10/06/2011

Customer Service Really Is Everything

Some time back I purchased an electric exercise machine called a Mini Walker, this is an excellent disabled exercise aid that enables wheelchair user such as myself to exercise their legs as this does all the turning for you electronically.

While the product purchase may be excellent the company selling them has a lot to be desired, let me explain. After using the unit a few times it was evident that I needed wider foot straps, I say evident I would have thought that it would have been obvious that many people that use these electronic exercises may well have swollen feet and because of that would require wider straps to enable the foot to fit completely into the unit. Okay all sounds simple enough, just contact the company and ask them if they can do wider straps, problem solved, or so you would think!

Coopers of Stortford that sell these units are very good indeed at selling them but when it comes to customer service, (one of the most important factors you should consider when purchasing online) they are probably amongst the worst I've ever come across and that really is saying something.

I contacted Coopers of Stortford by e-mail on May 18, I immediately received an automated reply back that says:
To enable us to deal with your enquiry efficiently, we would ask that
you allow up to 7 working days to receive our response. Please do not
resend or chase during this time as this may cause further delay.


On June 1 (14 days later) and still no reply I contacted them again and as of today June 10 (total 23 days) surprise surprise there is still no reply!

The unit that cost me one pound short of £100 today sheared a pedal off while I was using it! So I am now seething after throwing £100 down the swanny without a hope in hell of receiving a reply from a company that is very keen to take my money but not so keen to provide any form of after sales service.

Coopers of Stortford consider yourselves named and shamed. Disabled people have a massive £84 billion a year spending power in the UK, that does not mean we should be ignored when things go wrong!


Mobility scooters and buggies from argos