PBtech abysmal customer service

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jarledb

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#299168 17-Aug-2022 12:25

Recently ordered new UPS batteries from PBtech.

The wrong batteries with wrong capacity were delivered, and the process of having them returned and eventually getting refunded has been as much fun as a root canal.

I have had to argue with PBtech for days over a few measly dollars because they decided that they would only refund the cost of the products and not freight and credit card surcharges.

The whole process makes me wonder if they have any policy on customer retention and support at all. Feels like they expect their customers to have to pay for their mistakes.

In the end it has made PBtech go from one of my preferred tech suppliers to my last option next time I am making a purchase.

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#2955543 17-Aug-2022 12:41

I've never agreed with them charging for Credit Cards - especially online.

I know surcharging is legal, but it's a cost of doing business. I'm not surprised they tried to leave that charge in place as they'll also be charged MSF for the refund portion of the transaction.

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MikeB4

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#2955548 17-Aug-2022 12:44

*sigh* PBTech is so disappointing. It seems like the bigger they get the worse they get.

timmmay

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#2955556 17-Aug-2022 13:00

I've had to "negotiate" with them recently over a return. They originally sent it back to me even though it was a valid return, now I have to send it back to them again. Overall though they're ok.

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#2955597 17-Aug-2022 14:32

You need to just forget their returns process and tell them you're rejecting the goods and they need to come and get them. I have had so much better luck doing that with retailers that ship wrong stuff than trying to negotiate their customer service returns ticket approval systems.

If you were buying personally then they are also liable for the consequential costs of their mistakes - which surely covers the freight and any transaction costs that you or they incurred in the process.

Just takes some reminding to retailers of their responsibilities and not getting pushed over to get your way in most cases.

Richard rich.ms

jarledb

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#2955604 17-Aug-2022 14:38

Thanks for the tip. Will remember that.

In this case they sent the wrong capacity and not the same brand as was listed. Wouldn't have cared about the brand if it was just the same capacity.

Suggested they refund me for the difference to a battery with the capacity that was delivered but that was refused. They did claim they would supply the correct product, but ended up doing a partial refund.

Had to go many rounds for them to actually refund the full amount. (Well, still waiting for the refund so who knows).

xpd

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#2955607 17-Aug-2022 14:42

I've tried returning a $700 NAS to them. They directed me to their online forms which are not relevant to the return reason.

The reason ?

Ordered one NAS.

We got sent two.

Emailed them again. No response.

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#2955610 17-Aug-2022 14:46

xpd:

I've tried returning a $700 NAS to them. They directed me to their online forms which are not relevant to the return reason.

The reason ?

Ordered one NAS.

We got sent two.

Emailed them again. No response.

I can provide an updated return address and courier ticket 😁

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#2955618 17-Aug-2022 15:15

mrdrifter:

I can provide an updated return address and courier ticket 😁

I tried using a loopback address, keeps appearing on my desk again :D

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thermonuclear

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#2955626 17-Aug-2022 15:44

Handsomedan:

I've never agreed with them charging for Credit Cards - especially online.

I know surcharging is legal, but it's a cost of doing business.

Yeah, this is a pretty poor aspect of PB Tech's business model that leaves a continual sour taste in the mouth. Much like the few retailers still about who insist on advertising their products exclusive of GST. Trying to "apportion the blame" rather than accepting that these costs of business exist and amending their mark-up percentage accordingly like most smarter businesses do.

mattwnz

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#2955629 17-Aug-2022 15:57

thermonuclear:

Handsomedan:

I've never agreed with them charging for Credit Cards - especially online.

I know surcharging is legal, but it's a cost of doing business.

Yeah, this is a pretty poor aspect of PB Tech's business model that leaves a continual sour taste in the mouth. Much like the few retailers still about who insist on advertising their products exclusive of GST. Trying to "apportion the blame" rather than accepting that these costs of business exist and amending their mark-up percentage accordingly like most smarter businesses do.

Many business buy computers, so I can see the reasoning for the exclusive gst pricing. Many will have a toggle switch though.

LostBoyNZ

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#2955632 17-Aug-2022 15:59

Personally I've found my local PB Tech branch (Hornby, Christchurch) great to deal with, but recently I sent something up to their main office.

I bought a three pack of Ubiquiti G4 Bullet cameras and one Ubiquiti IR Extender from PB Tech, and then the camera started strobing with the IR extender on. Searching online for the issue I saw others got the reply to RMA their cameras, and I tried the troubleshooting steps. Anyway I completed the RMA form, got a return number from PB Tech and sent it away.

The only thing I heard back was that they received it, and it wasn't until I contacted them that they replied it's out of warranty (apparently it's only 12 months) so they'll return it and I can contact Ubiquiti for support.

I replied that it's 16 months old, doesn't have a mark on it and has only ever been used indoors with all Ubiquiti gear, and that I think 16 months isn't a reasonable time for a home security camera worth that much to last (I paid $350 for it but they retail for over $400 now it seems). They've passed the CGA request onto someone so it'll be interesting to see what they come back with.

jarledb

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#2955636 17-Aug-2022 16:10

LostBoyNZ:

I replied that it's 16 months old, doesn't have a mark on it and has only ever been used indoors with all Ubiquiti gear, and that I think 16 months isn't a reasonable time for a home security camera worth that much to last (I paid $350 for it but they retail for over $400 now it seems). They've passed the CGA request onto someone so it'll be interesting to see what they come back with.

Yeah, that would be covered by CGA. I doubt the CGA cover less than 2 years for most electronics. And I think they know that as well.

shrub

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#2955641 17-Aug-2022 16:29

I'd just call the bank and get a chargeback on my credit card. You tried to get them to fix the mistake they failed to meet the obligations of a good retailer so its not your problem.

FYI a good retailer would send the correct product out with a courier ticket for the return of the incorrect ones. Then all you should need to do is book a prepaid courier its not hard.

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#2955649 17-Aug-2022 16:49

just to pile on, even though they've been pretty good over the years just had a RMA'd hard drive replacement denied.

unless it's stupid $ difference think i'll start using ascent again.

mattwnz

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#2955659 17-Aug-2022 17:12

shrub:

I'd just call the bank and get a chargeback on my credit card. You tried to get them to fix the mistake they failed to meet the obligations of a good retailer so its not your problem.

FYI a good retailer would send the correct product out with a courier ticket for the return of the incorrect ones. Then all you should need to do is book a prepaid courier its not hard.

We have just a very well known NZ manufacturer of consumer goods refuse to do this. They instead wanted us to send back the item first, then one they had received it back, they would send a new one. The problem with this is that it means being without it for over a week while the switchover occurs. Whereas if they actually provided the correct product first, there would be no inconvenience.

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