PBTECH deception

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178 posts

Master Geek

#1527434 7-Apr-2016 09:30

I would disagree, had an absolute nightmare of a time dealing with Mighty Ape lately. They used to be amazing, now they've totally lost the plot. Getting a replacement/refund for a DOA (dead on arrival) item through them was excruciating.

Personally, I've been dealing with PB Tech both at work and home for the last 6 odd years, and have had no problems at all. You can choose to pick up at a store, and that's also never been a problem.

They DO however, have a problem moving stock around and keeping track of it because each indiviual store has quite individual management systems from what I gather. Not really the customer's problem, but that's the background behind it.

reven

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#1527447 7-Apr-2016 09:43

venomio:

I would disagree, had an absolute nightmare of a time dealing with Mighty Ape lately. They used to be amazing, now they've totally lost the plot. Getting a replacement/refund for a DOA (dead on arrival) item through them was excruciating.

Personally, I've been dealing with PB Tech both at work and home for the last 6 odd years, and have had no problems at all. You can choose to pick up at a store, and that's also never been a problem.

They DO however, have a problem moving stock around and keeping track of it because each indiviual store has quite individual management systems from what I gather. Not really the customer's problem, but that's the background behind it.

i returned a logitech harmony ultimate remote to mightyape this week that I bought last september that stopped charging. I received my brand replacement last night.

ordered some logitech headphones about 3 months from them, they arrived, terribly uncomfortable, asked to swap + pay difference for different brand ones, that took a few days also (1 day to get return slip, 1 day to ship to them, 1 day to ship back to me).

venomio

178 posts

Master Geek

#1527524 7-Apr-2016 11:16

reven:

i returned a logitech harmony ultimate remote to mightyape this week that I bought last september that stopped charging. I received my brand replacement last night.

ordered some logitech headphones about 3 months from them, they arrived, terribly uncomfortable, asked to swap + pay difference for different brand ones, that took a few days also (1 day to get return slip, 1 day to ship to them, 1 day to ship back to me).

I bought this from them a few months ago. Took them a week to ship after payment was confirmed. Monitor was DOA, didn't even power on. Sent them a dozen emails, got ignored. They have no contact call centre so had to contact someone via the "live chat" function on their website. They THEN told me that they had gotten my emails, just that they hadn't gotten around to it.

Mighty Ape then asked me to send the device back, which took another 3-4 days for them to confirm that they had received the parcel (I live in Auckland). Had to use the live chat function again as it seemed like they just ignore their emails completely.

I was then told that they will send it back to the manufacturer to get it "assessed" after agreeing that it wasn't getting any power to the monitor, and I had to very strongly remind them that this was DOA, and I had parted with over a grand on them, and that I wanted a full refund or a full replacement

The poor lady that was trying to help me couldn't do much, and she said that they were severely understaffed. Felt bad for her, but as a customer, their business being understaffed isn't really my problem. She eventually called me, and I told her I had nothing against her, and that the business really needs to sort this out. Oh and the manager declined to talk to me directly. Made it even harder for this person, having no support from her superior.

About a week after all of that, I finally got my replacement, after SEVERAL more emails, live chats, and disappointments.

tl;dr bought something that was in stock, spent over a grand, and took about a month to actually get. The best part of this story is that Mighty Ape wasn't the cheapest option for that monitor, I was just used to their good service and fast delivery.

Like with any retailer, YMMV, but that was my personal experience with Mighty Ape a few months back.

Anyway, I'm not sure why we're talking about Mighty Ape on a PB Tech discussion thread. As stated before, I personally haven't had any problems with PB, but people who have should write up here to see if there are any inconsistencies in business practice.

gzt

17149 posts

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#1527575 7-Apr-2016 12:13

I had no idea mighty ape was popular for tech. It is the site that gets in the way when I google for tech prices. Sometimes I see if they have a book in stock before I order from elsewhere, it's usually a bust.

Nudibranch

86 posts

Master Geek

ID Verified

#1527700 7-Apr-2016 14:26

I also have a PBTech story. Not funny at the time... (jesus I was so angry I couldn't see straight).

Similar situation, Looked up a UPS on Pricespy, Called PBTech asked if they a.) had the same model in stock and B.) can you match the price as they weren't the cheapest.

"Sure" the dude said. "Just bring a copy of the page detailing prices and we'll do that". Drove from Titirangi to Penrose (Auckland). When I got there the guy literally shrugged his shoulders and said "yea nah, Can't do it eh".

But..... The part of the story which made me want to drive into oncoming traffic was from the motorway off ramp to the shop I was stuck behind a PBTech truck with massive canvas banner walled sides advertising "Lowest prices in NZ guaranteed". I nearly pissed the car I was so angry.

In fact I've since had great sales and after sales service from Paradigm PC's down the line. Not always the cheapest but fast courier and by far a pleasure to do business with and I think we could all promote shamelessly, good customer service and give shout outs whenever we encounter it. Word of mouth still has some clout behind it.

FML.

dickytim

2514 posts

Uber Geek
Inactive user

#1528099 8-Apr-2016 06:15

venomio:

I would disagree, had an absolute nightmare of a time dealing with Mighty Ape lately. They used to be amazing, now they've totally lost the plot. Getting a replacement/refund for a DOA (dead on arrival) item through them was excruciating.

Personally, I've been dealing with PB Tech both at work and home for the last 6 odd years, and have had no problems at all. You can choose to pick up at a store, and that's also never been a problem.

They DO however, have a problem moving stock around and keeping track of it because each indiviual store has quite individual management systems from what I gather. Not really the customer's problem, but that's the background behind it.

Sorry to keep this going off topic but this does surprise me. I had a set of Polk headphones I go from them stop working properly soon after I got them the replacement was in my hand 2 days after I returned them.

i.e. 1 day to get to them, 10 min to make a discussion and 1 day to get back to me.

I really hope they haven't gone downhill.

Wade

2225 posts

Uber Geek

#1528124 8-Apr-2016 08:20

Clearly not everybody in this discussion has worked in a distribution centre and a high volume one at that. I luckily have no bad PB Tech stories to tell but I can say that everytime I go there the store is full of customers buying stuff, the Manukau store on a Saturday morning is ridiculously busy and that's on a non sale weekend

Anybody you spoke to would have referenced the same data that you referenced that would have said 7 units available, its most likely they did not spend 5minutes walking the warehouse to confirm physical stock existed, i would hazard a guess that their stock control would be in the high 90% accurate so most times it will be right, maybe it wasn't this time, was corrected, upset one person, sucks but is real world stuff unfortunately

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hio77

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Lizard Networks

#1546660 4-May-2016 14:15

Thought ild throw in my experiences from today, seemed to be a step up from my last attempt.

Called ahead to insure stock before heading out, they straight out offered to put it aside for me, put it all on hold on my account and all.

Walked in an hour later, spoke to counter, gave my phone number and I was paying and walking out with my purchase, no hassle no oh we are not sure where your item is sir. I was pleasantly surprised.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

gzt

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#1546667 4-May-2016 14:37

Which branch? Good on them : ).

hio77

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Lizard Networks

#1546703 4-May-2016 15:36

gzt: Which branch? Good on them : ).

Sorry should have included that, Henderson.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

coffeenow

33 posts

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#1546800 4-May-2016 19:08

Just like to add my appreciation for the staff at the Wellington store. I've always found them helpful even when really busy - which is quite often these days.

I think the Welly branch is short on shelf space which means that stock can sit waiting to be unpacked. An item may show as "in-stock" but can take time for someone to locate - especially if it's out back. Not ideal on a Saturday morning when the store is cranking but understandable with the growth they've had.

I've had in-store orders take longer than normal but usually they're only a day or two at most. The txt notification is helpful.

I like the fact that when you make an in-store purchase their system emails you the invoice. Add an email rule and it goes straight to Xero - bonus!

They've been good with in-store returns - memory, display adapters etc. - the things you never quite know if they'll work until you try them out.

I've sent a quite a few of my business customers there to buy home printers and kid's laptops and they were looked after well.

I've had a good experience with the Auckland warehouse. Had a client that urgently needed a new switch and was able to get one sub-60'd from the warehouse.

This has been my experience and not denying there have been occasional issues but overall very happy with the service.

Keep up the good work PB Tech. Keep looking after your customers and staff and you'll continue to do well.

mattwnz

20164 posts

Uber Geek

#1546808 4-May-2016 19:17

coffeenow:

Just like to add my appreciation for the staff at the Wellington store. I've always found them helpful even when really busy - which is quite often these days.

I found their Wellington staff friendly when I used to shop there. But their store is dark and depressing as they have painted over the large windows at the front. I believe the store may have used to be a Magnum Mac computer store or similar in the past, and that was a nice airy store with natural light . Guessing it is a security thing.

reven

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#1546809 4-May-2016 19:21

the old manukau store became a alphacity but PBTech have just bought out alphacity (which sucks, because they were always about the cheapest place around...)

mattwnz

20164 posts

Uber Geek

#1546832 4-May-2016 20:15

reven:

the old manukau store became a alphacity but PBTech have just bought out alphacity (which sucks, because they were always about the cheapest place around...)

Guess they couldn't compete with these overseas websites that are now on pricespy, and always show up as having the cheapest prices. At one stage Alphacity showed up as the cheapest. But if you are selling cheaply, you have to sell big quantities. If the numbers drop off, due to other stores being able to undercut on pricing, then you are stuck. It is a race to the bottom.

amiga500

1484 posts

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Inactive user

#1547618 6-May-2016 13:41

I've only ever bought stuff like flash drives at PB Tech & their range and stock levels have been amazingly good. Could it be that NZ Tech companies have poor IT and stock systems compared to the big players in the USA and elsewhere? Dragon PC, another small retailer in Ch.ch, has just put up a new website & on a smart phone it's an absolute shocker. They must realise it's bad because they are offering the old version as an option.

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