Unfortunately, the service level has dropped considerably over recent months. My two most recent orders have been botched by SVP.
The first on a next business day delivery did not arrive for 3 days, despite my having paid for the service. In their favour, SVP refunded 50% of the delivery costs.
The most recent (yesterday) order was for two sets of ink cartridges. Unfortunately, within 20 minutes of placing the order, it became evident that one of my printers was terminal and that a new unit was required. I immediately contacted SVP via their ‘Ticket’ system to ask that the order be held as I needed to make a substitution of the inks that were now surplus to requirements.
Four hours later I receive an email to state that they would contact the warehouse and get back to me. They never did.
I have today raised several further tickets, requested 2 callbacks and sent emails to their directors, Steve, Pete and Andrew. Nobody has had the courtesy to reply.
By the way, it’s impossible to call them as their automated phone system sends you around in circles and is clearly not manned. I know as I’ve been trying for nearly 36 hours.
Despite all the tickets and emails as of now I have still received no response apart from an email to confirm dispatch of the original order this evening, 30 hours after I first alerted them to the fact that I needed to make a substitution.
It saddens me that ithis once superb company has fallen so low in its service levels. My order and request were very simple and could have been resolved if someone within SVP had taken the time to offer just a fraction of the service they once did.
I for one shall not be using this SVP again.