out of 5
Great mop, very poor customer service.July 02, 2012
We bought our mop in April after waiting for 21 days it finally arrived and I have to say, it's marvellous. Unfortunately after no more than 5 uses it broke and instead of steam, only produced squirts of warm water. I rang Thane and waited on the phone for 20 minutes for someone to anwswer (20 mins is not an exaggeration). I had the phone on loudspeaker at the other side of the room and when the person on the other side finally answered they said; ""Hello, hello?"", and promptly hung up before I had time to take five steps to cross the room and pick up the reciever. Surely the phone operators are aware of the waiting period on hold for customers and don't expect people to immediately respond. I had waited 20 minutes to speak with someone, the operator waited barely 3 seconds before hanging up on me which is totally unprofessional, rude, arrogant and highly irritating. When I finally got through to someone on my seccond attempt I was instructed to send the mop back for repairs. 22 days later I recieved my mop, minus the mop head and so had to call Thane direct again. They assured me that my mop head would be with me within 7 days maximum. Today, 25 days later, I recieved an e-mail to tell me that it has been dispatched and will be with me in 7 days, which, if it is, will total 75 DAYS or 2.5 months without a mop since the time I placed the order. Needless to say, I am very dissapointed with the level of service I recieved from Thane and would strongly dissuade anyone from purchasing one for these reasons alone - no fault to the actual mop which when functioning, worked great. When I submitted this review to the Thane website I was thanked and informed that my review would be submitted to their customer service team - presumably, for review. Considering their level of customer service thus far, I don't expect them to publish my review so I am submitting it here aswell. Ronan 1981
40 of 41 people found this review helpful.