Appauling customer service (Eclipse Computers (Coventry))

Member Name: IAHackney

Product:	Eclipse Computers (Coventry)
Date:	07/08/07 (216 review reads)
Rating:

Advantages: none

Disadvantages: rude staff, poor stock indication, lied to multiple times, charged for collection without knowledge

In summary, one of the worst online shopping experiences I have ever had. Quite possibly the worst customer service imaginable. I had to send back the product 3 times in total, the sum of which is £46 and will not be refunded. The whole process has been an agonising 3 months, involving 34 emails, some of which where the staff has used a sarcastic and condescending tone.

I was purchased a Logitech g25 racing wheel for my birthday back in January 2007 from Eclipse Computers. At this point in time eclipse and pixmania were the only uk stores that had this item in stock. Firstly they charged almost £20 for next day delivery, however at least the package came on time.
Unfortunately for me it was my final year of university so I rarely got a chance to use my 21st birthday present until I finished my dissertation in April. Within a week the product failed and I spent the next couple of days phoning Logitech for a replacement, to be told in the end that I was in fact correct, it was broken, and it was up to the retailer to refund/replace the product. To start with eclipse seemed eager to help and replied to my emails within minutes. In the first email I told them that the wheel was broken (i meant in general), and then immediately sent another email explaining the exact fault (and which component that this affected). They then replied giving me an RMA number and told me that postage could not be refunded as is "return to base" warranty. This cost me about £14 to return (insured as it cost £150).
Shortly after I received a "replacement", I opened it and found it was the same product; it even had the RMA number in my handwriting on the box. They only replaced one component... and it wasn't the faulty one. They said that I told them the wheel was faulty, so they replaced the wheel unit, despite me telling them it was the gear shifter. I then had to send them just the shifter unit, I had to buy a box and bubble wrap to do this as I couldn’t use the original packaging (it was much too large). So on top of special delivery, this cost about £14 again.
They said if I used recorded delivery they would refund me the postage... they didn't.
I emailed them 2 weeks later to ask on their progress, to which they replied that they didn't have it. Fortunately due to the recorded delivery I could prove they had it... surprise, surprise, they did actually have it after all.
Another couple of weeks past before they told me that they could replace the component, and they would refund me £30 (an essential component that can not be purchased separately, with the overall product costing £150). I told them this and demanded a full refund, which was granted providing I sent the rest of the components. This would cost me another £12 or so to send, and after the last time it needed to be recorded and insured or they'd probably deny they ever had it. As I’d already spent about £30 on delivery, £15 of which was their fault for not reading the complaint properly, I asked for them to refund this delivery too. They asked if I didn’t want to spend the money, would I prefer a courier to pick it up from my house. They then did this, and for another month I didn't really hear from them until I got a refund for £129.19 for a product that cost £146.82 not including delivery. Upon asking why this was, they told me that the courier service cost £17.63. Needless to say I was under the impression this wouldn't cost me, surely I would have saved a fiver and sent it myself?

Just do the world a favour and DO NOT purchase anything from this retailer, for a product that cost £146, and almost £20 next day delivery originally, it cost me another £46 in delivery that I willll never be refunded and wasted 3 months of my life.

I have just purchased the same product from dabs for £144, delivery was next day and free.

Summary: Rude staff, refuse to refund postage on returned items and use any excuse not to refund money