Do not use Simplicity Online

D

Dryad

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Bought a HP Laptop, received it late afternoon on 27/03/13, today early morning blue screen, harddrive failure.
Contacted Simplicity regarding this and the reply received is:

"Please note that we only deal with sales and not tech. support. We do however assist with warranty repairs and or faulty products with our suppliers or manufacturers.

With regards to HP, the customer must contact HP directly for assistance as this is part of the warranty. We recommend customer do this as they have the system in hand and it's easy for the HP team to deal directly with the person with the machine.

The number to dial is: 0860 104 771

If you would like me to run with this, please let me know. We can collect the notebook (shipping & admin fees apply) and we will deal with HP / Supplier or repair centre on your behalf. "

So my suggestion is that if you want any shape or form of after sales customer support find somewhere else to buy and do not use Simplicity Online
 
That does not sound too unreasonable. Contact HP and hear what they are saying. In general it would be HP that provides the after sale support.

EDIT: your post actually got me to visit their website :p
 
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This is normal in the retail industry. Online stores like Rebeltech and Wootware will try help you out with replacements if they can see things are clearly broken, but for some brands they are forced to send whatever returns they get to an approved repair centre for repairing the unit under warranty. More specialist ships like Evetech handle everything including fetching the unit, while Incredible Connection has repair staff in-house who are trained to work with the brands they sell.
 
I dont see any problem with this as they are quite transparent and even offered to take care of the warranty repair on your behalf.
 
I think your frustration is more directed at the device's short life span, or atleast the drive if thats what you claim.
 
I don't see any problems, although some online stores are more accomodating.
 
biometrics said:
Their response is correct imo.
Click to expand...

This. Its norm for you to phone HP and run through their Tech support before they dispatch a techie to replace equipment.
Purchase any HP PC or Laptop and it will be the same everywhere else.
 
Dryad said:
..... We can collect the notebook (shipping & admin fees apply) and we will deal with HP / Supplier or repair centre on your behalf. "
Click to expand...

My problem with them is the fact that we have to pay them to collect the laptop and then pay them for the service of sorting out the issue. I have dealt with other online providers and had issue with items, the provider sent a courier to collect the item, sorted out the warranty issues and then couriered it back to me without charging me a cent for the whole issue. Therefore I find the fact that Simplicity now want to charge for all of it just really bad customer service. O by the way they charged us a courier fee in the first place to have the laptop delivered.

We did contact HP and they will collect the laptop and swop it out for free and deliver it back all for no charge, as far as I understood from the HP person, if Simplicity contacted them regarding the laptop HP would have done the same for them for no charge.

My gripe in general is the utter lack up customer service we as consumer just have to accept as being the norm and if you want any customer service you need to pay extra. Therefore I will not support Simplicity again.
 
Any decent retailer would take it back and replace it with a new unit. The fact that the hard drive has failed so quickly leads me personally to suspect some knocking around in transit, or poor quality control during manufacture/assembly.

I had a similar issue with Incredible Connection a few years ago, they just replaced the laptop no questions asked.
 
Dryad said:
My problem with them is the fact that we have to pay them to collect the laptop and then pay them for the service of sorting out the issue.
Click to expand...

The shipping fees are normal as it's after 1 week, the admin fees not so much.

smallearth said:
I had a similar issue with Incredible Connection a few years ago, they just replaced the laptop no questions asked.
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Considering how expensive they are, it's the least they can do.
 
Funnily enough, I received an email from them today (advertising stuff). It's probably been a year since their last email.
 
After reading some of the replies, I'm convinced that most of you are working in the industry? :erm:

It does not matter what the brand is, what matters is the person who sells it to you. If a brand has a bad reputation, then the shop has the choice to NOT deal in that particular brand.

I would make a huge fuzz over this ... and I will avoid Simplicity, simply because of that (excuse the pun). I hope that you also take it to HelloPeter.com and every other place you can advertise that they sell crap to people and then charge them to have it repaired. :twisted:
 
While I do agree that the admin fees are a bit over the top, this point in particular...

rubytox said:
It does not matter what the brand is, what matters is the person who sells it to you. If a brand has a bad reputation, then the shop has the choice to NOT deal in that particular brand.
Click to expand...

Some shops don't have that option. Incredible Connection has a contract with manufacturers like Dell, HP, MSI, Sony and Apple to sell their wares regardless of what the companies actually put out. Often the ability to sell these brands requires adherence to a set of limitations in the contract. When I bought my BenQ monitor back in 2010 I knew that any warranty repairs would be done by Let Me Repair. No matter how much I complain to the supplier, who was Esquire PE, their hands are tied by Let Me Repair and BenQ's contract.

Take Palit graphics cards. If your Palit-branded Geforce died for whatever reason, you have to get it sent off to Taiwan to have it RMA'd. My boss complained to Pinnacle for ages, but even though they have a repair centre and often handle warranties for customers, Palit's conditions required the card to be sent back to the factory. Its the same deal with anyone who sells Seagate or Western Digital hard drives. The policies of some shops may allow them to swap it out for you, but most businesses don't want to take that stock loss in case the drive's replacement is refused.
 
NAG - Wesley said:
While I do agree that the admin fees are a bit over the top, this point in particular...



Some shops don't have that option. Incredible Connection has a contract with manufacturers like Dell, HP, MSI, Sony and Apple to sell their wares regardless of what the companies actually put out. Often the ability to sell these brands requires adherence to a set of limitations in the contract. When I bought my BenQ monitor back in 2010 I knew that any warranty repairs would be done by Let Me Repair. No matter how much I complain to the supplier, who was Esquire PE, their hands are tied by Let Me Repair and BenQ's contract.

Take Palit graphics cards. If your Palit-branded Geforce died for whatever reason, you have to get it sent off to Taiwan to have it RMA'd. My boss complained to Pinnacle for ages, but even though they have a repair centre and often handle warranties for customers, Palit's conditions required the card to be sent back to the factory. Its the same deal with anyone who sells Seagate or Western Digital hard drives. The policies of some shops may allow them to swap it out for you, but most businesses don't want to take that stock loss in case the drive's replacement is refused.
Click to expand...

That's crazy. How does a person sell something he does not believe in? Surely the sales agents know they are selling crap to the public?
 
Send it back to the supplier HP. Tell them to exchange it.. If they repair the notebook you bound to experience more problems with the notebook. Poor workmanship to blame
 
RichardG said:
Send it back to the supplier HP. Tell them to exchange it.. If they repair the notebook you bound to experience more problems with the notebook. Poor workmanship to blame
Click to expand...

I had an HP notebook and it lasted five years. It gave it's last breath after my last exams.
 
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