S
Samuel Waters
PC did not work upon arrival after waiting 1 month
UPDATE Redux gaming fully refunded my order and offered compensation for the challenges I faced with my order Although I do not have a computer I think they did a good job solving the issue Ordered the PC and waited a month for it to arrive Upon delivery the computer was not working there was a major hardware issue with the GPU Called the customer service line and they were helpful but told me I had to bring my computer to them for it to be fixed quickly so I drove from Amsterdam to Maastricht for them to fix the computer which I had never used as it didnt work upon delivery Thankfully they fixed the computer by replacing the faulty GPU and the computer was working fine for a week when it worked the computer was amazing Then the same happened - some kind of critical hardware issue with the GPU I called and this is where it all started to go downhill Firstly I feel as a company you should do more to show understanding and support when things go wrong I was a very easy and flexible customer even driving to Maastricht when the company should of delivered a working PC from the beginning I was told by the Customer service agent that it was my own choice to go to Maastricht certainly was not my choice i am not the one sending faulty PCs to customers This is also possibly the worst thing to tell a customer that is complaining that it is their fault some major investment on customer service skills needed there Anyway I was patient and the agent said he could get the PC picked up the same day for them to look at - I highly appreciated this Sadly no one ever came to pick up the PC The next day the PC was picked up at 6pm meaning 2 days had passed since I was promised the same day pick up Once it was finally taken the package was lost until the Tuesday the next week This is when I gave up and asked for the full refund I must say I feel as a company you could do so much better if you would look into your processes and partner companies For example why do you work with a delivery partner that has no customer service center to call As a company you are also responsible for using good partners DHL would of been a much better option for example Why don t you provide a 50EUR voucher to someone who drove to Maastricht to solve your issue When I called you why dont you train your personnel to show understanding offer us something such as a Redux gaming voucher keeps the revenue in the business to show appreciation and apologize for the major faults that you had These are small costs to you that could save you from loosing a customer entirely Customers are willing to be flexible and forgive but its a two way street and I think at every step Redux failed to use initative and service skills to keep the customer me on their side I wish you guys good luck with your company - be self critical and look at your operations