Incredible DisConnection

Lesley Green Incredible Connection has not yet delivered a computer bought online on March 24. Lockdown allowed delivery as of May 1. The computer has been with their courier since May 1 and it is now May 16. The courier is RTT. The useless customer service chat system is the company ZenDesk. I tried 2 days ago to contact them in their chat system and was no 38 in the queue. I left a message asking them to email me, leaving my order number and email address. Nothing. I got online again yesterday and waited for 45 minutes to get a reply. Finally got a reply at 17:45. The respondent says he cannot pick up any order with my number even though i am looking at that order number on my account. At precisely 18:00 the chat function—mid way through trying to get him to see i have actually a real order—goes down and i get a message that their working day is over. I try again in Saturday and get, apparently, the same guy who now miraculously CAN see my order. He tells me what I can already see: it’s with the courier. I say patiently that yes i can see that too but the question is why has it not been delivered in 16 days post-lockdown. He can offer nothing. I ask if there is a head office number i can call. No he doesn’t have one. He suggests I call the call centre. I point out that they will simply tell me what he has told me. I note that at this stage any other company would be calling me, not the other way around. He apologizes, he says, that I am feeling this way. I point out that an apology is associated with behavior change, and an apology is never offered for what the other person is feeling. I ask him who is going to contact me. He tells me he will (get this) (a) ask for a complaint to be logged (so clearly he cannot do this) and (b) I should (not “will”) get a reply within 24-48 (c) not HOURS but “working hours” — presumably that means in 10 working days or 2 weeks. He hangs up and i get a message wishing me an incredible day. IC online sales are appalling. Theur customer service designed and delivered by ZenDesk is a surreal joke: a pretence for customer care that is there to fob people off; it is designed NOT to solve problems.