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Proviation customer care problems

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Proviation customer care problems

Old 6th Feb 2014, 14:53
  #501 (permalink)  
 
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Too quick for me I'm afraid.........disappeared as I watched, perhaps he waits for the floodgates to open.
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Old 6th Feb 2014, 14:59
  #502 (permalink)  
 
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TP sends out emails to the holder of the pages when a review is posted (from what I understand) - which is how come he can respond immediately to negative reviews.

Paul..
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Old 6th Feb 2014, 19:41
  #503 (permalink)  
 
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Well, not ideal but a look at the Trustpilot reviews shows 15 out of the latest 16 reviews are being investigated, followed by a one star drubbing. that would make me suspicious as a potential customer. A Google search shows the Proviation reviews and, rather fortunately only shows an abbreviated review....it says "Customers say 'Lies....'

Brilliant!
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Old 7th Feb 2014, 06:48
  #504 (permalink)  
 
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B&T,

Part of that is due to me. I decide to do a counter-strike on the obviously fake 5-stars.

As Paul pointed out, they will probably get re-instated since the "reviewers" will have "real" invoice numbers, but in the meantime, it gives people an idea that something is wrong and just maybe, it might wake up somebody at TP.
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Old 7th Feb 2014, 07:00
  #505 (permalink)  
 
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Even if TP do cotton on to the idea that something is wrong, I'm reasonably sure that they aren't going to do anything about it - They informed me that if there was any indication of wrong-doing, they would take action. They informed me that bribing customers to remove reviews was a breach of their conditions. I gave them the proof that I was not the only one he'd attempted to bribe. They sent back an empty email with the subject line "Case closed". (Actually, after further thought, I think it was "Case Resolved" but it makes little difference to the outcome)

Nick pays for his TP account. Doesn't anyone see the conflict of interests?
One thing that this has taught me is that TrustPilot are not deserving of any trust at all.
A year ago, Nick sent me an email in which he called TP a "bunch of dishonest crooks". I guess he was right and that explains why he continues to use them, eh? If they were honest and ethical, like Trusted Shops and the BBGA, they'd have kicked Nick to the kerb by now.

It appears to me that TrustPilot is a site where any old two-bit con-man can easily use fake reviews and hide complaints to make their "business" seem legit.

Paul..

Last edited by PaulKerry; 9th Feb 2014 at 09:42.
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Old 7th Feb 2014, 11:27
  #506 (permalink)  
 
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Sucks to be you, Nick.
TP reinstated that latest negative review. It had been dishonestly flagged! (As if we thought any different)

From Vratislav Zacek
Hard to get money back.

I did order on 08/10/13 (order no. O-23730) paid by PayPal. On 06/12/13 I decided to cancel the order due to long time of the order without any grantee to have this good by Christmas. I get confirmation of cancelling this order. After many emails I still do not have my money back (5.2.2014).

Last edited by PaulKerry; 7th Feb 2014 at 12:18.
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Old 10th Feb 2014, 17:12
  #507 (permalink)  
 
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Still at it of course. Now publicly accusing customers of damaging goods. Posted by a displeased R. Hopgood 3 hours ago

'Writing this review with a hope that they will communicate as they never answer phones

FOUND USEFUL BY 1 PERSON
I ordered a very expensive Bolle helmet,which to cut long story short, finally arrived the wrong size and with a slight scratch on the lens. I was told to return it which I did, in the same packaging as it came in .I am still waiting for a refund, but yes you guessed it, they have disssappeared of the face of the earth. No answers from emails, no answer on telephone and noone online on the superb online chat service they boast about. Perhaps ill get a response now ?????


RESPONCE TO YOUR REPLY : I have been emailing you since Friday morning with no reply. As soon as I put a reveiw on here you respond within minutes. As you can imagine, I paid alot of money for this helmet and am very upset that Im being accused of causing damage to it. For a start you sent the wrong size, so I am well within my rights to return it. I reported to you that the helmet arrived with a scratch on the lens, why would I do that and then return it with more scratches? Interestingly enough, there is a reveiw on here where you are confirming that your courier mishandled the goods. I can 100% guarantee that the helmet was carefully packed in the same packagin it was sent to me and with just the one small scratch on the lens. I certainly did not try to remove the lens as suggested and damage it. It wasnt until you realised that you did not have the item I required that you accused me of causing damage to it. A week later I might add !!'

Last edited by Blues&twos; 10th Feb 2014 at 17:43.
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Old 10th Feb 2014, 20:11
  #508 (permalink)  
 
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Festerling's review, which had been flagged and removed for investigation has been re-instated:

'Keep you away from this company!

If you are a potential costumer, considering buying something at this company, I highly recommend you look for another company. My extremely bad experience is somehow very similar to most of the negative reviews one can find here.
On 16th of December, I ordered an ALS liner for an Alpha Industries M65 jacket which they were not able to deliver until I finally cancelled the order on 21st January this year.
(1) They could not announce any period within which they expected to deliver, even though their homepage announced initially a period of 7 days, which they could not comply with. (2) When I tried to cancel the order, they explicitly lied to me (Name), claiming they had the item ready to delivery, which then turned out they had not. (3) They charge your credit card immediately, even if they do not deliver the same day. It is internationally accepted standard that credit cards are not charged until that day when the ordered item actually is delivered.
I am still waiting for my money, and I have recently asked by bank for assistance. To summarize: Keep you away from this company if you can. This saves you a mass of trouble!'
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Old 10th Feb 2014, 22:27
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NO product no refund - no change here then??

This from a Uk helicopter forum this time


Order no. O-23714 GoPro HERO 3+ Plus Black Edition

On 9/10/2013 I ordered and paid ?365 for the above item. According to their website the item would be dispatched within approximately 7 days. On 15/10/2013 in response to my email, I was told that the product hadn't yet been received. On 29/10/2013, following numerous unanswered emails, I was told that they still didn't have stock. So I finally cancelled my order on 4/11/2013 and was advised by return email, that a refund had been processed.


I have sent many emails saying that the refund has not been received with the occasional response asking me to check my bank again in 24 to 48 hours. To date I have still not received a refund.
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Old 11th Feb 2014, 11:34
  #510 (permalink)  
 
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I recently attempted to view the Trustpilot website.......OH DEAR, DEARY ME! The expression "birds of a feather" came immediately to mind.
lots of negative reviews about trustpilot's (lack of) impartiality....each followed by a long and flowery piece of flannelling from a TP staffmember, attemptingto justify the methodology of their monitoring.

I didn't find the individual reviews for traders, but saw they each pay a minimum of £75 a month to TP to have their customers' reviews published......no conflict of interest there then!

Seems there are a lot of people who swallow it whole, but another faction who see how the postings are very obviously manipulated.

All in all, a waste of my time...Trust is the element that's sadly lacking!


About time the local Trading Standards applied due diligence to Nick's business.
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Old 11th Feb 2014, 13:19
  #511 (permalink)  
 
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Logbook still not here after 5 months

Ordered Logbook from proviation 5 months ago, didn't arrive.

Tried calling - no answer

Email - no answer

Live chat - not working


Eventually told not in stock, will send alternative.

No logbook

No Answer to emails
No answer to phone calls
No live chat

Still emailing, still calling, still no logbook.

Cannot believe they are allowed to continue trading.
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Old 11th Feb 2014, 15:00
  #512 (permalink)  
 
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Another One Star

Paul,
I see that you've seen this already.
  • Phil
  • 2 Reviews
  • 61 minutes ago
Dreadful lack of reponse after 4 months

My order for a glider wing dolly was in October 2013 for £279 and a delivery of about 5 days. This has still not arrived. Initially there were reasons and ways ahead given and I was tolerant and understanding. As time progressed responses became less and less and now emails and answer machine messages asking for contact or refund are generally ignored. Not being able to talk to anyone any more leaves few options for me. Probably my worst retail experience ever.
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Old 11th Feb 2014, 15:49
  #513 (permalink)  
 
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Yes. I've seen that one, I42.
Another review has resurfaced recently along with a fresh posting by "Bobby9768" which will probably be flagged in a very short period of time as it mentioned Nick by name as well as the PPRuNe forum.

Paul..
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Old 11th Feb 2014, 16:08
  #514 (permalink)  
 
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Flagged

Hi Paul,
I am Bobby9768 - real name Martin Jacobsen. Why would they flag my entry (or is Nick Ross doing the flagging?) just for mentioning PPRUNE or his name?
I feel an absolute idiot having ordered from that company - even more so as it is for my job. Just wish I had searched PPRUNE and not Trustless before ordering.
Are you aware of anyone else who have taken Nicky boy to the SCC. Just to get a heads up before starting the process as I am more used to the Criminal Court system.

Best regards,
Martin
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Old 11th Feb 2014, 16:31
  #515 (permalink)  
 
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Hi Martin

When you've studied what happens on Trustpilot/Proviation for long enough you will realise that someone (wonder who ?) is maliciously stamping on virtually every negative review of Proviation, with only a few eventually restored to the board when no reason for not doing so can be found. What happened to you is very common indeed.

Their MD is so desperate to maintain a credible front for his company that he's even gone to the extent of setting up his own one-company trade association to whom he can pretend to be affiliated (check out the link to the AEAS on his website).

And yes, I have been personally stung by his company. Wing stands for my glider. Three months delivery. Never again.

Cheers

Pegpilot
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Old 11th Feb 2014, 16:31
  #516 (permalink)  
 
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Hi Martin,

Welcome to PPRuNe. Sorry it is under such unhappy circumstances.
Luckily, before the "flag fairy" got to your post, I made a copy, which cannot be "got at" here.

Bobby9768
4 Reviews

7 minutes ago
A TOTAL CON

10th Dec 2013
I ordered 11 Avpad kneeboards for our unit to a total of £609.95. On the same day I received my order confirmation and was told that not all were in stock, but would I agree to the remainder being ordered in. I was told the second lot would be with Proviation in about 7 days and they would all be shipped together. On the same day Proviation debited the full amount…….
16th Dec 2013
I was asked if the order was very urgent as they were trying to get things needed for X-mas sent off first. I informed them that delivery of the order was not a X-mas present.
7th Jan 2014
Told they were still waiting for their US distributor, but would get back ASAP with delivery time. Informed them the items were now needed.
13th Jan 2014
As no update received I enquired by email, but got no reply. Consequently on
15th Jan 2014
I tried to do a live chat, but as I was left waiting up to 20 minutes between answers I gave up and sent them an email demanding info re delivery of the goods – now urgently needed. They replied in an email that it would be best if they shipped in two lots, which I agreed with.
29th Jan 2014
No Avpads, no info, no nothing….. Managed to get a live chat and informed them in forceful terms that the limit had been reached. Consequently on the same day Nick Ross the owner wrote a long email with a sob story about being a family company and being let down by their suppliers. I gave him two days to find an alternative supplier with the goods in stock (I could find several on the internet in 2 minutes). If not forthcoming I expected him to reimburse me my money.
31st Jan 2014
Now the excuse was high winds in the US delaying everything (what an imagination – he should write a soap opera) – I gave him three more days.
3rd Feb 2014
No info until I wrote to them and Nick informed that the goods were 3-4 days from being in stock with themselves.
7th Feb 2014
Late in the evening, still no info from Proviation so consequently I sent them an email. Their answer? Their office had been offline which had taken up a lot of their time!!!!! Told him I was not interested in his IT problems, only in getting my goods or my money.
10th Feb 2014
Chased them by email. No reply
Well so far no goods and no money, despite repeated demands. This company is an absolute fraud. Try and search for the company on PPRUNE (a forum for pilots – there is a 26 page entry for Proviation). I have on several occasions mentioned the Small Claims Court to them. Maybe Proviation believes that as an overseas customer I do not have access to a UK address (and therefore the SSC). Well they are wrong, and the SCC is my next step.
I will never, ever buy anything from them again. They are a total con and I can only advise other people to STAY CLEAR OF THIS COMPANY.
Good luck with the SCC.
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Old 11th Feb 2014, 16:32
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Hi, Martin. From what I understand there are people who have taken him through the SSC. However, with the documentation that I have on him right now, Nick could find himself facing charges for obtaining money by deception.
I had a very interesting conversation with the Bedfordshire police recently.
My recommendation right now, to people who find themselves out of pocket, is to report the incident to "Action Fraud" on 0300 123 2040 or http://actionfraud.police.uk

Now, do we have your permission to repost the review here to prevent it from disappearing into the usual void that consumes Nick's negative reviews?

(I see that I've been beaten to it but your express permission would go a long way right now - there have been some developments that I hope to share with everyone in a few days)

Paul..
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Old 11th Feb 2014, 16:38
  #518 (permalink)  
 
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And another one that re-surfaced after being flagged.

From Chris, Dundalk, IE
Quote:
Unsatisfactory Customer Service plus still NO Product

My father placed an Order on 02/12/13 for David Clark H 10-13.4 Headset & Case for a Christmas present for myself. He opted for standard delivery so gave the product a week to arrive. During this period his bank account was debited and payment given.

After two weeks there was no sign of product so we emailed Proviation for update. They informed us that it was a busy period for them so asked us if the product was for a Christmas present or less urgent. We replied stating it was a Christmas present and heard nothing further.

Then in January we sent further emails to find out the status of the product. Receiving an email that the product will be dispatched on the 09/01/14. Since then we have not received the order nor any further contact from the company. My father has sent emails and I have tried ringing the company leaving voice mails, but to no avail. Now we have to look into different avenues to try and get to the bottom of the problem.
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Old 11th Feb 2014, 16:53
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This one was posted on the 6th of Feb 2013 by some bloke called Paul Kerry.
It was, of course flagged within moments of refusing Nick's bribe to remove it and was eventually reinstated.

Utterly dreadful beyond belief
My experience mirrors the other bad experiences here. "In-stock items" not in stock, emails and phone calls ignored, promises to contact me not kept.

I've lost count of the number of emails and phone-calls I've made to this company chasing the remainder of an order I placed a month ago for items which were supposed to be in-stock according to their website.

It seems (from an email I received telling me that the items were not in stock some days after I placed the order) that they are drop-shipping rather than stocking the items themselves and once they had my money it took the threat of an order cancellation to get them to actually do anything. I chased and chased the order and only after telling them that if I had to chase it again, I would cancel, did they instruct the suppliers to ship part of my order (the rest to follow within a day or two.... still waiting... still chasing).

The latest email from the company asked me for my telephone number so that they could contact me. They have my telephone number and they most certainly have my email address. However, it was dutifully supplied once more and still no contact from them.

One of the items I ordered is not as listed on their site. The item described on their site is no longer produced and the spec of the later model does not meet the spec of the original (even though the picture they show is of the "Mk III" version of the product, the listing describes the original). They've been told... but... who cares? As long as they keep being given money by those of us who believe the hype and don't check for themselves, they don't need to change anything, right?

I ordered a kit from them which was supposed to be provided with a power-supply - It's listed on their site as part of the kit and is a necessary item in that kit. If I were buying those items separately, I would have had to have bought the PSU to make the entire setup work correctly and I already knew this before I placed the order. They decided not to ship it, telling me that it isn't needed.

Besides the PSU, I'm still waiting on the last component of that kit - an item priced at over £100 which they've since listed on their site as being on special offer and... you guessed it... AVAILABLE...!
So, where's the one for which I have paid if they are available? The wording on their site is misleading - "available from stock" - just not THEIR stock or their supplier's; their competitor's.

They've lost my custom. I won't be placing any further orders with this company because their promises and their website cannot be trusted.
Also, if you look at their website, you'll see that they are proudly showing a 5 green star "EXCELLENT" TrustPilot rating and displaying nothing but 5 star reviews from as recently as 5th of February - That doesn't seem honest to me. I don't see a 5 green star status here. It's currently sitting at 6.9 - "Acceptable" and they are fully aware of the situation given the number of times they come here to make pathetic excuses and make it appear as if their failings are someone else's fault. Their website should be reflecting reality, not wishful thinking, a snake-oil pitch and utter distortions of the truth.

Empty promises, worthless excuses and hollow apologies are useless to me.
I simply want the items for which I have paid approximately £800. That's not too much to ask from a reputable and respectable company, is it? So, when I come to buy my avionics suite - I'll go to one instead of buying from Proviation... or as I now call them, Bloviation.

No doubt, they'll post here in vehement defence of their reputation yet again, but if they got their act together in the first place, they wouldn't have to - Look at how many times they've received reviews just like this one. This is a pattern and it is symptomatic of a company that over-promises and under-delivers. This does not show a committment to customer care.

I wish that instead of trusting what they CLAIMED was on this site, I'd actually READ this site before giving them any money.
It's time for them to be investigated by Trading Standards, I think.

++++++++++
UPDATE

I received a phone-call from Proviation within about five minutes of posting this review and they shipped one of the missing components that day which leads to the question - "Why wasn't it shipped previously?"
The response to this review, provided by Proviation is untruthful.
No PSU was ever sent and no items were provided as a better alternative.
I've had nothing but poor excuses blaming everyone else for the failings of Proviation and I've been asked and even offered a bribe to remove this review. He seems to be more concerned about his reputation and his source of revenue than customer care.

See all those reviews which have been flagged as being in violation of TrustPilot terms and conditions? Those are the damaging one-star reviews that Proviation don't want YOU to read. By flagging those, he puts them out of circulation for long enough that they don't show until they've fallen off the bottom of the first page and some may never return if the person who posted it cannot provide TrustPilot with the documentation they request because he has deleted the email proving that he is a genuine Proviation victim... I mean, "customer". If you leave a really hard-hitting, one-star review, the chances are that Proviation will flag it if you cannot be bribed into removing it. or changing it.
You don't believe me? Try it for yourself. Post a scathing, one-star review that does not violate T&C and prove to yourself that Proviation is abusing TrustPilot.

Last edited by PaulKerry; 11th Feb 2014 at 17:41.
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Old 11th Feb 2014, 17:17
  #520 (permalink)  
 
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Flagged

Hi Paul,

Please feel free to post my little write-up here. I did actually amend it on Trustpilot after it had been removed; deleting Nick's name (and just calling him the owner) and deleting the (direct) reference to pprune (instead explaining how to search online ) after I (belatedly) read the rules for posting. That didn't re-instate it though.

Believe it or not I have had three messages from Nick since posting on Trustpilot. Within ten minutes of each other I received a confirmation that my order had been cancelled, some info to suggest that the money is being reimbursed via Sage and a short spiel from 'righteous Nick' to say that he had done so much bla bla bla. I have told him that until I see the money in my account I am proceeding with the SCC. And so I shall.

Best regards,
Martin
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