Anyone had a bad customer service experience with FinisherPix and any tips on resolving it? Bonus if anyone has a phone number or non-generic email address for a real person at the site.
I just ordered an IMLP 2013 photo plaque as a birthday gift for the boyfriend. In the box I received a plaque of Thomas Vetter from Kona 2012. Thomas Vetter = not my boyfriend.
The only response I’ve received so far is “but that’s what you ordered.” Except it’s not. I don’t know Thomas Vetter and I certainly never looked at his photos… in fact, I can’t remember looking at any Kona photos. No way I accidentally dragged the wrong photo into my cart. We’re now having an absurdist argument via email. They won’t even take back the original plaque, much less replace it with the right one. I can get a refund from Amex if this goes on, but I actually want the merchandise.
PS: Thomas, if you read ST, you can have the plaque.
Is Thomas Vetter a good looking guy? You could just keep that plaque and use it as an ice breaker in case things don’t work out with the current BF. Maybe you should get his contact info as a backup plan.
ETA: Looks like they have operations overseas and in Atlanta. I know the phone number listed is for Germany, but calling 411 might get you a number in Atlanta so you can speak to someone. Also, that Federal Tax ID # is a useful piece of information.
Are you on twitter? Companies tend to respond more helpfully if people complain to them in a fashion that others can see. Maybe also on Facebook, if you’re on there.
EDIT: Also maybe threaten the AMEX chargeback over email. I know chargebacks cost companies money, so it may spur some action.
I was bummed to see no finisher pic from IMMT this year. There is one a couple hundred yards from the finish but nothing at the line… and I know it wasnt because I was moving too fast!
Wow, that sucks. Hope you can get it resolved sooner than later. I think screwups of this variety mean that the company should give it to you for free. They won’t do that, from what it sounds like, but still …
FinisherPix is the one photo company that won’t take my credit cards (issued in Indonesia). Plenty of other companies won’t take CCs from Indonesia, and I understand why–but they’re the only RACE PIC company that won’t!
Yeah they don’t respond quickly. I ordered a digital copy of my first 70.3 “Finisher Picture” and what I got was incorrect location and the spelling “Finish” for the finish time was incorrect too. Took them a few days to correct it but instead of putting the city/local location of the country there they just didn’t put anything. I hope you get yours resolved. Good luck.
I’m at 48 hours and still processing for my Whistler pics…
Wasn’t Whistler just 5 days ago? Have they even sent you the email saying the pics are ready? I’ve always waited weeks after the race to order mine. Heck, I waited over 2 months to order my Raleigh 70.3 pics. That may have something to do with the difference in wait times…
