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Friday, July 21, 2006

Evesham emails

Thought I'd share the latest Evesham emails with you ...

From: *********@wonkosworld.co.uk [mailto:*********@wonkosworld.co.uk]
Sent: 20 July 2006 12:05
To: Customer Care Support
Cc: bradley.walker@evesham.com (Company Director); Carolyn Worth (Press Officer)
Subject: I want my laptop!
Importance: High

Go to google.co.uk and search for "Evesham Laptop". Scroll down the first page until you find the 8th match - titled "Wonko's World: Eveshambles". Read it - does it sound familiar? It should do because I have been phoning up almost daily trying to get you to do your job but you don't seem to want to help me. This is what happens when you don't look after your customers - bad publicity.

That article is now at 8th place in Google, less than 2 days after writing it. Where do you think it will be in a couple of days?

Let's play a game - why don't we see if you can get me a replacement laptop (or cancel the agreement and give me a refund) before that article is one of the top 3 matches every time someone searches for "Evesham Laptop" in Google? I reckon you've got until Monday.
Today I got this ...

Dear Mr Parr

Thank you for your e-mail of the 20th July 2006.

Please accept our apologies if our actions have caused you any disquiet. We have established a reputation for supplying quality equipment, backed up by first class after sales support. We regret that you have had to write to us about this matter.

We do recognise that you are free to discuss your relationship with Evesham Technology with whomsoever you choose and we would like to offer our assurances we are endeavouring to satisfy all our customer's requirements. We are obviously very concerned when things go wrong. However, whilst Google may be a powerful tool it unfortunately it does not help to build your order any quicker.

We appreciate your comments concerning the cancellation of the contract, however at this juncture we do feel it appropriate to highlight that under the terms of the HCI agreement your contract of Sale is with your employer. Evesham Technology cannot cancel an agreement which exists between your employer and yourself.

We shall endeavour to have the replacement machine delivered to you as quickly as possible but regret that your posting on Google does not help to expedite matters.

Yours sincerely

Sebastian Leaver │ Customer Support Advisor │ Evesham Technology
Tel: +44 (0)870 1609534 │ Fax: +44 (0)1386 769796 │ www.evesham.com
To which I replied ...
Sebastian,

I understand that Google doesn't help you build a laptop any quicker, however it does help to inform potential buyers of exactly what they are letting themselves in for if they buy an Evesham laptop. I am not alone in this, there have been hundreds of complaints about Evesham from people who bought the same laptops on the same company scheme. There is even a website somebody has written detailing his struggle to get a working laptop out of Evesham over a period of 2 years which was last updated a few days ago.

I was pleased when the company chose Evesham because I figured that a large company such as yourselves would be able to offer quality equipment and, more importantly, good service. How wrong could I have been?

I was told I was going to be sent a replacement laptop asap last Tuesday. The replacement wasn't even ordered until last Friday. If you are trying to sort this out quickly and provide excellent after sales service then why did it take 4 days to order a replacement laptop and why, nearly a month after having my laptop collected (remember I have an on-site warranty), am I still without a laptop?

I don't expect miracles but I do expect a decent level of service. I refuse to believe that a company the size of Evesham or Mitac (I was told they were the manufacturers of the laptop) don't have a single laptop in stock to send me. I have worked for Enta in the past and the build time for a laptop is a matter of hours. I have also worked for a Dell repair centre and they can collect a laptop from anywhere in Europe, ship it to the UK, repair it and get it back to the customer in 3 days flat. That's good service - leaving a customer without a laptop for a month isn't.

If I can't cancel the agreement with you then can my employer? If they were to write to you and ask to cancel this particular agreement would you agree to that? You clearly aren't capable of delivering the goods or service that you have offered.

Stuart