1 reviews | Active since Jun 2019
Poor Service Delivery and Incorrect Billing
I have been a customer with VOX for a little over 3 years now. Recently I cancelled my cameras I had with the and they have collected them as per arrangement. Today I received another sms stating that they will be collecting my cameras 2 weeks from now. After I enquired, they advised me to ignor the sms and if the couriers comes, I should tell them that it has been collected already. I went on my online profile and I saw they billed me for a cameras as they stated it was not reterun, however both cameras were included in the box.
I phoned VOX again to enquired what is going on and they then advise that I email their logistics department to find out what was going on. I have done this and I am waiting on feedback, but it is ridiculous that I phoned the cancellations team and I am the one that needs to following up in between their departments.
I hope that this was just an error with the logistics department and they made a mistake when capturing the package into the system. Will update my review once VOX has rep**** and provides me with feedback.
Thank you for your review.
Kindly note that the details of your query have been sent to the logistics team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for your review.
Kindly note that the details of your query have been sent to the logistics team to investigate and assist.
We will provide feedback to you soonest.
Kind Regards,
Vox
Thank you for you reply. After my review I have received some feedback from VOX. The hardware I was billed for was for a router that was cancelled in April, but VOX never collected. They advised me that they have received both cameras but didn't receive the router.
I wasn't even aware that they needed the router as it wasn't stated anywhere. I spoke with the call centre agent and she advised me to return the router to the VOX office in Faerie Glen as they will not be sending a courier for the router as they already send a courier.
I went to the VOX office yesterday, struggled to get access to the building as the receiptionist left early and there was no one to answer the door even though the trading hours are up to 5pm and it was only 4pm.
Finally someone came out to help me. They understood the issue and took the router and issued me with a document that the router was return.
I had a look at my account and it is still not credited, I forwarded the proof to the logistics department and logged yet another ticket on the online system for the return. I will update my review again once I have received feedback from the VOX team regarding the credit note that should be issued.
Thank you for you reply. After my review I have received some feedback from VOX. The hardware I was billed for was for a router that was cancelled in April, but VOX never collected. They advised me that they have received both cameras but didn't receive the router.
I wasn't even aware that they needed the router as it wasn't stated anywhere. I spoke with the call centre agent and she advised me to return the router to the VOX office in Faerie Glen as they will not be sending a courier for the router as they already send a courier.
I went to the VOX office yesterday, struggled to get access to the building as the receiptionist left early and there was no one to answer the door even though the trading hours are up to 5pm and it was only 4pm.
Finally someone came out to help me. They understood the issue and took the router and issued me with a document that the router was return.
I had a look at my account and it is still not credited, I forwarded the proof to the logistics department and logged yet another ticket on the online system for the return. I will update my review again once I have received feedback from the VOX team regarding the credit note that should be issued.
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation from the Accounts team that the billing query has been resolved.
The hardware was booked back and the necessary amendments have been made on your Vox Account.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox
Thank you for your patience whilst this matter was being investigated.
Kindly note that we have received confirmation from the Accounts team that the billing query has been resolved.
The hardware was booked back and the necessary amendments have been made on your Vox Account.
Should you require any further assistance, please do not hesitate to contact us on *** or email ***
Kind Regards,
Vox