"1 The price invoiced was much higher than the price quoted despite the fact that I had verbally checked it. This was resolved when I complained.
2 The data never arrived, when I rang the payment hadn't been recorded, despite paying immediately with paypal.
3 When the data arrived it was a third of what was on the stick. I sent various emails to the company but only got a response from Jo (on a no reply email) 21 days later with the missing data. No apology. I took the stick in oct 4th eventually had data 31st Oct."
This confusion was in a decision to give a £99+vat of £129+vat recovery.
I have looked into this, and it is a communication issue on our part during a busy period, whilst we are undergoing changes. We were looking into how we could better coordinate staff based in several different locations and at the time.
As you saw when you visited Security House we are not like a normal service or retail store and the lab is access controlled with no sales people near the data. Only Lab technicians and engineers.
Although we allow drop in clients we have reviewed this and for non emergency work we have our FME Lab with a customer services office where drop offs can now be made.
We are reviewing a number of functions of the company whilst managing increasing levels of work. I have reviewed the impact of holidays and being busy and illness can have on our ability to react and have made changes.
We do try to help everyone we can, nationwide and internationally and we are on call out rotation 24/7/365.
I am sorry for any confusion on our part for the price difference... it was really a case of offering you a special price because you were dropping it off without having a note in the DB as to why.
Again my apologies for our team approach causing you any distress during your data loss it is not our intention and we work very hard to help everyone through their data loss.
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