Frustration with Ikea Pax Vikedal/Nexus and the hotline

  • Erstellt am 2013-01-30 09:41:56

mampf_9270

2013-01-30 09:41:56
  • #1
Hello dear forum members,

I registered here to simply get rid of a whole lot of frustration and my story of suffering as a former Ikea fan. Unfortunately, it’s a bit much, but well – IKEA apparently doesn’t want to listen anyway.

In October/November I moved out. Of course, off to IKEA – there are good furniture items at a low price. Since I roughly knew what I was looking for, the visit was relatively stress-free. Rushed through the exhibition and straight to the wardrobes. There I saw the Pax wardrobe with 2m width: On the outside, a Nexus door each, and the two inner doors a Vikedal (mirrored). I immediately liked it and it was not as expensive as the sliding door, which wouldn’t have fit in the transporter anyway.

So: assembled it on the PC, added a few boards, rods, drawers, and off to the market hall. There, carefully compared the numbers (which was also verifiably correct), and off to the checkout. Paid, into the car.

The shock
The assembly was as easy as usual. I had just finished attaching the hinges when it turned out: the Vikedal doors have their hinges in a different place than the Nexus! What’s THAT supposed to be? Well, annoyed, rebuilt the wardrobe (drilled a new intermediate connection) and first finished setting it up.

The next visit
A week later I went to IKEA again in the evening after work and looked at the displayed wardrobe. Here all the hinges were at the same height. But no employee in sight. So off to the Family Info and spoke to the friendly lady there. I showed her a photo showing that the hinge positions of the Vikedal door are different from mine.
Picture:

Okay, she promised an improvement, someone would contact me. The reason could be that there was a new door series with changed hinge positions. The Vikedal door still had the old ones, and the new doors have evenly distributed hinges (which later turned out to be exactly the opposite). They just wanted to sell off the old series, and I happened to get a pair of old and a pair of new doors.

A week later – nothing
No one contacted me. Okay, that was to be expected. Called the hotline – waiting loop. I complained that no one was getting in touch. “Okay, we will forward this to the furniture store. Someone will contact you.”

Another week later – again nothing.
Called again – previously, the ticket (the process) was closed by the furniture store with the content “Customer was informed.” I found that cheeky, because I was not called! Also, it said I allegedly wanted the same door again. Interesting.
Then I was connected directly to the furniture store. There I had arranged an appointment to exchange the Vikedal door (which, as I didn’t know at the time, was actually already the new one).

My waiting for the IKEA person
That Monday. I was at home, had taken a day off specially, and was looking forward to the driver who wanted to be at my place between 07:00 AM!! and 1:00 PM. Just the time span was outrageous. But what wouldn’t one do for fitting doors, especially after having been so misled before (process closed, customer informed… yeah right).
At 12:30 PM no one had come yet, so I called the hotline. Again. Someone will still come – a promise is a promise. But no one came! :(
1:30 PM – another call from me to the hotline. There I was told: “Oh, the process was closed, and you were informed about it.” Oh really? Then why was my phone silent? No, it was working perfectly! Day off wasted, door still ill-fitting.

Trip to the furniture store
In the evening I drove to the furniture store. Angry. VERY ANGRY. A day off for NOTHING was gone! So to the complaint desk (with the receipt in hand). I was so furious I didn’t take a queue number. Instead, I went straight behind the counter and demanded the supervisor on duty – who was standing right in front of me.
Then I went into his office. There I explained the situation once again.
Here it first turned out that the Nexus door (and not the Vikedal) was the old one. I see. Indignantly I pointed out my lost day off. Insolently, he said he would give me a discount off the purchase price or the new Nexus door. I insisted on the new Nexus door matching the Vikedal door and made a new appointment. This time the staff had to adjust to me. Between 6:30 PM and 7:00 PM. He reluctantly agreed. My argument: I cannot constantly rent a transporter and spend time because I had already wasted a day off for IKEA and had already invested a lot of time.

The exchange
On the appointed day the IKEA employee came and changed the door. I didn’t help him so that in case of damage nothing could be blamed on me. I was still moderately angry. OK, Nexus door exchanged, confirmed, everything in order. But my day off was still lost.

From here on, most of the issues were resolved.

One more hotline call
A few days later I called the hotline again. How do they see having only restored the “correct” condition – but not further compensating my day off.
I was told they would inform the furniture store, who would get in touch with me. Still in December 2012.

I’m still waiting for that call today.

I then bought my bed at Möbel Heinrich as well. Delivery and assembly included, for only €20.

Actually an outrage. Not informed several times that no one would come, tickets repeatedly closed (allegedly after consultation that never took place) and then only the restoration of the condition that should have been there from the start. Without further compensation.

Conclusion: At Ikea, you pay with a lot, a lot of frustration. Is that your experience too?
 

Elvis_1220

2013-01-30 22:12:27
  • #2
Nope...


Regards, Elvis
 

IKEA-Profi

2013-01-31 08:54:13
  • #3
Absolutely and understandably you are rightly upset up to this point! I want to say two things about this:

- Indeed, the PAX doors were revised, so there are two "series" with different hinge positions. Your house seems to have been an infamous exception (where were you?) - because I know of many houses where it was ensured not to "mix" new and old doors

- The delivery time window is "normal" - the carrier does not only supply you on one tour, but also many other customers - how should the carrier know in advance how long the unloading process takes at each stop? Therefore, there are no "fixed" times. Just like with Telekom etc.

I am glad that in the end it at least worked out that you have a functioning wardrobe at home. This whole drama should of course remain an exception at IKEA...
 

mampf_9270

2013-01-31 12:01:59
  • #4

Hannover-Laatzen (Expo site)


[list:2t9lgkko]
[*:2t9lgkko]The Telekom technician indicated a time frame from 08:00 to 11:00. Compare that with 07:00 to 13:00 at Ikea[/*:m:2t9lgkko]
[*:2t9lgkko]Furniture Heinrich gave a time window from 09:00 to 11:00. Compare that with the other two (Ikea and Telekom).[/*:m:2t9lgkko][/list:u:2t9lgkko]


The wardrobe is now a bit perforated due to various shelf and drawer relocations (okay, you can’t really see it), because I had to keep "reconnecting" the two wardrobes.

But thanks for your assessment that something like this should not happen. Embarrassing only that the hotline calls apparently never reached the house. Even more annoying that the promised voucher was never mentioned again. The furniture store wanted to get in touch with me. At least one call saying that no voucher would be issued would have been the minimum.

My conclusion: I still buy accessories for existing furniture there (quite a lot, in fact), but nothing new anymore. Everything is priced well, but you just pay too much with your nerves :-/
 

IKEA-Experte

2013-01-31 18:47:39
  • #5


In my experience so far, it depends on the respective furniture store how well the service works. On the whole, I can say that when problems arise, it still works better than with other companies. Even with deliveries of other goods by forwarding agents, the time windows are very generous. As I recently found out, the routes are often more or less finalized only on the morning of the delivery day. But once the route is set, a more precise indication should be possible. The companies would still need to expand their software so that notifications are sent automatically.
 

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