iamcal.com Since May 2000

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why ebuyer.com will lose customers

i wanted to buy a wireless usb access point, and ebuyer.com have it for a pretty good price, almost £5 less than the always reliable dabs.com.

i found the product, added it to my basket and went to the checkout. after filling out a registration form that requires a landline for your daytime telephone number (which is stupid, since i don't have a daytime landline) it told me i couldn't register. someone had already registered at my address (probably my brother) and they don't let two people register at the same address. i'm already pretty annoyed, since i've had to fill out a lot of stuff to get this far.

in the case of two registrations at the same address, it tells you to send an email to csupport@ebuyer.com. i sent a fairly irate email asking if they wanted my custom or whether i should go somewhere else. a few minutes later, i get an automated reply, telling me they no longer allow customers to contact them by email, but instead you have to use a system they call "enotes". the automated mail provides a link to the "enotes" system. i'm now even more annoyed, since it was the site that had told me to use that email address. i found the email i'd already sent and added a complaint about the site not containing timely information. so far, not a good user experience and i'm thinking the extra £5 is probably worth the ease of ordering from dabs.

so i visit the enotes system, to be told that you need to be registered to use it. so basically, i can't register because their system stops me, and i can't do anything about it because their system requires me to register to contact them. they have a customer phone line that opens from 9am tomorrow morning, but that's 13 hours away. i'm going to use dabs.com from now on.

anyone else have any bad customer support stories from Internet stores? or perhaps good customer support stories? then post them as a reply to this message.

excellent, I was right about ebuyer all along. Dont even bother trying to call the customer phone line, I was 13th in the queue for 15 minutes. That was after waiting two days for them to respond to my 'enote'..

man.. i have bought sooooooo much stuff from them... but i am the only geek in my family and i do have a landline and fortunatly i have never had to phone customer services... hmmm sorry for recomending them jess. what was it you had to call them about anyway?

i was about to order more stuff from them...


...but then again.. are dabs really any better?

Hmmm... I wouldn't call dabs.com "always reliable dabs.com" Twice I've had components from them that were of lower spec than the ones I had paid for(128Mb of RAM instead of 256Mb, and an Athlon XP 2000 arrived as a 1600). Perhaps it's just a nasty coincidence, but I have this horrible vision of some kind of small scale ripping off going on here.

On a lighter note, I've never had problems with scan.co.uk

really? i've boughts thousands of pounds worth of kit from dabs over the last three years (about 20 orders) and i've never had a problem. the one time that the couriers fucked up, dabs support was really quick (replied to my email in about 5 minutes) and they dealt with it.

Yeh, it's me who registered at our home address, sorry.
I needed to reg with the billing address of my Switch, otherwise I would have regged using uni address.

not your fault - just bloody ebuyer

we're both registered on dabs from home aren't we? i think mum is even registered at dabs. now that's hardcore

that was my problem with ebuyer. they wouldnt let me use my uni address for deliveries because my switch card isnt registered here... i seem to remember a certain cousin of yours telling me i should register my card to my uni address and therefore its my fault. But why register a card to an address you only live at for 24 weeks before it changes again for another 24 weeks when you can just get dabs to deliver wherever you want? hmm, eh?

eBuyer suck hairy monkey balls. They have bastard policies about only delivering your first order to the card address, they owe me a stick of RAM that WASN'T included in my mashed delivery.. mistreated boxes, and their sucky delivery company (CityLink) delivery when THEY feel like it. No matter how tempting it looks, never, ever ever buy from eBuyer.. the reason they're so cheap is because they SUCK in everything except price.

is scan.co.uk still the place to buy cheap stuff from then? what's the concensus?

I like eBuyer =]

I think the deal with eBuyer is you have to have the first order delievered to your billing address, after which you can register a new address for shipping, but only if you fax it into them along with a signed statement saying it's actually your address, or some stupid crap like that.

Incidently, I only ever bought one thing from eBuyer, and it was broken.

what did you get?

No - once they have delivered one thing to your home address you can change it to deliver to any address you like.

well that's fucking stupid

exactly. I think they're paying grim to do their PR.

Thats prolly so they can send the boys round when your credit card is cancelled.

Ebuyer.com are really good. I bought some new pc bits last month (mobo, cpu, ram etc) - saved about £20 off dabs.com, and when it was sent a day late, i got £10 cash back. When i've used Dabs.com, it's been a week late with no compensation....

Ebuyer.com are really good

have you read anything that other people have said? ebuyer are clearly shit.

Agreed.

The only one account per address thing is so stupid -- my husband spoke to them about it (a while back, when you could contact them) and even their customer service guy said it was a stupid policy.

One account per address, stupid or sensible? If you've worked for a company, especially a computer related business, that has online ordering you might see it as a good way to combat credit card fraud. All business takes precautions to protect themselves from theft, this just happens to be Ebuyers way.

If it was such a major problem why didn't you ask your brother if had registered and if so get him to order it?

I've been using Ebuyer for around a year now and found them nothing but helpful, with the Enotes system working really well. I've had the odd problem - an order held up by mistake, delivered next day after chasing, free of charge. Any faulty goods I've had, and there have only been around three, have been returned with absolutely no problem for either refund or replacement.

It is a shame that the consumer attitude of I want it yesterday and on my terms or I'm going to scream and scream until I'm sick seems to prevail on this issue.

As for scan.co.uk I had to threaten them with bankruptcy to get a £700+ refund made to my credit card, a dispute that took over five months in total. So are they any good, have they improved? No idea I've never been tempted to use them since.

Broken boxes/damaged deliveries turning up shouldn't be accepted. If you accepted it well....

Online shopping is never going to be the same as buying something face to face in a shop. By their nature 'online only' retailers are trying to provide low cost goods and/or services, and to do this they have to cut back on costs. Having low staffing levels is usually does this.

While your entitled to your opinion as we are, just because Ebuyer hasn't lived up to your expectations, it has for me and, as shown by others on this site, for others.

We are not the ones to whinge on to, send a polite Enote to Ebuyer and I'm sure they will take onboard what you have to say. Send them a impolite Enote and I think they would will you to take you business elsewhere.

Oh and by the way, I don't work or have a vested intrest in Ebuyer.... I'm just a satified customer.

"We are not the ones to whinge on to, send a polite Enote to Ebuyer and I'm sure they will take onboard what you have to say. Send them a impolite Enote and I think they would will you to take you business elsewhere."

did you read anything i said - I CAN'T CONTACT THEM

and just because my brother and I live at the same address (although we don't - he is actually at univeristy) it doesn't follow that he would be able to buy anything. he can't ncessarily afford to buy what i need to buy.


"It is a shame that the consumer attitude of I want it yesterday and on my terms or I'm going to scream and scream until I'm sick seems to prevail on this issue."

You are missing the point, and it's a shame. I am a consumer, they are a retailer. They need my custom, not the other way round. if you think wanting to actaully be able to order something, or indeed contact them is "screaming and screaming" then you are clearly deranged. people have a right to demand some level of customer service, and clearly i can't get ANYTHING from ebuyer, despite my attempts.

the point of this whole thing isn't that ebuyer are incapable of filling an order (you've ordered thing from them - well done to you) but that when there is a problem they are unable to solve it.

the bottom line is that i am the consumer and it is up to the retailer to make me want to buy from them and not one of their competitors. in this case (and for at least a few others here), ebuyer have failed in their obvious objective of getting custom.

what is your point? that i'm whinging? why shouldn't i? i wanted to be able to make a simple order and after an hour of digging, found i couldn't - is something here not obviously wrong?

Maybe you guys should check out my website?

www.ebuyerdotcon.co.uk

Cal, if you could forward me your complaint I'll add it to the growing list for February.

it seems i'm not alone then. good site

i've forwarded my complaint to you

I agree with everything that cal says.

About a year ago I ordered a ATI vga card, the spec. advertised on the site was not what they sent me. It took a month of arguing (and calls to trading standards) to get my money back. And they didn't even offer an apology at any time.

I then decided to give them another try last month, I needed a cheap case and against my better judgement ordered one from them.

It turned up smashed. I ordered another and RMA'd the first, no refund, no reply to enotes.

I've told them in my last enote to POKE the money, it's only thirty quid and I really can't be assed with it any more. THEY WON'T BE GETTING ANY MORE OF MY MONEY!!!
My advice go to micro-direct. Excellent customer service, very efficient and helpful.

EBuyerDotCon: Wow, I'll have something to contribute to that site.

while i have have good service from ebuyer imust have been lucky
but i do all my trade now from easytrader they are so polite yes you talk to humans with a funnt accent mind you think its yorkshire but they are so helpful they phone you if any problems and email all the way their prices are better than ebuyer and they have real people how like to talk to you
and anything over£100 is free delivery why go to ebuyer?

i can't find the site for easytrader - any ideas?

www.easyetrader.com

Well i have been doing business with EBUYER for a year now, and ive had some good buys and a few problems. So im going to give an unbiased opinion and some examples of problems ive had and how they were dealt with.

I think theyre website is a piece of piss to navigate round, its maybe because im an advanced computer user.

TEST BUY ONE

I ordered 100 x 256MB PC100 SDRAM

When i received them and tested them on my test machine none of them worked, on the website it said please note they are only suitable for AMD systems. Well my system is an AMD system and they didnt work. So i requested a refund through RMA request and i got a RMA number with no problem, i sent the items back via recorded delivery, the refund was sent to my credit card no problem whatsoever.

PLUSES

Gave me an unconditional refund to my credit card
Fast turn around

MINUSES

Had to pay to send faulty items back
Suitable for AMD Systems, MY ARSE !!

TEST BUY TWO

I ordered 10 x 128MB PC100 SDRAM

Three of those were faulty, so again did RMA Request for replacements this time. Got RMA number no problem whatsoever. Sent the items back via first class post to cut down cost of returning.

10 days later no return of 3 replacements, added an e-note, a week later got a reply saying they had not received, can i give them proof of delivered acceptance, of course i couldnt because i had not sent them recorded delivery this time.

TIP: ALWAYS SEND YOUR ITEMS RECORDED DELIVERY, YOU CANT PROVE THEY ARE LOST ELSE.

PLUSES

7/10 Memory Modules worked
Got an RMA number fast and without problem

MINUSES

3/10 Memory Modules didnt work
Conveniently lost my 3 memory modules in the post
Offered £5 if i could prove i sent them (no chance)
Left £33 out of pocket

TEST BUY THREE

I ordered 10 x 128MB PC100 SDRAM

When i opened package and found only 8 modules not the 10 modules i ordered, i issued an e-note, 5 days later got a reply saying that they weigh theyre items and the weight proved to be correct, and they said they would investigate this with their dispatch department and if need be contact the police.

Well all i can say about this is some of the modules had chips on only one side, and some of the modules had chips on both sides, so how can they determine how many memory modules there are by weight alone, surely the weight of the modules would be different with respect to the number of chips.

PLUSES

Got quite a quick reply via E-note

MINUSES

Received 8 not 10 Modules ordered
Items that are slightly different do not weigh the same, try bloody counting them next time.
E-Note got conveniently deleted because you can only have one E-Note active at the same time.
£22 out of pocket through no fault of my own.

I hope the three varied problems above highlight that sometimes their customer service works and sometimes it conveniently disappears, im a lazy person and just cant be arsed to fight these internet companies so for that i suppose ill remain £55 out of pocket with EBUYER for as long as i live.

Well i have been doing business with EBUYER for a year now, and ive had some good buys and a few problems. So im going to give an unbiased opinion and some examples of problems ive had and how they were dealt with.

I think theyre website is a piece of piss to navigate round, its maybe because im an advanced computer user.

TEST BUY ONE

I ordered 100 x 256MB PC100 SDRAM

When i received them and tested them on my test machine none of them worked, on the website it said please note they are only suitable for AMD systems. Well my system is an AMD system and they didnt work. So i requested a refund through RMA request and i got a RMA number with no problem, i sent the items back via recorded delivery, the refund was sent to my credit card no problem whatsoever.

PLUSES

Gave me an unconditional refund to my credit card
Fast turn around

MINUSES

Had to pay to send faulty items back
Suitable for AMD Systems, MY ARSE !!

TEST BUY TWO

I ordered 10 x 128MB PC100 SDRAM

Three of those were faulty, so again did RMA Request for replacements this time. Got RMA number no problem whatsoever. Sent the items back via first class post to cut down cost of returning.

10 days later no return of 3 replacements, added an e-note, a week later got a reply saying they had not received, can i give them proof of delivered acceptance, of course i couldnt because i had not sent them recorded delivery this time.

TIP: ALWAYS SEND YOUR ITEMS RECORDED DELIVERY, YOU CANT PROVE THEY ARE LOST ELSE.

PLUSES

7/10 Memory Modules worked
Got an RMA number fast and without problem

MINUSES

3/10 Memory Modules didnt work
Conveniently lost my 3 memory modules in the post
Offered £5 if i could prove i sent them (no chance)
Left £33 out of pocket

TEST BUY THREE

I ordered 10 x 128MB PC100 SDRAM

When i opened package and found only 8 modules not the 10 modules i ordered, i issued an e-note, 5 days later got a reply saying that they weigh theyre items and the weight proved to be correct, and they said they would investigate this with their dispatch department and if need be contact the police.

Well all i can say about this is some of the modules had chips on only one side, and some of the modules had chips on both sides, so how can they determine how many memory modules there are by weight alone, surely the weight of the modules would be different with respect to the number of chips.

PLUSES

Got quite a quick reply via E-note

MINUSES

Received 8 not 10 Modules ordered
Items that are slightly different do not weigh the same, try bloody counting them next time.
E-Note got conveniently deleted because you can only have one E-Note active at the same time.
£22 out of pocket through no fault of my own.

I hope the three varied problems above highlight that sometimes their customer service works and sometimes it conveniently disappears, im a lazy person and just cant be arsed to fight these internet companies so for that i suppose ill remain £55 out of pocket with EBUYER for as long as i live.

Up the REBELS!!!

Whit??

I've had a fuckload of problems with DABs. Prompt e-mail responses my arse. I had a pooter component drop off my order in suspicious circumstances, emailed DABS - no reply. for a week. Phoned their line, 46th in their cue!! waited till 15, dropped the line... tried again 30th in the cue got to 15, dropped the line. snet a few emails threataning gassing them up to PCPRO or some such magaine and got a reply - which wasn't at all helpful.

Ebuyer - I have two people in my flat registered no problems, but i've been registered for a while. I've had to write a couple of enotes and got replies in a few minuites. However, my one reservation is that some of the value components they stock that are their own brand aren't up to spec, I had a 512Mb 133Mhz stick off them that could only do 126Mhz... RAM seems to be their weak point. I've also had a falty GFX card off them, but had a new one delivered to me within a week.

It's all swings and roundabouts. you can find people with positive and negative experinces of all online traders

Does anyone remember the old look Ebuyer.com

If you checkout the easytrader website, as stated above, they are very very similar, the only difference is the colours. Not only that, a few things are a bit coincedental.

ie. Both are in sheffield.
They both use PO Box addresses aswell as 0870 numbers.
(The PO Box addresses are just a few digits out.)

Just my opinion, but does anyone else think they are one and the same, or has one been copying the other.

interesting stuff. don't think i'll be buying from easytrader just in case :)

besides, i do most of my shopping on ebay ;)

I have used easyetrader on many an occasion since having bad experiences with both Ebuyer and Dabs, No problems at all with easyetrader fast, courteous service and if you phone them you can actually talk to a human being within a few minutes, none of this enotes rubbish!

Had 1 RMA with them, Faulty hard drive, had a replacement back within the week! top scores all round so far.

I too thought they might have been something to do with Ebuyer, but I found this info which put my mind at rest, then again the service certainly showed me they cannot possibly be anything to do with the Ebuyer shower!

Whoops! Forgot the address....

homepage.ntlworld.com/perfect.lady//easy...

I totally agree, eBuyer are totally useless in delivery and packaging. Once i bought 10 AMD Athlon XP CPU's and all 10 had been parcel taped to a sheet of cardboard box so you can imagine i spent about 30mins peeling off the sticky tape and bending the CPU pins in the process because the tape was so strong. I have in total placed around 20 - 25 orders with eBuyer and around 5 of those orders arrived on time. I WILL NOT BE ORDERING FROM EBUYER AGAIN.......STEER CLEAR.

check out my site guys, the gits are now threatening to sue me!
www.ebuyerdotcon.co.uk

Unless you can prove that everything written on your site is true, then they have a right to sue you.

hhhhhhhhhhhiiiiiiiiiii

haa hhaa

u dicks

I had the same trouble with ebuyer, so sacked em off. They only seem to listen to you when you spend a shitload with em. I found a small company in Manchester about a year ago called Space Computers and they are quite good. I wanted a few Athlon 64's, which thye dont usually stock, but htey said they can get stuff to me withiin three days, and they did.