Online Shopping

This is a salutary record of how we can all fall foul of what are apparently Internet sharks.  Recently I decided to upgrade my ageing camcorder with a newer HD version.  I had planned to use it for interviewing people professionally for a new web project and so decided to splash out on a semi-pro camera.  The first problem you encounter when buying video equipment is the NTSC/PAL issue.  For some reason, probably market protectionism, the different formats still persist.  The first few vendors who had fantastic prices and were presenting the devices as UK, when further questioning was levelled at them, admitted that they were selling NTSC products.  It was not trivial to avoid this trap.  Not wishing to have to research this phenomenon further I decided it would be safer to buy a listed PAL product from the UK and pay a premium.

With an upcoming holiday looming I looked for a supplier who had a product in stock for a reasonable price.  I researched a little about the websites that I found but eventually, evidently without sufficient research, I made the plunge.  

Please see the following email exchange:

----- Original Message -----

From: James McDermott

To: sales@provisualworld.com

Sent: Monday, July 25, 2011 3:26 PM

Subject: Order MM09HE20000442

Hi

I ordered a camcorder from you 7 days ago (order number: MM09HE20000442).  Is there anyway I can track the order.  What is its eta.  I am going away at the weekend and expected to have the device for then.

with kind regards

Jim

______________________________________________________________________________________________

On 26 Jul 2011, at 11:05, Pro Visual World wrote:

Hello Jim

Delivery is Tuesday next week

Regards
Pro Visual World


www.provisualworld.com

______________________________________________________________________________________________

----- Original Message -----

From: James McDermott

To: Pro Visual World

Sent: Tuesday, July 26, 2011 11:20 AM

Subject: Re: Order MM09HE20000442

Hi

That is really disappointing, I'm sure the item was listed as "in stock" as this was one of my criteria for choosing your firm.  Would someone be able to call me to discuss.  I shall be out of the country from Saturday 30th July for 2 weeks.  I would like to discuss

1.  Paying for accelerated delivery

2.  Collecting the device

3.  Delivery to a location in France.

kind regards

Jim

Mobile deleted

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On 27 Jul 2011, at 10:16, Pro Visual World wrote:

Hi Jim

We can arrange for delivery to immediately upon your return

Regards
Pro Visual World


www.provisualworld.com

______________________________________________________________________________________________

----- Original Message -----

From: James McDermott

To: Pro Visual World

Sent: Wednesday, July 27, 2011 12:41 PM

Subject: Re: Order MM09HE20000442

Dear Pro Visual World

Thank you for the response.

I am not sure I understand your business model, or why it takes 24 hours to get each response by email.  I'm sure there is a sensible explanation.  On the website it said the product was in stock but there was no mention of how long it would take for the delivery.  In my view there is no reason why an item in stock cannot be dispatched immediately.  I feel very let down by your service as we are about to go on an important holiday and I bought the camera specifically to record it.  Thankfully I can use my old camera that isn't HD but your failure to provide clear information has significantly disadvantaged me.

I have offered 3 reasonable solutions that all involve additional cost to me that I was willing to bear to get the device on time and you haven't even done me the courtesy of responding to them.  Instead you respond with a single sentence that can be misinterpreted.

Do you mean:

1) On my written return you will dispatch the camera to me immediately

2) On my actual return from France you will dispatch the device

If you mean (1) then I apologise sincerely and look forward to receiving the device tomorrow.  If, as I suspect, you meant (2) then I shall be returning on Saturday 13 August.  We have family staying at the house during the 2 weeks but they will be out touring during most days so it would be more convenient if it arrived on or after the 14th.

Sincerely

Jim

______________________________________________________________________________________________

On 28 Jul 2011, at 09:37, Pro Visual World <sales@provisualworld.com> wrote:

Hello James

We will arrange for the order to arrive with you on Monday 15th August

Regards
Pro Visual World


www.provisualworld.com

______________________________________________________________________________________________

On 17 Aug 2011, at 12:42, James McDermott wrote:

The product has not been delivered by 12:30 on the 17August. Is there a problem?  Please supply the UPS tracking number

Sent from my iPad

______________________________________________________________________________________________

----- Original Message -----

From: James McDermott

To: Pro Visual World

Sent: Thursday, August 18, 2011 6:38 PM

Subject: Re: Order MM09HE20000442

No response within 24 hours as promised and no product delivered.  The cash has been taken off my Visa card.

I have called

KamKorda Ltd

1 The Limes,

BURTON-ON-TRENT,

DE15 0NW

Tel : 01283 516630

www.kamkorda.com

but get the message to email this address.

Please respond as requested.

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On 19 Aug 2011, at 06:33, Pro Visual World wrote:

Your order is with PVW at Wakefield James

KK are our Logistics company

We will check your order James and email back today

Regards


Pro Visual World


www.provisualworld.com

______________________________________________________________________________________________

----- Original Message -----

From: James McDermott

To: Pro Visual World

Sent: Saturday, August 20, 2011 3:03 PM

Subject: Re: Order MM09HE20000442

Look.  What is going on?  You have had significant funds deposited to your bank account for a product that was listed as *In stock*  this was over a month ago.  If you are unable to complete this order as advertised please indicate.

http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/Situationsthatcanchangeyourconsumerrights/DG_183048

This link is to confirm to you that I understand my rights and that I am eligible for a full refund if the product hasn't been delivered within 30 days, as no delivery date was given.  I should also warn you that if I seen no progress on a delivery.  Minimum - Company name, delivery reference and confirmed date.  Then I will be making an official complaint.

Mr J McDermott

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On 21 Aug 2011, at 07:59, Pro Visual World wrote:

Hi James

Your order will be despatched to you this coming week.  The only reason for any delay has been the scarcity of this line currently

Regards

Pro Visual World


www.provisualworld.com

______________________________________________________________________________________________

----- Original Message -----

From: James McDermott

To: Pro Visual World

Sent: Sunday, August 21, 2011 12:30 PM

Subject: Re: Order MM09HE20000442

Dear Pro Visual World,

I will take your offer at face value for now.  I earnestly request that you send details to me immediately of the delivery firm but critically, the dispatch number or reference number.

I would point out that under my own interpretation of the Trades Description legislation and the The Advertising Standards Authority (ASA) code of practice, your websites are currently breaking the law.

If I do not receive the product or the details I have requested by Monday 22 August 2011, I shall be forced to take further action.  This email will be forwarded to my solicitor and to the Advertising Standards Agency in preparation for that action.  Should you comply with my request I shall withdraw the action.

Yours sincerely

Mr McDermott

______________________________________________________________________________________________

On 22 Aug 2011, at 09:28, Pro Visual World <sales@provisualworld.com> wrote:

James

Your order will arrive with you on Friday.

We will provide tracking on Thursday

Regards


Pro Visual World


www.provisualworld.com

______________________________________________________________________________________________

----- Original Message -----

From: James McDermott

To: Pro Visual World

Sent: Monday, August 22, 2011 11:33 AM

Subject: Re: Order MM09HE20000442

Dear Pro Visual World

You have failed to provide evidence that the product will be delivered or the reasonable information I have requested.  I find this suspicious given that it is now 6 weeks since you banked my money.  Having said this, I am prepared to wait until Thursday this week to see if you are good to your word and that you will provide me with details of the delivery firm and the dispatch notification.  I will postpone my notification to the Advertising Standards Authority.  I would note that you still state on your website that you use UPS as a delivery firm.  It is vital that you understand that our premises are difficult to find, only the larger firms that visit regularly know how to find us.  Please confirm that you have provided the mobile phone contact number to them.

Please inform me if you anticipate any changes to your delivery schedule.  I must warn you that should this go to court, I have saved screen shots of your website during my order process and I have stored all communications and the results of my investigations in to your organisation at companies house amongst other sources. I will state quite clearly now that if you are unable to fulfil the order as advertised please refund my money now and save us all the effort of legal action.  If however you are able to provide a Canon XA10 AVCHD HD PAL with a 12 month Canon UK warranty as advertised then please continue.

Yours sincerely

Mr J McDermott

Sent from my iPad

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Begin forwarded message:

From: Pro Visual World

Date: 23 August 2011 08:36:05 GMT+01:00

To: James McDermott

Subject: Re: Order MM09HE20000442

Your order is despatching to you this week and we will supply you with tracking later this week

Regards
Pro Visual World
www.provisualworld.com

______________________________________________________________________________________________

Anyone like to give me odds that I'll have the camcorder by Friday?

Sundays

Stood before me were three options each with their own merit each tantalising in their own way.  First, a bean plucked from the Wahana Estate in Sumatra, the worn label telling me "A strong and aromatic blend".  Second, a lighter shaded bean in a jar regularly refilled at Wallingford Tea & Coffee Company shop on Martin's Street along with the first.  A higher caffeine content producing "Arabica coffee with body, flavour and finely balanced acidity".  To these two stalwarts on my shelf I have recently added, Nairobi Java Houses' Kenyan AA, a gift from some friends who visited those distant shores this summer.  I selected approximately 30%, 30% and 40% respectively and added to the grinder.  The unpleasant noise was soon drowned out by the ringing pleasure in my nostrils of this magical blend.  I charged the portafilter and gently tamped the coffee into its bed. Loading into my Rancillo machine I switched on the water and judged the flow to produce a consummate double espresso.  I then attended to manufacturing the foamed milk essential for the breakfast cappuccino I had promised myself.  At last the many months of practice had paid off, I seemed to create the frothing equivalent of my Sistine Chapel.  I gently added the milk/foam combination to the espresso in one action and sat down.  I inhaled.  I slowly lifted the cup to my lips and drew in the first mouthful, careful to pour steep enough to get a hit of coffee. The day had started perfectly.