Advantages Reasonable product range, reasonable prices
Disadvantages Poor customer service, Bad communication, Worse relliability, Awful website.
I went to buy (3 days ago) a pair of 500gb WD HDDs from Eclipse Computers, I created an account, filled in my address in the "Your Details" section of the website, and proceeded to place the order with "Next Day" delivery, I was asked for the cardholder details on the "Your Details (Cardholders details only)" page - which I filled in (A different address to the postal address). Finished the order using a credit card.The "Next Day" (about 24 hours later) I recieved an email notifying me that there was a "Problem while processing your order". I got no more information than that, that was it. The only contact details I had were a series of email addresses and a Non Geographic Number (08xxx....- these highly irritate me because it costs the company money to own one, and me money to call it from my mobile, what a nonsense...). I call up as instructed to, and then find out that there was a problem processing my card due to me entering a number incorrectly (ooops..). Why this was not made obvious the moment I placed the order I will never know, and how they were planning on getting the order to me within 5hours if they were only just processing it also remains a mystery. Anyway, I correct this, and the order is due to be dispatched that day, to be with me the next day, acceptable...
The next day I call up (again the NGN number) to get a tracking code; which they have, but don't put up on your account (... Helpful....). I put the tracking number into Parcelforce's website, and am told that the package has been delivered, to a totally different address. So, time for the THIRD call, it turns out that the customer-service representative has given me the wrong tracking number, I get the right one, enter the new one into the Parcelforce website, and find that it is being shipped to my billing address, not what I thought was my postal address. (On a side note, this is particularly annoying for me because no-one is there, so I will have to sort that out too, not to mention the extra time it will take me to get to that address to collect the parcel)It turns out that they refuse to post anything anywhere but the billing address (unlike every other website) and don't actually stipulate this on the website. The address that you put on the website has nothing to do with... anything... shipping or billing. The site contains no FAQs on anything, and doesn't explain what it is asking you to do. The customer service team make mistakes, I just don't have the time to be dealing with this sort of service.
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|Purchase tracking function|
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