I was a bit irritated... - Realm of Excursion



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Old 03-21-2013   #1 (permalink)
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Default I was a bit irritated...

So I made an order with Sonicelectronix on the 9th of this month. Here's the last email I received and my response summing up the course of events -


_______

> To: [email protected]
> Subject: Re: Sonic Electronix Important: Response Required [SE-1577540-SE]
> From: support[MENTION=7850]sonic[/MENTION]electronix.com
> Date: Wed, 20 Mar 2013 08:17:50 -0700
>
> Dear Jarrod,
>
> Thank you for getting back to us. It actually seems that since I last
> wrote to you, the item was in stock in our fulfillment centers but it is
> now out of stock with them as well. Please let us know how you wish to
> proceed!
>
> Our Call Center is open Mon-Fri 6 AM - 7PM Pacific Time, Sat-Sun 8 AM -
> 7 PM to serve you. We are also adding additional categories and products
> daily, so please let me know if there is anything else I can help you
> find in our store.
>
> Did I answer all of your questions? Help me increase my commitment
> rating by leaving a testimonial at
> Sonic Electronix - Testimonials
>
> Sincerely,
>
>
> Liz S.
> Customer Satisfaction Specialist (CSS)
> Sonic Electronix, Inc.
>
> Toll-free: 1-877-289-7664 x 6299
> Direct: 1-661-200-6299
>

So let me get this straight. I received an email on the 10th telling me the Xscorpian TF8 but would be back in stock on the 12th and I could wait if I liked. You did offer me an alternative product at a mere 300% price difference on the 16th after I emailed asking why the order was still being processed. So I waited for you to restock the product that according to your website you had 3 of when I ordered them.
Then, on the 19th, you told me the Pioneer DEH-80PRS I ordered was unavailable for international shipping. Obviously this slight problem was overlooked when you first contacted me 9 days earlier. So I provided you an alternate address in the U.S to which it could be shipped. Now you inform me your fulfillment centers no longer have them in stock. It must have been far too much trouble to reserve one when they had them in stock for the order I had made, considering I HAD ALREADY PAID FOR IT!

Taking into account your pathetic record fulfilling a simple order with items that are listed as being in stock, you will no doubt understand why I am now telling you to cancel the ENTIRE order and refund my money. Be assured I will be sharing my experience with your company on all of the Car audio forums I frequent and will no longer link your products to prospective buyers. I will simply have to refer them to Woofersetc, Audio Savings and Onlinecarstereo in the future.
By attempting to have me purchase lesser models and higher priced items leave a lot to be desired in the field of "Customer Satisfaction" in which you are apparently a "Specialist".

_______


I wasn't too harsh was I? I hope she doesn't lose her job...
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Old 03-21-2013   #2 (permalink)
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Default Re: I was a bit irritated...

I work in cust service. On the phones, for a major US cellular company. To be honest, most of us don't know everything about everything, like people think we do. She probably didn't know that a lesser Pioneer is crap compared to what you wanted.

But no, not really. She will be fine.
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Old 03-21-2013   #3 (permalink)
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Default Re: I was a bit irritated...

wasnt harsh enough!!!!
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Old 03-21-2013   #4 (permalink)
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Default Re: I was a bit irritated...

i don't think it was too harsh, i'm sure most customer service reps develop a thick skin and don't really have much control over the way the companies do business.
that was a pretty pathetic way to have dealt with the situation from their end especially after they have taken payment for items.

good luck with the situation and hope it all resolves to your benefit..... if at all possible.
they should do something to remedy this issue.
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Old 03-21-2013   #5 (permalink)
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Default Re: I was a bit irritated...

I posted some time back about Sonic and how they have gone downhill... I swore to never use them again, just got too big for their britches.....
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Old 03-21-2013   #6 (permalink)
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Default Re: I was a bit irritated...

I had the exact thing happen to me with Sonic...

It was with an amp I wanted a while back, a small foot cadence, I placed an order for it sonic's site showed they had it in stock (low quantity) but still, a couple days later still no update, finally I get an email saying that they don't have any in their fulfillment center and they gave me the same story as they did you.

I ended up just cancelling the order without going any further than that.

I don't think that you were too harsh but as well I agree that most customer service reps don't know jack about the products sold.
That is what happens with stores like this, they get bigger and bigger and need the workforce but end up giving them "scripts"
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Old 03-21-2013   #7 (permalink)
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Default Re: I was a bit irritated...

Nope, you weren't too harsh.

Where I work if someone pre-pays for something and whoever sold it doesn't reserve it for the purchaser they're is in deep chit. I would be livid if I were you. If it ever happens our manager will do whatever it takes to have them leave the store happy. They should, at the very least, give you a free upgrade to something else or refund your money + in store credit.
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Old 03-22-2013   #8 (permalink)
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Default Re: I was a bit irritated...

Their response and mine -



> To: [email protected]
> Subject: Re: Sonic Electronix – Important: Response Required [SE-1577540-SE]
> From: support[MENTION=7850]sonic[/MENTION]electronix.com
> Date: Thu, 21 Mar 2013 08:02:42 -0700
>
> Dear Jarrod,
>
> I do apologize if we have inconvenience you in any way, I am truly sorry
> for not having the item available for you when you needed it. I do see
> that late last night our stock did get replenished.
>
> I do understand if you wish to cancel this order as I know that you have
> gone through much frustration. I tried to offer you other products but
> you just happened to buy the most expensive one that has all the
> features built into it. I know that if there was a better model out
> there for you, I would have offered you that item in a heart beat but in
> this case there was nothing else to offer.
>
> I tried to help you but international orders are difficult to fulfill at
> times. Now at this time, since we have all of your items in stock in our
> California Warehouse. Given all the frustrations caused, I would like to
> offer you a $20 partial refund, as we never intended to cause you such
> an inconvenience if you wish to keep your order. Let me know if this
> would be acceptable.
>
> Our Call Center is open Mon-Fri 6 AM - 7PM Pacific Time, Sat-Sun 8 AM -
> 7 PM to serve you. We are also adding additional categories and products
> daily, so please let me know if there is anything else I can help you
> find in our store.
>
> Did I answer all of your questions? Help me increase my commitment
> rating by leaving a testimonial at
> Sonic Electronix - Testimonials
>
> Sincerely,
>
>
> Liz S.

Will you be shipping the order directly to me in Australia or to the address I provided in the U.S? If you cannot ship them to me directly then you will also have to refund the $95 I paid in shipping fees as all the items I ordered have free shipping in the U.S.
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Old 03-22-2013   #9 (permalink)
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Default Re: I was a bit irritated...

that sucks! im going threw BS with western union now. it sucks and I recommend NEVER DEAL WITH THEM! they are IDIOTS! message me if you want details

Can you just contact them and request the transaction to be canceled and move on?
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Old 03-22-2013   #10 (permalink)
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Default Re: I was a bit irritated...

Situations like this are my biggest fear when dealing with online only retailers. I have had a horrible experience with The Wholesale House. (NEVER DEAL WITH THEM EVER!)
Since then, I usually play it safe and find a good go-to place to make purchases. Yes, they usually are more expensive. But at least you get your product and some sort of positive customer service and less hassle if a problem arises.
I understand that not living in the continental U.S. gives you less options. That really puts you in a crappy situation. I do not think you have been too harsh in this aspect. I hope you get it resolved.
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