Cambridge Sciences / AndroidTablets UK problem on Amazon

[Conniff]

Seems they are late filing their accounts:

 

Name & Registered Office:

CAMBRIDGE SCIENCES LIMITED

ABBEY HOUSE

WELLINGTON WAY

WEYBRIDGE

SURREY

UNITED KINGDOM

KT13 0TT

Company No. 07577644

 

 

Status: Active

Date of Incorporation: 24/03/2011

 

Country of Origin: United Kingdom

Company Type: Private Limited Company

Nature of Business (SIC):

26400 - Manufacture of consumer electronics

Accounting Reference Date: 30/06

Last Accounts Made Up To: (NO ACCOUNTS FILED)

Next Accounts Due: 24/12/2012 OVERDUE

Last Return Made Up To: 24/03/2012

Next Return Due: 21/04/2013

[JammyGeezer]

Hi Guys

Due to the shocking handling, lack of assistance from Amazon and massive delay and concern I will continue to monitor these posts and without wanting to swamp anyone may showcase some of the frustrating chats I've had with Amazon reps in trying to get their organisation to show a degree of ownership and care to their customers rather than folding their arms and repeating "It's not our fault."

 

However, I am pleased to report that out of the blue my missus called me from home yesterday, in a gale of glee, to advise that our boys tablet had been returned, in it's original box.

 

Was anything done? I can't be sure if it is the exact same tablet, however it had been upgraded with a snazzy blue android with a whirly thing on boot and it's a bit more whizzy.

 

Will check the website posted by 42 and see if I can get a "Delay - why? Lack of communication - why?" and also report the concerns ourselves have raised.

 

No smugness on my part, hopefully they have had a shake up and are starting to get back on their feet again. I had given up all hope on our boys tablet but I guess I'm saying don't give up hope, maybe they are bigging up their support and TLC.

 

Speaking to her majesty yesterday we shared the view that it is unlikely all my Amazon bleating and emails hither and tither to organisations and possible owners did a damn thing but for whatever to happen to get his tablet back, I'm glad it came back. With an upgrdaded OS to boot - pun intended.

[JammyGeezer]

Have emailed the address on the Cambridge Sciences site, details of which were kindly posted by 42man, if I get reply from them will share findings.

 

Also, found a reply from Amazon exec team pre christmas (missed in the christmas rush)

 

This is what we sent as email on 19 Dec:

 

So far you have been very good at not helping me contact the seller other than sending an email to the seller at our request.

Decided to try again today and it appears that Quality Stores no longer has any items for sale via Amazon.

Could you kindly confirm that for me?

If that is the case have they closed their account with you or have you yourselves chosen to suspend it?

Could you kindly confirm that for me?

Are they now trading on your site under a different name because if they are I will need to be contacting them via their new details and possibly not via an account they used to trade under

Could you kindly confirm if they are known to you and are trading under a different name?

This information will help us in trying to contact the seller and get our 10 year old son's tablet sent back to us as it was, repaired or replaced as currently we have nothing to show for around £200 spent on the tablet, a charger, the return post and the pre paid return envelope.

 

Can you please answer all the questions as precisely as possible as we may need to take this to a small claims court, can you also kindly afford any other rational information that will help us make educated decisions around how we should be attempting to contact the seller, rather than yourselves and ourselves be chasing them via a dead account.

Edited January 17, 2013 by JammyGeezer
Wrote QS site instead of Cambridge Sciences site

[JammyGeezer]

Here is their reply:

I represent Executive Customer Relations within Amazon.co.uk. One of our mandates is to address the most acute account and order problems, and in this capacity your account and orders have been brought to my attention.

 

I am sorry to hear that your Marketplace order was not a success. I understand that you returned the 8GB Cambridge Sciences G7-II 7inch Android 2.3 Tablet to Quality Stores, but that you have not yet received a repair or replacement.

 

Though we are unable to share account details for Quality Stores, you correctly noted that this seller's feedback profile indicates they have no open sales listings. For account privacy reasons, I cannot divulge any additional information pertaining to the seller's account status.

 

I regret that we cannot be of more assistance on this occasion. Unfortunately, outside the A to Z Safe Buying Guarantee, Amazon cannot directly mediate or intervene in Marketplace transactions. Rest assured, however, that we expect Marketplace sellers to provide excellent customer service and, where sellers consistently fail to do so, swift and appropriate action is taken. We want all of your Amazon shopping experiences to be second-to-none, and the Marketplace platform is continuously monitored to keep order issues to a minimum. For more information on Amazon's role, follow the link below to review the Participation Agreement.

 

(It wont let me post the link)

 

We are sorry that you feel the need to bring this issue to the small claims court. As previously advised, we are unable to provide any additional contact information for Quality Stores. Even though your purchase was made from a Seller, we can see that it may influence your decision to visit our website again, but I hope you will allow us another opportunity to prove our level of service to you.

 

To restrict your searches to products sold and dispatched by Amazon.co.uk, you must first search for the desired item and select a department. Once a department is selected, a seller filter will appear in the left hand column. You may select Amazon.co.uk, or any Marketplace seller, to view filtered listings.

 

I hope the issue is resolved soon.

 

Regards,

 

Executive Customer Relations

Amazon.co.uk

[JammyGeezer]

Here is reply from Cambridge sciences via info AT cambridge-sciences DOT co DOT uk:

 

...your email has come through to us. We are the manufacturers Cambridge Sciences. We don’t sell on Amazon and we are not Quality Stores.

 

Yours sincerely,

Cambridge Sciences

[Pete-E]

That's a bit of good news JammyGeezer. I've also been sent a replacement, which looks to be second hand. I'm pretty damn annoyed. My original tablet was immaculate. The screen protector looks as if it has been pulled off and put back on, and there is a mark on the back of the tablet where a sticker used to be placed, plus some other small marks all over it. It powers up, but I haven't used it at all or tested it properly as I have to charge it through the car adapter as the mains adapter is broken. It looks as if it has been updated with the newer OS just like yours.

 

Currently deciding what to do next. Did your replacement appear to be new?

[MrDiesel]

Hi all,

 

I purchased a StarPad 9.7 from Android Tablets UK in December. It developed a charging fault after one day. I returned it and was refunded the cost of initial purchase after them trying to say they hadn't recieved it! It was Mr Hollins who had signed for it. I told them who had signed for it and exactly what time! They soon refunded me. I think if I hadn't had the tracking info I would not have recieved any feedback or refund from them at all.

 

The packaging for the tablet had a small sticker on it saying 'New Screen' so I was very suspicious that this was an absolutely brand new device right from the start.

 

I posted the receipt for the return postage to them as requested and since then I have had no response whatsoever. I have been advised that they have entered a binding contract as they emailed me to say they would refund the return postage of £13.80.

 

I have sent them two further emails through the Amazon account tools but they still refuse to reply. Initially Amazon said they would sort this out and then left me high and dry. I made a product review only for Amazon not to publish it! I will keep writing the review until they publish it.

 

!!!Do not buy from Android Tablets UK or Cambridge Sciences if you like safe transactions!!!!!!

 

Also be VERY careful about buying anything through Amazon.

 

MrDiesel.

Edited February 6, 2013 by MrDiesel

[ashmk]

I brought my 3 year old an Andriod tablet from Toys R us, it was called a Childpad.... I must say it was total junk as most cheap tablets are. in the end I just brought him an ipad from Apple. You can't beat their customer service and support and he loves it.

[Conniff]

Surely 'Toys R Us' was a big clue to the quality

 

PS Don't buy him a Vauxhall for his 5th birthday, go straight for a Mercedes

[MrDiesel]

After writing another review I have today received this email.....

 

Thanks for purchasing your Cambridge Sciences tablet on Amazon. I'm very sorry to hear there was a problem with your order. If I may humbly ask, is there anything we can do to make the transaction experience better for you? I would appreciate it greatly and we're very sorry it happened. I do hope you accept my sincere apology and will agree to remove the negative feedback. If you accept my apology and would like to remove or amend it, please click on the link below to remove the feedback.

 

Warmest regards, Tim Mason Android Tablets UK......

 

This doesn't seem to take into account anything I had said to them at all, they just want the negative feedback taking off.

 

My reply is.....

 

I will remove the feedback when my account is credited with £13.80 to refund my return postage costs.

 

The receipt was posted to your 'Accounts' department as you requested.

 

As a seller you are responsible for return costs under the Distance Selling Regulations. Also you emailed me saying you would refund my costs. I consider this a contract which as of now you have not fulfilled........

 

 

I wonder if they will do as I have asked!

 

MrDiesel.

[MrDiesel]

RESULT!

 

Today I received a refund of my return postage costs! I have agreed to remove my negative feedback but my comments on other peoples bad feedback are still there!

 

I also still advise any one who wants a great product and a safe transaction to avoid Android Tablets UK and Cambridge Sciences!

 

I think Amazon may have had some influence in this matter as the email confirming the refund came from them rather than Android Tablets UK.

 

Anyhow I feel lucky to have achieved equilibrium and I doubt this would have happened if I hadn't been aware of their liability under the Distance selling Regulations and the fact they had created a contract by saying they would refund the postage.

 

MrDiesel.

[JammyGeezer]

That's a bit of good news JammyGeezer. I've also been sent a replacement, which looks to be second hand. I'm pretty damn annoyed. My original tablet was immaculate. The screen protector looks as if it has been pulled off and put back on, and there is a mark on the back of the tablet where a sticker used to be placed, plus some other small marks all over it. It powers up, but I haven't used it at all or tested it properly as I have to charge it through the car adapter as the mains adapter is broken. It looks as if it has been updated with the newer OS just like yours.

 

Currently deciding what to do next. Did your replacement appear to be new?

 

Ahh, thats the thing, we couldnt quite tell. The lads tablet was in good nick but not A1. I don't think it was new what come back i think its the same. The OS has gone up a notch though. Am in IT so feel a bit of a mug for not really knowing but might have been. Summary - it could be new. Its more likely the same one repaired. It was for deffo a power port hardware fault and not one of these shenanigans caused by software updates or a new OS (that was fixed with their OS update). If its a repair they did a really good job, no marks to indicate it, hence, could be new. Got it back, thats the best bit.

[Bigfilmguy]

Hi all,

 

I purchased a Cambridge Sciences StarPAD 9 from Android Tablets UK back in November 2012. I used it with no problems until early January when I plugged in my external hard drive, (which I had been doing since purchase), and the unit went "pop" and died completely. I contacted Android Tablets UK, who referred me to Cambridge Sciences. I rang them and was told that the fault was mine for connecting an external hard drive, and that it wasn't covered by their warranty.

 

(What warranty? I've never seen a Warranty document, or found one on their website).

 

I contested this with Android Tablets UK, who agreed by email to get the tablet repaired or replaced. As per their directions, I sent the tablet back to Cambridge Sciences (at a cost of £13.80 to myself), but did not hear anything. I contacted Android Tablets again, who again referred me to Cambridge Sciences, but this time they would not answer the telephone.

 

At this point I lost patience and filed a claim with Amazon, who eventually turned around and denied my claim. However, on the day my claim was denied, Android Tablets UK informed me that my tablet was on it's way back to me. I received the tablet back today, and to my disgust, it hasn't been repaired. I've contacted Android Tablets again, and now their stance is that it now not a warranty repair. I have appealed the Aamazon claim, with following message.

 

I have received my tablet back, but it has not been fixed. I have contacted Android Tablets UK, who are now saying that the problem is because of user error, as I plugged in an external hard drive , (which is something I had been doing regularly since purchase), and that it is not covered by warranty.

 

However, in their email to me dated 18 Jan, Android Tablets UK agreed to fix the tablet under warranty. I quote from this email below.

-------

 

Thank you for your email. I'm sorry to hear there was a problem with your tablet pc. I have arranged for the Help Desk at Cambridge Sciences to take a look at it for you and repair it for you. They do hold some stock and if it’s not fixable, they will replace it for you.

 

1. Please enclose a copy of your fault report (I’ve attached a blank one to this email).

 

2. Please allow 3 working days for the replacement. We will also refund the cost of return postage back to your card (Please note we will only refund the postage up to the original delivery postage).

 

3. Please send it in to Help Desk at the address below.

 

Help Desk

Cambridge Sciences

Abbey House

Wellington Way

Weybridge KT13 0TT

 

---------------------

 

I did this, yet still received the original faulty tablet back. At this point I had explained the situation in full to Android Tablets UK and yet they still agreed to repair or replace the item. This has, in effect, created a contract for repair, which they have now broken. In support of this, I quote the following legal precedent.

 

-------

University of Plymouth v European Language Centre Ltd [2009] EWCA Civ 784

 

The High Court’s decision in this case provides a reminder that the four essential elements of a contract; offer, acceptance, consideration and intention to create legal relations; must be present before a legally binding contract is made. From a practical perspective, it shows the need for clear communication between the parties - for example, that an offer is being made, and that this offer is being accepted. It also highlights the importance of having negotiations concluded by written contracts, which will reduce any uncertainty or ambiguity in respect of both parties’ obligations. ****Conversely, if a party does not want to be bound by informal email and telephone exchanges, then it should be made clear that such exchanges are not intended to create legal relations.****

 

---------------------------

Android Tablets UK agreed to replace or repair the tablet, in writing, yet have not done so. At no point did they indicate that their emails were legally non-binding, so I feel I would be totally justified in filing a claim with the Small Claims Court Service in respect of this, but wish to resolve this with yourselves as Android Tablets UK are not being at all helpful.

 

Therefore I request that you reverse your decision to deny my A-Z Guarantee Claim. If this issue is not covered under your explicit terms, surely simple good customer service should allow a refund, especially with the legal ramifications.

 

Thank you in advance for your help in this matter.

 

I'm going to have a chat with my local CAB office tomorrow as well, so I'll let you guys know how things develop.

[Bigfilmguy]

Hi all,

 

Well, I've had a surprisingly quick response to my appeal against their decision. In their own words....

 

Greetings from Amazon.co.uk.

 

We can certainly understand your concerns about this claim being closed. However, as stated in our previous message, you are not eligible for an A-to-z Guarantee claim as you did not contact the seller within 14 days of receipt to report the issue. Please understand we are unable to compel the seller to accept this return. We also cannot ask the seller to reimburse you.

 

We understand that you may not agree with this decision, but this claim will remain closed.

 

Thank you for your interest in Amazon.co.uk.

 

---

Banta

Account Specialist

A-to-z Guarantee Program

 

I'm talking to CAB tomorrow, and I'm going to have a word with my bank, see if I can take the Chargeback route instead. I'll update as I know more.

[Dave Miller]

Mine is on the blink; the battery, I think, which drains quickly and charges up only intermittently. So I might be joining the queue of complainants. for those who have tied and failed to get refunds/returns, I reckon your best bet is to complain to the Trading Standards department of the seller's local authority. Trading standards Officers have wide powers to sort out problems like this.