Shopping Discussion

Primecables - Poor Customer Service Experience

  • Last Updated:
  • Jan 7th, 2020 12:58 pm
[OP]
Sr. Member
User avatar
Jul 1, 2016
890 posts
456 upvotes
Toronto

Primecables - Poor Customer Service Experience

I've made several orders on Primecables - from the sit/stand dual motor stand, to dozens of mouse pads (for myself and friends), along with many other misc items. It's been a great experience so far; good quality items at low cost.

This all starting to change with one of my orders I've made on Black Friday for their writing LCD tablets - I got all 3 models (8.5, 10 and 20").
The 20" LCD writing model has terrible "resolution" in that all lines are extremely thick and blurry - unlike the smaller 8.5 and 10" models (which I am happy with).
I am unsure if I have an defective product or if the item has low quality.

Made several inquiries for return on the 20" tablet - have not heard back on 2 of my inquiries made on Dec 10, and 11th.

Anyone else have similar experience with Primecables support?
Pixelation~
8 replies
Member
Mar 8, 2013
335 posts
559 upvotes
Toronto
How did you contact them? Calling or live chat seems like the fastest way to get a resolution.
Jr. Member
Feb 9, 2018
115 posts
413 upvotes
May I ask how's the quality and stability of the dual motor sit stand desk?
Sr. Member
Jun 10, 2013
588 posts
255 upvotes
I had my situation resolved with a call. I bought something defective, I reported it broken and they offered to refund the money or send a new one - I opted for a refund. It was handled well/quickly.
Deal Fanatic
User avatar
Jan 6, 2004
8277 posts
2020 upvotes
Mississauga
ProjectPixelation wrote: I've made several orders on Primecables - from the sit/stand dual motor stand, to dozens of mouse pads (for myself and friends), along with many other misc items. It's been a great experience so far; good quality items at low cost.

This all starting to change with one of my orders I've made on Black Friday for their writing LCD tablets - I got all 3 models (8.5, 10 and 20").
The 20" LCD writing model has terrible "resolution" in that all lines are extremely thick and blurry - unlike the smaller 8.5 and 10" models (which I am happy with).
I am unsure if I have an defective product or if the item has low quality.

Made several inquiries for return on the 20" tablet - have not heard back on 2 of my inquiries made on Dec 10, and 11th.

Anyone else have similar experience with Primecables support?
They've always been good for me and take care of any issues. You do know it's the holidays and response times might not be the best right now, right?
[OP]
Sr. Member
User avatar
Jul 1, 2016
890 posts
456 upvotes
Toronto
Avenger wrote: They've always been good for me and take care of any issues. You do know it's the holidays and response times might not be the best right now, right?
Opened an ticket via website - no response for 4 business days. Contacted them via phone to follow up - took another 3 after I updated my ticket with the requested photos/video of the issue.
I bought all 3 models of their writing LCD tablets. The 8.5" and 10" are great. Lines and crisp and smooth, but the 20" model has thick lines and blurry in person that it defeats it's purpose (size wise). This is not how the product was advertised on the product page (with photoshopped images).
The rep has forwarded the case to their product specialist and will get back to me in a few business days. This is summing up to be difficult return already.
Pixelation~
Deal Addict
User avatar
Nov 25, 2004
2535 posts
1313 upvotes
London
ProjectPixelation wrote: Opened an ticket via website - no response for 4 business days. Contacted them via phone to follow up - took another 3 after I updated my ticket with the requested photos/video of the issue.
I bought all 3 models of their writing LCD tablets. The 8.5" and 10" are great. Lines and crisp and smooth, but the 20" model has thick lines and blurry in person that it defeats it's purpose (size wise). This is not how the product was advertised on the product page (with photoshopped images).
The rep has forwarded the case to their product specialist and will get back to me in a few business days. This is summing up to be difficult return already.
they are a pretty small store and its a busy time of year the people u deal with via email/chat/phone are out sourced support agents who have very little power to do anything they just take down the info and forward it off to someone who has the power to do something. being the time of year those people could already be off on holiday so just give them time. i've ordered lots of things from them and never had an issue getting a replacement.
Deal Fanatic
Sep 29, 2005
5872 posts
1252 upvotes
Montreal
I've always done well with their chat and phone support. At the moment, there is still the issue of the credit and return label for their Keurig-compatible coffee maker that was recalled.
Phils
Deal Addict
User avatar
Oct 4, 2008
1214 posts
227 upvotes
I swear I ordered 8-10 120V estenstion cords (1ft) plus headphone extension cord (when shipping was free at some point in december). I don't see email confirmation, I don't see charge on the card - I have no idea what happened.

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