Advice regarding Pixmania

qweeva

Hi there, I'm hoping I might get a little bit of advice regarding a complaint I have regarding Pixmania. I purchased an electric lawnmower which arrived promptly and I assembled it. I then realised they hadn't sent the electrical cable. I rang them and explained the issue. They said they would get back to me - which they did in an email detailing the options available - I could buy a cable directly from Bosch (the manufacturers) in the UK or I could have the lawnmower returned for a full refund. I wanted to keep the lawnmover, however I was very annoyed that they were insisting that I had to source the power cable myself.... Anyway, I got on with it, and made the call, however the manufacturer won't supply it directly. They gave me a website for a company that sell spare parts.... when I spoke the THEM, they told me that they could sell me a cable but it wasn't compatible with the lawnmower that pixmania sells as their machine is different from the UK an Irish model..... So - I asked Pixmania for the refund. And pixmania now tell me I have to send the lawnmower back disassembled and in the original box. However the grass box cannot be disassembled without breaking it, as it has plastic slats that slot together and can't be un-slotted. They sent me a return slip which says that if I return it with anything missing - including the CABLE - then they will not issue the refund!!!!

Incredibly frustrating! Their after-sales service is appalling. I spoke to a 'manager' and he was nothing short of rude.

What can I do? UPS are supposed to pick up the machine on Tuesday, but I'm afraid to send it back - I need o send two packages - one for the lawnmower and one for the grass box. And UPS will probably only accept one as I have only one returns label. Pixmania are so unaccomodating on the phone. I explained about the grass box, but either they can't hear, or the script they are reading from does not cover such a scenario. I've never encountered customer service like this before.

nuac

Next time shop local

qweeva

nuac wrote: »

Next time shop local

Most helpful

friendface

Where are you sending the parcels to? Last time I bought a camera from pixmania, it arrived from Paris, iirc. Anyway, I do remember customer service being pretty poor. Had a friend who ordered a Hard-drive and also had issues returning it for a refund.

It's odd how the electric cable was not included - is the cable not usually integrated into the lawnmower itself? It sounds similar to an electric mower I purchased from Woodies this weekend - the brand was ProLawn. Kind of a cheap mower with 2-piece grass box with the same type of slats you described.

Are you sure that the grass box can't be disassembled again? Also, can you confirm whether you are paying for the UPS pickup?

qweeva

friendface wrote: »

Where are you sending the parcels to? Last time I bought a camera from pixmania, it arrived from Paris, iirc. Anyway, I do remember customer service being pretty poor. Had a friend who ordered a Hard-drive and also had issues returning it for a refund.

It's odd how the electric cable was not included - is the cable not usually integrated into the lawnmower itself? It sounds similar to an electric mower I purchased from Woodies this weekend - the brand was ProLawn. Kind of a cheap mower with 2-piece grass box with the same type of slats you described.

Are you sure that the grass box can't be disassembled again? Also, can you confirm whether you are paying for the UPS pickup?

Yes the return slip is addressed to France. I'm certain it can't be disassembled without breaking the grass box. I'm not paying for the UPS - I don't think! - but if it's not sent back as directed I get the feeling I can swing for my money back :-(

Thanks for the reply.

Procrastastudy

The issue of cables is a frequent one as most of these companies are based on mainland europe. I have to say people do have to relaise that there are reasons shopping online is cheaper. I'm with nuac on this one support Irish jobs. I only use komplett because at least they employ two lads out in Blanch.

Did you buy using a credit card? If so I'd suggest involving your credit card company. I call from them threating to chargeback may help. If you didn't use your credit card you deserve a slap as debit cards etc don't give you near enough protection.

qweeva

GCDLawstudent wrote: »

The issue of cables is a frequent one as most of these companies are based on mainland europe. I have to say people do have to relaise that there are reasons shopping online is cheaper. I'm with nuac on this one support Irish jobs. I only use komplett because at least they employ two lads out in Blanch.

Did you buy using a credit card? If so I'd suggest involving your credit card company. I call from them threating to chargeback may help. If you didn't use your credit card you deserve a slap as debit cards etc don't give you near enough protection.

Thanks for that. I did use my credit card so I'll give that a go. I do shop local as far as possible, and my reason for online purchases is often lack of time. I have a busy full time job, and I'm studying full time. Sounds impossible but its not! I just have no time to do things like shopping. I even use Tesco online. Anyhow, lesson learned!

nuac

I see your point Qweeva. I was thinking of Peats who gave a great service to hobbyists for many many years, and are now out of business due partly to onlline competition.

I am not very good technically but have bougth stuff from Peats over the years and valued the facility of being able to call back or phone back if I had to.

Ahyhow good luck with your problem

deandean

Lawnmower? Shop local.

I was in Argos, the Square Tallaght a few years back 11am Saturday morning, a local woman wheeled in a new electric mower straight off the lawn, it left two green tracks on the floor :eek: she told the manager 'this feckin mower mower stopped working when I was cuttin' the lawn' etc etc etc etc dogs abuse, she left the mower in and got a full refund.

It was plain to see that she had cut the power lead while mowing.

Shop local.

Jev/N

Regardless of the product or local shopping or whatever, never EVER use Pixmania - they're pretty good for prices but if you have any issues, they're a nightmare to deal with. See the litany of threads on the consumer issues forum

Procrastastudy

deandean wrote: »

Lawnmower? Shop local.

I was in Argos, the Square Tallaght a few years back 11am Saturday morning, a local woman wheeled in a new electric mower straight off the lawn, it left two green tracks on the floor :eek: she told the manager 'this feckin mower mower stopped working when I was cuttin' the lawn' etc etc etc etc dogs abuse, she left the mower in and got a full refund.

It was plain to see that she had cut the power lead while mowing.

Shop local.

This is just retailers being idiots and one reason why prices get driven up. That said I do take your point - I'd have been more inclined to see her get a free repair though.

BaronVon

http://www.courts.ie/courts.ie/Library3.nsf/PageCurrentWebLookUpTopNav/Small%20Claims%20Procedure

I made a small claim against Komplett for them losing a returned, faulty product. It took a while but they eventually settled for the full price.

Procrastastudy

How does that wrok with foriegn companies btw? Presume they must have some registered office in Ireland and you go after that?

BaronVon

Not sure, if you trawl the website, you might find they've a registered office in Ireland.

If not, you might have to take a similar type action in whichever country they;re registered in.

The Courts website might have more info

BaronVon

Turns out,

"A cross-border case is one where at least one of the parties lives in a Member State of the European Union (excluding Denmark) other than the Member State of the Court dealing with the claim.

The service will be provided in Ireland through the District Court by the District Court Clerk, called the Small Claims Registrar ('the registrar'). You cannot make a European Small Claim on-line. The procedure will be mainly dealt with by correspondence although a hearing before a court can be held if the court thinks it is necessary."

http://www.courts.ie/courts.ie/library3.nsf/WebPageCurrentWeb/BE71CDF8FCA10C8C80257559005F5C59?OpenDocument&l=en

Procrastastudy

http://news.ie.msn.com/peats-electronics-set-to-reopen

Woot!