Horrible Experience at Rebel Tech

Cobalt

Cobalt

New member
Hi Guys,

So thought I'd just post my comments on this company since I see their prices get quoted very often in the hardware review articles.

I placed my order for new PC components on Friday. I also made payment and submitted proof of payments immediately.

After receiving no response that they had in fact received my payment I decided to phone on Monday to ensure nothing had gone wrong. After speaking to someone who obviously didn't give a Sh*T about my business, I was told he hadn't got to the quotes yet.

Eventually my order was updated and I had been told the previous Friday that 99% my parts will arrive Monday.

So on Tuesday again I HAVE TO PHONE THEM and ask whats happening. Again, i get spoken to over the phone like I am an inpatient toddler and get told that my PSU hasn't arrived but it will definitely arrive the next day.

So on Wednesday AGAIN I have to phone them. To which I get told that someone is picking up the PSU as we speak. By the end of business on WEDNESDAY I still have not been updated.

SO here's my problem:
a) I treat people with respect. When you are in retail you should treat your customers with more than just mere respect. The economy is in the shit hole and you should be doing everything you can to keep customers.

b) If it is going to take a week then be up front about it. Don't make promises you can't keep.

c) Respect your customers enough to keep them in the loop. We are in the age of the internet and you can buy website software that does all of this for you for a couple of hundred bucks a year. If you don't want to do that at least have the decency to phone someone and say theres a problem.

I would sincerely advise you not to go with this company. I bought this as a birthday present for someone and I am actually so bitter and angry about the whole process that it's kinda been really ruined.

I have had amazing dealings with sybaritic, propechy, takealot and I've heard titan-ice and wootware are also quite good. With so much choice of internet retailers you really shouldnt waste your time here.
 
Interesting post. I despise bad service and I don't tolerate this sort of thing either. If a company messes me around, I just don't use them again.
 
James said:
Interesting post. I despise bad service and I don't tolerate this sort of thing either. If a company messes me around, I just don't use them again.
Click to expand...

but the short sighted problem is they already have your money, would make more of an impact if you could just reverse the whole thing so that the purchase never happened and you went with a competitor. The ideal world at least.
 
I totally understand your frustration, Cobalt: you want to be kept informed and updated as much as possible and nothing pisses a customer off as much as buying something with the expectation that it'll be in your hands in a given amount of time and then being jerked around.

This is why I have always (and will always) stick to reputable sellers who I know handle things in a professional manner and get the job done when they say they will.

I have very little patience for those "fly by night" online retailers who don't know the meaning of customer service.

But this is also why I'm happy to pay a bit extra and use a company I trust than try to save a few pennies and end up regretting it after either because of their attitude or of when shit hits the fan when you RMA something.

The irony is that smaller companies tend to be the hard-working ones who do their best, but then you get these other ones who really just do it for the money and that's the end of it.
 
Lycanthrope its rebeltech though, they are pretty reputable and many many people use them, not something that is expected from them.
 
Thanks for the comments guys.

Rebel Tech is reputable...or was. I decided to go write my experience up on hellopeter. prior to June 2013 they only had like very positive reviews. Since June they've had 7 very negative reviews. Obviously something has gone horribly wrong.

In a perfect world I'd request my money back. But at this point I don't think I can handle any more admin. I just want to get my stuff and go on my way. I just want everyone here to be informed. I certainly won't go back personally.

The point where I really lost it was when the manager phones me and says...

"I've got good news and bad news". "Good news I've got your stuff". "Bad news, youre going to have to drive through 5pm Johannesburg traffic if you want to get it".

I mean...thats just really poor customer relations...That's seriously poking the beehive.

But anyway, the point is that they have very good pricing. I just want people here to know that those savings come at a price. I've gotten to the point in my life where I earn well and saving pennies isn't worth my happiness. So I guess I will move on personally.
 
You are entitled to your money back if they don't meet the deadline, they said monday thus they are late and under the consumer act you can take action and demand a full refund, just do it.
 
I'd rather use other contacts that most distributors. There's a couple of very reliable people on this very forum that's always eager to help, namely Moody from Zaps and Joker, which I know from my dealings with them in the past.

I also prefer buying from the "in-house" guys since you know they're not going to screw you around or do you in. Plus you're supporting them and not some company that doesn't give a rat's behind about your business or your hard earned moneys.
 
Very sad to hear, disappointing that their service levels have dropped. Joker knows the owner of Rebeltech well.
 
Yeah they do seem to be getting more complaints lately. Seems to be mostly when staff is involved i.e. not dealing with the owner.
 
I'll stick with Sybaritic for now, their prices aren't the lowest, but I've always had professional service from them.
 
Cobalt said:
Hi Guys,

So thought I'd just post my comments on this company since I see their prices get quoted very often in the hardware review articles.

I placed my order for new PC components on Friday. I also made payment and submitted proof of payments immediately.

After receiving no response that they had in fact received my payment I decided to phone on Monday to ensure nothing had gone wrong. After speaking to someone who obviously didn't give a Sh*T about my business, I was told he hadn't got to the quotes yet.

Eventually my order was updated and I had been told the previous Friday that 99% my parts will arrive Monday.

So on Tuesday again I HAVE TO PHONE THEM and ask whats happening. Again, i get spoken to over the phone like I am an inpatient toddler and get told that my PSU hasn't arrived but it will definitely arrive the next day.

So on Wednesday AGAIN I have to phone them. To which I get told that someone is picking up the PSU as we speak. By the end of business on WEDNESDAY I still have not been updated.

SO here's my problem:
a) I treat people with respect. When you are in retail you should treat your customers with more than just mere respect. The economy is in the shit hole and you should be doing everything you can to keep customers.

b) If it is going to take a week then be up front about it. Don't make promises you can't keep.

c) Respect your customers enough to keep them in the loop. We are in the age of the internet and you can buy website software that does all of this for you for a couple of hundred bucks a year. If you don't want to do that at least have the decency to phone someone and say theres a problem.

I would sincerely advise you not to go with this company. I bought this as a birthday present for someone and I am actually so bitter and angry about the whole process that it's kinda been really ruined.

I have had amazing dealings with sybaritic, propechy, takealot and I've heard titan-ice and wootware are also quite good. With so much choice of internet retailers you really shouldnt waste your time here.
Click to expand...

Hi Cobalt

I am truly sorry about the experience that you have received at my company. I must admit this comes as a shock to me. This is not the service that I expect from my staff.

I have read through your posts and discussed (in brief) with Alex + Kayleigh about what happened with your order. However, no matter what happened you are right! This should not be the way you are treated. This should not be the way any of Rebel Tech's customers should be treated.

1.) I know the order was only finalised after 3PM on Friday which means we would have only received the stock on Tuesday. However, this should have been relayed to you.
2.) You shouldn't have to call us/email us for an update - we should be on-the-ball with every customers order. Whilst delays do happen - a single call/email to the customer is better than leaving him/her in the dark.
3.) Wishy-Washy answers are NOT acceptable. My staff are supposed to be honest - if they don't know the answer then rather call/email you back. I do know that there was a delay on your PSU -> ETA was set for Tuesday afternoon but as our supplier only received stock on Wednesday morning. I did collect this PSU after I was involved that the supplier was short staffed today and couldn't deliver.
4.) I should not have made the joke (over the phone) about "I have good news and I have bad news". That was in bad taste and I do apologise.

I will discuss further with Alex + Kayleigh. I will keep you in the loop as well.

:cry:
 
I hope so. It might be a little too late. :confused:

This thread shouldn't have started because this issue should never have happened!

I do urge all potential and existing customers to email me on my personal email address if you have any problems/queries or comments. I may not be able to respond during the day but I spend my free evening times/weekends on responding to customers and getting Rebel Tech's service better.
 
Rebel Tech,

It looks like your staff lets you down sometimes. Are you the guy who went overseas and then got into an accident? I know that then too people complained about RebelTech which is sad because when you are there you give people proper service. In my opinion your staff is just not good enough when you are not there to supervise them.

May things get better there! It's always very disappointing to see threads about bad Rebeltech service and I'm sure it's even more disappointing for you.
 
Thanks for the reply Rebel Tech/Rune.
Now that I've had a chance to sleep on it I am a alot more chilled about the situation.
I must say the timely response and apology do go a long way. I appreciate it when an owner takes the time to say that someone has messed up.

We can discuss the issue further when I take collection today.

For the guys on the forum, I feel that it is important for me to say that Rebel Tech really does have fantastic prices. Coz of the nature of my real world job I tend to do excessive amounts of research before buying anything so I can confidently say I saved 10-15% working with Rebel Tech.

I hope that my experience is an isolated one but one that can be learned from. I really do hope your company improves and continues to be successful.
 
Rebel Tech said:
Hi Cobalt

I am truly sorry about the experience that you have received at my company. I must admit this comes as a shock to me. This is not the service that I expect from my staff.

I have read through your posts and discussed (in brief) with Alex + Kayleigh about what happened with your order. However, no matter what happened you are right! This should not be the way you are treated. This should not be the way any of Rebel Tech's customers should be treated.

1.) I know the order was only finalised after 3PM on Friday which means we would have only received the stock on Tuesday. However, this should have been relayed to you.
2.) You shouldn't have to call us/email us for an update - we should be on-the-ball with every customers order. Whilst delays do happen - a single call/email to the customer is better than leaving him/her in the dark.
3.) Wishy-Washy answers are NOT acceptable. My staff are supposed to be honest - if they don't know the answer then rather call/email you back. I do know that there was a delay on your PSU -> ETA was set for Tuesday afternoon but as our supplier only received stock on Wednesday morning. I did collect this PSU after I was involved that the supplier was short staffed today and couldn't deliver.
4.) I should not have made the joke (over the phone) about "I have good news and I have bad news". That was in bad taste and I do apologise.

I will discuss further with Alex + Kayleigh. I will keep you in the loop as well.

:cry:
Click to expand...

I find humbleness and the action to apologies admirable, and all professional respect is due to you.

I do find however that South African companies ( particularly IT ) are so so at customer service but VERY good at apologizing and patching up afterwards. Lets hope this isn't the case this time.

At least Rebel Tech had the decency to create a username here and make amends, unlike some other walk in shops no names mentioned cretins who just ignore true customer value.

Keep us posted Cobalt.
 
I am glad that there was an apology to this issue. I have never used Rebel Tech before (despite them being recommended by a friend). I usually use ComX and Evetech. Both are very close to my work and make collections easy, so it's a convenience thing. Those stores have great prices, but their service tends to be at about 70%. I'm happy with them now, but it wouldn't take much of a push for me to swear off them. I suppose this echoes the sentiments of Roomys, IT companies in this country usually have so so service.
 
Nevermind the company rep/owner replying, that's already cool, but big +1 to Cobalt for being so gracious and mature about it all. You are way more calm than I would be man ;)
 
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