Not to be stirring the pot, but I can understand dast30x’s frustration… they purchased something and they should get everything that is claimed to be included.
A year ago purchased a camera, the floor model had a lens cap, the boxed listed a lens cap, the instructions said how I should install the lens cap… BUT there was no lens cap.
The lens cap was crap and I intended to use my own, a better one that I had from before… but I figured I paid for it and what if I lose the old one…?
The store did not have anymore cameras of that model in stock so I contacted the manufacturer sent them an email and after 2 weeks I had not received any response. So I called customer service and the call kept getting dropped while I listened to their fun waiting music… I re-sent the email several times, at one point at least once a day… yes at this point it was now a science experiment to see if I could actually ever get my lens cap from them.
The long and the short of the story was… No, no I did not.
Although after about two months someone at the store I bought it from did find one for me…
Am I an annoying little beyotch? Yeah, if you think that asking for what you paid for is annoying.
This is not an uncommon incident or rare freaky coincidence… this happens to me all the time… worse when I follow prescribed protocol.
Sorry, but to me a blurry grey fog of customer service bugs and internet ghosts is not/never an expectable answer, more often than not in the corporate world, each incident becomes an experiment in what minimum level of service the customer is willing to except and at what level they just cut their loses and give up… each unresolved issue without compensation becomes part of a cumulative precedent and the bar is dropped another notch.
We all suffer in the end. It is a common theme in business and government.
If there is a standard reply time or period then maybe when a site is having customer service problems on the level we keep seeing here, then maybe somewhere - EASY TO SEE OR FIND- there should be a post that says: “Due to customer service traffic- please expect 3 days to a week for a response” or whatever the projected time is…
If I see “Please allow 6-8 weeks for delivery” on an order form and I still have not received my goods at 9 weeks, then I think it is time for a call… otherwise I have no idea if they ever intend to send my my order… Right? If I call and complain after 3 days, then I’m being unreasonable because I have a guideline… Without a guideline it’s anyone’s guess when or if anyone will ever respond.
In this day and age where most customer service ranks slightly below making sure the toilets flush at the home office, it is VERY easy to believe you are being ignored… Because you probably are in most cases.
As far as people having confidence in other’s opinions about customer service being great at certain places I constantly come across friends who’ll rave about how great a place is and how nice they where “I told them the button was loose and they sent me TWO new jackets the next day”.... but when I try to get a response because the same jacket spontaneously combusted I get “Aw, thats a shame… Ba By”... (BTW-I’m just being funny with that statement)... Quite frankly I never believe anyone’s praise of a store or site unless I see it personally… you can thank all the lemming-like fanboys in the world for that… so I never expect anyone to take my “opinion” as fact either.
We have no idea why dast30x is purchasing the item they did, they may never ever need the “toast”, but they are paying for it, they should receive it… for all they know they may one day get a commission to render their version of michelangelo’s david, and then where will they be without a wee-wee? Yeah… a retextured freebie banana just doesn’t make the cut, does it? It’s funny, but not professional…. especially if you don’t retexture it. Thats pretty funny… but anyway…
The long and short of what I’m saying is… You go dast30x! The more people complain the more things get fixed.
I just read a post by another forumite that seemed to me to be made in a neutral, excepting manner… I quote: “Customer Service is hit or miss in my experience. But they will eventually give you your money back if you keep asking.”
I never experienced that in the old site, but if that is the level we have reached, then you dast30x, have every right to be concerned.
Good luck dast30x.