1/5

posted Oct-30-2007

0/5. Non-existant after-sales service.

Placed an order for an Asus R2H tablet, my card was refused (no fault of the seller). I received 3 emails and 2-3 phone calls from them while I was sorting out the issue with my bank, even AFTER I'd informed them by email to charge my card 3 days later.

They charged my card and delivered the item 1 day earlier than specified. Luckily someone was in but a missed delivery could have been troublesome to resolve.

When it arrived, it was missing the advertised USB DVDRW drive. Despite their earlier pro-active communications, I have yet to receive a response from Laptops Direct regarding this (I called them twice and emailed twice - no response at all).

The missing DVD drive hampered my efforts to diagnose and resolve a bluescreen issue with the internal wifi adapter, AND an issue causing the touchscreen to randomly stop responding. I've now obtained an RMA number and the item is due to be picked up tomorrow. We'll see how that turns out.

To their credit, obtaining an RMA number was a smooth process and they offer to send a courier to collect the faulty product instead of just expecting you to send it back at your own cost.

Conclusion:
- Excessive pre-sales calls.
- Item had 2 hardware issues and one missing accessory.
- After-sales emails go unreplied, promised callbacks/emails from phone agents do not arrive.

Laptops Direct seems to be to be very apathetic to issues you have with the product after you've purchased it, and seem disorganized on top of that. All the signs so far are of a classic cowboy mail-order racket - get their money and disappear.

The Returns department has provided a pleasant no-nonsense experience so far, but I'll reserve final judgement until my credit card has a £600 credit on it from them. I wish I'd read these reviews and spent a few more quid with a more reputable dealer.

This review was modified by Rigsta on October 30 2007 04:17:17 PM

comment on review | report?

Is this review?… Helpful Cool Share