falconsat service problems, member reports

[dicky button]

Just read this and I'm beginning to get worried.

I placed an order with falconsat on Friday evening for a Humax Foxsat HHDMI (Freesat) receiver.

They told me it would be 3-5 days for delivery. I received an email telling me my order was being processed. I emailed yesterday to ask if my order had been despatched. As yet no reply.

Watch this space !

[FIS]

Hi Dicky-Button

Please do check your Inbox / junk mail folder as a reply was made to your e-mail.

PLEASE NOTE THIS IS NOT A OFFICAL FORUM FOR YOUR ENQUIRES! NO FURTHER REPLYES WILL BE MADE ON THIS FORUM.
Please direct all enquires to sales@falconsat.co.uk

Thank you

[Topper]

Despite you having broken the rules, I am leaving your Email address for the time being so that any other unsuspecting buyers know how to contact you

[dicky button]

The day after my above post I received an email from falconsat telling me that no monies would be charged to my credit card account until the item had been despatched. They also asked if I wished to cancel the order as the Humax receivers were not yet in stock. I replied immediately and told them I wished to cancel the order. The next day I emailed them again asking them to confirm receipt of cancellation of my order. They replied back acknowledging receipt.
I have since obtained a receiver from an alternative supplier.

*****WARNING*****

This morning. I received my monthly credit card statement and found that falconsat have taken the monies for the receiver from my credit card account

I have had enough of this rogue trader and I have made an appointment to see a legal representative for some advice. I have also informed my credit card company of this event and am awaiting their reply.

[stewartharvey]

Emails ignored and promises of a 'replacement' receiver.
I contacted my credit card company to get my money back and let Trading Standards know.
Same old story I'm afraid - weeks of waiting and being ignored.
Fortunately, I bought on identical receiver from Wizard and it was here in a couple of days.

[Park Royal]

Surprise, surprise! I have, today, received an email from them, see below. What a weird firm.

Dear Mr * * ******

Thank you for your recent purchase {Recent? It was an LNB that I purchased nearly 2 years ago (I must admit it did arrive within the week). } from Falcon International Satellite. If you have any questions or concerns about your order, please let us know.

We would like to invite you to help others make an informed decision about our products. Please take a moment to rate and review the product that you ordered. Please be as honest as possible when giving your comments, whether positive or negative.

To review the product you ordered, please use the following link:

SMART 0.1dB Universal LNB
_h***s://***.falconsat.co.uk//product_reviews_write.php?products_id=203


Thanks for shopping with us, and we hope to see you again soon.

Falcon International Satellite Customer Service
Falcon International Satellite
h**p://falconsat.co.uk

(c)1998-2008, Falcon International Satellite .

Will I bother to reply to them? I think not!

IIRC it is now being used by AS, way up north, in the wilds of scotland .

Parky

[Analoguesat]

You can tell them its working fine

[dicky button]

Update :-

My credit card company is investigating the matter. I have supplied them with details of all correspondence. My account has sincebeen reimbursed of the amount taken by Falconsat.

BUT GET THIS !!

several days ago I was sent this email :_


"The comments for your order are

Chargeback



Your order has been updated to the following status.

New status: Payment Required"


Presumably this latest contact by Falconsat is because they are being investigated by my credit card company. I didnt know what they were talking about and told them so.
Then quickly followed a second email
"We need to just know what is the problem so we can solve it.

Best regards,

Customer Service Department
Falcon International Satellite
Falconsat.co.uk

I think these people are on a different planet to me - or some kind of parallel universe. I am just going to ignore their further communications - JUST AS THEY DID TO ME !!!!!

[edwards7474]

HELLO

I was stung with this company myself after placing an order...
Due to certain issues the order had to be cancelled on the same day...

But I still got charged a whopping 25% restocking fee of £87.50 even though the product never had the chance to leave the store!

I'm now very angry

So guys please be careful and try not to get stung like me

[MalM]

HELLO

I was stung with this company myself after placing an order...
Due to certain issues the order had to be cancelled on the same day...

But I still got charged a whopping 25% restocking fee of £87.50 even though the product never had the chance to leave the store!

I'm now very angry

So guys please be careful and try not to get stung like me

Under the distance selling act it is illegal to charge the restocking fee.

I registered here because i was searching for a place to buy satellite equipment as we have the digital changeover in November.

I picked Falconsat.co.uk because it looked professional and had the SSL certificate all in place for secure transactions and so i ordered a Fortec Star digital sat receiver and some cable ( Got the rest from Maplins including an MVision S5 Receiver and Quad LNB )

Ok well i ordered that at 4.20pm yesterday...At 4.50pm i wondered if i could pick up ITV and Channel 5 on that receiver so i contacted the owner...They did answer first time and i asked them about Channel 5 and ITV...They said they would check it out in the evening and see if it worked with those channels and i said i would call them at 9.15am the next morning since they were going to send it at 10am....Fair enough so far.

Morning comes and i phone them....No reply....Phone again...No reply....Phone again and still no reply and it seemed like they had switched their phone off at one point as it went straight to the phone service unavailable message.....Finally an hour later after countless bloody calls to a mobile i got through and told the guy i thought the customer service needed improving and i was going to ask for money back.....After ten minutes of complaining about the service he told me Channel Five is the only channel the receiver won't pick up but that in a few months it will be free to air too and he also told me the goods had been dispatched by courier and apparently they will arrive this Monday.....I said ok fair enough and if they arrive Monday and work i will not send them back under the distance selling act.

The service though is atrocious and excuses were made that his phone is so busy and thats why he never picked up....He also said competitors are writing bad reviews of his site online.....

I'm willing to give the benefit of the doubt and i will see if the goods arrive ( Value £80 ) - I made it clear if they do not arrive by next friday i will seek my money back using my Credit card company....Restocking fees are illegal and this person cannot do that while the goods are still within the distance selling act timeframe.

Maplins has already dispatched my other goods and gee how easy dealing with them is......

I like an easy life which is why i ordered online....I don't like to make thirty phone calls to a mobile number...Mobiles aren't cheap.

A business phone number should be supplied and they need to answer their emails. Customer service is all to me as bad customer service just frustrates...

I will wait and see what happens on Monday but i tell you i am worried that i am being taken for a ride here.

[MalM]

The Satellite receiver arrived today as promised.....Unfortunately i have had to cut the 2 prong american plug off and am having a little trouble knowing where to put the Blue and Brown wires in the 3 pronged plug i have so can't test the receiver just yet.....I'm thinking Blue is neutral and Brown is the live wire but i am trying to find clarification somewhere on the internet before hooking it up like that.

One minus point i have for the supplier is they didn't put any bubble wrap around the receiver and box.....They need to package the goods better but i am pleased they held true to their word and made the delivery as promised.

[Mickha]

Brown is Live, Blue is Neutral

[MalM]

They should have supplied a Euro to UK plug adapter!

I may be wrong, but I didn't think you were allowed to sell goods in the UK without a UK plug on it.

That's a good point....I have now fitted a UK plug and it all works although until tomorrow comes i won't be able to test the actual channels...Tomorrow is when i expect my new Az-El Mount for the 1.2meter dish to arrive and LNB holder....Rusted screws forced the issue and i had to buy new ones.

On the debit side i just checked the cable i bought off them...I had paid for premium satellite cable and have ended up with UTFC - T110....An internet search reveals that is not suitable for digital satellite receivers and is certainly not a premium sat cable...paid 85p per meter for ten metres of it....Their site says CS100 or WF100 is supplied but it's not what i received and you know i just can't be bothered with the hassle of sending it back for a refund. Perhaps i will use it for a digital freeview box from an aerial which it may be more suitable for.

I do not recommend this site though despite the goods arriving as promised....I do not recommend until such time they package the goods better and more importantly actually give better customer service....I never even got an email saying goods were dispatched....All i got was an email saying i had bought the goods and they did answer my query via email but for me i like to deal with companies which go the extra mile.

It wouldn't take too much for them to improve though....Just change the mobile number to a proper landline one and be available when a customer calls and package the goods better and deliver exactly what a customer orders with an email when it is sent out and make sure the goods are sent by recorded delivery....Those steps would be a good start.

Actually quite annoyed they didn't send the cable i ordered but after reading the horror stories i guess i'm also relieved my goods were sent at all....Praying nothing goes wrong with the satellite receiver though.

Incidentally last Friday when i called them i reckon that mobile call must have cost me a good extra fiver on the cost of everything.....Now if they had picked up when expected and actually held a good conversation then i would have been more assured.....Anyways i'll be more careful in future who i deal with when i buy things.

[MalM]

I just googled for UTFC-T110 - NO matching documents??

As a matter of principle, I'd ask them to send you the correct cable; wf100 or equivalent.

My typing mistake it's TFC T10 satellite cable - A reply on the internet sent people to a PDF format document which states its not suited to satellite....Are they wrong ?

I'm all tired out from the stress of getting things together for this digital switchover....It's expensive if you want to make sure your rooms are covered as well as the living room.

[Robbo]

Never heard of the cable, but from google it seems that it is high quality cable but only tested up to 1GHz as its for CATV use, and the Sat IF goes up to about 2GHz. Having said that, for just 10m of it, I can't see there being a problem for sat use, but not what you should have been supplied.

[stewartharvey]

Has anyone else noticed that F.I.S. only works at the weekend. Every email I have was sent on Sat. or Sun. I had to send recorded delivery letters to get a reply, of course!
I did get a reply from Trading Standards. my problem is 'outside their remit'. So it appears a sole trader can just keep sending emails promising to send out a replacement without actually doing so. That seems a great way of getting a free bank loan in these hard financial times.
I am waiting for my credit card company to deal with this, but probably there will be some other loophole he is using to get out of paying me my money back. ( By the way, FIS, that is not a request for another email promising to send me a satellite receiver.)
Maybe my email address had something to do with his poor service recently. 'Complaints@fullconmansat.co.uk' I wonder..?
I am now wondering about actually using the domain as a website. FullConmanSat does have a certain something.
Does anyone have any suggestions?

[MalM]

Never heard of the cable, but from google it seems that it is high quality cable but only tested up to 1GHz as its for CATV use, and the Sat IF goes up to about 2GHz. Having said that, for just 10m of it, I can't see there being a problem for sat use, but not what you should have been supplied.

I now have my satellite receivers all up and running....The cable supplied from Falconsat did not do the job....No signal whatsoever using that cable....I had to use the cable i got from Maplins which i intended for the other bedroom.

That cable had silver strands in it and was absolutely useless.....Bit annoyed as i thought it might work but no signal at all until i changed the cable to the other stuff i had.

[Force]

Hi
I wish that I have found this forum before I decided to buy from Falconsat.
I ordered a card from FIS the 12/11, and after several emails, I got it on the 26..
But,,,the card was defective. I returned the card at once, and emailed FIS.
But at first nothing happened, no response.
I then posted a negative review on his webpage, and suddently something happened.
I got a response, and the conclusion was, that it was my fault, that the card did'nt work.
I have after that not heard anything from him after, in spite I have emailed him 3-4 times, so does anyone have a solution what to do, or have I lost my money, (and my belief in other people)

Regards

[Force]

I have a postal receipt, which confirms that I have posted something.
But unfortunately not with receiver name on it..
I did pay with Visa, so if I do not hear anything within a week, I will try to contact my bank, to hear if they can do anything.
And if not,, I learned a lesson.

Regards

[Force]

Thanks, I will try that.

[Force]

Yes You are absolutely right. It was a translation typo, as English isn't my native language.
And as a followup: I have just received an answer from FIS, but unforunately bad news.
The verdict was that it was my own fault, because the card apparently was showing burnmarks near the chip. That is just too bad, and the first time I have heard that something like this could happen. And I have been using alternative-cards for the last 15-20 years.
But,,time too move on,,does someone knows a god card-pusher

Best regards

[lp_meteora]

I want to buy Orbit tv package from them. I'm from Turkey. Do you think i shouldn't?

[HB13DISH]

I want to buy Orbit tv package from them. I'm from Turkey. Do you think i shouldn't?

I think that it is up to you to make that decision.

[bozobro0]

I ordered a cerd reader/programmer around 6/7 days ago from falconsat,my order also says payment processing.I have emailed them but no reply to emails.I did phone them and they answered and said something would happen fri/sat but nothing has.If they dont have the item in stock and are relying on you to place an order before they order the item of thier suppliers why do they state delivery times as these cant be met.If i dont get a reply from them then i will be going down the reufund route as i paid by visa.

[bozobro0]

just to keep you informed on the situation of my order,i emailed them again for the third time-


Hello,I have allready emailed you twice with no reply,When is my order due to be delivered,i want a approximate date.
If no reply to this email then i will be contacting my credit card company and also trading standards.My order still says processing seven days after it was placed,this is unaceptable as delivery is stated as 1st class standard with a time scale which has not been met.
I wait impatiently for your reply.
PS. I have some of my work colleagues who are traveling to london for work reasons on monday and staying all week so if delivery is a problem i could ask if they could collect from you.Let me know. (address + name removed by moderator) if i am wrong please send me the right one and i will collect if there is a problem with postage.


Within minutes i got a reply-

Sorry for the delay in reply. We have had to cancel your order as we are out of stock. No payment has been taken from your card.



Best regards,

Customer Service Department
Falcon International Satellite
Falconsat.co.uk

Why didnt they say it was out of stock when the order was placed.STAY AWAY FROM THESE PEOPLE.