Nearly a Year of Lies, Delays, and Utterly Shocking Service

To whom it may concern,

I would firstly like to state that dealing with Partserve Channel Support has been one of the absolute worst experiences of my life. Not only have they had our equipment for almost a year with constant excuses about why it has not been fixed but also giving me the worst customer service I have ever endured. I have been **** to, left on hold for hours, been ignored when asked to receive a call back and more lies about timelines and job progress.

Besides for the fact that we have had a loss of business due to their negligence but we have also wasted countless hours on the phone with them, most of the time being on hold at our expense, without any end in sight and absolutely no progress on the repair of our scanner.

I am mortified at the way they have treated us on a job we paid for as soon as we received the quote. They performed diagnostics on the scanner and after waiting months for the original parts they proceeded to let us know that they had to order other parts as it was still not working. After ETAs being moved back, “wrong parts” being delivered more times than I can count, and now more issues almost a year later leaves me questioning what has been true throughout the process. The lack of customer care and often very rude remarks has left us in a state of disbelief that a company could operate in such a way.

Today was the final straw. After calling them about 15 times last week I was very surprisingly informed that the scanner was ready for collection. I was speechless and very excited to be going to fetch my scanner. Finally!

After my hour long drive and long wait in the collections line I was let down once again when I was told that the scanner was still not ready for collection. I could not believe what I was hearing. I insisted to speak to the manager, whom I had to wait about an hour for, to be told again that there is nothing they could do and I would need to wait about another month at least for further parts to arrive from Dubai.

This is not to mention that whilst waiting for the manager, another customer standing in line proceeded to scream and swear about how terrible the service has been, how long they have waited and proceeding to ensure the tellers that they have lost a major client and he will never return nor recommend Partserve to anybody ever again.

Another customer had also been waiting to receive their laptop in line for about an hour, for them to realize they had not even handed the form to the back for the staff to collect it for him, wasting his time and causing him to stand up and express his frustrations at the terrible service. This just proved to me I am not alone and Partserve surely are an absolute joke of a company and do not care about their clients nor care about their level professionalism.

I again am playing a waiting game, irritated, frustrated and full of regret for ever taking my equipment to PartServe, the “Official Epson service partner and authorised repair centre”. I will be taking this further with Epson global and hopefully they will be able to streamline this process so I do not have to wait another 10 months to receive my scanner back in working condition.

If you were thinking to take your equipment to Partserve Channel Support in Johannesburg, I strongly recommend you run far away and save yourselves from months of torture. Goodluck!