Nintendo DS Lite Repair Con!
I needed to get a DS Lite repaired in a hurry and found this guy Kevin Ndege from www.123webhost.net, based in Penylan Road in Cardiff. I submitted an enquiry form and he phoned me up, promised to fix it as soon as it came in. He was really helpful so I sent him the DS and transferred the money the same day.
Three weeks later I am still waiting for it. They won't answer the telephone and reply to my emails with promises that they will do it that day and I will get it in a day or two.
I probably shouldn't have been so stupid as to use them in the first place but there you go! If you come across them - run!
Official Replies from 123 Webhost.net
Hi, I would like to speak on behalf of 123Webhost, I do apologise for the experience Maddy1 has had with us. We do get quite a lot of repair done on the game consoles and it’s our policy to ensure that each item sent for repair to us is repaired and delivered back to our customers in good time. As for Maddy1 I do fully understand the experience she has had with us and feel it is NOT acceptable, I also do fully regret on behalf of 123webhost and also personally, it is only by seeing where we went wrong that we can correct the situation and ensure we learn from our mistakes, and from this we can only get better. Due to the large amount of repairs we had a problem dealing with the replacement after a loss through the post. We have learned from our mistake and added procedures to avoid any delays in dealing with a similar situation in future. Since we rely on a third party company for our deliveries even though they are all sent as special delivery with insurance we cannot guarantee 100% delivery and it’s for this reason that should we lose any of the items sent to us for repair we will send a replacement within three days, the company we use for our deliveries take 21 days to process the insurance pay back to us. We send replacement straight away once a loss has been reported to us. On any replacement we lose money, since our repair charge is about £18, but we see it as a matter of principal rather than how much loss we may incur. I hope Maddy1 will accept our apologies. 123Webhost.net operates only as 123webhost.net and we DO NOT have any other company or website operating as a sister company. We do all our repairs in house and Do Not send any of our repairs to any other company. Should anyone require any more information regarding this issue I will be happy to assist in any way. I will also update you on the progress of Maddy1 getting a replacement unit by tomorrow 31st August 2008 as we have already sent a replacement unit. Kevin Ndege – 123Webhost.net
Joanne,
As per your review, you never trusted me from the time you saw the review by Maddy1, even after sending the item and tracking numbers you still don’t trust me, am also amazed at your suggestion that I might be buying the tracking number online. Am happy with the work I have done for you even after finding added problems to the second console that I was able to get repaired.
I still believe you will receive the items since I did send them. For your kids especially I am sorry for the delay it’s taken, and this was due to the nature of the work that was carried out.
For your repairs you did send me a cheque, which cleared on the 30th July 08, normally we would have to wait till the cheque clears for us to send the item back to the customer. I was willing to send you the items without having to wait for it to clear, just that I hadn’t finished repairing them. I would like to request you inform us once you receive the items to show that I did send them and not to forget that the repair was done.
Below shows the item was sent.
Your item, posted on 31/07/08 with reference has been passed to the overseas postal service for delivery in SPAIN .
As a customer in Spain when the item was sent we were promised it will take three days to get to you, even after paying extra for this you should have received it latest yesterday but you still haven't, am just guessing since its overseas please give it a day or two, remeber our policy still stand should you not receive anything we do send replacement after 7days of postage to you.
I have loads of happy customers and I will be requesting new customers to write reviews of their experience with us, we do get the jobs done and returned as fast as we can and should we encounter difficulties depending on the nature of the work we will let our customers know straight away. As for your case I found additional problem with one of the consoles, which I did communicate with you, I never asked for any extra payments like other companies might do even after your suspicion on me I still stayed focused on the job at hand and it’s for this reason that am happy with the job I have done, I do regret you have had this experience with us. We don't just do DS repairs we do loads of other repairs as you can see on our website and we don’t get these comments. It's natural for bad comments to be reviewed and it’s from these that we learn what we can better in what we do.
The service I offer is personalised, it’s also easier to get to us than to get to bigger companies for support or even to hold anyone accountable for anything. I am here to do the job for you, listen to you and where there is room to improve on our services then I will do it.
I am authorized to speak on behalf of this company and would like to post an official response
Maddy1
- Goodwill: Livid with rage
- 164 Views
- 13 Comments
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Comments
Maddy1, did you ever get your DS returned? Was about to send a DS into 123webhost, but saw your review Thanks Libby
Hi Libby, No it still hasn't arrived. I managed to get through to him on the phone last week and he said he sent it the week before. I asked him to check with Royal Mail and he said he would phone me back but he hasn't. I don't think he had any intention of ever sending it. They have a new website which gives the impression of a reputable business. I've since found out that Nintendo will fix their products for a comparable cost. I would use them in future. Maddy1
Hi, I would like to speak on behalf of 123Webhost, I do apologise for the experience Maddy1 has had with us. We do get quite a lot of repair done on the game consoles and it’s our policy to ensure that each item sent for repair to us is repaired and delivered back to our customers in good time. As for Maddy1 I do fully understand the experience she has had with us and feel it is NOT acceptable, I also do fully regret on behalf of 123webhost and also personally, it is only by seeing where we went wrong that we can correct the situation and ensure we learn from our mistakes, and from this we can only get better. Due to the large amount of repairs we had a problem dealing with the replacement after a loss through the post. We have learned from our mistake and added procedures to avoid any delays in dealing with a similar situation in future. Since we rely on a third party company for our deliveries even though they are all sent as special delivery with insurance we cannot guarantee 100% delivery and it’s for this reason that should we lose any of the items for repair we will send a replacement within three days, remember our company takes 21 days to process the insurance pay back to us which is normally less than what we give back. On any replacement we lose money, since our repair charge is about £18, but we see it as a matter of principal rather than how much loss we may incur. I hope Maddy1 will accept our apologies. 123Webhost.net operates only as 123webhost.net and we DO NOT have any other company or website operating as a sister company. We do all our repairs in house and Do Not send any of our repairs to any other company. Should anyone require any more information regarding this issue I will be happy to assist in any way. I will also update you on the progress of Maddy1 getting a replacement unit by this Friday 1st August 2008. Kevin Ndege – 123Webhost.net
The suspense is killing me!
Maddy1, did you get a DS on 1st August 2008?
I think I'll give it a pass on this company....
Hi Libby, We did send the DS to Maddy1 as promised, hopefully she will confirm this.
Kevin 123Webhost
Hi Libby, We did send the DS to Maddy1 as promised, We actually sent it on the 30/07/2008. We have checked the track and trace report on the delivery and this is what we got.
We have tried to deliver your item from our * Delivery Office before 10:26 on 01/08/08 and we have left a while you were out card.
This shows the item is actually awaiting redelivery or collection for Maddy1.
Kevin 123Webhost
Hi Libby, yes a replacement arrived on the 31st. I was unable to collect it until today.
Kevin,
Consumers can appreciate that work can pile up and will allow a reasonable time for a company to fulfill their order or return their goods and refund their money. Especially if the company takes a deep breath and calls them or at least emails them and explains what the problem is.
Unlike the run around I got. If I may quote you; in your written replies dated 26th June - I will expect it tomorrow, get it repaired and send it back tomorrow. Will keep you posted. 2nd July - We should get it done today and sent back to you. 10th July - I will send your Nintendo DS Lite tomorrow, you will receive it on Saturday by 1pm. I do understand how you feel since there was no communication on my part please accept my apologies. 16th July - I am arranging for a replacement Red Nintendo DS Lite to be with you by this Saturday. I will send you the reference number of despatch to you tomorrow or Friday but either way you will have one to you to the original address.
In late July when I got hold of you on the phone you mentioned that you had sent it though you were unable to give me details or contact me the next day as promised. At that stage you could have told me that it was lost and that you were having to claw back money from your insurance before you would replace the 'lost' Nintendo. I may even have believed you.
I believe that the only reason I finally got a replacement was because I called you and told you I had left you a bad review online and that I was going to contact Cardiff Police, Cardiff City Council and the Chamber of Commerce until you actually returned the broken Nintendo and refunded my money (£49.50 - £16.50 repair charge plus parts and next day delivery - ahem.)
So thank you Sutori. I finally have a replacement but I can't help but wonder if it is at the expense of someone else.
WHAT A NIGHTMARE!
We are awaiting the return of 2 PSP's - 48 emails later, and promises every day that they will be returned and nothing.
Beware - this guy is all over you until he has the cash, then its little or no reply, unless prompted with threats of the police or watchdog etc. even then he just lies and gives false promises after false promises.
Also beware - This guy buys postal tracking numbers off the internet, to use later, so when he tells you he has posted, and gives you the tracking number, the royal mail website can't report on the number because he hasn't physically posted.
Right now, I believe he has stolen 2 PSP's off two little kids, what a low life. I will be contacting the Police, Watchdog, and plastering my bad experience over the internet.
Avoid at all costs.
Kevin Ndege:
23/07/08 - I will keep you posted once I send them back to you hopefully sometime tomorrow
28/07/08 - I will be sending the PSPs back to you this Wednesday (30/07/08) or Thursday (31/07/08)
29/07/08 - As promised, I will get it (one PSP) sent by tomorrow and I will email you the tracking number, and check with you until you receive them.
30/07/08 - I will send you a tracking number once posted before close of business today ( royal mail website states it was posted 31/07/08)
31/07/08 - I will be sending the other one today
01/08/08 - I am sending the other one tomorrow
02/08/08 - I will send to you today as promised
04/08/08 - send it today the tracking number for the second one is .......
We live in Spain. But that really isnt a problem as once posted and confirmed with royal mail, we have the security of knowing they are registered and will turn up. however with Kevins track record, right now the first tracking number shows "something" is going to "somewhere" in Spain, and we have little faith anything will turn up here. The second tracking number hasnt even been physically dropped off at royal mail yet - see above about what i said about this guy buying tracking numbers off the internet before he physically posts them.
No email repsonse now for 3 days
Joanne,
As per your review, you never trusted me from the time you saw the review by Maddy1, even after sending the item and tracking numbers you still don’t trust me, am also amazed at your suggestion that I might be buying the tracking number online. Am happy with the work I have done for you even after finding added problems to the second console that I was able to get repaired.
I still believe you will receive the items since I did send them. For your kids especially I am sorry for the delay it’s taken, and this was due to the nature of the work that was carried out.
For your repairs you did send me a cheque, which cleared on the 30th July 08, normally we would have to wait till the cheque clears for us to send the item back to the customer. I was willing to send you the items without having to wait for it to clear, just that I hadn’t finished repairing them. I would like to request you inform us once you receive the items to show that I did send them and not to forget that the repair was done.
Below shows the item was sent.
Your item, posted on 31/07/08 with reference has been passed to the overseas postal service for delivery in SPAIN .
As a customer in Spain when the item was sent we were promised it will take three days to get to you, even after paying extra for this you should have received it latest yesterday but you still haven't, am just guessing since its overseas please give it a day or two, remeber our policy still stand should you not receive anything we do send replacement after 7days of postage to you.
I have loads of happy customers and I will be requesting new customers to write reviews of their experience with us, we do get the jobs done and returned as fast as we can and should we encounter difficulties depending on the nature of the work we will let our customers know straight away. As for your case I found additional problem with one of the consoles, which I did communicate with you, I never asked for any extra payments like other companies might do even after your suspicion on me I still stayed focused on the job at hand and it’s for this reason that am happy with the job I have done, I do regret you have had this experience with us. We don't just do DS repairs we do loads of other repairs as you can see on our website and we don’t get these comments. It's natural for bad comments to be reviewed and it’s from these that we learn what we can better in what we do.
The service I offer is personalised, it’s also easier to get to us than to get to bigger companies for support or even to hold anyone accountable for anything. I am here to do the job for you, listen to you and where there is room to improve on our services then I will do it.
Its a pity you dont put as much effort into communicating with your clients as you do trying to defend yourself on here
07/08/08 - Current situation:
PSP 1 (RJ087497762GB), which you said you sent and gave us a tracking number on 30/07/08 - Your item, posted on 31/07/08 with reference RJ087497762GB has been passed to the overseas postal service for delivery in SPAIN .
PSP 2 (RJ087500170GB), which you said you had sent and gave us a tracking number on 04/08/08 - Information on your item is not yet available. - YOU HAVEN'T POSTED IT YET!!!!!!!!!!!
WHERE THE HELL ARE YOU GETTING THESE TRACKING NUMBERS FROM BEFORE YOU HAVE PHYSICALLY POSTED THE ITEM?
I will continue to put updates on here until you return the 2 PSP's, as I have had enough of dealing with you on email, and continually calling an unanswered phone.
Dear Kevin
We recieved the first PSP on Friday 8th August 2008. This has various problems you already know about. (non functioning left button,and game freezes) The solutions you have offered have not fixed these problems
The second PSP, that you said you posted on 04/04/08, was actually posted on 13/08/08
From the Royal Mail website: Your item, posted on 13/08/08 with reference RJ087497762GB has been passed to the overseas postal service for delivery in SPAIN
The second PSP has now turned up on 18/08/08
On using this PSP, which was the one that had a cracked screen gave the message:
The system software of your PSP system is version 2.81. To start, you must update to version 3.52 or later. Do you want to update now? yes/no
On pressing yes: The sytem configuration of this PSP system does not appear to be correct. The update cannot be completed. Contact technical support for assistance (DRNFFFFFFD7)
On pressing no: you get stuck in a loop, going back to the software upgrade screen.
this happens with different games
The very worrying thing here is that we bought the 2 PSPs in the Sony shop in Ceasars Palace shopping centre Las Vegas. The first PSP you sent back is the same serial number: PP874993996-PSP1001. The second PSP you sent back which should have a serial number of PSP874994009-PSP1001, actually has a serial number of 01-27400119-1644810-PSP1003
So after 1 month of stress, we gave you £95 to fix two PSPs, one could not read discs, the other a cracked screen. After 58 emails, we have one PSP back with problems, and a totally different PSP that is stuck in a sotware upgrade loop and useless
Of course I will be updating Sutori.com
Joanne
i sent a ds for repair on friday got a phone call on saturday morning from kevin to say he was working on ds and had found the problem.sent payment that day and recieve ds back in perfect order on tuesday with 50pence enclosed that i had over paid and not even realised. very impressed with turn around and honesty many thanks Brett.
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