mydv.co.uk has unprofessional site

[concerned]

I know some people got taken by the look at the site, but if you would have really looked at it, this is what you would see.

For those that know me, it is time for another one of these comical posts about a scammer's site.

Under the link “Why shop at MyDV” I found these funny statements.

Fast, Reliable & FREE Shipping.

Then two lines down you see this.

Unconditional Guarentee.
No questions asked and NO ADDITIONAL SHIPPING CHARGES. Ever.

If shipping charges are free, why do you need to tell people that there will not be any ADDITIONAL shipping charges. That would mean you had shipping charges to begin with.

They won’t charge “ADDITIONAL SHIPPING CHARGES” but they will charge “ADDITIONAL OTHER CHARGES” which makes me laugh.

Also, there is this under “why shop…”

Service
Impeccable.We work hard for our customers, 24 hours a day, 7 days a week, 365 days a year.

24 hour support??? Then why does your site say this?

Sales / Support:
0207 993 4698
8am - Midnight GMT

8 am – midnight is 16 hours, not 24.


The privacy statement is a joke.

Here it is:

Privacy Statement
myDV will never send your data to any other party except where necessary to complete shipping of product to you. This means that we will give DHL or other shippers information necessary to ship product to you. Otherwise, your personal information will remain with us and only with us. We won't sell your information, and we won't send your email to anyone else. We are in the business of selling tools and accessories, not data. We consider your data personal and private information that you have chosen to share with us so that we can fulfill your order.
How come it doesn’t have any legal information in the statement?

Next is the terms and conditions. This is the most hilarious.

We cannot accept returns of certain items, including any item that is gas-powered or contains flammable liquids.

What do they sell that is gas powered?

Pricing Policy
myDV reserves the right to cancel any order submitted.


Shouldn’t the pricing policy talk about prices? What does canceling an order have to do with pricing?

Here is what you get when you look at their FAQ.

FAQ goes here

The about our site section is blank.
The site map returns a page can’t be found error.

As you all can see, this site was NEVER professional when looking deeper. You really need to look hard before buying from these fly by night places.

[spritez]

you're right i can't believe i've been fooled, even after i go onto shopping websites all the time.

[churchward]

True indeed and good pointers to what to look out for. However, it doesn't help the people who are already taken in by it get out of thier the problem they find themselves in.

[concerned]

True indeed and good pointers to what to look out for. However, it doesn't help the people who are already taken in by it get out of thier the problem they find themselves in.

True. This thread is meant for people looking at making a purchase. It is something that those of you that are already in this situation can look back on and try not to make the same mistake again. I think this is a learning lesson for everyone. Remember, we are here to help all people. While you are saying this thread doesn't help you, it does help others.

[lamboy]

I just checked my CC bill and noticed that they have overcharged me £20! :mad:

The advert for the camera says £299.95

My email receipt stated £299.99 + free delivery.

My CC bill was £320!!!

WTF :mad: :mad:

They are also over a week late on delivery - will I ever get my camera???

[viatheweb]

I think I've got a great idea for a new tv game show involving this company. You have a load of contestants each phone the company a number of times asking if they have any PSP's in stock and how long they will take to deliver. The winning contestant is the one who gets the staff at the company to confirm the same delivery date twice!

I've had 2 days, then a guaranteed 2-3 days, then 7-10 days, and finally 1 month!

[lamboy]

if anyone has any phone numbers for mydv other than that advertised on the site I will be much appreciated.

tnx //lamboy

[BobC]

You are right but I was encouraged by the sponsered link to Mydv returned by a search on google.

By the way I have a full refund for a cancelled order from Mydv, after a lot of effort! and am now satisfied with the outcome. You don't need luck Just persistance!

[jokach]

Hi BobC

What steps did you take in order to contact them? Some people have been successful and others not so successful, and I have to wonder if there isn't one way thats better than another for getting through to a customer service rep who can truly help.

jokach

[MrFlibbleUK]

I rang the main number all day today and just on hold for hours.
The second number in the list was saying mailbox full until about 6:00pm and then some indian/asian sounding woman answered but then said that the department that deals with returns was shut!! (the main number) and that they would be back at 9:00am UK time...weird.

Spent hours waiting on the chat thang and then at around 6:15pm got an answer, basically saying they could only accept cancellations over the phone and not via email or chat?!?!?! and also stated that they had gone for the day.

Sent email as well and got what is probably an automated reply saying that it had been passed to the customer services department and that they would mail me back (i wont hold my breath).

So in answer to your original question I would say:
a) ring the main number from 9am UK time onwards and prepare to wait..and wait....
b) ring the second number in the list after 6pm and you get someone who reckons they cant help you anyway.
c) logon to the chat at about 6pm and wait...and wait....but expect no help whatsoever.

Cant believe I have been suckered like this :head:

[BobC]

Hi jokach

Initial contact was via the telephone using the numbers Variously 0207 993 4698 & 0207 993 4696. These calls where of the where's my order type with the response to wait another 5 - 7 days for dispatch. All calls where made between about 2pm and 6pm GMT and were sometimes answered straight away or with some wait (no longer though than getting through to some blue chip companies can take sometimes!). I managed to get verbal confirmation that my order was cancelled by telephone but no action on a credit although one was promised.

As well as cancelling by telephone I e-mailed confirmation to inquiries@mydv.co.uk requesting a full refund with no response and followed up again by phone.

After nearly two weeks No Response!

I decided that, helpful as the telephone operators were, they were ineffectual.

My credit card company will only take action after 30 days from the initial stated delivery date to allow the company to deliver the goods or process a refund.The end of this period was fast approaching I therefore re-sent my first cancellation e-mail along with a covering note explaining that I expected a refund within the 30 days or that my credit card company would commence proceedings to recover the money and cc'd it to all of the other addresses which you have listed on the contact page for Mydv.(I got them from the original thread;very helpful!)

This got the desired response the following day "This is an update regarding your recent order cancellation with our company. A refund was placed today to the credit account initially used for your purchase. These funds will appear on your credit statement within the next 2 business days...........". Waited an extra day and presto refund was there but short about $28.

Another e-mail to all 5 addresses requsting balance in dollars got a reply within 2 days confirming a refund for the balance.

If this is of help to anyone, I'm pleased to have given a little in return.

[concerned]

I have an idea. Has anyone tried to tell them that you want to cancel your order, because you want to make a larger order? Like say you ordered a $200 camera. Have you said you want to cancel your order to order a $500 camera? Then make sure they refund the first order, and then say never mind. Maybe something like that would work. At least you would know if they are telling you a lie when they say they can't process the cancelation.

[RedAlligator]

The good news is I've got a refund, albeit £5.64 short of the amount billed to my cc last month. It was identified as 'nepco', the alternate name for mydv.

As Max put it in writing that they were going to refund the full amount charged I'm going to keep hassling him/them until I've got all my money back.

I've spoken to my local Trading Standards office. Their view is that mydv are outside their jurisdiction as they are a US based company. Even tho' they are using a .co.uk domain name & making various claims about being 'The UK's best source ...etc.' they aren't actually doing anything illegal. Uhh??

They did say if they didn't supply the goods or make a refund, then that would be a different matter, but for £5.64 it wouldn't be worth taking any action (even if any action against a US company were possible). So not much help there!

The one good bit of advice was that under Section 75 of the Consumer Credit Act the cc company are equally liable for non-delivery or non-refund of all goods worth over £100. However, only cc have this cover; not debit or charge cards (Amex).

So if mydv don't refund the £5.64 the cc should do.

I think this company are just totally incompetent as I've received two more e-mails from Lisa this week saying they are refunding my cc.

[MrFlibbleUK]

I have just got off the phone from my credit card Mint and basically they have told me if I cancel my order I dont have a leg to stand on and that it is between me and the retailer as I have essentially 'changed my mind!!'. If however I wait for the 30 days and dont recieve anything then they can step in.

So i summarised with them...."sooo I know I am not going to get the items, you know I am not going to get the items (he had already heard of mydv), but if I cancel you can do nothing and I have lost my money essentially" to which he said correct.

"and therefore I just have to wait for 30 days for them to deliver a non existant item and then they will take action" again which he said was correct.

Bleedin' crazy, am worried now that if i cancel and dont get my money back that the credit card company will tell me to go screw for the £500 they owe me!!! :confused:

They did say however that if I recieve the item itself that they can refund me the difference between what I was charged and what I was invoiced for. I did state that surely they have breached contract as have taken more money off me than agreed...he seemed to think this doesnt matter and it would still be classed as 'changing my mind'...aaaaggghhhhhhhhh

[Rodbox]

Suckered? Me too. I buy online several times a month. They are on a par with the "MY ESTEEMED BROTHER, I AM WRITING FROM.. etc." emails. I have been in a "chat" all morning with the delightful Lisa, so far:

...Thanks for your patience.
You are now chatting with 'Lisa'
Lisa: Thank you for contacting mydv.co.uk, how can I help you today?
Henry Jones: Hello, I want to cancel an order
Lisa: Is there a reason
Henry Jones: Yes. You state on an invoice that I will be charged 199.95GBP, my bank statement says you took 216.51GBP
Lisa: Our merchant services account and bank are located in the United States. We submit to them the amount to charge your card in British Pounds. Occasionally due to currency fluctuations they overcharge your account when they convert this to US dollars. We understand the inconvenience this can cause and we refund your money right away
Henry Jones: My order # is: *****
Henry Jones: I would like confirmation of this refund from you as an email to henryej@gmail.com
Henry Jones: There is little information on your site about currency fluctuations. If you advertise in GBP you should hold to that price, regardless. It is also wrong and possibly illegal to say you are a UK based company when you are not.
(5min wait)
Henry Jones: Hello?
Lisa: Will have the overcharged amt refunded'
Henry Jones: I want to cancel the order #***** and would like the whole amount (GBP216.51) refunded. The delivery time is too long and I have a right to cancel.
Lisa: Your shipment date is on 25th
Henry Jones: Yes, I know - I could have had one for the same price in my hands now from a rival company. 2 weeks is too long and I want a refund for the whole amount.
Lisa: For cancellation you need to contact the order review dept and the number is 0207 993 4698
Henry Jones: I have tried this number several times and get "mailbox full". This is not a UK based company. Empty your mailbox and stop giving me the runaround. You or one of your collegues can authorise the refund, you managed to take the money quick enough in the first place.
Lisa: Henry thaths the number usually there is a huge call volume
Henry Jones: I'm not surprised you have a huge volume of calls. I would like you to refund my money in full. If you could authorise a refund of the overcharged amount you can do it for the rest.
Henry Jones: I have a right to cancel and to receive a refund, UK law - you are trading in the UK.
Lisa: Yes you can , please contact 0207 993 4698
Henry Jones: Empty the mailbox then. I keep calling it and get the same message telling me the box is full. I have wasted a morning so far doing this. Running a business this way does not instill trust...

Their first resposne shoud have been: "Yes, of course we can cancel your order refund the full amont."

Still talking...

[JazzyJazmine]

- or maybe like most people she just needs a job to pay for lifes essentials, and cannot afford to leave. Not everyone has the luxury of being able to choose who they work for.

[Barnaby]

Its a shame there are several different threads going on this one topic. For those who did not see the previous thread that MatrixWatch erased because it was being abused (I only saw one really bad post), the theme was exactly the same as all these new posts. These concerns are obvious and don't really need repeating.

myDV is definitely trading, and with extreme persistence you will sort your problem out probably. My USA spec camcorder (unusable in the UK), was collected by myDV through their carrier DHL, and I now anxiously await the refund. The trouble is that evidence from previous aggrieved customers has been erased through the removal of the previous threads, and also once people get their problem sorted I guess the majority don't come back to these threads to tell us all. While dismayed overall, the previous thread gave me the knowledge that with persistence it will pan out OK.
My experience tells me that eventually the use of the email addresses works, while the phone lines are very frustrating and will raise your blood pressure. We are used to same day retail processing, these guys take 2-4 weeks, so we are all very irate.

I saw one really appalling post on another website where it was being proposed that, at a specifed point in time, all respondents should multi-email on a continuous basis to "bring down" myDV. I was aghast at such irresponsibility towards those customers desperately trying to save their money (in my case over £2000).

So go for it, get your thing sorted, then tell us all when you succeed. Use official channels to make complaints along ethical lines.

Sorry gone on a bit!

[Mr Angry]

Having booked a romantic holiday for my partner and I to Rome, I decided a digital camera was needed. I ordered a Sony Cybershot camera from MyDv on 7th Novemeber after having been on the "live" chat. I was promised by Sandra that the item was in stock and would be delivered max 10-14 days. The price £112.99. 3 days later i checked my credit card bill and they'd charged me $206.04, which was £122.04. I emailed them without reply. A couple of days later I went "live" chat again and was assured I would get my order and that she (Lisa) would put in a 'special' request for speedy delivery. I honestly wasnt that worried about the overcharge as long as i got my order. After 10 days I became worried and several un answered emails later, I again went "live". I was told again not to worry. The next day I recived an email stating my shipment was due on 21st Nov and that they would email me my tracking number, but no reply on the overcharge. At this point I became suspicious and the 21st came and went. The 22nd I emailed.. still no response. So today I went live to cancel (as I found millions of bad threads about them!!) I went live and was told by Lisa you have to cancel by calling 02079934698. So i logged off and to my surprise was greeted by an automated FULL voice box. Grr.. I went live again and sternly took no crap. I told Lisa I was cancelling and almost instantaniously a pre written pile of rubbish regarding poor manufacturing supply appeared. Again I said, tough I want to cancel and the phone line is a waste of time. After a little persistance she accepted and said she would cancel online and I would recieve a confirmation email within a couple of hours. I put the phone down uncertain. Having read more horror stories of other people's experiences I turned to a number found on MATRIX WATCH.

This contact number works!!!!!
0207 993 4696

I spoke to sebastian who tried fobbing me off with the prospect of a delivery already sent and a restocking fee. I simply told him the conversation was being recorded and that under the sales of goods act 1976 I was cancelling without penalty. He then transfered me to the finance dept who cancelled the order and said I will reieve a refund in 7-10 days. I also complained about the overcharge and she took down the sum to be repaid. Shortly after I recieved an email confirming their sadness at my cancellation!
Fingers crossed the money will go in, and god only knows if the overcharge will be paid back. :bow:

We should all stick together

:mad:

[Barnaby]

Well done Mr Angry! Your story shows what most of all this agony shows, be persistent! Amazing you got put through to Finance, I have never got past the customer "service" guys.
I bought my camera on 16th Oct, on 18th November their carrier DHL picked up the camera from my home and tracking tell me that the camera has been delivered to myDV in the States on Nov 21st, which is just 3 days ago. So I think that, as with a lot of these posts, patience is a virtue: the first priority for each of us is to get our individual business sorted. The collective responsibility does exist to try and sort the greater problem to avoid future customers getting burnt. Actually I think this whole process will be self-determining, as a post on the previous threads (erased by matrixwatch for all good reasons) said previously, myDV's business model is not sustainable, it will crash. When it does, those in limbo should persue their claim through their credit card. For that reason, surely everyone should write formally to their credit card to initiate a "disputed payment", in case you need to follow this through later on. I feel terribly sorry for the people who used debit cards, and can only hope that the great majority get their refunds before the crash.

One thing that I have always found quite intriguing is the raltively tiny number of complainants to be found on these threads. This thread for example is almost static. We have even had the odd post saying myDV is OK. Quite clearly (I think) myDV is performing for some people, maybe most people - we just don't know their stories, do we! Maybe myDV will clean up their act, I would guess they are doing very brisk business, and will want to keep it that way.
To those of us on these threads, it seems unbelievable that any customers could be satisfied, so badly have we been treated.
If I get my £2000+ back from myDV, I will certainly post the news - any news like that has been essential encouragement.

[Mr Angry]

After all this heart ache.... and pursing..... and emailing and thread posting......and formally reporting... and complaining......

They've only replied to my last 3 emails!!!! :head:

Since cancelling as aforementioned, I had one to confirm cancellation. A second replying to my demand for the shortfall to be re embursed and a third saying the refund will take 10 business days to complete.

Amazing ...... why couldnt they just deliver the order :shake: ?????

All I wanted was a Uk spec Sony Cybershot, delivered within 10-14 days @ £112.99.

Its such a shame. I really think they could have been a reasonable company with some sort of planning and system..... oh, and staff too! They could have been making a legitimate fortune and earning a fantastic reputation had it not been this way.

I would never place an order with them again .... even if everyone from now posted how good, reliable and quick they were. As Barnaby said, they're name is now completely tarnished and they deserve to suffer for it. Shame.... perhaps someone else will set up in the Uk genuinely, selling the same goods for the same prices.

If they do I'll check them out a lot better than I did MyDv. :D

I'll keep you posted on the refund progress :bow:

[Avoura]

When I placed my order, on 29 Oct, I was in too much of a hurry to get the item I wanted. Unfortunately, I forgot to check out the site thoroughly. I wish I had. Normally I am very careful, but this time I was not, and I suffered. I was overcharged, no goods arrived, and despite several requests for a refund, nothing has been forthcoming.

One other unprofessional thing about their site, is that they put their London phone number in the wrong format. The code for London is 020, not 0207. The number should be in the format 020-7993 4698. This means that anyone in the 020 area does not need to dial the 020 to call the number, only the last 8 digits. If you dial just the last 7 digits then nothing will happen. :head: :nono:

[Barnaby]

Oh dear God, have you all seen the myDV site recently.....
If it wasn't so serious, I would die laughing, it says:-

"Goods purchased before December 24th will not ship until at least after December 25, 2005. Please hold off until we are ready to launch - we will give you green light on this..."

Oh give me strength! Goods ordered on one day will not ship at least till after the next!!!!!! And goods purchased any date before the 24th will not be shipped until any day after the next day!!!!!! What exactly are they preparing to launch?? Another blitz of misery on unsuspecting customers. Yes, that is a green light worth waiting for!

Who ARE these guys? John McEnroe's "you cannot be serious" comes to mind.

[Webwatch]

A strange announcement this from MYDV must have written by one of their call centre members, goes by the name of Yoda, his name that is i think.

[concerned]

One other unprofessional thing about their site, is that they put their London phone number in the wrong format. The code for London is 020, not 0207. The number should be in the format 020-7993 4698. This means that anyone in the 020 area does not need to dial the 020 to call the number, only the last 8 digits. If you dial just the last 7 digits then nothing will happen. :head: :nono:

Thanks for that input. Being from the US, I would not know that, and obviously the owners of mydv didn't know that either. I would say that is a huge tell tale sign that you aren't dealing with people in the UK. Good catch.