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General => Direct Service/Parts Queries => Topic started by: leefert on April 18, 2016, 20:59:29

Title: US DS
Post by: leefert on April 18, 2016, 20:59:29
I was going to brag about how quickly and easily it was to get a parts quote and complete the order, but after my experience today that's not going to happen.

I e-mailed them late Thursday night and actually got my parts quotation back by noon on Friday (which in itself is a total shocker).  So I called today to try to place my order.  The first time I was sent directly to voicemail.  The second call I was 3rd in line to make my order and estimated wait time would be "20 minutes" well at 19 minutes it rang AND I was sent to voicemail again.  Of course the parts department closes at 4:45 PM on Monday, and then 2:00 PM each other day this week (I work night shift so I'm not up by 2 PM). 

I'm frustrated since it was literally going to take 2 minutes to complete my call and I was "in line" before they "closed" for the day.  But there's nothing I can do about it since PlaymoUSA is our only lifeline to order parts in the US.  I wish it was as easy to order parts here as it is in the European countries, it would take out 99% of my frustration. 

Sorry for venting but this is poor customer service (and my voicemail reflected that thought)
Title: Re: US DS
Post by: Pynedor on April 18, 2016, 21:24:31
I'm sorry to hear of your troubles. I hope it all works out smoothly from here on. ;)
Title: Re: US DS
Post by: Robbie on April 18, 2016, 23:42:21
This is always a sore subject with me. I was just thankful to receive about 12 damaged/missing/defective replacement parts from brand new sealed sets......after the third attempt! It usually takes three emails before I get a response or anything.

My biggest concern is that someone buys Playmobil for the first time for a child. A part is missing or defective, which in itself is not acceptable considering the price of Playmobil. The parent calls Playmobil or emails (as most people do in 2016 since not everyone has the time to be on hold forever) and never hears back. It would be the first and last Playmobil purchase for me if I was the parent in this situation. With this kind of service Playmobil will never be as successful as it is in other countries.
Title: Re: US DS
Post by: Macruran on April 19, 2016, 01:53:40
This is proof that PM is not a "global company". They are extremely provincial. This has advantages and disadvantages.
Title: Re: US DS
Post by: Birdie on April 19, 2016, 06:35:19
That is so incredibly frustrating!  >:(

Mind you, European countries other than Germany had to wait until two years ago before getting access to an easy online DS ordering service, most European countries are still waiting. Maybe in time it will reach the USA too.

And to help you along with your order this time, feel free to send me the list of things you need. If you're willing to pay the price they go for on Belgian DS, I can just add them to the Quick stuff I was going to send you anyway.

Title: Re: US DS
Post by: tahra on April 19, 2016, 07:34:50
Yes, and then there is the way Iberia treats their poor customers.....................
Title: Re: US DS
Post by: bonniebeth on April 19, 2016, 13:12:28
I know, I hate US DS so much I just don't use it. If I must order parts, I get someone in Germany or the UK to help.
Title: Re: US DS
Post by: leefert on April 19, 2016, 21:03:17
They called me back today... At 11:45 AM when I was sleeping for work tonight (I work 6:30 PM-7 AM)

That is so incredibly frustrating!

And to help you along with your order this time, feel free to send me the list of things you need. If you're willing to pay the price they go for on Belgian DS, I can just add them to the Quick stuff I was going to send you anyway.

It is very frustrating. Most of the parts in this order are American exclusives and when I tried to search for them on the Belgian DS site, they were not there
Title: Re: US DS
Post by: JLMatterer on April 19, 2016, 23:07:16
I'm sorry to hear y'all are having such trouble with DS US. I call them quite often & except for long wait times, have had good luck.  I usually end up talking to someone named Marcia who's been really helpful in finding parts & solving problems.  I recently ordered the Vegetable Garden with Apple Tree & the entire base of the set was warped & wouldn't lay flat; they agreed to replace it with no hesitation.

Also, 2 weeks ago someone from Playmobil US tried to call me to say that an order had to be canceled, although I missed the call. (I was very surprised to see that they actually tried to call me about this!) When I called back, Marcia worked it out for me & I got the order in a few days.

Maybe I'm just lucky?  :love:
Title: Re: US DS
Post by: leefert on April 20, 2016, 13:19:16
My annoyance with the parts department continues. They are open from 9 until 2... I got home from working all night at 8 AM, waited until 9 to call... They apparently haven't taken their positions at their desks yet since it rings directly to their voicemail box.

I leave my house for work at 5 PM to make an hour drive to work 12 hours (I work as a paramedic in the emergency room at the hospital). I'm normally worn out when I get home, so the fact that I've waited up and still can't get through bugs me. All I want is to place this order so that I can sit and wait patiently for the parts to get here and do some stress relieving customizing. But no.... I can't get through to order my parts.
Title: Re: US DS
Post by: bonniebeth on April 21, 2016, 00:16:05
That's crazy, I can't believe it's so difficult! They really need to get it together.

Title: Re: US DS
Post by: leefert on April 21, 2016, 01:17:57
I finally got through, I was the number 1 caller with an expected 2 minute wait time... 17 minutes later I was finally able to get through and able to complete the order.  It's still very frustrating that it was that difficult to complete the parts order. 
Title: Re: US DS
Post by: leefert on May 04, 2016, 16:47:13
And here we go again.  My 3rd call for a part that was missing from a set I purchased... 

AND my parts order still has not arrived, might as well take care of both things at once.
Title: Re: US DS
Post by: leefert on May 04, 2016, 18:10:16
So my parts order that I placed on April 20th, just shipped out yesterday. 

I wonder how long these other 2 missing pieces will take. 
Title: Re: US DS
Post by: Robbie on May 04, 2016, 20:00:24
And here we go again.  My 3rd call for a part that was missing from a set I purchased... 

AND my parts order still has not arrived, might as well take care of both things at once.

I've learned to wait until I have about ten parts or so then I call in because I simply don't have time to be on hold forever since chances are they won't respond to my emails. Quality control has gone out the window. One out of ten mystery figures has a defect. I have a Series 9 Doctor with a melted, bubble arm. And then there's the missing parts too.
Title: Re: US DS
Post by: leefert on May 05, 2016, 18:09:21
I've learned to wait until I have about ten parts or so then I call in because I simply don't have time to be on hold forever since chances are they won't respond to my emails. Quality control has gone out the window. One out of ten mystery figures has a defect. I have a Series 9 Doctor with a melted, bubble arm. And then there's the missing parts too.

Mine is 12 parts with many of them being multiples of the part.  These other 2 parts that were missing are actually required to make the hockey players be able to actually shoot the puck.  So without them it's kind of pointless to have the hockey rink.
Title: Re: US DS
Post by: Salamander on February 12, 2017, 18:35:43
Resurrecting this thread cos it's a place to vent frustration with the US parts department and it didn't seem worth making a whole new thread...

Had a piece missing from a set. Emailed US playmo to replace it. They said they would. Four weeks go by ... nothing arrives. Email them again, it's now been a week and no reply. Argh.
Title: Re: US DS
Post by: Macruran on February 12, 2017, 20:35:47
Phone them, email's hopeless.
Title: Re: US DS
Post by: leefert on February 13, 2017, 03:40:10
Resurrecting this thread cos it's a place to vent frustration with the US parts department and it didn't seem worth making a whole new thread...

Had a piece missing from a set. Emailed US playmo to replace it. They said they would. Four weeks go by ... nothing arrives. Email them again, it's now been a week and no reply. Argh.

I actually called them about a parts order (hasn't arrived almost a month later) and I was told they had a lot of large orders and they were trying to get them filled and sent. My order was supposed to be shipped Friday, so hopefully it'll arrive soon. It took them forever to get back to me with a parts quote in the first place (and most of what I needed was out of stock)
Title: Re: US DS
Post by: Salamander on April 08, 2017, 16:15:09
Update to my missing piece:

Contacted them early January, they said they'd send it out
Contacted them again early February, never heard back
Piece arrives mid March
Another one arrives early April.  8}
Title: Re: US DS
Post by: playmofire on April 08, 2017, 16:41:58
It's a time/space continuum thing what with you living in Canada and all.

You will now receive this item each March and April for the next 10 years.
Title: Re: US DS
Post by: Salamander on April 08, 2017, 21:05:00
 :lol: :lol: :lol: :lol: