Review Time
Michelle at Hardsoft was absolutely fantastic. She was clear and communicative, every step of our repair was dealt with, no surprises. Customer service as it should be. Excellent.
Hardsoft - consistently good service!I have been with Hardsoft now for nearly 8 years, and lease all of my IT hardware and some software from them. The leasing from Hardsoft represents great value to my business financially, and they have a wide range of wrap-around services for larger companies that take the hassle and cost out of IT provisioning. My needs are simple, but I couldn't be happier with the service I receive. The staff are very helpful and provide great advice. They can source and customise almost any item to your needs. I would highly recommend Hardsoft to any business looking to achieve better outcomes and reduce cost of ownership.
Whilst pricing seems reasonable, customer service was pretty poor and confusing. When requesting invoices, was often palmed off to a finance company rather than just getting the required paperwork from Hardsoft, after all, that's the company I dealt with from the start. My biggest issue was yet to come. BEWARE OF THEIR TERMS!!!!In total my business leased around 5 laptops. After we had made the relevant payments for the first one, we received an email informing us that the device was fully paid off and we did not need to do anything. Great.For the subsequent devices, however, despite this precedent being set, later down the line, I found out the terms had changed without explanation. Despite receiving emails informing me that the devices were paid off, because I did not reply, the lease payments continued. I asked exactly why this was, given the business now owned the devices, and was just told by the MD Philip Morgan in a letter, that it was in the terms. Rather than refering me to the terms in full, he just cut out an exert with the relevant clause, presumably because it was buried deep, on purpose. I have tried to get a refund on the circa £2,000 of payments that were taken, and Philip's response was just to be surprised that I had not noticed the payments and question why I had not brought the matter up sooner. I have asked numerous times exactly what service was being provided for the continued lease payments, and each time it has been ignored. This company seem happy with old school daylight robbery. They have no morals.FURTHER TO YOUR REPLY BELOW:You can refute all you like. I am not the only person to have complained about this policy of yours. As you have stated, the terms were different for subsequent devices. This was not communicated to me during any telephone conversations at the time, and neither was I called towards the lease coming to an end, asking what I wanted to do. Email is not always the preferred communication of your customers, especially when the original purchase was done over the phone. You are just using this as an excuse to try and justify your outrageous terms.There is absolutely no justification for continuing to take payments for a device that is fully paid for, whether in your terms or not. It simply should not be a thing! It is immoral and just shows that the business has no respect for its customers. No one has even answered my question as to what I was actually paying for, despite asking multiple times. Proof that it is wrong and can't be justified. It is my understanding that this could also be in breach of the consumer duty act, which many small businesses can fall under. I will be seeking advice on this matter and suggest others do too.
Michelle was excellent. Kept me updated regularly all the way through my Mac being with team at Hardsoft. She helped me out with options once my mac was beyond repair and went above and beyond to help.The service was quick and efficient and hand over of devices was seemless and easy. Would fully recommend.
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