Defect Part supplied - Bad Customer Service
Product defect - Poor customer service.
I bought a part from Carparthut.co.uk which is also HIDS-Direct who invoiced me. Upon fitting the part it was defective. The vehicle is undrivable and off the road. I have now sent many emails since 15th March (up to a couple today 18/3/21) including photos & video of the defective part & asking to speak to someone in order to try and get a quick resolution to speed things up as it is urgent i.e. can I send the part directly to the manufacturer to speed up the logistic delays? or importantly can I get a new replacement part (which I would pay for) whilst the manufacturer does their warranty thing so I can get the car on the road again? No telephone number to call, the company is extremely reluctant to pick up the phone and call me (it would appear now out of stubbornness). Not sure why? Very disappointing as the product defect is not their fault but the inconvenience my end is severe. Their inability to communicate like a (normal) outfit adds to the inconvenience and stress.
I have asked repeatedly for a phone call to discuss and agree the best way forward. Yesterday I got an email with the returns address information and a request to send the part back. I did so by return. Nevertheless, I still haven’t had a call to scope what options I have to get the car back on the road despite receiving further e-mails saying they can do nothing until the part is received whilst ignoring my written request to dialogue to find out if a new part can be supplied urgently etc... There is no interest to be helpful or proactive from Carhutparts.co.uk / HIDS-Direct which is contemptible.
I will update progress here. Hoping for sensible proactive customer service by at least calling me (I’m not holding out for an apology or any empathy!
Not looking positive thus so far hence 1 star. Let’s see if they can redeem themselves and turn this problem around after this very poor start and earn a positive review. Updates to come.