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Proviation customer care problems

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Proviation customer care problems

Old 1st Jun 2013, 12:12
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Proviation customer care problems

I do believe that this company has a good product range and potential service, but this service is useless if he keeps letting people down in the way that a lot of us here have been treated. Just take a moment and analyse what he is saying in the above post. Important to him maybe, but of very little interest to frustrated customers. Some people use other very descriptive words, but it is what I refer to as "talking and saying nothing".
OK, my problem is sorted out because I finally got my refund, but I can see that there are lots of people out there who's problems are unresolved.
I have suggested to Nick that the only way to succeed is to be totally honest with his customers up front and if he has to tell some people that the delivery of their ordered item is to be extended, he must tell them. If he loses a few orders this way, then let them go, reputation is far more valuable and in the long run will be repaid many times over.
He tells me that he has worked extremely hard to build up this business and I am sure he has. So why try to spoil it by "talking and saying nothing"?
Nick, get your act together and sort out your dissatisfied customers as a priority. Let's see the tone of these reviews do a complete about turn.
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Old 2nd Jun 2013, 17:06
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Precisely my thoughts FOZZFF. Whatever is causing the various problems is of no interest to customers at all. They have paid for goods and service. If you run a business it is entirely your responsibility to deliver what you have contractually agreed to deliver.And consistently not communicating with your customers is unforgivable. Longwinded explanations for continual appalling service mean nothing, and however hard you work (or claim to), will not keep your business afloat unless you stop telling everyone what's important - we know what's important already -and start actually doing something about it. Pretty simple really.

Last edited by Blues&twos; 2nd Jun 2013 at 18:38.
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Old 2nd Jun 2013, 20:01
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Have recently purchased many non aviation items from a UK company who never debit my account until despatch and advise on ordering if the goods are there to go and if not when they are due.
On one instance they advised me that delivery would be a week later and offered me the option of placing the order with a competitor. I could live with the extra week so waited and they of course waived the delivery charge.

All told this is how proviation should run their business.
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Old 4th Jun 2013, 06:23
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A bad situation nicely resolved ! Its a shame i had to jump up and down for it but I will give them their dues !

So long as it arrives tomorrow as promised i wont have an issue using them again but i may be paying for next day delivery in future !

Thanks for you help !
So did it arrive as promised Kindupnorth? Most of the posts on this thread indicate that promises (where you can actually get a response), are broken.

Just take a moment and analyse what he is saying in the above post. Important to him maybe, but of very little interest to frustrated customers. Some people use other very descriptive words, but it is what I refer to as "talking and saying nothing".
You're right FOZFF, all of Nick's responses have been long winded and flowery with little or no substance.
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Old 13th Jun 2013, 13:28
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I just thought I would add an update to my posts above regarding my order with Proviation just to give a fair account.

After posting on here, Nick from Proviation contacted me via email and asked me for 7 days to complete my order. The 7 days were up yesterday and as he promised, the remainder of my order did arrive.

It has taken a long time but when Nick got involved, he did honor his promises.
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Old 21st Jun 2013, 10:23
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Hi!
I bought a headset a month ago. The item was in stock but a few days later I got and email from proviation saying that the item was not in stock and they where waiting a delivery from the supplier.
After a week waiting I cancelled my order. After 2 emails and 2 calls I got the confirmation email that my order was cancelled the 7th of june, still no refund. Be careful with proviation!!
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Old 28th Jun 2013, 08:14
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Are Proviation Still Trading

I ordered a headset, headset bag and kneeboard from Proviation over a month ago.
I got a mail to say items were not in stock (despite the website showing as available in stock).
It was a 1.5 week wait for the headset but to date still no bag and kneeboard.
The delivery note with the headset said the other items were to follow in 2-3 days. That was weeks ago
So in chasing them up:
1 phone call which was answered and I was told Nick wasn't available and he would get back to me - he didn't.
1 email that Nick replied to offering me Pooleys replacements. I replied in the affirmative but then have received nothing or had a reply.
1 further phone call that was unanswered so I left a message and got no reply.
Today I have emailed again to have the mail returned as undeliverable. I then went online to check the address on the Proviation site...whereupon it doesn't load as its "under construction".
All of this: the delays, withering communication and eventual lack of contact is symptomatic of a struggling company going under..I hope not but being new to this forum and reading other posts I thinks its doubtful that my items will ever be received.
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Old 28th Jun 2013, 17:56
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I received the headset as promised on the saturday ! I am still yet to receive the spare ear pads and mic sock that were supposed to come with it tho. They said they are on order from the USA (3 weeks ago)

Ive just tried their website and it doesn't appear to be working .....
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Old 28th Jun 2013, 18:32
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Post Website downtime today

Hi everyone,

We'd like to point out that yes, our site is down. We're working with 1&1 at the moment to restore access. So far we don't know what the problem is and they're not being very helpful.

We're hopeful the shop will be back online this evening. But, if anyone needs to check anything at all with an outstanding order then please do PM me.

It seems emails are coming through in fits and bursts (again, a server error), so we will reply to these and will be doing so over the weekend so to avoid any back-log.

The free ear seals and mike socks are being offered with the Zulu. The mike socks are Zulu-specific and so will be sent with the ear seals when these come in. They've been sent 'USPS' from the States, so they are crawling along for which I apologise, but we'll have them in this coming week I'm sure.

For missing items from the other headset order- I have PM'd you. We may not have got your message to change some of the outstanding items.

UPS's website was down too yesterday- so we all have problems from time to time. This luckily came back online in time to be fully utilised.
The website being down is not a sign of anything sinister, so it's important to us to post here as things can quickly spiral out of control.

As ever, we're receptive to feedback and will not hide away from ensuring we provide a better and better service as time goes by. We're pilots too, so please do engage with us.
A focus in particular is that we're solidifying our supply chain and negotiating with suppliers overseas on shipping and minimum orders, so this way we can import faster when required. This has a bearing on, for example, the delivery schedule for items like the headset mentioned by Nacius which was an FAA-approved unit, not readily available here in Europe.

As of this week we also have a new addition to the team. This has really helped us be able to call people back quickly to answer any queries with orders. It also helps us be more proactive in communicating in the event of a problem.

If anyone has any suggestions for products they'd like to see us carry, we'd be keen to hear about them. In the meantime we'll continue to ensure excellent availability across the current range.

Best regards,

*Update: We have been backlogged due to the site downtime, but working hard to overcome this. The store has been back online for 24 hours.

Please note that in any event anyone is unhappy, you can email [email protected] and we'll look at it.
We all own the business, and so feedback is really important to each of us.

We've also invested in being accredited by Internet Retail organisations, including buyer protection for all customers up to 2000. So this should always provide reassurance.

Last edited by Proviation; 3rd Jul 2013 at 17:07. Reason: Update
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Old 28th Jun 2013, 18:42
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I'm curious how the reviews on this site are mostly extremely high.
Proviation reviews | Customer reviews of Proviation

Is it that we are in the minority and its only us complainers who have posted here? But for every one of us, there are 25 happy people. I find that hard to believe, but I wonder....
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Old 28th Jun 2013, 20:42
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Could you please look into stocking CEP? I don't think anyone in the UK stocks it at the moment, and since it is a US product I think it might be right up your alley to be their UK supplier.

Also Oregon Aero parts would be cool too!

Last edited by The500man; 28th Jun 2013 at 20:44.
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Old 30th Jun 2013, 08:21
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No delivery

At the request of Nick, this post has been deleted whilst he resolves this ongoing problem.

Matt

Last edited by maffie; 1st Jul 2013 at 21:06.
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Old 30th Jun 2013, 10:51
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Yet another unhappy customer

How I wish I'd read this forum prior to ordering my new case from Proviation.
Nearly a month now, with the website saying the case is in stock, and apologetic emails telling me they will send it via overnight delivery. But it still never arrives. So the case cannot be in stock then, can it?
Now the website is down.
Don't bother using this company. Apologetic email replies do NOT constitute customer service, and false/misleading statements next to goods advertised are surely contrary to UK consumer law.
Proaviation is NOT PROACTIVE, and once it has taken your money, appears to operate in a manner that suits itself, not the customer.
Looks like another chargeback in the wind. Thank goodness for credit cards!
And never again.

Happy flying all.

Update: Nick eventually got in touch and offered a different case, which I agreed to, then the original one ordered became available. It finally arrived by snail mail, even though it was promised by overnight on several occasions. In fairness to Nick, he did try his best to resolve this, but I have to say if items are not in stock then it should not state that they are on the website. Being "in stock" at a remote manufacturer or stockist is not the same as being in stock and ready for supply by the retailer, is it? It's a shame because I think the company is inherently honest, and for the most part trying it's best.

Last edited by johnpipping; 11th Aug 2013 at 13:24. Reason: Update:
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Old 1st Jul 2013, 14:11
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Thumbs down

Wish I'd read this thread before.. Ordered three "in stock" items last week (June 25th) totalling about 90.00 (CRP computer, a kneeboard and some VFR nav. log cards) and in the confirmation e-mail it claims they aim to dispatch in-stock items within 24 hours of order but still no dispatch e-mail after nearly a week.

So I checked the order status..

Delivery status: Your item (s) have been ordered from our supplier and are awaiting delivery. Please bear with us. Email [email protected] for more information.
Why did Proviation say all the items were "in stock" if they have had to order them from suppliers?

Had I known about this I would have ordered from elsewhere as I need the computer desperately for my Nav exam.

If/when my order arrives, it will be my last from Proviation, didn't even receive an e-mail from them informing me the items weren't actually in stock, not a happy customer.
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Old 2nd Jul 2013, 14:48
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UPDATE :)

UPDATE: After my initial cynicism and a phone call yesterday to Dannielle at Proviation, I was told the systems had crashed and so an update couldn't be given to the status of my order but they would call me back the next day (today).

First thing this morning I got an e-mail notifying of an update to my order status, stating the order had been shipped. Shortly after, I got a personal call from Nick at Proviation explaining the situation and delay in processing, he informed me the order had been shipped today and should be with me tomorrow, much to my relief!

In light of this I'm retracting my previous statement of
If/when my order arrives, it will be my last from Proviation
but it just would have been re-assuring to receive an e-mail in the first place explaining the problems with the system and subsequent shipping delays.

Providing everything arrives in good nick, I won't hesitate to use Proviation again, hope the problems with the system get sorted!
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Old 2nd Jul 2013, 15:52
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22 and so so much to learn.
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Old 2nd Jul 2013, 21:47
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22 and so so much to learn.
Nick is a very smooth talker (I have personal experience with this) we've seen other instances in this thread where, because Nick has promised it will all be OK, a complaint has been withdrawn BEFORE the situation has actually been resolved.

Hopefully James will not be disappointed, but as you indicate MJ, why on earth do people post a withdrawal BEFORE the situation is resolved?
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Old 4th Jul 2013, 18:01
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Update. 3+ weeks and still no spare ear pads or mic sock which were supposed to be shipped with the headset. Started a PayPal dispute requesting a refund of the value of a spare set of ear pads priced up from flightstore. PayPal looked into it and awarded me the refund.

Nick (pro aviation)......

If the ear pads do turn up In the interest of fairness I will return the money via PayPal but only when/if they drop on my doorstep. If not I will buy some elsewhere when mine need replacing.

I trust my actions and intentions were/are fair

Mike
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Old 5th Jul 2013, 07:24
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Stuff arrived at my door yesterday as promised and all accounted for.

Agreed I was a bit eager to back-track on my opinion of Proviation, probably just down to wishful thinking!

Hope everyone else gets their issues sorted.
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Old 5th Jul 2013, 09:59
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Glad to hear you got a good result James.
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