Global Positioning Systems:Ever Tried to get a RMA

biketrikevan · Occasional Visitor Joined: Jan 06, 2006 Posts: 2

I have received TOMTOM Navigator 5 from Global Positioning Systems it arrived with no shrink wrap on the software case and the security seal had been removed before they had packaged it for despatch i am trying to get a Return Authorisation Number From them as intend to return it under the sale of goods act 1979(as amended) because it is second hand not new as i expected to receive i have sent 9 emails so far since 22.35 last night 5/1/2006 with no response i have tried to phone but the recorded message says to email for returns even tried the sales dept but no answer maybe they have caller id and only answer new numbers not already on there system.THE SOFTWARE HAD BEEN ACTIVATED BY SOMEONE ELSE

The terms and conditions of sale state that software cannot be returned once it has been opened but then it arrives already opened is this a scam on there part?

An extremely

off John Brown

peterc10 · Posted: Sat Jan 07, 2006 11:23 am Post subject:

Does not matter what the terms and conditions say or whether the goods are second hand or new. The fact is that the Distance Selling Regulations in the UK gives you a cooloing off period in which you can return the goods without question. that applies to all sales over the internet or phone

Catherine · Occasional Visitor Joined: Apr 15, 2004 Posts: 28

Hello Biketrikevan

We aim to answer all emails within 24hrs, unfortunately we are slightly behind this at the moment which I apologies for but I believe you have today had a reply from our Technical team.

With reference to your emails, I can only find 6 emails from you. The first one you sent on the 5th Jan at 20.21 (which was replied to this morning) and the most recent one on the 6th Jan at 15.14, I have asked our Research and Development Manager to try and locate the remaining 3 as it is curious that 6 got to us but 3 didn't.

Unfortunately, although I do understand the frustration (belive me I really do), sending many duplicate emails doesn't get you a quicker response as all emails are dealt with in strict order of receipt, it just means the technical advisors have to spend time 'weeding out' duplicates.

Our opening hours are 8am - 8pm Mon to Thurs and 8am - 6pm Fri and Sat, if you are getting our voicemail message with this information on then you are calling us when we are closed which is why we aren't answering your call.

Our technical and returns support is all via emails so calling Sales or Payment Processing would not benefit you, as those advisors are not Technically trained.

All software that leaves our warehouse is brand new, unless otherwise stated, consequently we are very concerned about the situation you have brought to our attention. We will investigate this fully from the beginning to the end of the chain to find out how you could possibly have received an already registered product and we will of course get you some new software.

Finally, I believe you are in contact with a Director of our company over the problems you have experienced and I understand he is dealing with the matter personally but if I can be of any assistance, please do not hesitate to contact me. My email is catherine.hinchcliffe@yoonoo.co.uk'
_________________
catherine.hinchcliffe@yoonoo.co.uk
www.globalpositioningsystems.co.uk
GPS Specialists

maca2 · Frequent Visitor Joined: Jul 10, 2005 Posts: 303

This is not the first time you have sent out software that has already been registered by another person as you did this to me months ago.

Why don't you allow people to phone instead of emails all the time.

It is a real shame, your company has a good reputation but your customers feel the need to post here to get matters resolved.

How about saying SORRY to this chap & not question how many emails he sent, he sent loads of emails because he was fed up & angry when your company sent out used software.

Maverickuk · Occasional Visitor Joined: Dec 26, 2005 Posts: 54

Dear Catherine

I too am suffering with an issue that i am not happy with. I have dealt with your tech support and returns dept and i have not been satisfied with the response. I sent to you on Monday of this week an email regarding this issue and to date have not received a reply.

I have today re sent it just in case it has got lost in the abiss, i would however appreciate a reply at your earliest oppertunity.

Ticket refs 132087,132202,132085,126791,

Regards

Mav

nicola · Occasional Visitor Joined: Apr 08, 2005 Posts: 2

Hi Maverickuk,

Firstly I would like to apologise that you have not yet had any response to the email that you submitted to us. While we do aim to answer all emails within 24hrs we do from time to time fall a little behind due to the demand for after sales support.

I have taken a look at the emails that you have submitted to us and see that the information given to you from our advisors prior to purchase was incorrect, and I would therefore agree with you that the £4.95 postage should be refunded.

Please can you contact me on 08453 45 42 45 selecting option 1, as I will need to take some further information from you to enable me to process this refund for you.

Hope this is to your satisfaction.

Regards
Nicola

Skippy · Posted: Fri Jan 27, 2006 3:45 pm Post subject:

biketrikevan · Occasional Visitor Joined: Jan 06, 2006 Posts: 2

If you read the original posting you will see that the software i recieved was not shrink wrapped and the security seal had been carefully removed and stuck on the back of the software case plus the software had been registered to someone else.
This matter has been resolved thanks to the intervention of Simon Pitt a director of Yoonoo.
I am waiting to recieve my phonebill so that i can give the times of my calls which were all within buissness hours before i respond to Catherine Hinchcliffs posting.

I have dealt with Global Positioning Systems Before and had no problems
the sales and despatch depts function well it is just that when you have a problem you like to be dealt with promptly. Not with an automated email that someone will be in touch and you do not seem to be getting a reply.All it would take is an email from someone even the receptionist if they have one to let you know it is being dealt with

maca2 · Frequent Visitor Joined: Jul 10, 2005 Posts: 303

The bit I don't like here is the fact that they have tried to sell used, already registered software for the full price as they did to me months ago.

Yes they do sent stuff off on time & are generally a good company to deal with, although I wont use them anymore, but sending out used software is wrong illegal & out of order.

Just say sorry & compensate these people for trying to pull a fast one.

tomo1340 · Posted: Thu Feb 16, 2006 2:03 am Post subject:

Skippy · Posted: Thu Feb 16, 2006 3:31 pm Post subject:

Catherine · Occasional Visitor Joined: Apr 15, 2004 Posts: 28

At Globalpositioningsystems.co.uk we always strives to give our customers the best service we possibly can and that includes selling products that are in perfect condition. Let me state quite categorically that no software should leave us in anything other than perfect condition (unless previously stated on a product description)

The incidents highlighted on this forum are fortunately few and far between and we are very sorry indeed that our customers have had to suffer any inconvenience or frustration as a result of purchasing software from us.

As a company we must take every measure possible to protect ourselves against false claims of tampered with software, and also from unscrupulous delivery drivers as well as having tight control over our own internal security.

We have an excellent working relationship with TomTom and if something like this happens we work closely with them and keep them informed of our findings in an effort to prevent any further occurances

Catherine Hinchcliffe
Customer Services Manager
Yoonoo Ltd
_________________
catherine.hinchcliffe@yoonoo.co.uk
www.globalpositioningsystems.co.uk
GPS Specialists

maca2 · Frequent Visitor Joined: Jul 10, 2005 Posts: 303

[quote="Catherine"]At Globalpositioningsystems.co.uk we always strives to give our customers the best service we possibly can and that includes selling products that are in perfect condition.

maca2 · Frequent Visitor Joined: Jul 10, 2005 Posts: 303

O Dear fluffed again.

If you were striving to give the customer the best possible service then you would let them phone you to get these problems sorted quickly without the need for them to post here.

You will say the if customers phone you then that will put your prices up but the fact it many other companys offer great phone support or just offer a phone number when things go wrong & are still able to sell cheaper than yourselves online.

It often pays to shop around

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