Ordered Item, wrote email, no response at all ?

[suchy101]

Hello,

Yesterday I have ordered an item. During the checkout I got busy with something and stupidly timed out the payment session, which naturally got canceled. Even though I have not paid, I did receive an order confirmation email from AT almost immediately. Strange.

Anyways, the item was the last one in stock, so now it is shown out-of-stock because of all the mess I made.

Quickly written an email - both a support ticket and a replay to "orders" to proceed with the payment.

No response from AT whatsoever. I thought I will try my luck here as it seems Nitrix is usually here posting.

Cheers.

[Rotcrack]

Im not trying to reply for AquaTuning but if you got a confirmation the item/s should have ordered. Did you enter your details before timeout?

[suchy101]

Hiya!

That's the thing - I did not.

I did not even taken my credit card out from my wallet.

[deadlyavenger]

A la http://forums.bit-tech.net/showthread.php?t=188649

Nitrix said he's away for the week.

And on their website:

Please note UK support has been switched to e-mail only until the 8th June.

If you would like to speak directly to a member of the Aquatuning team you can still do so by calling the German call center on the following number: (+49) (0)700 27828864 International calling costs apply.

[suchy101]

OK, agreed, but the message on AT website clearly states that email contact is the way to go, which is the route I took.

Also, Nitrix's absence should not mean suspension of the business, or should it?

Either way, nowhere does it say that business is not operating as usual ...

I am starting to be a little bit glad that payment did not went through, but I really do hope I am wrong as I really want to buy that item.

Thanks for the input guys.

[Rotcrack]

AquaTuning are normally really good. My bet is on the email getting lost between forwards.

[Snubbs]

Originally Posted by suchy101

OK, agreed, but the message on AT website clearly states that email contact is the way to go, which is the route I took.

Also, Nitrix's absence should not mean suspension of the business, or should it?

Either way, nowhere does it say that business is not operating as usual ...

I am starting to be a little bit glad that payment did not went through, but I really do hope I am wrong as I really want to buy that item.

Thanks for the input guys.

My understand is that AquaTuning are a small outfit, and therefore, loosing 1 member of the team could mean that business comes to a stand-still!

I'd just wait it out another day - Nitrix will be back soon.

[suchy101]

Ok guys, I do not want to brag about it any more, but what is happening does not build my confidence in AT at all...

So as I said - yesterday I sent one email via AT's own contact page, and also replied to the order confirmation which went to "orders@......co.uk".

This morning, I sent another email (third) on info@......co.uk and still no response.

Let me just look at the whole thing from a different perspective - lets suppose I actually made the payment yesterday: there is no-one that would actually start processing the order on AT side. God only knows when would it be sent to me. Why do I think so ? Well, not only did I receive no response to my queries, but also nobody actually acknowledged that there is an order and there is no payment for it.

Not great customer support at all.

What the heck AT ?

[suchy101]

Oh boy. Check this out :

http://aquatuning-uk-forums.com/viewtopic.php?f=23&t=90

Well, in my case, I did not wait a week to find out there is a problem with payment, I am actually going to the extents to get a hold of someone to rectify this.

As per all of the above, I am starting to wonder what makes you guys actually make your purchases in there ?

My product, for example, (as well as a random few others that I compared just for a laugh) was more expensive than elsewhere, not to mention the ridiculous shipping costs. Why did I want to make a purchase you ask ? Well, they had it in stock, competition did not, and I made a conscious decision to overpay for the pleasure of having the item quicker. But this is not the case with vast majority of other items, which you can get cheaper and quicker.

So again gents, what in the world makes you use AT for your shopping? I am asking purely informative, as if there is a different side to them (that over shines the competition) , that I failed to yet to discover, I would like someone to show it to me, as my so-far experience with them is really poor.

[N. Draht]

Hello suchy101

our main target is to satisfy the customer and to be there for the customer needs.
As our UK sales manager was not in the office the last week, there may have been some delays in respond to emails, I apologize for that. Aquatuning is a big company, but for UK we have only 1 person. So if that person is not in the office, then there may occure some problems for customers in UK.

But during the last week, we also did recieve payments and imported them to the system, for that the UK sales manager is not needed.
Once a payment is imported, the customer gets an automatic email like "payment recieved"

If you place an order but do not initiate the payment, then the order exists nevertheless. The products are reserved for you for about 1 week. If that product was the last on stock, then the stock is zero after your order.

After about 1 week, we cancel orders where we do not get the payment, and the product is again free to be sold.

I hope I could help you with this information.

About the price discussion:
As Aquatuning is a europe-wide working company, we have the same pricelevel in whole europe. Maybe some products are more expensive in comparison to other shops in UK, but other are cheaper or not availible at all.
I believe that if you take a look at a complete order, the product availibility and the price will push your descision to buy at Aquatuning UK

[Nitrix]

suchy101 - please let me know if you still have any problems with your order.

I am back now and will endeavor to sort this for you. Also because you had issues contacting our support staff please e-mail me before your next order and we will give you a discount code for the trouble.