17 réponses à ce sujet

[SIim Charles]

I feel like I am really getting jerked around by customer service this time around. I don't really want to start a huge complaint topic, but I am extremely disappointed with how I have been treated lately.

EDIT: I'll just lay out what is happening. As some of you know, I have been known to over-react and I would like some input here:

So, I purchased the Team litho during the pre-sale and when I finally received it the top of the shipping tube had been crushed (obviously the postal services fault) and the top border of the litho was bent in numerous places. I contacted the store and they gave me the whole "submit pictures, etc." thing.

I don't own a digital camera (I live in NYC with three roommates and between us we have two ancient camera phones that essentially put out 96 piixel blur-fests and an iPod touch with a broken camera), but managed to use one when I visited home and I submitted pictures of the damage (I also explained the camera situation), a few days after they tell me they have a replacement waiting to ship and I just needed to tear off the number and submit another picture.

Unfortunately, I had returned to NYC and again had no camera access. It was several weeks before I managed to borrow a suitable camera. I checked my case online to make sure it was still open (it was) then I sent a message just to make sure they still had a litho for me before I destroyed the one I had. This is where things get ugly: they tell me that they no longer have any of the litho available. I respond, annoyed, that they had not held onto the one they had said they were saving for me and had not even messaged me to see what was up before selling off the litho. They basically say "sucks to be you" and offer me a pathetic 30% discount for my badly damaged litho.



- I don't know, I think I have a right to be upset. I was under the impression that the store policy on damaged lithos was replacement or full refund, not 30%. It is really disappointing that all the money they made from the lithos has turned them into tight-fisted jerks.

Modifié par SIim Charles, 30 septembre 2011 - 08:01 .

[Vault101 survivor]

Maybe they caught on to the fact that you were probably just gonna try to flip it on eBay.

http://social.biowar...3/index/2356396

Modifié par Vault101 survivor, 30 septembre 2011 - 10:30 .

[NamiraWilhelm]

Domino's away at the moment, maybe we're used to dealing with her

[SIim Charles]

I was obviously kidding in that post. I sold one to a board member at a reasonable price, gave two to friends, and kept one for myself. That was before the prices really exploded. I think I got $200ish for the Citadel; factor in shipping and I really didn't do that well on it.

Modifié par SIim Charles, 30 septembre 2011 - 10:55 .

[Vault101 survivor]

Look on the bright side, there will be plenty more snazzy lithos to look forward to in the near future.
Hopefully you'll bag some really nice ones without incident.

[sabiansix]

It honestly sounds to me like you over reacted and pissed them off.

[TheKingBoar]

Kinda blows, but if you can afford the lithos can't you afford a camera? You can get crappy point in shoot for $100, or even gotten a disposable and put the pictures on CD. If the litho meant that much, it seems worth the cost for the camera. I have a DSLR now, in part to better show the damage to lithos.

[SIim Charles]

Yeah, I could afford one, but I didn't really see the need to buy one just for this situation. I just figured they wouldn't mind the wait or, at the very least, let me know if I was taking too long.

And I didn't blow up at them. I just told them that I was surprised and disappointed at what transpired. They don't even pretend to sound apologetic. As I said before, I am just getting a "sucks to be you" vibe from them, and that is about as irritating an attitude as you can get from customer service reps. On what planet does heavy damage to a piece of limited edition artwork merit a 30% discount? The difference between mint and near-mint is huge; when you start talking mint vs. meh, you are talking way more than 30%.

Has anyone else gotten this 30% BS? I have always heard people say it is replacement or full refund.

Modifié par SIim Charles, 01 octobre 2011 - 12:13 .

[SIim Charles]

sabiansix wrote...

It honestly sounds to me like you over reacted and pissed them off.

Regardless of how I reacted (and I can't imagine anyone finding what I said the least bit offensive or inflammatory. I told them that I was surprised and disappointed, if you can't handle that, you are in the wrong business) the bottom-line is that they dropped the ball here. You don't promise a replacement litho to someone, then go ahead and sell it without telling them anything. And, even if you do let this happen, being borderline rude and playing hardball  with a refund is just crummy service all around.

Modifié par SIim Charles, 01 octobre 2011 - 12:38 .

[SIim Charles]

Sorry for the triple post, but is there a moderator or someone I could PM who could help me with this? I haven't been around these boards much lately, and I know Jedi isn't really involved here much anymore. Any help would be appreciated.

[Vault101 survivor]

What do you want them to do? You took the discount. Just drop it and move on. No point in being bitter. Yeah it hurts that you had a bad experience, but what's done is done.
I got screwed big time by Treehouse/Bioware too, but I just moved on and I'm plenty happy now.

Modifié par Vault101 survivor, 01 octobre 2011 - 03:11 .

[SIim Charles]

I didn't accept the discount yet, I am trying to talk to someone higher up.

[Dsurian]

If need be, Charles, you could contact the store through their homepage - treehousebrandstores.com ...that will likely que a 'higher up', though I somewhat doubt you will receive a different response. Point being, yes, your inability to acquire the regular use of a decent camera is unfortunate, but I'm fairly sure its plainly stated that photographic proof is required for a replacement, and no doubt, given the limited quantity of the item, a time restriction is (at the very least) implied. Little sympathy will be given as well, as you have admitted to personally acquiring a 4 count of an item that was (if memory serves) limited to 2. Even though you attest to having earnest reasoning, I doubt it would be taken seriously...this is the internet, afterall. Besides, isn't it about time that your numerous friends acquire accounts and monies of their own?

...and whats with the seemingly deceptive thread title?  Jedi is still running things overall, and he's still doing and awesome job (at least as far as most of us are concerned).

Modifié par Dsurian, 01 octobre 2011 - 09:27 .

[SIim Charles]

Oh Dsurian, can't tell you how excited I was to see you weigh in. As always, in your rush to criticize me, you misread/misconstrued what I said. I got 4 of the CITADEL litho, as you would know if you took the time to actually read what was being said. That point has been rehashed about a hundred times over the last two years, so I think we can let it lie. I only bought one of the TEAM litho.

I should not even address your point on my "deceptive thread title" as it just seems like your usual "finding places to criticize where no normal human being would find something to criticize." I took a change in customer service attitude (and a company like this can't have more than a couple CS reps), an apparent change in refund policy, and Jedi's disappearance from the boards as a sign that things may have changed hands. The title goes pretty well with what I am talking about in the topic.

I can understand that things were taking a bit long on my end, but I just assumed that they would let me know if I was taking too much time. My case was still open, and I had explained the difficulty I had in getting my hands on a camera beforehand. 90% of my issue is with customer service. I am somewhat annoyed that they did not save one for me, but I am really irritated that they are being curt, unapologetic, and squeezing me for a minimal (and even you must admit: outrageously cheap) refund. If they had apologized and offered me the same full refund that seemingly everyone else who has ever had a litho-damage problem has gotten, I would not have had any problem at all.

[DukeOfNukes]

Honestly, the customer service has been declining since litho's really took off. Items are ridiculously overpriced...we get less "face time" with employees. Just in general, they've begun caring less about VALUE, and more about making money. They're a business, I get it, but it's a shame that we have to sacrifice that.

That being said, I think you're over reacting. You cant expect them to put it on hold indefinitely, and from the sounds of things, you never really told them you were going to be several more weeks before sending them another picture. There's a statute of limitations, and 3 weeks without contact is a good enough reason to not hold on to something.

[Beocat]

Charles, Charles, Charles.... >_> As often as your lithos seem to be damaged, I really have a hard time seeing how it isn't cost-effective and time-saving (time = money after all) to just go ahead and get a cheap digital point and shoot camera. They sell them at Walmart for $30 even if you go for the cheapest model they have.

As for the time issue...did you expect them to wait forever? I've had them sell off a litho that I had already paid for to someone else once (well, I didn't know about it until after the fact). Yes it hurts when that happens and you do feel slighted by it. However, people makes mistakes. And in this situation, if you weren't maintaining a strong line of communication with them, it is within reason to think you may have decided not to rip up the lithograph for a replacement.

[archive-th]

Gosh what is with everyone paying **** on Charles? You guys are d.icks.
Honestly Slim, I'm with you here. That wasn't right what they did.

[tj987654321]

You should be able to get a full refund.