[Saraguie]

My .2 cents. It is very big of ACustoms to come back and apologize PUBLICLY as they have done. I am in the retail business for 33 years and can understand being under water and saying something that I wish I did not. VERY BIG INDEED.
 
AND BTW:
My experience with UM direct in AU is stellar. They always communicated promptly with me. I ordered & paid for a pair of Miracles prematurely, when asked they refunded my payment in full, no questions asked. Three months after I received my pair, I wrote to them about a possible cable issue, they fixed my problem no charge and no questions asked.
 
edited by the nincompoop who made an error.

 

[Loquah]

Lots of great responses here on both sides of the coin.

However stupid or anoying you think they are, something you should never do is publicly have a go at a client, and especially not in these vulguar terms, and especially not when this client's words were so soft: "slight disapointment." CIEMs are a luxury product, so clients should be treated accordingly.

I was definitely surprised with the tone of the response given that I wasn't ripping them, but just expressing mild disappointment that the shine of an amazing experience and product had been dulled of late.

I have worked in and now train people in high level customer service and communication skills. I completely understand how busy things can get and the explanation from ACustoms makes sense. A quick response (or even an autoresponder) explaining the potential delays at this time would have sufficed. It was the lack of anything which disappointed me.

Anyway, that's done now. Thanks to ACustoms for responding and explaining the circumstances and good luck to them over this challenging period.

 

[Alias Gu]

Seems something happened here.
I just placed my order for Miracles and did my ear impression today.
FEELING SO GOOD.
And what should i do next? 
Should i put a paper order form inside the box?

 

[whoever]

Yep, and send it to guo by email too..

 

[Alias Gu]

Quote:

Lots of great responses here on both sides of the coin.
I was definitely surprised with the tone of the response given that I wasn't ripping them, but just expressing mild disappointment that the shine of an amazing experience and product had been dulled of late.

I have worked in and now train people in high level customer service and communication skills. I completely understand how busy things can get and the explanation from ACustoms makes sense. A quick response (or even an autoresponder) explaining the potential delays at this time would have sufficed. It was the lack of anything which disappointed me.

Anyway, that's done now. Thanks to ACustoms for responding and explaining the circumstances and good luck to them over this challenging period.

I think the only thing i can complain about UM is their strange service hour.
This might be due to their location in China, but anyway they really should keep at least 15 hours online.
Especially today, i could not contact with them.

 

[Alias Gu]

Quote:

Yep, and send it to guo by email too..

Oh, the problem is I placed my order on ​http://uniquemelody.co/.
On that website where i placed my order, it seemed they requesting me to send my ear impression to somewhere in Australia and saying nothing about the paper order form.
But on http://www.custom-iem.com/,i also read that they request me to send somewhere in China with the paper order form. 
I am really getting confused.
Where should i send?

 

[whoever]

Oh they are not the Same ones! Stick to australia then!

 

[Alias Gu]

OMG, I almost sent my impression to China today.
Thanks to i reminded i didn't put my paper order in it.
But I made my impression with the instruction downloaded from Chinese one.
Is that OK?

 

[Saraguie]

Quote:

OMG, I almost sent my impression to China today.
Thanks to i reminded i didn't put my paper order in it.
But I made my impression with the instruction downloaded from Chinese one.
Is that OK?

I dealt with http://uniquemelody.com.au also and they sent me detailed instructions once i submitted all the proper information, even shipping labels. I wonder why you did not get those?

 

[Saraguie]

^^  ^^  ^^
 
And I did FedEx to China with a return label for them to me, already printed included in the box.

 

[Alias Gu]

Quote:

Wait: Are you are dealing with http://uniquemelody.com.au ?
They sent me detailed instructions once i submitted all the proper information, even shipping labels.
I wonder why you did not get those?

I didn't place order on AU website, but the global one, http://www.uniquemelodyshop.com/.
I didn't get the shipping labels and detailed instruction after placing my order. 
Cuz they said they have already sent it and let me wait for a few minutes, but after 30 minutes the instruction still didn't reach me. Meanwhile, they were offline.
However, i have already made an appointment with my audiologist, so i just downloaded an instruction from  http://www.custom-iem.com/ and brought it to my audiologist.
But i didn't ship my impression.

 

[Alias Gu]

Quote:

^^  ^^  ^^
 
And I did FedEx to China with a return label for them to me, already printed included in the box.

I will ask for their shipping label tonight if they will be online.
So basically just stick the label upon my box?

 

[Saraguie]

Quote:

Wait: Are you are dealing with http://uniquemelody.com.au ?
They sent me detailed instructions once i submitted all the proper information, even shipping labels.
I wonder why you did not get those?
 

Quote:

I didn't place order on AU website, but the global one, http://uniquemelody.co/.
I didn't get the shipping labels and detailed instruction after placing my order. 
Cuz they said they have already sent it and let me wait for a few minutes, but after 30 minutes the instruction still didn't reach me. Meanwhile, they were offline.
However, i have already made an appointment with my audiologist, so i just downloaded an instruction from  http://www.custom-iem.com/ and brought it to my audiologist.
But i didn't ship my impression.

 
LOL...I'm writing before thinking. Both are the same site.  They should send you instructions in a email, I just found mine. Maybe you have to wait a day or two, as hard as that is, I know. In the instructions will be a page with your specific order which the lab will fabricate your phones from. You will include that in the box with your impressions. I recommend making and printing out an address label for the lab to use, when sending your finished IEMs and include in the box as well.

 

[Alias Gu]

Quote:

 
LOL...I'm writing before thinking. Both are the same site.  They should send you instructions in a email I just found mine. Maybe you have to wait a day or two, as hard as that is, I know. In the instructions will be a page with your specific order which the lab will fabricate your phones from.

Why they separate their websites into Chinese, Au, and Global? Make no sense to me.
Thanks, I will just be patient and sit myself before my laptop for several hours or days to figure it out.

 

[Alias Gu]

And when my audiologist helped me make my impression, she neither used the bite block nor asked me not to talk. She said that will be fine if moving my jaws.
LOL, but i still insisted opening my mouse just slightly and kept for 3-5 minutes, trying hard not to use my jaws. That's really suffering.
Hope i won't refit. 
I THINK I WILL MAKE MY IMPRESSION AGAIN TO MAKE SURE NO FUTURE REFIT!!