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10-16-2010, 10:24 AM | #1 |
Iron Grenadier
Join Date: Nov 2006
Location: United States
Posts: 701
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Wow what a disappointment. I posted over at trektoy.com's "Broken D's" thread that I had a problem with my ship. I was surprised to see I was not the first, with people commenting on their ship suddenly not working. For some changing batteries helped for others it didn't. I waited a long time before I got mine and purchased one 2 months ago. Sadly 2 months later the ship stops working. Lower section goes on but no sounds, lights stay on, etc.
I contact DST 4 TIMES before I finally get someone to respond. That person being Chris Myers. I tell him my story with the ship. He responds back "usually we'd replace the ship but we are out of stock and can't replace the ship, sorry." I respond back that isn't an acceptable answer. For a ship that costs nearly $50 I would like a better answer than...sorry. He gets back to me and states "give me some options and I'll see what I can do". I tell him I've found 2 auctions online one where the ship is $20 and and another where it is the retail cost. I would like DST to either get the ship from there or reimburse me for my purchasing. I would even take care of the shipping. At that point I don't hear from Chris for nearly a week. I send him a follow up email and nothing. At this point the cheaper auction ends for $20, me not bidding since I expected an appropriately timed response from Chris. I send him an another email that Monday after the weekend as a reminder. He responds back that sorry "we were at NYCC and just got back, we could give you a $20 gift card to our online store" but it isn't their policy to replace the ship by the method I mentioned. I explain to him I don't quite understand how a $20 gift card to their store replaces a $50 ship that I bought in good faith would work longer than 2 months. He once again responds that the $20 gift card is the only option (what happened to me giving him some options that he was "open" to earlier). He goes on to further state that the ship was working when I got it. You can't even by a 2 pack for $20 anymore and in the end I would have to spend money-they gain my loss- to even get anything I would be interested in. How is this a fair option? A follow up email was sent by me stating that I've been a supporter of DST since they acquired the license, my posts here alone demonstrate that. I would also expect DST to stand behind their product and expect it to work for longer than 2 months after I got it. The fact that this is happening to other customers as well demonstrates that this is a larger problem and DST should be stepping up to the plate and making good on it. The troubling thing is the brush off by Chris and therefore DST, the lack of an appropriate response in regards to the $20 gift card to their store, and the inflexibility to "think outside the box" and see that getting a replacement online to satisfy a customer is an appropriate approach. I think this lack of thinking outside the box is what causes the sales to be where they are, the fact that many of us have not gotten the figures we've wanted, and seen constant cancellations and disappointments from DST. I was annoyed that a ship I saved up for for over a year stopped working but what is even more insulting is the total disrespect from Chris and therefore DST on this matter. In tough economic times like these companies like DST, that are feeling the crunch, should be looking at building stronger ties with their customers not ignoring them, dismissing them, or giving them insulting "gift card options" where I would have to spend even more money to even buy something I may be interested in. Apologies for the rant but this has been an annoying situation that started over a month and a half as I tried to get a response from this company and I think people should be aware of the attitude that seems to be surfacing at DST. I asked for Chris's supervisor but he of course did not respond, if anyone knows who else to contact or perhaps Chuck's email I would greatly appreciate it. Thanks Dave |
10-16-2010, 11:01 AM | #2 |
No strings on me
Join Date: Jul 2009
Location: MS
Posts: 11,603
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I'm still angry with them for cancelling so much cool product. Stargate SG-1 series 5 with Gen. Hammond to be precise and several cool Star Trek items. A toy company that isn't willing to sell toys or get their product out or give a crap what fans want will not last very long.
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