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ckc



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Topic # 157488 2-Dec-2014 19:20
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They didn't used to be. Now they can't even do the basics. Couple of years ago I had an RMA on a hard drive that went six weeks without contact and ignoring my emails. I've avoided them since then as a rule, except for going into the Wellington branch personally, but on "Cyber Monday" I ordered a monitor, an adapter and some other stuff online. What could go wrong?

Thursday comes and nothing's happened. I check the status online and it's still "awaiting goods" and "awaiting courier". So I emailed them and asked them where the stuff was. They told me that they were waiting for a $27 adapter to come from Hamilton before they shipped the order. But I wasn't to worry, because they had daily trucks coming from Hamilton and my adapter would be on one of those. Delivery timeframe? "Soon".

Which is awesome. You'd think that if they had daily trucks, it'd be there quicker than four days. Hey, I say, "soon" is aspirational. Not a timeframe. "Soon" is what I tell my fiancee when she asks when I'm doing the garden.

But the guy emailing started rolling out the excuses - number of orders because of the sale, they could have sent separate deliveries, but it still wouldn't be there until Monday. Fine, I said. Cancel it. If it's not going to be there until Monday, it can not be there from somewhere else until Monday. I CC'd their manager in.

They didn't reply on Thursday, but emailed me on Friday morning to tell me they'd cancel the order and refund me. Then I got another email from the manager that told me that the goods would be shipped separately. I just asked him to confirm it had been cancelled, and he confirmed it and said the refund would be processed that day.

Checked my bank and the order status at PB online - no refund was processed either side. Ordered from Alpha City on Friday afternoon, asked for Saturday delivery. My stuff arrives from Alpha City on Saturday morning.

Monday rolls round. No refund. No order status change.

Today rolls around. I email the manager this afternoon. Hello, I see no refund has been processed. If you don't respond by 5pm, I'm going to start the chargeback process.

No email by 5pm. No order status change. No refund pending in the bank. Chargeback process started.

Still no contact now. No order status change - although while I was doing the chargeback forms, my order disappeared from the system, but reappeared mysteriously when I double checked to see if I could get a copy of the invoice for the bank.

For the first time in my life, a company has kept my money and not delivered the goods, and then not contacted me - and it's supposedly one of the country's biggest retailers. Alpha City got the stuff here in less than 18 hours. Something ordered from Playtech on Friday came this morning. But PB? No. And so for the first time ever, I've had to do a chargeback.

I should say, the Wellington branch are awesome. I've spent a lot there, but I've also been a huge PITA to them, but they've always been cool with returns, refunds, RMAs and the rest. But PB web? Worst ever. They're not even anywhere near the cheapest.

Am I expecting too much to pay for stuff that's in stock, and then get it delivered a week later? What kind of awful sales system needs something to go from Hamilton to Auckland and then to Wellington? What kind of awful sales team thinks that "soon" is a legitimate timeframe? Oh, hey Vodafone. When do you think you're coming to fix my TV? Oh, soon.

Nah.

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  Reply # 1187382 2-Dec-2014 19:50
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Damn... Sounds like a mess.

I spose the only thing you can do is never go there again and tell your mates the story.

I had a terrible experience but looking back it's kinda funny.

I needed a UPS. Researched it. Found a list of retailers on Pricespy. even though PB weren't the cheapest I thought I'd give them a call cause I could handle paying a bit more if I could go down to Penrose and pick it up. Called them, dude on the phone says print a copy of Pricespys page and they'll match the cheapest price.

Headed down there and from the motorway off-ramp to the store I was stuck behind one of their trucks spewing black sh%t in my face with massive print on the side "Lowest prices in NZ guaranteed". Got to the store and the guy just says "Nup". and that's it.

Went with Paradigm PCs after that. Bit more expensive but waaaaay better service.
Never again.

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  Reply # 1187383 2-Dec-2014 19:50
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Im still waiting on my graphics card and power supply from their cyber monday. Said shipped friday but couriers are useless.

Everything else came quickly but those things were not in stock at the web sales branch so I expect a delay. They are shipping them separately and the site was quite clear that there is a delay of a few days to transfer stock right by the stock count part of the item page, and I understand that things are busy after doing a sale like that so am cutting them some slack for that.





Richard rich.ms

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  Reply # 1187399 2-Dec-2014 20:05
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I had a bit of an issue with online stores awhile back, they ended up saying they didnt have parts in stock and told me they would refund it.

So, money landed back in my account, i went elsewhere and bought it.


Next day a box arrives, from the original store, and bank calls me to ask what happen. (account debit card was linked to clearly wasnt ready for a double order of a full computer!)


Turned out one of their staff had said they would cancel it, while another had shipped the order out and not updated their system thus the stock that i had ordered was not longer available.


Learnt my lesson, to be alot more careful with online stores cancellation process..


I personally ordered some ram and a nic for an upcoming project (which has since stalled due to a issue with chorus :/ ) Sent out The morning after, With the bulk of the delay being Rural Delivery, I was pretty happy with it - aside from my own mistake of ordering after having a few and ordering a pci instead of pci-e card but thats a slight moot point considering the nic wont have much utilization on it at all.




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  Reply # 1187403 2-Dec-2014 20:08
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If their systems let a staff member ship something and not update it, they have crap systems. But that seems the norm in most NZ businesses.

I hope you asked the bank to charge back their second helping to your account and told the shop that shipped a cancelled order to come and get it.




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  Reply # 1187406 2-Dec-2014 20:14
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richms: If their systems let a staff member ship something and not update it, they have crap systems. But that seems the norm in most NZ businesses.

I hope you asked the bank to charge back their second helping to your account and told the shop that shipped a cancelled order to come and get it.


Yep, bank reversed the charge and i had a very Stern conversation with their manager.

Ild have to go back through emails to find out the name (was years ago) but from that point forward i steered clear of the less known but slightly cheaper stores... 


Had a family member who worked down the road from their "office" so he took the package in and gave them a second yelling..




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  Reply # 1187411 2-Dec-2014 20:18
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Its actually their responsibility to recover anything sent out that was not ordered so I would have made them arrange a time to collect it and been not very forthcoming on available timeslots.




Richard rich.ms

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  Reply # 1187418 2-Dec-2014 20:25
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richms: Its actually their responsibility to recover anything sent out that was not ordered so I would have made them arrange a time to collect it and been not very forthcoming on available timeslots.


Probably should have.


Wasnt really keen on them organizing it all given the rural location and the fact that it was just easier to deal with the issue by  just handing it all back over a lunch break. - Not to mention Im polite with my words, unlike how the conversation they got when the goods were returned Would have gone.




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ckc



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  Reply # 1187586 2-Dec-2014 23:29
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richms: Im still waiting on my graphics card and power supply from their cyber monday. Said shipped friday but couriers are useless.

Everything else came quickly but those things were not in stock at the web sales branch so I expect a delay. They are shipping them separately and the site was quite clear that there is a delay of a few days to transfer stock right by the stock count part of the item page, and I understand that things are busy after doing a sale like that so am cutting them some slack for that.



The delay I remember is like two days, but by the time you get to the third day, you should have a pretty good idea of what status an order is. You can't just tell a customer (alright, I don't like being told) it'll be there "soon" and expect them to just go, oh, okay. But I didn't get anything like shipping separately... in fact, I knew the adapter was only in stock in Hamilton, so my actual question about the delay was, "Are you waiting for the adapter to arrive from Hamilton before you ship the expensive part of the order?"

The real heroes of this are Alpha City. They have a terrible website, so I've shied away from ordering from them before. But they did what they said, faster than any place.

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  Reply # 1187591 2-Dec-2014 23:47
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Make sure to test stock availability when you order. They don't make it very prominent, but all web orders are filled from the "logistic centre" and if there is no stock in there it needs to be arranged to be transferred from a branch - which can cause a significant delay. I've ordered about 5 different items from them during the course of last 2 months. They all arrived within a week. I was worried with the first one, so I emailed them, but they never replied. After that I just chilled - I'm in no hurry for stuff and a week is not really outrageous in this context.

So yeah. It's not bad if you order something common, but a smallest peg in the cog work and the experience quickly deteriorates. I would not compare retailers like that on a single order. Sometimes it's just bad luck in one case and good luck in the other, easily could have been wise versa.

On an unrelated noted I also ordered something from amazon last tuesday and they promised to deliver by cob on friday. For extra 20 bucks. I was skeptical, especially knowing how unreliable new zealand couriers are, but low and behold the did.

If you are eagerly awaiting something it can be frustrating that goods from another continent can arrive quicker than ones in the same country - which, let's face it - not that huge.

ckc



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  Reply # 1187596 3-Dec-2014 00:47
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Most of it was in stock. Two out of three was in stock. The cheapest part was in Hamilton with a 2 day transfer time.

Which is fine. Except the transfer time wasn't 2 days and they didn't even think about sending the bulk of the order separately until I suggested it. Even then it was like, well, you won't get it until next week anyway, so what's your problem. What's annoyed me most was the communications I did get - no delivery time, full of excuses, snarky responses about customer orders or me not getting my order until next week anyway (hire a temp, work late, not my problem) - and worse still, zero communications at all. Sure, here's my money. I'll just sit on my hands waiting for expensive components while you do nothing.

But the zero communication, snarky responses, inadequate responses - I had those before in the epic six week RMA on the Hitachi Deskstar a couple of years ago. Nothing has changed. Just infuriated me. They offered me every cheaper drive they could - WD Green, Blue, the Barracuda, except a like-for-like replacement in the WD Red, until they finally refunded the original purchase price. Then I went to PB Wellington with the money and bought the only drive they didn't offer me, the WD Red, for less money. Useless then, worse now.

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  Reply # 1187600 3-Dec-2014 04:55
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Had an issue with Wellington store a few years back where the graphics card I bought was missing accessories and clearly used/dusty.

They swapped it for another one but begrudgingly because it "worked fine"

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  Reply # 1187651 3-Dec-2014 09:02
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I've purchased heaps from PB Tech and have never had an issue. They are not all bad.




Amanon

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  Reply # 1187665 3-Dec-2014 09:23
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I ordered something from them years ago (cant even remember what it was)....they said they were transferring it from Auckland store, after 2 weeks and following up I gave up and purchased somewhere else.

3 months later I get a call saying blah blah arrived, im like...stunning service.

Most of the time the Hamilton store has queues because their crappy POS system requires a novel to be typed in order to generate a receipt.

Sometimes Ill pay more as my time is more valuable than saving a few $$.

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  Reply # 1187670 3-Dec-2014 09:31
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There's an old customer service rule that says that someone who has a bad experience with you will tell more people than someone who has a good one and that you should strive hard to ensure all your customer touch points are positive, even when something is going wrong.

Sadly, I have found all too often in NZ that staff just do not care. I can't tell you how many times I have complained about something along the sort of lines that you have only to get the response "Yeah. Sorry about that." and a metaphorical shoulder shrug that implies it can't be helped, it's perfectly normal and I should just accept it like everyone else does.

I think it comes down to a lack of training, a lack of staff management and a lack of discipline combined with poor procedures poorly implemented.

Compare Apple (yes, I know they have a lot more staff and a lot more money - it's the attitude I am comparing, which costs nothing!). I just got a new Macbook Pro. The setup defaults to 'yes I want to turn on File Vault' (that's a whole disk encryption option in the OS for any non-Fruitarians!) and I always do that on my laptops as they are more easily stolen.

Going through the process, it gets stuck, asking for the power to be connected when it already is. Long story short, I get onto support. They tell me to leave it overnight. I do that - no change. I call again. Within 10 minutes, I am talking with some senior and very smart person in the US who takes me through a complete disk erase and internet recovery. Result - laptop 100% fixed, File Vault on etc etc.

Meanwhile...I am on here telling you how great the attitude of EVERY staff member I spoke to was, how polite they were, how obviously well trained they were and so on. Despite an annoying and unusual glitch, it was sorted quickly and politely with no BS.

There is a certain slackness of attitude I often encounter here, typified by your sorry experience and a lack of awareness, care or both as to the damage it does to the bottom line. I do not know why but it does seem to be more common than it should be - perhaps a lack of competition or undemanding customers? Who knows.

Anyway, I for one shall be wary of PB Tech now, which probably wasn't one of the outcomes they were seeking.





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  Reply # 1187685 3-Dec-2014 09:45
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It would seem they have grown beyond their skill set, they need to either scale back or hire a GM that has the skills to take them forward.




Mike
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 It's our only home, lets clean it up then...

 

Take My Advice, Pull Down Your Pants And Slide On The Ice!

 

 


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