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triw51

triw51

Member
Joined
Feb 14, 2012
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2,062
Location
407 East Cottonwood Drive, Cottonwood AZ
I purchased the celtic starter pack which contained two antique brass and two antique pewter. When I assembled the two brass pens everything worked fanstastic. When I assembled the pewter pens one transmission came apart in two pieces and the 2nd one did not work.
My complaint is when I contacted PSI and reported the problem I was told...
"I am sending a replacement. Warranty replacements can take up to two
weeks to arrive. If you need a part immediately you can pay to upgrade
shipping, please call us by the next business day in order to do so."
(quote from email I received from PSI)

If it is a fault in the material I purchased why does it take two weeks to get replacement parts and why do I have to pay to get a better return date?

Thanks for letting me vent.
 
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That is indeed an odd policy that will predictably anger the customer who has just received a defective product. Were it me , I'd call and explain how unsatisfactory their response is. If they didn't make it right, that'd be my last order
 
They told me the same thing, but the replacements arrived in several days via USPS. Granted, I do live only a third of the way across the state from them...
 
I had an warranty exchanged from them and it also took only a couple of days. The email you received is properly a standard email they send to their customers. The two week lead time is to cover their behinds......I hope.
 
I agree it is probably a CYA email to cover the worst case (we processed your email at 4:59 Friday before a 3 day weekend, and Gertrude our returns specialist is on vacation to attend her Aunt Tilly's 5th wedding, and since you live on an island off the coast of Outer Slabovia we have to ship your order via the slowest method possible, .........)

Please keep us updated on the actual date of delivery to see if this is true.
 
...if you paid normal shipping w/the original order why would you expect premium delivery at the normal rate? The leeway was to be sure that they could even deliver the product replacement. JMHO......Be well and good luck.....Jan
 
sbell111 said:
Janster said:
...if you paid normal shipping w/the original order why would you expect premium delivery at the normal rate?
Click to expand...
I think that the logical answer to that question is because you should not need the replacement items to be delivered at all.
Click to expand...

New means new, it does not mean the items functions properly, that is why they offer free replacements of defective parts. I have had issues w/some PSI products, caused by me and still they replaced them. They ARE delivered free, UNLESS you want expedited shipping!...Jan
 
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Janster said:
sbell111 said:
Janster said:
...if you paid normal shipping w/the original order why would you expect premium delivery at the normal rate?
Click to expand...
I think that the logical answer to that question is because you should not need the replacement items to be delivered at all.
Click to expand...

New means new, it does not mean the items functions properly, that is why they offer free replacements of defective parts. I have had issues w/some PSI products, caused by me and still they replaced them. They ARE delivered free, UNLESS you want expedited shipping!...Jan
Click to expand...

I must be misunderstanding your post because it seems that you are saying that as long as they ship you something, then you should be happy, regardless of whether what they shipped you functions properly or is even what you ordered.
 
sbell111 said:
Janster said:
sbell111 said:
Janster said:
...if you paid normal shipping w/the original order why would you expect premium delivery at the normal rate?
Click to expand...
I think that the logical answer to that question is because you should not need the replacement items to be delivered at all.
Click to expand...

New means new, it does not mean the items functions properly, that is why they offer free replacements of defective parts. I have had issues w/some PSI products, caused by me and still they replaced them. They ARE delivered free, UNLESS you want expedited shipping!...Jan
Click to expand...

I must be misunderstanding your post because it seems that you are saying that as long as they ship you something, then you should be happy, regardless of whether what they shipped you functions properly or is even what you ordered. Yep, you are correct., there is a misunderstanding, maybe mine! Seems to me he was upset that they wanted more $$ for expedited shipping instead of shipping expedited at no additional charge. They're are standing behind their product w/free replacement parts just not expedited. They ship the product in good faith and are replacing the defective part(s) free of charge. That is not a bad thing IMO. Be well.....Jan
Click to expand...
 
Last edited:
Janster said:
sbell111 said:
Janster said:
sbell111 said:
Janster said:
...if you paid normal shipping w/the original order why would you expect premium delivery at the normal rate?
Click to expand...
I think that the logical answer to that question is because you should not need the replacement items to be delivered at all.
Click to expand...

New means new, it does not mean the items functions properly, that is why they offer free replacements of defective parts. I have had issues w/some PSI products, caused by me and still they replaced them. They ARE delivered free, UNLESS you want expedited shipping!...Jan
Click to expand...

I must be misunderstanding your post because it seems that you are saying that as long as they ship you something, then you should be happy, regardless of whether what they shipped you functions properly or is even what you ordered.
Click to expand...
Yep, you are correct., there is a misunderstanding, maybe mine! Seems to me he was upset that they wanted more $$ for expedited shipping instead of shipping expedited at no additional charge. They're are standing behind their product w/free replacement parts just not expedited. They ship the product in good faith and are replacing the defective part(s) free of charge. That is not a bad thing IMO. Be well.....Jan
Click to expand...
My thinking is that it's my job to forecast my needs and ensure that I have my materials when I need them. If I'm doing a good job of that, then I should be able to use standard shipping and still receive my materials when I need them. That being said, I think that it's unreasonable to forecast extra time into the initial order just in case the product is defective. At that point, the onus to correct the problem and not blow the project's deadline should be the party who is responsible for the problem.
 
sbell111 said:
My thinking is that it's my job to forecast my needs and ensure that I have my materials when I need them. If I'm doing a good job of that, then I should be able to use standard shipping and still receive my materials when I need them. That being said, I think that it's unreasonable to forecast extra time into the initial order just in case the product is defective. At that point, the onus to correct the problem and not blow the project's deadline should be the party who is responsible for the problem.
Click to expand...

I'm with you, here. If it's my fault, as a buyer, I expect to pay all costs, and am grateful if I don't have to. If it's my fault, as a seller, it goes out priority, unless it's fairly local , and I know first class will get it there just as fast. The shipping option the customer originally paid for is irrelevant.
 
Policy

Merchants have to determine what their policy will be on returns and PSI is no exception.

Many merchants require that you return the defective product befor they send you a new one. Most merchants that I deal with buying consumer goods ship replacement the same way they ship the original order (Not usually Priority Shipping). And not until the item is returned and in their hands.

Like most of us PSI does not usually require the defective item be returned (at leasst they've never asked me for one).

When we do ask for the defedtive item the buyer usually balk's about sending it. Typically when we ask for an item to be returned it's for quality purposes, we want determine if it's a one time thing or something that will keep coming back to bite us

Edit in: Buyers need to understand that when you click the button and pay for an item you are accepting the sellers T & Cs, including their stated return policy, whether you have read them or not.
 
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It is all in the fine print! It takes weeks, sometimes even months, for customers to buy from my company as it takes a herd of customer's lawyers to dig through every word of the T's and C's. Of course we are talking about multi million dollar agreements, not pen parts, but a purchase is a purchase.
At least PSI does stand behind their products as do many of this community's vendors. I, like others, think the quoted time was CYA and likely based on a fudge factor of their own plus a fudge factor in UPS/USPS estimating due to the weather across the nation this week (just a cold front, but who knows!)
 
I too had the transmission for a Celtic come apart while assembling (the second time this has happened to me). Called PSI, The lady that answered was very courteous and said it may be a few days before it ships do to a backlog in their shipping. I received the replacement part within a week via 1st Class mail.
 
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