After sales

[Spannerdemon]

Hi. This is my first post, and I am using it to illustrate a matter that has slightly soured my experience with Storage Options but which I hope is not typical of their company??

In January, I bought my wife a Scroll Excel. We had seen the review on Gadget Show, done our own research into it, and decided that it would be a useful tablet for her to do her day to day general computing.

We also bought a '3' Mi-fi device. This allows us to use the Scroll anywhere we can pick up a '3' wifi signal. So far both devices have been excellent.

SO excellent, in fact that I decided that I would buy one for myself. I am absolutely blown away by the excellence of the product, and so are others that we have shown them to. So there could well be more orders heading Storage Options way. One of the main reason that we chose this tablet was that it supports Flash. Unlike the iPad which does not and costs over £400 (which has annoyed a few people we know who have ipads).I funded mine by selling my iPod for the same reason. I'm afraid until Apple get their act together with the Flash issue, it's not attractive.

So, having got my new Scroll home, and unpacked it, I set about plugging it into the mini keyboard that I had bought for it. Nothing.....no response at all. So I borrowed the cable from my wife's Scroll and it all came to life.

I then took my own cable (it's a simple USB to mini USB) and tested it for connectivity, and it is defective.

So, rang Storage Options. Guy took my message and said someone would ring back within 20 minutes.....Nothing.

Waited 6 hours.....Nothing. So rang them back. What's happened to my return call? Well you don't need to speak to anyone, just send an email. (Why couldn't they have told me that in the first place and saved us both time?

Sent the email Confirmed........and then Nothing again.

So rang them again.....what's happening. The guy I got put through to was sceptical that I had sent an email. What time was it sent, etc etc. and then told me that it would be very rare for this cable to be defective. I have to say he was quite cold, and almost surly. Perhaps they don't like complaints about their failure to ring customers back??

Anyway it will be sent (by 2nd class post) to replace the defective one. But Power Solutions should realise that this sort of slow and disinterested after sales response, is not a great advert for their company.

I am retired now, but I used to work in the fibre optics and internet development industry. So, my friend,I am quite capable of checking a simple cable out for conductivity, and data flow, as would many others be. Just because a cable or any other component is 'new' doesn't automatically assume that it works.

Lovely tablets, great at what they do, and a ready market, that's ready for cheaper tablets......but PLEASE wake up to the fact that there are other companies...........and it hasn't done anything to give me confidence should anything go wrong with the device.

[Charlie]

Hi & welcome to the forum,

Sorry to hear about you not so good experience.

You need to use the OTG cable that comes with the Excel (the very short one with a male mini usb one end and a female normal usb the other) - Have you used that one? - It is do with how that cable is wired, not all adapters work, because of the wiring. If you have tired that one and the one from you other Excel - It could be the fact that that adapter is broken.

[Spannerdemon]

Hi Charlie.

Yes, thanks but I know which cable it is. It is the little 5" (approx) one. Male mini USB to Female USB.

It's that one that's defective. I swapped it with my wife's cable that came with her Scroll, and her's works.

Waiting for the replacement but they have been so ssssllllllloooooooooow in responding.

[Charlie]

@Spannerdemon - Oh ok I see. Shouldn't take to long to send out a replacement, you would think.

I liked what you said "Just because a cable or any other component is 'new' doesn't automatically assume that it works." - So true, shame others don't understand this.

[admin]

Hi Spannerdemon,

Sorry to hear about your experience with Storage Options so far - hopefully you'll get your replacement in no time.
I would of thought they could just send you a cable right after your first phone call (less hassle for everyone) - but every company operates it own way. I've personally worked in a very busy service department for years and believe me sometimes they can be very stressful and understaffed... things can slip through the net.
But I agree with you, what you've experienced so far hasn't been too good, I just hope it goes smoothly for you now.
Welcome to the forum.

[Spannerdemon]

Thanks for your reply Stu.

I'm just old fashioned about what is loosely called "Customer Service" these days.....or rather the lack of it.

But in my day, if we said we would ring a CUSTOMER back......then we did so.

It was called "BUSINESS" in those days.....and it was, and always has been good business to look after customers

[Trashcooky]

Thanks for your reply Stu.

I'm just old fashioned about what is loosely called "Customer Service" these days.....or rather the lack of it.

But in my day, if we said we would ring a CUSTOMER back......then we did so.

It was called "BUSINESS" in those days.....and it was, and always has been good business to look after customers

I agree with you 100% Spannerdemon. I was self employed for over 20 years as a heating engineer (in a former life - ) and I used to pride myself that - yes, I might occassionally get a complaint, but I never left any of my customers dissatisfied.