Aria RMA's - pathetic

It's been almost a month now since I sent back my Shuttle. I don't want
anything fancy - no refunds, no alternative products, just another model,
exactly the same, to replace the one thats been faulty since arrival.

Clearly this is too much for them.

Does anyone know if this a situation where my Credit Card company can deal
with it for me? I just want a working shuttle, as quickly as possible. Being
without a machine for a month is taking the mick

On 06/01/2005 Michael Rodgers wrote:

It's been almost a month now since I sent back my Shuttle. I don't
want anything fancy - no refunds, no alternative products, just
another model, exactly the same, to replace the one thats been faulty
since arrival.

Clearly this is too much for them.

Does anyone know if this a situation where my Credit Card company can
deal with it for me? I just want a working shuttle, as quickly as
possible. Being without a machine for a month is taking the mick


I had the same issue with Dabs and an XCube. They proudly announce on
their web site that warranty returns take 6 weeks and it did.

I suspect that consumer law would deem this unreasonable but the time
and cost involved in a court case makes it uneconomical.

You could try your c/c company, last time I did that it took four
months to get my money back.

--
Jeff Gaines
Posted with XanaNews 1.17.1.2 http://www.wilsonc.demon.co.uk/delphi.htm

"Michael Rodgers" wrote in message
...
It's been almost a month now since I sent back my Shuttle. I don't want
anything fancy - no refunds, no alternative products, just another model,
exactly the same, to replace the one thats been faulty since arrival.

I realise it is frustrating, im gonna through a return at the moment,
however I must say that although it may take a while aria will eventually
sort it.
Also may i say that being "ALMOST a month" in terms of time that it takes
many retailers to deal with a return is nothing.
I had something as simple as a 20 odd quid graphics card go pop a few years
back.
It was ordered from ECLIPSE COMPUTERS, I returned it to them in the manner
they wanted, was not able to track the return at all and had no
communication from any staff (not a single email or phone call) in the end
i had to basically hound them day in day out to get the thing replaced,
when it was replaced it was with an inferior model, that had clearerly
already been used. All this took 12+ weeks to sort, they refused to refund
my postage that it cost to send the item back also.
With aria it may take a while, but you can log into your account through
their website to check on the status of the returned item, Customer Service
also email you when the return has been processed, and when it is
dispatched you should also get a courier tracking number emailed to you, so
all in all even though it takes time atleast they communicate with you and
deal with the return.


Clearly this is too much for them.

Clearly you failed to realise xmas is a busy time and clearly as it hasnt
even been 4 weeks are a bit impatient, christ my return to aria took about
4 weeks in total, i emailed customer service about 3 weeks in just asking
for any possible update on my return and they replied to me, so clearly its
not beyond them, they did make a slight cock up with my return (basically
cos the item was 11 months old and they automatically assumed that they
could send an identical product to me, which they couldnt cos they no
longer stock it. A few polite emails to Rob and Customer service at aria
sorted things though )
I admit aria are not perfect when it comes to dealing with returns, however
they seem to be a hell of a lot better then some of the clown companies ive
had previous dealings with. Im guessing this is probably your first return
of a computer part to one of the large online suppliers, if it wasnt you
would know that expecting everything to be sorted in less then 4 weeks
(especially over xmas) is expecting too much.


Does anyone know if this a situation where my Credit Card company can
deal
with it for me? I just want a working shuttle, as quickly as possible.
Being
without a machine for a month is taking the mick


You could contact the card people, however i generally find the polite calm
approach works best with most companys. May i ask have you tried to
contact them??? and if so was you polite?? Or did you make statements about
getting the card company involved and say things like "Clearly this is too
much for them." to the staff? If you did then im sorry to say it but
rudeness will only get you what you dont want!
I suggest an polite email just asking a few questions like......
Hi could you please if possible give me an update on my return, RMA number
XXXX? (where XXXX is your returns number)
Also try...
If at all possible could you give a rough idea of how long the return is
likely to take because............. (where ............. is the reason your
in a hurry to get it returned)
It only takes a bit of politeness and being resonable communication and im
sure within the next say 2-3 weeks all will be sorted for you.

"Dave" wrote in message
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"Michael Rodgers" wrote in message
...


Bloody hell m8. People cant afford to be without kit for a month!!
He has waited more than long enough.

He could quite easily order elsewhere and request a refund. More than a
month to wait without a computer is considered unreasonable by anyones
standards.

"Mike" wrote in message
. ..

"Dave" wrote in message
...

"Michael Rodgers" wrote in message
...


Bloody hell m8. People cant afford to be without kit for a month!!
He has waited more than long enough.

He could quite easily order elsewhere and request a refund. More than
a
month to wait without a computer is considered unreasonable by anyones
standards.

I guess its just a matter of opinion, but im sorry to say many online
retailers would take just as long or even longer dealing with a return, its
frustrating but IMO if time spent without your PC is that important then
the highstreet although more expensive is probably the best place for you
to shop.

"Dave" wrote in message
...

"Mike" wrote in message
. ..

"Dave" wrote in message
...

"Michael Rodgers" wrote in message
...


Bloody hell m8. People cant afford to be without kit for a month!!
He has waited more than long enough.

He could quite easily order elsewhere and request a refund. More than
a
month to wait without a computer is considered unreasonable by anyones
standards.

I guess its just a matter of opinion, but im sorry to say many online
retailers would take just as long or even longer dealing with a return,
its
frustrating but IMO if time spent without your PC is that important then
the highstreet although more expensive is probably the best place for you
to shop.


I do not think there is any excuse for online traders to be more relaxed
when it comes to CS and dealing with returns any more than High St traders.
The trouble is that too many people allow them to get a way with it.

Busy Christmas periods and cheap prices should be no excuse for offering a
substandard service. Selling items and dealing with returns should play
equal parts when trading of any kind. If a company cannot offer these two
sides of their business with equal gusto (whatever their prices) then that
company should not be worthy of anybody's custom and thus not be able to
trade at all. The trouble is, too many people DO give these companies their
custom and do NOT make a fuss when things go wrong.

I have just had an experience with Amazon which I found to be excellent. I
received an expensive peripheral from my wife for Christmas. On Christmas
day I found it to be faulty so went through their online RMA procedure, as a
recipient of this gift, asking for a replacement. I did not expect a reply
until the 28th at the earliest. On Boxing day I got a reply stating that a
replacement had been ordered and will be dispatched to my wife ASAP. I was
reminded that I was to return the faulty item within 30 days of receipt of
the new item, if my wife was not to be charged for two items. How I return
the item was up to me and they promised to refund my postage costs. My wife
received an email on 29th stating the item had been dispatched and she would
receive it next day (30th). It arrived as promised and I returned said fault
item.

Three points to highlight.
1. Amazon was cheapest place for this item.(so no excuse for cheap prices =
bad CS)
2. Amazon is a large company with a huge turnover. (no excuse for being
understaffed)
3. This all happened over the holiday period. (need I say more)

This sort of service is what ALL online companies should be aiming for.

MC

"MC" wrote in message
...
"Dave" wrote in message
...

"Mike" wrote in message
. ..

"Dave" wrote in message
...

"Michael Rodgers" wrote in message
...


Bloody hell m8. People cant afford to be without kit for a month!!
He has waited more than long enough.

He could quite easily order elsewhere and request a refund. More
than
a
month to wait without a computer is considered unreasonable by anyones
standards.

I guess its just a matter of opinion, but im sorry to say many online
retailers would take just as long or even longer dealing with a return,
its
frustrating but IMO if time spent without your PC is that important
then
the highstreet although more expensive is probably the best place for
you
to shop.


I do not think there is any excuse for online traders to be more relaxed
when it comes to CS and dealing with returns any more than High St
traders.
The trouble is that too many people allow them to get a way with it.

I wasnt making an excuse, the reality of the situation is 4 weeks is
nothing out of the normal for an online company to deal with a return.


Busy Christmas periods and cheap prices should be no excuse for offering
a
substandard service. Selling items and dealing with returns should play
equal parts when trading of any kind. If a company cannot offer these
two

I do agree that new sales and returns should be dealt with on an equal par,
but its a bit of a catch 22 as im sure if you ordered an item say the
22-23rd december you would hope it would arrive in time for xmas day, the
trouble is that if everything was dealt with equally that wouldnt happen,
we would then come full circle, except instead of moaning about how long a
return takes people would be moaning about how long a fresh order takes.

sides of their business with equal gusto (whatever their prices) then
that
company should not be worthy of anybody's custom and thus not be able to
trade at all. The trouble is, too many people DO give these companies
their
custom and do NOT make a fuss when things go wrong.

I think you are being a bit unfair there, a return can take a while from
some companies, but it does get dealt with, where as some others you are
highly likely to never hear from again, you cant tie them with the same bit
of string IMO. Aria may not be the fastest with regards to returns but
atleast they do deal with them, atleast IME they do


I have just had an experience with Amazon which I found to be excellent.
I
received an expensive peripheral from my wife for Christmas. On
Christmas
day I found it to be faulty so went through their online RMA procedure,
as a
recipient of this gift, asking for a replacement. I did not expect a
reply
until the 28th at the earliest. On Boxing day I got a reply stating that
a
replacement had been ordered and will be dispatched to my wife ASAP. I
was

Thats V.good IMO, and I myself wouldnt have expected a response for a few
days, so i commend amazon, the trouble with all this though is its
subjective, although you were happy, i can also guarantee amazon have also
had unhappy customers in the past.

reminded that I was to return the faulty item within 30 days of receipt
of
the new item, if my wife was not to be charged for two items. How I
return

Aria do the same, and its clear on their web site about how long a returns
number is valid for.

the item was up to me and they promised to refund my postage costs. My
wife

Again Aria do the same thing

received an email on 29th stating the item had been dispatched and she
would
receive it next day (30th). It arrived as promised and I returned said
fault
item.

That is very good trust me when i say not many companies would have matched
that final level of service


Three points to highlight.
1. Amazon was cheapest place for this item.(so no excuse for cheap prices
=
bad CS)

Amazon often are cheap, ive ordered from them in the past with no problems,
but ive always thought the design and layout of their website could be a
bit better, however that is my only niggle with them

2. Amazon is a large company with a huge turnover. (no excuse for being
understaffed)

That in a way is an assumption, neither you or i know the amount of staff
they have.

3. This all happened over the holiday period. (need I say more)

And I agree that is very good, but the reality is that many companys take
longer then they did.


This sort of service is what ALL online companies should be aiming for.

I agree, in an ideal world everything would run as smooth as your return
did

"Dave" wrote in message
...
Clearly this is too much for them.

Clearly you failed to realise xmas is a busy time and clearly as it hasnt
even been 4 weeks are a bit impatient,

I'm impatient not wanting to wait 4 weeks for a replacement for an item
which has been faulty since arrival?

As a contrast, I've just had to experience Ebuyer's RMA proceedure. I
requested an RMA from them on Monday, posted it on Tuesday and have today
received an e-note informing me the product has been tested, found faulty,
and a new one is on its way.

This is Ebuyer - a much bigger, more busy company than Aria...

"Michael Rodgers" wrote in message
...
"Dave" wrote in message
...
Clearly this is too much for them.

Clearly you failed to realise xmas is a busy time and clearly as it
hasnt
even been 4 weeks are a bit impatient,

I'm impatient not wanting to wait 4 weeks for a replacement for an item
which has been faulty since arrival?

Obviously perceptions differ on this one, some seem to expect goods to work
on arrival or be replaced in a reasonable time.
Others it would appear seem to think xmas or presumably wimbledon is an
excelent reason for people to take months over fullfiling their duties as a
supplier.
I personaly see it as a learning exerience, one doesn't put one's bum in a
bacon slicer twice.
Oh I'm still awaiting replacement of the faulty DVD player ordered on the
1st of DEC if no-one had guessed,
but frankly have now given up expecting anything reasonable as an outcome.
I'd also suggest use of the killfile as previously advocated Micheal

"jim." wrote in message
...

"Michael Rodgers" wrote in message
...
"Dave" wrote in message
...
Clearly this is too much for them.

Clearly you failed to realise xmas is a busy time and clearly as it
hasnt
even been 4 weeks are a bit impatient,

I'm impatient not wanting to wait 4 weeks for a replacement for an item
which has been faulty since arrival?

Obviously perceptions differ on this one, some seem to expect goods to
work
on arrival or be replaced in a reasonable time.
Others it would appear seem to think xmas or presumably wimbledon is an
excelent reason for people to take months over fullfiling their duties as
a
supplier.
I personaly see it as a learning exerience, one doesn't put one's bum in
a
bacon slicer twice.
Oh I'm still awaiting replacement of the faulty DVD player ordered on the
1st of DEC if no-one had guessed,
but frankly have now given up expecting anything reasonable as an
outcome.
I'd also suggest use of the killfile as previously advocated Micheal

When i last spoke to you i did say be polite to whoever you speak to, if
your attitude came across to staff the way it does to me in your posts, im
not suprised any company isnt in a rush to help you.