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I
have also had major problems with Savastore.com (AKA Watford Electronics)
To cut a very long story short I bought a cordless mouse
for my brother for xmas. On trying it on boxing day he found that it does
not work properly.
Having emailed them twice (from a slightly different address to that from
the one where the orer was placed) I heard nothing. In the meantime I
have sent over six emails, requestinga reply. Called numerous times only
to be put ina qeue that was never endind and remained in '3rd place '
for over an hour before giving up.
Also spoke to sales who put the phone down on me. Last but not least over
a week ago I sent a final letter of complaint - recorded delivery stating
that if I did not get a reply I would take matters further. I still have
not had a reply and this is well over two weeks ago. Full details of emails
and correspondent dates are available.Please help! Kairen lewis
...18 February 2003
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Savastore.com response on 27 February 2003:
Dear Sir/Madam,Thank you for your email enquiry and many apologies
for the problems you have encountered, please could you reply with your
customer account number, order number, or postcode where the items were
purchased so I may progress your enquiry. Also if you could included a
brief fault description and if you would like a replacement or refund.
Regards Neil Ward, Technical Support Manager - Savastore
Editor: Ms Lewis supplied the requested details and Savastore
has apparently acted swiftly to rectify the situation.
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SavaStore are pretty competitive, but I
can understand where your coming from. I placed an order
that never arrived. 3 days after my dispatch note was sent via e-mail,
I replied to that e-mail asking about my goods. I had no soon sent my
e-mail, when I recieved a telephone call. I was advised by a female member
of staff to ignore my dispatch note date because it was wrong. She then
went onto say that there was postal trouble with Royal Mail. I was told
not to worry because it had been sent. A further 3 days past, no goods
so I rang them. This time I was told that it had been dispatched on the
day I had recieved my dispatch note. I was advised that I had to wait
10 days before anything could be done. 10 days past still no item.
Then I started to bomb-barded savatore with e-mail after e-mail day after
day because after telling me a replacement was forthcoming. Which never
arrived all my e-mails were ignored. Luckily I had placed my order with
my credit card and informed my card company of the problem. Within days
of informing my credit card, savastore credited my card for the item which
I never recieved. But it took 4 weeks to resolve. Peter Ryan..25
April 2003
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I am having an on going problem with Watford
Electronics. I have purchased a PC from them in August
last year with a five year warranty, one year on site. My hard disk is
faulty and i am trying to contact them to get it replaced(fixed) I cannot
get through on the support line as it is constantly busy and their suggestion
of e mailing ts@watford.co.uk is a joke as they do not reply. I have now
sent 5 e mails and been trying the phone for six days to no avail. I would
not deal with this company again as i beleive that any company is only
as good as it's support. Neil Taulor..28 April 2003
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I too had problems with Watford Electronics
Ltd, trading as Savastore, earlier this year. Having tried
long and hard to locate a particular CPU compatible with our motherboard,
my husband was told by Watford Electronics that they had stock. He checked
repeatedly that it was the right part and they assured him it was. When
it turned up it was wrong. After an hour hanging on the phone for their
Customer Service Dept., my husband arranged to have the part collected
and our money refunded. Watford also offered to find the correct part
and call us with a price.
Several days later, a parcel arrived from Watford - the same - WRONG -
part again. Another hour on the phone waiting to speak to Customer Services
followed, only to be told that we had requested a direct replacement be
sent out! No explanation was offered as to why we would want the wrong
part sending a second time. It was returned.
Then came the battle to get our £197.43 back. Despite numerous letters
and phone calls, all met with excuses, this dragged on for nearly forty
days.
My advice to anyone with a similar problem with Watford Electronics would
be to resolve it as we did - write a letter requesting your refund, making
time of the essence and giving seven working days for the money to be
refunded, or you will pass the case to Trading Standards. It certainly
made them jump for us and we got our refund immediately. Amanda
Bromley ... 30 May 2003
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I have had exactly the same problems with
Savastore (AKA Watford) as Kairen Lewis (18 February 2003)
and with the same product too ( a faulty Microsoft Optical Wireless Mouse)!
Savastore's Web-based returns application does not work, you get no response
from telephoning "Customer Care" - so you are left with e-mail.
And I have e-mailed 17 times to all parts of their company.
When I did get several conflicting responses, I requested clarification
and was finally told to contact the manufacturer at www.microsoft.co.uk!!!!
That was the most unhelpful response ever.
I challenge any reader to look at the microsoft website and find a non-software
product returns helpline. In the meantime, more e-mails to Savastore have
gone unanswered. Maybe their plan is to do nothing and wait until the
12 month warrenty period expires.
An awful experience. I must have wasted a half day trying to return a
produce that cost less than £30. Trouble is, my experience appears
far from unique.
A small claims court application will be next, just to exact some sort
of satisfation.
Paul Monaghan... 6 June 2003
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Watford Electronics / Savastore's sales
line was open on bank holiday (26 May 2003) allowing people
to get on the queue while there were no agents taking the calls. At the
same time the recorded message would urge you to stay on the line and
nowhere they did say the call was 7 pence per minute. I stayed on the
queue for 2 hours hoping for someone to answer, 1 hr of which was as number
1 on the queue !!! Watford Electronics owe me £9 for this phone
call and deserve all future customers to be warned not to go there as
they will be dealing with th***s!!! Savastore, I am awaiting for your
reply, my phone bill is waiting too!!!
Dimitar Valkanov ... 18 June 2003
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Hi, I've also ordered from Watford Electronics
in the past and had problems, however this isn't my reason for writing.
Recently my last 5 orders have all been on time and complete, very good.
However my sixth order didn't arrive and upon contacting Watford the matter
was resolved within two days with the replacement item coming through,
which would suggest some improvements have been made.
John Charity ... 27 August 2003
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I have used Watford Electronics and then
Savastore for a number of years without any problem finding their service
excellent and their prices competative. In May 2003 I
bought a customer configured desktop computer for them which didn't work.
A long catalogue of poor response and wrong action followed with me becoming
frustrated to the point of contacting the credit card company (who are
taking action).
I received the machine back repaired but find that the bundled operating
system requires electronic registration within a month. The machine I
bought has no modem as I have no intention of using it on-line. Knowing
that to be the case why did Watford deliver this particular version of
the software.
Getting a working computer has cost me hours of my time, over 20 to return
goods which never worked plus endless frustration, and I still do not
have a fully useable computer. Future purchasers reading the Watford Savastore
guarantee should realise that, in my case anyway, it
is worthless.
Rod Smith .. 27 October 2003
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