Bombed by Dabs email

Originally Posted by Anastasis

Thanks everyone for your help.

Since then though (which is why I don't consider it resolved to my satisfaction), they haven't contacted me again and ignored my plea for them to phone me.

I had similar frustrations with Dabs once. Had an issue with an order and couldn't get to speak to anyone. Email is great.... but not for handling Customer Services.

[Anastasis]

This is so frustrating. Every number I have tried either tells me to go on their website or you leave a voicemail and don't get a call back. The person who responded to my email yesterday, is no longer responding.

Basically it feels like Dabs customer services have decided to put their tin hat on over this and hope I will go away.

Reminds me of my own equally frustrating experience. If you're really miffed I have a cunning way of getting your complaint noticed. Go on the Companies House website and use the Webcheck service (http://wck2.companieshouse.gov.uk/df...essCompanyInfo) to find Dabs.com and buy the company return. This will be £4 well spent because it will list the home addresses of company directors to whom you can then write and vent your spleen. I reckon this is generally a good ruse for shaming companies who can't be @rsed to provide decent customer service. Heh! Heh!

[Shaun]

Originally Posted by Anastasis

This is so frustrating. Every number I have tried either tells me to go on their website or you leave a voicemail and don't get a call back. The person who responded to my email yesterday, is no longer responding.

Basically it feels like Dabs customer services have decided to put their tin hat on over this and hope I will go away.

May I suggest a registered letter?

Saying that Ebuyer didn't bother to reply to mine!

[Anastasis]

Originally Posted by andyl

Reminds me of my own equally frustrating experience. If you're really miffed I have a cunning way of getting your complaint noticed. Go on the Companies House website and use the Webcheck service (http://wck2.companieshouse.gov.uk/df...essCompanyInfo) to find Dabs.com and buy the company return. This will be £4 well spent because it will list the home addresses of company directors to whom you can then write and vent your spleen. I reckon this is generally a good ruse for shaming companies who can't be @rsed to provide decent customer service. Heh! Heh!

Thanks - I have now discovered that someone called David Atherton is a senior person at the company and have emailed him using the format firstnameinitialsurname @ dabs.com. See what happens next.

Originally Posted by Anastasis

Thanks - I have now discovered that someone called David Atherton is a senior person at the company and have emailed him using the format firstnameinitialsurname @ dabs.com. See what happens next.

I wouldn't hold your breath but good luck. If you want to kick up a fuss email the Consumer Editor on the Manchester Evening News, Don Frame (don.frame@men-news.co.uk). You could also try the Dorset Evening Echo in your area. Amazing how quickly companies can respond once the media are involved.

[KingPhoenix]

Originally Posted by Anastasis

Thanks - I have now discovered that someone called David Atherton is a senior person at the company and have emailed him using the format firstnameinitialsurname @ dabs.com. See what happens next.

I deal with dabs daily, i would try contacting the business dept, see where you get.... 0870 4293000 i think it is

[Strzelecki]

Ah could be useful for me to, just got back my RMA'd graphics card form them, same box I sent it in, probably the same card, no info on wether it was repaired or replaced and on emailing I get the reply (about 10 hours later) 'We can confirm the item was tested as faulty and returned to the supplier for repair. Unfortunately we do not have the details of that repair.' Very frustrating to have email only communication, dabs used to be good, even when things went wrong, but now they're not even that competitively priced and their customer service is on a par with Ebuyer's!

Oh off topic: KingPhoenix any idea whats up with i-webs robin server?

[Anastasis]

Hi there again.

Sorry for taking so long to get back as to what has happened, but I haven't had time until now.

Having emailed David Atherton and had a mini polite rant about the problem, 30 minutes later I had a phone call on my mobile from the Dabs IT Manager. He said he had been asked to call be by DA. I explained to him a little more about the problem and he asked me to send him a copy of some of the 800 emails.

I did that when I got home. By 9.20am the following morning I had an email from him to say they had discovered the problem and yes, it was down to them. I got an apology and a £30 voucher to spend at Dabs.

So, despite all of their talk about being an e-commerce company and only communicating by email, I did eventually get to speak to a real person, albeit for a minute or two. More importantly, it seems like the man at the top of the company (or near to it) was concerned to do something about my problem. It's just a shame it took so long to resolve and 800 duplicate emails in my Inbox.

Anyway, thanks again all for your help with this.

It was worth persevering with.

[Shaun]

I take it we bever managed to get a working phone number for Dabs then!

I'm having trouble getting them to understand that an item may be out of warranty but it's still covered under law. They jsut keep sending me one line Emails saying

"The item was sold with a 12 months warranty period and this has now elapsed. Unfortunately we cannot accept the item back."

Anyone got a working number?

[Angua]

Originally Posted by Anastasis

Thanks - I have now discovered that someone called David Atherton is a senior person at the company and have emailed him using the format firstnameinitialsurname @ dabs.com. See what happens next.

I have found this method works well also (we got £750 worth of rubber joining strips for the floor at our pre-school).
This type of attitude from Dabs makes the wait for an NTL CS person well worth it

[Raistlin]

Originally Posted by Shaun

I take it we bever managed to get a working phone number for Dabs then!

I'm having trouble getting them to understand that an item may be out of warranty but it's still covered under law. They jsut keep sending me one line Emails saying

Anyone got a working number?

What was the item? What's gone wrong with it?