Premiumcollectables (PC) (Australia) feedback

So I would like to provide some info for those members that may feel they are getting a screw job from PC

A direct cut and paste put in italics (poor grammar and syntax included) of their "T's & C's" state:

SECTION 20- PRE ORDERS
A Preorder is an item that has not yet come into stock, but you can pre-purchase it to secure your piece. paid up front 100% and are then shipped out to you as soon as they arrive without you having to do anything further. It Is a contract of sale between Premium Collect and 'you' the customer.

it is non-refundable. If you change your mind or wish to cancel, you can apply this against another product or simply maintain a store credit until you find another item that you want.

End Quote

DO NOT GET SUCKED INTO THIS ILLEGALITY

Consumer law specifically states:

When you can cancel a service
If you have a*major problem with a service*or a minor problem that can't be fixed within a reasonable time you have the right to cancel a service contract, when it is:
provided with an unacceptable level of care and skill
unfit for the purpose you asked for
not delivered within a reasonable time when there is no agreed end date.

I'm not here to stir the $h!t storm that most PC users are already in, but I have done my research into this considering my MP-33 has two days to ship and I have not received a shipping notice.

Know your actual consumer rights and not those put up by a business. Yes they do mention consumer law in some of their other T's & C's but it is not in relation to this particular "clause".

So that I am seen to be on the total level here with all members.............

If I receive shipping notification in the next two days I will put it up here to put some support behind them (PC), if not, then I will let everyone know how the refund goes.
I really want to provide a legitimate unbiased experience of their system when an item doesn't arrive.

Today I sent an e-mail through the correct channels according to their website today, and according to their updates on Facebook this should be replied to in 48 hours.

I would say that T&C is meant for change of mind situations. You cannot do T&C's that breach the Australian Consumer Law. Well I mean you could try but it is not going to work.

In PC's case they specifically state:

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Australian Consumer Law

I don't think they are trying to screw anyone.

...must be a big backlog, nothing on my end yet.

Knowing my luck my mp primal will be the very last from pc's inventory :(

My item was shipped today and comes tomorrow.

Being said my other friend had nothing yet for thrust, inferno, skywarp or grapple.

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Originally Posted by hYpNoS

...must be a big backlog, nothing on my end yet.

Knowing my luck my mp primal will be the very last from pc's inventory :(

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Or mine :p:D:eek:

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Originally Posted by Jetfire in the sky

So I would like to provide some info for those members that may feel they are getting a screw job from PC


DO NOT GET SUCKED INTO THIS ILLEGALITY

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I'm just curious, for all the huffing and puffing (without questioning the validity of the complaints) I'd like to know whether anything has ever come from anyone actually filing complaints with ACCC, etc?

I'm OK with PC, but for those that have gone this route... has it ever done you any good?

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Originally Posted by OptimusNerd

I'm just curious, for all the huffing and puffing (without questioning the validity of the complaints) I'd like to know whether anything has ever come from anyone actually filing complaints with ACCC, etc?

I'm OK with PC, but for those that have gone this route... has it ever done you any good?

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I'd be interested to find out too. Accc can only mediate which requires communication.... Yeah we all know how fantastic pc are at communicating. Hopefully the new email team (if there really is one this time) will get around to responding to accc and we'll hear about some results.
Either way, pc are going to pop up on a radar that they'd rather hadn't of and scott only has himself to blame.

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Originally Posted by Darkness

I'd be interested to find out too. Accc can only mediate which requires communication.... Yeah we all know how fantastic pc are at communicating. Hopefully the new email team (if there really is one this time) will get around to responding to accc and we'll hear about some results.
Either way, pc are going to pop up on a radar that they'd rather hadn't of and scott only has himself to blame.

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Disclaimer: I completely understand why people are annoyed, anxious, etc. when it comes to items they've pre-paid for and haven't received. Compounded by the slow/lack of communication, and uncertain ETAs.

But... I still don't see where anything illegal has occurred. You're entering into a purchase agreement for a yet-to-be-released product which has an ETA which is specified as "subject to change". The problem is language that speaks of "not delivered within a reasonable time when there is no agreed end date" as there is no specified definition of reasonable. PC isn't holding stuff in a warehouse somewhere and just not shipping yours... they are delayed getting stuff, which is (arguably) out of their control. As far as I'm aware they've had language tantamount to "ETAs are subject to change" on their products for a long time.

Anyway, like I said - I understand people's frustrations. But I also kind of think that the ACCC may try to mediate just to be helpful, but I doubt there's anything illegal that's actually occurring.

Every time I see a post on FB or here threatening legal/ACCC action I kind of find myself thinking of those times I CC:-d (fake) lawyers on correspondence I sent to companies just to seemingly make it look more official/threatening.

Accc or consumer protection in WA has no power imo whenever I needed help in legit cases. I don't think is worth the trouble and you need to lawyer up if you want to make your case more sense of purpose.

My advice is if you not happy with pc just buy elsewhere and be done.
There are definitely pros and cons buying from pc so you need to weigh up which is more important to you.

Pc stated that they have a new team on customer service, I am hoping this improves a lot:

Griffin: suggestion.

Edit: this was just my [bad] attempt at comic relief given the way this thread repeatedly descends. No offense intended.

http://i.imgur.com/mgcpoPA.png

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Originally Posted by OptimusNerd

Disclaimer: I completely understand why people are annoyed, anxious, etc. when it comes to items they've pre-paid for and haven't received. Compounded by the slow/lack of communication, and uncertain ETAs.

But... I still don't see where anything illegal has occurred. You're entering into a purchase agreement for a yet-to-be-released product which has an ETA which is specified as "subject to change". The problem is language that speaks of "not delivered within a reasonable time when there is no agreed end date" as there is no specified definition of reasonable. PC isn't holding stuff in a warehouse somewhere and just not shipping yours... they are delayed getting stuff, which is (arguably) out of their control. As far as I'm aware they've had language tantamount to "ETAs are subject to change" on their products for a long time.

Anyway, like I said - I understand people's frustrations. But I also kind of think that the ACCC may try to mediate just to be helpful, but I doubt there's anything illegal that's actually occurring.

Every time I see a post on FB or here threatening legal/ACCC action I kind of find myself thinking of those times I CC:-d (fake) lawyers on correspondence I sent to companies just to seemingly make it look more official/threatening.

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You say yoy understand peoples sentiments yet follow with a post referring to the feedback being bitching and moaning. Nice, you may have known what you were walking into and happy to pay less and wait for however long is required with no updates or answers to your emails, but that doesn't mean everybody is like you and this feedback thread for pc is a reflection of that.

The product has a release date that is subject to change which is set by the manufacturer not pc.

A reasonable time is subjective, though to help better determine what is reasonable, work out the avg fulfilment time of other stores that sell similar product against pc's, and you see why people often feel they've waited too long to have a preorder fulfilled.

No illegal act has to have taken place for a claim to be lodged with accc. No illegal act has to have taken place for the matter to come before small claims either. All that has to be shown is that pc haven't fulfilled their obligations in a reasonable time or manner to the customer or failed in one or more aspects of their terms and conditions. The fact that their batch style shipping being cause for very lengthy delays isn't mentioned in their terms and conditions will only go further in favour of the customer lodging a complaint.

People are approaching accc because they've paid their money in full and have since waited well after the manufacturers release, had their queries ignored, requests for a refund ignored, an approved refund not paid weeks after approval, received no updates, been blocked on pc page etc.

Yes people will come here and huff and puff as you put it, they have every right to and can you blame them? But don't think that for all their huffing and puffing there won't be those that'll blow.

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Originally Posted by Darkness

You say yoy understand peoples sentiments yet follow with a post referring to the feedback being bitching and moaning.

The product has a release date that is subject to change which is set by the manufacturer not pc.

A reasonable time is subjective...

No illegal act has to have taken place for a claim to be lodged with accc...


Yes people will come here and huff and puff as you put it, they have every right to and can you blame them? But don't think that for all their huffing and puffing there won't be those that'll blow.

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My sincere apologies... the "bitching" part wasn't really aimed at the recent comments (and certainly not specifically at yours), but more as a general note about the way this thread tends to descend (repeatedly). I do understand people's negative sentiments, I simply don't share them.

And my comment/questions about actually going to the ACCC wasn't about throwing down a gauntlet of any kind... it [started] as a sincere question about whether anyone has gone that route and actually seen any type of resolution? It gets thrown out there a lot, but I have yet to hear of anyone actually coming back with a positive/negative result.

I've lost faith in PC and have decided not to place any more preorders with them. But I still have my own list of pre-ordered toys that I'm waiting for (as I'm sure many other dissatisfied customers do as well). I JUST want PC to honour their deals and deliver these products... hopefully before they go under so that collectors don't get screwed over by making financial losses as unsecured creditors. :( My ex-gf went through something like this as a One.Tel customer, and this is eerily reminding me of that era. I sincerely hope that I'm wrong about all this.

PC is a sole trader business not a company so very different. Scott would need to declare bankruptcy before we get into the realm of being unsecured creditors.

Talk like PC is going under and becoming an unsecured creditor helps no one but fan fears that are not supported by fact.

Yes there are a lot of us waiting on pre orders but is there any evidence yet that PC will not deliver or are in financial trouble?

From the sounds of it they aren't in financial trouble but I am starting to think they are ignoring the customers that aren't in the vip club or that dont pay the express service fee.
Honestly unless they turn things around I'm leaning the same way as Goki and no amount of $20 vouchers (which by the sounds of it most of us should be getting, but probably wont) will make up for excessive delays and radio silence, especially when some of us are waiting on figures that other buyers got months ago (like MP Inferno & Thrust to use drifand's example).
I notice that PC hasn't even come here (at least with the store account) for 2 months either so it really is feeling like they have abandoned this community.
If you look at all my other posts on the mater I have been a firm supporter of PC so this isn't coming from a place of panic or unreasonableness, it's coming from enough being enough and being fed up with a rapidly degrading service

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Originally Posted by DarkHyren

From the sounds of it they aren't in financial trouble but I am starting to think they are ignoring the customers that aren't in the vip club or that dont pay the express service fee.
Honestly unless they turn things around I'm leaning the same way as Goki and no amount of $20 vouchers (which by the sounds of it most of us should be getting, but probably wont) will make up for excessive delays and radio silence, especially when some of us are waiting on figures that other buyers got months ago (like MP Inferno & Thrust to use drifand's example).
I notice that PC hasn't even come here (at least with the store account) for 2 months either so it really is feeling like they have abandoned this community.
If you look at all my other posts on the mater I have been a firm supporter of PC so this isn't coming from a place of panic or unreasonableness, it's coming from enough being enough and being fed up with a rapidly degrading service

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Trust me, and take my word for it VIP or not its the same comms level.

I have a friend who has missing orders so I can see if there are differences.
Talks about going under is bad and should not be brought up as it causes stupid panic making people demand for refunds when goods maybe in mid way and this can cause the company issues.

I genuinely still support PC but I have said there has been many dissatisfied customers and they need to wake up and rebound from it. Last year, most items are never this late.

My feedback is when PC stated the MPs limitation to 3 per customer and even less for exclusives and even limiting runs. I don't expect people here to be still waiting on Thrust nor Skywarp, or inferno or Primal at this stage, even by boat, and this is because my orders from Takara mall was shipped by boat and arrived long last year. If there are issues with this supplier they are dealing, is better that they state what the issue is than let it snowball.

PC made a lot of statements about Megatron and additional hands for this product, I really hope this does not become a Ramjet issue.

on the positive, I just received my item from PC which was shipped yesterday to WA so it was just one day wait from QLD. The Negative was I needed to prompt PC that the item is in stock and I am still waiting, I am not sure why their system didn't flag it as the item was in stock for over a week.

FYI it would have been nice to just acknowledge the query by stating the item is now shipped, thanks for your patience etc.....it would reflect to your customer base that you guys care and are doing your best.

Seen your comment on the pc post goktimus. Now you feel the same anger and frustration like myself and a growing number of others do.

It's not about "bashing" pc for the fun of it, it isn't fun. The so called bashing is more being critical about pc and stating the flaws of their operations and pointing out the contradictions of what they say and do from our own personal experiences in the hopes that other collectors are better informed before choosing or continuing to buy from pc. It is in one way or another feedback.

Think about what if pc were a ebay store. What kind of feedback score do you think they would have? I reckon it would be pretty poor. So, do you buy from ebay stores with a poor feedback score? Would anyone buy from a ebay store that had the kind of feedback we're seeing in this thread? So why do people keep going back for more?

Scott came here and used this group like he has others to lift his business off the ground. Made you feel special a few times by offering exclusive deals to otca members too. Now that he's got what he came for, your business, he's pulled away from otca and moved on. Don't worry guys, he still reads your comments so best keep up supportive appearances.

You can start buying from elsewhere, but unfortunately you're still caught in the pc web until all your current preorders are fulfilled. It's frustrating knowing that this can take months to accomplish before you can go back to the way it used to be where you'd pay and a store delivered with no fuss.

^ mate please just stick to feedback. we don't want another closed thread.
cheers.

Practice what you preach

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Originally Posted by Darkness

Practice what you preach

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Back to feedback and try stay objective...

Coming up on 48 hours since my email to them. Doesn't look promising on a reply but to be fair it did have 5 separate queries in it.

As an fyi I am also also vip member and still waiting on inferno, Primal, tr sentinel prime, ft Willis (that one bugs me) and even more. Safe to say VIP do not get special treatment over communication or even postage (well not on older orders anyway).

Irrespective until they tell me they can't fulfil an order I will keep supporting them.

So how many people are owed a $20 voucher?

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Originally Posted by Raider

As an fyi I am also also vip member and still waiting on inferno, Primal, tr sentinel prime, ft Willis (that one bugs me) and even more. Safe to say VIP do not get special treatment over communication or even postage (well not on older orders anyway)

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Fair enough. I'm not sure if that doesn't make it worse that they are ignoring basically all their customers then.
I also have a feeling that the whole "we will respond in 48 hours or you get a voucher" thing means after they clear the backlog of emails, but whether they will do that any time soon (or give out vouchers at all) remains to be seen

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Originally Posted by Raider

Back to feedback and try stay objective...

Coming up on 48 hours since my email to them. Doesn't look promising on a reply but to be fair it did have 5 separate queries in it.

As an fyi I am also also vip member and still waiting on inferno, Primal, tr sentinel prime, ft Willis (that one bugs me) and even more. Safe to say VIP do not get special treatment over communication or even postage (well not on older orders anyway).

Irrespective until they tell me they can't fulfil an order I will keep supporting them.

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Ft Willis...:confused: that ship has sailed long ago and prob gonna end up being your unfulfil since it's pretty much sold out @ 99% of the stores globally from USA to Europe to Asia, not even the largest TF distributor / store in china has that anymore.

Some odd 1% stores in asia may have some leftover but those are far and few between.

If you need ft Willis give me a pm and I will check it out for you

My friends query was not answered within 48hrs so not sure how it goes.

I had an old query answered which was no longer any use.

I sent an email asking about my Inferno/Grapple on Thursday so I'll see if I get a response on Monday about it

Did anyone get any responses to old emails or anything yet?

Considering sending another 50 emails about my mp primal/megatronia/cheetor/whatever else I've forgotten.

...oh wait April fools doesn't work like that does it, well I'm gonna start emailing them every 48 hours starting from Monday night if I don't get anything shipped or a response.

Hey Guys, I've got two pre-orders with PC. Should I be worried? After reading some of the things that have been said here, I'm starting to wonder if maybe I should be ordering back-up figures from somewhere else in case PC doesn't come through. Thoughts?

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Originally Posted by hYpNoS

Did anyone get any responses to old emails or anything yet?

Considering sending another 50 emails about my mp primal/megatronia/cheetor/whatever else I've forgotten.

...oh wait April fools doesn't work like that does it, well I'm gonna start emailing them every 48 hours starting from Monday night if I don't get anything shipped or a response.

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You'll rack up a heap of them sweet sweet credit$ in no time :rolleyes:

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Originally Posted by hYpNoS

Did anyone get any responses to old emails or anything yet?

Considering sending another 50 emails about my mp primal/megatronia/cheetor/whatever else I've forgotten.

...oh wait April fools doesn't work like that does it, well I'm gonna start emailing them every 48 hours starting from Monday night if I don't get anything shipped or a response.

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I did get a response for an old issue but it's pretty much done and dusted long ago.

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Originally Posted by talyn8

Hey Guys, I've got two pre-orders with PC. Should I be worried? After reading some of the things that have been said here, I'm starting to wonder if maybe I should be ordering back-up figures from somewhere else in case PC doesn't come through. Thoughts?

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I know of people who are doing just that. You'll most likely get your figure either soon after official release, or depending on your place in the queue months later.
What is about to happen to raider regarding ft willis is not common, but happens more often than it should.

Just don't place any more orders with pc till you see how your first two orders play out, and then decide if your happy waiting indefinitely without no clue as to when, or if you'd rather pay a little more for consistently good service and peace of mind from elsewhere. By paying more i actually mean paying a regular price.

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Originally Posted by drifand

If you need ft Willis give me a pm and I will check it out for you

My friends query was not answered within 48hrs so not sure how it goes.

I had an old query answered which was no longer any use.

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Thanks mate. Hopefully I will hear back from them soon. I'll let you know if I need your assistance with Willis.

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Originally Posted by talyn8

Hey Guys, I've got two pre-orders with PC. Should I be worried? After reading some of the things that have been said here, I'm starting to wonder if maybe I should be ordering back-up figures from somewhere else in case PC doesn't come through. Thoughts?

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This is something that I've started doing. I went ahead and purchased Sixshot from TRU as I'm still waiting for my PC pre-ordered one to arrive. I've also got alternative plans to get my next couple of MPs, and I'm going to buy Trypticon on sight when I find him in stores. I've been doing this with Hasbro figures for the past year and I've recently decided to do it with MPs.

I've decided not to make any more orders with PCs because buying toys twice is expensive. Even if I sell the spares later on, I'm still out of pocket for quite a long time in between. :( Plus some of these spares can be hard to sell ... I'm not even game to put Sentinel Prime on my sales thread yet as the toy is still readily available in stores. *sigh* I just want to see the rest of my PC orders fulfilled and wash my hands of this cumbersome business. PC's prices are usually not much cheaper than their competitors anyway, and even if they are, I'd rather pay a bit extra for fast and reliable service. I might feel differently about PC if they only charged me when the toys are shipped and thus giving me the option to cancel preorders easily. If a store is going to charge me upfront then I'd expect better service since I've already paid for the damn thing.

Btw. I feel it only fair to point out that the 48 hour reply deadline or $20 started this morning. Wednesday till yesterday was about training new cs team.

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Originally Posted by Verno

Still waiting for Cheetor. Being one of the first to pre-order obviously doesn't mean a thing.

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Same here. I'm sure I got in among the first orders. Still unfulfilled.

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Originally Posted by Darkness

Btw. I feel it only fair to point out that the 48 hour reply deadline or $20 started this morning. Wednesday till yesterday was about training new cs team.

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I thought Wednesday already started hence it should be a credit at this stage.

My bad. They stated that the new email team will be responding to emails from wed the 29th. All emails and contacts still unresolved for this month (I'm assuming scott means march and no further back) will be first priority of the team, and then we will start our 48 hour promise, a reply to your email query within 48 hours or $20.

So until the new email team have dealt with all of the march emails, there is no 48 hour reply or $20. Emails since Wednesday aren't eligible to the promise made by pc, and neither will any emails be until pc decide to tell us so. Waiting for this to start could take as long as.... well.... ummm... waiting for anything else from pc i guess.

Thing is, would you use the $20 store credits? I'd rather they sort out those unanswered emails and delayed products. I've items that were released in China 3rd quarter of 2016 and still no news from PC. They were never this late previously ( max 2 months after street release) so I'd give them every chance to sort things out. But until then I'll hold off on further purchases.

Just resend my email about the Blaster refund... the clock starts now! :p:p

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Originally Posted by aching878

Ft Willis...:confused: that ship has sailed long ago and prob gonna end up being your unfulfil since it's pretty much sold out @ 99% of the stores globally from USA to Europe to Asia, not even the largest TF distributor / store in china has that anymore.

Some odd 1% stores in asia may have some leftover but those are far and few between.

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Willis is still readily available on ebay.

I'm with Gok on this one... I have over $500 in preorders dating from Sept 16 - still waiting on these.

Most of my previous orders have come eventually. I had one bot not come through - Fanstoys Kickback. There was no explanation, just a refund given... pretty poor given that I waited quite some time for it, and could have gotten it elsewhere during that time.

All other orders had come through after a long wait.

I will not be making any more orders. Just want to get my existing ones fulfilled so I can move on from this.

Waiting on MP Megs, FT Kup, MP Grapple, Has Sixshot and Has Megs...