| Product: |
Index Extra |
| Date: |
31/10/00 (36 review reads) |
| Rating: |
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Advantages: was easy to order and see goods online
Disadvantages: customer service was well hidden, possibly with my pram.
Index…what are you doing? After a month of trying to get a replacement buggy, and always being told mine was out of stock I decided enough was enough.
I emailed the company direct and explained everything as I had all the other previous fifteen times when I had telephoned, I needed a pram, when would it be in stock and how disappointed on the whole I was with the company.
In fact I was such a bad complainer I even apologised for my manner, I was just sooo fed up with being passed from pillar to post with no result. I was the type of customer I would have hated to deal with.
Well. I’m not saying tantrums work but…….I was surprised to receive a reply in less than two hours, and a replacement pram 45 minutes later!!
For some reason when you order online it all must come from one warehouse and if it is out of stock, they do not see if a store near you has one available, (why I will never know) you have to wait for it to come into stock. It only took ten minutes to discover a store thirty minutes from where I live had two in stock, and one would be sent to me that day.
So, why was this not possible in the morning when I telephoned an operator to be told I would have to wait 3-4 weeks? What changed? When are index going to review this? As soon as I have answers I will update you all.
The pram arrived today, Hurray we have wheels again!! But, just an after note, the company has said as a goodwill gesture they will not charge me postage and packaging….erm……was I not charged this already when I ordered the pram in the first place, which had to be replaced due to bad workmanship? I do so tire of companies who let us believe we are getting something for nothing and think that will keep us quiet. Well Index, bad luck Dooyoo has arrived so you had better buck your ideas up!.
Summary:
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Last comments:
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- 14/07/01 Good op - thanks for showing us that Index are another company that can instantly reverse a decision when you complain effectively. My experience with BT was similar. It makes me wonder why they can do it when people complain but not at any other time. Obviously it is something they are prepared to think about so why not think about it all the time? |
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- 26/04/01 I've had trouble with Index Extra too, I won't go into it but I really wish they would communicate! |
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- 06/11/00 It just shows, sometimes it pays to complain! I always fine it helpful If I tell the assistant what I want them to do and not just leave it in their hands. |
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