DVS Ltd - Cardiff

Chris &. A. P.

It pains me to leave a poor review for DVS. But sadly they have cause our company to move away.

After a few emails back and forth and an agreement to order 10 items with a 2 day lead time. 10 days later I asked where these items were. Oh they weren't ordered so now a 12 week wait.

How am I ment to go back to a client and tell them 2 days has turned into 12 weeks...

Then to top it off the person I'd been emailing with suddenly starts pointing fingers at anyone but themselves. Email from him very clearly said 10 were been ordered for us.

Shame really. But ruined the prospect of using DVS again.

Chesney G.

If I could give 0 stars, I would. I had been using DVS for years and never really had a problem until recently. I followed their procedures to return a faulty unit which there technical support advised. I receive an insulting email to say they're not crediting the unit after much testing (this was less than 24 hours) after another one of their colleagues said they would give it a few days. The lack of knowledge the returns department have is quite embarrassing (emails show this) and there customer service is just simply non existent. They may as well have emailed me from the very start to say they're not crediting the unit as it's too old and coming out of warranty... Why would I send a unit back if I was going to receive this much grief following your procedures? Shame on you DVS.

N M.

It pains me to leave a negative review for anyone, but I’m this instance am more than justified. Every experience i’ve had is nothing short of horrific, firstly delivery times always seem to change once an order is received leaving customers angry as we have agreed dates. Secondly their customer service is horrific, all i ever get when trying to speak to my account manager is he’s not available right now, they dont return calls or emails. I have used them several times now and I dont feel their YouTube channel reflects who they actually are, they need to completely revamp everything and be more open and honest with their customers about delivery times.

Nerys G.

We have read a couple of recent reviews here that complain of issues with orders being wrong etc. If you go to the reviews of any large distributor you will see a few complaints regarding orders. It is a tiny proportion of orders that will undoubtedly be incorrect. This will happen any time a human being is involved, this is distribution.

Since we like dealing with real people we like dealing with DVS. The service we receive as with several other people we know in the industry, is second to none.

If you need help they will be there and to touch on orders again. We’ve actually never had an issue with any delivery at all. Even through Covid. Sadly there are people with an axe to grind so I would take any negatives with a pinch of salt.

Bethany

Receive terrible customer service with DVS. We used them regularly for large projects and still they fail to treat us well.
After an installation was booked in for the customer we were panicked as the kit had not completely arrived the day before. After my colleague had spoken to THREE members of staff who accused us of lying that we hadn’t received part of the kit, finally came to the conclusion that the part had not even been posted yet.
Luckily we were able to purchase the part again for a pre 10.30 delivery to site. We got charged £25+VAT for that delivery. DVS refused to refund it as apparently it had nothing to do with the issue with the previous order…A week later the part that had so say been posted out originally turned up dated the day before. They had obviously messed up on their end but refused to admit it.

Roger -.

If you are a trader and looking for a Hikvision stockist, steer away and find another supplier.
Applied for a trade account in January got an application the next day by email, filled up with all the details , got a call the same day from Chris we had a chat and that was it never heard back . Phoned the 3 times leaving a space of 3 weeks between each call to speak to Chris to find out why it is taking that long . All I get he is not available a lady takes a message and the same thing each time we will call you back . They never do.

The attitude and helpfulness you see on their YouTube channel is not reflective with my experience.

Ben W.

I strongly urge others to take note of my 1 star review along side the many others. (I don't give one star reviews without good reason)

Avoid using DVS to save yourself the issues I had. A quick summary... I was passed around several members of staff, many emails back and forth. Eventually halving to start legal proceedings before finally being compensated for equipment that was unfit for purpose.

Don't be fooled my the marketing there's clearly a systemic issue deeply rooted within this company, customer service once things go wrong is substandard at best.

john F.

The level of service we have received since opening our account has been nothing short of exceptional and constantly exceeds our expectations. Special mention needs to be made of John Marshall; nothing is too much trouble and he’s always going over and above; be that to push next day deliveries out last minute when we phone up requiring parts ASAP as part of our call out service, or to find out technical information or to put together a last minute quote. He often calls or pops in to have a friendly chat and a catch up and without doing any hard selling - which is a refreshing break from our previous experiences with other companies. Due to this level of service and the relationship we’ve built up with John over the years, we wouldn’t even consider using another supplier.

Thank you for the excellent service and keep up the good work.

Director
Truetech Ltd