Emails unanswered / Talked down to.

Item: Evetech.co.za
Rating: 2

My PC had a kernel error issue and i had taken the time to document well on A4 the issues i was having with the machine and printed out the A4 document and placed in the machine. I spoke to Justin who at first was extremely helpfull and was on the ball with sorting out the courier for collection. But this is when everything changed. I had explained that PC was the machine i now needed for work as my laptop had crashed and was uneconomical for repairs. It seems once they recieved my pc they failed to reply to most emails / calls regarding updating me on where the pc was in regards to being fixed. I like a father to a kid had to phone every 2 days and ask for an update, which when calling was always diverted or the person who answered the call told Justin (who i assume is handling my case) and ensured that i would be contacted as soon as he was available. This has never happened and so once again i called to find out what was happening and the phone was handed to the technical department. Asking in a friendly manner what was happening (and obviously they were getting annoyed as to my constant 2 day checkup) the employee on the other end of the phone spoke to me in a manner that was unproffesional explaining that he had 4 pc's in for repairs and was working on mine as well as others and that he would contact me when he found the issue and i must understand. I explained that i had been asking for updates since they had recieved the computer and all emails had gone unanswered , and thats when he noticebly became agitated with me quickly blaming Justin for this. The way in which this employee spoke to me made me feel spoken down to. Being in the same industry as well as dealing with clients i chose to try and defuse the situation which helped this employee cool down, and we came to an agreement that they would keep me up to date. The reason for my request for the every 2 day update with me, is because i didnt want concentration on my specific machine to be forgotten of, which can be quite easy when as the employee had told me, can easily happen when swamped with work. Finally i was contacted friday (8 days after the pc had arrived at their premises) telling me they had found the issue, and that they would order a new power supply for the machine. I was delighted as swapping out the power supply would mean i would have my machine back by wednesday i had hoped. I sent a follow up email to Justin monday - no reply I sent a follow up email to Justin tuesday - no reply You provide a great service in the building of machines and perhaps fixing them and diagnosing the issue proffessionally, but your department that handles emails / calls needs A HUGE MANAGEMENT look over. Customers dont want to feel like : 1. Nags 2. Fathers to kids reminding them to contact you 3. Chasing the supplier and trying to squeeze information out of them. Whilst typing this review i have recieved an email stating that he would get back to me next week when he has news from the supplier. a) I thought you were just swapping it out? b) Why was i not made aware that before this happened you had to send current psu to the supplier for more testing i assume? c) Why dont you clearly explain to customers what is happening? Anyways, Other than the poor service relating to getting feedback from Evetech, i do have to commend them on the expertise and quality workmanship on building computers. But PLEASE, do something postitive to your support team that handles support emails!

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