Thursday, February 3, 2005

Is Ebuyer really rubbish?

I've never had a bad thing to say about Ebuyer, until now. As you may know I have been trying to order a laptop from Ebuyer for over a week now and have had nothing but problems. Firstly, my card kept being declined so I tried another one and had the same problem. I contacted my bank who said there is no issue, not declined replies have been sent out at all which would indicate no attempt to charge the card was ever made.

I thought that it might be a problem with the Ebuyer system since the payments are taken automatically, that is unless they have someone sitting there processing orders all day and night. Once I started having problems on other sites, I thought it might be a problem with a core banking system, especially since a few other people I know were having problems.

The next step was to open a ticket with Ebuyer, to request that they take payment manually as I required the laptop as quickly as possible. I opened the ticket early on Wednesday 26th January and the ticket was not even looked at until I got a reply on the morning of Wednesday 2nd February. That is not acceptable. Why did it take this long to reply?

Ebuyer states that the delay is due to a queue that built up over the Christmas period. There is a simple solution to that problem, ensure some staff that would like to work, are working. The other problem is there there is no telephone support number in operation now, so everyone is having to use the ticket system regardless of query or issue.

I could of course call one of the numbers that have been published in various places, but at the moment I don't have an open order because it has been cancelled. I'll have to wait until tomorrow now to place a new order. I am really not happen about the amount of time I have had to wait for a reply to get a simple issue sorted out. I was told that my order would be processed manually but instead it has been cancelled. Not only is there a lack of communication, the information that is provided is misleading.

Ebuyer need to sort a few things out, else they will start loosing customers who until recently in some cases, have had no problems at all with the service provided by Ebuyer.

I could of course take my money to another supplier, but Ebuyer provide some of the best prices so I will attempt to order again tomorrow and see how it goes. I'd do it now but I forgot my cards today so will have to wait. I'll post an update tomorrow, when I know if the payment goes through or not.

Post ID: 652, posted by jase at 05:06 PM
Permalink | TrackBack ID: 625, (0) | Category: Personal | Google Search
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