DSG Solutions Ltd T/A Teffont Reviews 

We wanted our Dell 2150CN printer repaired. We paid the £85+ VAT upfront and the engineer visited. After 1 hour the engineer told us with 100% certainty that the issue was the printer drum and that we needed to buy a new drum from Dell. We did as instructed and spent £110+VAT on the drum. Upon fitting the drum we found it did not resolve or improve the fault on our printer. We called Teffont to complain and were coldly told that if we had bought the part from them, then they would have refunded it but as we bought it from Dell they would not help us. I pointed out that they had never offered the part to us, and had told us to purchase from Dell, but the manager I spoke to did not care. After a lot of complaining they finally agreed to send out another engineer. When the second engineer visited he finally chose to remove the printer for further diagnosis at their office. After several days, we were eventually told that our printer would cost another £175 +VAT to repair! There was no apology in the email for their mistake, or even reference to the part they had originally instructed us to purchase from Dell. I complained again, but they refused to do anything about it so I instructed them to return the printer. After waiting 2 weeks we had heard nothing and still our printer was not returned. I emailed threatening legal action if they did not return our property and finally got a response stating our printer would be returned. A full 4 weeks after the initial visit we finally had out printer back, and it was still had the same fault as we had originally reported when contacting Teffont. I complained again by email, and was subsequently passed to 3 different managers and eventually to 'the office', with no information as to who was in this office or what department the office was in. None of the managers responded to emails unless my email contained the word 'solicitor', which then would receive a response within 1 hour of sending. I was eventually offered a 50% refund and after complaining further received a 100% refund of my £85 + VAT charge. However, we are still left with a faulty printer and a £110 + VAT part we do not need. Overall, an appalling service. I would strongly advise you avoid this company. I only wish I had checked Trustpilot before hand and seen all the other 1 star reviews, as I would have then never contacted them. I'm appalled by their service and the fact that they were clearly willing to ignore my emails and complaints until I began threatening legal action. Just awful! You'd be better off buying a new printer than calling these sharks!

The lady I dealt with on the phone and via email was polite, friendly and professional. It was an easy process and compared to most companies we found it was good value for money.

The engineer who came was polite, professional and extremely helpful and efficient. Overall a very pleasant experience, my boss is very happy with the quick results that came about. As a result I have added Teffont to our recommended supplier list.

Good customer service, helpful and efficient staff.

First call out to fix our OKI printer went alright. We had no idea what was up with it but were told there wasn't anything wrong it was just needing the drum changed. The machine wasn't right after that and a few days later refused to work at all. I tried from 11am to put a call in to get the engineer back, but teffonts systems were down and I ended up making 3 calls to get through to tech support (someone was going to get back to me each time) till i got tech support who took information and again were going to call me back. I had to make a 4th call to ask when someone was going to call me back to be told the person I had spoke to had gone on lunch. I asked for someone else to assist but the teffont rep got very very shirty saying "lucy has a right to go on lunch and she is the person dealing with it" I have no issue with people taking their lunch but as nothing as yet had been done about my call and it was 4 hours after the first time I called them I just wanted someone else to pick up on this so we could sort out if an engineer was going to come out or not! Lucy did ring back and advice that the error code I had given that day was different from what the engineer on the first visit says was wrong with the machine - I think the issue was they were not looking to send an engineer twice without getting paid twice - all I wanted was to know was someone actually coming to look at it or could advice by phone. I was told someone would get back to me again that day (5th time) to let me know when an engineer would come out. At 5pm no one had called. I called a local company who sorted an engineers visit next day in under 10 minutes. Job done. called Teffont to say as I hadn't heard from them and had been trying to sort something out with them for over 6 hours now just to forget their call out and- surprise surprise - they had just managed to get me a next day visit from their engineer. But as I had chased them all day to get this far it was too little too late and I won't be using this firm again.

Next day - we just had the call out from the local company - turns out all the printer needed was serviced and rollers etc needed cleaned out, no parts just his labour. But does make me think what on earth did we pay Teffont to do last week then?

Our plotter went down right in the middle of us finalising an important job. I put a call into Teffont as they've supplied our toner for years and arranged for an engineer to come out which he later did. Whilst booking the call with Louise, I explained the predicament we were in and discovered that they have a print shop in the City who could print the drawings for us to get us out of the mud. A few calls later with the guys at the print shop and our files were uploaded to their site. The engineer arrived a day later during which time our printing arrived from the guys in the City to save the day as it turned out our plotter needed parts which had to be ordered in. Great service all round.

The service we have received from this company has been absolutely dismal from start to finish. We started having problems with our Kyocera printer at the beginning of December 2014. It is now nearing the end of February 2015 and the issue is still not resolved.

After multiple call out's, one of the companies engineers believed they diagnosed a problem with our printer and suggested we order two parts which should resolve the issue. Neither of these parts arrived until 2.5 weeks after they were ordered. We appreciate it was over the Christmas period and delays do happen, however we have now been informed they do not ship any parts at all during this time. This is something which we feel we should have been made aware of when the order was placed. Once the parts arrived we then had to wait a further 2 days before Teffont would send an engineer to fit the parts.

The parcel that was sent to us contained both parts in the one package, which Teffont have confirmed. When an engineer left our office they said that both parts had been fitted and confirmed the printer was now back in working order. The engineer left so fast we were unable to ask any questions but the printer was in working condition.

We then again began to have issues with the printer a few days later and discovered only one part had been fitted (after locating the other part in the box we were about to throw away)

We called Teffont immediately to report the issue. They then went on to blame us, claiming we only gave them one part to fit. I fail to see how this is even possible when the engineer was given an unopened box with both parts inside as confirmed by Teffont.

They eventually sent someone out to fix the second part which took several days after promising to be treated urgently. We later learnt that Teffont had cancelled the original call out after speaking to the engineer that visited our office claiming we had only given him one part to fit.

When I questioned this with the customer service department, the answer I received was 'erm, I don't know, I can't answer your questions' which doesn't say much for their so called customer service.

A formal complaint was made to Teffont on the 16th of January. After a month of no response, they claimed they hadn't received the letter and we would need to email any further correspondence. They refuse to give us any form of compensation for their absolute lack of customer service.

If you are looking for a reliable company who will do the job they claim to do so well, avoid Teffont at all costs.

In response to your reply dated 23rd of February 2015.

As a business you claim that your “dedication to customer service sets us apart from other companies” and that you “provide a professional, prompt and efficient service”. Needless to say you haven’t provided us with either of these within the past three months. If your engineer had carried out the full test on the initial visit, rather than the second, our printer may well have been fixed before Christmas.

Once again, I would like to reiterate that the box and the bags containing the parts had not been opened prior to your engineers visit. If we knew both parts needed fitting, why would we have only given him one? You would only assume that a ‘trained’ engineer would know, before visiting a call out, what parts he would be fitting and question it IF he had only been given one part. Again, I stress that this was not the case, and he was most certainly given the box with both parts.

On the 17th of February I asked you to revisit the office to finally resolve the issue with the printer, it took your “professional, prompt and efficient” team until the 24th of February to respond and inform me you wouldn't be sending someone at all! Presumably because we gave you a bad review, and rightly so.

Your website also states you are accredited by AJA, however we now have reason to believe this isn't the case at all, and hasn't been since around 2007 – 2010!!

This is without doubt the worst customer service we have ever received, I would advise anyone to stay clear of this company at all costs.

My DCP9045CDN printer fault resulted in black toner entirely covering every page. Turned out (eventually) that the laser unit had failed. Since I paid the up-front fee for any parts needed the end result was an extremely cost-effective (for me) repair.

First engineer visit did the usual checks but with no result. Opinion was possible drum fault. When I was reluctant to fork out on a new drum unit, Teffont service manager sent me a used one to test, at no charge, which proved the fault was elsewhere.

Second engineer changed the high voltage board, printer still not working, took printer to Teffont workshop.

After "four hour strip down" they found the laser unit had failed, it was replaced and printer returned fully working.

So very high marks for delivering the promised service, including 3 engineer visits, generous loan of drum unit for testing, and parts replacement without additional charge.

It did take from 10 Dec 2014 to 28 Jan 2015 to complete repair but Christmas intervened and it was a fault that was difficult to pin down.

PS If you pay up-front for parts be aware the drum unit is not a part, its classed as a consumable.

We used Teffont when the print on our printer wasn't working correctly. They won't do anything without payment up front so paid the call out charge of £85+vat and an engineer came out within a few days. We were told that a replacement part was needed and when asked how much it would cost was advised that it would be around £50 but would take 3-5 days to be delivered to us. We then received a phone call from head office and was advised that the part was £178.62 and again we had to pay upfront.
5 days came and went and after phoning them numerous times were told that the part was coming from Germany! We ended up having to hire a printer as it was taking so long which got extremely costly.
Nearly a month after they had come out and after phoning them practically everyday with no phone call back I phoned again and wanted to cancel the order. Miraculously we were told that the part would arrive on a day convenient to us and the engineer would be out the same day.
The engineer came out and fitted the part and the printer still didn't work. He then took the printer away to be looked at and we didn't hear anything for another week.
6 weeks from initially contacting them our printer came back and we were told that it was the drum, the printer usually errors if the drum needs to be changed and we change it ourselves. We were never asked if the drum and been changed recently but if we had we could of saved ourselves a lot of time, stress and money.
I complained to the services department manager who passed the complaint on to someone else. I wanted compensation for the cost of the hire of the printer that was completely unnecessary and a refund of the part that was never needed in the first place. I was advised that to get a refund of the part they would have to send an engineer out to get the new part from our printer and replace it with our old part. I asked them why they had kept our old part if they believed it to be faulty and how were we to no that the part they wanted to put back was indeed our original part. They have never answered which is no surprise, so this is and will ever be unresolved..
To date this company has cost me a lot of money in hiring a printer and paying for a part that was never needed all due to their complete incompetence.

Our old HP LaserJet printer finally gave up the ghost a few weeks ago after years of high use and neglect. I used Teffont's excellent website to get a price for an engineer to visit, and within the hour we'd arranged everything and the printer was soon up and running again. I was advised that some parts were worn out, and would need to be replaced and this was also arranged quickly and efficiently.
Based on the service and value for money I received, I'd highly recommend Teffont for printer repairs and servicing.

We contacted Teffont when we had a problem with our multi-functional printer and they sent an engineer the next day. He was friendly, professional and very knowledgeable and advised us that we needed a new photoconductor unit. The price of the replacement part was very good and it arrived the next day. I will be using Teffont again for our printer related requirements and would recommend them to others.

Just had a most desirable piece of work done on our Lexmark C534DN office printer.
12+ years old, creaking, noisy, suffering coloured splotches on the left hand edge of everything printed.
Called Teffont Business Systems Ltd based in Bristol from their ad on the web. Excellent attitude and service and fixed it in one visist plus some parts. Thoroughly recommend them!!

In summary:
(Epson) printer roller not picking up paper.
Teffont Engineer arrives with his can of WD40 (that's all...) and 'fixes'.
2 days later, printer roller stops picking up. Customer services order a new roller.
3 weeks later (?!?) engineer returns to fit it. All working.
3 months later, printer roller not picking up paper again. Teffont want another £85 as warranty for the new part "only lasts 30 days". Don't think that fits in with Sale of Goods Act. Was told that Service manager would call back. That was 3 days ago and still waiting. Trading Standards about to get a full report.

I am extremely disappointed with the service. One engineer came to fix our printer but it was only a temporary fix, the same error message appeared again. A different engineer turned up and ordered some parts for us. Unfortunately the original engineer came to fit the parts and decided that they were not needed. This resulted in the printer only getting a temporary fix. I have since found a different supplier who fixed the printer after purchasing the parts that your engineer recommended. We have wasted so much money on your company - I am still awaiting £355.24 for the parts that we paid for that were not fitted and £360 of labour that did not amount to anything.
Thank you. Lucy Alexander HP Design Jet repair C41346, Account 15126, Ref 79393

Very happy with the service provided, very quick and efficient with a reasonable price attached.

Would recommend highly

Your Rep fixed our printer problem promptly and thoroughly. No hidden charges either!

Turned up to look at printer gave diagnosis of problems promised to send a quote for the parts to fix but not heard anything from them apart from an invoice for £75. Printer is still broken and it is several weeks later.

Have chased with email and no response.

I have used Teffont a few times now and I always find them very efficient. Their repair engineer is very helpful and is always very thorough. Would recommend them to anyone.

Unfortunately I have been really disappointed with the service I have received from Teffont and as a result will not be using them again. Due to the engineer having the wrong address, he hadn't allowed enough time to be with us and had to rush off to his next appointment. The time of the appointment was vague anyway, I at least expected him to be there the necessary amount of time required, the parts were ordered which I was told would only take a couple of days, they took well over a week to come and then we had to wait for the engineer to come out again which then took even longer. I have just had to reset the fax machine on the printer, which he hadn't done. So really not very impressed with the whole service.

Although the job got completed and the staff were individually helpful, the whole process of repair took too long (almost 2 weeks) which I don't find acceptable for a piece of critical office equipment. I spoke with the Sales Director who explained that this was due to delays by suppliers, but still I feel something needs resolving in the process since the customer outcome is the same. Proactively keeping me informed would have eased the frustration massively, rather than me chasing updates every couple of days.

On this occasion Teffont were slow to react, the part took longer to deliver than we were informed that it would. When it arrived it took 3 days and 2 phone calls to actually get an engineer out to fit it.

In saying this, the m/c is now working fine.

It was pleasant to see an experienced man at work, someone who really knew what he was doing. He was polite and clearly spoken explaining what was wrong and how he was rectifying the fault.
If all companies employed people of his skill there would be far less complaints about servicing capability