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Very poor customer service- still waiting for refund!
Very poor customer service.
After receiving a Kogan branded action camera that was faulty and contacting Kogan and following instructions to take photos of the product then sending it back it has now been almost 9 weeks and I still don't have a refund.
E-mail responses have been courteous, professional and promise someone will be in touch shortly but someone does not get in touch and there is another week gone, enough is enough! This will be passed on to Department of fair trading next week as this is completely unacceptable.
Bought a Galaxy S3. When it arrived I could not get the SIM card more than 75% into slot. Immediately submitted a report by email. Took 2 days to get a response. Had several emails from them none of which addressed the issue of the SIM not going into the slot.
After several days I went and got the SIM card holder replaced myself as I was travelling overseas and need a working phone. On telling Kogan this they claim it voids the warrantee. It works now no thanks to Kogan.
I recently ordered a Samsung Galaxy S4 for my son's birthday. Received it in record time (1 week - surprising as my daughter's iPhone took a month from Kogan). Improving - or so I thought..
I held his phone until his birthday on the 4th Dec and alas, it appears the claim "All phones and tablets sold by Kogan are network unlocked" is untrue and false advertising. The phone turned out to be network locked to SFR, a French provider..
So I diligently raised a support case with Kogan but later decided to call them. Spoke to Henry who it appears 1) Does not know about about network locks, IMEI, etc. 2) Is extremely forgetful.
He sends me an email to hard reset the phone ??? So I call back and Henry again answers and informs me that they will need to apply for an unlock code.
I send an email with the IMEI and relevant data only to get a response to send a screenshot of the phone status. Lucky for me I own a camera phone and I send that in.
The next day I call back as no response and speak to another chap who informs me that Henry has not even entered my case / phone data. He does that and sends an email to confirm that it is completed..YAAAYY! Someone helpful. He also informs me that if I return thephone for a refund, it could take even longer than getting this problem sorted out (> 3 -7 working days)??
A few hours later I received another email from another person requesting the same info. as before: A photo of the screen and another of the label on the box showing the IMEI number. I take a photo of the IMEI barcode sticker under the battery (as the sticker on the box is eligible from opening it in excitement) and I have sent that through and now we wait...
ordered 4g version and then received the wifi version twice.. i have never thought that i would get a wrong item twice until i used the Kogan website.. i was having arguments with their phone team about the lunacy of the situation.. (these guys will never ring you back even if they promise) each time i send it back it takes a week for them to respond.. i still haven't got my money back as of yet but i will keep you informed.
thankfully i used Paypal so hopefully i can use their dispute system to resolve this issue.
ordered this item on the 11-nov its now the 11-dec and originally quoted 3-5 day delivery
I bought an LG OPTIMUS G from here. great phone. great price all was working fine.
Until my screen cracked. I don't know how it cracked it was on my bed. I contacted warranty, the process was slow, and despite my appeal they helped me in 0 ways. Like ofcourse it didn't cover it but they really did not help me or give any suggestions :(
Ordered 3 items, Car dash video camera, Video sun glasses, and a 32g sd card for Video camera, all with extended warranty. Arrved fairly quickly considering it was Xmas with public holidays. Went to try the car dash camera and found the power lead was faulty and wouldn't power the camera.Contacted Kogan through their "Help Centre", got a reply stating they would get back to me. Still waiting for this to happen. I have sent another request and got the same reply. And guess what, still waiting. No Phone number to speak to someone to be found on the web site. Absolutely nil after sales service, and would not recommend anyone to shop at Kogan, as I certainly will not shop there again!
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After receiving a Kogan branded action camera that was faulty and contacting Kogan and following instructions to take photos of the product then sending it back it has now been almost 9 weeks and I still don't have a refund.
E-mail responses have been courteous, professional and promise someone will be in touch shortly but someone does not get in touch and there is another week gone, enough is enough! This will be passed on to Department of fair trading next week as this is completely unacceptable.