paulmann.com

Poor customer service

What a fiasco. I first tried using the Configurator to design my simple H pattern URail system with 3 lights over the kitchen counter and 2 pendant lights over the kitchen island. I tried to use an iphone, an IPad and MacBook and later an IMac and all did not allow me to configure what I wanted. So I drew the H pattern to scale with the lights and power point and contacted customer service by email. I got a reply that they weren’t a design service and if I wanted to talk to them I would need use the Configurator. So I made a simple H on the Configurator but because it would not allow me to insert the lights I wanted (Hildor) I put in random ones just so I could talk to someone. This time I was allowed to speak to someone. Unfortunately English was not her native language and we struggled through but really got nowhere and my technical French did not allow us to progress far after 26 minutes. I also tried calling the UK +44 number right after speaking to her but somehow managed to get her back. So two days later I enlisted a French friend and after 28 minutes we were no further ahead with the lady suggesting we get an electrician. During this period I had ordered all the items that I thought I’d need as I wanted to take advantage of their Black Friday sale. In fairness to the customer service lady she did tell me what I had ordered wrong. But we still did not resolve which pieces I needed. Simply put I wanted to control the counter lights separately from the island lights all connected to one power source. I know there is a way of doing this because I’ve already had it done elsewhere using a remote control. I just wanted to order the right pieces. I wrote more emails and also had a friend come with me to the local store that sold the URail system and they couldn’t help. I also talked to an electrician and he was puzzling over it. I am amazed at how much Paulmann must be losing because of the poor Configurator and customer service unable to come up with a solution that surely is a fairly common scenario. Regrettably because I had spent nearly a week before ordering and then 2 weeks afterwards, my return period was expiring and I had to send the lights back. A real disappointment as we were looking forward to these light. The problem they told me was because the Hildor lights I had chosen were 3 step dimmed and not dimmable. I pointed out that their website actually says the Hildor are dimmable in addition to being 3 step and if they are not then they should fix the description. They didn’t respond.

Date of experience: Dec 12, 2024