3D Broadcast Ltd Reviews 292

Reply from 3D Broadcast Ltd

Aug 1, 2017

Thanks for the order, much appreciated, Cheers

Reply from 3D Broadcast Ltd

May 30, 2017

Thanks for the review, all equipment is sent out by couriers for secure and safe delivery and not in the post and as such this does equate to more cost I’m afraid. We do look at our shipping costs and do try to keep them as competitive possible.

Once again thanks for the review

Reply from 3D Broadcast Ltd

Aug 1, 2017

Well i would not go that far, we do have our off days too! Thanks for the order, Cheers

Reply from 3D Broadcast Ltd

May 11, 2017

Many thanks for the review glad we could have been of service on this occasion

Cheers

Reply from 3D Broadcast Ltd

May 9, 2017

Hi Adam

I am sorry you feel our service was not up to our usual standard, but thank you for the review. You did place an order with us on the 15/03 for various video kit and then another order on the 23/03 which we thank you for. The order you placed on the 23/03 was then cancelled by you as we were unable to supply the item within your time frame and we refunded you your payment forthwith. You then sent us an email on the 28/03 which turned into a bit of an email thread and we gave you various options regarding an issue you had with a tripod and alternatives we offered. I was away on holiday from the 01/04-08/04. You did send emails to my email address during this week, but did not speak to anybody in the office and once I was back from Holiday I responded and resent the info on the Miller Tripods and used tripod we had available. I sent the info to the 2 email addresses we have for you as you did say, you did not receive some of my mails, again even though we have an email thread with answers by yourself?. This was the last correspondence we have had from you until now. You did say you wanted to send the Tripod back to us which we accepted in the emails but as of yet you have not received this. I am very sorry that you feel you have to write this review.

Reply from 3D Broadcast Ltd

May 22, 2017

Simon,

Despite your swearing and abusive manner on the phone I understand your frustration though not of our making it is just an anomaly of the banking system .

I tried to explain to you but you continued to shout me down and not listen to my explanation.

The order you tried to place on our website failed according to Sage Pay because the address you put on your order does not match the address held by your bank for this card hence the money wasn't taken.

Your bank mistakenly will tell you that the money has been taken by Sage Pay but I can assure you it hasn't and your bank will take it back and return it to you normally within 72 hours.

No doubt when the money is returned to you the bank will not apologise for miss informing you or indeed you will not feel the need to contact us to apologise for the abuse and threats made down the phone.

I suggest when you get the money back you go and make your purchase elsewhere.


Re your Reply

Simon here is the copy below of the email you sent us after we sent you your our email above explaining the issue you were having placing the order on our system. For you to say that you Bank has told you WE have your money, this is just not true at all. Once again let me explain the online process to you.

We use SagPay as our Gateway provider and as such we do NOT process any Card payments. This is all taken care of by SagePay. You have failed our security that has been set up on our web to protect customers and ourselves against fraudulent activity. and is monitored by SagePay. The address you provided did not match with that, that SagePay/Bank have issued to each other. When you make a transaction and if your transaction fails for whatever reason your issuing Bank/Card provider is not aware of this (SagePay are). Your money is set aside by your issuing bank/card provider and then this money is ring fenced for want of a better term, this is so you can only spend what is available on said card. SagePay know you have failed the security and will not collect this payment, so at this point their is a bit of a grey area between card providers and gateway providers. (at NO stage do WE get given any payments or monies from SagePay regarding failed transactions). When SagePay then do not collect this money that has been set aside form the card providers it will appear back on the said card. This is an automated process and depending on card providers this can take anything up to 72 hours or so. Again I must reiterate that at no stage during a failed transaction over our web do WE take any payments. A failed order is a failed order. We are unable to activate any manual payments over our web despite what you bank may tell you, this is not the case. We again for security do not have access to your credit card numbers so it is impossible for us to do any manual transactions through our web site.

Also all dealers buy and cross sell between themselves and as such there are no warranty issues with items that are purchased. And just for you information we are not a "One man Band" "Crooks" or Fraudsters.

Once again there are always two sides to every story. We tried to explain this to you over the phone when you called us when the problem first arose but you were adamant that WE had your money and would not listen to our explanation..



From: S L [mailto:simonlott@hotmail.com]
Sent: 06 April 2017 10:36
To: Sales@3dbroadcastsales.com
Cc: martin@3dbroadcastsales.com
Subject: Re: jvc gy hm 200 purchase

Hi,
I apologise for swearing like a typical uncultured jock. I did not threaten
you, i don't make threats.

The bank categorically told me the YOU had the payment, not Sage, YOU!
And that the payment reference number was all you would require to complete
the sale manually The bank/Visa have now returned the funds and apologised
on your behalf.

Like you I have purchased from ProAV and won't ever be back to you, any
activity on the card by you will be, as requested by Visa, treated as fraud.

S.


Simon further to your 2 failed attempts on 06/042017 at 0122 am and 0127 am we have contacted Sage Pay our gateway provider for a report on this and they have issued us with this reply.

From: "Support@sagepay.com" <support@sagepay.com> [mailto:support@sagepay.com]
Sent: 22 May 2017 10:40
To: martin@3dbroadcastsales.com
Subject: (Case: ********)

Good Morning,

Thank you for your call.

When a transaction fails on our payment pages the transaction will show up in the vendors sage pay account with a brief description of why this has happened.

Depending on why the transaction failed and at what point, there could be allocated funds showing against the customers card account. Please note this allocation of funds can only be allocated by the card holders bank and therefore can only be removed by the cardholders bank.

Using Simon as an example, his first transaction attempt failed before any bank authorization therefore there will be no allocated funds for this one. His second transaction attempt was authorized (therefore allocated funds) by his card holding bank, but your fraud rules declined the transaction because Simon did not provide the correct address information. This means he will have the funds allocated on his account until his card holding bank removes the allocation or he can wait until the allocation is naturally removed, please note this is again dependent on his card holding bank.

If you have any further questions please do not hesitate to contact us.

Kind regards,

Emily Somerville
Customer Service Aprrentice, Sage Pay Support
Sage

Reply from 3D Broadcast Ltd

Feb 13, 2017

Thanks glad we could have helped this time

Reply from 3D Broadcast Ltd

Feb 13, 2017

Hi Molly,
You did place an order with us late on Monday after the offices had closed at 1838pm, We did get back to you first thing on the Tuesday morning, I am sorry you were unhappy with the fact your lights were not available I did speak to you to let you know the UK distributor was out of stock of the lights, and I did apologise for this at the time as I always do. I under stand you did pay for a next day delivery, as i explained to you the lights still have to be delivered by secure couriers and there is still a cost to this. I did put your delivery refund back on to your PayPal account, as i said I would during our conversation. Holdan normally do hold a number of light in stock and I did explain that we don't hold the lights here and that they normally get drop shipped direct to customers from the UK distributor. I also did explain that, it did state on our web "please call for lead time on this product", which obviously did not happen on this occasion. We then got an email from Holdan later in the day Tuesday, letting us know that the shipment of the lights had been delayed and as soon as we were made aware of this I did call you personally (and not just an email) to let you know the new dates. I did not say I was cancelling your order. I made you aware of the new incoming dates and gave you an option that if you wished we could continue with the lights with the new lead time or if you wished to cancel the lights then that was not an issue. You wished to do the latter and your refund went back on to your PayPal account the same day.

Reply from 3D Broadcast Ltd

Feb 13, 2017

Thanks we can't get it right all the time but we do try, Cheers