodate" for any
losses.
[REMEMBER THIS – I WILL RETURN TO IT LATER] |
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Friday 10th September |
13:59 |
email to
'stephens@cclonline.com'
Thanked him for the speedy response. I noted the points made and with the
exception of the obvious, generally understand. However, I confirmed I
await his findings in this matter before escalating further, |
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Sunday 12th SEPTEMBER
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11:05 |
email from
'nlister@cclonline' Nowell Lister
I'm ever so sorry to hear of the problems described below.
As per your request, your returns number is: RMT128844. If you would
kindly package up the item as it came, including everything it originally
came with i.e. manuals, driver disk, cables etc and mark it for our
Returns Department, and send to us at: CCL Computers Ltd, Inmoor Road, Off
Cross Lane, Tong, Bradford BD11 2PS, we will have the item(s) inspected
and tested and advise further. |
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Sunday 12th SEPTEMBER |
11:57 |
email to
'nlister@cclonline' Nowell Lister Explaining the equipment is being
COLLECTED the following day as arranged by Stephen Simmons [stephens@cclonline.com]. |
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Sunday 12th SEPTEMBER |
12:04 |
email to
'nlister@cclonline' Nowell Lister addendum to my previous email
"......... I should have also added, the message you responded to this
morning was sent 17 AUGUST 2010 at 14:41 - TWENTY SEVEN DAYS AGO !!!!!" |
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Sunday 12th SEPTEMBER |
12:04 |
email from
'nlister@cclonline' Nowell Lister "Unfortunately we've had a large
influx in emails plus I've been away for a few days so this has also added
to my response time which I'd like to appologise for however as you've
pointed out, this has already been actioned." |
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Monday 13th September
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- EQUIPMENT COLLECTED. |
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Tuesday 14th September
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14:59 |
email from
'returns@cclonline.com '
"Items received for CCL RMA 128787" |
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Tick tock |
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Tick tock |
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Tick tock |
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NO REFUND!
NO REPORT!
NO NOTHING!
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Tuesday
5th OCTOBER |
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SO
HAVING HEARD NOTHING COME TUESDAY FIFTH OF OCTOBER 2010 AT 12:57 I DECIDED TO
ESCALATE THIS ISSUE |
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