Rejected - Premier One Vision Computers' bad customer service

7 September 2010

We'd never heard of povdirect.co.uk until avid Bitterwallet reader Mike got in touch to let us know about their jaw-slackeningly bad attitude towards prospective customers. Mike noticed one of their products, advertised through Google Shopping, was at a enticingly low price - so like all frugal-minded shoppers, he ordered it. Subsequently the order was cancelled, and an off-key email from povdirect.co.uk arrived:

Dear Valuable customer ,

Sorry we have a pricing error its missing the 3 ie £315 not £15 as we are sure you are away, this order have been made void, and futher order[sic] will not be accepted from yourself.

Thanks
Best Regards
Premier One Vision Computers Ltd

Cancelling an order because of the retailer's error is commonplace, but banning a customer from placing another order because of their mistake? Mike sent a short reply back:

Very succinctly put. May I advise you to check your pricing in future rather than wait for customers to flag up your mistakes?

A terse reply, although admittedly one to news of a cancelled order and being banned from the site. Would Premier One Vision Computers be the bigger man? No:

With over 100,000 products occasionally errors do happen, but likewise perhaps before you had put an order through for under £30 you could had called to check, either way we reserve the right to accept or reject orders.

And the fact you ordered obviously knowing the price to be incorrect effectively prevents you ordering from our store now or at any future time, and you did not flag up this mistake, you placed an order possibly hoping that it would have shipped unchecked, unfortunately for yourself every order is 100% checked, at 3 manual levels, and we have a 0 failure rate.

Bloody hell. Reader Mike is looking considerably less than the "valuable customer" he was at the beginning of the email rally, but to his credit he replied succinctly:

Hi, thanks for your reply.

I actually came across your link through the Google Shopping search and as there were numerous other websites selling the same or similar products at relatively similar prices (though not the same) I had presumed that the very low price was down to perhaps a clearance or some other similar event. Not entirely inconceivable.

The reason I opted for your site was not down to the price (many of your competitors listed the same product at a lower price), but the design of the site itself. I'm guessing that in future I should be checking for customer service reviews.

I'm now guessing that your site is an aggregator, so may I suggest you vent your displeasure at the feed provider and not the customers?

Thanks,
Mike

A calm, assured, non-threatening reply - it doesn't seem like an unreasonable response from the customer. So if you were the retailer, how would you reply, bearing in mind the mistake was that of somebody other than the prospective customer who wanted to spend money with you? That's right!

Subject: *****rejected*****
Date: Mon, 6 Sep 2010 14:43:35 +0100
From: [email protected]

*****WE ARE SORRY BUT YOU HAVE BEEN BLOCKED FROM CONTACTING THIS NETWORK*****

Congratulations to Premier One Vision Computers and povdirect.co.uk for the worst example of customer service we've seen in quite some time.

TOPICS:   Consumer Advice

33 comments

  • Mike
    Hi Chaps and thanks for publishing my lovely dialogue. I image I won't be the last person to experience their unique forms of diatribe.
  • Devon A.
    This is really disappointing. What would British heroes of the past such as Kriss Akabusi say about such horrible service?
  • Zeus
    I also ordered the same device and received an email to say dat it was priced incorrectly and dem no worry we me card not be charged. However manz did charge my card and they have taken the dollar from me account. I tried to holla they phone, but it just give a me the ring ring.
  • Marky M.
    @ Zeus. U no bin taking ur medication then? Perhaps not strong enuf?
  • David C.
    That is absolutely shocking. I do hope more people that are looking to buy products from Premier One Vision Computers read this and see how badly they treat customers.
  • Faz
    I wonder if Zeus didn't have any problems simply because they didn't have a fucking clue what he's saying?
  • Nobby
    > Dear Valuable customer , Valuable? "Valued" I can understand. > Sorry we have a pricing error its missing the 3 ie £315 not £15 as we are sure you are away Why are they sure he is away? Do they mean aware? I just emailed them saying I want to buy the solid state drive on their front page for £159.26+£4.95 delivery, but that it is £164.40 inc delivery on amazon. I know their policy is to permanently ban anyone ordering something that later turns out to be a pricing error, so can I check that this is the correct price as it is more expensive elsewhere by 19p and do not want to be banned for knowingly paying less than it is sold for elsewhere.
  • Nobby
    > (about us) Premier One Vision Computers Ltd was incorporated in 1999, as a Total Information Technology Solutions Provider. Looks to me like it is run by pimps ... TITS provider. I bet they laughed in the office after writing that. > Whether you want to know ................... or how the Internet works. We know, and we're happy to take the time to help. Maybe they need a phone call. Help, how does the internet work?
  • Baro
    I wish we could leave some kind of customer comment on their website... i'd be right on it :) (even tho i've never been their customer and never will be) :)
  • Robin
    POVdirect.co.uk sounds like a prawn.
  • Ricky
    From http://www.povdirect.co.uk/INU_PartnerInfo/INU_AboutUsL21.ASP : Here are just a few of the reasons why you should shop with us: - We treat every customer with respect. We consider every transaction of critical importance.
  • PokeHerPete
    Its the equivalent of calling someone a cunt on MSN then blocking them!
  • M4RKM
    @Mike Unt - how about [email protected]
  • Mr B.
    So do we go to war with India?
  • me
    DECLARATION – I am of Indian Origin ( does that allow him to be a cunt?)
  • angelkitty86
    "We treat every customer with respect. We consider every transaction of critical importance." ..erm ya. Awful customer service. Someone needs a bollocking
  • Marky M.
    DECLARATION - I'm a cunt too. I even went to DFS last weekend. Phew! Just made it before the sale ended!
  • Brian's U.
    http://maps.google.com/maps?f=q&source=s_q&hl=en&geocode=&q=Ellingham+Way,+United+Kingdom&sll=37.0625,-95.677068&sspn=51.222969,78.837891&ie=UTF8&hq=&hnear=Ellingham+Way,+Kingsnorth,+TN23+6,+United+Kingdom&ll=51.1331,0.862684&spn=0,0.019248&z=16&layer=c&cbll=51.127788,0.862357&panoid=9OQU2Z7AbFdr1RHzIEpJdQ&cbp=12,264.53,,0,5 looks like a very small company
  • darkspark
    @Mike, You were enticed by the design of the site? It looks like it's been copied and pasted from bits of other sites with loads of low quality jpegs. The name doesn't inspire confidence either.
  • DangerM0use
    http://wck2.companieshouse.gov.uk/691b5f62280bb1ad0b2401d289fa6162/compdetails Nothing about TITS Provider too! :-)
  • George A.
    Does anyone know if POV Computers are good at sucking dick?
  • y
    @George Alun. Ask your dad.
  • Darren
    The company is partner of "http://www.idealo.co.uk/" email them complaining about povdirect!
  • Mike
    @darkspark I was just trying to be nice to them in the vain hope that they'd enter into a bit of dialogue. Seems I was mistaken!
  • me
    The nexr reply will be: " I KILL BLOODY ENGLISH"
  • The B.
    Their response to my email: Thank you for your email Mr Crowe We are aware of this article and the person behind it, action is currently being taken. If you can please provide your full address and details please Kind regards Sales Their "Engrish" has improved, I'm trying to work out if asking me for my address details is supposed to be intimidating or not, I guess I'll have to ask them.
  • The B.
    What's going on with the posting?
  • The B.
    Very bizarre, I've posted the same thing multiple times and it's failed to show on here. Anyway, basically they're now saying that they've reported us all to the police for being nasty to them, I gave them my name and address details which they have "forwarded on to the police", I've asked for the crime number, we'll see if it's forthcoming.
  • The B.
    Ooh, I'm now being dealt with by a very snippy (but not rude) gent called John (presumably William John Breckenridge a director as of the 23 July 2010). Bizarrely he seems reticent to provide the crime number, I'm guessing because there isn't one, ironically he could've avoided the entire debacle if he'd apologised and not behaved like a 12 year old in the first place but hey ho, anyway, I'm off to man the picket lines for the evening.
  • wombat
    Lol my comment is still awaiting moderation - here's a toned down version... Mike notices a pricing error and hopes the company are daft enough to send out his order. They catch on and say sorry but we caught on to your not so nice game and don’t want you as a customer now or in the future. OK not very professional; but why the (un)righteous indignation? It’s lucky the company weren’t planning to defraud anyone as some seem to suggest or they’d have taken £15 from Mike and everyone like him.
  • Pete R.
    As I understand it this guy mike, tried it on with the company and got caught out then we have advice from the real bob aka bob crow probably the most hated union man in the UK rather that trying to close UK companies, spare a thought for companies that work hard in this current market all because some toss pot could not get his own way, then you have bob the knob giving blogs getting paid loads of money while we can't get into work on the tube, not content with that he provide harrasment training, he really is the hater everyone says he is
  • Pete R.
    This sort of says it all http://blog.artesea.co.uk/2007/02/bob-crow-is-a-twat.html#comment-2475
  • Kate b.
    I came to this site from a defending Twitter blog and really disgusted by some of the comments on here I hope this site gets closed down, and if true about this union guy he should be sacked, seems the news of the world have got hold of his comments I can't wait to see the news

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