Novatech - time to start paying attention.. (novatech.co.uk)

Member Name: pixwix

Product:	novatech.co.uk
Date:	03/02/09 (136 review reads)
Rating:

Advantages: Cheap prices, fast delivery.

Disadvantages: They've got to start paying serious attention to customer support - both via phone and email.

I shopped with Novatech since they started. I'm just a private buyer, so nothing that might change their share prices one way or another. Their prices were (are) competitive but I'd never had to return anything before.

My recent experience trying to buy a HD enclosure certainly changed my view. They sent the wrong unit. Not a calamity - everyone makes mistakes, and I judge a business on how efficiently it deals with its mistakes. I was happy to keep the unit they sent - an HD enclosure is a HD enclosure, though I'd have preferred it to match the earlier unit I'd bought. But it failed within a few minutes of start up - didn't take long to establish it was the external power supply.

The ensuing correspondence to arrange a replacement had me wondering if anyone was actually reading my emails - the same stock replies resulted whatever I said. Not to worry - return was arranged, though I had to post the unit, as their collection service proved difficult to arrange given the queue every time I phoned customer support. They promised to refund part of the postage (part? whatever happened to the distance selling regulations?).

And the replacement came quickly enough to be sure. Despite emails and an enclosed letter requesting they supply the unit I'd ordered (which their website confirmed they had ample stocks of) the replacement was of the SAME WRONG UNIT!!!! This time adding insult to injury with a package missing leads and software.

Like many folks with PCs, I have a drawer full of bits and pieces, so the unit was soon in operation - I was by now kind of desperate to have the spare HD I'd picked up in the Xmas sales actually in operation.

The postage refund? Of whole or part, no sign - I'm not even surprised any more.

They're fired - of course. If only because there are plenty of other fish in the sea. Pity - they used to be one of the best around.

Summary: Great as long as things go right - but when they go wrong - oh dear...