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I've had no problems with them answering the phone, but...
Well, I'm afraid this isn't a very positive first post from me, but I'm waiting for a refund from BTOW of more than $3000 for an order placed in March.
I checked by phone the product was available and expected delivery time (supposed to take a few days). Placed the order online the next day. Got an email a couple of days later saying it was on back order and would be delivered in July. BTOW at this point offered a refund, but I wanted it and it was no big deal to me to let the order stand.
About a month later my job was made redundant (there's a lot of that in Qld at the moment; I've picked up some contract work here and there) and I sought to cancel the order given my nasty change in financial circumstances. They said they'd get back to me, but didn't. I enquired again by email, then by phone, then by email, then by phone again at which time they actually agreed on the phone. I was feeling very positive toward them and thought this would be the place I'd make all future purchases once back on my feet. I would have understood if they'd said no - they are there to make sales.
More emails and phone calls later... (other than the first email to say it was back-ordered, they never contact me - I always have to initiate) and I find myself now almost in September, well past the delivery date for the telescope and well past when they said they'd refund the money. I've given them a deadline of the end of this week or this goes to Consumer Protection WA.
It's more than $3000, I don't have a job. They said they'd refund it. If they didn't want to, they could have refused and then delivered the telescope.
Will never deal with them again of course.
Anyway, I hope my future participation in the forum is a bit more positive.
Jason
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