rodak Posted December 10, 2013 Share Posted December 10, 2013 Hi all, How do you all experience Security Warehouse customer service? 13/11/2013 I placed my first order (£905 GBP) and it shipped fast, no problem so far. 21/11/2013 I created a ticket about a faulty product. Still the problem has not been resolved and Security Warehouse are not responding. 02/12/2013 I placed another order and they shipped fast without problem. So when it comes to selling stuff this goes really quick, but when customers have issues it takes really long. Anyone else experience problems with Security Warehouse way of resolving troubles? Kind regards rodak Quote Link to comment Share on other sites More sharing options...
Secware Posted December 10, 2013 Share Posted December 10, 2013 Dear Rodak, As you are aware your ticket is currently with Visonic technical to confirm the issue with your panel if indeed faulty or incorrectly installed. We are awaiting confirmation from Visonic before we are able to offer a replacment, and we will update this ticket accordingly, as soon as we can. As an installer you will be aware that you can contact Visonic technical directly if you feel you will get a quicker response that way. Quote Link to comment Share on other sites More sharing options...
rodak Posted December 10, 2013 Author Share Posted December 10, 2013 Thank you for answering. Since I´m your customer and not Visonics I feel that it´s up to you to resolve this, and not up to me to contact Visonic directly. I understand that things can take time, but almost 3 weeks to get an answer from Visonic is a lot of time. I hope this all ends up well and that we can continue to make business since a lot of people are interested in this alarm system. Quote Link to comment Share on other sites More sharing options...
accounts3 Posted December 10, 2013 Share Posted December 10, 2013 I am sure that we have this in hand, and we will chase Visonic for a reply. The suggestion that you might want to contact Visonic is because they have a trade techinical help line, which sorts out most problems and elivates the need for a product return. Of course as we pass your comments to Visonic if they confirm it is a faulty part, our returns department will be in touch and arrange a repalcement or a refund as you require. Quote Link to comment Share on other sites More sharing options...
Guy Posted December 10, 2013 Share Posted December 10, 2013 Hi Rodak, Very timely topic, having problems myself, see my topic above... All the best. Quote Link to comment Share on other sites More sharing options...
admin Posted December 12, 2013 Share Posted December 12, 2013 Dear Rodak, As you are aware your ticket is currently with Visonic technical to confirm the issue with your panel if indeed faulty or incorrectly installed. We are awaiting confirmation from Visonic before we are able to offer a replacment, and we will update this ticket accordingly, as soon as we can. As an installer you will be aware that you can contact Visonic technical directly if you feel you will get a quicker response that way. Id agree, this is our issue to provide support. What is the issue you have? Quote Link to comment Share on other sites More sharing options...
matthewbrough Posted December 18, 2013 Share Posted December 18, 2013 How do you all experience Security Warehouse customer service? Incrediably good. I am a regular customer and have no issues with the support provided to us. Quote Link to comment Share on other sites More sharing options...
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