Page 1 of Expansys.com - what a joke !!

You may have seen in the Bargain Forum my post about the Garmin eTrex Camo that Expansys were doing for a good price. I ordered it, and also wanted to get the handlebar mounting at the same time.

The one shown as for the eTrex was showing as out of stock, due in 7 days, but the system offered an alternative product which was in stock. I took it that it must be a universal Garmin bracket or the system wouldn`t have offered it, so I ordered it.

The order page has a box as the bottom for customer special instructions, so I added a comment saying if the bracket wasn`t suitable for the eTrex would they please remove it from the order, and just send the eTrex.

Well, the package arrived quick enough, next day after they would have seen the order, as I`d ordered after closing on the evening. So tops marks for delivery time....but....

The handlebar mount didn`t fit the eTrex, it actually said Geko (another Garmin GPS), on the package, so wasn`t a universal one after all.

So I phoned customer services up to see what they would do about it. I got a bit of a stroppy lad who said "so you`ve ordered the wrong one you mean". I said no, I ordered the alternative offered by your system. He said it just shows other products that might be of use with that sort of thing...didn`t make sense really.

I said no, I was ordering the eTrex mount, it was out of stock, and this was offered as an alternative. Why offer an alternative that`s unsuitable for the purpose the original item is meant for (ie to mount an eTrex).

The guy said well, you`ll have to send it back, and said he`d email me a returns number, but bear in mind there might be a restocking fee....what !!

I pointed out to him that I made a comment in the special instructions box not to send it if it wasn`t compatible with the eTrex. I said doesn`t anyone bother to read what a customer writes, why have the comments box if you aren`t even going to read it. He came out with some waffle about the pickers just picking what`s ordered. I said yes, but surely someone reads the orders before sending the order to the pickers...otherwise, why the box. He didn`t have an answer.

He went off to ask his supervisor about the restocking fee, and she said they`d waive it if the package could be re-sold (doubtful as it was a blister pack and I`d opened it before I realised it was the wrong one - the Geko logo was very small).

So when he said they`d waive the fee, would they send an RMA label for the return postage (as has been common practice on the few times I`ve had to return things to the many internet shops I`ve used). He said I had to pay the postage back to them (bear in mind the mounting was only £8, but it was the way they`d gone on that annoyed me).

I told him that was a disgrace, if they`d bothered to read my comments they wouldn`t have sent the item in the first place, as they`d have known it wasn`t compatible. Why should I pick up the bill for their mistake / laziness. I hadn`t ordered the wrong item after all, I ordered an alternative that they offered instead.

I really feel like going to Trading Standards over this, even though it is only £8. It`s not the money (I`ve ordered the right one elsewhere now for £15). It the way they`ve gone abotu the whole thing.

He even had the cheek to go on about their customer service. I told him, you havent` got any. I can`t believe you`re treating a first time customer this way, and you won`t get any business from me again, or a recommedation. I said a decent customer service would have said throw that away, and we`ll send the right one when it comes in (had Maplins do this once for a more expensive item than this).

I told him not to bother, I`m not payign to send it back as it wouldn`t be worth it for the price of the item, and that I thought it was a breach of the Sale of Goods Act, and would be contacting Trading Standards, and taking prints of the relevant webpages (which I have).

The firm`s a joke, and their customer service stinks...if you can call it customer service. I can`t decide whether to go to Trading Standards or just chalk it up to experience. Even if this loses them soem custom it will be a bit of justice.

Sorry for the rant...I feel a bit better now...lol :)

By the way the site that has supplied the proper mount so quickly (ordered last night, should be here tomorrow) is adventureshop.co.uk. I thought they deserved a plug. :)

Complain to Trading Standards, if we all do this when a retailer misleads us at our expense maybe retailers will improve their act. We can but hope. Now reluctant to buy GPS Unit.

This item was edited on Friday, 29th April 2005, 09:34

I think I will pay Trading Standards a visit. I don`t see why they should get away with it when I did everything to ensure they didn`t send it if it wasn`t suitable.

I wouldn`t let it put you off the GPS if you really want one though. The delivery itself went well, and was swift, and the GPS is amazing. It`s only that I put another item in my order that was offered as a sitable alternative, that messed the order up. As much as I`d like them to lose a customer, it`d be a shame for you to miss out on this bargain, if it`s something you`re really after.

If you just order the GPS it should be fine, and there`s no other prices near it that I could find. :)

This item was edited on Saturday, 30th April 2005, 10:14

I completely disagree they are a fantastic company; I have used them on many occasions and never had any problems. I have returned stuff back to them and customer services resolved the problem straight away, I received a refund on my credit card the same day.

I bought a SIM card for use in USA\Canada last year (Didn`t work in Ca).

A quick comment on their forum complaing that it didnt work (I was in Toronto & unable to ring them up & invoice was in UK), I had feedback from Expansys US guy saying he would contact UK & correct the details on the site & they would be in touch about a full refund.



I quite like the Helpdesk people in a benevolent (as opposed to malevolent) way as they do some valuable work in preventing us being inundated by every halfwit who can work a phone.

Nice to hear they`re ok for some people then. As always I guess, we all have good and bad experiences with the same retailers. I didn`t bother with trading standards in the end, couldnt` be bothered with the hassle. I`ll just steer clear of them in future, and not recommend them to anyone.

It`s often the case, the bigger the company the worse the service (there really is no excuse not to read a special instructions box on their own order form). The small firm that supplied the correct mounting bracket got it to me in a couple of days.