Do NOT order from Dabs.com - A Cautionary Tale...

Discussion in 'iMac' started by JS77, Jun 28, 2011.

  1. JS77 macrumors regular

    Joined:
    Jun 18, 2008
    #1
    Ok, so I got around to ordering a base 21.5 over 3 weeks from Dabs.com as they were offering a price cheaper than on Apple.com

    ...Anyway, it dispatched and I had that horrible niggling feeling that I should have gone with the 27... so when it arrived, I called them right up and asked for it to be returned (it was unopened) and that I'd like to pay the difference for a 27. This is where it went all wrong...

    To cut a long story short, Dabs seem to use a moronic customer support ticket system which NEVER assigns a ticket to the same customer support rep. So, in other words, you end up in a never ending circle of having to constantly explain your request, only for it to be replied to by a completely DIFFERENT person who has no way of seeing previous notes/emails.

    I have a an email conversation of SIXTEEN emails where I am asking the same questions, and each time, a different support rep replies with a completely different answer.

    To make matters worse, although DHL confirmed delivery, Dabs claimed to have not received the returned iMac (which "showed up" a few days later apparently...)

    And here's the real kicker... I was advised to order the 27" whilst they processed my refund so I did (stupidly). It showed delivery 1-2 days which is fine... but they didn't even have it in stock although their system did not flag this on the website or during the sales transaction.

    So, now, I have a charge on my credit card for a 21.5", a 27" and neither machine to use. :mad::mad::mad:

    I just this second sent another email and got a completely different person telling me that "once the item is booked in, the fault will be fixed" - WHAT BLOODY FAULT??????

    Seriously, I'm shocked at how bad their customer service is and now I can't order a Mac from Apple (which is what I should have done in the first place...) until they refund both orders.

    *sigh*

    So, if anyone here is planning on buying from Dabs.com... D O N ' T.

    I have no idea what to expect now. I can't believe these amateurs are "authorized" apple resellers. :mad:
     
  2. soco macrumors 68030

    soco

    Joined:
    Dec 14, 2009
    Location:
    Yardley, PA
    #2
    Not to be a pessimist, but this is generally the way of things with customer service these days.

    It'd be nice if we had a governing body that set standards for business operating in the U.S.

    We could call it the Better Business Bureau. Or soemthing.
     
  3. fat jez macrumors 68000

    fat jez

    Joined:
    Jun 24, 2010
    Location:
    Glasgow, UK
    #3
  4. JS77 thread starter macrumors regular

    Joined:
    Jun 18, 2008
    #4
    I completely forgot they're owned by BT... explains everything
     
  5. dh2005 macrumors 6502a

    Joined:
    Jan 25, 2010
    #5
    Yeah? What kind of bad experience have you had with Scan? They've always been great for me, and I've used them a dozen times or more.
     
  6. fat jez macrumors 68000

    fat jez

    Joined:
    Jun 24, 2010
    Location:
    Glasgow, UK
    #6
    problems with refunds over faulty goods
    taking ages to sort out problems
    slow delivery times
    when ordering goods that are out of stock they don't reserve the in-stock items so that when the out of stock items come in, the other items in the order are now out of stock

    At one point, the easiest way to get a problem sorted was to post it in the Scan forum at Hexus, where Scan reps would jump on it and get it sorted since it was in full public view, rather than waiting ages for their CS to get it resolved.
     
  7. dh2005 macrumors 6502a

    Joined:
    Jan 25, 2010
    #7
    Mm. That's a pity.

    I've never had to send anything back to them. I guess that's the real test.
     
  8. fat jez, Jun 28, 2011
    Last edited: Jun 28, 2011

    fat jez macrumors 68000

    fat jez

    Joined:
    Jun 24, 2010
    Location:
    Glasgow, UK
    #8
    Yep. That's the trouble with using box shifting companies. They might be cheap, but that means something has to give to keep the prices down. Usually it's customer service.

    Nowadays I use two stores. Kustom PCs, since they are owned and run by a friend of mine and Novatech, since there is an outlet a few miles from me where I can pick stuff up.

    Kustom PCs are excellent, only a small shop but they are good at ordering in hard to find items and their customer service is excellent.

    Novatech RMA'ed a drive for me to Samsung a few years back (within warranty but a good few months old by this stage) and when Samsung were taking too long to replace it, gave me a replacement from stock instead. I couldn't argue with that!
     
  9. dh2005 macrumors 6502a

    Joined:
    Jan 25, 2010
    #9
    Very nice.
     
  10. iRobby macrumors 6502a

    iRobby

    Joined:
    Mar 22, 2011
    Location:
    Fort Myers, FL USA
    #10

    can't do that the Republicans would scream Communism
     
  11. JS77 thread starter macrumors regular

    Joined:
    Jun 18, 2008
    #11
  12. dh2005 macrumors 6502a

    Joined:
    Jan 25, 2010
    #12
    That is diiiiiiiiiisgraceful.

    Don't blame yourself, mate. Dabs are a big name in their field, and they've been established for years. You'd quite reasonably expect better.
     
  13. Consultant macrumors G5

    Consultant

    Joined:
    Jun 27, 2007
    #13
    If you want to get the quality of customer service that Apple offers, order from Apple.
     
  14. dh2005 macrumors 6502a

    Joined:
    Jan 25, 2010
    #14
    Perhaps not particularly polite, but there's more than a little truth to it.

    Apple products and services are too expensive. They plough the extra revenue into customer service. This is why they can afford to give excellent student discounts, and to pay-off grumpy customers with free iPods.
     
  15. ng7apoc macrumors member

    Joined:
    Jul 29, 2010
    Location:
    UK
    #15
    Unfortunately it seems most UK based places are going this way :(

    Did you try phoning Dabs? on their contact page there is a number listed, its worth phoning them and explaining calmly and politely your problems and seeing if they can help you out before you try anything more.
    Failing that you said you bought on credit card so your card issuer should be able to help you under section 75 of the consumer credit act

    Distance selling regulations allow you a seven day cooling off period on items bought online if you returned it within that time.
     

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