Thread: RTA300 bought at GRAYSONLINE

I don't know if this is the right forum for this but so it goes.

This is a RANT. Just the way it is. I am angry.

I was the top bidder on a RTA300 router table on the auction that finished last Tuesday ( 1-12-09). Paid $165 plus the usual extras and was quiteehappy with that. The money was duly transferred out of my account to Graysonline about 12 hours later. I was advised that the parcel had been made ready for delivery on Wednesday and the dlivery came (as I expected it would) early on Thursday morning. All good so far.

When the Aus Post bloke carried the box up the driveway, I saw that it was in a GMC box. I signed the delivery computer thing and carried the box into the shed, slit the tape carefully and discovered a GMC RT300 router table. Taped the box up, stuck it under a bench, went indoors and , at about 08:45 called the Graysonline customer service number.

I talked to a pleasant fellow named Michael. he understood the problem and said that Graysonline woul fix it up and send out the correct product or give a refund. He asked that, if possible I send a photo of the box that was delivered , just to make certain of the error. He said he would call back and tell me what was going to happen. I sent some photos, he did not call back.

This morning I called customer service and spoke with Shirley,(Michael was off sick) I gave her the details and she responded that my call had been noted, the photos recieved but nothing had been done. She asked me to quote a number on a barcode on the box, I told her that the barcode was totally visible on one of the photos I sent , but she insisted that I read it off the box. I walked over to my workshop and did just that. She then told me that a procedure must be followed that involves me taking emails and phonecalls and when they are entirely satisfied they will probably refund my money in about 14 days.

Not good enough I told her. She said that she had to follow the process - fair enough, I asked to speak to a supervisor, she immediately put me on hold and I waited over 10 minutes until she came back and again, more forcefully quoted the policy "terms & conditions" and anyway, her supervisor was in a meeting and could not be disturbed. Much discussion, with no conclusion went on. Shirley consistently refused my requests to talk to someone with authority to change their routine.

There is no way that customer service at Graysonline will allow a customer to speak to anyone other than the first person that answers the phone. There is no way that hey will transfer you to a supervisor. A number of times during my conversation with Shirley, she put me on hold to consult with someone, but that someone was not available to speak with me. In fact it would appear that Graysonline has no management at all, just people that asnswer the phones and quote there procedures.

I tried calling their office number to speak to the customer service manager but was fobbed of to the cs line , only to go through the recorded message again.

Graysonline is just another of those companies that takes your money and hopes that all will be OK and has no way of truly correcting a mistake that is all of their own making.

What really , really pisses me off is that the management of Graysonline is completely invisible. There is no one to call or even email that is willing to accept responsibility for mistakes that are made. What a bunch of weak bastards they are.

Tomorrow at 9:00 I will start my phone harrassment again.


I just cannot accept any company, any business that refuses to acknowledge mistakes and makes the customer pay for the error.