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Proviation customer care problems

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Proviation customer care problems

Old 20th Sep 2013, 08:26
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"Trustpilot differs from other customer review websites in that it accepts fees directly from some of the companies being reviewed....Fee paying companies have additional control over their reviews."
Assuming that by "control", what is meant is the ability to manipulate and not just add extra fancy graphics, etc. then I'm speechless.
As it is, the ability for ANYONE to flag a review on a site like that is potentially counterproductive, however (take note Ed Barrett, as I see that your own review there was pulled) if it's a matter of "Personal details" then they remove the details such as names of company staff, references to other websites etc. and reinstate the review after a few days (or weeks depending upon how much oil their wheels require). If it's "on suspicion of being false" or "other", the customer is likely to get an email from TP asking them to prove that they were a genuine customer. When mine was pulled, after some time, I got one of those requests so I sent them my emails from Bloviation and it soon reappeared. Not until AFTER it had slid off the first page though.
If you post on TP, I'd recommend keeping all correspondence from your supplier because you may need to back up your review.

Paul..

Last edited by PaulKerry; 20th Sep 2013 at 10:09. Reason: Grammar correction.
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Old 21st Sep 2013, 17:39
  #202 (permalink)  
 
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Thanks guys for your advice. ASA are still investigating them (Case Ref: A13-242088). I am unfortunately very busy at the moment and therefore haven't had time to inform Trading Standards.

I did however start looking into small claims procedures (I've always heard good things about the way it's set up), and sent a quick, polite email as a precursor to court proceedings (which normally goes down well in court):

Order O-xxxxx was cancelled by Proviation one month ago. Refund still not received. Please advise as I must start legal action this week (week commencing 9.9.13) if refund is not received.

They processed my refund the following day. They included a screenshot of their refund authorization code, and said:

Your refund was processed automatically through the shop terminal around the 8th August. Sometimes they don't go through properly as we have changed credit card merchants and so they sometimes have to be manually entered. I have done this now for you and here is a copy of the transaction details on. [sic]
This is something that we are working on with our card merchant and we apologise that you have been affected by this.


Just thought I should let you know, as I had been losing hope (not being able to get through on the phone, reading this thread & seeing all of the others waiting for refunds etc). It is either a huge coincidence, or Proviation aren't fond of legal action.
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Old 21st Sep 2013, 18:53
  #203 (permalink)  
 
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Bloody hell. I wonder if there's anything or anyone they haven't blamed yet?
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Old 22nd Sep 2013, 19:59
  #204 (permalink)  
 
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Card merchants are automatic

I have a friend who use the same merchant as these guys, ie sage world pay or whatever its called.

Refunds are NOT done manually. They are the same as when they take your money, which in Proviations case is instant. refunds take no less time. they are simply hanging on to your money until you really kick up a fuss
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Old 23rd Sep 2013, 13:40
  #205 (permalink)  
 
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I'm very surprised that no-one's sent this complete "dossier" to the BBC consumer affairs unit. The Watchdog team has a very good track record in putting the fear of death, liquidation, approbrium etc into companies large and small as the threat to blitz the company name to (potentially) about 20 million viewers very often has an instant effect.

I haven't been "burned" here but one of those who has should do this and soon.......
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Old 27th Sep 2013, 15:16
  #206 (permalink)  
 
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BEWARE PROVIATION

Appalling customer service, never answer the telephone, often ignore emails, no response to requests for up to date delivery dates. Ordered 1/8/13 and no sign of goods, will not hold my breath to get my money back
Beware of ordering on line...check by telephone first...if you can get anyone to answer it...they often have problems with many of their 'systems' !!!!!!!
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Old 27th Sep 2013, 16:36
  #207 (permalink)  
 
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I wish I had read all this before I ordered from Proviation.

Are they in self denial over their obvious customer problems or are they planning to go out of business? Both my order and my money seems to have disappeared into the ether. No communication except a cynical auto reply to emails and of course no goods. They must make a fortune on money held from non deliveries. I've got a bit of time just now so will try to refer them to Trading Standards and PayPal. No this is not a fake posting - Order No O-23033 and all items stated as in stock both when ordered and now!
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Old 7th Oct 2013, 21:12
  #208 (permalink)  
 
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Thumbs down Who to beleive?

"Celebrating 5 years" it says

Companies house says not
Company Registration No.: 07516808
Incorporation Date: 3 Feb 2011 - 2 Years old

Last accounts filed year ending 29 Feb 12

now nearly 2014, I thought you had to post accounts if you were still trading?

PS: more from Trustpilot

Terrible customer services

I ordered item on the 16th Sept 13.
Waited & Waited nothing arrived.
Emailed, you guessed it, no replies
Phoned, always busy.
Phoned the 26th Sept, actually got through to a human being who informed me that the supplier normally would send the item direct to myself but had sent it to Proviation by mistake. I was then informed the said item would be dispatched on the 30th Sept, you guessed it zilch; nothing xe



An absolutely disgraceful company to deal with

I purchased a wireless weather station in good faith for a birthday present for my wife.
Ordered it, was told a 2 weeks later it was no longer available and offered an alternative. I wasn't too keen on alternative so asked for a refund. 4 weeks on and still no sign of refund. No-one ever answers the phone, emails do not get replied to, yet someone is tweeting on their behalf and still no sign of a refund or a call back. My advice would be to avoid this company at all costs. An absolutely 'pot luck' company to deal with, and until I get my money back, I will ensure they're reflected so in such a manner
Avoid, avoid, avoid



This text is a 100% accurate copy and paste from a website in the public domain that is supported by Proviation as a paid for client.
It is not an opinion one way or the other

Last edited by CaptainChaos981; 7th Oct 2013 at 21:16. Reason: Validation
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Old 8th Oct 2013, 01:50
  #209 (permalink)  
 
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"Celebrating 5 years" it says

Companies house says not
Company Registration No.: 07516808
Incorporation Date: 3 Feb 2011 - 2 Years old
Proviation Ltd., may only be two years old whereas, "some bloke" trading as "Proviation" may have started 5 years ago and only as Proviation Ltd., would he have to submit accounts to Companies House. As a sole-trader ("trading as"), he would not have to deal with Companies House. He'd simply have to submit his sole-trader's tax-return to HMRC and they would not be published.
(Not that I'd defend "some bloke" in any way, shape or form but I do think that we should be rational and fair and understand how to correctly interpret what we read).

Last accounts filed year ending 29 Feb 12...
...now nearly 2014, I thought you had to post accounts if you were still trading?
From:
https://www.gov.uk/prepare-file-annu...mpany/overview

File annual accounts with Companies House
9 months after your company’s financial year ends

File a Company Tax Return
12 months after your company’s financial year ends

Pay Corporation Tax
9 months and 1 day after your company’s financial year ends
That would suggest that he will be filing 2013's accounts in November and that the most recent accounts filed could very well be for year ending Feb 2012.

If he's as prompt and conscientious about his accounts as he is customer service, it won't be long before HMRC are sending rude letters and imposing fines.

Paul..

Last edited by PaulKerry; 8th Oct 2013 at 08:42.
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Old 10th Oct 2013, 23:03
  #210 (permalink)  
 
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I cannot believe you are all right!

Tried calling to get a resolution until my ear hurt. nothing, zilch, diddly squat. Don't waste your time and more importantly your money.

PS: had a look at that trustpilot site? I don't get it. There is loads of companies nothing to with us, am I missing something? I thought it would be something about trusting pilots.
At 63 I sometimes feel out touch with all of this tech stuff
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Old 12th Oct 2013, 07:46
  #211 (permalink)  
 
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Just one more moan about proviation!

These guys should change their name to provication!

I have finally received my order, it was ordered from provication but actually came with a receipt inside from Pooleys! They are just middle men that are having issues funding this business in my view. I left 14 calls and 8 emails and never received a single call back. The worst customer care I have ever seen.

Please can we make a pact and all boycott this terrible Organisation and help bolster the businesses that do care about pilots.
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Old 12th Oct 2013, 11:50
  #212 (permalink)  
 
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The bloke who runs this shambles must be a complete to**er to have gained such a poor reputation so quickly, hes trading in a minute market to a specialist audience, heres my story;

Ordered and paid for a 2013 Delage Guide and prop log book 23/6/13
Chased delivery and got an e-mail (standard proforma) apologising 9/7
Called and spoke to Nick who confirmed the Delage was back ordered and he would chase the publishers, he also apologised for taking payment immediately blamed it on Paypal who he said they had just started using 11/7
Prop logbook arrives 23/7
Nick apologises again by e-mail 23/7
After a visit to France where I'm told Delage "N'existe pas" I email Nick and ask for my money back 15/8
Complaint to Paypal who advise I'm out of time 20/8
Formal Demand for refund prior to legal action 31/8
County Court action issued 25/9
Full refund inc costs and interest rec'd 27/9

I note that as of today 12/10/13 they are still offering Delage 2013 for sale despite knowing that the thing is not available, dishonest or what!

My advice to anyone getting the run around from this clown, go to www.moneyclaim.gov.uk its dead easy to use, don't forget to claim interest at 8%
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Old 12th Oct 2013, 13:48
  #213 (permalink)  
 
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blamed it on Paypal who he said they had just started using
Untrue. He's been using PayPal for some time now and this is just his usual tactic - blame anyone and everything else but his own greed and lax attitude toward providing what he advertises.
The simplest rule in business is don't over-promise and under-deliver.
Provide what you advertise in a timely manner and don't ignore contact from customers who have paid and not received their goods.

Paul..
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Old 22nd Oct 2013, 15:49
  #214 (permalink)  
 
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Wish I had seen this thread prior to making my own order, despite them claiming a refund has been issued, am now in the process of compiling a letter before action to ensure I get my money back, trust when a company behaves so despicably, is not an option.

Website claimed the product was in stock. I've had one member of staff claim that my order had been sent, only then (by another member of staff), to be told it hadn't, 5 emails, 3 phonecalls (all went to voicemail), a joke i'm afraid.
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Old 22nd Oct 2013, 21:49
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Thumbs down I agree, we have to boycott this joke of a company

Reposted from Trustpilot.co.uk, which I am now obsessed with !
If you can find it on an other site buy it there!

If I had looked at this review site before placing my order I would never have ordered from Proviation.
My story is similar to many reviews on this site, ordered a jacket showing as in stock on 26/09/13 Delivery method chosen: Standard Express 2-3 days, needles to say nothing arrived.
E-mail communications started positively with apologies for the item being out of stock however the e-mails soon became farcical with this one sent on 10th October being an outright lie "Just a quick line to let you know its due to leave tomorrow, hope this is okay?"
This extract from an e-mail, left me more than a little confused,
"A lot of jackets coming in, and going out, has made it busy over there. I was told to be patient- so I will keep my eye on this for you" busy over where? i thought I was buying from a UK shop, the part about them being told to be patient is pure Basil Fawlty.
In conclusion unless you need someone to talk to via e-mail without ever receiving your goods, avoid buying from this shop.


**********
The answer is simple. They stock NOTHING. This is a simple middle man "one man" operation who has listed every possible product available and has no idea if he can supply it. Avoid them, boycott them, and don't risk your order.
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Old 22nd Oct 2013, 22:05
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I regularly look at TP, too... to see if Bloviation have come up with any new excuses. I see they've actually used the one suggested here, by you, I think, CaptainChaos.

This is one of my favourites.
After receiving a slamming one-star review from M Vouros, a confirmed purchaser on 25 January 2013 which reads:
EXCELLENT AT CHARGING!!!! But no goods and no refund!!!!

I ordered a Falcon altimeter on 10 May 2013. I was informed that the US production was slow. Two months later, I was advised by e-mail to consider an alternative product , which I did. So far, its almost acceptable.

On the 01 August and being unable to communicate with Proviation and of course with no ( alternative) goods received, I asked for a refund and guess what they said! .......NOTHING!!!!! Still can not speak to anyone!
All I want now is a refund and I can not even have that!
I am never ordering from Proviation again and my advice is, do the same!!!!!
They responded with:
Thank you so much for taking the time to review, we really do appreciate it and are very glad to have your positive feedback.
I have to laugh at that. I figure that their incompetence knows no bounds.

Paul..
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Old 23rd Oct 2013, 20:30
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Well, that's that, asked for confirmation of a refund, was promised yesterday evening that they would check, nothing, checked spam filter, nothing. Letter before action sent, 7 days, let's hope I don't have to spend and recover another 25 quid through mcol.

The annoying thing about all this is, they have a potential for a nice little business, it's surprising how patient people are, if they know what the hell was going on.
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Old 27th Oct 2013, 16:12
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Just a quick update: the Advertising Standards Authority have agreed that claiming a product is in stock, when that is not the case, is improper. They have instructed Proviation to 'remove claims that items are in stock when that is not the case'. Proviation have not done so.

How surprising.
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Old 27th Oct 2013, 18:06
  #219 (permalink)  
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I started this topic
I have watched with interest the response, most of it bad, thats no surprise
You can deal with this company once and probably never again
This is a perfect example of how not to run a business

Internet in this case is a great tool to advise folks to watch out
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Old 27th Oct 2013, 20:10
  #220 (permalink)  
 
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This seems to have gone beyond a simple inability to run a decent business into the realms of a scam. I'm no businessman, but basic morals suggest you don't repeatedly take money for goods you know you don't have, then ignore legitimate demands for refunds until legal action is taken. "Repeatedly" is the key word here. I don't believe there's a genuine desire to run a proper business anymore, based on the evidence posted here and elsewhere.
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