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Difficulty with Prymaxe

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#101
Prymaxe said:
Once your order is cancelled/refunded by us, the processing time is out of your our hands. We canceled and refunded his order on the 15th. We were not holding onto his money this whole time. It just happened to take a long time for his bank or credit card company to process the refund.
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Well, I actually do not want to go on with this post anymore but have to as the facts are not told as they are.

I have applied for a refund on 12th and was told that it will take just 1-2 hours (which was hard to believe even then which I did not) and then I have found out again myself by going into live chat that the refund was not even processed until late on 15th, so how does that sound?
 
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#102
DarkArchitect said:
Well, I actually do not want to go on with this post anymore but have to as the facts are not told as they are.

I have applied for a refund on 12th and was told that it will take just 1-2 hours (which was hard to believe even then which I did not) and then I have found out again myself by going into live chat that the refund was not even processed until late on 15th, so how does that sound?
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Which actually means that I could easily wait for 15 days for refund as per your rules and later learn that it was just forgotten 15 days ago....
 
#103
Quick note: I'm finding the "Epic Fail" in the title to be overly inflammatory, so I changed it to something more neutral. With all due respect to the OP, based on my experience managing threads from a number of areas (Basses, Amps, Pickups, Effects) with more widespread issues, I'm making the call that this isn't at the epic level right now.

Also, I appreciate the participation of @Prymaxe! Cool cool.
 
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#104
smperry said:
Quick note: I'm finding the "Epic Fail" in the title to be overly inflammatory, so I changed it to something more neutral. With all due respect to the OP, based on my experience managing threads from a number of areas (Basses, Amps, Pickups, Effects) with more widespread issues, I'm making the call that this isn't at the epic level right now.

Also, I appreciate the participation of @Prymaxe! Cool cool.
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Thumbs up for the change of topic @smperry , no objection to that at all.
And the reason of the topic is, maybe, we all can make a way out of this, it's for all's benefit, to find a way, because all would want to buy cheaper if they can, why not? But then again, it has to be provided within the good business practice...
 
#105
and maybe to make things cool down a bit @Prymaxe

I have received my baby and it is really nice, working fine, I have tried all knobs and no problems, so thank you for that, delivery was fast, though the process itself was not.
Kraken.jpg
 
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#106
Mosfed said:
So I bet you also think that money transfers actually take days huh? This isn't exactly an uncommon business practice amongst volume retailers - it can make a huge difference in cash flow. I have a US credit card and US address in addition to being international and Prymaxe double charged me twice for merchandise and each time held my credit hostage for as much as 4-5 business days. We are going back almost 3 years at this point but I didn't give them a third chance.
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Anecdotal evidence is not enough to make broad accusations about a business in my opinion, especially accusations that could significantly affect a vendors reputation on one of, if not THE, largest bass forums out there.

I don't know either way whether they do or don't have shady business practices. I know that when I've returned things to them, I generally get my refund 3-5 days after it arrives in their shop. I have no issues with buying things from them as I've had excellent customer service from them. I'm sorry that isn't the case for everyone. It sucks to be frustrated and overcharged and to have refunds take longer than you'd like. I totally get it.
 
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#107
DarkArchitect said:
Well, I actually do not want to go on with this post anymore but have to as the facts are not told as they are.

I have applied for a refund on 12th and was told that it will take just 1-2 hours (which was hard to believe even then which I did not) and then I have found out again myself by going into live chat that the refund was not even processed until late on 15th, so how does that sound?
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Considering the 12th was a Friday, and the 15th a Monday, this wouldn't be a cause for concern for me personally. They probably shouldn't have promised a 2 hour return on your refund, but other than that, I can't really fault them too much...
 
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#108
willsellout said:
Considering the 12th was a Friday, and the 15th a Monday, this wouldn't be a cause for concern for me personally. They probably shouldn't have promised a 2 hour return on your refund, but other than that, I can't really fault them too much...
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Fair enough and I agree to that, but the problem is that, the employee tells me that the refund is made, (would be in 1-2 hours), fine, the weekend passes, again fine, then Monday is almost over, again fine, but then having no sign of a refund that was told to be made and promised that would be in 1-2 hours, I go in the live chat in the site, and find out that the refund is not even made, waiting for confirmation from a manager, the employee does not push for it and the manager does not even know about it, so that was my case...
 
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#109
DarkArchitect said:
and maybe to make things cool down a bit @Prymaxe

I have received my baby and it is really nice, working fine, I have tried all knobs and no problems, so thank you for that, delivery was fast, though the process itself was not. View attachment 2888911
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Nice. Curious what number did you get (it's on the bottom)? Think I ended up with 973 last I looked. I was saddened to not get 999 as it was so close :roflmao:
 
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#115
It's important to remember that just as someone's negative experience doesn't negate everyone's positive experiences, the same is true in reverse. Folks can chime in until they're blue in the face about how great Prymaxe is. More power to ya. My conscience is clear on the matter and I'd be more than happy for Prymaxe to post their records on my exchange. They can just PM me and I'll be happy to provide all the requested info.

I'm not on a vendetta here. I shared my experience and that's my contribution to the thread. I was refunded in full with no restock fee. I would have been much happier to pay the restocking fee and continue to be a customer, and if I had been afforded the opportunity to convey that after a satisfactory explanation on their part, it would likely be the case. Instead my experience was that of which I'd never had from a small family business, let alone a larger corporate retailer. My fellow TB'rs can have the sweet deals. I'll happily pay more elsewhere. I guess that makes me a fool.
 
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#116
Well, my suggestions @Prymaxe and maybe Lauren can pass onto Steve, though I told him the same things at those patient times and I am far from being an IT guy, though I think this is not rocket science and can be easily implemented.

1) The inventory and the website has to be coordinated, someway, somehow, probably best way is through software, that it will immediately update the inventory log the moment an order has been made.
2) The employees have to login with their own names, Steve, Lauren, Hans, Barbie, Action Man, whoever :) so that the customer will know whom he is talking to, if all is Steve from Prymaxe there then things will get messed up really quick.
3) The customer should get in e-mail whatever the discussion with whomever he has made, so there are tracks of such things, that will certainly bring some discipline.
4) It will be best that the employee himself / herself know as many details as possible and gives information to the Customer in case necessary, like the time frames for refunds, returns, etc.

What else? Feel free to drop in...
 
#117
DarkArchitect said:
Well, my suggestions @Prymaxe and maybe Lauren can pass onto Steve, though I told him the same things at those patient times and I am far from being an IT guy, though I think this is not rocket science and can be easily implemented.

1) The inventory and the website has to be coordinated, someway, somehow, probably best way is through software, that it will immediately update the inventory log the moment an order has been made.
2) The employees have to login with their own names, Steve, Lauren, Hans, Barbie, Action Man, whoever :) so that the customer will know whom he is talking to, if all is Steve from Prymaxe there then things will get messed up really quick.
3) The customer should get in e-mail whatever the discussion with whomever he has made, so there are tracks of such things, that will certainly bring some discipline.
4) It will be best that the employee himself / herself know as many details as possible and gives information to the Customer in case necessary, like the time frames for refunds, returns, etc.

What else? Feel free to drop in...
Click to expand...

Dude, you said there was zero chance of you ever buying from them. That means your opinions are irrelevant to them. Get it? Time to, maybe, move on.
 
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