Why are pbtech so slow to answer web enquiries?

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surfisup1000

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#243174 29-Nov-2018 12:31

I made a simple product enquiry to pbtech on monday, using their online webform at....

https://www.pbtech.co.nz/contact

Still waiting for an answer!

Why do companies think they can take a week or two to respond to web enquiries?

PB Tech are not the only ones, just the most recent experience.

Sorry, rant over, I will phone them now haha.

Dratsab

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#2136578 29-Nov-2018 12:39

surfisup1000: Why do companies think they can take a week or two to respond to web enquiries?

Because they can :-D

I've never had much joy with NZ companies responding to web queries. It's almost as if they don't get the concept of customer service. I generally find overseas companies quite responsive.

surfisup1000

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#2136580 29-Nov-2018 12:44

Dratsab:

surfisup1000: Why do companies think they can take a week or two to respond to web enquiries?

Because they can :-D

I've never had much joy with NZ companies responding to web queries. It's almost as if they don't get the concept of customer service. I generally find overseas companies quite responsive.

First world problem, I know. But, it just seems sloppy and lazy to me.

Just phoned PB Tech now, and they answered my question in 1 minute. Won't bother using their online form in future.

Linux

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#2136581 29-Nov-2018 12:44

What was the product and what was the query?

Someone could have read the email and slapped their forehead

John

surfisup1000

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#2136584 29-Nov-2018 12:53

Linux: What was the product and what was the query?

Someone could have read the email and slapped their forehead

John

I want to buy an extended length HDMI cable which is advertised with certain specifications.

I wanted to make sure, that if the cable did not do 4k 60p HDR 4:4:4 (full 18gbps speed) , that I could return it without incurring a restock fee. It is easy to verify as the apple tv 4k has a testing mode where you can test various output signals.

The reason I even need to ask, is that I purchased something from them in the past that worked to only 90% of advertised specs. But they wanted me to pay a restock fee when I returned it... they didn't even dispute that it was not working as fully advertised.

Having something in writing would be nice.

Amosnz

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#2136589 29-Nov-2018 13:16

I had the same problem with PB early last week. I inquired to confirm an item was actually in stock (I had ordered the same item ~6 months ago, they took 2 weeks to send it, ended up sending me the wrong item which i then had to RMA before they finally sent me the correct item in a different colour) and i wanted to avoid that same situation this time.

So far still no reply, (I ordered it from elsewhere and got it overnight).

Speedtest

SpartanVXL

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#2136606 29-Nov-2018 13:52

Pretty sure you can't do 4:4:4 with any cable, you need hdmi 2.1 which isn't out yet on displays. Only Displayport 1.3 has enough bandwidth to do 4k 60Hz 10b HDR 4:4:4 unless i've forgotten some form of compression (or i'm out of date on my i/o).

Apple TV

Stream your favourite shows now on Apple TV (affiliate link).

jlittle

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#2136619 29-Nov-2018 14:03

IME with PB Tech their staff just look at the web site, even in the store. So if you can't see the answer on the web site, they can't either.

Regards, John Little

Geektastic

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#2136691 29-Nov-2018 16:05

Restock fee = rort

SpartanVXL

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#2136692 29-Nov-2018 16:10

So I believe under the CGA retailers don't have to take back items if it doesn't fall under certain conditions, change of mind not being one of them. Taking it back is at their discretion and they're within their right to charge it.

If it however falls under a CGA condition (like the product is not fit for purpose, fails to perform to spec) then they do have to take it back and can't charge you for it.

quickymart

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#2136706 29-Nov-2018 16:55

Geektastic: Restock fee = rort

Expert Infotech right there!

surfisup1000

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#2136709 29-Nov-2018 17:00

SpartanVXL: So I believe under the CGA retailers don't have to take back items if it doesn't fall under certain conditions, change of mind not being one of them. Taking it back is at their discretion and they're within their right to charge it. If it however falls under a CGA condition (like the product is not fit for purpose, fails to perform to spec) then they do have to take it back and can't charge you for it.

It sounds good in theory, but in practice, they can probably safely charge up to $100 in restock fees regardless of fault because it simply isn't worth going to disputes over that ($50 filing fee or so, a few hours wasted, to get $50??)

The 4 or 5 times I've complained to the Commerce commission over the years about things like this, they've just said, too minor , not going to do anything.