Order/delivery problems

[Cheese_Slices]

I ordered a Dell X30 sat nav solution on Saturday as I need to use it this week for a business trip. The order process was easy and the sales assistant very well informed and helpful. Due to my need to get the device in time I paid an additional £5 to ensure delivery before 12pm on Tuesday (today). A package duly arrived before 11am as promised. Unfortunately it only includes most of the PDA, and does not include the cradle, the Tom Tom software or the car kit.

I contacted customer services who, after some pushing, said they would try to get it sent out to the address I will be at tomorrow by 9am. The response was a tad pessimistic and I was given no explanation as to why I only received part of my order. I do get the impression that once an order has been placed Total PDA/GPS aren't quite so bothered with customer satisfaction.

I will follow up this post with an update once (or if) the issue has been resolved. [My order number is 112376]

[Cheese_Slices]

Two days later I'm happy to say everything has been resolved!

The story goes like this. Having not received the remaining goods by 9am on the Wednesday morning as requested I called customer services again. I was then informed that all the goods had in fact been despatched and they were trying to track down where they had gone missing. Later in the day my original sales agent emailed me to ask for the full details pledging to resolve the issue. This commincation helped my confidence a lot and by 9.30 on the Thursday morning I had received the second parcel. The citylink driver said that there was meant to be two packets on the tueday but could only find one in the van. So it was entirely the fault of the courier company. (I'm getting back my early delivery fee too).

There are several lessons in this. First the customer should always try to check goods before the courier departs and read what you're signing for. (I didn't notice that there were meant to be two parcels). Secondly the Total PDA regained my confidence when I felt a named person was looking after my problem. It really is all about good communication, nothing actually changed - but I felt a lot better. I can now honestly say this was a positive experience and I would order from Total PDA again, although I would hope that it was Valerie dealing with my order.

Never underestimate the importance of quality customer service!

[BBallFan]

I am glad it worked for you. I took delivery of a box today. The holder, gps and disk with tomtom are there but the pda is missing. Can't get through to customer services.