March 23, 2009

Pixart refund

Sometime ago, I wrote about how dissatisfied I was with the Pixart book that I received. The very next day after the post went online, I received a call from the folks at Pixart. Apparently they monitor the Net for any comments/postings/linkbanks to Pixart. They wanted to understand my dissatisfaction with the book, and initially thought that there were problems with their printer. They said they would service their printer, after which they would print several pages from the photobook again for me to have a look. I could then decide whether to reprint the book at no cost, or opt for a full refund (the full refund clause is in their T&C by the way, which I wasn’t aware of, and the kind folks in Pixart readily advised me of this option).

After seeing the reprinted photos, I was still not quite satisfied with the quality. I couldn’t quite decide whether to just let it be, or take the full refund and work on a new book with Photobook, which would mean more time investment. Eventually I decided to take the refund, and the kind folks in Pixart sent me the cheque without further questions. I am really impressed with their customer service, and have nothing but praise for their attitude, especially Dominic, the co-founder of Pixart, who kept in close contact with me throughout the whole process. Kudos to Pixart, and though the quality of their photobooks may not be as good as that of Photobook, they are miles ahead of Photobook in terms of customer service. My email to Photobook on a query related to a recent purchase is still unanswered after two weeks.

7 comments:

Liew said...

Bravo for Pixart!!! If they can improve the quality of their printing, their biz will definitely FLY

It's very rare to have good customer service in M'sia

jazzmint said...

ya pixart service is top..it's a pity their book is not as good as photobook..photobook is terbalik

A Mom's Diary said...

WK, Jazz - yes, fully agree. If Pixart can produce books of similar quality to that of Photobook, and improve the user-friendliness of their software, you bet I'll go to them for future projects.

Jessie said...

haha! CAn't agree with you more! At one time I was so mad with Photobook I really tell them off, "If not because of your printing quality, I would have long gone to pixart." Pixart customer service really no. 1. Photobook ah... aiyoh, don't know when only they can improve.

Liew said...

Well I think Photobook is cocky coz they know their printing quality is far superior, tat is why they know they can get away wif murder

angeleyes said...

Hmm... that was really good that they refund you without questions asked.

A Mom's Diary said...

Angeleyes - that's why I'm really impressed with the customer service.