Trolled by FedEx

[RickPlaysWarr]

Thank you all for your thoughts and comments. I took overnight to think about what I wanted to say to PayPal to start the process of what they call the "resolution center." I realize now that whatever the cost of insurance, I think it was around $8; I should have paid.

The customer service or lack there off is what bothers me. Maybe I am a bit old fashioned in that regard.

Oh well, on with the process.

Thanks again guys, hope this gets resolved and can move on.

P.S. To whoever saw a Performance Pc's Box in the FedEx office or on the truck and nicked it, may you Rot!

*****EDIT*****

I started the claim with PayPal and got another really crappy Customer Service response again:

Hi

I placed my order on August 5th and have still not received it. It was shipped via FedEx and appears to be lost. The tracking number is: 781108441214 and the order number is: ORD-15-08-05-144. FedEx has tried looking for the package and I have contacted the vendor numerous times. I hope that somehow my package can be found or that I can have another one sent. A refund is also possible option. I have ordered from Performance Pc's before and never had an issue.

Thank you

--Rick--

From Seller - Performance-PCs.com8/25/2015 10:44 PDT
It is awfully nice of you to place the burden on the vendor because you refused to pay for the optional shipping at checkout. And we have told you numerous times via email. So it is OK for us to take the loss on this if the package if it is not found all because you wanted to save a few bucks? Unfortunately, we will not be able to take any more orders for you in the future.

From Buyer - Rick Allen8/25/2015 10:54 PDT
I would have paid the insurance if I knew what was involved. I had bad information as I thought it only covered shipping damage. I do not want anyone to take a loss. As of now I am out $488 because of an issue out of my control or your control. Lesson learned. I have been ordering on the internet and have been a PayPal customer since 2000. This is the first issue I have had in all that time. The real culprit is whomever at FedEx decided to walk off with the package, or wherever they misplaced it. I would gladly pay the insurance in a moment if it would resolve this situation.

From Seller - Performance-PCs.com8/25/2015 11:04 PDT
Insurance has always been to cover loss, damage or theft with every shipping carrier. the real culprit is not taking responsibilities for your own actions/mistakes. This only raises prices on everyone else as now we will have to start forcing insurance on smaller amounts.

But as we stated as long as you get your money back just screw the vendor. Thanks

From Buyer - Rick Allen8/25/2015 11:19 PDT
How is it fair to the customer that you have my money, and I have no parts? You talk about me wanting to screw the vendor, yet I am the one that has nothing. I wished this had never happened. I chose you because of the wide selection you have. Could have gone to EK, and or other places, but did not

Oh well, I guess I am out $488 for the for now, and Performance PC's does not want to take my money. So be it, I can order from EK directly and find other places to buy parts.

 

[S_I_N]

wow sounds like someone at PPCs got his Wheaties pissed in. I cant believe they are acting like this. Hopefully PayPal is more kind to you on this. I did have one minor issue with them a while back in getting blocks for my 7970's showing it was on AlphaCool but after they showed me the variances on the same model I backed off sold the wrong blocks acquired reference designed cards and re-ordered the ref design blocks all was good. But they nor I ever got to that point of being rude to each other (not saying you have as I dont know)

 

[hmmblah]

Wow, horrible customer service from Performance PCs. It's unbelievable the way they are talking to you IMO. I do understand them not wanting to take a loss as they are a small company. Amazon would have resent or refunded you right away, but they are a much bigger company of course.

Really, who knows what PPCs actually sent. It could have been a box of packing foam. There's no proof they sent the actual items. It would be in their best interest IMO to require insurance on all purchases over X amount of dollars. $100 seems like a good number.

They could have handled this so much better. I think the very least they should have done is met you halfway and offered to give you the items again at 50% of their cost, not retail. To flat out say you can't shop their anymore without working with you at all is disgusting.

 

[RickPlaysWarr]

wow sounds like someone at PPCs got his Wheaties pissed in. I cant believe they are acting like this. Hopefully PayPal is more kind to you on this. I did have one minor issue with them a while back in getting blocks for my 7970's showing it was on AlphaCool but after they showed me the variances on the same model I backed off sold the wrong blocks acquired reference designed cards and re-ordered the ref design blocks all was good. But they nor I ever got to that point of being rude to each other (not saying you have as I dont know)

Thanks, yet again a crappy response, putting all the issue on me. I will take the extra trouble to source somewhere else like EK directly and be sure I know what the insurance covers and that I am dealing with someone with more character

From Seller - Performance-PCs.com8/25/2015 12:00 PDT
Because YOU made the choice to not insure, not us. If you would have paid a few dollars more and not skimped at checkout all this would have been moot point. But don't put this on us as again this was all your choice at checkout and nothing was forced on you. BTW, you had to check a box to even checkout that you read all and agreed to the store policies on the site: http://www.performance-pcs.com/store_policies/ "For FedEx and DHL we use a 3rd party insurance carrier and so shipments have no insurance by default. Again if you expect to be covered for loss or damage, please make sure you choose the optional insurance at checkout." But we guess again... it is not your responsibility to read or honor what you choose?? "There is nothing more to say. You made your decision and we are happy you will get your money back while we absorb another loss that was not our fault. No need to reply all that is said is said.

 

[Tolemac]

I had a problem with one of the main e-tailers here in the UK in the end I told them i'll swallow the £90 for the motherboard that was faulty which they wouldn't refund me and I have never and never will shop with them again.

 

[Damien c]

WOW there attitude reminds me of a unamed company he in the uk, straight out with the "banned from using us in the future" when you raise a issue.

Atleast in the UK most places where you order from that use a courier automatically insure your delivery, and that is why I always use DPD or Royal Mail as everything is insured automatically.

 

[Tolemac]

yeah here in the UK its the sender that pays the insurance not the buyer. I think it comes under the supply of goods and services act.

 

[Terrifictez85]

Not sure if this is allowed or not, but I have left a tweet for Performance PC's regarding this and their shocking customer service. https://twitter.com/MovingTargetTez/status/636301961067950081
Maybe they'll do something to resolve this, maybe not.
Either way this is unacceptable for a company. They surely have the ability to claim losses from the courier service regardless of you paying to insure the package or not. This is theft, pure and simple, performance PC's know this and would rather keep a rapport with its thieving courier service instead of its customers.

 

[jimma47]

PPCs customer service sounds woeful.

Yes technically they're correct but seriously that's how they run a business? The way to prevent this is to include insurance in the shipping costs. Mandatory for shipment of items over say $100.00 but be upfront about it.

People are habitual and territorial. They tend to stick to one supplier or store if they get what they need at reasonable prices and with good service. $8 extra on shipping is nothing compared to the value of the goods. I wonder why they (PPC) can't negotiate included insurance at a better rate with DHL or FedEx if they're sending any real volume?

The real culprit - as already pointed out is FedEx's dodgy employee/warehouse/whatever that lost/stole the package. They seem to have washed their hands of this matter even though it's their tracking system that lost the parcel.

 

[NeverBackDown]

Well I'll never buy from them again. Shame as they were probably a top two watercooling store in the US. I don't want to deal with that crap. I'll be deleting my account asap.

 

[Tolemac]

Well I'll never buy from them again. Shame as they were probably a top two watercooling store in the US. I don't want to deal with that crap. I'll be deleting my account asap.

You should send them a polite message telling them why you are deleting your account NBD and also include this thread as it might make them think differently as to how they treat their customers

 

[NeverBackDown]

You should send them a polite message telling them why you are deleting your account NBD and also include this thread as it might make them think differently as to how they treat their customers

Won't change anything dude. They quite clearly don't care if you don't come back based off his messages. Sure they wouldn't mind me leaving. I haven't spent that much on the site. Probably about $50 worth, no where near the $500 OP did though.

 

[Tolemac]

Yeah you are right there dude

 

[Type-8]

Wow, i've had to deal with some crap from E-tailers here in Aus before but nothing like that. The law here is the same as the UK and Europe so I'm amazed that US law would allow it. Pretty much the only advantage to taking out insurance here is that when there is an issue you get another sent out/refunded without much argument, rather than having to go through the whole time consuming process of waiting to see if the package can be found etc.

 

[Anwnimos]

What happened after all that? I really wonder if he got his money/package back!

 

[shambles1980]

the insurance should be mandatory on an order. if the item fails to arrive or is damaged on arrival that is the sellers responsibility.
if The seller thinks they can get more buyers by giving opt out of insurannce then that is the sellers issue not the buyer.

paypal should refund the money.
This company has the whole thing backwards as to who the insurance covers.
The insurance covers them from being out of pocket if this happens. Not covers the buyer, the buyer has rights.
So keep the pay pal claim going..

Think about it.
if you sold something on ebay. and it never arrived. then you said well not my problem, i gave you the option to pay extra for insurance and you said no because then it would have been too expensive. paypal will refund the buyer every time.

also the insurance money would have gone to the seller, the seller would have had to make the claim. and from there on the seller would have to reimburse the buyer Probably before they even received the insurance money.
so it is always the sellers responsibility.
pay pall will side with the buyer here, there is no other option in the matter.

the seller gave an opt out option for insurance to make the price more attractive so they manage to get more sales. The risk they took to get those more sales is that when something like this happens that they would be out of pocket.

When i sell anything i factor in the insurance cost in to the postage price. there is no opt out. The reason there is no opt out is because people would opt out. and if something happened i would have to refund or replace the item at a loss. i have only ever had 1 item lost in postage, and 1 item broken.
they were fully insured and sure enough pay pal refunded the buyers (told me i had to basically) and after that i was able to make the insurance claim.
it has NEVER been any other way.

 

[RickPlaysWarr]

the insurance should be mandatory on an order. if the item fails to arrive or is damaged on arrival that is the sellers responsibility.
if The seller thinks they can get more buyers by giving opt out of insurannce then that is the sellers issue not the buyer.

paypal should refund the money.
This company has the whole thing backwards as to who the insurance covers.
The insurance covers them from being out of pocket if this happens. Not covers the buyer, the buyer has rights.
So keep the pay pal claim going..

Think about it.
if you sold something on ebay. and it never arrived. then you said well not my problem, i gave you the option to pay extra for insurance and you said no because then it would have been too expensive. paypal will refund the buyer every time.

also the insurance money would have gone to the seller, the seller would have had to make the claim. and from there on the seller would have to reimburse the buyer Probably before they even received the insurance money.
so it is always the sellers responsibility.
pay pall will side with the buyer here, there is no other option in the matter.

the seller gave an opt out option for insurance to make the price more attractive so they manage to get more sales. The risk they took to get those more sales is that when something like this happens that they would be out of pocket.

When i sell anything i factor in the insurance cost in to the postage price. there is no opt out. The reason there is no opt out is because people would opt out. and if something happened i would have to refund or replace the item at a loss. i have only ever had 1 item lost in postage, and 1 item broken.
they were fully insured and sure enough pay pal refunded the buyers (told me i had to basically) and after that i was able to make the insurance claim.
it has NEVER been any other way.

What happened after all that? I really wonder if he got his money/package back!

Hi Guys.

Well its been exactly a month since I ordered from those dirt bags at Performance PCs. I filed my claim with PayPal on the 25th, 20 days after. The claim is in "Being Reviewed by PayPal" status still. So no movement. I managed to scrape some money together and ordered some of the parts directly from EK. I know it costs more in postage, yet I want to deal with a reputable company. Will never ever order from Performance PCs. Even if they actually wanted my business after this appalling experience.

Thank you much for your support, looking forward to posting an actual build log once my CaseLabs case comes (two weeks delayed) and my WC parts from EK

--Rick--

 

[RickPlaysWarr]

Hi Guys

So there is a happy ending - my wife just told me that DHL just dropped off my Water-Cooling parts I ordered from EK. Amazing what a good company can do 3 days from Europe to my door in California. Since the CaseLabs X2M arrived yesterday afternoon, build is going to start soon.

As far as PayPal and Performance PCs - still no movement on my claim so am still out $468

Thank you all for your support

--Rick--

 

[Dicehunter]

Hi Guys

So there is a happy ending - my wife just told me that DHL just dropped off my Water-Cooling parts I ordered from EK. Amazing what a good company can do 3 days from Europe to my door in California. Since the CaseLabs X2M arrived yesterday afternoon, build is going to start soon.

As far as PayPal and Performance PCs - still no movement on my claim so am still out $468

Thank you all for your support

--Rick--

The company I work for now and then used FedEx a few months ago for the first and last time as they were 3 weeks late, With an overnight order.....

This is why I only use DHL myself as you really cannot beat German service.

 

[NeverBackDown]

The company I work for now and then used FedEx a few months ago for the first and last time as they were 3 weeks late, With an overnight order.....

This is why I only use DHL myself as you really cannot beat German service.

Never had a problem with any delivery service. I have used the main 3 in the US countless times and never had anything late. Half the time I get them couple days before estimated delivery and at 9:00 in the morning. If you ship international then you are bound to run into problems I would guess