Aria have lost a customer.
Aria Computer Components Online
We discovered Aria.co.uk some four years ago and have bought all our computers, computer components, TV’s, Printers, Photography equipment, etc form them since that time, totalling 39 orders in all.
We have always recommended Aria to all of our friends, colleagues and clients, as their products and service has always been second to none. But we have placed our last order with them. Why? Let me tell you….
Aria Telephone Sales and Support
Although Aria is an online store, one of the things that we loved about them, apart from the excellent value for money, was that you could get straight through to them on the phone and that if they said it would be delivered next day, we could rest assured that it would arrive. In the past few orders that we have placed, however, we have found that the telephone waiting times have grown to get to the annoying stage and when we paid for next day delivery on items that were supposed to be in stock, end up taking longer to deliver, or items were simply not in stock. The last order that we placed, however, took the biscuit.
On the 9th February, we placed an order online;not a massive order, about £350 quid. The parts showed in stock and we paid for Saturday delivery, as next day delivery misses out the weekend and if you order on a Friday, you get it on a Monday. We paid for Saturday delivery, as we were desperate for the parts, as Kai’s main machine was out of action. Saturday came and went and we had to wait until Monday to phone Aria’s Support line to find out what the hell happened to our computer parts. We phoned Aria.co.uk on Monday morning, waiting on hold for 45 minutes to be told that one of the RAM sticks wasn’t in stock, so they didn’t send any of the order. Then we were told that they couldn’t simply replace the ram sticks and that a new order would have to be made. Why?, Because the RAM stick in question, would be in stock within 24 hours, however they refused to deliver it until the following Saturday, because we had paid extra for Saturday delivery, so we had to cancel the order and reorder with a different RAM stick and next day delivery. Bearing in mind, another 20 minutes had passed to get to this stage.
The Aria salesperson said he would look into the most suitable RAM stick for us and call us back within the hour. Four hours later, we had to call again, as he hadn’t bothered his arse calling us back. We called again, 50 minutes waiting time this time to be told that nobody else could help us but the chap we had be speaking to, but of course….. he was on his lunch and he would call back as soon as he got back to his desk. Did he? Nope.
Next morning we called Aria again, another 34 minutes waiting time, of course, he was day off, so we had to start from scratch again. Amazingly, unlike the previous day, anyone at Aria could deal with the problem. 25 minutes later, we were still getting nowhere, as it seemed nobody in the whole of Aria was capable of telling us which RAM stick was a direct replacement for the RAM that we had ordered. As nobody could give us the info we needed, we had no option but to cancel the order. The Aria person on the phone said they were sorry we had had this difficulty (the first person to apologise) and that they would arrange for the payment being refunded and credited to our credit card.
After 48 hours, the online ordering system still said processing, so we phoned again, 38 minutes this time, before we got through……… are you getting bored yet, or did I lose you a long time ago?
I’ll cut the story short there, but despite speaking to them twice since then, Aria’s online system still says processing and our refund has not only not arrived back in my credit card account, but - get this - this is honestly what I was told today, “The man that deals with the refunds on your account has been off sick, but it should be done by Tuesday of next week” Isn’t that wonderful!
This Aria ordering debacle has undone all of the work that has been done by the Aria staff over the past few years and they have lost our business. Not just our business, but the business of the dozens of people that we would be recommending them to over the coming months and I’m sure I’ll recount this tale to anyone thinking of shopping for computer components from Aria, that mentions it to me.
Lesson To Us All
Let it be a lesson to us all in the service and retail industry, that no matter what reputation and trust that you have built over the years, you can blow it all with a lapse in service, or a member of your staff not being properly trained. I’m sure Aria don’t care that they have lost our business, with 45 minute call waiting times, they seem to be busy enough without our custom!