Andertons.co.uk

My name is Ilias N. And I have been having the worst experience with Andertons, but mostly with Atomic, due to an Amplifire 6 issue I had. I bought the Amplifire 6 through Andertons on the 30th of August (2019), which developed an issue on 29th of April (2020) as it was plugged in ready to run. Immediately I messaged Atomic, in order to find out what may have caused this issue. Their support group answered 20 minutes later, suggesting some solutions, none of which was effective. A member of the support group concluded that the damage was hardware related, and that I should contact Andertons to get my warranty repair. After getting in contact with Andertons, we arranged a courier to come and pick the Amplifire 6 from my house, on the 5th of June. The package arrived on the 11th of June to Andertons. The company was irresponsible enough to not email me any news of progress of the repair, for a month, so I decided to send them an email on the 10th of July. They answered back on the 21st of July, claiming that their company was reaching out to Atomic, so they could provide them with an authorization for the repair, without getting any answer. Because of that they had already sent the pedal to a local repair agent who was authorized by Atomic for warranty repairs and noting that they will keep in touch for any progress. Unfortunately, a month passed in which I received no email, so, on the 11th of August, I was the one who had to contact the company, without even getting an answer back.
Frustrated enough, I messaged Atomic on the 10th of September, explaining the situation I was caught up with Andertons. Although I was forced to email them again after five days to remind them, I was waiting for their reply, they emailed me back apologizing about the incident and offering me two options. First option, was counting on Andertons to finish the repair, and being delayed for 2-3 weeks due to lack of available technical parts needed for the repair, while the second option was to send my Amplifire pedal to the US to their company (Atomic), so they could repair it. Considering both options, Andertons company was not worthy of my trust anymore, and on the other hand due to Covid-19 virus it would be extremely time consuming for me, living in Greece, to wait Andertons to send my pedal back from the UK, and then delivery it again to the US. So, on the 17th of September I emailed back Atomic, to let them know that I wouldn't pick any option, instead I would count on them to make the best choice so I could get my pedal back as soon as possible. They replied the same day, that they would think about it. A week later, being disappointed again for not getting any answer from Atomic, asking for conclusion, I emailed them again pointing out the fact that I am on hold waiting for their decision. On the 30th of September, while still waiting in vain for an answer from Atomic, I emailed them once again that time is passing by and that I need a drastic solution to this issue, so I could get my pedal back the sooner possible and get on with my work. They replied on the same day, asking me to send my pedal on the US ignoring the fact that I had already pointed out that it was impossible due to distance between Greece and the US, due to Covid-19 and restrictions on courier companies, and finally, due to the fact that Andertons has my pedal and is not answering to my emails. Since, it wasn't clear for Atomic that I couldn't get in any touch with Andertons, not even to get them to send me back my faulty pedal without fixing it, on the 7th of October I sent another email -the final one- to Atomic, suggesting them to contact Andertons and try to work it out with each other.
It is unacceptable for two international companies, to neglect a client's problem, and not being able to find a solution, nevertheless ignore the client, not reply, and not even apologize for such a behavior. The Amplifire pedal, was really fun to work with, which is why I wanted it fixed, but both companies, especially Atomic, made me really question its worth. I would not recommend, neither choose, Atomic in the future, not because of its products, but because of their attitude towards customers and consumers that support them.