I don’t normally get annoyed enough that I actually feel compelled into putting pen to paper, or fingers to keys to write about my experience, however Dabs have annoyed me so much over the last week that I simply have to rant.
I’m sure we will talk more about it over the coming weeks but on Monday we had someone new join Distilled. The previous Wednesday I placed an order with Dabs for a computer, extra graphics card and two monitors, paying via Google checkout. This was ordered with next day delivery.
Not long after I received an email asking me to send details verifying my address details (we have just moved office, again). I replied to the email and received a Dabs auto reply confirming they had my email.
The following day, no computer. To cut a very long (and I’ll admit, not particularly interesting) story short, I’ll skip the next couple of days where the only replies I got to email were stock answers saying they hadn’t received the information they asked for. I never did get a reply to the email where I forwarded my previous reply, along with the confirmation they sent me.. Funny that.
So fast forward to Monday, still no computer. I went to the dabs site and finally found the dabs live chat via the website (you have to click on one of the stock questions before you get a link).
I chatted with Derek 1017 for a while. He gave me a couple of stock answer basically saying he couldn’t help with any of my questions.
I pointed out no-one had replied to my email since Thursday, which lead to this interesting response:
They have advised us this morning that they are currently responding to emails from Thursday 3/7/08.
Nothing odd in that except that the website states the average email response time for the last 24 hours was 6 hours 11 minutes. Lies, lies, lies….
I’m happy to announce I cancelled the order, and there will have to be a very good reason for me to ever trust Dabs again. I can honestly say that was the worst customer service I have ever experienced. I don’t normally mind email only customer services, but 4 days to reply to email.. You are having a laugh.
Duncan Morris : Duncan founded Distilled with WIll in 2005. He now has the overall responsibility of running Distilled. He focuses on both the company’s long-term plans and improvements to its day-to-day operations. He spends most of his time on recruitment, strategy (whatever that means) and client projects.