|
Community Links |
Social Groups |
Pictures & Albums |
Members List |
Search Forums |
Advanced Search |
Go to Page... |
|
Thread Tools |
07-20-2008, 07:42 PM | #31 |
Nemesis Creator
Join Date: Sep 2007
Location: Dallas, TX
Posts: 2,355
|
Say whatever you want, I've got no issue doing business with Smalljoes. My experiences have all been just fine.
As a e-tailer, shit just plain happens and it doesn't do anyone any good when these kinds of threads pop up. After careful reading, it looks like the original poster didn't allow the time or opportunity for the situation to be handled properly. This situation didn't develop overnight I'm certain, and is not going to be resolved immediately either. When your dealing with any large company, most times the left hand is not aware what the right hand is doing, and because of this you get situations like this lost package. A large company like FedEx, DHL, USPS, or UPS deals with millions of packages a day and the law of averages is going to catch up with you sooner or later. Example: I had a package I shipped to a guy in California (4X6 padded envelope) in mid Feb 2005. It had Delivery Confirmation which in most cases is good enough to track the package with, except for this case. The package arrived in Feb 2006 after bumping around the postal system for an entire year. The entire time, the DC number showed that the package never left Fort Worth. This is not the first time something has happened like this. I recently had an almost identical situation where I shipped to a customer in Louisiana, and the items arrived back on my doorstep 6 months to the day after they were shipped. I posted photos of the dated package just to prove it in my old forum. The problem as an e-tailer is the same that anyone else who does mail order will run into, and that's once the package leaves your hands, you can't do anything about it. As a customer, you want someone to blame and the person who sold it to you is the first and most immediate suspect, whether actually responsible or not. Almost inevitably this leads to some hasty accusations or a hot-tempered email that only makes the situation worse. Also, in Smalljoes defense (I'm certain that he really doesn't need it) after you have this happen 3 or 4 times, and deal with the crap from both sides of the deal it becomes easier just to write it off. If the buyer purchased insurance, they get a refund, and if they didn't it's too bad. Everyone loses. This is not to say that you shouldn't show concern, or ask for an answer to your problem, but think about how you go about it, and be prepared to wade through the shit on your end of the deal when you ask an e-tailer to do the same. A couple of things to make the situation go smoothly and resolve things where everyone is happy: 1) Be prepared for a wait. Allow the time that you can make a chargeback as the window of opportunity. If things are not worked out by then, feel free to take the steps necessary to cover yourself. Once a retailer starts trying to track down a package, they are subject to the same runaround that has been described here, and may have to take more extreme steps with the shipper. Allow them time to do what they can to provide you with good service, before claiming it was bad. 2) Succinctly and without attitude, state your problem clearly in an email to the retailer and allow them at least 48 hours to reply back. Sometimes things get backed up, or real life intervenes. It doesn't mean they don't or won't help you, it just means you haven't been gotten to yet. 3) Know your details. Have the order number, payment method, your shipping address, the tracking information and anything else that you can gather put together. If you pass this info along to the seller, it will make investigation even easier and faster. 4) Don't cop an attitude. Nobody likes dealing with someone who is being a jerk. Would you like it if the tables were turned around on you? 5) Remember that as a customer in any transaction your entitled to only two things: The items or service as described and as you paid for in a timely manner (most places use a thirty day timetable as reasonable example), and value of goods commensurate to your dollar. Anything less is "bad service" and anything more is a bonus. I do hope that things work out, and you are able to recover the items or your payment. Just be sure you've ruled out all other options before posting a thread like this in a public forum, with the intent of damaging someones livelihood. Also, the feedback thread might be a better place for it anyway. |
07-20-2008, 07:50 PM | #32 |
Iron Grenadier
Join Date: Jan 2008
Location: McKinney TX
Posts: 701
|
I have no problem with speaking out about bad service. I have used small joes in the past and usually everything is fine with a few exceptions like this. If one bad post effects your livlihood then you need to build a better business. As consumers we can freely state our dissastifaction with a company. I have complained to other companies and about other companies. Doing your job is not good customer service going beyond what is expected by the customer is good customer service.
I was asked to give a customer service survey one time and when asked did I recieve exceptional customer service I replied no. The stunned agent asked if she had not done everything I asked and I told her that she did but nothing beyond what I expected. We in America have come to think that getting the service we deserve is good or exceptional when all it really is what it was supposed to be. We too many times get crappy customer service and don't know what we really are supposed to get. |
07-20-2008, 08:07 PM | #33 |
Nemesis Creator
Join Date: Sep 2007
Location: Dallas, TX
Posts: 2,355
|
Quote:
I have no problem with speaking out about bad service. I have used small joes in the past and usually everything is fine with a few exceptions like this. If one bad post effects your livlihood then you need to build a better business. As consumers we can freely state our dissastifaction with a company. I have complained to other companies and about other companies. Doing your job is not good customer service going beyond what is expected by the customer is good customer service.
The problem with "one bad post" is that this is the internet, and people are brave in their anonymity in spouting off and saying things they would not say in person. It's easy to jump on a bandwagon out of empathy, or boredom or even out a sense of twisted duty and that's what jerks my chain. As for "doing your job", do you always give your customers exceptional service? If your honest with yourself, that answers most likely going to be "no". As I said, there are many things that can affect any transaction and foul it up on either end. Quote:
I was asked to give a customer service survey one time and when asked did I recieve exceptional customer service I replied no. The stunned agent asked if she had not done everything I asked and I told her that she did but nothing beyond what I expected.
Quote:
We in America have come to think that getting the service we deserve is good or exceptional when all it really is what it was supposed to be. We too many times get crappy customer service and don't know what we really are supposed to get.
|
07-26-2008, 03:11 PM | #34 |
Ruination Awakens!
Join Date: May 2003
Location: NC
Posts: 324
|
For the record....
I received my 1st and only, thus far, order from Small Joes today. As I had said earlier, I chose the USPS shipping option. Contrary to what someone had mentioned, there's absolutely no sign of DHL ever having their hands on the box. I am happy! To me, USPS has been the preferred way to have your items shipped to you, with UPS being a close 2nd. |
07-27-2008, 01:21 AM | #35 |
Crimson Guard
Join Date: Jan 2008
Location: TN
Posts: 1,178
|
Well said Alyosha. Thanks for taking the time to offer a retailer's point of veiw. As customers, try and allow the retailers enough time to correct the situation before freaking-the-hell-out. Problems can happen no matter how a package is shipped. DHL, FedEx, UPS, and USPS all screw up now and then. It doesn't matter which a retailer uses. This is why insurance is available. Some places cover all of thier shipments with insurance, services like UPS or FedEx automaticly are covered for $100. I'm not sure about DHL. How the retailer responds to the situation is the true test of a business. It is a sad fact about the internet that a business can offer outstanding service with thousands of satisfied customers, but it something goes wrong for one of them, that person feels the need to "punish" the business and go on an internet crusade against them. Many times not even allowing the company time to correct the situation. Try to have a little patience and understanding. If you sell something on ebay and the buyer says they never got it, do you send them another one? Businesses work the same way, except in many cases the stakes are not just some extra cash, it's their livelyhood. If you are going to attack someones source of income, just be sure you have a damn good reason.
As for smalljoes, I have ordered from them 2 or 3 times and got my stuff quickly with no hassles. |
07-27-2008, 04:23 AM | #36 |
Cult of the No-Ring
Join Date: May 2004
Location: Stuck filling out useless information on the details page
Posts: 778
|
Quote:
For the record....
I received my 1st and only, thus far, order from Small Joes today. As I had said earlier, I chose the USPS shipping option. Contrary to what someone had mentioned, there's absolutely no sign of DHL ever having their hands on the box. I am happy! To me, USPS has been the preferred way to have your items shipped to you, with UPS being a close 2nd. |
07-27-2008, 09:37 AM | #37 |
Ruination Awakens!
Join Date: May 2003
Location: NC
Posts: 324
|
Wow...interesting! Nothing on my box indicated DHL......Oh well.....at least we got the stuff!
|
07-27-2008, 09:58 AM | #38 |
Iron Grenadier
Join Date: Jan 2008
Location: McKinney TX
Posts: 701
|
I firmly believe customer service is bad in most places. I don't feel I am entitled but it never hurts to go the extra mile to make a customer happy. I contacted Directv about a problem I had.
Instead of having me spend hours on the phone like the cable company trying to fix it they sent me an upgraded (newer than I had) HD DVR and then gave me $5 off my bill for a year for a minor problem. This is above and beyond the normal customer service. This is why I have been a customer of theirs for years. It's called repeat business if you want it show some outstanding customer service and make the customer say wow that was a great experience. BTW my package still is lost and I'm still waiting on a refund. This is not customer service. I expected more from them since I have had some good experiences with them. It's been 24 days since I ordered and no one knows where the package is, and I don't know where my money is either. |
07-27-2008, 10:02 AM | #39 |
Scarred Cobra Officer
Join Date: Oct 2007
Location: New Jersey
Posts: 4,612
|
The fair thing to do is for Small Joes to ship the item again or refund your money completely if the item get's lost in the mail. It's fairly standard for a lot of mail-order firms.
|
07-27-2008, 12:46 PM | #40 |
Billy Beane's adviser
Join Date: Nov 2007
Location: Oakland,CA
Posts: 733
|
I don't know about DHL. but I can tell you this, I'm a route driver for a large shipping company and small packages can fall into pallets get or just misrouted. Contact the seller and shipper to try to find your package asap.
__________________
Quote:
Henderson played on nine teams, but he's sure to be inducted as an Oakland Athletic, like Eckersley, and depicted wearing an A's cap on his plaque. The A's were Henderson's first and favorite team, so much so that he returned three times and wanted to return a fourth so he could retire in green and gold.
"In Beane We Trust" |
Similar Threads | ||||
Thread | Thread Starter | Forum | Replies | Last Post |
Lines/Colors/3D Quarrel and Tracker Take on NIGHTMARE of the RED SHADOWS | jamarmiller | G.I. Joe Fan Art | 7 | 03-17-2008 09:45 PM |
|
|
Recent Off Topic Threads |
JazWares 18th Halo |
Hisstank Late Night thread... |
What song are you listening to? |
Star Wars 3 3/4 discussion thread |
Unknown American Defense vehicles |