Just thought I'd give my feedback on after-sales care with pixmania, I had various issues, so I'm including the text of the email I had to send to a boss at fotovista. I had a call from someone at pixmania, but am still awaiting a refund!
I'm hoping you can help me resolve a problem I have in getting a replacement fridge freezer for my faulty LG one, purchased through Pixmania.co.uk on 15/01/2008. I retuned home from hospital after spending 6 weeks there with my 2 year old daughter who underwent major heart surgery, to find that my fridge had broken down. Thinking that's just great, it's probably out of warranty, I was pleased to find out that LG has a 2 year warranty on refrigeration. So, I called LG who arranged for a company to fix the fridge. To cut a long story short, after more than 3 months of problems, the fridge freezer was eventually declared unfixable. LG have sent me a letter, a copy of which is enclosed, stating that I am 'required to contact the retailer from whom you purchased the original product' and they will 'arrange a replacement product for you'. The letter includes an uplift reference number so that pixmania can be reimbursed directly by LG.
Anyway, firstly I contacted pixmania customer services and was told that I only had a one year warranty with pixmania and that LG had to replace the item. I then contacted LG again who insisted that pixmania had to replace the item and then claim the money back from them. I then phoned pixmania again who helpfully gave me a number to phone to do with currys, white goods. I phoned the number and after about 10 minutes talking to an automated machine and it getting the purchase date of 2008 mixed up with 1985 I ended up being forwarded to the same LG number I had already phoned!
So again I phoned pixmania, who once again gave me another phone number to dial to do with warranties, they were unable to help again and said to phone LG! So, I phoned LG and had a lengthy conversation and they are adamant and made clear that pixmania must replace/offer an alternative to the fridge and then they can reclaim the money from LG with the letter.
Armed with this information, I attempted to phone pixmania again, but after being put on hold for 20 minutes my phone ran out of credit (after topping it up with £10 before making any phonecalls)!
Hence, I am here, trying to get somewhere. I have 6 children, have already had to buy a small fridge and freezer to tide us over for the last 3-4 months, and saw this letter as the solution to our problem. But nobody has a clue about warranties at the pixmania aftersales team. My daughter is due to have more surgery on Monday to have a gastrostomy peg inserted, and I really wanted to have this sorted out before then.
Please can you help me? I have attached a copy of the letter from LG.'