….or why I will no longer deal with CCL Online.

IT SHOULD HAVE BEEN A SIMPLE PROCESS ...

... to report a defective product, arrange collection and a refund, but as you can gather, CCL Online managed to turn a basic function into a mindless nightmare. Had I not persisted, I would still be awaiting a refund, despite acknowledgement of return and confirmation that it qualified under Consumer Protection (Distance Selling) Regulations 2000.

THE SUMMARY...

A Buffalo Station duo was purchased from CCL. Unfortunately, whilst undergoing commissioning a fault was noticed. Guidance from Buffalo's web-based forum determined a hard drive to be intermittent and the equipment deemed duff.

In accordance with their published Returns 'procedure', CCL-Online were contacted by telephone. A message was left but no reply was ever received, so a long, protracted email/telephone experience followed.

A total of 17 emails were sent and 28 days passed [and incidentally Read Receipts were acknowledged] and despite eventually receiving some confirmation that the collection would be actioned nothing happened until I telephoned.

The equipment was collected and an email received confirming that the equipment had been received and that a contact would follow.

A FURTHER TWENTY TWO DAYS PASS AND NO EVIDENCE OF A REFUND.

Nothing has been actioned. It was obvious that any attempt to contact the 'foot-soldiers' was futile so I decided to contact Managing Director and others at a higher level. Regrettably the website is very good at making these contact names and email addresses very difficult to find, so a spidering email search of the Web revealed the email addresses of the principle characters in this farce.

A blanket email was sent to Adrian Wood [MD], other directors and various other addresses in an attempt to get someone in a position of responsibility to actually respond. [See useful emails below]

It read "Please will you supply the name and contact details of your Managing Director" - which is guaranteed to solicit a result, probably more due to panic than for any other reason.

[If anyone has the slightest interest, the chronological details can be found here.]

Within a reasonable amount of time messages were received and a reasonable working dialogue was established, which resulted in a refund on OCTOBER 27th 2010 - a mere SEVENTY TWO DAYS later!

FOLLOW UP:

The matter was referred to Trading Standards, who said that it is true that CCL Online HAD satisfied the Consumer Protection (Distance Selling) Regulations 2000 in principle, the general conduct was seen to be wholly unprofessional and not acceptable. Papers have been passed to the local West Yorkshire Trading Standards office in Bradford. It is anticipated that an 'educational visit' is imminent......

CONCLUSION:

I guess it was pretty small beer, only being £197.83 but the principle of this matter caused grave annoyance. Particularly so, the general cavalier attitude of the junior ranks, possibly because this is a requirement placed upon them by Management.

Interestingly, Googling [other search engines are available...] for keywords like "CCL Online, poor, service, failure, ignored' throws up a surprising number of very similar complaints to mine.


__________________________




USEFUL EMAIL ADDRESSES

Adrian Wood Managing Director at CCL Computers Ltd AdrianW@cclonline.com Reads emails but never bothers to respond.

Nicola Gagg Post Sales & Returns Manager nicolag@cclonline.com Also signs as "Nikki Gagg", appears very helpful - where she can be...

Suzanne Pell Director at CCL Computers Ltd SuzanneP@cclonline.com

Charlene Warburton charlenew@cclonline.com

Simon Willett IT and Marketing Manager simonw@cclonline.com

Michael Bennett Buyer at CCL Online MichaelB@cclonline.com
Mark Relton
markr@cclonline.com

returns@cclonline.com
technical@cclonline.com
custservice@cclonline.com
acctmanagement@cclonline.com
c3deals@cclonline.com
vacancies@cclonline.com
sales@cclonline.com
accountmanagement@cclonline.com
technical@cclonline.com
custservice@cclonline.com
accounts@cclonline.com
webmaster@cclonline.com
ideas@cclonline.com
personnel@cclonline.com
dealer@cclonline.com
corporate@cclonline.com


__________________________




THE CHRONOLOGY OF A FARCE ..for those who are interested.

  WHY DOES www.cclonline.com SEEM TO CARE

MORE FOR ITS WHIPPETS THAN ITS CUSTOMERS?

discuss..............     

 
  Product refund request - Order 1466943  
  Tuesday 17th AUGUST 2010   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.  
      NO RESPONSE  
         
  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.  
      NO RESPONSE  
         
  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.  
      NO RESPONSE  
         
  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.  
      NO RESPONSE  
         
  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.  
  Tuesday 17th AUGUST 14:42 AUTOMATED RESPONSE! Ticket ID: MSC-859168  
      AT LAST - PROGRESS [allegedly.....]  
  Wednesday 18th AUGUST 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."

 
         
  Wednesday 25th AUGUST 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?"

 
      NO RESPONSE  
         
  Thursday 26th AUGUST 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?"

 
      NO RESPONSE  
         
  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?"

 
      NO RESPONSE  
         
  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?"

 
      NO RESPONSE  
  +++ It is now MY TURN to go on holiday !!!!! +++

Upon my return, the first thing I do is email CCL

 
   
   
         
  THURSDAY 9th SEPTEMBER 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?"

 
         
  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?"

 
         
  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?"

 
         
  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."

 
      HOORAY - ACTION MAYBE????  
         
  Friday 10th September 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

 
         
  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.

 
         
  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]

 
         
  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,

 
         
  Sunday 12th SEPTEMBER 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.

 
         
  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].

 
         
  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 !!!!!"

 
         
  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."

 
         
  Monday 13th September   - EQUIPMENT COLLECTED.  
         
  Tuesday 14th September 14:59 email from 'returns@cclonline.com '

"Items received for CCL RMA 128787"

 
         
      Tick tock  
      Tick tock  
      Tick tock  
   

NO REFUND!

NO REPORT!

NO NOTHING!

 

 

 

 
  Tuesday 5th OCTOBER  
  SO HAVING HEARD NOTHING COME TUESDAY FIFTH OF OCTOBER 2010 AT 12:57 I DECIDED TO ESCALATE THIS ISSUE