Ok, I just wanted to vent a little renewed
annoyance towards a certain cel dealer... There
was a thread some time before asking how
important people think customer service is. I
responded and said that customer service should
be right up there at the #1 spot, and I will say
that even more strongly because of this horrible
service that I have had with this dealer. Those
of you who may have remembered my posts about
this several months ago know of whom I'm
speaking of, but I will not voice their names
here now. I'm just voicing my frustrations now.
Anyway, for you newcomers to this topic, I'll
tell the SHORT version of what happened-- and
please let me know WHAT YOU WOULD DO IN THIS
INSTANCE.
Back in Feburary--almost 9 months ago--I placed
an order from a rather new cel dealer. I had
some hesitation towards them simply because they
were new, but I had faith in them that they
would pull through. Anyway, I'm starting to
forget how everything exactly went since it was
so long ago, but in any case, I received a
package from this dealer while I was still in
Japan. I was very excited to get it because it
was pretty much a wishlist cel for me. But when
I opened it, I found a cel from a completely
different series inside.
I was shocked. I immediately wrote back to the
dealer to tell of their mistake. Here's one
aspect of their poor customer service-- it takes
them forever to respond to your emails if they
do at all. Anyway, once I finally heard back
from them, they appologized and agreed that a
mistake had been made. They asked for me to
send the incorrect cel back to them, which I did
right away via EMS, and they said that they
would send me the correct cel.
At least a month or two transpired, I returned
home to the States to find another package from
them waiting for me. By this time, I was quite
skeptical that this would be the cel that I had
originally ordered. Also, I had reason to
believe that the cel that I had ordered was
somehow sold to a friend of mine, possibly
because of the poor setup of their webpage--
they had mixed up images and linking images; but
no matter that mistake, the cel ID # that I gave
them at the time of my order corresponded
correctly with the cel that I had intended to
buy. So, I wrote back to them again and told
them that this second cel was still not the
correct one. By this time, I had been getting
little feedback from them; they would often say
that they were out of town and wouldn't be able
to get back to me as quickly as they normally
would. I could understand that, and waited,
only they never wrote me back. I was always the
one who had first write to them to get a
response.
Now, here is my dilemma. After all this time
and extra money that I have spent on sending
them back the incorrect cel(s), what do you
think I sould be rightfully entitled to as
repayment for this trouble? First of all, if
they don't have an equally valued cel that I
would like to replace the one that was sold to
my friend, I would rather have my money back.
But at this point, I fell I need more than that,
some sort of compensation.
I still have not sent this 2nd incorrect cel
back to them, although I have every intention of
doing so-- I have no interest in keeping it
whatsoever. However, I'd like to keep it as
long as possible to somehow use it as an
insentive to get them on the ball and start
correcting the mistake that was made 9 months
ago.
This is why I feel customer service is #1. I
feel so neglected and not valued as a customer.
I'm curious to hear what other cel dealers think
of this as well. Do you as dealers value
customer service? If so, to what degree?
I'm sorry for this rather long rant; and I know
my language is sounding pretty snobbish and
formal lol but, I'm really at my wits end, and
curious to know what you all think about it.
This is by far my worst experience with any sort
of dealer, whether it be anime cels or not. =P
*sigh*
So thanks for letting me vent some *more* steam
on this sub |
