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Farnell - non-UPS delivery method for non-UK customers??? Disappointing!!!

Former Member

Hi All,

     I received today an email stating that my Raspberry PI was dispached. Immediatelly I called the customer service asking for a delivery date (I supposed that it would be delivered by the parcel service UPS - as stated in my order and in my invoice too.). It was very disappointing  to hear from the customer service agent, that my RP would be delivered by a standard mail service and it would take another 3 weeks... I have asked then for a discount from the delivery price, due to the fact, that (according to my opinion) Farnell is breaking their rules of conduct and they are misleading the customer... At the time of order placing they are stating, that the delivery method is UPS, the same on the invoice... I agree with that and place the order. Then, the reality is different...

     Anyway, I was told by the first service agent, that it's not important how it arrives, it's important it arrives.... (WTF?) What's that? Interesting customer service agent training... The second agent has sent me the email writing that if I don't agree with that, I can reject the delivery and money will be refunded...

 

    So, folks and Farnell:

 

    1. Am I too naive when I expect, that if there's stated the delivery method UPS, it's on the order & invoice too, it's paid for that it'll be delivered by UPS and not by a Post Office???

 

    2.Why I don't receive any discount/compensation when the vendor doesn't deliver (now I'm meaning the delivery method) what he declares while doing business?

 

Thanks a lot for your views...

 

Pavol

Parents

  • Hi Pavol, thanks for your questions.  We’re sorry if there has been any confusion with regards to shipment method in Europe. We’ve published openly our pricing grid structure including the delivery and taxes that everyone would be charged. You can find it still available here:  http://www.element14.com/community/docs/DOC-43546/l/updated-27-march--raspberry-pi-pricing-update. It shows for each country the price and delivery costs in the relevant currency. You will have been invoiced at the new lower price  based upon delivery via Royal Mail international.

     

    We’ve contacted Farnell export on your behalf, and a representative should be in touch with you today. If not, please feel free to Private Message us again.

     

    Thanks again,

     

    Farnell element14 Raspberry Pi Customer Support Team

  • in reply to Former Member

    Dear Support,

    thanks for the answer, but it's not explained there, that the Royal Mail will be used instead of UPS. Thanks for contacting Farnell export on my behalf, but I think nothing is needed anymore, I've been already invoiced with lower price (lower than mentioned in http://www.element14.com/community/docs/DOC-43546/l/updated-27-march--raspberry-pi-pricing-update)

     

    I don't know who e82492184 (maybe Farnell agent? image ) is but I like his experience anyway!

     

    MY PERSONAL CONCLUSION:

         if the Farnell support (when called by me immediately after being invoiced, or here in the thread a couple of days ago) would clearly stated as done in e82492184 case: "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...  I'd accepted it as a correct answer having no more questions and even more: if Farnell delivers a t-shirt to me (as requested as well at that time) I would become the happiest man in the world image

     

        BUT: WHY DON'T YOU (FARNELL) COMMUNICATE SUCH AN IMPORTANT FACT:


    "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...

     

    IN YOUR OFFICIAL UPDATE??? It would be clear for all once forever and this thread would not exist image

     

    This is my first experience with Farnell service. I'm eager to see how it'll end up (my RPi is still on the way)... I hope in happy end and believe, that this thread will become a use case for further  Farnell Support Center quality improvement process. Thanks a lot to all, I believe, that till September we all will have a fun with new Raspberry Pies image

     

    I wish a really nice summer time to all!

     

    Best regards,

     

    Pavol

     

    P.S: Dear Customer Support, can you contact Farnell export on my behalf and on behalf of e82492184's friend and ask them to send us that nice Raspberry Pi t-shirt as a little satisfaction for this misunderstanding? You have already got my details, maybe e82492184 can provide those of his/her friend.

Reply
  • in reply to Former Member

    Dear Support,

    thanks for the answer, but it's not explained there, that the Royal Mail will be used instead of UPS. Thanks for contacting Farnell export on my behalf, but I think nothing is needed anymore, I've been already invoiced with lower price (lower than mentioned in http://www.element14.com/community/docs/DOC-43546/l/updated-27-march--raspberry-pi-pricing-update)

     

    I don't know who e82492184 (maybe Farnell agent? image ) is but I like his experience anyway!

     

    MY PERSONAL CONCLUSION:

         if the Farnell support (when called by me immediately after being invoiced, or here in the thread a couple of days ago) would clearly stated as done in e82492184 case: "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...  I'd accepted it as a correct answer having no more questions and even more: if Farnell delivers a t-shirt to me (as requested as well at that time) I would become the happiest man in the world image

     

        BUT: WHY DON'T YOU (FARNELL) COMMUNICATE SUCH AN IMPORTANT FACT:


    "it was decided at a later stage, because of the amout of packages that UPS was unable to ship, but the mention of UPS was kept in the system"...

     

    IN YOUR OFFICIAL UPDATE??? It would be clear for all once forever and this thread would not exist image

     

    This is my first experience with Farnell service. I'm eager to see how it'll end up (my RPi is still on the way)... I hope in happy end and believe, that this thread will become a use case for further  Farnell Support Center quality improvement process. Thanks a lot to all, I believe, that till September we all will have a fun with new Raspberry Pies image

     

    I wish a really nice summer time to all!

     

    Best regards,

     

    Pavol

     

    P.S: Dear Customer Support, can you contact Farnell export on my behalf and on behalf of e82492184's friend and ask them to send us that nice Raspberry Pi t-shirt as a little satisfaction for this misunderstanding? You have already got my details, maybe e82492184 can provide those of his/her friend.

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