Review Time
Complete waste of time. They do not honour their price matching policy at all. Beware!
Two directly comparable products for specification and they just regurgitated spiels from Google which is untrue. Treat your customers with respect and knowledge, or just say you do not price match! DO NOT LIE TO YOUR CUSTOMERS.
I've been trying for months to reach a real person in support, but all I encounter are chat bots, ineffective phone options, or a costly online technician service. Even with a Premium Support Warranty that should cover my issues, I can't get a technician to address my overheating and keyboard problems. Instead, I'm pushed towards a £1.00 online service that leads to an unwanted £35.00 monthly subscription. This situation is completely unacceptable from a company I've relied on for years. With my warranty expiring soon, they expect me to renew for more of the same poor service. I cannot recommend this company anymore. I want a technician to come to my home to resolve these issues, or they are failing to uphold their contract. The reputation has clearly declined significantly.
Like many others, I feel compelled to give the company a low rating. I recently ordered a laptop from their outlet website, only for it to be cancelled a few hours later without any communication explaining why. I assumed the item was no longer available due to someone else purchasing it. Later, I noticed the same laptop was back on the site, showing the same tag number as my initial order. I placed a second order, which went through smoothly, but this morning it was also cancelled, and the laptop was listed again. I decided to try a different payment method, and again received confirmation of my order. However, just a few hours later, that order was cancelled too. Now, I have three cancelled orders, with payments having been processed for all. The site claims refunds will be issued within 7 business days, so I hope that is true. I've received no communication from the company regarding the cancellations. The chatbot is unhelpful, and speaking with a real person during business hours yields no better results. Having used their products for about 15 years, I’ve noticed a significant decline in customer service since my last purchase. The negative reviews on Trustpilot reflect this trend. It seems that customer satisfaction is no longer a priority. It's time for me to consider switching to a different manufacturer.
Like many others, I feel compelled to give the company a low rating. I recently ordered a laptop from their outlet website, but it was cancelled a few hours later without any explanation. I assumed the item was sold out. Later, I saw the same laptop available again and placed a second order, which was confirmed. However, it was cancelled the next morning. I tried a different payment method and placed another order, which was also confirmed, only to be cancelled hours later. Now, I have three cancelled orders, and payments for all were processed. The site states refunds will be issued within 7 business days, so I hope that's true. I've received no communication explaining the cancellations. The chatbot is unhelpful, and even speaking with a representative during business hours yields no better results. After 15 years of using their products, I've noticed a significant decline in customer service. The negative reviews reflect this trend, indicating that customer satisfaction is no longer a priority. It's time for me to consider switching to another manufacturer.
I have encountered the worst customer service recently. There was no communication regarding issues with my order. They repeatedly promised to call back but never did. I spent hours on the phone trying to resolve the issue, being bounced from one representative to another, and having to repeat my story each time. This situation has put me in a difficult position, as I could have found alternative laptops during the sales period, but their delays caused me to miss out. My son has been preparing for exams, and this has impacted him as well. I cannot rely on this company.
I have valued the company for years due to the reliability of their devices, which is why I chose them for a business laptop. Unfortunately, my recent experience with their customer support has been disappointing. I reported a fault on a new laptop shortly after delivery and requested an exchange, which was approved in writing. However, the process quickly became disorganized with repeated errors on their part, including invalid return labels and incorrect instructions. On a specific date, they confirmed the exchange would proceed, but earlier communication incorrectly mentioned a refund process. I had to remind them of their own case details. I am still waiting for the exchange order details. This level of contradictory communication and lack of ownership is concerning, especially for a business-grade laptop. While I appreciate their products, the support experience has not met my expectations. I hope their customer care team addresses this situation properly.
Nearly a year after purchasing a laptop, I am still receiving unwanted emails despite multiple attempts to unsubscribe. I have no interest in their rewards program, marketing, or surveys about my laptop. I have unsubscribed from everything on my account, but it continues to fail. I have now requested that they delete all my data, but I have little confidence they will fulfill this simple request. This feels like a marketing scam, and I would not consider buying from them again.
I ordered a refurbished laptop on a specific date with an estimated delivery for another date. After being told it had arrived at the local depot, I received no updates for several days. I was then informed it would be delivered the next day, but I needed to be home, which is inconvenient for me. When I called for assistance, I was redirected to their website, which was not functioning when I logged in. I am disappointed with their customer service and delivery process and would not purchase from them again.
I encountered an issue with the hinge on my laptop. Since it was out of warranty, I contacted customer service to explore my options. They quickly connected me with their repair department, and I received a prepaid shipping box within two days. The repair was completed in a day, and my laptop was shipped back to me immediately. The entire process took only a week, which was a relief as I rely on my laptop for my master's program. I appreciate the prompt assistance.
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