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Another Pixmania question.. rights regarding refund / replacement?

  • 20-04-2009 10:00am
    #1
    Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭


    Yet another Pixmania related query..

    Girlfriend bought a media drive from them for me for Christmas.. the media drive never really worked that well. Took roughly 3 - 5 minutes to boot up (from the 'Loading' screen to the menu), blankly refused to read my WD Passport drive at times and sometimes when a video was paused for longer than 5 minutes, it'd reboot the machine when un-paused. Definitely a b0rked piece of kit!

    So contacted the manufacturer who sent me on some dodgy instructions on reformatting the drive, running ChkDsk on it (etc) which I carried out (to no avail), even though I knew it wasn't a problem with the internal hard disk as it had problems recognising my USB. I thought it was firmware related but there's no way to upgrade the firmware so they told me I'd a faulty unit and to send it back to Pixmania.

    So, back in February.. I went through the Pixmania returns process and the 'reason for return' had only an option to choose for a repair. So had to choose that. But Pixmania sent me an e-mail recently when they arranged UPS to collect it:
    Upon reception of your package, a confirmation email will be sent to you.
    You will then be able to confirm whether you would like your order to be re-sent or whether you would prefer to be refunded.

    The media drive is being collected by UPS this week to be sent back to Pixmania.. just so I know in advance, what are my rights regarding a refund? And will Pixmania throw the fact I chose 'repair' back in my face? I've a feeling Pixmania will do everything to avoid giving me a refund.

    The reason I'd prefer a refund is because I don't particularly trust a media drive that's faulty out of the box.. and the manufacturer's customer support was woeful.

    Thanks in advance.


Comments

  • Moderators Posts: 6,900 ✭✭✭Spocker


    Going by the snippet of the email from Pixmania, looks like your going to get the choice of replacement or refund? I'm guessing here, but I *assume* Pixmania just send the faulty unit back to the manufacturer and make it their problem (particularly if its in the warranty period), and just send you a replacement/refund?

    I haven't used the European Consumer Centre myself, but they may be of help: http://www.eccireland.ie/faq/shopping_online.html


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Yep, but the only thing is the e-mail looks very automated.
    The Pixmania team would like to express its sincere regret for any inconvenience caused.

    Following your request, we would like to confirm that a pick-up has been scheduled with the courier UPS and should take place withing within 1 to 2 business days at the following address:

    <SNIP>

    Please include a copy of your receipt and a returns coupon (available for download on our site on the After-Sales Service thread) with your package.

    Upon reception of your package, a confirmation email will be sent to you.
    You will then be able to confirm whether you would like your order to be re-sent or whether you would prefer to be refunded.

    If the collection has not taken place could you please contact us to confirm your address and we will then be able to re arrange a collection for you.

    Pixmania are very odd though.. I originally applied for the return back on February 5th, printed out the return coupon / bill (etc) but didn't get a chance to send it back until last week.

    So I e-mailed Pixmania asking them if the original return coupon I printed out on February 5th would do.. and they said to re-print it and they'll send me out label for a courier (UPS) who'll collect it from me.

    They never mentioned this when I originally applied for a return.. I was about to send it back to France insured and registered for about €50 as I didn't know any different.


  • Moderators Posts: 6,900 ✭✭✭Spocker


    It's kinda hard to tell really (from the email) but the FAQ on the site is all about repairs/do you get your shipping fees back etc etc.

    I'm open to correction, but I would think the 3 Rs apply at the retailers discretion, certainly under Irish law thats what they are obliged to offer, which R is at their preference.

    I guess the only thing you can do for now is wait till they receive it and see what they come back with?


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Yeah, I think the general idea I got regarding researching this last week is that they can refuse a refund based on exceeding a time period (it was ordered 5 months ago, and the box was opened about 4 months ago) and / or condition of the unit (it's about 4 months old and barely used).

    Suppose I just want to make sure I get the choice of at least choosing... and not have them fob me off with the option that's most convienient for them.

    If they refused a refund, I'd settle with a replacement - I'd prefer a refund obviously but I'm just unsure whether I'd be entitled to it. I just want to make sure I don't get the same unit back repaired.


  • Moderators Posts: 6,900 ✭✭✭Spocker


    basquille wrote: »
    I just want to make sure I don't get the same unit back repaired.

    I hear ya. I had a similar issue where I was returning some seriously expensive Lighting Equipment for replacement and after three rounds of a faulty unit coming back I was convinced we were getting the same unit back, so I discreetly marked it internally, on a piece that wasn't easily noticable, took a few photos to be sure, and lo and behold, the 'replacement' unit was the same one. Might be a bit of overkill in your case, but at least you;d be sure you weren't getting the same unit back


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  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Spocker wrote: »
    Might be a bit of overkill in your case, but at least you;d be sure you weren't getting the same unit back
    It's already wrapped up and ready to go so won't be opening it again.

    But took a photo of the sticker with the serial number.. but wouldn't be suprised if they just peeled that off and stuck on a new one in.

    Cheers Spocker.. will let you know how I get on. Still waiting for my UPS label!


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Bump for this.

    Sent back my media drive to them soon after this. And they notified me they'd be sending it back to the manufacturer and to wait 28 days to hear from them again.

    Heard nothing from them in over a month and logged on last night to see that this under my After Sales tracking:
    You after-sales service case closed on the . Your product has now been repaired and returned to you. We hope that this is satisfactory. Thank you.

    Yep, there's no date of when it was returned (haven't recieved it anyways) and they sent back a "repaired" product when I asked for a refund, or at the very least a replacement.

    Unbelievable! :mad:

    I did see somewhere in the After sales tracking after that the media drive I sent back has been discontinued. If they even dare to use this as an excuse, I'll nail their balls to the fecking wall!


  • Registered Users, Registered Users 2 Posts: 666 ✭✭✭Prisoner6409


    Any update! Have been watching this thread as I do order a bit from Pixmania, never had a problem yet but always do think of the "What If" when ordering online.


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Yeah.. actually, it arrived today.

    Different serial number on it.. but I'm convinced it's the same one I sent off as I never took the plastic off the front panel and it's slightly frayed (which I remember it being on the model I sent off). From what I can see (only used it for 20 minutes), the media drive is still defective - slow to boot up / recognise external HDD's, hanging once or twice.

    I'm annoyed but really don't what to do now. Sent an angry e-mail last week to three senior people in Pixmania and heard nothing back.

    I'm just frustrated.. and really can't see a satisfactory resolution no matter how hard for it.

    Anyone have any idea what route I should go down next? Credit card company (bit late I'd imagine), Consumer Agency etc?


  • Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    Since they're repaired (or replaced) your drive, and it still doesn't work, then you are entitled to seek further redress, such as a refund. Getting Pixmania to even reply, let alone agree, could be quite a battle.

    The European Consumer Centre might be able to advise on what best to do, and try the National Consumer Agency too. Your bank won't do anything at this stage, I believe it's 120 days max on any credit card provider.


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  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Cheers jor el.

    Have e-mailed both the ECC and Consumer Connect for advice.

    Will keep ye posted.


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Sent an e-mail to Pixmania saying that the "repaired" product is still defective.
    Thank you for your email.

    We apologise for the trouble with your product.

    We have a 7 day money back guarantee which is sadly over. Therefore we can no longer accept the return of your product for a refund or replacement.

    Please note that you have only the possibility to return the product again for a repair.


    Please fill out the return coupon infull and sign it (returns will not be dealt with without it). Explain exactly why you are returning the item and also include a copy of the invoice inside the parcel.

    The returns coupon is now found on line. Please go to the order tracking on our website http://www.pixmania.co.uk/uk/uk/c_action/mon_compte/index.html. Enter your email address and your password.

    Once you have this number please ensure that the returns number is clearly visible on the OUTSIDE of the parcel you wish to return. Please put the return coupon itself inside the parcel.
    So I'm not entitled to a replacement or refund.. surely they must be shi*ting me!


  • Closed Accounts Posts: 16,713 ✭✭✭✭jor el


    basquille wrote: »
    So I'm not entitled to a replacement or refund.. surely they must be shi*ting me!

    They are, no Irish or EU consumer law limits you to 7 days on a defective item, under Irish law you are entitled to seek an alternate redress if a repair fails to be permanent. If you get a reply from the ECC, send Pixmania's email to them and ask if there is some specific EU legislation that backs the Irish one.


  • Registered Users, Registered Users 2 Posts: 18,961 ✭✭✭✭Mimikyu


    This post has been deleted.


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    This post has been deleted.
    But that was the "repaired product", I assume they mean from date of the original sale.


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Bump... just an update!

    E-mailed those three execs yesterday again after hearing nothing 11 days after I wrote the initial e-mail.

    Got this back from Ms Walker today:
    We can offer to pick up the defective item for a refund or a full credit note + free delivery on a future order.

    Please advise what would be best for you & confirm the item can be picked up from the delivery address.
    It's a result.. and I'm happy with the refund. But I imagine the wait for the refund won't be an easy one either! :)


  • Registered Users, Registered Users 2 Posts: 69 ✭✭mickeyfitzray


    Was having a problem with Pixmania since April. A separate wall charger never arrived with my MP3 player as advertised. I found out their parent company DSGI and their CEO John Browett. Emailed the following addresses...

    customer.services@dsgiplc.com
    I then tried every combination of Browett's name with that domain.

    Got an email within the hour from Alice Walker, North European Supervisor. I replied to her with my order number and she rang me straight away. Bear in mind this is after 3 months of emails ignored or not responded to properly. Matter sorted... profuse apologies... heads will roll!!

    Still could never recommend them again though. They are gonna have to do a lot if they want to restore peoples faith in their Customer Service.


  • Registered Users, Registered Users 2 Posts: 44,195 ✭✭✭✭Basq


    Update: After waiting 7 weeks for Pixmania to arrange a courier to collect my media drive, it was finally collected last week.

    And I got sent an e-mail today saying my refund was processed!

    Huzzah!

    Never EVER EVER buying off them again however!


  • Registered Users, Registered Users 2 Posts: 872 ✭✭✭peking97


    I hope I never have to return my Panasonic 37" plasma:eek:


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