Pixmania TV - Faulty

ldusoswa

1. Bought a TV from pixmania
2. Received it a week later
3. Unboxed it, plugged it in, and saw a line of dead pixels on the screen.
4. Re-boxed it, and got UPS to ship it back the next day
5. They received it, and sent me THIS:



5 (b) meanwhile my pixmania user panel said:


6. Then i demanded a refund as i was not satisfied. (got denied)
7. Then they posted me back the package (faulty TV) with DPD transport
8. DPD have lost the package...

I bought the tv on the 20/10/2008... It's been over a month...

I have had my consumer rights torn from my grasp.. Does anyone know what i can do?

They don't have a customer support line. You can only contact them through email on the site. Once you email under a category heading they actually disable that category heading and don't allow you to email them again!!!

I have been in email contact with them throughout, but they are so unhelpful...

I'm worried that my TV is lost, and that my €1100 is never going to be recovered... I bought it with my laser card...

what do I do?

byte

Siège Social Fotovista Pixmania 43/47 avenue de la Grande Armée 75016 Paris France Tel: 0145013535 Fax: 01 56 61 45 54

^^^ seems to be their address (details got here).

http://www.thewwwsite.com/pixmania.htm
This contains the supposed email address of their CEO Steve Rosenblum

MagicMarker

OP, i feel your pain. Pixmania are absolutely dreadful for customer service. It took months to resolve an issue I had with them, the standard template responses are useless and you will get no where. Eventually I got hold of an email address of an actual person, I sent her a (LONG!) email explaining every detail in detail and it got sorted.

I will say this though, even if they denied you a refund/replacement for the faulty product, they have to refund or replace it now because it was lost in transit when it was sent back to you.

The email address I used was h.gazon@pixmania.com, she deals with complaints, it only took one specific email to her to get my issue sorted, i hope it works out for you. Just be clear, concise, polite and attach any documents you have as above.

ldusoswa

thanks you guys! i will look into it in the morning if they haven't emailed me back the information i require...

ei9go

Forget following it up with Pixmania. Jusr write to your credit card company and ask them to do a chargeback and refuse the tv if it does turn up.

MagicMarker

He used a laser card, I don't think this works the same way. And there is absolutely no guarantee that it would be charged back, it should always be followed with all involved, banks, shipping company and shipper.

ldusoswa

Just got an email from them:

ohnoigotsick

my brother just ordered a TV from them a 40 inch Sony TV and surround sound system. the TV is bust like the OP has described and the surrround sound won't read DVD's or CD's - he was gonna try get a replacement but i think i might tell him to try for the refund

ldusoswa

ohnoigotsick wrote: »

my brother just ordered a TV from them a 40 inch Sony TV and surround sound system. the TV is bust like the OP has described and the surrround sound won't read DVD's or CD's - he was gonna try get a replacement but i think i might tell him to try for the refund

You can try and get a refund, but they will need you to send the TV back. This cost me €135! then they're going to look at it and establish that it's your brother's fault and that it was improperly used.

If you really want it sorted, you need to go straight to the manufacturer (Sony). They should cover it under the warranty.

byte

I'm not sure if Sony will cover a product that was damaged in transit.

Your contract is with Pixmania anyway, and if they were any good, would have sent a replacement, then made a claim themselves against their courier, or Sony. Shouldn't be your problem.

I'll be interested to see the outcome.

ldusoswa

So they eventually have gotten back to me.
I don't know if they found my tv, or what the story is... It sounds like they did, but i can never be sure... They asked me not to send the accessories when i sent them the TV, and now they expect me to send them back the tv with the accessories?

TerrorFirmer

Pixmania are a ****ing joke. Had a few bad times with them, their customer service is the worst I've ever experienced. I sent emails to about 20 addresses found all over the site and got a single reply in total, an automatic one that didn't answer my question in the remotest way. Just reading this reminds me never to go near them again.

mik_da_man

I had an issue with Pixmania before.
Bought a MP3 player from them and they guarnteed delivery for christmas as it was a present.
Well it didn't arrive by christmas and I sent off a few e-mails, they decided to refund my postage as they could not locate the item.
The MP3 Player arrived on the 3rd Jan so I thought fair enough.
Then in April I got a mail saying that they had lost my package and gave a full refund!

Not the best customer service TBH

But in fairness I have bought a few things from them and this was the only one I had an issue with.

ldusoswa

Once again, i get another vague email...

It seems like they've had the TV all this time... So not only am i a month and a half later, but the TV has come down in my local shop to €1300... This is ridiculous like... I spent 1100 on the tv, and 135 sending it back to them because it was faulty! that's me at 1235euro of my hard earned cash spent, and NOTHING to show for it...

mossie

I have been getting this type of email for a while. I received a product which bore no resemlance to what I ordered, they arranged collection, but now I have been told it will be at least 2 weeks before I receive my order as the returned item must "undergo technical inspection by the manufacturer". this even though it wasn't returned for technical reasons. I sent emails off now to j.felix@pixmania.com, h.gazon@pixmania.com, s.rosenblum@fotovista.com, a.walker@pixmania.com, s.delsol@pixmania.com - none bounced H Gazon is on holiday apparently and her automated reply says to contact Alice Walker so waiting on her reply.

Mossie

Update. Very positive reply today from Alice Walker promising immediate despatch and full refund of all delivery costs.

ohnoigotsick

mossie wrote: »

I have been getting this type of email for a while. I received a product which bore no resemlance to what I ordered, they arranged collection, but now I have been told it will be at least 2 weeks before I receive my order as the returned item must "undergo technical inspection by the manufacturer". this even though it wasn't returned for technical reasons. I sent emails off now to j.felix@pixmania.com, h.gazon@pixmania.com, s.rosenblum@fotovista.com, a.walker@pixmania.com, s.delsol@pixmania.com - none bounced H Gazon is on holiday apparently and her automated reply says to contact Alice Walker so waiting on her reply.

Mossie

they seem to be a disater , my brothers tv was collected and out of stock then again , the surround sound he ordered still hasn't been collected 2 months on

_Whimsical_

They are the worst!
I ordered something from them for E300 on November 20th. It never arrived.I complained on December 1st and they finally opened an investigation on December 8th. I was told I'd have a refund by Dec 18th but it never happened. Then I was told they legally had 30 working days to process it. It's now been 35 working days(that's exactly 2 months since they took money from my card) and after several emails and several phonecalls they still have not moved to close their "investigation" or to proces my refund.
I'm at a loss about what to do next. Avoid them!

jor el

chilly wrote: »

It's now been 35 working days(that's exactly 2 months since they took money from my card) and after several emails and several phonecalls they still have not moved to close their "investigation" or to proces my refund.

Contact your bank/credit card provider, and ask them to take the money back from Pixmania (charge back).

MagicMarker

jor el wrote: »

Contact your bank/credit card provider, and ask them to take the money back from Pixmania (charge back).

I think it might be a bit late for that. There's a certain time period for charge backs, I'm not sure, maybe within a month?

_Whimsical_

mossie wrote: »

I sent emails off now to j.felix@pixmania.com, h.gazon@pixmania.com, s.rosenblum@fotovista.com, a.walker@pixmania.com, s.delsol@pixmania.com - none bounced H Gazon is on holiday apparently and her automated reply says to contact Alice Walker so waiting on her reply.

Mossie

Update. Very positive reply today from Alice Walker promising immediate despatch and full refund of all delivery costs.

On the strength of this post I also wrote to Alice Walker and have just recieved a reply apologising for the delay.She's closed the "investigation" into the case and said she has personally ensured my refund is being processed today!So thank you Mossie!

Thanks Jor El and Magic Marker too. I investigated a chargeback and it was too late because I had constantly believed the Pixmania phone staff who were always saying "ring on Friday"..."no ring next Monday" etc.A lesson for everyone where these people are concerned : just do a chargeback as soon as you can and ignore them .

SQDD

Alrite lads,

I'm having major trouble with Pixmania. I ordered 2 cameras last December. A week later I emailed them to see were they on the way as I had been expecting them. Then they cancelled the order for no reason. I e-mailed them asking why they cancelled and a week later they took the money from my credit card.

They now won't refund my money, e-mails are not responded to at all. I called them in France and they said they wanted a copy of my credit card invoice to refund the transaction, which I sent them and they still won't refund it.

I called Visa to get a chargeback but they said because I provided Pixmania with my details, they are free to take the money from my account.

Can anyone help me?

_Whimsical_

SQDD wrote: »

Alrite lads,

I'm having major trouble with Pixmania. I ordered 2 cameras last December. A week later I emailed them to see were they on the way as I had been expecting them. Then they cancelled the order for no reason. I e-mailed them asking why they cancelled and a week later they took the money from my credit card.

They now won't refund my money, e-mails are not responded to at all. I called them in France and they said they wanted a copy of my credit card invoice to refund the transaction, which I sent them and they still won't refund it.

I called Visa to get a chargeback but they said because I provided Pixmania with my details, they are free to take the money from my account.

Can anyone help me?

I'd recommend you try emailing a.walker@pixmania.com. I had 2 months of telephone calls that got me nowhere and emails that were never responded to. I wrote to Alice Walker yesterday explaining the situation at around 3pm and she had replied by 12pm today telling me I'd recieve a full refund today.

mossie

chilly wrote: »

On the strength of this post I also wrote to Alice Walker and have just recieved a reply apologising for the delay.She's closed the "investigation" into the case and said she has personally ensured my refund is being processed today!So thank you Mossie!

No Problem. Since I wrote to her I have had am email confirming the despatch of my order and a refund of delivery costs in full!

SQDD

I've written to Alice Walker but no response from her (after 4 e-mails). I can't believe that an international company has taken my money. I contacted Visa there's no joy and pixmania will not respond to my e-mails. I rang them in France, spoke to Alice Walker who told me if I send on the credit card bill where it showed the pixmania transaction, they'd refund me, which I did - and no refund.. What's the next step I can take?

_Whimsical_

SQDD wrote: »

I've written to Alice Walker but no response from her (after 4 e-mails). I can't believe that an international company has taken my money. I contacted Visa there's no joy and pixmania will not respond to my e-mails. I rang them in France, spoke to Alice Walker who told me if I send on the credit card bill where it showed the pixmania transaction, they'd refund me, which I did - and no refund.. What's the next step I can take?

From everyone I've spoken to the Pixmania refund procedure never seems to come up with the goods until the magic 30 working days from the 1st day of your complaint has passed.Your case seems more complicated than usual however. If I was you I think I'd contact the European Consumer Centre http://www.eccireland.ie/ and ask their advice. They can inform you of your exact rights and what to do next.

Since Jan 2009 there is a Europe wide small claims court procedure in place. Launching a claim costs E15 and you can claim for goods up to a value of E2000.That may offer you some form of affordable legal redress.There's quite a bit of info on how to launch a claim here : http://www.independent.ie/business/personal-finance/latest-news/ripped-off-in-europe-heres-how-you-can-fight-back-1589235.html

mossie

chilly wrote: »

From everyone I've spoken to the Pixmania refund procedure never seems to come up with the goods until the magic 30 working days from the 1st day of your complaint has passed.Your case seems more complicated than usual however. If I was you I think I'd contact the European Consumer Centre http://www.eccireland.ie/ and ask their advice. They can inform you of your exact rights and what to do next.

Since Jan 2009 there is a Europe wide small claims court procedure in place. Launching a claim costs E15 and you can claim for goods up to a value of E2000.That may offer you some form of affordable legal redress.There's quite a bit of info on how to launch a claim here : http://www.independent.ie/business/personal-finance/latest-news/ripped-off-in-europe-heres-how-you-can-fight-back-1589235.html

I received a refund of all delivery charges relating to my order last Tuesday which was around 7 days on from my complaint. Also I received the rest of my order on Tuesday.

Elessar

I believe that if a company like Pixmania is selling in Ireland, they must be registered with an office here and as such can be taken to the Irish Small Claims Court.

If you get no further luck here, open a case. It can be done online.

_Whimsical_

It's a week since I got my reply from Alica Walker saying she would personaly see to it that I'd get my refund that day. Still no sign of the refund though.I have emailed again and got no reply.
If they weren't such a large company I'd be seriously worried they were going out of business.
If I don't hear from them by Wednesday I will use the small claims court to try to get my money back.That can take up to 90 days

Elessar wrote: »

I believe that if a company like Pixmania is selling in Ireland, they must be registered with an office here and as such can be taken to the Irish Small Claims Court.

If you get no further luck here, open a case. It can be done online.

Do you know if they definitely have an office in Ireland? I rang the ECC and they told me they'd fax any details I gave to their French office as that would be the best place to deal with the complaint. It would be great if there was an Irish office.

_Whimsical_

3 emails threatening legal action and one phone later and I have finally got my money back.
Relief!
I would never buy there again.