Ebuyer saga rumbles on

If you're looking for customer service, then I'm afraid Ebuyer no longer meets that criteria. As things stand, I will not be using this company again. Today I finally received a response from someone in its "problem solving" department. The email was blank with an attached Word document - hardly the actions of someone being polite. On opening the form, I read the following:

"Thank you for your recent contact with Ebuyer UK Ltd. You have reported a missing item.

"Our initial investigations have shown that the weight checks are correct and show that the weight at dispatch from our warehouse matches the weight at the time on delivery by our courier.

"If you require further investigation please complete the form below and return to Ebuyer UK Ltd.

"We thank you for your cooperation with this."

Do I require any further investigation? Let's see. You sent out five parcels from an order that totalled eight items. Yes, I'd like further investigation! I'm afraid I lost my rag a little bit and while I never condone the use of abusive or aggressive language I have played the "freelance journalist" card.

I also sent back the form by email (I do not have time to wait for it to be posted to them - these items are now four days overdue). Certain things do help my cause just that little bit:

1. I have never disputed that I received five parcels. On the form I even went as far as providing the Pack ID numbers and box dimensions. Four of the five boxes only had room to fit the item that was packed inside them, while the one item that was shipped from a separate warehouse came in a larger box that hadn't been opened by Ebuyer, otherwise I presume they would have removed the despatch note from the company supplying them with the goods.

2. The weight of the parcels. I have invited them to weigh all eight items that made up my order and compare it to the weight of the items dispatched. As I've only received five items I presume the difference in weight will equal the weight of the three missing items.

I'm sure this saga won't resolve itself neatly for a while yet - that would be too easy. Christ knows when I'm going to actually be able to build the PC I've paid good money for. I've found Ebuyer's attitude incredibly disappointing - I don't dispute that they need to investigate further, but their lack of manners and tardy response suggests to me that this isn't an isolated incident. It seems customer service is something for other people...