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Dabs please advise best action i should take


Markyb77
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please read te below and advise me my best route of acton, at present ive just been emailed a credit note from dabs and not a refund. What the best way to put pressure on dabs to get my money back

Paul

 

I find this email another lack of a response, I was told I would have an update previous within 48 hours which never happened. You now come up with "I suspect that there may be a customs issue" you wording being suspect, as in you don’t know and the "truth" is the return is still "lost" between you and UPS

 

As I work in customer service myself a bit more honesty and a honest account of what happening with your investigation would be much more appreciated. I would amazingly have probably been a bit more patient if you had been. But I don’t understand and I would love for you to answers this. Why do I have to wait for a refund when the problem is not related to me in anyway. I returned the laptop by the means requested by yourself. You can see it was picked up the day entered into your system so I have done everything correctly my end.

 

I cant understand why I cant be refunded my money? Please can you explain this. How long exactly does this have to go on for now till you decide it as quite obvious you or UPS have lost the return. In my line of work if we held customer money for this long with no real reason, we would be pursued with legal action by now

 

If I had picked my own courier to send it back then I understand it would be my responsibility till it was received back. But I used UPS who where provided by yourselves.

 

In your response to it being a customs issue I disagree as if you look as the last message it was advised it was in transit. But even if it was a custom issue why haven’t this been advised by UPS and only coming to light now??? Your address was on the parcel and I can't imagine it taking 2 months to contact you or a reason why even it would be stopped by customs.

 

As I previously advised I have forwarded this case to our local media, as after two months please give me a justification why I shouldnt have. I have copied in my contact at our local media so you have still time to resolve this till they put there story together. If you believe my action unfair I would again love your response to why. Again I look forward to your response

 

Regards,

Mark Bisson

 

-----Original Message-----

From:

Sent: 19 June 2007 14:42

To:

Cc:

Subject: RE: FW: RS1300 dabs.com Your Returns Authorisation has expired. (#8744-75193836-4362)

 

 

Mark,

 

We are still trying to ascertain the details of the situation with the courier and I suspect that there may be customs issues involved. However as previously advised I will ask the Courier Team to try and obtain a resolution to this as soon as possible - the only difference now is that we have already given UPS time to investigate and so we are able to apply further leverage.

 

Regards

 

Paul Shencoe

Customer Services Supervisor

 

 

 

-----Original Message-----

 

Sent: 18-Jun-2007 22:38:14

Subject: RE: FW: RS1300 dabs.com Your Returns Authorisation has expired. (#8744-75193836-4362)

 

Hi

 

My mum who you work with, said I should contact yourself in

regards to a long ongoing problem I have with Dabs.com. I brought a laptop

from them back in mid march this year.

On receipt of the laptop I started up to find I had a dead pixel, I made

numinous attempts to get this addressed by dabs. But because of a Pixel

tolerance it was not deemed as a defect and they wouldn’t help in anyway.

A few days later i luckily that the spec of the machine did not match what

was listed on their web site. Further email to dabs they replied that

because of error they would take the laptop back and refund me.

Dabs sent me a email where via their website I booked the laptop to be

picked up by their courier UPS. I gave some time for it to be delivered back

as in some Xtreme circumstances parcels can take up to a month to reach

their recipient. But it was more down the work constraints and at the time

not the need for the money refunded straight away I was letting the problem

resolve itself.

It got to the 4th of may and I decided that it was to a point where the item

should have been delivered. At this point I decided to contact UPS who

advised me that they would investigate and come back to me.

This was never done and due to the staff who deal with their inquires being

off ill I wasn’t offered much help to my problem and advised to contact back

when the staff member was back form sick leave.

The member of staff finally got back from sick leave and she advised me that

the investigation regarding my parcel had been closed at the recipient end

and dabs had received my return. They had received the item a few weeks

earlier I don’t remember the exact time she said.

At this point to UPS advising dabs had my return I contact them to advise

this and any problems to contact UPS. The reply I had from dabs was to

advise me that the parcel was not received and to obtain proof of delivery.

This was the point where I had enough of being the middle man between dabs

and there courier UPS. I asked them to one contact UPS direct or give me a

contact number and I would get UPS to contact them to resolve the matter.

Now after contact there courier support and emailing there customer service

manager I have had responses where they say they will get back to me in 48

hours to no real reply.

As it a matter between UPS and DABS I really can't understand why I'm not

refunded my money as I'm not at fault for the problems. I have given them

plenty of time and more to resolve the matter and I really don’t know what

action to take now as I want my money back. Its obvious one of the two have

lost the parcel and they are just working out who to blame and I am caught

in the middle.

I really hope you can help me with what action to take next on this horror

story, any help be most appreciated and I look forward to your reply.

 

Regards

Mark Bisson

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