Bit of help on getting a decent update please

[mkell]

Hi Scan

After 4 phone calls I thought I would try here for a different approach.

I understand an RMA of this nature can take a while to resolve as it needs to involve another company. The time frame isnt the issue.

The problem is that I have not received any kind decent of update.

RMA raised 6/3/2014
Item received 13/3/2014
No update by 27/3/2014

I rang up and was told I would receive an update.


31/4/2014

Still no update. I rang again to be told they were not sure what was happening, by someone whom basically sounded like they wanted me off the phone so they could go home. Also sounded like a fix had been attempted by yourselves. (That might just be me getting the wrong end of the stick) and that a disclaimer needed to be signed. I stated that I didn't want any disclaimer of any description being signed without me first seeing the disclaimer.

I rang Focusrite for myself to try and find out where my hardware was and was told they have not had my device on site. We searched for both account details and for the serial number, Nothing.

Today I received an email saying that the item had been sent back to Focusrite as requested.

I rang up to get some more information on when it was sent to Focusrite and was told that the telephone staff dont have that kind of information.

All I want to know is where has my device been for the past 3 weeks since you received it? I understand that a company of your size will have a lot of RMA's to get through but some kind of detailed update would be nice.

I tried to ring Focusrite again today in case we got some details wrong last time but it is closed this afternoon.

I'm rather worried that my hardware is being passed from pillar to post for what should have been an easy fix.

[Mick@SCAN]

mkell ,

I am sorry to hear about the problems you are having, we have raised your query with the supplier returns team and requested further details concerning the situation with your item, as soon as we have more information we will update you via email.

Kind regards,

[Mick@SCAN]

mkell,

Just updating you to advise that the replacement item has been dispatched and should be with you tomorrow.

Kind regards,