I have been a DABS customer for more than ten years, I bought my first PC from them, and many other PC’s and bits and pieces over the years, as have alot of my family and friends due to my recomendation, well, you can guess what I’ll be telling them now !!

Avoid DABS like the plague.

I have spoken briefly to Nic Colley and sent the e-mail she requested, if I do not receive a satisfactory response my next call will be to a friend who is in the employ of a National weekend newspaper who specialises in expose’s of large companies/corporations with such reprehensible practices, and we’ll see how good for business a media spotlight is.

Instead of bothering with their email system I called HDNL who advised me my item had been left with a neighbour all of this time… they had not thought to leave a note at my house or update the Dabs website with said information!

If your case is different and the courier service deny having received the product from Dabs at least you will know where the problem lies and Dabs cannot fob you off by blaming the courier.

thanks for the comments.
Owen – I haven’t posted here in isolation, however I know some people do come by this way, and I wanted to offer the official route into the team. Of course the website has contact details, either a chat option, or an email option too.
Telephone support is a hotly debated subject within the business, currently it isn’t offered but there are business cases both for and against.
Catherine – if you received a reply it will either have been an automated acknowledgement, or you may have made a mistake in typing the address? We don’t have a mailbox as such, so they don’t get bounced like a full Outlook box would. If you are a consumer and you call the Business Sales team, I’m afraid they will not be positioned to help and it will just cause more frustration. Try the emails/chat first, please!

As ever, please get in touch with the team if you need help for all the reasons I gave above. Trying to make shortcuts just impacts on service for everyone while the wrong people forward your contact to the wrong team multiple times!

Cheers

Jon

May I suggest you could save your distraught customers a lot of stress by simply placing that information on the dabs website (for starters), and provide a proper customer service number on the website too.

I have placed an order for £500 worth of goods at dabs.com (not yet processed) and I’m seriously considering cancelling my order before the stress begins.

Email and chat systems are clearly woefully inadequate for customer service in a company like Dabs. By all means use them in conjunction with telephone support, but not instead of. Your competitors manage it, so why can’t you?

I’m Jon and I’m the Customer Service Manager for Dabs.com.

Reading back through this thread is quite an education. I can see the definate changes in our service over the years. I believe that we’ve come a very long way but we can’t be complacent. One of the biggest changes is that there is a genuine desire to listen, change and improve in my department and the business as a whole.

Although I can understand the temptation to mail individuals in the organisation directly, can I ask you first to contact me and my management team on csmanager@dabs.com if assistance@dabs.com isn’t getting you a resolution. When individuals get mailed I lose sight of root causes, your mail may disappear and the team can end up duplicating work (which slows everyone’s solutions down). I promise you we are picking up those mails and they will be responded to.

The vast majority of our customers have a happy, drama free experience however for the few who don’t – rest assured I take each and every customer’s issue seriously and I make you my personal promise that where a resolution is in order it will happen. Customers are ultimately in charge of the business, and I know that without customers my colleagues and I will all be looking for a new role.

Jon

0870 429 3010 – sales
0870 429 3459 – Neil Catto – finance director
0870 429 3458 – karen – PA to directors

if you change the last number you will get through to most the directors, hope this helps.

Yesterday I tried my usual login and password but they weren’t accepted, so instead i registered a new account and ordered the items I want to buy.

Today I wanted to logon to check the order status and…. guess what, it wont accept my newly registered email and password either!.

Tried their realtime chat. To be fair the person on other end seemed nice and not a total idiot, but was unable to help. I don’t think its a problem my end because I completely flushed firefox’s cache/cookies and even tried in both a different browser (IE) and on a completely different machine!.