Tristan K.´s profile
Reviews (2)
Pixmania
High-End Plasma TV damaged by UPS, I fear the worse.
I posted this same rating in the pixmania.com section but since I purchased from pixmania.ie, I thought it might be also useful to warn customers of the specific country as the problem might be country specific (although judging on the number of reviews it doesn't seem so)
My Panasonic TV was shipped to Ireland as announced. For the sake of peace of mind, I went ahead and paid a premium for UPS delivery.
1/The TV arrived within the announced deadlines in spite of the lack of updates on the tracking website (item is till awaiting shipping on their site).
2/The package contents seemed a bit loose when received but packaging was in one piece. Mistake: I opened the box to see the protective polystyrene parts shattered, the screen scratched, the back of the TV with two big impacts at the back.
The reasons for this after much thoughts and thorough examination:
-It seems the TV was put in horizontal position or upside down as the massive metal pedestal pole was free in the box rather than in his compartment. same with the remote.
-The same pole got stuck between the back of the TV and the base of the pedestal.
-Further shocking and mishandling of the package shattered the top polystyrene protective parts and pressure on the side applied in turn pressure to the pedestal that was damaged from the pole which itself (as it was between the back of the TV and the pedestal) made two large imprints in the back of the TV. The metal casing has irreparable damage alongside with the pedestal.
-The top left hand side of the screen appears to be scratched judging by the looks of the sticker (I did not remove it to leave the item in its original state as if high pressure was applied at this point.
-The shattered top polystyrene parts left the TV loose on its top (hence the feeling of loose item inside when picked up.
Doesn't UPS know how to handle TVs? That they should be handled with care, always be vertical AND NEVER put them horizontally as this sole act can permanently destroy the display? At least it is so with plasmas.
Needless to say I am not even plugin this in as it may be very hazardous. I packed it again to do what follows...
I ringed Pixmania and they sent me an email requesting to print, sign and re-send a sworn statement, pics and my ID(which is illegal). I was outraged as I just moved and have nothing more than a 10" netbook and no printer/scanner. I called back to hear they need this either scanned or handwritten by post!!!! I proposed the solution to handwrite it and send in a photo to shorten the process. I was very upset so they accepted in the end.
Of course I expect a full product replacement with a new, factory sealed TV.
I got an automated reply stating my dispute is in process and that a reply could take up to 2 days to come. Additionally, it is stated that the dispute process make take up to 7 working days.
Not only I am very upset as I took a day off from work just to stay and wait for UPS that never informed nor the tracking or myself on the status of my "premium" delivery, but I will also have to wait for another 7 business days to hear the outcome of the dispute????Which is quite obvious to me (product replacement, and yes, I come from the retail sector)!....
I want this TV and I want it from Pixmania as I don't want a refund but here are my concerns:
-Why having been debited at the exact time of placing the order will I have to wait 7 or even more days to resolve my issue?
-How can I be sure UPS will handle my replacement-if replaced-unit as it should? Shock is the main issue but also keeping the TV upright in a vertical position(you know you put in on the side of the van and you tie/clamp it up so it cannot move).
-Will the process be painless (It started all wrong) as a NEW product will be shipped and handed out to me while picking up the damaged item or will I have to setup both ways or will Pixmania try to involve me in some sort of mouse chasing between UPS and my working schedule?
This is a very frustrating experience. I can't believe I was stupid enough to buy such a large and expensive item from a site I knew, but never bought anything from before. I hope their customer service will shine but I'm very worried by the initial contact I had that made me feel helpless and the reviews posted regarding damaged goods due to mishandling and the lack of additional packaging.
I will keep you posted for any updates and hope this very stressful situation will have a happy end very very soon!
Update 1: So far I've received 3 automated e-mails from 2 different departments and the supposed CC manager (not by a valid email address thoug,some automated webmail) stating they received my complaint and will conduct an "investigation". To confirm the order AFTER having charged my card, it took less than 12 hours.....
Update 2: After a week of fighting with UPS and incoherent emails with customer service, my TV was finally picked up by UPS to be returned to Pixmania. Although the escalation process with Pixmania is way too complicated when thing go wrong I can now confirm that Pixmania mediators took over the case and that they have partially restored my trust by assisting me into speeding things up to resolve my case. Therefore I raised my rating and hopefully will raise it again once this is all over. Await for final update and rating in the coming days!
Pixmania
High-End Plasma TV damaged by UPS, I fear the worse.
My Panasonic TV was shipped to Ireland as announced. For the sake of peace of mind, I went ahead and paid a premium for UPS delivery.
1/The TV arrived within the announced deadlines in spite of the lack of updates on the tracking website (item is till awaiting shipping on their site).
2/The package contents seemed a bit loose when received but packaging was in one piece. Mistake: I opened the box to see the protective polystyrene parts shattered, the screen scratched, the back of the TV with two big impacts at the back.
The reasons for this after much thoughts and thorough examination:
-It seems the TV was put in horizontal position or upside down as the massive metal pedestal pole was free in the box rather than in his compartment. same with the remote.
-The same pole got stuck between the back of the TV and the base of the pedestal.
-Further shocking and mishandling of the package shattered the top polystyrene protective parts and pressure on the side applied in turn pressure to the pedestal that was damaged from the pole which itself (as it was between the back of the TV and the pedestal) made two large imprints in the back of the TV. The metal casing has irreparable damage alongside with the pedestal.
-The top left hand side of the screen appears to be scratched judging by the looks of the sticker (I did not remove it to leave the item in its original state as if high pressure was applied at this point.
-The shattered top polystyrene parts left the TV loose on its top (hence the feeling of loose item inside when picked up.
Doesn't UPS know how to handle TVs? That they should be handled with care, always be vertical AND NEVER put them horizontally as this sole act can permanently destroy the display? At least it is so with plasmas.
Needless to say I am not even plugin this in as it may be very hazardous. I packed it again to do what follows...
I ringed Pixmania and they sent me an email requesting to print, sign and re-send a sworn statement, pics and my ID(which is illegal). I was outraged as I just moved and have nothing more than a 10" netbook and no printer/scanner. I called back to hear they need this either scanned or handwritten by post!!!! I proposed the solution to handwrite it and send in a photo to shorten the process. I was very upset so they accepted in the end.
Of course I expect a full product replacement with a new, factory sealed TV.
I got an automated reply stating my dispute is in process and that a reply could take up to 2 days to come. Additionally, it is stated that the dispute process make take up to 7 working days.
Not only I am very upset as I took a day off from work just to stay and wait for UPS that never informed nor the tracking or myself on the status of my "premium" delivery, but I will also have to wait for another 7 business days to hear the outcome of the dispute????Which is quite obvious to me (product replacement, and yes, I come from the retail sector)!....
I want this TV and I want it from Pixmania as I don't want a refund but here are my concerns:
-Why having been debited at the exact time of placing the order will I have to wait 7 or even more days to resolve my issue?
-How can I be sure UPS will handle my replacement-if replaced-unit as it should? Shock is the main issue but also keeping the TV upright in a vertical position(you know you put in on the side of the van and you tie/clamp it up so it cannot move).
-Will the process be painless (It started all wrong) as a NEW product will be shipped and handed out to me while picking up the damaged item or will I have to setup both ways or will Pixmania try to involve me in some sort of mouse chasing between UPS and my working schedule?
This is a very frustrating experience. I can't believe I was stupid enough to buy such a large and expensive item from a site I knew, but never bought anything from before. I hope their customer service will shine but I'm very worried by the initial contact I had that made me feel helpless and the reviews posted regarding damaged goods due to mishandling and the lack of additional packaging.
I will keep you posted for any updates and hope this very stressful situation will have a happy end very very soon!
Update 1: So far I've received 3 automated e-mails from 2 different departments and the supposed CC manager (not by a valid email address though,some automated webmail) stating they received my complaint and will conduct an "investigation". To confirm the order AFTER having charged my card, it took less than 12 hours.....
Update 2: After a week of fighting with UPS and incoherent emails with customer service, my TV was finally picked up by UPS to be returned to Pixmania. Although the escalation process with Pixmania is way too complicated when thing go wrong I can now confirm that Pixmania mediators took over the case and that they have partially restored my trust by assisting me into speeding things up to resolve my case. Therefore I raised my rating and hopefully will raise it again once this is all over. Await for final update and rating in the coming days!
Reply from www.pixmania.com
Tristan K.´s profile
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Thank you for your review.
I am sorry if your TV was damaged in transit and that you were not satisfied with our customer services.
We take our utmost care to ensure that all items are packaged securely and are delivered safely and t we give the most efficient customer services at all times
I have been reviewing your file and can see that you reported your TV damaged on the 13thof February and that an investigation was opened the next day. Once the investigation is closed, you will be given a choice of a refund or reshipment if possible provided that we have all the required documentation.
I have contacted you directly regarding this and I invite you to contact me on emma@pixmania.com if you require any further assistance.
Kind Regards
Emma
Pixmania Mediator