falconsat service problems, member reports

[stuzeeuk]

Please do write to trading standards ....

[Hutcho]

Well my item still hadn't arrived this morning. So that is my plans to watch the boxing on Setanta ruined thanks to FalconSat.

Enraged by this, I sent him an email threatening to contact my bank and trading standards, as well as write a letter to his home address asking for a refund.

Guess what, an instant reply by him, despite him not answering any of my previous emails. This is what he said.

"We are sorry there is a problem with a phone at the moment. I can conform that the item has been allready sent via recorded delivery. As the item has not arrived to you I can check with the post office on Monday to check what is happening."

I just don't know whether to trust this man's word, but lets assume he is genuine, what else could have happened to my item, because if it had been delivered whilst I wasn't home, don't the postmen usually leave a ticket? I never received one.

Also, if it was recorded delivery, does that mean that there is no way I can get a refund now?

Many thanks.

[2cvbloke]

I just don't know whether to trust this man's word, but lets assume he is genuine, what else could have happened to my item, because if it had been delivered whilst I wasn't home, don't the postmen usually leave a ticket? I never received one.

You're correct, if you're out (or fast asleep in my experience) they leave a "Sorry, you were out..." card leaving details of why they couldn't leave it, so if Falconsat had sent the kit, then you at least would have had one of those, but reading other people's experience with them they probably have the items sat next to them as they're typing a response to your financial and legal threats (funny how they always reply after those!!!), give them a couple of days and then contact your bank, people like that don't deserve to have people's hard earned cash...

[stuzeeuk]

- Ask them for the postage reference number (no such thing as recorded delivery anymore, only registered delivery). Registered delivery insures items up to around £500
- Call Royal mail give them the reference number and they will locate the package for you. They can also give you the date of posting etc....

[rolfw]

Yes there is recorded, you have it around the wrong way, it is registered which no longer exists.


* Special Delivery™ 9.00am for guaranteed delivery by 9.00am
* Special Delivery™ Next Day for guaranteed next day delivery
* Royal Mail Sameday when you need it there today
* First Class for quick and easy delivery
* Second Class for when time isn’t so important
* Recorded Signed For™ - add a signature to First and Second Class
* Standard Parcels for mailing heavy, non-urgent items

Your recorded item will be automatically covered for up to £34 compensation, in the unlikely event of loss or damage. Cash and jewellery are not covered under this service.

[markinstien]

Had similar experience with falconsat after ordering cas 3 and Diablo light ,Strange and difficult to hear gentleman told me "you need cas 2 cas 3 does not work with Diablo" when I grilled him as to why he was bull-shi*&^ing me he admitted he only had cas 2 in stock but if I wanted cas3 he would order. In other words this guy takes orders(and your money) for equipment he doesnt have in stock .After failing to deliver I re-ordered from Wizard sat and they supplied as previously very next day. Falconsat did refund monies taken but shall stick to previous suppliers. dont know how Wizard managed it but made order for Dish (standard delivery) at 5 pm , thing arrived 8:30 next morning!

[TJExcalibur]

You were lucky with Wizaed. I e mailed and rang them for 2 days last week with no reply to mail or phone. So ordered my dish from Satellite Superstore. Ordered Tues, despatched Wed, its still sat in the TNT depot somewhere. TNT said will deliver Saurdayt but it never came. Hopefully Satellite Superstore is sorting it out Monday, but I am certainly not paying for the delivery after waiting in for 2 days and being messed around by TNT.

Had similar experience with falconsat after ordering cas 3 and Diablo light ,Strange and difficult to hear gentleman told me "you need cas 2 cas 3 does not work with Diablo" when I grilled him as to why he was bull-shi*&^ing me he admitted he only had cas 2 in stock but if I wanted cas3 he would order. In other words this guy takes orders(and your money) for equipment he doesnt have in stock .After failing to deliver I re-ordered from Wizard sat and they supplied as previously very next day. Falconsat did refund monies taken but shall stick to previous suppliers. dont know how Wizard managed it but made order for Dish (standard delivery) at 5 pm , thing arrived 8:30 next morning!

[Hutcho]

Thanks for all the comments guys, I appreciate it.

I am hoping to get my money back, like you did Mark, and then forget about this company altogether.

What did you do/say, to go about getting your money back Mark, because they never answer their only contact number, which is a mobile, when I ring it.

I like how they charge a "25%" re-stocking fee as well for sending items back to them, because in all honesty, I don't even want the item from them anymore. For the trouble they have caused, they don't deserve my £40.

That means that if I send the item back, I will only get £30 back. It's ridiculous.

"Re-stocking", my ass, I bet he simply puts it on a shelf, and for 25% of my money!

[stuzeeuk]

If they send it, keep it, this thread is here as testament to their service ...... lesson learned for us all

[TJExcalibur]

Its very difficult to know just which company is good at delivery, after sales and technical support. I often buy on price but hearing of the problems some have with items not delivered, lousy after sales and even selling items you don't want as thats all they have in stock. I am getting my dish from a comapny who it appears are perhaps a trife bit dearer than others. I went to them bevause only one other company supplies the dish I want and they don't even answer the phone most of the time. Now my big parcel for a 1.2m dish is gone walkabouts. TNT are looking but the service I am getting from the supplier is superb. They ring back, even going to send a relacement if its not found today. So its not just price but peace of mind and just how much does that cost?

[jimbo]

I like how they charge a "25%" re-stocking fee as well for sending items back to them, because in all honesty, I don't even want the item from them anymore. For the trouble they have caused, they don't deserve my £40.

That means that if I send the item back, I will only get £30 back. It's ridiculous.

"Re-stocking", my ass, I bet he simply puts it on a shelf, and for 25% of my money!

I should read the 'Distance Selling Regulations' and refer them to those. This is the government site

http://www.oft.gov.uk/advice_and_res...g-regulations/

Broadly, items bought via the internet etc. can be returned to the seller if you change your mind within 7 days of receiving them. You are only subject to the posting cost to return items but NOT re-stocking charges.

[Hutcho]

Hey guys.

My item arrived this morning, so all is good now.

It was only the threatening email I sent him, that made him actually send it, I believe, as it has been 2 weeks since I placed the order.

Even though this site offers a lot of rare equipment, for good prices, my advice would be to stay away, as the 2 weeks waiting, along with the stress of never receiving replies from his email and telephone, are NOT worth it.

Thankyou all for your advice and support, I really appreciate it.

[pot2k]

A friend of mine ordered a dish from them over 3 weeks ago and still has'nt recieved it..so i would steer well clear of falconsat...

[Hutcho]

Pot2k, get your friend to write a similar email as what I did, to FalconSat. It should hopefully convince them to get their ass in gear.

sales@falconsat.co.uk <<< Their email address.

I basically said I would be contacting my bank, and the trading standards about their service, or "lack of service" should I say.

As soon as I did this, they sent me an email instantly, saying my item had been dispatched, and it arrived 2 days later.

Hope it eventually arrives for your friend.

[FIS]

Hi

Please contact us on sales@falconsat.co.uk or call us on 07731 80 30 30 so we can solve any problems.

We always want our customers happy therefore we accept calls until 10pm.

Thank you

Falcon International Satellite

[FIS]

Admin. Please could you remove this thread as the problem has been solved with the customer.

[FIS]

hi Gary m71

Please contact me via e-mail at sales @ falconsat.co.uk or call us on 07731 80 30 30 to solve any issues as we want you to be happy.

Thank you

[garym71]

I finally received all the items that I ordered from you which are all now installed so I no longer have any further need to contact you.

It's actually a shame that your customer service lets you down as I was actually pleased with the goods that you (eventually) supplied me with but my experience has unfortunately put me off dealing with you again. Reading other posts on this forum about you, sadly it also seems that my case isn't just an isolated one either.

You do have a good selection of items on your website at what seems to be very competitive prices, but the amount of time that you take to send out goods and your apparent lack of customer communication is in my opinion unacceptable and leaves a lot to be desired.

If items are not in stock at the time of ordering then this should be indicated on your website. You should certainly not be debiting money from people's cards if you do not have the item(s) already in stock and available for despatch within 24 hours or the order being placed. If there is an unexpected problem with a particular order then the status on your website should either indicate the fact, or you should send out an email informing the customer of any potential hold-ups with the order. The apparent lack of communication from you, and the inability to be able to contact you either by phone or by email just leaves customers wondering if they've been scammed which is not good.

My order took more than 20 days to arrive even though the money was taken from my card on the day I placed the order and the parcel delivered by private courier (so no blame can be placed on the postal strike). It was only after I sent you a final email stating that I would be instructing my credit card company to recover the money paid to you that the items were then immediately sent out to me. I really should not have had to resort to doing this.

I hope you can take on board some of the comments people on this forum have made about their dealings with you and that you will be able to improve your customer service & communication as a result.

[FIS]

Hi Gary m71

Thank you for your comments. It will all be considered in improving our service.

Thanks

[mr.n1ck]

Hi Gary m71

Thank you for your comments. It will all be considered in improving our service.

Thanks

FIS, your service is in one word CRAP!

You are amatures and this is proven by the fact that you donot answer
your email Nor your phone Nor your voicemail to the customers who have in good will given you their money.

I have placed an order of 3 cards on the 28th Nov 2007 and my order is still in processing. You only managed to report back to my email after I threatened that you shall be treated as Fraud and that was only to say that I have to be patient with no further details or estimate of delivery time!

In you terms of Sale & Use you state that:
"We list availability information for products sold by us on the website, including on each product information page. Beyond what we say on that page or otherwise on the website, we cannot be more specific about availability. Please note that dispatch estimates are just that. They are not guaranteed dispatch times and should not be relied upon as such. As we process your order, we will inform you by e-mail if any products you order turn out to be unavailable."

Reading above I believe shows your intentions.

Nevertheless, a legal case can stand against you since so many of us have same complaint. Witholding money of customers for almost a month and not delivering nor providing any service whatsoever is criminal.

I shall further investigate and do my best to get my money back and claim compensation for the my loss of time, psychological distress and whatever I am consulted to do so.

The situation is disapointing.

[mr.n1ck]

Hi

Please contact us on sales@falconsat.co.uk or call us on 07731 80 30 30 so we can solve any problems.

We always want our customers happy therefore we accept calls until 10pm.

Thank you

Falcon International Satellite

Sorry to say this FIS but what you are stating above is BULLO*S!

I have also posted in:
http://www.satellites.co.uk/satellit...satellite.html

and I hope I am not breaking the rules here but I am really frustrated seing a fraud being unvaled in front of us and then coming back to say "We always want our customers happy therefore we accept calls until 10pm."

You shouldnt even dare to excuse, but only apologise and do something so that no more people will be troubled by your inexistent service.

[nero37]

Just wanted to add my experience of dealing with Falconsat.
In august I bought a gold digitalb card and cam £275 from Falconsat, unfortunately due to the fact that I had to negotiate with a neighbour the removal of some of his trees! It was november before i was able to get a good signal, when i put the card in - nothing all i got was No ACCESS.
After sending E-mails and speaking to a recorded message on countless occasions and no reply, I threatened them with posting on this site and contacting Trading Standards. Lo and behold within minutes they called me! Put the card in and leave it for 24 hours - I did -NO ACCESS -all in all it was in for a week -Nothing.
In the end, on the 5th of December 07 i sent the card back for them special delivery, to check it out.
Its now the 6th of January I know they received the card, it was signed for, but will they reply to my e-mails or phone calls ? yes you guessed it - NOTHING- Any suggestions? before I contact Trading Standards?

[FIS]

Problem Solved with Customer

[Channel Hopper]

Problem Solved with Customer

Can you clear up how this was resolved (and so soon after the original post ?)

[FIS]

I replyed to the thread with my phone number 07731 80 30 30 and the buyer called and teh problem was resolved.