JA - Changing quoted price on diamond on hold norm??

[pxrnm]

Hi,

I am just wondering if this is the norm in the USA. I was quoted a price on a diamond on a chat (operator: Jane), the diamond was on hold. After the gemologist come back to me with the result and I was ready to make a purchase suddenly JA change the price. Is this normal?

I am in Australia so maybe it's a different way to do business in the state but I just want to confirm with PSers here. The difference honestly is not that much, but I always thought I should pay what I was quoted - It just a matter of principal. I was waiting for the gemologist to comeback to me nontheless. Is this the correct way to do business?

I am seriously thinking of taking my business with Whiteflash at least they honour their price, last time I check it is a US company as well.

I am still waiting for the result, but here is the chat transcript for a bit of discussion.

I trim the earlier part for easy read, but I can give you the whole transcript if you pm me.

General Info
Chat start time Feb 28, 2013 11:29:42 PM EST
Chat end time Mar 1, 2013 12:15:21 AM EST
Duration (actual chatting time) 00:45:39
Operator Greg

Chat Transcript

you: I am going to use credit card
you: let me check my transcript with jane
you: hi just sent you the chat I had with jane
you: can you at least do the same as her by credit card
Greg: It must have been a typo.
Greg: The price in our system reads $3,780
you: well I still think that it should be honoured nontheless
Greg: What is she typed $300.
Greg: We can only honor the price that is in our system.
Greg: Diamonds are very much a commodity.
Greg: We charge a very low price for all of our diamonds.
you: I dont think that's the case, that it is a typo
you: i got different prices for other diamonds too
Greg: The price in your hold is $3,780.
Greg: I cannot change it.
you: I guess I have to bring this to the forum then
you: it's simple quote
you: if it's a mistake jane can rectified straight away
you: she did not
you: i think you are being unfair
Greg: I can forward your request to a manager.
Greg: But there is nothing I can do.
you: yes please
Greg: I cannot change the prices in our order.
you: i understand
you: but this is written chat
you: so i should get at least what i was quoted
Greg: I must apologize.
Greg: I reviewed our chat as well.
you: yes
Greg: It appears as though the prices changed since they have been on hold.
you: so what does that mean? the reason it is on hold is to avoid all this pricing issue isn't it?
Greg: Not at all, the hold prevents someone else from buying the diamond.

Greg: It does not protect from price increases.

Greg: However, I do not think this will be an issue.
Greg: Can you chat back in tomorrow.
Greg: I still have to email my manager.
you: What time tomorrow?
you: Australia time
Greg: The same time.
Greg: As today.
Greg: Yes, Australian time.
you: ok I will try
Greg: I will keep the diamonds on hold until then.
you: but do please email me as I want to finalise this before we go on holiday
you: i need to propose before hand
Greg: I will email you.
you: do understand that I have whiteflash on hold too
you: but my pref is the k at the moment
you: thank you greg
Greg: My pleasure.
Greg: Have a good evening.
you: you too
info: Your chat transcript will be sent to **edited by moderator to protect privacy**

 

[Karl_K]

The sales rep does not have the power to change the price.
I would wait and see what the manager says before jumping on them too badly.

I also think the sales rep. is wrong on the price increases when a stone is on hold but it may take a manager to override the automatic increase in the system. ie. the system kicks it up but a manager will override it.

Hopefully Jim the boss man over there will chime in and say for sure.

 

[pxrnm]

Well looking from another point view the difference is negligible it's just that my experience buying from JA becomes a bit unpleasant now considering they can't really honour their own words… considering the wait was because of the pending result from their gemologist.

I hope they will honour their own quotes as I've spent so much time choosing their diamond. I might consider giving in, but i won't buy my wedding ring set from them if that the case.

Still don't understand how a business would not honour their words and furthermore suggesting it was a typho… sigh…

 

[Christina...]

I agree with Karl, it appears to have been a pricing error and I would try to work this out by talking with a manager or with Jim himself in private. I can understand your frustration and there have been a couple booboos from JA lately. That said I think people are beginning to think that PS is an arena for them to attempt to bully vendors into responding to their requests. I believe that it is completely proper to post an experience here, both positive and negative, but I feel that vendors should have the opportunity to first work with the client in private before the dirty laundry is aired here. I've found that JA has satisfied it's customers in 100% of the negative threads that I've read here and believe that they could have been satisfied off the boards if the customer had gone to a manager or JIm if necessary in the first place. If they consumer followed proper channels and was still dis-satisfied then starting a thread would be appropriate....at least this is my personal opinion.

 

[justginger]

I agree with Karl, it appears to have been a typo and I would try to work this out by talking with a manager or with Jim himself in private. I can understand your frustration and there have been a couple booboos from JA lately. That said I think people are beginning to think that PS is an arena for them to attempt to bully vendors into responding to their requests. I believe that it is completely proper to post an experience here, both positive and negative, but I feel that vendors should have the opportunity to first work with the client in private before the dirty laundry is aired here. I've found that JA has satisfied it's customers in 100% of the negative threads that I've read here and believe that they could have been satisfied off the boards if the customer had gone to a manager or JIm if necessary in the first place. If they consumer followed proper channels and was still dis-satisfied then starting a thread would be appropriate....at least this is my personal opinion.

I find myself agreeing with you an awful lot, Christina! In this case, the OP needs to allow the management of JA a chance to make amends and come to a satisfactory conclusion before raising the issue online. It's only fair. I don't like to see a vendor raked through the mud before being given an opportunity to sort out glitches - these threads are preserved FOREVER, and many people never bother to read to the end, where there is almost always a positive outcome. Sometimes this results in vendors having bad 'vibes,' undeservedly.

I hope JA is able to sort out this issue, though I do think a $300 difference could arise from a typo. There is generally fine print on jewelers' websites that say they are not committed to honor incorrect pricing. Mistakes happen, I hope this one is sorted out efficiently.

 

[YoungPapa]

sigh…

I feel exactly that way myself sometimes.

Two things.

1. Placing a diamond on hold does lock the price. We will review that with the staff today.
2. The price of the diamond was never changed, it was the amount of the discount that was in question. Pxrnm has had a couple diamonds on hold for about a week and during that time the code that was used to discount the items expired. Updating to a new code this morning is not a problem, but Greg didn't have the authority to make that change.

Hopefully this clears up the issue and pxrnm will be comfortable finalizing the purchase.

All the best,

 

[pxrnm]

Hi I would have no issue if that's the case, as per the chat transcript I thought it was the price of the diamond on hold that was changing ~ which shiuld have been made clear by the operator instead of going on defensive.

Didn't try to bash anyone, I just want to know if this is the norm. Different land different rule, hence the disscussion.

But i do want to thank everyone that has made some comments.

With that I think the topic can be closed now.

Pxrnm