Here is my latest experience with this comapany. I think they need to have a good introspective look into their systems, processes, procedures as well as their supply chain, if they do not want to loose more business. They have certainly lost my business.
I ordered some Corsair PC memory and a Microsoft Natural Wireless Ergonomic Keyboard from them, and paid extra for next day delivery.
As far as the memory is concerned, they sent me an email on the day they were supposed to deliver, to tell me it was out of stock, and that it might become available again affter 10 - 14 days, but with no guarantees.
I checked their website the same day, only to find out that it was still listing the product as "in-stock", and was still accepting orders for it. Furthermore, Pixmania.co.uk, despites the product was out of stock, still charged my bank account. Since they have a validation stage in their sales process, in my opinion that stage should have picked up the fact that the product was out of stock and not make a charge to my account, untill the product was actually being dispatched. To add insult to injury, they even charged the next day delivery charge, despites knowing fully well they where not going to hit that deadline. After replying to their email and asking them to contact me via telephone to discuss other options, they sent an email response saying I should contact them on their customer service number, which is not a free-phone number by the way. When I got through to their customer services, I tried to change my order to a different type of memory, that their customer service rep assured me was still available and in stock. He told me I could not do a simple swap and pay the difference. I would have to pay seperately for the new order, and get a refund to my account for the previous order, which could take up to 10 working days. At this point I agreed with this, and said OK, lets do this... can we complete the purchase transaction over the telephone? Their customer service rep started a new order by (believe it or not) logging on to the pixmania web site with my account details, totally bypassing my password. He then proceeded to place the new order through the normal customer side web system, and got to the point where he needed to process my payment. I gave him my card details, and he started to process the payment, only to get to the point where the Verify Secure By Visa system was triggered and asked for my security details credentials. At that point the pixmania customer services rep advised me he could not complete the order, because I had this extra security step set up on my card, and he could not ask for my password details. He then cancelled the transaction, locking my card in the process, but not advising me of this at this stage. He then proceeded to advise me that the order would still be available on the pixmania site, and I should just log in to complete the payment. When I attempted that, to my surprise, I found my card had been locked at the Verify Secure By Visa step, and I could not complete any transactions without speaking to my bank customer services, at another non-free telephone number. Whell at least they refunded my original order cost and the cost of next day delivery. I cancelled the new order as well from their web site and ordered from Overclockers.
As far as the keyboard is concearned, it arrived about a week later, with a German key layout, despites having been ordered on their UK site, charged to a UK bank account, billed and delivered to a UK address.
Overall, very bad service and fundamental mistakes at every step of the process, Bad and out of sync stock and websites e-commerce systems, bad and non-existing order validation process, bad customer service training failing even the minimum security requirements as far as it concernes telephone/online payment processing systems, products in foreign format not clearly labelled as such. Very poor service on all fronts in my opinion. Avoid at all costs.
John Hillcoat found this review useful
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