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SUPERFI-APPALLING CUSTOMER SERVICE

Interesting that the only positive reviews for Superfi on here are from those fortunate enough to have ordered and received a non faulty item - I was once in that category, for about 3 months ! What these positive reviewers don't know are the joys yet to come should their expensive and complex electrical gear go the way of the pear.....

Long story short, I bought an expensive piece of kit from Superfi which developed a fault after 3 months use. To return the item I had to deal with the infamous Mrs ******* holder of the title "Customer Services Manager". An oxymoron if ever there was one; no one seems to have explained to Mrs ******* what customer service actually means or looks like; she positively delights in saying "No" at every possible occasion. After much battling against her petty and unhelpful attitude, I finally secured a refund, but this being Mrs ******** there was of course a sting in the tail; because I couldn't locate the operating manual for the unit when I returned it, she unbelievably deducted 20 quid from my refund. I can't think of an action more petty and short sighted - these manuals can be downloaded from the net for free !

Since then I have subsequently spent quite a few quid on AV equipment, and guess what none of it has been spent with Superfi. While I am sure this will not cause them to enter in Bankruptcy, it has certainly cost them more in loss of repeat business than their petty 20 quid which they effectively stole from me. What Mrs ******** and Superfi need to understand is that in retail, it is not a complaint that determines if people return, it is HOW that complaint is handled. A well handled complaint with a customer friendly resolution can result in a loyal customer and an advocate for life; a badly handled complaint results in a detractor who will, on average, tell 10 people to avoid that company. Not to mention posting their experience on the net.....

Superfi, please, do yourselves a favour, sack this awful woman who is costing you business and money with her attitude, and bring in someone who understands retail and the ethos of customer service. PS If you have suffered at the hands of Superfi, I would urge you to complain to the Managing Director. Funnily enough, he doesn't appear keen for his details to be published; he complained to another site when I posted his name and address.

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

1. I think you are quite lucky to only be charged £20. Yes it can be downloaded, but as the hard-copy version is part of the package, they would need to order another. 

2. Learn to structure your rants. You don't write legal documents for a living by any chance?

3. Rant less...You'll get a lot more sympathy.

4. Personal attacks are always in the wrong. So it's Superfi 1, cloverleaf 0 I think.

 

Other than that. Welcome to the forum... Smile

 

 

 

 

 

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

To be fair to the OP, it was a bit more structured but I lost some formatting when editing out the publication of somebody's name and home address.

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

John Duncan wrote:
To be fair to the OP, it was a bit more structured but I lost some formatting when editing out the publication of somebody's name and home address.

 

Yes, but see my other post. He's got a cob on and wants to libel a retailer imo. Not on.

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

You have entered into a contract with Superfi. Superfi have entered into a contract with a courier. (Sale and supply of goods act). Your complaint needs to be with Superfi for them to sort it out. Superfi then need to sort their side of things with the courier (compensation etc.)

If you paid by card (Visa debit or credit or MasterCard) then you have a certain ammount of protection from that too.

Working in a small business we bend over backwards to offer the best service we can, especially with complaint handling. If a product does not live up to its billing we will gladly change it.

However...

If people come in to complain screaming and yelling ( or being generally obnoxious) then I feel much less inclined to hurry to sort things out than if they come in, are polite and speak to me in a civil manner. You may well have done this but just thought I'd mention it anyway.

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

No idea who Mrs ******* is, but when I had an issue with the subwoofer I purchased from Superfi, it was replaced quickly and without quibble.

(NB - the above is purely for balance)

 

The owls are not what they seem...

Anonymous
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RE: SUPERFI-APPALLING CUSTOMER SERVICE

Frog

 

1)  If you think that is reasonable, then you are obviously a bit gullible as a consumer

2) The "structure" is caused by the site, not my original composition

3) I couldn't give a stuff about sympathy, I'm not looking for it

4) Apply your standards to yourself

Anonymous
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RE: SUPERFI-APPALLING CUSTOMER SERVICE

Timbot

 

Totally agree, I work in retail myself, and certainly tried to resolve the issues in a civil manner. I'm afraid the attitude and response of Superfi forced me to escalate matters.

Anonymous
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RE: SUPERFI-APPALLING CUSTOMER SERVICE

Frog

 

At least get your facts straight (and read your own Churchill quote)

Libel - A published false statement that is damaging to a person's reputation

I have made no false statements, what I have posted is 100% truthful. Get over it.

I recommend that you take a look at the reviews for this company on Trustpilot - I am far from a lone voice when it comes to Superfi's woeful customer service.

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

Can't say I have ever used Superfi before, their prices always seem expensive to me.

Home cinema system: Panasonic 50VT65 (THX calibrated), Pioneer Bdp-lx71, Pioneer Vsx-lx70, B&W FPM Series, B&W PV1.

Gadgets: iPad 2 and iPhone 4s.  Headphones: B&O H6.  Dab radio: Roberts Dreamtime.

 

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

cloverleaf146 wrote:

PS If you have suffered at the hands of Superfi, I would urge you to complain to the Managing Director. Funnily enough, he doesn't appear keen for his details to be published; he complained to another site when I posted his name and address.

Why did you post his name and address on a website.....are you a closet weirdo or something. All this ranting because you lost the instruction manual, I would have charged you too.
Anonymous
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RE: SUPERFI-APPALLING CUSTOMER SERVICE

eggontoast wrote:

Why did you post his name and address on a website.....are you a closet weirdo or something. All this ranting because you lost the instruction manual, I would have charged you too.

[/quote]

 

Why ? Because he doesn't like to take responsibility for his company's actions, and doesn't like dealing with complaints. If you ask his staff for his name, they refuse to give it. His details are however a matter of public record as a company director, so why not post them ? It's not a secret.

Plus you are missing the point; even if there was a £20 cost to Superfi (and I dont believe that there was), the amount they  have subsequently lost through my future business being taken elsewhere has more than offset it. 

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

Out of interest what did you buy?  Most companies state that if you do not return all content there will be a charge.  But I must say some companies don't like dealing with complaints, and I have had several experiences of this too.

Home cinema system: Panasonic 50VT65 (THX calibrated), Pioneer Bdp-lx71, Pioneer Vsx-lx70, B&W FPM Series, B&W PV1.

Gadgets: iPad 2 and iPhone 4s.  Headphones: B&O H6.  Dab radio: Roberts Dreamtime.

 

Anonymous
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RE: SUPERFI-APPALLING CUSTOMER SERVICE

Yes maybe if had been the remote or something I could understand it, but not a piece of paper that can be downloaded for free. I bought a Sony STR DA5400ES receiver, a not inexpensive bit of kit, which I would have expected to last slightly longer than 3 months before developing a fault.

It wasn't just the 20 quid that riled me, it was the whole attitude displayed that was so anti customer. If I ever treated my customers in the same fashion, I would expect to be fired.

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RE: SUPERFI-APPALLING CUSTOMER SERVICE

cloverleaf146 wrote:

Why ? Because he doesn't like to take responsibility for his company's actions, and doesn't like dealing with complaints. If you ask his staff for his name, they refuse to give it. His details are however a matter of public record as a company director, so why not post them ? It's not a secret.

That's because he is paying other staff to deal with the complaints, posting his details serves no purpose and it just looks like your being malicious. Besides that I'm not really sure what your complaints is for, you lost the instruction manual. However the sales of goods act 1979 does stipulate goods must last a reasonable amount of time and this clearly didn't, you were entitled to a full refund no matter what their terms and conditions said. 

cloverleaf146 wrote:

Plus you are missing the point; even if there was a £20 cost to Superfi (and I dont believe that there was), the amount they  have subsequently lost through my future business being taken elsewhere has more than offset it. 

Judging by your comments on this forum one can read into the conversation which took place with the customer care team, they probably didn't want your future business, some things just aren't worth it. Your rantings on here hasn't put me off from purchasing from them. 
Anonymous
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RE: SUPERFI-APPALLING CUSTOMER SERVICE

As the MD, he has to take overall responsibility for the actions of his company and his employees. If his employees are inacapable of resoving a complaint, then he needs to take ownership of that, not try and hide by instructing his stuff not to give out his details. Can you imagine the MD of a large PLC instructing staff not to give out their name, or refusing to engage with customer's complaints ?! The principal is the same.

As you were not party to the conversations I had with them, you are hardly in a position to judge. However, I can asssure you that the retailers of the Pansonic VT50B and Pioneer LX55 that I have subequently bought are more than happy to have had my custom.

Whether this puts you off from buying from Superfi or not I couldn't care less pal, its your money. If you do though and it goes pear shaped, don't come crying back to me saying that you were not warned - check out the review sites they will tell you all you need to know. Good luck. 

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