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

______________________________________________________________________________________________

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.

______________________________________________________________________________________________

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

______________________________________________________________________________________________

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

______________________________________________________________________________________________

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?

Check out my website!

Just trying out writing my own webspace. Publishing to Blogger is a bit tedious.

Hi everyone,

I just updated my website and thought you might want to check it out. To visit, just click on the links below or paste the URLs into your browser.

Site http://web.me.com/mc_dermotts
Games Blog
Archive

Take a look and let me know what you think!

Made on a Mac

The Costa Complaining

Anyone who has read my Twitter Feed will know that I am a little obsessed with Coffee.  Costa is currently my favourite of the big chains.  As a fan of good service, good coffee and contractual consistency, despite having many other things to think about, I have recently become embroiled in a Costa related customer services shambles. You may be amused, and ultimately heartened, by the ensuing email chain……

________________________________________
Dear Customer Service

I currently use the Costa Coffee shop in Chineham near Basingstoke. I have a local 10% discount card that is valid for 1 year (sponsored by destination Basingstoke) and I have been using it for sometime. I recently got the new Coffee Club card in Oxford and decided to use it at the Chineham shop. Some staff have allowed it and some have not, on one occasion the response was quite terse – strange since the card is supposed to engender loyalty I thought – and so I called the customer services number on the card. I was informed that there was no problem with both cards being used simultaneously. When I told the staff at Chineham they did not believe me so I have mostly just ignored the card. This week one of the staff asked if I had the coffee club card and I replied I do but you won’t let me use it, he invited me to hand over my card and applied both the discount and the club card. The next visit this action was stopped by another member of staff, I explained that I really wasn’t bothered whether they scanned the card or not, as a regular customer it is important for me not to fall out with them and feel uncomfortable visiting the branch. I pointed out that I had called the customer services and been told that they can use both cards. Today she told me she had also called customer services and been told that she was correct and they should only accept one discount card. Promptly asking me which one I wish to use – the PERK card is 10% discount and the Coffee Club is 5% - my answer is obvious really. May I ask that you answer in writing which of the advice is correct?

Kind regards

James

Costa Fan

________________________________________

From: Natalie.OHara@Whitbread.com [mailto:Natalie.OHara@Whitbread.com] On Behalf Of Costa.Coffee.Club/Whitbread@Whitbread.com

Sent: 28 April 2010 15:54

To: McDermott, James

Subject: Re: Confusion

Thank you for your email to Costa Coffee. I apologise for a delay in a response.

I can confirm that you are unable to use both discounts together, as per the terms and conditions.

I apologise for any inconvenience.

Kind regards

Natalie O'Hara

Whitbread Guest Relations Team

________________________________________

Thank you Natalie.

May I ask to which clause in the terms and conditions you are referring?

Kind regards

James

________________________________________

Hi Natalie,

I have not received a reply yet to my email. I have reviewed the terms and conditions that are published on the website and I cannot see which clause restricts the use of the card. Can you help?

Kind regards

James

________________________________________

From: Lyn.Rolland@Whitbread.Com [mailto:Lyn.Rolland@Whitbread.Com]

Sent: 26 May 2010 13:41

To: McDermott, James

Subject: LR

Dear Mr Mcdermott,

I would just like to update you on the below. having looked into this in depth. Unbeknown to us, the terms and conditions should have been changed when we launched the card nationwide. I don't know if you were aware that we were trialing it in Scotland for a year, but we never changed the terms and condtions during the trail as we really did not know if the scheme would be a success. I therefore apologise for the confusion that has been caused. You will see now that the terms and conditions have been updated.

I am aware that you therefore lost out on some discount that you may previously been entitled to therefore I would like to add 200 points to your Costa Card if you would be so kind as to forward the full card number.

Regards

Lyn

Guest Relations Costa

________________________________________

From: McDermott, James

Sent: 26 May 2010 14:13

To: 'Lyn.Rolland@Whitbread.Com'

Cc: 'mc_dermotts@me.com'

Subject: RE: LR

Dear Lyn

Thank you for your response. The 200 points is very much appreciated. I was not aware of your trial in Scotland but I am glad Costa has now settled on terms and conditions for this loyalty card scheme that are consistently applied and communicated to all of the branches and franchises.

I do realise that managing the franchises with a central global brand must be a significant undertaking but as a regular user of Costa I am consistently disappointed with the response when I present any of the discount cards. I stopped at the M4 services franchise on Sunday and the response to my polite question about if they took the card was dreadful, in your role as guest relations you would have cringed. Thankfully the coffee was fantastic!

Thank you again for responding to my question.

James

Costa Fan