How much is enough????

[tomdkat]

Ok, I need your advice. This is a LOONGGG story so get some coffee or print it out and take it with you when you go to the can...

A few weeks ago, I placed an order for The Matrix from an online retailer and had it shipped DIRECTLY to someone else. No big deal. They got the DVD and are happy.

After that, my BIG DVD order was shipped and like 10 DVDs were supposed to be in the box and only 8 were there. I was charged for all 10 even though 8 were in the box. I contacted the retailer and they explained a warehouse mixup where the computer indicated TWO titles were in stock that really had not been received yet.

Ok, they credit my account for the TWO titles that did not ship and at my request ship the TWO titles under a NEW order. I ask that they ship the TWO titles WITH NO SHIPPING since I was NOT credited the shipping from the BIG order. They complied. No big deal.

Well, the TWO titles shipped to the SAME address where I sent the copy of The Matrix, mentioned above. Apparently, the LAST address added to the account becomes the DEFAULT shipping address....

I had NO idea this had happened because the retailer placed this order on my behalf internally and took the default account settings (I reckon). Fortunately, the person who got the TWO titles sent me a thank you e-mail thanking me for them.

I wrote back, explained the situation and asked that he either a) buy them from me at the SAME cost I bought them from the retailer or b) send them to me. He agreed to send them to me.

To this day, I have not received any DVDs so I figure they are GONE.

Anyway, yesterday (06/20/2001) I placed an pre-order for a new DVD release. That went fine. Later on that day, I tried to send ANOTHER copy of The Matrix to ANOTHER person (as a gift) and during the order placmement process, my order got placed on someone ELSE'S account! (Yeah scary...)

TO make a long story short, the account mixup problem was resolved and that "hole" will be plugged on their site.

Now, this is the first time I've EVER had these kinds of problems wiht this particular online retailer.

I would prefer to leave the online retailer NAMELESS and I ask that and anyone that replies do the same.

What would do? Consider this just an occasional glitch that happens from time to time and let it go? Would you cancel your account?

No, this is NOT DVD Express...

Peace.....

[Chromy]

I would definatly not order from them for a while. Sounds like they're having many problems all of a sudden.

About the 2 missing discs, I would just say that you never received them. It's not your fault they sent them to the wrong place.

Chromy

[Chris in OC]

It depends on how quickly they responded and what their responses were, and also how they've been historically. I've dealt frequently with an on-line retailer that's never given me a second's worth of trouble, so if there was a mix-up on a new order and they handled it well, I'd give them the benefit of the doubt. A second mix-up would be different, though. At that point, I'd contact someone in management to let them know what's going on (preferably by phone), and if the answer and resolution were satisfactory, I might give them one more chance. On the third strike, they'd probably be out.

BTW, when I use the word "resolution," I'm referring not just to the outcome, but how we got there. If they apologize and do the right thing without prompting, they win more points. If I have to ask, say, for a refund on shipping for items they didn't send, that rates lower. And courtesy and professionalism go a long way. I want to know that they value my business.

Originally posted by Chromy:
About the 2 missing discs, I would just say that you never received them. It's not your fault they sent them to the wrong place.

Chromy

I agree. Plus, again, I would just use someone else.

Boy, I'm prolific today.

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http://www.wordsfromhere.com

[SolidSnakeASS]

for a title like the matrix, just walk done to the store and pick it up! it is cheaper, since you don't have to pay shipping, and you get it now. if online ordering sucks then only do it for titles you can't buy everywhere.

[This message has been edited by SolidSnakeASS (edited 06-21-2001).]

[Taxi]

Why don't you name the e-tailer? If they are having problems, then it's good to let people know so they don't have problems there as well.

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Taxi - DVDFile Forum Administrator
Eleven plus two = Twelve plus one

[Flash Ahhh]

Yea,

Please name the etailer. We should be aware of problematic sites.

-Flash

Originally posted by Taxi:
Why don't you name the e-tailer? If they are having problems, then it's good to let people know so they don't have problems there as well.

Howard Johnson's right about Gabby Johnson being right!

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http://www.wordsfromhere.com

[tomdkat]

Thanks for the feedback. The customer service dept. has been VERY responsive and are trying to get the problems fixed.

I did NOT want to name the retailer because they normally do a GREAT job!

Well, while they were trying to fix the last problem with the mixed up account stuff, they inadvertently canceled an order I placed to make sure I knew whet was going on.

I broke down and actually called the person who was helping me and she said she canceled the wrong account and just did not check the account numbers. She was VERY apoogetic and even offered to send me the DVDs I have NOT yet received in addition to offering me ANOTHER DVD for the most current problem.

The thing that bothers be the MOST is the fact that information was NOT checked or verified BEFORE taking action. She had re-opened the order that she canceled WITHOUT EVEN ASKING me on the resumption that I wanted the order re-opened! The main reason why I called her was to establish WHAT was going on BEFORE having her make any changes since her changes are conflicting with mine, especially if she is NOT taking the time to find out what I want.

In their defense, I will say that their customer service dept. has been VERY responsive and they seem VERY interested in helping me with my problems, and I truy appreciate that.

I think I'm going to close my account with them. I guess I'll just have to start buying my DVDs from local stores and fight the crowds and use online e-tailers (to use a new buzz term ) for gifts for out-of-town gifts.....

I wonder how frustration factors into the cost of dealing with e-tailers... or traditional retailers for that matter....

Oh well.... thanks again for your thoughts. By the way, I declined on BOTH of their offers to send me the free DVDs because my frsutration at this point makes me NOT EVEN INTERESTED in getting free stuff from them. I would prefer that they focus MORE on fixing the site quirks and not worry about sending me free stuff. If these problems had not happened, I would be a HAPPY CUSTOMER. Free DVDs will NOT make me a happy customer if I don't feel I can trust the site.....

Peace.....

[tomdkat]

If you check out the link in the "Special Announcement" thread in the software forum, you will know what you want to know.....

I posted a message in that thread about my pre-order.....

Peace.....

[Brad Vautrinot]

About 6-8 months ago I started having megaproblems with Express.com which were almost impossible to resolve so I stopped using them and went over to Digital Eyes. I've always been treated righteously by them.

Being somewhat old-fashioned, I want what I used to get from anyone I had business dealing with as a consumer (customer):
Service,
Respect, and
A sense that I was valued.

Don't too much of this anymore. I don't care how nice a service department is; how courteous; sympathetic; responsive. It seems that you're missing all three of the above with your present dealer when all they deliver is empty promises. I'd dump them.

[tomdkat]

Originally posted by Brad Vautrinot:
About 6-8 months ago I started having megaproblems with Express.com which were almost impossible to resolve so I stopped using them and went over to Digital Eyes. I've always been treated righteously by them.


Being somewhat old-fashioned, I want what I used to get from anyone I had business dealing with as a consumer (customer):
Service,
Respect, and
A sense that I was valued.


Don't too much of this anymore. I don't care how nice a service department is; how courteous; sympathetic; responsive. It seems that you're missing all three of the above with your present dealer when all they deliver is empty promises. I'd dump them.

Thanks for the info! I DO feel like this online retailer treated me with Respect and provided GREAT customer service, and I'm finding out my value NOW as I have canceled my open pre-orders and told them I'm contemplating closing the account.

It just seems like there were lots of mistakes that were made while they were trying to work the problem. One service rep didn't know what the other was doing which resulted in BOTH orders for "The Matrix" to be canceled when only ONE should have been canceled. Little stuff like that which adds to the overall frustration.

I have not closed my account yet and I will check out other sites and see what my "brick & mortar" options are.

Thanks!

Peace...

[TheJeffy]

Well, I had a problem with a certain big, used-to-be-perfect retailer myself...actually I have noticed a change in their service recently so I'm gonna name them

The big problem was the same as part of your problems...back in April I ordered two discs, both in stock (supposedly) at the time, for next day shipping. Couple hours later I got shipment notification that it shipped complete.

When it arrived, one disc was missing, and just crossed out on the invoice, but still charged in full. I was told the same as you..a stock mixup caused it to show as in stock when it wasn't..but this makes me wonder....

Let's say you order only one disc, says it's in stock, 'ships complete' but it wasn't in stock. Do they charge you and send an empty box?

I was also not credited for the shipping until I called them a 3rd time.

In addition to that, the last few months I've been missing out on first shipments of pre-orders because I guess they didn't order enough copies to begin with. That never used to happen..I could order up until Friday and know it would be shipped to arrive in time.

So as a result, I'm not so keen on DVD Empire anymore. I still get flawless service sometimes and haven't given up on them but I do sense that something has changed.....

[tomdkat]

Originally posted by TheJeffy:
Well, I had a problem with a certain big, used-to-be-perfect retailer myself...actually I have noticed a change in their service recently so I'm gonna name them


The big problem was the same as part of your problems...back in April I ordered two discs, both in stock (supposedly) at the time, for next day shipping. Couple hours later I got shipment notification that it shipped complete.


When it arrived, one disc was missing, and just crossed out on the invoice, but still charged in full. I was told the same as you..a stock mixup caused it to show as in stock when it wasn't..but this makes me wonder....


Let's say you order only one disc, says it's in stock, 'ships complete' but it wasn't in stock. Do they charge you and send an empty box?


I was also not credited for the shipping until I called them a 3rd time.


In addition to that, the last few months I've been missing out on first shipments of pre-orders because I guess they didn't order enough copies to begin with. That never used to happen..I could order up until Friday and know it would be shipped to arrive in time.


So as a result, I'm not so keen on DVD Empire anymore. I still get flawless service sometimes and haven't given up on them but I do sense that something has changed.....

Hey Jeffy, send me a private e-mail message regarding your problems. I've been working with their customer service dept. to address these kinds of problems and I'm sure they would like your feedback.

Peace.....

[Chris Knight]

Originally posted by tomdkat:
By the way, I declined on BOTH of their offers to send me the free DVDs because my frsutration at this point makes me NOT EVEN INTERESTED in getting free stuff from them. I would prefer that they focus MORE on fixing the site quirks and not worry about sending me free stuff. If these problems had not happened, I would be a HAPPY CUSTOMER. Free DVDs will NOT make me a happy customer if I don't feel I can trust the site.....

Peace.....[/b]

I would have taken the free stuff, then cancelled my account.


Free always makes me at least a little bit happy.





[This message has been edited by Chris Knight (edited 06-23-2001).]

[SeanL]

Tomdkat,
I'd say that if you're happy with how they've handled the problem, and it is unusual for them to do business this way, then keep doing business with them.



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Sean

What if there were no hypothetical questions?

[tomdkat]

Originally posted by SeanL:
Tomdkat,
I'd say that if you're happy with how they've handled the problem, and it is unusual for them to do business this way, then keep doing business with them.

Yeah, I'm happy with how they're *trying* to resolve my problems... I've just been a little frustrated with some of the side-effects of the problem fixing efforts.


We'll see what happens....


Peace....




[This message has been edited by tomdkat (edited 06-25-2001).]