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They should change their standard email from



"Allen & Heath will be in touch about a replacement."

To

"Allen & Heath value you as a customer, much like we do at DJDeals, while we're waiting, how about we send round a female employee as you're clearly not getting laid"


It's not DJ Deals problem, it's Allen & Heath's problem, and DJDeals seemed to do everything possible to give you a speedy service. After the second email you send to them, you do seem like you're just arguing for absolutely no reason at all.

quote:

Originally posted by ZeJayMan It's not DJ Deals problem, it's Allen & Heath's problem, and DJDeals seemed to do everything possible to give you a speedy service. After the second email you send to them, you do seem like you're just arguing for absolutely no reason at all.

Referring back to my restaurant analogy...

can anyone find a fault in that argument? Is it not the same exact thing only on a much larger economical scale?

Again, I'm not complaining that they didn't deliver speedy service because they were pretty quick to answer my emails but are apologies a thing of the past? Call me super sensitive if you want but I still think that being apologetic and showing your customers that you appreciate their business is the key to running a successful company. Yeah, I could have handled the situation better, I should have, but the point is that they caused me to wait almost four times the length of time that I should have and they don't care.

The next person that wants to tell me that I'm being a baby over this, first why don't you try to convince me that you wouldn't stiff your server in that situation. If you say you'd walk out of that restaurant with a smile on your face you're full of shit.

Personally, I'd rather have a single sentence reply that's straight to the point than a few lines worth of sugarcoated, template-based bullshit. Don't forget that Internet shopping has its nuances as well.

quote:

Originally posted by xtr3m Personally, I'd rather have a single sentence reply that's straight to the point than a few lines worth of sugarcoated, template-based bullshit.

When I ordered the mixer I expected to have it in my hands and working on the date that it was scheduled to arrive at my house. Forget the apology for now, how about letting me know when I can expect a call from the manufaturer and giving me a point of contact? That way, if I don't hear from them in, say, 48 hours, I know who I can contact to have it expedited. I had no idea how long it would take for someone to get back to me and I wasn't about to sit around to find out.

I like that you can order something online and just click, buy and send without having to deal with bullshit salespeople that sugarcoat shit but when something goes wrong, I expect to have an actual person to help me with the problem instead of some automated one-liner. It must be just a personal preference, I don't know.

man you guys would have done the same thing... you weren't over the top man. a one sentence answer to a 900 dollar question? and then smartass remarks to each of your emails. THAT WASN'T FUCKING PROFESSIONAL AT ALL. when i deal w/ customers i try to console them and sympathize. the guy on the other end of those emails was not professional. i read a few posts from people defending djdeals... FUCK DJDEALS!!!

i was shitting myself as i read it ~ are you serious!?

i loved the thread

i agree that they could have been a bit more 'personal' with their first email. but buying a mixer for a grand is a lot different to buy a hi-fi from a high street chain who deal only in sony/panasonic and other consumer goods. these days companies like djdeals probably dont even have stock. they leave it all to the manufacturuer/distributor. it the only way their prices are able to be as low as they are...

quote:

Originally posted by jdat sorry but you're a tight ass

Sorry but he's right.

Why would I give someone money if they aren't going to even SOUND like they care. Just fake it for the love of pete, I'm giving you money and business, type an extra couple of words.

Lazy bullshit if you ask me, I won't buy from them thats for sure.

[edit]. I dealt with Caserta in buying some gear and he took a considerable amount of time to answer all my dumbass questions (20 or so PMs and Quotes). Maybe I'm old fashioned but I would be willing to pay and extra 10% for the customer service and knowing that they are willing to make it right if something gets messed up.

I'm sorry guys but I'm going to insist that the outlet has customer obligation in terms of ensuring that the person that's parting with their hard earned cash gets what they paid for.

Sure it means that they have to take one from their stock, but that's part of being a retailer. You don't direct the customer to the manufacturer. That's horse shit.

Let's say it wasn't a mixer but a Persian carpet instead. Are you guys suggesting that you would be happy if a shop told that some guy in Iran would be contacting you? (This is a reference to Infrastructure and communications not any issue of nationality or culture).

I do however have to say that I commend both A&H and Ecler for ensuring that their customers are looked after. Not all manufacturers are as accomodating as that. Try getting help with something like this from Sony, sure they will help you... eventually.

This is one of the things that's negative about purchasing electronic goods on the net. You don't have the opportunity to go to the outlet and look the retailer in the eye.

In case you guys wonder why I'm sticking with this, the reason is I used to work for a well known credit card company dealing with fraud and customer disputes. Whilst this case is not fraud, you do have the right to contact your credit card if you do not get what you have paid for, which is in this case an A&H mixer. It is the retailers obligation, and they will have an agreement with the card company that you used. You could also contact them and see what they say.

Notably, these policies were primarily championed by American companies and the US is renound for it's brutal customer rights in favour of the customer.

Cheers
Nem

quote:

Originally posted by Max Thomson True, they could have apologized for the inconvenience, but that won't get you a new mixer any faster, will it?

Isn't that the point. If its no extra work for them to be cordial and ACT like they care (because in the end they aren't doing anything) why not do it, he just payed you.

with thread starter on this one

Yeah, I'm with the thread starter as well.

As a retailer, it is your responsibility to ensure that the customer gets what they paid for and then deal with your contacts to replace the faulty item afterwards - it's the way things are done, and if you can't offer that service, then you shouldn't be in retail.

If you bought a Nintendo Wii which turned out to be faulty and took it back to the store or rang the their Customer Service line, they wouldn't say "We'll get Nintendo to contact you" would they? They would simply replace the faulty product and then deal with Nintendo themselves.

I can't see why it should be any different for a $900 mixer!

quote:

Originally posted by agentdansmith If you bought a Nintendo Wii which turned out to be faulty and took it back to the store or rang the their Customer Service line, they wouldn't say "We'll get Nintendo to contact you" would they? They would simply replace the faulty product and then deal with Nintendo themselves. I can't see why it should be any different for a $900 mixer!

fact is that dj deals probably do not have any stock. allen and heath probably send direct from their distributor closest to wherever you are situated. dj deals are not clued up on dealing vith faults on equipment woth nearly a grand. they are an internet shop. so they leave all returns with the people in the know. who can check the mixer when it gets to them and see if the recipitent has stupidly decided to plug his hi-fi speakers into it and burned it out - you would be surprised what come back to these places.

i understand that djdeals should have been more informative in the first email as to what was happening, but i bet they got in contact with a+h straight away to deal with the issue and just expected the average bloke to await contact from the manufacturer..

i would bet money that leaving it in the hands of a+h will mean quicker rectification of the issue.

quote:

Originally posted by richg101 i bet they got in contact with a+h straight away to deal with the issue and just expected the average bloke to await contact from the manufacturer.. i would bet money that leaving it in the hands of a+h will mean quicker rectification of the issue.

Let's not keep straying from the core issue here. Like I've said I don't know how many times before, it's not the lack of speed, it's the lack of customer relations that I'm most steamed about!

Also, I understand that they probably don't have stock and I understood that from the beginning so please, stop driving that point into the ground. I get it.

quote:

Originally posted by KristineClub Let's not keep straying from the core issue here. Like I've said I don't know how many times before, it's not the lack of speed, it's the lack of customer relations that I'm most steamed about! Also, I understand that they probably don't have stock and I understood that from the beginning so please, stop driving that point into the ground. I get it.

...and like we have been telling you over and over again their first email contained all the info you needed. You had absolutely no reason to mouth off like that - had you not done that you would had gotten proper service from them.

Like I already stated, it was wrong of them to stoop to your level. They should had ignored you altogether after the second email.

quote:

Originally posted by Nemesis44 Sure it means that they have to take one from their stock, but that's part of being a retailer. You don't direct the customer to the manufacturer. That's horse shit.

That law applies in the UK. If it applied in the US then DJDeals would be in the wrong. The fact they didn't send a replacement is because they weren't legally obliged to, and if they weren't legally obliged to they'd have been idiots to part with a second mixer. I mean really, would any stockist do that if they didn't have to? I don't think so.

You buy over the internet - you're already forfeiting your 'sugar coated' bullshit from some slimey sales gimp.

He got his call from A&H.

The thread starter was wrong to suggest that DJDeals were 'shady'. I feel embarrassed that he accociated TA with himself in his emails to DJD.

Finito.

Jarv

quote:

Originally posted by Jarvmeister That law applies in the UK. If it applied in the US then DJDeals would be in the wrong.

If that is the case, then I take back what I said - I just presumed that the US would share similar trading laws to the UK.

But I still believe that the first email they sent was way too short and didn't explain to the customer fully the situation and how they handled these matters. The customer would have had no reason to complain because he would have fully known what the procedure was.

quote:

Originally posted by Jarvmeister That law applies in the UK. If it applied in the US then DJDeals would be in the wrong. The fact they didn't send a replacement is because they weren't legally obliged to, and if they weren't legally obliged to they'd have been idiots to part with a second mixer. I mean really, would any stockist do that if they didn't have to? I don't think so. You buy over the internet - you're already forfeiting your 'sugar coated' bullshit from some slimey sales gimp. He got his call from A&H. The thread starter was wrong to suggest that DJDeals were 'shady'. I feel embarrassed that he accociated TA with himself in his emails to DJD. Finito. Jarv

Dude, I think you will find that US consumer law is about 10 times more aggressive than UK in favour of the consumer. But I agree that KC should have been a lot more patient, it's not like they didn't try to help.

Stuff like this is why it's always best to keep the claws in unless you really need to use them.

I hope this thread dies off now.

Cheers
Nem

quote:

Originally posted by Nemesis44 Dude, I think you will find that US consumer law is about 10 times more aggressive than UK in favour of the consumer.

Which may be the true, in which case why did he winge like an idiot and not pull the old "Replace this item or I will involve my lawyer" trick?

The law may be more 'aggresive' as you put it, but does that neccessarily mean that the onus is on the supplier or the manufacturer in instances like these?

Surely this is the crux of the issue and needs to be clarified. Otherwise there is little point discussing this further.

Jarv

I buy a lot of electronics and professional electronics and I run into lots of these problems. My only advice when dealing with this type of problem is picking up the phone and calling them. Emails = useless. Because it is less personal, people are less inclined to put forth an effort to help you. Call them and sort it out on the phone.

quote:

Originally posted by Scottaculous I buy a lot of electronics and professional electronics and I run into lots of these problems. My only advice when dealing with this type of problem is picking up the phone and calling them. Emails = useless. Because it is less personal, people are less inclined to put forth an effort to help you. Call them and sort it out on the phone.

DJDEALS has no phone number published, but I do agree with you.

quote:

Originally posted by Jarvmeister Which may be the true, in which case why did he winge like an idiot and not pull the old "Replace this item or I will involve my lawyer" trick? The law may be more 'aggresive' as you put it, but does that neccessarily mean that the onus is on the supplier or the manufacturer in instances like these? Surely this is the crux of the issue and needs to be clarified. Otherwise there is little point discussing this further. Jarv

Indeed, I think in this case the 'crux' as you so eloquently put it is 'patience' or lack there of not to mention manners.

Legally the onus is definately on the retailer. I think the ultimate point here though is that the customer was actually getting help allbeit a little different from the usual service but possibly better than just dealing with the retailer. There is definately an arguement for going straight to organ grinder rather than the monkey. A&H know their product better than anyone else.

Having dealt with a lot of these cases in a former job (with a global credit card company)on an international level not just the UK, you will find that a lot of retailers will use this tactic to delay, basically pushing the customers right to claim anything beyond the legal limit for doing so (Clearly not the case here). Leaving the customer with a busted item and out of pocket.

I think threatening with TA was a bit much, considering that we probably generate a miniscule amount of the over all income of the company in question. In other words not cool and totally toothless as a threat.

I kind of feel like kicking myself for spending this much time on this thread but I do feel that if someone is in a tricky situation like this then I would always encourage the person in question to find out about their rights. Something that appeared to fall on deaf ears or was treated as a provocation by some.

My comments were of the best intention and not designed to tarnish the reputation of any company, and I don't believe that I have done so either.

These types of rants are always best left until some form of outcome has been decided as often they can do more harm than good.

Don't worry Jarv I see your point, as with many of the other posters. I was just trying to inject a little clarity into the discussion but it appears that I may have only muddied the waters further.

Cheers
Nem

Indeed Nem, I wasn't having a go - and sorry if it came across that way!

I'm with you - i feel i've spent too long already on this thread. But it has been an interesting one none the less!

Jarv

i bought my mixer from these a long time ago and never had problems. fortunately, going by wot i have read, i never needed to use customer services either. mind u, i wouldn't have tried to corner them into admitting they were in the wrong, that would be just as unprofessional as their responses they gave!

they will have long forgotten u and u wont be doing business with them again, that's it. the end.

I'm totally with the thread starter on this one. Fuck you're dishing out hard earned 900$+ on a piece of electronic equipment and all you get is a bullshit answer like that.

Then they act like it's your fault.

So as long as you don't contact their customer service, DJDeals is fine. I also had an email incident with them over something I ordered which I thought was going to ship thru them, but instead was going to be drop-shipped from the manufacturer. I got a confirmation saying that my items had shipped, but only one item I bought was listed as shipped without so much as an indication that the other was to be sent out separately.

I was pissed, cause I thought they screwed up, and emailed them asking why the other thing hadn't shipped and if what I bought was really in stock. Their response was "Oh, well we'll just pretend this email isn't for us, as we have no idea what you are talking about." Like the threadstarter, I sent a few emails, and each time they copped an attitude like they couldn't give a shit, until they finally told me that "sometimes we drop-ship stuff from the dealer like we did here."

I did end up buying from them again, and everything was fine, considering I didn't need customer service. They are extremely arrogant and it seems to me they are up their own ass. Kinda reminds me of a few eBay sellers I've dealt with...

But yea, totally unprofessional communication with them, otherwise they're ok.

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