Premiumcollectables (PC) (Australia) feedback

[xlojnr]

i asked them about if there was a reason why it had taken over a month to send out an item that was advertised as "in stock", and if there was an expected timeframe.

they sent out the order on Friday, which negated the need for a response.

[Ploughmans Lunch]

Yet to receive a response to my emails.

[Borgeman]

I sent an email on September 24th, to which I did not receive even an automated response or a ticket number.

I'm forwarding them that email again today, with some fresh queries to boot. Let's see what happens this time.

Edit: got an auto response within 5mins this time - #3849

[1AZRAEL1]

Got my SG Prime. Quite a happy chappy again with their service

[Ploughmans Lunch]

Edit: got an auto response within 5mins this time - #3849

I'm barely even getting automated responses now.

[drifand]

I'm barely even getting automated responses now.

I just sent one as in 5 mins ago, have the auto response. But that aside, some of my queries are not answered < as in when they asked to resend.

It appears Zippay option is now taken off

[Ploughmans Lunch]

Sentinel Prime was bought mid-2016 (I think?) from PC - I’d emailed them to ask for it to be added to another order, so when they sent an invoice through it qualified for 100 club shipping, therefore no charge. I paid. The order is #7985.
The timeline so far is this-

6 Nov: sentinel update requested, number 586 given
7 Nov: All stock not yet received, more coming ‘this month’ (november)
7 Dec: Update asked, given number 1865, no response
12 Dec: Update asked, also asked for refund potential (should have done this).
13 Dec: 1865 updated with "your order has a note from the owner, not to send it on it;s own as it was stacked to avoid postage.we have been advised it can ship with postage , or ship when another item comes in. that qualifies for postage
Customer Service”
Same day i asked for it to be attached to “next order”. so far there have been a number of orders sent out but Sentinel has not been attached to any.
30 Dec: emailed, received number 2713
11 Jan: update requested. No response.
17 Jan: refund requested. No response
Jan 23: emailed regarding sentinel prime/expected time/which order it can be attached to/what my actual options are. I also asked regarding another order (several TT Legends figures in different waves and if I can guarantee there will be appropriate stock allocated/etc, as I’m worried about only getting like 4/5ths of my order. There is precedence here) given number 3339
Jan 31: email regarding orders
Feb 7: followup to email, received number 3841
Feb 8: followup email (with content of 31 jan email) sent, no number received. (sent in case original email content did not get through)

If PC finds this disagreeable or wishes to contest this, that’s fine. But what I want is not unreasonable. I know that this isn’t an official channel for PCs customer service nor am I entitled to a reply on here - that being said, I am completely out of options as Facebook does not work and they can’t seem to either get nor reply to my emails. I’m at a loss.

[philby]

Latest wave of star wars black series arrived today, faster than I was expecting. The 6 figures were in 2 groups and each group was wrapped in paper then the whole lot was protected again. Pretty happy with this one 🙂

[Sinnertwin]

If PC finds this disagreeable or wishes to contest this, that’s fine. But what I want is not unreasonable. I know that this isn’t an official channel for PCs customer service nor am I entitled to a reply on here - that being said, I am completely out of options as Facebook does not work and they can’t seem to either get nor reply to my emails. I’m at a loss.

You're right in the sense that FB doesn't work sometimes -I've seen PC reply to some questions, the most recent being 23 minutes ago.

However, PC have deleted at least 2 FB posts that I'm currently aware of regarding follow up information and their 48 hour email turn around times on their Zip Pay post.

Thanks for the update. Regarding catching up on email replies, how is this going. Should emails sent tue 24 Jan be replied to by now. is there any other way to follow up, other than email. Phone no?

Also waiting on a email I sent out last week, as we were told older emails wouldn't get caught up on, to send a new one, wasn't it supposed to be a 48hr turnaround?

[Raider]

You're right in the sense that FB doesn't work sometimes -I've seen PC reply to some questions, the most recent being 23 minutes ago.

I believe they may randomly reply to some comments on their page but they will not respond to direct messages:


Premium Collectables
December 23, 2016 ·
*NEWS* effective 1st of January 2017,
the facebook messenger service will be deactived.
unfortunately the service is proving to not be effective in terms of customer satisfaction, as we cannot answer many order related questions and this delays a response to the query from the Customer Service Team, Creating Some Frustration and Delays
all contact must be made to cservice@premiumcollect.com.au or the online contact form, both methods arrive at the dept that can answer the queries. This Page will continue to act as normal, and if there is a simple question posed on the page our team can answer we will attempt to.