Ordering From FNAC

[McCrutchy]

Originally Posted by UnionJackMix

That's where the trouble started with me. I pre-ordered many titles and they were just not shipping and the order page said they were pending from the label, but this was several weeks after release and other sites had them as avaiblable and even fnac themselves (!!).
I eventually cancelled those orders and got them from an amazon.

Interesting...my item just went to "Plus que 1 en stock" online, yet my order still says "En attente de livraison fournisseur" which means "waiting for delivery from supplier". It's past noon in France, so it's strange that my copy hasn't gone into the shipping process. Incidentally, Amazon still says the title is temporarily out of stock.

Still nothing in the loyalty pot, so it must not come through until they've shipped the entire order.

[UnionJackMix]

Originally Posted by McCrutchy

Interesting...my item just went to "Plus que 1 en stock" online, yet my order still says "En attente de livraison fournisseur" which means "waiting for delivery from supplier". It's past noon in France, so it's strange that my copy hasn't gone into the shipping process. Incidentally, Amazon still says the title is temporarily out of stock.

Still nothing in the loyalty pot, so it must not come through until they've shipped the entire order.

If I were you I would consider cancelling the order and immediately placing a new one, OR the other way around. I guess shipping charges will be one thing to consider.

[McCrutchy]

Originally Posted by McCrutchy

Interesting...my item just went to "Plus que 1 en stock" online, yet my order still says "En attente de livraison fournisseur" which means "waiting for delivery from supplier". It's past noon in France, so it's strange that my copy hasn't gone into the shipping process. Incidentally, Amazon still says the title is temporarily out of stock.

Still nothing in the loyalty pot, so it must not come through until they've shipped the entire order.

Originally Posted by UnionJackMix

If I were you I would consider cancelling the order and immediately placing a new one, OR the other way around. I guess shipping charges will be one thing to consider.

I noted a couple of days ago that the disc had moved into "Awaiting carrier pickup" and it has apparently just shipped now. So that's the whole order done and I should think the €40 should be on my account by Monday at the latest. We shall see.

[McCrutchy]

Originally Posted by McCrutchy

I noted a couple of days ago that the disc had moved into "Awaiting carrier pickup" and it has apparently just shipped now. So that's the whole order done and I should think the €40 should be on my account by Monday at the latest. We shall see.

Well, things have gotten interesting. A credit has come in, but instead of €40 on my account, there is only €30. I am assuming this has to do with VAT removal, but the problem is that the cart said I would receive €40, not €30. I will be chatting with them ASAP and hopefully I will get the other €10 credited to me.

Incidentally, I received the last item today, as well.

[McCrutchy]

Originally Posted by McCrutchy

Well, things have gotten interesting. A credit has come in, but instead of €40 on my account, there is only €30. I am assuming this has to do with VAT removal, but the problem is that the cart said I would receive €40, not €30. I will be chatting with them ASAP and hopefully I will get the other €10 credited to me.

Incidentally, I received the last item today, as well.

I just chatted with FNAC. Unfortunately, the representative did not seem to understand and said there was no way to give me the additional €10. She then cut me off as I asked to speak to a supervisor. Strangely, I now can't open another chat window--this could be because they just closed, but in the past, I've been able to open chat windows after hours and now I cannot.

Conveniently, there is no record of the loyalty amount in my order on the site or in my confirmation e-mail. The cart very clearly said I would receive €40 at the final checkout page alongside my total, which was €376,08 (but over €400 with VAT). I explained to the rep that I very specifically spent that amount in line with the cart telling me I would receive €40 and not €30.

If I can find the time, I'm going to try one more time on Monday, then if that doesn't work, I will try to get visual evidence of what the cart says at checkout once another sale is on. But right now, I'm not pleased at all. It's another black mark on FNAC and another reminder of why I wouldn't be using them if Amazon.fr got their act together.

[UnionJackMix]

Originally Posted by McCrutchy

I just chatted with FNAC. Unfortunately, the representative did not seem to understand and said there was no way to give me the additional €10. She then cut me off as I asked to speak to a supervisor. Strangely, I now can't open another chat window--this could be because they just closed, but in the past, I've been able to open chat windows after hours and now I cannot.

Conveniently, there is no record of the loyalty amount in my order on the site or in my confirmation e-mail. The cart very clearly said I would receive €40 at the final checkout page alongside my total, which was €376,08 (but over €400 with VAT). I explained to the rep that I very specifically spent that amount in line with the cart telling me I would receive €40 and not €30.

If I can find the time, I'm going to try one more time on Monday, then if that doesn't work, I will try to get visual evidence of what the cart says at checkout once another sale is on. But right now, I'm not pleased at all. It's another black mark on FNAC and another reminder of why I wouldn't be using them if Amazon.fr got their act together.

One things that annoys me with fnac is that it is not easy to get in touch with them. Like you said, the chat window cannot be found or found a way to open it, while often it pops up when you don't need it.
Do you need an email address to contact them, because I might be able to find it.
It's unacceptable that they cut you off when you ask to speak to a supervisor.
I suggest you try one more time (last time) to explain the whole situation by email and see what they say.
I really hate that you spend a good amount of time to explain why you did certain things and put in all required details and they can't be bothered to reply to all of them and instead just reply to one of them. A good indication of bad customer service.

That whole thing of bonus amounts being credited back to you seemed quite dodgy from the beginning for me, which is why I did not pursue having another fnac card.

[jkoffman]

Guess I stumbled on this thread a little too late. I'm in the US and just placed my first order. I had no idea I was getting a future credit with their discount offer, and I did sign up for 1 year of the Fnac card to get €10 back from my over €100 order. These big box places all act like some complex price club now and you really have to research and then do your own math to see if any of it is actually a deal for you. Assuming my order arrives as expected, no big regrets thus far, but I doubt I'll have more than a couple orders in a year.

[McCrutchy]

Originally Posted by UnionJackMix

One things that annoys me with fnac is that it is not easy to get in touch with them. Like you said, the chat window cannot be found or found a way to open it, while often it pops up when you don't need it.
Do you need an email address to contact them, because I might be able to find it.
It's unacceptable that they cut you off when you ask to speak to a supervisor.
I suggest you try one more time (last time) to explain the whole situation by email and see what they say.
I really hate that you spend a good amount of time to explain why you did certain things and put in all required details and they can't be bothered to reply to all of them and instead just reply to one of them. A good indication of bad customer service.

That whole thing of bonus amounts being credited back to you seemed quite dodgy from the beginning for me, which is why I did not pursue having another fnac card.

Thanks for your concern. I'm definitely thinking the card is not going to be renewed at this point.

They seem to be closed until Monday morning, so I will try again then. If I need that e-mail address, I'll send you a PM.

[UnionJackMix]

Originally Posted by jkoffman

Guess I stumbled on this thread a little too late. I'm in the US and just placed my first order. I had no idea I was getting a future credit with their discount offer, and I did sign up for 1 year of the Fnac card to get €10 back from my over €100 order. These big box places all act like some complex price club now and you really have to research and then do your own math to see if any of it is actually a deal for you. Assuming my order arrives as expected, no big regrets thus far, but I doubt I'll have more than a couple orders in a year.

I tried to read up about it on their site (badly badly explained and lots of links bring you to the same place where information on this is too vague) and even chatted or called them about it, and this was for an offer where I was going to get about 30 or 40 EUR "back".
Really glad I didn't bite. I had a normal fnac card that I got in store during the holiday season, I think I didn't pay more than 10 EUR for 3 years. Whethere I benefitted or not is not clear yet, and seeing as you don't benefit at all by renewing, or not as much as a new member, I let it expire. As a rejoiner, I will be able to re-join from scratch, they confirmed me this much.

Originally Posted by McCrutchy

Thanks for your concern. I'm definitely thinking the card is not going to be renewed at this point.

They seem to be closed until Monday morning, so I will try again then. If I need that e-mail address, I'll send you a PM.

Cool, fingers crossed.

[McCrutchy]

Okay, when I go to this link:

https://www.fnac.com/chat-service-client

I am still seeing this:

[Show spoiler]

Previous to my last chat on Saturday, there was a yellow button underneath the chat option. Now that is wonky. I have logged out and back in again, cleared all the cookies and so on, and while the yellow "chat now" button will sometimes appear, and occasionally the chat window will start to pop up, it then flicks off completely.

EDIT: The site itself also seems to be struggling to connect for me at times.

Does anyone else have the same issue at the above link?

[jkoffman]

Originally Posted by McCrutchy

Does anyone else have the same issue at the above link?

Just tried it on my phone and the chat appeared with no issues.

[UnionJackMix]

I've experienced a similar thing in the past.
If I try now it says the service is closed. I believe they only work office hours and they don't really tell you that that's the case.
I seem to remember the option pops up on its own annoying me (lower right corner) whenever I cancel orders lol, maybe try pre-ordering some stuff and then delete them.

[McCrutchy]

Originally Posted by UnionJackMix

I've experienced a similar thing in the past.
If I try now it says the service is closed. I believe they only work office hours and they don't really tell you that that's the case.
I seem to remember the option pops up on its own annoying me (lower right corner) whenever I cancel orders lol, maybe try pre-ordering some stuff and then delete them.

Chat issue is fixed now...I deleted my cache and it worked.

This chat rep seemed to understand better. Supposedly I will be getting a €10 voucher in the next 1-2 days via e-mail, so I am satisfied. I also made sure to get a transcript of the chat, just in case.

Originally Posted by jkoffman

Just tried it on my phone and the chat appeared with no issues.

Yes, I could get the chat intermittently on my phone, but it didn't work in two different browsers on my PC, including one I never use. Very strange, but hopefully it's fixed for good now.

[jkoffman]

My first order was placed on 1/21 with DHL tracking and received on 1/26. I ordered 8 BDs. 4 were on sale for €10. All of them arrived in 1 box and in perfect condition. 2 of the BDs were years old and I wouldn't have been surprised if there was slight damage, but there was none, even for 1 that came in a unique box set package. Very satisfied with them so far, but have checked several French releases off of my wish list now, so I doubt there will be anything I need to order from them for a while. Apparently I have to use my €10 loyalty credit by 4/30. In hindsight, there are too many rules for their paid membership benefits program for it to be worthwhile for me.

[P.A.C.O.]

I must be missing something, but how do you get it to display in English?

[jkoffman]

Originally Posted by P.A.C.O.

I must be missing something, but how do you get it to display in English?

I use Google Chrome and typically a translation pop-up window will appear on the web address line. And when it doesn't pop-up, just click on the Translation button (see arrow).
Screen Shot 2022-02-01 at 11.53.48 AM.jpg

[McCrutchy]

Originally Posted by McCrutchy

Chat issue is fixed now...I deleted my cache and it worked.

This chat rep seemed to understand better. Supposedly I will be getting a €10 voucher in the next 1-2 days via e-mail, so I am satisfied. I also made sure to get a transcript of the chat, just in case.

A small update regarding this. I tried to use this voucher this morning because I wanted some items releasing between now and next month, there is another promo code on for €15 for every €100 (ending in the next few hours), and the e-mail I received (sent on 26 January) said the €10 voucher would expire on 23 March. I also had the €30 in my loyalty account, which says it expires on 30 April 2022.

Then I found out that the €10 voucher sent to me would not work. Since the promo ends at 13:00 in France (08:00 in New York, because Europe is not on daylight savings yet this year), I had only hours to place an order and get €15 in credit, so I resolved to wait for the chat to open in France.

I was transferred, twice, and after what must have been 45 minutes, I found out that the voucher code I was sent back in January is only good for "technical" items, which must mean electronics, since the examples given were phones and PCs. Now, the rep who gave me the code back in January must have known that the previous order had only movies in it, so why they would try to rectify that by sending a gift voucher that doesn't work on movies, I don't know. But eventually, the third rep was able to add it to my account automatically. In my order e-mail, it just shows as €40 off in gift certificates.

Strangely, the e-mail doesn't seem to say that it doesn't work on DVDs or CDs, only downloaded music and videos, so I'm not sure what the issue is, but my French is far from fluent, so maybe there is something I'm missing. Anyway, here is the text of the voucher e-mail, so you can see for yourself:

[Show spoiler]Le Service Client Fnac.com est heureux de vous offrir ce bon de réduction, numéro [redacted].
Ce bon, d'un montant de 10 euros, est valable uniquement sur Fnac.com.

> Bon valable jusqu’au 23/03/2022.
Bon non valable dans les rayons livres, tirages photo, jouets, voyages, spectacles, MarketPlace et téléchargement (fnacmusic, vidéos, logiciels, jeux).
Bon de réduction ni échangeable, ni remboursable, ni cumulable.

Ne supprimez pas cet email !
Pour passer votre commande, vous aurez besoin du numéro du bon.

Pour en savoir plus :

Comment utiliser votre bon ?

Les conditions d'utilisation du bon

A bientôt,
Le Service Client.

[UnionJackMix]

Originally Posted by McCrutchy

A small update regarding this. I tried to use this voucher this morning because I wanted some items releasing between now and next month, there is another promo code on for €15 for every €100 (ending in the next few hours), and the e-mail I received (sent on 26 January) said the €10 voucher would expire on 23 March. I also had the €30 in my loyalty account, which says it expires on 30 April 2022.

Then I found out that the €10 voucher sent to me would not work. Since the promo ends at 13:00 in France (08:00 in New York, because Europe is not on daylight savings yet this year), I had only hours to place an order and get €15 in credit, so I resolved to wait for the chat to open in France.

I was transferred, twice, and after what must have been 45 minutes, I found out that the voucher code I was sent back in January is only good for "technical" items, which must mean electronics, since the examples given were phones and PCs. Now, the rep who gave me the code back in January must have known that the previous order had only movies in it, so why they would try to rectify that by sending a gift voucher that doesn't work on movies, I don't know. But eventually, the third rep was able to add it to my account automatically. In my order e-mail, it just shows as €40 off in gift certificates.

Strangely, the e-mail doesn't seem to say that it doesn't work on DVDs or CDs, only downloaded music and videos, so I'm not sure what the issue is, but my French is far from fluent, so maybe there is something I'm missing. Anyway, here is the text of the voucher e-mail, so you can see for yourself:

It says:

> Voucher valid until 23/03/2022.
Voucher NOT valid for items in the sections books, photo prints, toys, travels, shows, marketplace and downloads (fnacmusic, vidéos, logiciels, jeux).
Voucher is not exchangeale nor refundable, nor can you add it to another one.


sounds to me like it would be valid for physical formats of movies and music. Then again fnac is really bad when it comes to terms and conditions. They probably don't know themselves what they should have made it out for in the first place.

[DMRI2006]

I wondered if anyone who's ordered from FNAC could let me know what's up with this -- I placed my first order with them for 3 items, 2 were preorders. 1 of the items just shipped, the rest of the order (due out in July) has a "order to regularize" ("Your order has been suspended pending payment adjustment") tag and a field to fill out my credit card number (I paid with Paypal), though no fees or anything listed after those fields.

When I chatted with a FNAC rep, he told me to disregard it and that "the order is not awaiting regularization, it is an automatic status." That I would not be billed beyond my total etc.

Is this normal or some odd thing with their system? Many thanks in advance.

[witchmania]

Originally Posted by DMRI2006

I wondered if anyone who's ordered from FNAC could let me know what's up with this -- I placed my first order with them for 3 items, 2 were preorders. 1 of the items just shipped, the rest of the order (due out in July) has a "order to regularize" ("Your order has been suspended pending payment adjustment") tag and a field to fill out my credit card number (I paid with Paypal), though no fees or anything listed after those fields.

When I chatted with a FNAC rep, he told me to disregard it and that "the order is not awaiting regularization, it is an automatic status." That I would not be billed beyond my total etc.

Is this normal or some odd thing with their system? Many thanks in advance.

I had this happen with one of my orders recently, and was also told to ignore it by a customer service rep. Sure enough, the item with the error (which, as in your case, was a pre-order) shipped as normal, around its release date.

I've never had this before with orders that have contained pre-orders, but maybe this is just how Fnac's system works now (when you use PayPal, at least).