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Originally Posted by grawk /img/forum/go_quote.gif
Yes, I'm brownnosing a company I don't do business with, have no plans to do business with, and have no relationship with.
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...which makes your utterly wrong headed comments and repeated misconstruing of my complaint all the more puzzling.
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| And walmart really is the world gold standard for customer service. They have millions of customers, and do everything they can to keep them all happy. |
In spite of your later protests, you really can't read. The whole point of the Wal-Mart comparison, which has been clarified for you now, is that they're not the gold standard, they're pretty much like going to the dentist if you find you have to return something, and, yet, somehow, that would have been more efficient and competent than UE has so far managed.
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| If you can't understand why small companies work slower than big ones, then so be it. |
One, they are not a small company, they're just a
smaller company. They have a rather significant slice of their respective (and lucrative) market, they have authorised seller programs with some of the biggest chain retailers in the world online and offline. They are not Xin, they are not head-direct (which gave better service fwiw
), they're a corporation that sells $1200 products to rock stars and hollywood elites, so stop with the mom & pop apologies already, they're wrong and misplaced.
If you're going to sell someone products at "insane" mark ups under the guise that you're the best there is and have a rock solid reputation for backing it up, live up to that reputation or face criticism, simple really. When my iPod mini's clickwheel failed on me a few years back, I had a free drop shipped box from Apple on my doorstep less than 24 hours after I reported it and I had a like-new refurb replacement in hand four days after I reported it.
That is customer service, I didn't have to spend a penny and in the time it took UE - for a similarly priced product - to get me an RMA# to ship them back on my dime, Apple had already replaced my failed iPod. I'm not expecting this level of service for everything, but merely pointing out that some companies can deliver actual service for the same amount of profit that UE made off of those SF5s, so it's not a question of being big or small, it's a question of implementing a system that works efficiently and pleases the customer you want to spend money on your products in the future.
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| I can read, you self righteous entitled prig. I'm just aware that there is a tradeoff between individual service and instant service. |
There is, but there is also unacceptable performance. I understand that getting around to personally examining what someone sends in and packaging a replacement takes time. I do not understand why generating a 6 character code took a week given that at no point was anything about my situation verified other than asking me twice over a 72 hour period if I had any proof of purchase (but still not actually doing something understandable like having me fax/email a scan/capture of it) even though this was already stated in the original RMA request. In other words, they delayed my replacement at least a full business week to keep asking me the same information they were given day one, that has
nothing to do with the size of their company and tradeoffs, but rather an unacceptable level of CS impelementation.
