Disappointed

[chrisj]

Hi,

I am disappointed to see Hexus adding YOYOtech to the forums alongside the likes of Scan, from my experience they are nowhere near in the same league. I purchased from the YOYOtech site a couple of months ago, and my item was not delivered within the timeframe given. I tried contacting through the online support form but received no response. I next tried phoning, and after many attempts calling the national rate support number eventually I got through to someone, and was told he needed to put me through to another department. I was put on hold for about 10 minutes, then the original person said that no-one was answering in that department and that I'd get a call back within an hour. Next day and no call back, so I go through the process again. This repeats for several days until I eventually find out that the Royal Mail had the parcel and had had it all along, so I had to wait the 15 days to report a lost parcel. After this time it became evident that the parcel had been delivered to the wrong address (I do not know who the blame lies with here, Royal Mail or YOYOtech). Repeat the process of calling again with similar response until I eventually got through to someone who actually called me back. The problem was sorted and I eventually got the product, which is excellent.
I hope that YOYOtech joining these forums is a sign of better things to come, as I won't be using this retailer again until the support improves. I don't like to give bad reviews of retailers, and feel kind of bad doing this now, but I just want the company to know so that hopefully they can change, at least by:
- Providing a geographical number for technical support, not having a landline I can use caused me huge mobile bills on calls to the national rate number.
- A better online support system - visit the Scan website for pointers - I like to track my problems
- A parcel tracking system - would have solved my problem from the start

Chris Jordan

[Whiternoise]

Are you sure it is their fault?

Sounds like Royal Mail have been screwing you around - it wouldn't be the first time they've delivered packages to the wrong address.

[Dav0s]

whether royal mail screwed him over or not is irrelevent, he is saying that he tried to get support from yoyotech, and couldnt.

[kalniel]

If yoyo provide bad support then all the more reason for them to have an open forum here for us to a) ask them about these occurences and b) easily see other people's experiences.

I'd much rather have some accountability and maybe it'll help yoyo drive up standards

[YOYOtech - CK]

Hi Chris

I am sorry to hear your disappointment. Let me assure you our intention to join Hexus is to improve our service to our valued customers, never the less please keep in mind that we are a small retailer based in Central London.

It took some serious thinking to launch our forum. In an environment where essentially we would be compared with established companies like Scan.

I think Scan is excellent company and you are right we do need to learn from them. The reason for us to setup this forum is not to compete with them it is to provide better support for our customers, there are approximately 10 fulltime guys here at YoyoTech, and we are all multitasking.

Some times when things are really hectic, or we're short staffed, it can be difficult, so we wanted to give you guys and easier way to communicate and hopefully this forum will help, and we can learn lot from Hexus community.

I’ve noted your request of tracking orders and we will be working on it, all feedback is very useful.

If you happen to be in Central London sometime pay us a visit and lets see if we can persuade you to buy from us again; So guys give us a chance to extend our services to you all.

[MonkeyBum]

Well I'd never heard of this company till now, but it all looks promising If you have had bad service, then the forum is only going to help in getting everything sorted

[chrisj]

Thanks for the responses guys. I'm sure the forum will work to enable customers to share experiences and to help the YOYOtech staff to provide better support. Upon re-reading my post I see that it may come across a bit harsh at the start, for this I apologise. I hope that YOYOtech find my post helpful to find out the areas with problems and to improve them. Best of luck with the forum and the inevitable growth of the store.

[EvilWeevil]

I had vaguely heard of you guys before, but your web prices instore policy seems great to me, so I'll definitely be paying a visit to your store as its really quite convenient

[BlindMelon7]

Welcome to Hexus guys

[Andrzej]

Years ago, before I really knew any of the people at YoYoTech, I'd sometimes be forced into buying some piece of kit at the weekend

Rather than use 'a certain local superstore'...

...I ventured into the heart of London and did the full-on-recon of every shop down there to compare not only prices - but also the range carried and to get eye contact with the guys working in the shop (character - do they know what they are talking about etc)

Everytime I came back with a purchase - it was from YoYoTech

They are not massive - but they really care and certainly want to do better

ChrisJ was right to post 'strong' if he has not been happy...

...afterall - only companies that invite your criticism in a public arena are likely to care what you think or want to improve

If any of you are ever in London - you have to check out their main store (one of three, I think, including a store inside University College)

It is like someone has gone to a major exhibition like CeBIT and just brought back 'the best bits'

They carry all of the cool chassis - top end graphics cards/mainboards - and an array of PSUs around the £100 mark to make a weaker retailer's eyes water

It will be worth reading what the other HEXites post here about the store because, for me, it is head and shoulders above everything around it

Overall, while important, having a great range is just one part of the puzzle

These guys need to be kept on their toes about service and support as well...

...but they have 'stood up to be counted' - so let's get counting

[YOYOtech - CK]

...it is head and shoulders above everything around it...

Really appreciate you saying that !

We try very hard to have the right stock at the right price and it is always good to hear people say we have got it right

Our store is unique and our product range extensive - PLUS we try to have as many products in stock as possible - so it is well worth a trip to see some of the latest products 'in the flesh' before you buy... something that web stores cannot offer !

[Jay]

Since yoyo have joined this forum I think anyone who has had a bad experience should give them another go. It looks to me like a small company that has steadily grown over time. Just being here shows you that they had an idea that they needed to improve customer care and by being here shows you that they now intend to give the best customer care they can.

[raverbaby]

Yo Yo Tech are easily the best pc component retailers i have EVER used or experienced and i have experienced a hell of a lot

[topgun23]

Yo Yo Tech are easily the best pc component retailers i have EVER used or experienced and i have experienced a hell of a lot

That must include the time they never charged you postage for collecting in store - do you work for YOYO TECH??

[vicar]

A big welcome to Yoyo tech crew.

I have used their shop off Tottenham court road, and the guys in there gave me good and impartial advise, even when they didn't have the item in stock.

I def will use you again. Even big names make mistakes and don't always deliver, if we can give them a second chance why not yoyo tech?

Once more glad to have you guys onboard the good ship hexus.

[YOYOtech - CK]

...A big welcome to Yoyo tech crew...

Thanks for saying so - hope to see you in store again soon!

...do you work for YOYO TECH...

Definitely not on the payroll !
But it is always nice to hear from customers who have tried us and liked what we did