Digi Express Digiexpress, digiexpress.us Misleading advertising and not honest about turnaround time New Kensington, Pennsylvania
This company has got one of the top search engine results for ipod repair and they post stunning customer reviews on their front page. They also boast a 1-3 business day turnaround time for the fixing of your ipod. Unfortunately, this is a crock. First of all, their contact page states that they have customer service reps from 9 am to 9 pm Mon-Fri and when you call they close at 4:30 P.M. EST.
Also, they must have a ton of unflattering reviews because I searched and found a lot of complaints. The biggest issue I have is their turn around time. It was well over a week before I even called and I assumed the ipod was on its way. I get the run around that they have not fixed it yet and they have a high amount of ipods to be fixed.
I stated that I wish they would have told me that before I paid for the repair because I would have just got it sent back to me. Now we are stuck waiting as long as they want for me to get the ipod back because unfortunately I already paid. They should tell customers that it may not get fixed in 1-3 business days and that there may be a much longer delay!
It looks like it will probably be 2 weeks or more before I get it back! Possibly longer because I called and complained and they will probably just put it at the back of the list to be jerks. So all in all, their turnaround time is not accurate and they do not tell the customer when they pay for the repair that it may take a lot longer than that.
Once they have your money, you are theirs. You have to wait as long as they want to fix the ipod and their website claims are very misleading. Misleading advertising about customer support hours listed on the page, misleading turnaround times, and reviews that are obviously one-sided. The reasons I chose them were their great customer service hours they had advertised and their advertised turn around time. Needless to say this company will never be getting my business again nor will I ever recommend them to any of my work colleagues. They own ipods for work and I'll just let them all know to beware of digi express.
1 Updates & Rebuttals
JenniCole
Vandergrift,Pennsylvania,
United States of America
TOTALLY FALSE, DIGIEXPRESS HAS GREAT CUSTOMER SERVICE!!
#2Consumer Comment
Thu, February 17, 2011
I recently sent my iPod into DigiExpress for a repair and I was notified immediately that they were having a delay due to the post holiday rush. The staff I spoke with was very courteous, professional and friendly.
Also, this person obviously has never attempted to call DigiExpress on the weekends or after 5 p.m. because they ARE open until 10 p.m. every day of the week, including SUNDAYS!! And if you actually READ the website, it says, and I quote "Most orders are diagnosed within 1-2 days at no additional charge." No where on their website does it guarantee a 1 to 3 day turn around. Every business has their busy months and at least they have the courstesy to notify their customers and give them options. What this person isn't telling you is that they offer to refund your money in full and return the iPod if you don't wish to wait. So, the "once they have your money, you are theirs" is totally UNTRUE!!!
And, my friend had her iPhone repaired at DigiExpress back in June for a glass and battery and they had her iPhone repaired and returned to her within 3 business days!!! Just because they have a delay doesn't mean they won't fix your iPod or keep you updated about the repair. Everytime I have called for a status check they have answered the phone and have been so polite and friendly. AND I HAVE CALLED AFTER 4:30 p.m. AND ON THE WEEKENDS!! Never have I been transferred to voicemail.
When I called to pay for my parts not only did they tell me about their delay, they even gave me an approximate shipping date and offered to refund me if I didn't want to wait. NOW THAT IS CUSTOMER SERVICE...but guess what I am choosing to wait because patience is a virtue! Oh, and by the way their delay is only about 7 business days after you pay for your parts not 2 weeks!
This person says it was over a week before they called....they diagnose iPods very quickly if you actually CHECK YOUR E-MAIL! And, when you log onto your account on their website it even tells you about their delay. Another thing too...when you call their 1-800 number as your waiting to speak to a representative it again tells you in a recording about their delay. So this person is a huge liar if they were unaware of the delay.
I have never experienced such a FRIENDLY, COURTEOUS, PROFESSIONAL customer service team than I have with DigiExpress. And this person must be so childish as to think they would push their iPod to the back of the line just because they called to complain! I am sure every company deals with complaints. I know that DigiExpress will be receiving a positive review from me!!!!