Lies on the Dabs customer service website?

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....

Dabs, you are liars

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 Morris

Duncan founded Distilled with Will in 2005. He built the, now defunct website CMS from the ground-up, and consulted for some of the company‚Äôs first clients. Today Duncan leads the management team and helps to steer...   read more

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  1. Yuck. I've never even heard of them, but consider their reputation shot.

    reply >
  2. I've seen some rubbish customer service before, and often its the customer service team who let it down - Once had to get in a taxi, go to main store, pick up product and drop it off at clients office because customer service had stonewalled him for weeks and he was blogging about it!
    Dabs really should pick up their act here tho, and if you ever people live online chat capability give them the authority and confidence to fix problems there and then! Thats why its there!

    reply >

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