Problem with PixelPro: lack of customer care after some hassle that they’ve caused
This is about a bad experience that I had with PixelPro, which is still unresolved until now.
Last April 8, 2010, I bought a Sigma 70-300mm APO DG MACRO lens from PixelPro Megamall. I used my credit card since the saleslady told me that I could purchase it at 0% interest, 6 months installment, which I think is possible with my budget. I even heard the cashier ask the saleslady before swiping the card if it’s 6 months and the lady even answered yes.
I went back to the office after the purchase and was really excited about my new lens, but then even before I reached our office unit, the cashier called and told me that she mistakenly posted my purchase as straight payment instead of installment.
I went back later and they told me that they will work on it since it’s their fault. The cashier was very sorry for the mistake. HOWEVER…
[To cut the long story short] after much talking and after NUMEROUS follow-ups and revisiting the store, from time to time when I check my account online, the total sum of the purchase is still posted. I even heard from the accounting officer in their main office when I called her once that the Megamall store didn’t immediately report the incident after it occured.
And it seems they don’t even give a damn with the hassle that they made. Not even a small compensation for the damage and for my efforts to follow-up. WHERE’S CUSTOMER SATISFACTION? What if they fail to reverse and correct the purchase? Are they even willing to pay for the finance charges that I’ll be paying for the next months? Geez…
It’s not that I’m demanding for a compensation to milk out some profit from them. But what happened is no joke. What if I purchased something that’s even more expensive than the Sigma lens? It’d incur a much bigger finance charge.
I’ve posted my experience in some Filipino photography forums and online communities, as well as in a blog post that was a complaint regarding their service as well (http://beyond-the-norms.org/2010/04/pixel-pro-cebu-camera-soundsucks/). Some of the advise that other forumers gave was to file a complaint at DTI if they fail to resolve this issue. I’ll probably be considering it if they fail to provide justice to what happened.
UPDATE: Last week, I was informed that the cashier failed to tell the accounting office that my card was swiped in a BDO terminal and that if they’ve known earlier, it would have been easier for them to contact BDO to cancel the transaction. I was like, “WTF??? What kind of managers do you have, not reviewing the transactions that were done within the day?!?” And take note, the store is in Megamall, and most of the stores there use BDO credit card terminals. I could never take those statements as excuse.
Another thing that irritated me is how they talked to me about what I should do so we could fix the issue. I was on my way to an important event and someone from the main office called me via cellphone. What she told me was like, “Kung makikipag-cooperate ka po sir, maaayos po natin yan. Kelangan lang po talaga natin i-risk. Is-swipe po natin ulit yung credit card nyo.” Stuff like that. COOPERATE??? What am I, a hostage?!? RISK?? And now you’re telling me to take the risk??
As of the moment, my credit card’s due date is getting nearer. That’d be Monday next week. The latest advise that they gave me is to re-swipe the card so they could void the first transaction. Last Monday, I’ve sent a request to HSBC for a temporary increase in credit limit since I really can’t accomodate another transaction with an amount equal to that of the lens that I’ve bought. I’ve already explained that to them before and they still insisted to take that route. BAD NEWS? HSBC did not approve the request.
Now I’m even considering to just sell the lens so I could pay for that damned transaction. Here’s my posting in TipidPC: http://www.tipidpc.com/viewitem.php?iid=6009344
Now PixelPro… What will you do about it? X-(
