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03-07-2014, 08:27 PM | #21 |
Cobra Viper
Join Date: Apr 2009
Location: Washington DC
Posts: 296
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They charged me extra for a carded Dial Tone and insisted I should be happy about it. I told them I was not happy about it because I do not collect moc and this is just an additional charge for something I don't need.
The problem is that their product is an exclusive with no competition so they are not affected by delivering horrible customer service. And they are truly horrible. Hopefully they do not cancel my cross country order after reading this. |
03-07-2014, 08:31 PM | #22 |
I just want foam gliders.
Join Date: Sep 2007
Location: Tooele (two-willa), Utah
Posts: 18,727
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Quote:
I seem to recall getting an email from the Club saying they were having issues, I'd have to look into that. Searching my inbox I've noticed the "sender" names are all different from the Club... some say "admin@funpub," some say "GI Joe Collector's Club," some say "Admin at Fun Publications." So it's hard to sort them out.
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03-07-2014, 08:34 PM | #23 |
Btchin RckStr Frm M.A.R.S
Join Date: Aug 2008
Location: Castle McCullen
Posts: 6,127
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Quote:
I'm not sure why, but the last installment went weird for me too. I got the email, then the pending transaction showed up. Then suddenly it went away and for the rest of the week the money was not taken out. Then it was finally taken out a few days after that. I was about to call that very day, but the wife said it finally cleared.
I seem to recall getting an email from the Club saying they were having issues, I'd have to look into that. Searching my inbox I've noticed the "sender" names are all different from the Club... some say "admin@funpub," some say "GI Joe Collector's Club," some say "Admin at Fun Publications." So it's hard to sort them out.
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03-07-2014, 08:40 PM | #24 |
The Man You Know & Love
Join Date: Feb 2009
Location: In The Middle of a Late Night Crew Orgy
Posts: 28,211
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I feel for you bro. I had the exact same situation happen to me. Credit card good, bank account funded, expiration date not met, and they cancelled my subscription because my card read declined. But my credit union shows no, I repeat NO declined transactions from the month before to the month after the Club said they tried to charge my account. Even still the Club did not want to work with me.
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03-07-2014, 08:41 PM | #25 |
Iron Grenadier
Join Date: Mar 2014
Location: USA
Posts: 950
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Is there a way for your card holder to check if an attempt was made and rejected? if so, while being dicks, they do have to be consistent in how they manage each situation. if not, you have a legitimate complaint to have your card holder reverse all charges because you signed up for the entire service and only received part of it by no fault of your own.
they would have a difficult time challenging the reversal of the charge. |
03-07-2014, 08:43 PM | #26 |
Iron Grenadier
Join Date: Dec 2008
Location: Bay area Santa Cruz California
Posts: 4,243
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Quote:
Here is the last part of our back and forth and at no time did I feel I was being unreasonable. I love how the owner refuses to address the issues I brought to his attention. Can't say if the mods will let this thread go on but No shame in my game:
RE: Joe FSS Billing Decline To see messages related to this one, group messages by conversation. 3:08 PM To: Brian Savage That's great Brian, but at no time was I becoming hostile or using foul language. I just wanted help and your organization refuses to provide assistance. It's ridiculous. As a VP/Owner and as a customer with an outstanding issue, I was expecting a bit more professionalism and assistance. Is this common practice to shoo customers who are persistent in wanting resolution to their issues? From: [email protected] Subject: Re: Joe FSS Billing Decline Date: Fri, 7 Mar 2014 21:59:01 +0000 #####, All of my account reps have permission to terminate any call when the caller becomes hostile and/or uses foul language. I”m not going to answer any more emails as I have provided you with our response. Brian On Mar 7, 2014, at 3:47 PM, wrote: Brian, You probably don't care, but just think about if the situation was reversed knowing you are charging people and delivering this level of poor customer service. If I were part of your operation I would be bending over backwards if members were contacting me wanting to pay the organization more money to get their issue resolved. Being I am a process person for my company have you ever considered developing a process that is customer centric and will assist in resolutions that are both in the interest to funpub and your consumer base because I can see that is clearly lacking. Even if it meant sending an email to a warehouse with specifics to get an issue resolved. I'm sorry your systems are not up to date and if your group did not hold the monopoly on my hobby I would threaten to cancel my membership but it wouldn't make a difference. I still am not convinced that there isn't anything you can do considering you have the ability to look up extra inventory on hand. I find the lack of urgency very disturbing considering I have been a loyal customer and paid you for the privileged of being one. I was planning on buying a boxed set for this year's CON but will be rethinking that decision after having been on the end of your company's poor customer service. Karen all but hung up on me because she didn't want to deal with my issue and where I come from that is a terminal offense. Thank you, From: [email protected] CC: [email protected]; [email protected] Subject: Re: Joe FSS Billing Decline Date: Fri, 7 Mar 2014 21:37:59 +0000 ###, I already provided all that we can do in this situation. I’m sorry that it is not the answer that you are looking for. Again, I have to stick to the same rules and apply them in the same manner to everyone. Regards, Brian On Mar 7, 2014, at 3:15 PM, wrote: Brian, This is fine and dandy, however, this message never came though on my side so this does not solve my issue. Would you like a screen shot of my inbox from this time frame to prove that I did not receive it? Would that help in getting my issue resolved? I just want you people to take my money and help me finish out my subscription services. It's great that I can get them in the store, but how does that help me with the 13the figure? How does that help me with figures I wanted extras of like Big Bear (who i have yet to receive) or Keel Haul? It doesn't. There has to be something your team can do to assist me? I processed an order with the MOP you had on file on January 30th and it went through just fine. I'm sorry that your systems are not up to 21st century standards, but this should not be made the customer's issue. Your team should be willing to work with your customers to resolve these type of issues instead of brushing us off and not offering a point of resolution that is reasonable aside form us having to keep an eye on emails to advise when these are stocked in the store. It's ridiculous that I have to go to these lengths and still not get assistance, especially given the fact that I am wanting to give you my money. Why is that so hard to assist with? Please I am asking for your help. there has to be something you can do. I'll be awaiting your response. And if you can find it in your heart to work with a customer that is in this one off situation, it would go a long way with keeping a good relationship in doing business with your staff. (Gave him my cell phone number here). Best Regards,
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03-07-2014, 08:53 PM | #27 |
Bovine Excrement Viper
Join Date: Jan 2008
Location: Location? Location!
Posts: 5,887
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Quote:
Which is extremely frustrating. I was asking him all the right questions and he basically said and I quote "If I make an exception for you, I have to proactively make it for everyone else, and that's just too much work." Apparently FUNPUB is not in the business for profit incentive because if they were, they would be like Smaug, who is unwilling to relinquish even a single gold coin. I hope enough people are persistent in making a stink of this whole debacle and they do something. Brian's team won't be winning any awards for customer service anytime soon if they treat every one off situation like they did mine.
It's a self-reinforcing bit of circular logic. Major change will only occur under two circumstances: introduction of competition, or a screwup so huge even the diehards (or possibly even Hasbro) pull up stakes and leave. After the data breach (which can happen to anybody) and the handling of such (which was disingenuous to say the least), I'm not sure if a mega-fail is even possible. |
03-07-2014, 08:56 PM | #28 |
Btchin RckStr Frm M.A.R.S
Join Date: Aug 2008
Location: Castle McCullen
Posts: 6,127
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Quote:
No, they're not going to win any awards. The problem is, they won't suffer any consequences either. There's nobody for unhappy customers to turn to. It's either put up with the BS, or stop buying. If you put up with the BS, they have no incentive to change as what they've been doing is working. If you stop buying, you're no longer a customer. What sane business cares about non-customers?
It's a self-reinforcing bit of circular logic. Major change will only occur under two circumstances: introduction of competition, or a screwup so huge even the diehards (or possibly even Hasbro) pull up stakes and leave. After the data breach (which can happen to anybody) and the handling of such (which was disingenuous to say the least), I'm not sure if a mega-fail is even possible. As I indicated in my reply to him. I would threaten to cancel but it wouldn't do any good. I was just shocked that they would be as dismissive as they were.
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03-07-2014, 09:12 PM | #29 |
Cobra Amphibian Trainer
Join Date: Oct 2010
Location: Ventura
Posts: 2,580
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I feel bad for the OP and did full payment on the two FSSs for fears of this situation.
More generally, I wonder if G.I. Joe fans are more prone to being scammers or deadbeats and that is why the Club has resorted to such draconian policies? Think about the worst eBay buyers and that is probably what the Club has repeatedly dealt with. Again, the Club has well-documented examples of incompetence and bring much of it on themselves, but even in the FSS returns thread I could see the potential for people bending cards on purpose if they could get a replacement and buy the 'damaged' one at a discount. Maybe the Club is too small to absorb the graft that larger operations can write off. |
03-07-2014, 09:32 PM | #30 |
That's lo!
Join Date: Nov 2007
Location: Wa.
Posts: 31,050
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I talked with my bank today and they have NO record of any declined charges... nadda.... again, it wouldn't be a no-fund availability anyways... but there isn't even a record of them trying.
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