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Turnkey, London. Is this chaos par for the course??
Is this typical of Turnkey? If so, I have absolutely no idea how
they're still in business. Last Saturday I rang them and ordered a Tascam 788. I was told it would be posted out by courier on Monday and delivered to me on Tuesday. In order to have it delivered to me at work on Tuesday, rather than at home, I agreed to jump through various hoops which involved faxing my bank statement, copies of the front and back of my Switch card and a letter authorising them to deliver to me at my work address, rather than at home. On Monday morning I faxed the necessary info across and then rang and spoke to the rep' I'd done the deal with on Saturday. He confirmed he'd received the fax, that he had all he needed and that he'd just been upstairs to ensure that the Tascam would be posted out to me that day, for delivery on Tuesday. All seemed well. On Monday evening, though, just before 5pm, I had a phone call from Turnkey to say they'd not posted my Tascam out at all. I rang and spoke to a manager, who told me that their entire IT system had failed the previous week, and that as a result they were unable to post anything out. He said he had no idea when the IT might be up and running again, as every promise that had been made thus far by the IT department had turned out to be untrue. When I told him how frustrating that was, because if I'd known they were having problems I'd have ordered it elsewhere in the first place, he suggested that I contact Digital Village, whom he described as Turnkey's major competitor, to see whether they had a 788. He even gave me DG's website address, and he told me to ring him back if I needed to cancel my order. I rang Digital Village, they did have a 788 (exactly the same price) and they promised to deliver it on Wednesday. I therefore gave my Switch details over the phone and arranged for delivery to my home address (I no longer had the energy to jump through the faxing hoops to arrange delivery to work). On Wednesday, Digital Village delivered a Tascam to my home address, in accordance with our agreement. However, at midday a second UPS delivery man arrived - this time at my work address - with a Tascam. I was immediately suspicious as Digital Village were supposed to be deliveing to my home address, and so I asked who had sent it. The UPS man said he didn't know, but I checked the invoice in the plastic bag stuck to the box, and sure enough it was from Turnkey. I said I couldn't accept it, and that UPS would have to take it away again. The UPS man was annoyed, and slammed the door on his way out. Fortunately, perhaps, this was all witnessed by a colleague. I then rang my bank, and they confirmed that Turnkey had debited my a/c in the sum of almost £400 on Tuesday, despite cancellation of my order on Monday. So too had Digital Village... I rang Turnkey, and after a couple of calls eventually spoke again to the manager from Monday night. He immediately acknowledged the mistake, referred again to the continuing IT chaos and promised me a refund. He was very pleasant, but he didn't seem to understand why I might be annoyed at what Turnkey had done. Anyway, at about 6pm that evening I had a further phone call from him to confirm that the refund had been actioned, although he said it could take up to 5 days for me to get my money back. Today - Friday - I had a phone call from a young woman who said she was calling from UPS. She said she was ringing to check whethe a CD-RW had been delivered to me on behalf of Digital Village - not Turnkey - earlier in the week. I told her that a Tascam 788 had been delivered, not a CD-RW. She said thanks, and that was that. This evening I got home from work to find an agitated message on my home telephone answerphone from the manager at Turnkey. He said it had come to his attention that I've still got the Tascam that was delivered to me earlier in the week, that it's an extremely serious matter because he's already refunded me, and that we need to speak and sort it out without further delay. By the time I got his message (30 minutes or so ago) Turnkey were long closed for the day, so I'll have to try to get hold of him in the morning. I've never come across such utter chaos on the part of a major retailer before. After I'd ordered the Tascam I told a friend where I was buying it, and he told me that he's had such bad experiences with Turnkey in the past that he just doesn't use them any more. Is this par for the course? If so, it's hard to believe they haven't folded long before now :-( -- WP Email address munged to avoid viruses etc |
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