NDC レビュー 

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2024年2月13日

Hi Dean, thanks for the review, glad you were happy with everything!

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2024年1月31日 に更新

Hello. We’ve been waiting for your review.

This is simply untrue. You're using quite a lot of creative licence in presenting your side of the story. Let’s deal with your last point first:

1. You seem to be implying that we’re keeping hold of your laptop. It has been repaired and is having a final test before shipping. We don’t want to send it back without checking that the issue is resolved. Also we asked you to confirm your return address as it has been 11 months since purchase and you may have moved since. We don’t want to ship until we are certain the address is correct.

2. You say you sent it back at your expense for us to help you with a windows 11 (home to pro) upgrade that you were struggling to complete. This upgrade was optional, done by you out of choice and is not covered by warranty. “Totally my fault” was a direct quote from your email dated 20th April 2023. You paid postage but were not charged by us for this non-warranty assistance, which should have been billable.

3. Yes, you have “endlessly asked for help” - with issues that weren’t warranty-related (like the above, and also with Bitlocker). We helped. We even helped you choose a sleeve by taking the same model laptop as yours and seeing if it was a good fit. Sounds like pretty good service to me!

4. It’s true that my colleague copy-pasted “refund” into a message when he sent you the address to return the laptop to for repair. You were not lied to: this was a mistake, he corrected himself, and directed you to our T&Cs, which are standard. You are covered for parts under 12-month warranty. After the first 30 days, you are entitled to a refund only if the item cannot be repaired or replaced. It has been repaired. You have not been cheated and your rights are intact as the item is fixed.

5. You seemed quite happy to keep the laptop right at the start of the most recent email thread: “do you have a solution virtually?” is a quote from your email dated 10th January. Obviously you did not want to return it and seem to have become fixated with getting a refund based on a typographical mistake, which was quickly corrected. Are people not allowed to make mistakes?

6. Prior to the 10th January, there was no mention of a glitchy touchpad so saying that it has been an issue “from the start” and implying that this is the “endless” help you have been asking for is deliberately misleading on your part.

Finally, I suggest you look back over our correspondence and see exactly how many times and different ways we have given you assistance, especially those instances that were not warranty-related, those that you were struggling with. I think you'll see we've been more than helpful.

Your laptop is on it’s way back to you shortly.

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2024年1月22日

Hi Tomas, glad you were happy, thanks for the kind review!

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2024年1月22日

Hi Olivier, great to hear you were happy with the service, thanks for the review!

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2024年1月12日 に更新

Edit: We've found out where the problem lies, it seems that email address is on the invoice. We're working to get this fixed. Please accept our apologies for the confusion and any inconvenience.

Regards,
NDC
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Hi Sumayyah,

Orders can only be cancelled at our end once placed - even when processing - and I’m not aware of any company that operates in any other way: unfortunately that’s just how online ordering works with most companies.

We missed the email because you sent it through to sales@service-x.uk, which is the main business address. I’m not sure why it came through to us there as the NDC website doesn’t list this email for order-related correspondence: we use sales@ndc.co.uk for that (even the contact form comes through to this address.) If it had come through to this email, we would definitely have been able to cancel it for you!

Either way, you are more than welcome to return the item for refund to the address listed on the returns page below:
https://www.ndc.co.uk/warranties-refunds-returns

Please include your order number so that we can process the return as quickly as possible. And for any future website/order-related correspondence, please make sure to use sales@ndc.co.uk

Regards,
NDC

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2024年1月9日

Hi Zoltán, glad you were happy with the product & delivery and thanks very much for the kind review!

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2024年1月8日

Hi Arik, glad you're happy with the product & shipping, and thanks so much for the kind review!

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2024年1月3日

Hi Ashraf, glad you were happy with the purchase and thanks for leaving such a positive review!

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2024年1月8日 に更新

Edit: Hi Jonathan, glad we managed to get it all sorted and thanks very much for updating your review to such an immensely positive one. Happy we could help!

Regards,
NDC
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Hi Jonathan,

Sorry to hear your order didn’t meet your expectations. I see that you’ve already reached out to us via email on Saturday. Unfortunately we’re closed on weekends, and with the new year bank holiday this is our first chance to reply.

I can assure you that all stock is genuine, comes directly from Dell and is not used in any way, although some keyboards may have been removed from brand new laptops (by Dell) for a language swap.

We make every effort to ensure that they are up to a very high standard, but we receive tens of thousands every year, and we’re only human, so it’s possible something may have slipped through the net. I have just spot-checked four of the part number you bought and they look to be in perfect condition.

As for the feel of the item, there may be some material variance: this particular part fits at least 11 models across 4+ generations, so it’s entirely likely that different factories and plastics were used since the one that you are replacing was manufactured. This is quite common if a particular keyboard is used in multiple models over many years.

You are, of course, entitled to return it for a full refund if you so wish. Please let us know via email how you would like to proceed.

Regards,
NDC

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2023年12月11日

Hi Andreas! Glad you were happy with the order and shipping. Thanks from England!

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2023年12月8日

Hi Ian, sorry to hear we couldn't fulfil a replacement for you and that the courier let us down on this occasion. That's obviously never what we want to happen. I see my colleague has issued you a refund for the lost item and I'd like to restate their apologies for the inconvenience.

For reference, the phone number actually is on the website:
https://www.ndc.co.uk/about-us

Hope this doesn't put you off shopping with us again.

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2023年11月20日

Hi Lee, thanks for taking the time to leave a review - glad you're happy with the products and service!

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2023年11月14日

Hi Chris, thanks so much for the review, glad you're happy with the service!

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2023年11月29日 に更新

Edit 29/11/23: Still not had any reply from you, hopefully you'll see this message,

Regards,
NDC
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Edit 27/11/23: Hi John, you messaged us on the 17th (we don't have anything showing up for the 12th) and we responded 2hrs after receiving your message, where my colleague asked you for further details about the item, but you didn't respond and we've not heard anything since then. We haven't been ignoring you, we just haven't heard anything back from you! Please check your spam or junk folders to make sure that we aren't getting flagged. Your email provider can be quite stringent when it comes to filtering emails.

Also you seemed to have used the contact form rather than the email address listed below. I'm going to try and message you from sales@ndc.co.uk once again. Please keep an eye out for it.

Regards,
NDC
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Hi John, Sorry to hear you've had an issue with your purchase. I can't see any emails from you about this. Can you please contact us via sales@ndc.co.uk stating exactly what the problem is along with any pictures (if relevant) and one of my colleagues will reply to you.

Contacting us directly is always the simplest and fastest way to get a resolution to any issues you might have. As trustpilot is a third-party review site, we wouldn't have seen this if we didn't monitor it daily!

Regards,
NDC

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2023年11月23日 に更新

Edit 2: Glad the mystery is finally solved and thanks for updating your review! Any chance you could update the stars as well? 1-star reviews have a massive impact on our trustscore! ;)

Edit 1: I see that you parcel has now been delivered successfully, according to Royal Mail and La Poste, so 6 days to reach you (and within the 3-7 days delivery window stated on our website). We're still not sure what the 19 days DHL thing was about, but glad to see it has arrived. Hope you're happy with the purchase!

Regards,
NDC
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Hi Andrew,

According to Royal Mail and La Poste it looks like your parcel has passed through UK customs. Using your tracking number, neither of those sites shows an expected delivery date so I'm unsure where you've seen a 19 day estimate. Also the tracking number won't work on the DHL site. Could it be possible this is relating to an order from a different company?

Your order was placed on Friday evening, so it was shipped on Monday (our warehouse is closed on weekends so Monday was the earliest possible date for shipping), meaning it has only been in transit for 3 days so far.

My colleague will be in touch with you directly later to investigate this further.

Regards,
NDC

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2023年11月6日 に更新

Edit: you did have full control of the situation - we provided you with our address and instructions for return on the 20th of July, the 2nd of 9 replies to you. You could have returned it for a warranty check at any point over the following 2 months.

Even out of warranty, we were happy to look at the machine (as stated on 17th October 2023), but with the caveat that post-warranty repairs may possibly have incurred a charge. It seems that you weren't happy to proceed.

The laptop worked fine when we sold it to you and was not broken. By your own admission it had been working fine since the previous September and in your very first email you say it had only recently been giving you issues. Our advice of checking software as a first option resolved the problem. Hardware faults don't simply vanish for a few months; they persist and eventually fail. But software updates and out-of-date drivers can cause temporary (and solvable) issues, which may reoccur if subsequent incompatible software/driver updates are applied, or the offending software is mistakenly reapplied.

I recommend that you make sure everything us up to date according to Acer's support pages and, once again, I hope that you manage to resolve this issue.

Regards,
NDC
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Hi Talib,

Even though Acer were unwilling to honour the warranty for the laptop you purchased on 23rd September 2022, we offered you a return-to-base warranty check with us on the 20th of July 2023. You replied the same day saying that you were going to post it off soon and asked us if we could send you a laptop to use in the meantime which, unfortunately, we don’t do. In fact, we’re not aware of any tech retailer that offers such a service.

We understand that it may take a while to sort out a temporary replacement for yourself, but the next time you were in contact with us was the 13th of October 2023, which was almost 3 months after your initial contact with us and almost 3 weeks outside your 12-month warranty period. In that message you stated that reinstalling Windows resolved the issue during that time, suggesting strongly that the issue with your laptop was software and not hardware related. This also suggests that – as we first advised – troubleshooting the software rather than the hardware fixed the problem. We don’t like anyone to be without their laptop, and as many issues (like this one) can be resolved remotely, this is always the first port of call.

Despite this, we still offered to inspect it for you, but advised that any repairs may now be chargeable. After this you didn’t reply again until the 1st of November.

At no point did we ‘confirm in writing’, as you stated in your emails, that there was an unresolved hardware problem. We would have been more than happy to accept the laptop back for a check at any point during your warranty, however you declined to do that and you had ample time to do so. You can’t claim that we aren’t willing to honour a warranty if you don’t return an item to us within that period.

I hope you manage to find some resolution to your issues.

Regards,
NDC

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2023年10月13日

Hi Martin, glad you were happy with the service and that you're back up and running with a tablet again! Hope it serves you well.

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2023年9月13日

Thanks for taking the time to leave a review and we're glad you're happy with your purchase!

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2023年9月5日

Hi, thanks for the review, glad you were happy with the item and shipping!

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2023年9月5日

Hi Emil, thanks for the review, glad you got a bargain!