Are Wizard Satellite Still Trading?

[Shanester]

Got my money back at last - eight months after I first tried to sort out the problem! It arrived at the end of last week, a couple of days after this thread finally got the attention of Wizard.

So, I stick by my judgment of a couple of pages back - they are decent guys, but their customer service leaves a fair bit to be desired. It really cannot be a coincidence that:
a) I've never managed to get through to them on the number on their website
b) I've never received an answer to queries submitted via their website
c) I've never been called back despite leaving three messages on the voicemail of the personal mobile phone of one of them
d) I've had no response to a letter sent by registered delivery that I know they signed for

So, I guess my verdict is: if you want the cheapest prices on the internet, by all means try Wizard - it appears from the supportive comments on here that you'll almost certainly be pleased with them. However, if you require any form of follow up once your order is processed, you'd better cross your fingers, dig in your heels and prepare for a potentially long and frustrating experience! Myself, I'll pay that little bit more in future, I think!

[johnwilliam1]

Originally Posted by Shanester

Got my money back at last - eight months after I first tried to sort out the problem! It arrived at the end of last week, a couple of days after this thread finally got the attention of Wizard.

So, I stick by my judgment of a couple of pages back - they are decent guys, but their customer service leaves a fair bit to be desired. It really cannot be a coincidence that:
a) I've never managed to get through to them on the number on their website
b) I've never received an answer to queries submitted via their website
c) I've never been called back despite leaving three messages on the voicemail of the personal mobile phone of one of them
d) I've had no response to a letter sent by registered delivery that I know they signed for

So, I guess my verdict is: if you want the cheapest prices on the internet, by all means try Wizard - it appears from the supportive comments on here that you'll almost certainly be pleased with them. However, if you require any form of follow up once your order is processed, you'd better cross your fingers, dig in your heels and prepare for a potentially long and frustrating experience! Myself, I'll pay that little bit more in future, I think!

i once bought from them and everything was alright at the time a few years ago, but listening to your report and a few more, i would rather pay more elsewhere, which i have done.

[lionalcook]

Hello all,
I came across this thread during a search, i feel i had to join this forum instantly and post a reply!
I was unfortunate to encounter the most unpleasant customer service experience EVER when I had to contact 'wizard satellite' due to one of their mistakes!

Just over 2 years ago on ebay, I won (from wizard satellite) a Fortecstar sat/freeview combi box, it was a new model out, the newer model replaced an older 'uglier' version.

I paid instantly by paypal.

Around 2 weeks later! they delivered the box but it was the older version.

I phoned them up and a member of staff said "I dont know why your complaining - you got a sat/freeview box at a good price" !!!
I replied = "the price is irrelevant as the final price on the auction site is the price it sells for and the price I pay & I havent paid you any less or any more!, what is relevant is that you have supplied an item NOT as described".
He replied "well we havent got any new ones - only ex-diplay, so if you want one, send the box back at your expense and we'll swap it for you"

I then asked to speak to the manager - a person came on the phone and said he was 'Lee Vickers'!
He said the same thing ="we wont exchange as you got a good box at a bargain price even though its an older model" I replied "well I'll have to go through paypal and get my money back as its an 'item NOT as described'.

His reply to that was = "your just being a dickhead", I was astonished that a manager had actually insulted me like this! He obviously couldnt care less about his customer's getting the correct item that they had paid for!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Anyway I decided to contact 'Fortecstar Europe' as wizard satellite are one of Fortecstars agents and I spoke to the manager.
He assured me that wizard satellite WOULD exchange the box at NO cost to me and to ensure I didnt get the ex-display model that wizard had, the manager shipped a brand new 'newer model' box to wizard (so they could exchange for me) and supplied me with the serial number of that box.
This would verify I would be delivered the new box from Fortecstar (i dont think even the manager of fortecstar europe trusted the manager of wizard satellite! I think he feared that wizard would send the ex-display and keep the new one for themselves!)

The Fortecstar manager said he would ring wizard for me to explain what was happening.
A short while after I received an email apology from 'Lee Vickers' and positive feedback for the transaction on my ebay profile.
The box was exchanged via a courier at their expense.

My advice to anyone thinking of buying from them would be to STAY WELL AWAY! But if you like being abused by the manager, if you like staff that try to take advantage of you and the worst customer service EVER, then this the place to buy from, but not from their ebay shop any longer as they are now 'no longer a registered user' ? I wonder why!?

So remember wizard satellites regard their customers as 'dickheads', well the ones that complain about wrong items being sent anyway!

My feedback comment can be seen in wizardsatellite's ebay profile for the transaction.

Lionalcook.

[southernsatellite]

That is why I might be more expensive on certain items but at least I give 100% and are here either on the phone or by email to give advice or help. I was asked to price match against Wizard today on an HD system by £19 but I could not afford to discount anymore as there was no more margin to play with but offered a free sat meter and patch the receiver before I send it, but I have not heard from this possible customer as I am sure that they are more interested in saving £19 than get decent service before and after the sale, but I did say that Wizard are known not to reply to emails or phone calls! We will wait to see if they buy from me or Wizard!

[robbo71]

Originally Posted by lionalcook

His reply to that was = "your just being a dickhead", I was astonished that a manager had actually insulted me like this! He obviously couldnt care less about his customer's getting the correct item that they had paid for!!!!!!!!!!!!!!!!!!!!!!!!!!!!

If this is true, we know who the dickheads are, don't we. Still at least they were forced to play ball in the end. Well done.

[offshoredaze]

Phew! Looks like I had a lucky escape then. As a newbie to satellite tv I hadn't got a clue as to how much a motorised system plus installation would cost. I bought a copy of Wot Sat and saw the Wizard 8 page ad and decided to contact them, same story, not answering the phone or replying to emails, so, to cut a long story short, I asked in these forums, got an answer, and the rest is history!

[wod]

i don't use wizard any more either as they had some twin lnbs on for 15 quid and i thought I'd chance it but i never got it and ended up with a monoblock lnb instead

i contacted them and they said to keep the lnb and they would sent out the right one but it never arrived so they can gtf

[lionalcook]

Originally Posted by robbo71

If this is true, we know who the dickheads are, don't we. Still at least they were forced to play ball in the end. Well done.

unfortunely it is true, I will have a look through my emails to see if I still have the email from him apologising about the phone call and if its possible i will paste it here.

Thanks.
Lional.

[lionalcook]

Originally Posted by southernsatellite

That is why I might be more expensive on certain items but at least I give 100% and are here either on the phone or by email to give advice or help. I was asked to price match against Wizard today on an HD system by £19 but I could not afford to discount anymore as there was no more margin to play with but offered a free sat meter and patch the receiver before I send it, but I have not heard from this possible customer as I am sure that they are more interested in saving £19 than get decent service before and after the sale, but I did say that Wizard are known not to reply to emails or phone calls! We will wait to see if they buy from me or Wizard!

Too right mate,
If it cost an extra £19 for a proper service then thats money well spent.

I can understand where your coming from as well regarding the 'no more margin to play with' as I have just gone as a 'sole trader' and the business course I attended advised me never to undercut competitors quotes as you will always loose out.
You may not loose out in money but if you do a job and encounter problems you will loose out in reputation because no matter what price you charge and you have probs on a job, the customer will always moan about it!


Lional.

[southernsatellite]

I price my products at the market rate but will never loose money just to get a sale, hence not under cutting the price given to me, I know how to run my company and currently my business is booming due to being available on the phone or by email and and I beleive in giving great products at great prices as many Tech Watch member knows along with great friendly service! Which again I hope Tech Watch members who have dealt with me can vouch for! So sometimes its worth paying more, but I have also turned business away or recommended another company if I know I cannot compete. Also good luck as a Sole Trader.