[FullCircle]

Here we go

 

[animalsrush]

I was sitting on the toilet when I responded

Further more, Im in thailand I have no idea what your status is

Further more this is why we politely decline status requests as it is a time suck



Cheers

Seriously this is not cool.. if you don’t have anything to add then don’t reply ., you are dealing with a customer who has paid over 2 grand . Also the faq section is not very clear., it is like the fine print.. you ask people to send impressions to ca office and then whenever they send it to labs clock starts.. that could be days or weeks., so for a person doing rush order has no clue., I had same discussion and argument when I placed my orders that was few years ago. I was also frustrated that 6-8 weeks started when they reached labs .... anyway as a owner your reply is not benefiting customer.. maybe learn some from other vendors on forum

Pc

 

[animalsrush]

Noble has time to be sarcastic on an online forum with a customer who paid $2499 for CIEMS, but doesn’t have time to shoot out a confirmation email? SMH

Curious are you still keeping the order or canceling it.. there are equivalent or better iems out there.. unless you like this specific sound It doesn’t hurt to shop..

Ps; I am a noble customer and I absolutely love them but I think my next purchase will be elsewhere based on just the attitude shown..

Pc

 

[FullCircle]

Seriously this is not cool.. if you don’t have anything to add then don’t reply ., you are dealing with a customer who has paid over 2 grand . Also the faq section is not very clear., it is like the fine print.. you ask people to send impressions to ca office and then whenever they send it to labs clock starts.. that could be days or weeks., so for a person doing rush order has no clue., I had same discussion and argument when I placed my orders that was few years ago. I was also frustrated that 6-8 weeks started when they reached labs .... anyway as a owner your reply is not benefiting customer.. maybe learn some from other vendors on forum

Pc

I did learn from other vendors, other companies do not offer updates as well

A lot of customers get frustrated when they do not utilize the resources given to them. But the reality is they have no one to fault but themselves.

I am no different, I have a $1k watch that I can't set the time. The fact that it is 1k still hasn't influenced my decision to not read the users guide.... it is the fact that I don't care to be bothered with the small stuff and Tissot is not to be blamed for that, that is on me and i accept that

Further more, the customer did pm me and I did put a person on to his case within seconds of his pm

Further more while we are jawing on about customer service, let's point out this is all being taken care of out side of normal work hours work day hours and even sleep hours

Posted while in a taxi on Sunday
Cheers

 

[animalsrush]

I did learn from other vendors, other companies do not offer updates as well

A lot of customers get frustrated when they do not utilize the resources given to them. But the reality is they have noone to fault but themselves.

I am no different, I have a $1k watch that I can't set the time. The fact that it is 1k still hasn't influenced my decision to nor read the users guide.... it is the fact that I don't care to be bothered with the small stuff and Tissot is not to be blamed for that, that is on me and i accept that

You are really not helping yourself here. using analogies that don’t make sense to make a point is lame. If you did learn from other vendors you would see how they would react to customer ( see mr.speakers or zmx). They always put customer first.. as owner your reply shoul have been "sorry you expericing problem.. please contact our support for immediate action " and even ask him for his order and forward to your people. if you don’t want to do that then atleast don’t reply with attitude or sarcasm .. the customer really doesn’t care.. looks like you guys are still acting like a 2 member operation..

Btw 64 audio offers update on every step so does Westone and even my cable company effect audio or Norne audio.. so not sure which companies u are talking about

Anyway this my last comment on this and you just lost a customer ..me

 

[FullCircle]

You are really not helping yourself here. Again using analogies that don’t make sense to make a point is lame. If you did learn from other vendors you would see how they would react to customer ( see mr.speakers or zmx). They always put customer first.. as owner your reply shoul have been "sorry you expericing problem.. please contact our support for immediate action " and even ask him for his order and forward to your people. if you don’t want to do that then atleast don’t reply with attitude or sarcasm .. the customer really doesn’t care.. looks like you guys are still act like a 2 member operation..

Yes that is the kind response one gets if one doesn't accuse me of deceptive business practices.

The faq is there for a reason, e mails are there for a reason

And yes we are a slim operation that has to stream line things as much as possible, work efficiently as possible, and work more hours than most. Yes, we are a small team with competitors that have large teams and backed by investors. But yet here we are, and still making an impact.

 

[jscmd2000]

I must say that this is very disappointing for Noble in so many different ways.

 

[Terco]

I must say that this is very disappointing for Noble in so many different ways.

+1
I feel the same :/

 

[FullCircle]

Disappointing for me as well, I don't like to be accused of deceptive practices.

All I want to do is make people happy, any day the week any time of the day. If a mistake is made, and there have been many over the years, we own up to them.

 

[jscmd2000]

If a customer accuse you of deceptive practices, instead of reiterating in a manner that you are, work a little harder on making him happy and create a little magic like a wizard should.
You might be the most righteous guy on the planet and being accused might hurt. I feel you. But a respectable business would swallow it with dignity.
This is the best thing you can do for your company.

You should edit the timeline for your rush order... to include the shipping time to and from China.

 

[FullCircle]

The edit part is easy enough or just eliminate the rush option, as this can for sure stop any further problems like this occurring again.

The impact of removing the option would be of little financial consequence as we don't get many rush order options. Coordinateing rush orders is difficult just as coordinating OTS was very difficult which is why removed the option.

One of the issues that we have here is, while it is the case that brannan and I are available essentially any moment of the day (thanks to smart phones) the ciem lab team doesn't work in such a manner. Due to that, no solid answer can be given to the customer until they open foe business on Monday.

Thanks for the suggestion, we will talk it over.

At this point in time, all we can do is placate the customer, let him know we are focussing on his case, assure him that if a mistake had been made, measures will be taken to rectify the situation.

Which I have done

All while being openly tried on a weekend for poor customer service. The irony of that grinds my gears.

 

[Stranger Than Fiction]

Seems like an honest mistake on Noble's part. Others visiting public forums may not see it that way though. Watch the You're Not Yelping episode of South Park to get my drft.

Anyhoo, following a week's worth of (psychological) burn in and I'm still flicking between different songs, artists and genres in my library as though I were still auditioning the K10s! They're so fast and exciting!! Like, really fast. As I have pointed out before these are a metal head's fantasy made flesh. But they are also, paradoxically, absolutely magnificent with house music. Think the likes of Bicep, Carl Cox, Apollonia, Cassy, Maya Jane Coles, etc. Absolutely mindblowing sound!

 

[chengsta]

Even with all this complaining...believe it or not a lot of other companies take just as long or even longer, and their customer support is non-existent (Looking at you, JH Audio/sony/westone). Compared to those guys, Noble audio is a really great company. But I guess people will complain because this is their first time doing this. However I would have to agree the FAQ probably needs some updating so that people won't be left with any ambiguities. Maybe add '6-8 weeks to complete IEM. However, another 1-2 weeks to ship to the lab in china, and another 1-2 weeks to ship back, so 10-12 weeks.' or something like that.

 

[krismusic]

I don't think that anyone can reasonably expect problems to be dealt with instantly by a company having a presence on a public online forum. A simple " please email the office and we will respond during the working day" would have sufficed?

 

[John0405]

I really would like to pitch in on this. I’m not a noble fanboy or anything of this sort. Yes I have purchased the encores and enjoyed them a lot since I have them. Nevertheless, I don’t think that would be fair of any customer to hold accountable a company for postage delays or any other kinds of delays related to shipping. Noble has no influence on such things. When I ordered my customs, I knew that I was sending my impressions to the USA and that they were sent to China afterwards, and I knew that it would take time for the lab to receive them. And I also paid for a rush order. Sure Brannan may have taken some time to respond my questions, but he was eventually always helpful and nice in his responses. I am French and have dealt with French customer services which are not really comparable to American ones…, if you catch my drift… I don’t think complaining like that is very fair, even if I understand such frustration.
Cheers.