On 18 November I bought (order id: PRO084678424) with dropshipping a Samsung Home Cinema HT-Z210 at www.pixmania-pro. Gr - end customer delivered a week later or more...
I had a good partnership for years until last 2 years start After Sales working at very slow level!
At 15 October my end-customer said me that had a problem with the Home Cinema - and told him to go at a Samsung Service Center. At the Samsung Service Point told him that the product is defective and must replace it - but when that Samsung Service Point ask me as a seller from where i got it (invoice) and told them that bought from France - They said that they couldn't replace it because of different country (but in Europe).
I received the product from the customer5 November and sent it (first talked with after sales service and sent me coupons) at Fotovista Service the same date - they received it18 November...
After one month - at10 December after a million tries to answer me at phone, or emails at any email you can think @pixmania-pro.com and @fotovista.com - a Supervisor of After Sales Service answer me!!! Mr Miguel Torressaid the following:
Dear Customer,
Firstly, all our apologies for the delay of our answer.
Concerning your after-sale case, we want to inform you that our guaranty is 1 year (your order is from November), so we accepted it as a commercial gesture we were not obliged to accept the return.
Now, we inform you that the manufacturer refuses the guaranty because your product presents traces of shock/misuse.
For these reasons we send you a quotation to repair the product. (amount: 190.87) offering you two possibilities:
1/ you accept the quotation and pay 190.87 to have the product repaired.
2/you do not accept the quotation and would like us to send you it in the current state ; you need to pay 12.30 for general administration expenses and we send the product without repair. Awaiting your answer
Best regards.
Miguel TORRES-PEREZ Superviseur Service Client Pixmania-Pro Europe Pixmania-Pro / Service Client
PIXMANIA 43 avenue de la Grande Arme
75116 Paris, France
Tel: 33 1 45013092 Fax: 33170807218 e-mail: m. [email protected]
The Samsung warranty when i bought the product was 2 years!
The Samsung Service Point in Crete, Greece said that was defective product! AND MUST BE REPLACED
I asked for Manufacturer Service Report and didn't get one!
I asked for refund - and didn't get... I WILL REFUND FOR SURE MY END-CUSTOMER!
The product was tested in our Service and was not shocked/misused - the LCD Panel not working because the product was defectived!
Ofcourse none of them guys in Pixmania-Pro / FOTOVISTA answers the phones!
They are using illegal way for getting payments (because of their greek VAT No.) - must get payment from credit card the same time - end customer get the product in hands! - THIS IS THE LAW IN GREECE.
The LAW in Europe says at least 2 YEARS WARRANTY - at least!
Now i want to refund me the full price of product shipping shipping of sending the product for Service. Because i will get them at the court!
Pixmania-pro is a disgrace and does not deserve to be trading. They have no respect whatsoever about distance selling regulations, EU/Local laws and good practice.
Pixmania-pro has only one preoccupation, take as much money as rapid as they can out of your pockets. Their after sales service is non-existing or very slow. Pixmania-pro workers do not reply to most of the email and are most incompetent. They do not care about their business.
If you like a little bit of service, go somewhere else and do not buy at pixmania, pixmania-pro or fotovista (pixmania is part of fotovista group). This company only takes abuse of you and your customers.
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