New Dealextreme Customer Service Tickets Discussion

[jezzyp]

This to inform as many CPFs as possible about the new customer service policy at Dealextreme and to discuss it.

This is NOT a jeer (thats been posted in the correct place and others please do so.

What I am wanting to do is to advise about something, as many on here order from DX.

I had a problem with my order. I can no longer email them, I need to create a support ticket - fair enough really.

BUT I need to send photos, OK for me as I have camera but many won't or have the know how.
So if you are ordering from DX and you are unlucky enough to have a problem you will need to send in photos!

If this is for DX to sort out problems better and to analyse where things are going wrong then fair enough.

What do you think?

Here it is:
____________________________________________________________________
Current Status: Shipped. Defective SKU*: SKU ordered is not filled in. Support Documents:


Maximum total
file size: 2MB.

Accepted formats:
jpg, gif, png, zip, rar Photo of the everything received*:
This picture is required.


Photo showing the front of the envelope*: This picture is required.


Photo showing the back of the envelope*: This picture is required.


Phtoto of the partial shipment note/bookmark (if available): This picture is required.

If you didn't received a partial note, please take a picture consisting every item received (including envelope).

 

[Monocrom]

I look at it this way.... no other online retailer expects customers to send pics, before helping them to resolve a problem with their order. What happens if a customer doesn't have a digital camera?

What's their policy if an order didn't arrive, or if something was missing when a multiple order gets delivered? What's the customer expected to do, then? Take a picture of the order or item that never reached them?

This is freaking ridiculous.

 

[Polar Light]

What's their policy if an order didn't arrive, or if something was missing when a multiple order gets delivered? What's the customer expected to do, then? Take a picture of the order or item that never reached them?

This is freaking ridiculous.

I suppose I have to take pictures about empty hand, empty wallet and empty mailbox. :sigh:

 

[fieldops]

Interesting to here this. I usually have had good service from DX, but got some orders screwed up near the holidays. In my packing slip, I noticed that there was a note informing me of a backorder and that they would ship asap. Weeks go by and then I inquire about it. They ask for a photo of the note from Kyle. I'm like hugh? This kind of tells me that they had no record of the backorder. It seems that often parts of your order are marked as shipped in you order status page, but are really on backorder. Then they ask us for proof? Kind of disturbing really.
I honestly like DX and find them pretty friendly. I just wish their backorder notices and procedures were done in a efficient manner. YMMV

 

[Lightguy27]

I don't think that is the least bit appropriate on their part. If your package never got to you the how in the hell can you take a picture of it? Pardon my language, how the hell can you take four pictures of it?? I think that this is a sort of thing to discourage people to the point where they just don't bother anymore.

-Evan

 

[Crenshaw]

I am not going to side either way here, but i will say that in the past, dx has replaced orders without question, they just send you a new one. I think that some people might have been taking advantage of that, and thus,in the long run, dx will end up losing quite abit of money. Because of that, they have tried to find a way to curb it. I myself try to attach photos when i can. I am not saying whether its right or wrong, just an observation.

Crenshaw

 

[jufam44]

The rubbish with 4 pictures of the thing is just unexcusable IMHO. If you took pictures of every light you got, from 4 different angles, + a picture of the box, you'd need your own hard drive just to store the things! I wouldn't be surprised if they're trying to frusterate you into just giving up. :sigh:

 

[greenstuffs]

it would be easier for them to just charge the credit card when the order is ready to ship, too bad can't file paypal complaint after 30 days but if you pay with credit card funds you still have 90 days to dispute the charges.

 

[Monocrom]

I am not going to side either way here, but i will say that in the past, dx has replaced orders without question, they just send you a new one. I think that some people might have been taking advantage of that, and thus,in the long run, dx will end up losing quite abit of money. Because of that, they have tried to find a way to curb it. I myself try to attach photos when i can. I am not saying whether its right or wrong, just an observation.

Crenshaw

My main point is, if DX actually ran their business with professionalism, customer complaints of "I never got this item which was part of my order," or "It never arrived;" would become far less common. Then DX wouldn't have to worry if the vast majority of the complaints are legit or not.

Good suggestions have already been mentioned on this thread:

Don't charge a customer's credit card if the order isn't ready to ship.

If you're going to include a note in a customer's order that an item wasn't shipped because it's on backorder, make a copy of the note and keep it for your records.

Asking a customer to take a picture of the note and e-mail it over, is about as unprofessional as it gets. It's insulting to your customer. Your questioning his integrity, and making it likely he'll shop elsewhere the next time he needs something. And it makes the customer start questioning the intelligence of the folks running the business.

Professionalism doesn't mean having a business degree or spending tons of money to upgrade your operation. It means conducting business in a way that shows your customers that you are serious about your business.

When you start asking customers for silly little things like sending pictures of their screwed up orders, how are they supposed to take you seriously?

 

[jezzyp]

I am not going to side either way here, but i will say that in the past, dx has replaced orders without question, they just send you a new one.

I also have had defective stuff replaced by DX on the strength of an email - but it is no longer that easy.

There have been others trying to post Jeers in this General Discussion forum and its got moved so please keep this civilized as I don't want this moving as people need to be aware of this.

On another note - anyone know where I can get some emitters sent to the UK as it looks like DX is now a no-go for me.

 

[Fallingwater]

I imagine they've grown tired of people trying to get free stuff by claiming what they were sent is defective.
Personally, when I had a visible problem with one of the things I bought from them (a mosquito mini-helicopter) I made and sent them a picture in my first message on my initiative, so I don't really have a problem with this new policy.

 

[Drewfus2101]

I have also had quite a few very bad experiences with DX, but won't go into that as thats not the point of this thread.

But the best advice I got on here was to order 1 item at a time. Shipping is free, so it won't affect your pocket book at all. No chance of missing items either. Much easier to cancel items as well.

I was very jaded by DX as of a week ago, but have already gone back to ordering much needed items from them in the above manner.

 

[TOOCOOL]

I like DX but this is simply BS :scowl:

 

[Monocrom]

I imagine they've grown tired of people trying to get free stuff by claiming what they were sent is defective.
Personally, when I had a visible problem with one of the things I bought from them (a mosquito mini-helicopter) I made and sent them a picture in my first message on my initiative, so I don't really have a problem with this new policy.

It's no secret that many of the items DX sells is very cheap. A low price often translates into low quality. There's a good chance that many of those claims were legit. If DX wants to reduce the number of those claims, they should visually inspect products before shipping them out. If it's something like an LED drop-in, toss it into a light, and turn it on to see if it works. Not that difficult or time-consuming.

Also, it's one thing when a customer decides to include a pic to highlight a problem with a defective product. Quite another when a site decides, "This is our new policy. Don't like it? Sorry we can't help you."

 

[Unforgiven]

This isn't the proper place to discuss a dealers support tickets, customer service or their policies.

Thread closed.