[timoggy]

Latest update:

Recieved an email from Uxcell yesterday (15 Feb) advising that a replacement Glacier had been despatched. I am keeping my fingers crossed that it is not delayed by the start of Chinese New Year (as of this minute it is "awaiting processing from Hong Kong" - Hong Kong Post Office Tracking). If it misses the New Year holidays I should get it in about 4 days.

More Detail:
My faulty one was delivered to Uxcell on the 10th Feb (Saturday), waited until Wed 14th before chasing. Got an email next day (15th) asking for order number, replied and within a couple of hours had the notification of despatch.

Thoughts so far:

OK, so they are not the quickest. You could probably argue that 3 or so working days to turn around the faulty player and send replacement could be better. However it is not that bad. Bearing in mind that they said in an earlier email that the turnaround could be 2 weeks, 3 working days is more than acceptable.

As I have said before, I am dealing with a company that is in a different time zone (7 or 8 hours ahead of UK time). So this will affect responses (in both directions). Taking that into consideration, I think that the service I have recieved (and I know I have said it before), has been good.

I think that Uxcell have had some inappropriate bad press on these forums from people expecting that buying from the internet (halway round the globe) is liking buying from the corner shop. You get better value for money goods, but have to accept that it will take some time to resolve problems if they occur.

That said, I also believe that customer feedback (good and bad) is very important. Customer feedback should allow Uxcell to review and improve their service. We must not forget though, improvements may cost money which would then (inevitably) be passed on to the customer. You get what you pay for.

Will update once new player recieved.