tellmegen.com

Think about alternatives

I bought a Family kit from Tellgen through Amazon (who do the fulfilment on this product so part of the blame lies with them). The Family kit contains three test kits which come in a single box with three 'slots', one for a lightweight plastic blister pack containing a single test kit.The instructions provided are incredibly simplistic and **importantly** are wrong in a numebr of places and misleading overall. Three different adults tried, independently, to make sense of it all. All three failed.The first issue is that the instructions refer to a blue 'tray' in the box. There isn't one, but we are all agreed that they must have changed the design but not the instructions (sigh). The instructions then talk about printing a label and putting it under that blue tray. But this is the return post label for the courier, so how can this be seen from outside the return envelope bag? It just doesnt make any sense at all.The instructions both in the kit and online make zero allowance for using a three-person test kit, so you are never sure of you are doing it right. (And at £349 you have a lot to lose if you do it wrong).To make matters worse, the return bag is clearly the wrong size and is way too small for the three kit box (you return the tests in the same box they came in and this is important because the individual plastic blister packaging are too fragile to survive in the post, even in an envelope). So the return envelope is far too small.You can't even get the corner of the box into the envelop. More sighs.There is no phone number to contact TellGen and it is clear on the Amazon website that any reviews mentioning the packaging gets crossed out by Amazon themselves (as they do the fulfilment). While Amazon customer support is actually quite good, they were also struggling to see how to resolve this.In the end, I will be using my own envelope big enough for the box and I may have to pay for my own postage (sigh) because the post label is only up to 300g and I'm fairly sure it will be over that.TellmeGen responded to a form email from their website but the information was again incorrect. As another example of the utter shamble of this company, the instructions say you will be using DHL for the return, the first customer support email said it was UPS, but what has been emailed is a Royal Mail post label. You really can't make this up. The absolutely zero customer service is quite rare these days and you sense that they must have actually worked quite hard to get it this bad. It really is hard to be this poor by accident.We will see what happens with the service from here on, but are considering just getting our money back. It's that bad. There are numerous alternatives available and I would advise having a think about those alternatives before splashing out hundreds of pounds with these clowns.What perhaps makes this so much worse is the tone of their emails, with one saying that they have never had this (wrong size return bag) before. I'm sending the bag back to them with the kits to show that regardless of itnever having happened before....here you are...... shrugs

Date of experience: Jul 24, 2024