extremely poor customer service, unbelievably poor product
Received a Lava Malie DAB radio as a gift, stopped working soon after. I sent it to Lava for repair, couldn't be repaired so instead a new one sent. That also stopped working. I phoned twice, both times over 20 minutes on hold, only once did someone pick up - the other time the line went dead. I sent an email to Lava on its own website form - no response; I had to send via my own hotmail account. Eventually they responded, offered to send another new replacement radio. That stopped working almost as soon as it arrived. In each case radio was fully charged btw. 3 different radios, completely useless. I emailed three times to get a response about a refund after third fail – no response, despite their own refund guarantee. Had to threaten to go to a small claims court before they responded. Again contrary to legal advice I'd received and contrary to the fact they'd already sent me 2 replacement radios, they then refused to issue a refund without a receipt, which then meant I had to embarrass the gift-giver into finding that receipt – disgraceful. It was referred to head office. I then had to contact more than once for them to actually issue the refund; no apology note or confirmation that they'd paid. So, in a nutshell: extremely poor customer service, unbelievably poor product.