QMx at it again - check your cred cards...

[propstuf]

Today, I received my monthly automated credit card invoice. Being anal-retentive when it comes to accounting issues, I promptly viewed the invoice, expecting a zero balance.

Oddly enough, I showed a balance of $21.74, the result of two charges assessed in late October by QMx. :confused

Now here's what's strange about this. As a gesture of good faith and support, I was one of the first purchasers of what became the "stunt" Mal pistol - back in Septmeber 2006. I patiently waited out the multiple delays, despite having been charged a total of $166 (at the time) and seeing no product.

When the stunt pistol was announced, and my order converted, I figured that was that. I'd paid $166 for a $150 prop, and the overage would either be refunded or cover shipping. In fact, I was assured by QMx that this would be the case. :rolleyes

Lo and behold, QMx charges me an additional $21.74 for...well, nothing. Unless it really cost them of $37 to ship a 2-pound box from PA to CA, ground. And I kinda doubt that.

I've held my tongue while the QMx war of words raged on, out of respect for those I've called friend or colleague for many years. And it isn't the money (after all, it's only $21, so far anyway). It sounds cliche, but it's the principal of the thing.

 

[IronFist]

You make it seem like it was a conscious decision on their part. Like someone somewhere was flipping through records and said, "Hey, let's F over propstuf today. That'll really endear us to our already shakey customer base!"

What did their customer service say when you called them? (Because that's what you did before you came on here and said they were trying to stick it to you, right? ...Right?)

 

[propstuf]

Actually, to date, all of my inquiries to customer service on this issue have gone unanswered. I posted in an effort to alert others that QMx might have also billed them unforeseen and/or duplicate charges.

Where did I say it was a deliberate effort to screw me, personally? I think you're reading a little too much into what is in fact a frustrated warning.

I'm sorry if you read that into it, as my aim was merely to alert others to what seemed (to me) to be another careless QMx customer service issue.

 

[IronFist]

Where did I say it was a deliberate effort to screw me, personally?

Right here:

After waiting over a year with nothing to show for my cash but multiple promises, is it really reasonable for QMx to stick it to me, a good faith purchaser, after all this time, for a few dollars more? :angry

 

[propstuf]

I guess I'll not use my experience as an anectodal example going forward, and will edit my seemingly horrifying comment accordingly.

For the QMx apologists among you, please understand this: I have dealt with Steve numerous times over the past, oh, going on 12 years. In that time, although it has occasionally taken longer than expected to receive my items, Steve has never failed to deliver, and his final product has always been more than satisfactory - indeed, most of the props I've purchased from Steve have been exceptional. Granted, those were high-dollar, custom fabricated pieces in many instances, but they never disappointed.

I am likewise not criticizing the quality of the QMx stunt Mal pistol, though I am disappointed the company ultimately chose to alter the product from what many had initially ordered. That notwithstanding, my initial post was meant to address what seemed like another in a series of customer service gaffes, and to alert other purchasers to verify they'd not been charged unexpected amounts. As I noted in the initial post, this isn't an issue of money, as the amounts charged were nominal. Rather, post-payment additional charges, however small, and however unintentional, add insult to injury.

I sincerely hope that clears things up, although I fully expect additional insulting responses, dripping with unjustified sarcasm.

 

[101radioman]

What I find strange here quite a few folks have had problems with customer service.
Myself Every question sent in has been answered the same day or even phoned back to me within hours.

Am I just lucky?

 

[Noeland]

I sincerely hope that clears things up, although I fully expect additional insulting responses, dripping with unjustified sarcasm.

If this is how you feel, why do you even post here?

And please, understand that some of us appreciate the warnings, but the RPF does seem to get a lot of posts about customer service from members who haven't even called the company they are complaining about.

They just sit at thier computer getting mad, while thier emails could just be lost in the matrix.

Your posts have made no mention of calling them (and I don't even know if you can, for that matter) so I felt it was actually a legit question to ask. I mean, you started the thread. If you can't take a little internet sarcasm, my friend, don't log on.

 

[Chris Martin]

... but they never failed to disappoint.

I don't think that's what you meant. :cool

 

[propstuf]

Noeland, check the first line of my second post. Already attempted to contact CS. No response to date.

As for the internet sarcasm, I'm a big fan. :angel

 

[propstuf]

I don't think that's what you meant. :cool

Good catch. Wouldn't want to be busted on that as well, Chris.

 

[JOATRASH FX]

No, they've answered me whenever I'd had any issues. Sure, sometimes it has taken a few days to get an e-mail response, but they've always been apologetic about the delay.

I've called them a few times too and even spoken to Steve himself. The latest call I made was earlier this week when I wanted to know what is causing the delay in sending out the Mal pistols to Europe (they are waiting on info from customs in some countries).

Calling is really what I suggest everyone with problems should do first... even if you're overseas like me, 'cause long distance calls are dirt cheap nowadays. QMX have two different numbers to call. Nothing like talking in real time with a person.

I haven't checked my account yet, but if their system is screwing around with peoples CCs then they'd be crazy not to want to get it sorted asap.

Am I just lucky?

 

[Noeland]

Sorry if I missed it!

I hope you get it all sorted out soon though, and to your satisfaction.

 

[propstuf]

Not a problem.

There've just been so many issues with the whole Mal Pistol thing that this last, admittedly small issue, was really frustrating. The one I purchased online from QMx wasn't even for me - it was a gift.

I got my own, later, from Blufive, here on the RPF. (Exceptional service from Blufive, by the way!)

Anyway, hopefully it didn't happen to too many people, and will all get sorted soon.

 

[ghostryder]

Propstuf:

Did you ever hear back from Jessica in customer service? I had an issue and she called me back immediately?

 

[outlander]

I've found Jessica to be helpful and swift to respond.

 

[silverskyes402]

So I just got my blueprint pack in mail today, very very nice, I think they did a great job, a fast transaction too, quick shipping!

 

[Mechinyun]

So I just got my blueprint pack in mail today, very very nice, I think they did a great job, a fast transaction too, quick shipping!

lol

 

[silverskyes402]

lol

Why lol?

 

[Mechamaniac]

Got mine today as well. I was a little concerned at first since they had bent them in half and stuck them in a priority mail box, but as soon as I layed them down, they flattened out instantly.

 

[propstuf]

I finally had a telephone conversation with Jessica at QMx. It seems that because I was one of the first X-pay users, and paid two installments toward the Mal pistol before X-pay was suspended, QMx's biller invoiced other charges to my cred card twice, instead of once, as was proper. In this case, I was charged twice for, apparently, additional taxes. Fortunately, I am told that not many people were affected by this error.

Jessica apologized for the error, and was extremely courteous. I sincerely appreciate that she made the effort to investigate my complaint, and find out what had gone wrong.

I am told that I will receive a refund from QMx, and will post here once I have confirmation that this has actually happened.