Complaint / Review
Pixmania - Fotovista Group
Did not honor the contract we both signed Paris

I've bought video equipment for work at a value of 3.4k euro's.
The company added (against my will) a 'ZEN agreement' which entiteld me to a non-nonsence return. Whenever I had a fault i would return the product and after testing BY PIXMANIA i would get a new product returned to me.

I have send a Hard Drive back brand: LaCie.

I did not hear of them regardless tens of emails I've send. This was before during or after I've send the hard disk.

I had to pay for my own shipping 45 euro.

I then found out more than 3 weeks after shipping that they will not accept the hard disk without a CD rom and therefore they ahd send the HDD back to me. The reason why is because LaCie refused the goods. The company should have send a new hard disk back straight away after detecting the fualt. That was the deal i've made with them.
This is part of the ZEN agreement:
"If a problem arises with your product and you have subscribed to the "Zen engagement", you simply need to return your faulty product to us with the return coupon completed and signed. Once we rec eive the defective product, our After Sales Services will verify the fault (1) and we willsend an exchange coupon of the value of your initial product, valid for three months on the entire Pixmania.com product range."

And this is the email i got back from Pixmania after complaining that it took too long:

"would like to inform you that the manufacturer did not deal with your return because the following accessories were missing: Synchronization & Encryption Software (Windows uniquement)
SilverKeeper Backup Software (Mac)

LaCie? 1-Click? Backup Software Windows/Mac)

Please note that the Zen Engagement is still valid, we invite you to send us the item back with all the accessories provided in order to be dealt with.
"
They are clearly stating that the manuafacturer did not deal with the complaint while in their agreement it states that their after sales department will verify the fault.

I've had simular problems with this company and it seems to me that they pull everything they can out of the closet inlcuding delaying the procedure and making up statements so that the customer will give up. Well I'm not!

Rudolf
Gorey
Ireland