This could be long but I am so appalled by the replys I've had I need to check if you guys think this is odd or not?
So i bought a buggy board back in October, it's quite a good one which you can attach/detach a seat too. I had a newborn and a 2 year old so very handy.
Anyway after just over a month the wheel started wobbling so badly it was getting hard to push and was so noisy - you know like a wobbly trolley, pretty annoying.
All communication I had done prior to buying this board was on their facebook page - it was out of stock for a while so kept asking when it would be back on. They actively encourage customers to post pictures etc on their facebook page.
So, I wrote on the page asking what could be done about this wobbly wheel, they wrote back 'try swapping the wheels over'.
I lived with the wobbly wheel for a while as I couldn't find the tools that came with it to switch wheels. Anyway my husband got so annoyed with it the other day we had a massive search for the tools found them, so I switched the wheels over on Saturday morning. Spent all day Saturday out and about with the same problem, a ridiculously annoying wobbly wheel that was very noisy.
Now this company had been posting posts all day about some new board they had just recieved that day which had reminded me to switch the wheels and test it out. So, Saturday evening I post this onto their facebook page -
'Hi I asked you about a wobbly wheel a while back and you said to switch swap the wheels. I've now done this and it's still very wobbly and extremely noisy. Do you have any washers or anything you can send to me? I've only had it for 6 months and it's been doing it for three of them' - ( i understimated this, it's been longer)
They replied 'Which 3 months has the wheels been rattling 1st 3 months or 2nd 3 months)
I tried to reply, couldn't - later found out they'd deleted my post.
I wrote on their facebook page.
'I don't know where my last post has gone, anyway it's the last three months'
They replied - 'maybe you should of(sp) PM me seems a bit sick trying to ruin our launch'
I try and reply. It's been deleted so I direct message them (didn't even know you could do this)
'What a complete overreaction? I'm 'sick' for asking a polite question about an issue I have? If you're going to have a facebook page you can't be deleting questions about your products, the whole point of having a facebook page is to be open and accessable to your customers/potential customers. I actually can't believe how rude you've been. I have a 6 month old and a toddler so haven't actually had time to contact you. Your posts today reminded me to contact you, hardly intentially trying to sabotage your 'launch' - please get a grip. Now can you please give me some advice on how to fix this wobbly wheel as it's still in guarantee. This happened before with my Bugaboo and they were able to send out some washers. This is a reasonable question don't you think'
They replied 'send me the board back and i will credit you for it, and paypal reciept and date of purchase'
I replied 'Is there no wy of having it fixed, with washers? Has this been an issue for anyone else? I don't really feel comfortable sending the item back after the way you've spoken to me already, I'm sorry, I'm just not sure about the ethics of your company anymore'
Them 'Who are you to say that about our company, who the hell are you?
Me 'Well after the way you've spoken to me how am I to know you'll stick to your word, do you really have to talk to me like this? Your reply has just confirmed my worries' and 'Jeez, I have recommended your product maybe 10+ times and written your website down for these people on the street I'm not out to get you for god sake'
Them 'I'm offering you a refund on a 7 month old product no one else would do that i can promise you. I don't know what you want from us'
Me ' I just want a product that works, things break, I've already told you my Bugaboo wheels went wrong. It's okay, all you need to do when these things happen is try and rectify them not be horrible to your customers.
I will look into sending this back once i've checked poastage'
They reply 'you sent me a mail in November about the wheel, I replied straigh away. Why have you not contacted me again since'
Like I said I've been busy with a now 6 month old and 2 and a half year old.
I say this and add ' You really think I'm out to get you don't you Have you been drinking or something because I'm utterly shocked at the way you treat your customers'
(this conversation was happening at 9.30pm on Saturday night, I thought it a bit odd they were replying at this time.)
They then reply 'I really don't have to listen to your insults, send it back. I can assure you I bend over backwards to help my customers. This is my last mail to you'.
Reading it back it's all very petty and silly but annoying when you spend £85 on a product and get shit customer service along with it. It is shit customer service isn't it or am I being silly? Sorry it's a bit long!
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To think this is the worst customer service going?? Bit of a rant.
52 replies
mummratheevertired · 24/03/2014 21:52
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