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Archive for June, 2009

Citibox customer receives avalanche of mail in Spain

Monday, June 29th, 2009

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A new Citibox customer recently received over 30 letters in their first UK Address in Spain delivery.  Two entire Royal Mail bags were delivered to our Nueva Andalucia office from 20 Bond Street, our UK warehouse.  The customers came to Citibox because the Spanish Correos had let them down.

Seamless delivery from the UK to your Spanish Citibox

Seamless delivery from the UK to your Spanish Citibox

He is an electrician and maintenence man, and his partner is a teacher down here on the sunny Costa del Sol.  The Correos delivered the mail to their urbanisation and the security guard sorted through the post, putting half of it down so he could deliver the other half to the appartment’s boxes.  When the guard returned to pick up the second half, somebody had rifled through the envelopes and our customer’s most important package was missing.  The contents were electronic items that he was fitting for a client and were worth £200.  Worse than that, the profit from the job would have been £500 but he lost both electronics and profit leaving him £700 down on a single mis-placed (read stolen) parcel.

Luckily, it was our customer’s birthday the day after their first mail shipment arrived.  All his family now had a UK address to which they sent his presents (they never bothered sending them to Spain) plus his mother and sister sent valuable personal documents, medical records, X-Rays and other items they had been storing in the UK for years because they didn’t trust thPuerto Banus, Costa del Sol, Citibox Open Daye postal system.

This couple heard about the Citibox UK Address in Spain at our Puerto Banus open day.

As long as the Post Office and the Correos fail to deliver, the option of Citibox is the route all sensible people are taking.

Puerto Banus, Costa del Sol, Citibox Open Day

Three reasons NOT to buy books from Waterstones

Friday, June 19th, 2009
Dont expect to get this £5 discount from Waterstones

Dont expect to get this £5 discount from Waterstones

Before I discovered Citibox, I had to make do with the old-fashioned apartado de correos or Post Office box in Spain.  Obviously, I now get all my mail delivered to Citibox’s new office in Albuñol, Granada, and so whether it gets sent to 20 Bond Street B70 7DQ, the Citibox UK Address or direct to Albuñol It all arrives with me.

One of the things I miss most is books.  I buy books and I also buy DVDs.  Television in Spain is rubbish (my opinion only) and if you receive Sky in English you will probably agree that most of this is rubbish too.  So I like to watch DVDs which can be picked up very cheaply in the large Spanish supermarkets or ordered on-line from UK companies.  More of this later as I am trialing LOVEFiLM and we may offer a free return service to the UK.

Books used to arrive from amazon.co.uk into my PO Box.  Then Amazon started using Parcelforce and my books got returned direct from Madrid as “undeliverable” because Parcelforce is a courier and cannot deliver to the Post Office box.  I swapped to Waterstones which offers a choice of delivery by courier or by Royal Mail, which is accepted by Spanish Correos offices.  Waterstones are mostly more expensive but at least my books arrived through the mail and they gave me points for purchasing.

Yesterday, 18 June, I got an email from Waterstones giving me a £5 voucher for any purchase over £25.  As I had more than £6 in points as well, I decided to buy something but, obviously, I had it sent free direct to 20 Bond St. B70 7DQ rather than pay their extortionate fees for sending abroad.  Regular readers will know that post to this address will turn up in my Spanish Citibox gratis.  You understand the logic, I now get £11 off the £25 of the books, already discounted from the retail price so it is looking good.

Beware.  The £5 offer is a con, it doesn’t work.  I have asked Waterstones to close my account and I will never deal with them again.  The web site is a nightmare, they charge more than Amazon, they have refused the discount and there is no need to use them any more as your books can be sent direct to your UK Address in Spain.  We expats live and learn but I publish my experiences so that you don’t have to go through the same.  I put all the details of the correspondence below and leave you to judge.

See the “Activated” message next to the promotional code in the screen shot below?  Then check out the lack of discount on the total, the £5 discount is a lie.  Now look at Waterstones’ pathetic response to my long email of complaint which appears below the screenshot.  Buying over the internet can be a fun and rewarding experience, buying from Waterstones is a nightmare!  You have been warned!

Oh, the three reasons NOT to buy from Waterstones, I nearly forgot.  (1) More expensive than Amazon (2) Pathetic choice and really bad search system (3) Can’t trust them to do as they claim.  Do you need any more?

 

Proof that Waterstones discount doesn't work

Proof that Waterstones discount doesn't work

Dear Charles,

Thank you for your recent email.

After looking into this further for you it appears that the update button was not pressed when adding the promotional code.

When adding a code you must click on the arrow on the side of it to update the total of the order. This will be reflected in the shopping basket.

Therefore as the code was not submitted correctly we will unfortunately not be able to refund you the difference. We have tested this code online and it works with the additions discount being deducted from the total amount.

Please accept our apologies for any disappointment and inconvenience caused.

If you require any further assistance, please respond to this email or call us on 0800 328 5723

Kind regards,

Kaomi Tohma

Customer Services

 

www.Waterstones.com

The matter has now been sorted after five emails on my behalf and a long telephone call. A nice gentleman called Adam admitted that their call centre / email centre had given me the wrong information and has, apparantly, refunded me a little over the £5 token that I should have got as a right. I promised to publish his response so here it is:-

Dear Charles,

As per our recent telephone conversation, I can confirm that you have been refunded for one of the items in your order (ISBN 9781844084807) as a gesture of good will. This brings the total cost of your order down to just below what it would have been had the voucher code been working correctly.

As a further gesture of good will, here is a new code for the same offer (£5 off when you spend £25 or more) which lasts until the end of July. The same terms and conditions apply:

DH3527

Once against please accept my sincere apologies for the problems you have experienced. If I can be of any further assistance, please do not hesitate to contact me.

How to mend the Car

Wednesday, June 10th, 2009
I live in Granada province 10km up a rambla, a dry riverbed. From time to time during the winter, it becomes a real riverbed. Although my 82 year old neighbour normally comes up to his cortijo once or twice a week in his ancient ex-Telefonica Renault 4, during the rainy season a 4X4 is really necessary.

Our poor old Tata Safari which was “as new” three years ago with only 35,000 on the clock now has 90,000 and has had a tough life. Any journey starts and ends with a 10km bump down the hill (or up on the way back) and takes between 20 minutes in the summer and an hour in the winter when we are crawling over boulders washed down from the mountains in 4WD and low ratio.

It has had a few parts replaced in its long life but there gets to be a time when suddenly the bills start mounting and with every greater “investment” in your car you become more reluctant to ditch it completely. I had just had the fan mounting assembly replaced and, while the engine cover was off, replaced the timing belt as well.

Essentially, this is a Peugeot diesel engine and should be good for 250,000 miles, even hauling two tonnes of Tata around, so a few running repairs, even if a little hard on the wallet, should be good value.

Type of pieces necessary to repair my gearbox

Type of pieces necessary to repair my gearbox

But not this time. Having spent €600 on the timing belt and fan belt, they hit me with the big one. The gearbox needs substantial work. Yes, it doesn’t go into fourth but first, second, third and fifth are OK. How bad can it be?

Well, when we first moved to Spain, a friendly mechanic helped me with another gearbox, this time a Subaru automatic box.  I explained that the car was only worth €1,500 so I didn’t want to pay more than €1,000 whatever happened.  When he rang me, a year later, full of joy, to say that he had fixed the problem, I was also really happy.  Until he said that the bill was €3,000.  I had signed the form, I had no come-back.  His verbal assurance was worth nothing.

 I had to pay the bill, double what the car was worth, or leave Spain for good.

So, this time, I’m hardly likely to make the same mistake.  No forms signed, strict limit on what the taller could charge. I get the telephone call “You’d better come and have a look”.  The gearbox is in bits and the pieces that “no sirven” are laid out.  How much for these parts?  How long is a piece of string? 

The basic parts cost some €600 plus IVA and then they had to be fitted.  Maybe €1,500?  Quickly, the awful spectre of paying more for a gearbox than the car was worth flashed in front of me again.  STOP, I shouted, ¡Para!  Give me an hour to think and I´ll come back to you.

The first port of call, as always, was the internet. Here in Spain (or at least Andalucía) cars and parts are worth money but labour is inexpensive.  In the UK, the reverse is true.  No one is going to be scrapping their Tata in Spain as it plainly has 10 years life left in it so there are no second hand parts.  In the UK, as soon as it needs a new set of tyres (or an MOT) it´s off to the breakers´yard.

So, what to do?  Well, you fill out forms on all the UK parts brokers web sites and wait for someone to get intouch.  Of all the ones I filled in, and I filled in at least five different forms, only http://www.1stchoice.co.uk/ replied with good news.  There were two offers of complete gearboxes:  One misguided firm quoted £950 + VAT + shipping.  Thanks for wasting everyone’s time.

But Dave at B & T Salvage came through with a serious quote of £250 and, because I was exporting, knocked off the VAT, and, because this is our business, allowed me to get TNT to collect the next day.  He sold me a new rear light for £20 which was also needed and not available in Spain (because the reversing lamp is on the other side).  http://www.bandtmotorsalvage.com/cms/content/view/12/39/.  These guys know about customer service and they understand how to fix your problem.

115kg of metal brought down to Spain by Citibox

115kg of metal brought down to Spain by Citibox

TNT arrived direct at the taller garage in Spain where poor Tata was languishing with no gearbox.  The door-to-door service took only five days.  My gearbox was fitted on the day of arrival (no mucking around trying to force gear wheels onto a drive shaft, simply bolt the whole thing in place).  I have taken away a large gearbox part which will replace the 4WD mechanism should it ever be necessary and was included with B & T’s gearbox replacement for free. I have saved £45 over the cost of a new back light from Tata UK.

So, what have I learned from this? Well, I have saved €300 on spare parts and €250 on fitting them.  That’s enough to make it reasonable to repair my car rather than to condemn it.  The whole gearbox change, including IVA and shipping and purchase and fitting came to less than €600.  It would have been well over €1,200 if done the Spanish way.  It’s so easy to shop for parts over the internet but you need them to be delivered.  Yes, it’s my business so I got them delivered for me but it’s also my business to get them delivered for you, too.

Just another example of how living in Spain is made incomparably easier by being able to import everything from magazines (Woman and home for the wife) to potatoes (Ratte, wonderful taste), from the cheapest and best source, be it China or the UK.  In today’s “crisis” every penny or centimo counts, it makes sense to use the internet to locate whatever you want at the best price and then get it delivered at the best value. That’s where we can help, delivery at better value than anyone else.

 Best wishes to you all.  Edmund.

 

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