Petlog issue 23 November 2020 at 1:01PM in Pets & pet care 9 replies 1.2K views

Kcaj94

Hi guys,

I am after some advice if you could help at all.

In May of this year I bought a dog who has his microchip registered with Petlog. 

Since purchasing, the seller has moved address and does not respond to any of my calls or messages (they assured they would send the paperwork in the week following purchase but this never happened)

The dog is registered with Petlog and I am trying to get the microchip changed to our address and details.

I have tried using the ‘I don’t have the transfer code’ function on the Petlog website and selected the relevant details, but when I try to progress the website informs me that the ‘wrong details have been given’. 

There is no other way of progressing even though I am putting the correct details in. 

I have been trying to call their lines for the last 5 months to sort this but the lines just keep on ringing, the system tells me that I am number 2 in the queue but just carries on ringing with no answer. 

I am extremely keen to have this sorted now as we are conscious of seeing reports in the news of Cocker Spaniels being stolen and need him updated to my address. 

Is there any way I can have the dog registered with another microchip company? As I am really at a loss in terms of where to go from here.

Thanks guys

sheramber

Are  you sure you have entered the correct microchip number?
What other information does it ask for as I can only access the screen asking for the number?

sheramber

You could try  emailing them
[email protected]
Petlog is administered by the Kennel Cub . On their facebook page 1 hr ago.
We apologise to customers that due to a high number of enquiries, you may experience delays in contacting us. We are working hard to get back to you as quickly as possible.

Marmaduke123

Ask your vet for advice. Maybe your dog could have the current chip removed and another one inserted.

Kcaj94

Thank you for the responses guys, much appreciated. 

It also asks for the dogs name (when registered) and breed - I am sure the microchip no. Is correct as we obtained it from the vet.
I have tried emailing using that email address but have been ignored. 

I may get in touch with the vets to see what they suggest.
Thanks guys 

Fuzzy_Duck

Unfortunately I had the same problem a few years ago- Petlog needed to do something their end for me to change the details without the transfer code after asking me a few questions about my cat. Took an hour to get through. I'm sure you have tried already, but if not, try calling at different times and avoid the start and towards the end of their working day as well as lunchtime. I've noticed they have responded to some negative reviews on TrustPilot and provided the email address [email protected] so you may want to try that too.

sheramber

Are you sure it is a Petlog chip? You can check online.
 Is your dog  Kennel Club registered? If so, have you tried both the pet name and the KC registered name?
The other alternative is that the chip was never registered.

Kcaj94

Fuzzy_Duck said:

Unfortunately I had the same problem a few years ago- Petlog needed to do something their end for me to change the details without the transfer code after asking me a few questions about my cat. Took an hour to get through. I'm sure you have tried already, but if not, try calling at different times and avoid the start and towards the end of their working day as well as lunchtime. I've noticed they have responded to some negative reviews on TrustPilot and provided the email address [email protected] so you may want to try that too.

Thank you for your response - At least I’m not the only way finding their service appalling.
I have actually tried that email address but they do not respond. 

Kcaj94

sheramber said:

Are you sure it is a Petlog chip? You can check online.
 Is your dog  Kennel Club registered? If so, have you tried both the pet name and the KC registered name?
The other alternative is that the chip was never registered.

I have checked online and it does inform me that the microchip is registered with Petlog.
I have tried various combinations but sadly it does not seem to make a difference

sheramber

I would try asking your vet surgery for help. Explain that you are having problems transferring the chip tpmyour name   as the system says the information is not correct.
1 Can they confirm that the chip is registered to a person? When my dogs were chipped the vet gave me the paperwork to send off. If I hadn't sent it they would not have been registered to a person. They will not be able to tell you a  name but could confirm the chip is registered to a person. I suspect that the reason the papers are not forthcoming me because they do not have any.ay b
2 Could they confirm what dog's name is registered?  If the breeder registered a litter then maybe the wrong name was registered to the chip.