Kobalt Woes

I ordered a laptop from Kobalt over 3 months ago and have not received it, I'm now in the process of trying to get my money back.

I've just posted a thread on the Kobalt forum, which I have a feeling will be removed in the near future.

The post is here: High End Laptop

A pdf of the post, before it gets 'tidied up' is attached as two separate documents.

Can all those that are having issues with Kobalt apply some pressure so that we can actually get somewhere with this company.

S

 

Should point out that my username over at Kobalt is Spindrift.

 

Closing in on two months on non-delivery, but I'm more concerned with an outstanding refund. Although to be honest, their staff have made it quite clear that this is the wrong place to air grievances and apply pressure.

You really ought to keep using their support channels, it's not 24-hour service nor are they a big company so patience is definitely required.

 

sorry to hear, did u do your research before buying? there has been a few threads dealing with the same issue with kobalt, maybe its just because only the few bad customers have to rant and rave. but 3 months is way too long and u did rant and rave in that post. maybe pman can help as he is the kobalt reseller who posts here.

 

I definitely have symphony with you man, if what you say is true, 3 months is such a long wait I don't know how they can do this to their customer, of course we need to hear their side of the story as well.

I wish you the best of luck and hopefully speedy delivery.

 

I'm sorry to hear this. Did you purchase with credit card? Is there any way to do a charge back? Kobalt has garnerned not a very good repuation on this forum of late. They appear to be extremely slow and give hollow promises on delivery.

 

Well great news, I've received notice that a refund has been authorised .

Such a relief.

 

Of course man, if not you take it up to BBB or call your credit and they will refund you the money. That why I love ordering stuff with credit card.

Glad to hear man!

 

Honestly, it's time to put a sticky about Kobalt at the top of the forum. At least Eurocom delivers machines to paying customers.

 

and so does kobalt.
what you see on here is a very small % of their turnover.

 

Does seem strange that they would delete your posts instead of trying to resolve the issue, unless you posted in the wrong forum.

 

How would i go about a charge back if i paid with my debit card?

thanks

 

post a message in their order queries and they will advise the best way to go about doing a charge back.

theres a reply waiting for you.

 

The order in question (refered to by the OP) was indeed unfortunately delayed, however we have since discovered that we have been dealing with two different people at the institution who placed the order with us and it seems that they have not been connunicating with each other. I am not able to confirm this as we have had no correspondance from either person since we confirmed the cancellation, only that the OP has posted a reply on this thread on nbr.

As below I have personally pm'd the OP of this thread on our forum with regard to moving the post to our private Order Queries section and also in reply to this thread on notebookreview which I have not had a reply to.

The cancellation was sent to us by one party under instruction by another via a support ticket which wasn't assigned to the order. We had no cancellation instructions sent to us through the Order Tracking system we use, or the private Order Queries section on our forum, via which we had been communicating with our customer up to that point. We can't confirm which of these two people we have been communicating at any one point and are not sure if any of the information has been passed on from one to another.

I can confirm that we did actually acknowledge the cancellation of this order well before this thread was started and also before the post on our forum from Spindrift which has been coppied into the first post of this thread.

As such they had already recieved the cancellation acknowledgement from us.


In regard to the forum posts which were quoted in the OP of this thread, we only remove posts if they are in breech of our forum rules. In this particular case I saw the posts on the thread on our forum late on Monday evening. I first pm'd the forum users who had posted on the thread telling them that I was going to move some of their comments to the private Order Queries section of our forum so that we could work out who they were and reply to them or look into their stated issues. I didn't know it at the time but this particular issue had already been resolved as the cancellation acknowledgement had already been sent out. On Tuesday I confirmed this via all channels.

 

Hi Neil,

I never normally try to resolve such situations in the public domain, and really didn't want to in this situation. As it turns out you had indeed responded the day before I posted on this forum (and Notebook review), and this had not made it through to me that day it was sent at 4:40 pm to a colleague.

However, up to that point I had posted on the order tracking page and received no response, and also posted on the order queries forum and also received no response (posted on the 6th July, got no response until the 18th July after our request for a refund). By the time the 12th July rolled around, I'd lost all patience and asked for a refund to be pursued (an email was sent by my colleague).

Our email sat in a queue and understandably after this period of time (over 3 months at this point), and with this amount of cash invested, I was a concerned with the lack of communication and finally resulted to using 'shock' tactics to elicit a response (though by this point you had already emailed the evening before).

I don't think this situation would have arisen if there had been better communication from Kobalt, being left in the dark for long periods of time and having no sign of progress makes people worry. I'm not alone in being frustrated with a lack of feedback from Kobalt, others have gone through similar situations, with promises of deliveries passing with no sign of a laptop. I appreciate that the company is small, has had a number of difficulties completely outside of your control, but communication has to be improved if you are not going to loose custom.

<I will post this on the Noteboook review forum as well>

 

to Kobalt.

I've done a ton of research and your outfit seems to be the exact opposite of Malibal and XoticPC. I would be surprised if you stay in business much beyond the year. You certainly won't get anyone from this forum to buy even a blank cdr from you let alone a notebook. Cheers!