Palm - Why are PB Tech so awful?
They didn't used to be. Now they can't even do the basics. Couple of years ago I had an RMA on a hard drive that went six weeks without contact and ignoring my emails. I've avoided them since then as a rule, except for going into the Wellington branch personally, but on "Cyber Monday" I ordered a monitor, an adapter and some other stuff online. What could go wrong?
Thursday comes and nothing's happened. I check the status online and it's still "awaiting goods" and "awaiting courier". So I emailed them and asked them where the stuff was. They told me that they were waiting for a $27 adapter to come from Hamilton before they shipped the order. But I wasn't to worry, because they had daily trucks coming from Hamilton and my adapter would be on one of those. Delivery timeframe? "Soon".
Which is awesome. You'd think that if they had daily trucks, it'd be there quicker than four days. Hey, I say, "soon" is aspirational. Not a timeframe. "Soon" is what I tell my fiancee when she asks when I'm doing the garden.
But the guy emailing started rolling out the excuses - number of orders because of the sale, they could have sent separate deliveries, but it still wouldn't be there until Monday. Fine, I said. Cancel it. If it's not going to be there until Monday, it can not be there from somewhere else until Monday. I CC'd their manager in.
They didn't reply on Thursday, but emailed me on Friday morning to tell me they'd cancel the order and refund me. Then I got another email from the manager that told me that the goods would be shipped separately. I just asked him to confirm it had been cancelled, and he confirmed it and said the refund would be processed that day.
Checked my bank and the order status at PB online - no refund was processed either side. Ordered from Alpha City on Friday afternoon, asked for Saturday delivery. My stuff arrives from Alpha City on Saturday morning.
Monday rolls round. No refund. No order status change.
Today rolls around. I email the manager this afternoon. Hello, I see no refund has been processed. If you don't respond by 5pm, I'm going to start the chargeback process.
No email by 5pm. No order status change. No refund pending in the bank. Chargeback process started.
Still no contact now. No order status change - although while I was doing the chargeback forms, my order disappeared from the system, but reappeared mysteriously when I double checked to see if I could get a copy of the invoice for the bank.
For the first time in my life, a company has kept my money and not delivered the goods, and then not contacted me - and it's supposedly one of the country's biggest retailers. Alpha City got the stuff here in less than 18 hours. Something ordered from Playtech on Friday came this morning. But PB? No. And so for the first time ever, I've had to do a chargeback.
I should say, the Wellington branch are awesome. I've spent a lot there, but I've also been a huge PITA to them, but they've always been cool with returns, refunds, RMAs and the rest. But PB web? Worst ever. They're not even anywhere near the cheapest.
Am I expecting too much to pay for stuff that's in stock, and then get it delivered a week later? What kind of awful sales system needs something to go from Hamilton to Auckland and then to Wellington? What kind of awful sales team thinks that "soon" is a legitimate timeframe? Oh, hey Vodafone. When do you think you're coming to fix my TV? Oh, soon.