"Dissapointed in the after sales service"

I was initially impressed with the product when I purchased the Einstar scanner, which arrived promptly within two days. Unfortunately, my experience with after-sales support has been disappointing.

After receiving a dead-on-arrival (DOA) device, I contacted the company for a replacement. While they assured me the matter was being prioritized, the replacement took far longer than expected to ship—seven days compared to the original two. The delay appears to be due to the chosen shipping service, not Brexit, as claimed in their communication.

Additionally, my inquiry about potential import duties for the replacement has gone unanswered, leaving me in the dark about potential extra costs. This lack of transparency and responsiveness has further soured the experience.

While I appreciate the eventual resolution of the issue, the delays and lack of clear communication give the impression that customer concerns are a low priority. I expected better service, especially for a premium product.

I hope the company takes this feedback constructively and improves its after-sales processes.