An ode to eBuyer Support

UPDATE 28/11/2013: eBuyer have finally contacted me, over two months after originally opening the ticket. They offered me an apology, and a direct line and email address of someone higher up in the support department. I may consider buying from them again, although I still do not have the power adapters. (There’s no point in them being sent now as I bought alternatives.)

Just over a week ago I ordered 2 cisco Wifi adapters for work, using eBuyer business. They both support power-over-ethernet (which unfortunately I don’t have) or can be used with the supplied DC power adapters. At least, that’s what the description said. Instead, they arrived just with kettle leads, but no adapters.

No problem I thought, this is the kind of thing that technical support are normally very happy to put right. Their support options are “eNotes” which apparently will be answered “within 48 hours”, or a premium rate 10p-per-minute number. Yes, for a business service.

Being the skinflint that I am, I refused to use the premium phone, and instead used the eNote system. My queries were promptly answered by “samantha”, who may or may not be human, and always suggested that her “supervisor” or “product manager” would get back to me straight away.

I even resorted to poetry (not something I am known for my capacity for) as a way to get their attention. Alas, my lyrical efforts were met with stony-faced (some may say “robotic”?) deferment.

I thought that one week was probably enough time to resolve a “didn’t-ship-the-right-power-adapter” issue, and decided just to order something that would work from another site, but given the effort I put into my poetry, and the lack of acknowledgement it got, I have decided to post the entire thread here for posterity. An ode to “samantha” at eBuyer business support.

Full thing after the jump:

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