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I had a problem with DDD---They fixed it

Old 12-25-03, 03:54 AM
  #1  
DVD Talk Special Edition
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Join Date: Apr 2000
Posts: 1,050
I had a problem with DDD---They fixed it

I figured I'd share a positive experience
with DeepDiscountDVD. During their
20% off sale I ordered:

It's a Wonderful Life/Miracle on 34th Street (2 Pack)
and

Rudolph the Red-Nosed Reindeer (1964)

I quickly received the automated order confirmation e-mail. However, I never
received the 2nd e-mail which usually goes out a day later and contains the
order number.

Knowing that DDD can be slow when it comes to shipping, I forgot about the
order for 2-3 weeks. Eventually, I logged into my account and noticed the order had disappeared.

I called customer service and explained
the situation. She stated that
the order was cancelled because the
items were OOP and discontinued.
She said I should have received an
e-mail letting me know of the problem---I never did.

I was polite and told her I was
skeptical that 3 of the most popular
Christmas films of all time would
be discontinued.

She tried again to locate the items and
was successful. She said the Item # or
UPC for the items had simply changed and the computer didn't recognize it at first.

After locating the items, I had little else to do or say.

She
1) Applied the 20% discount to both items

2) Explained that "Rudolph" was on
backorder and would be shipped around 12/25 (It later shipped 12/23)

3) Said that the "It's a Wonderful Life"/"Miracle on 34th Street" 2 pack was in stock and

SHE UPGRADED MY SHIPPING TO UPS
2 DAY DELIVERY FREE OF CHARGE so that I could have them in time to watch for Christmas.

Perhaps I was just lucky, but I was
certainly pleased with the experience.
diesteldorf is offline  
Old 12-25-03, 08:43 PM
  #2  
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Join Date: Jan 2003
Location: Los Angeles, California
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Sounds like they did exactly what they should have once they realized they'd made a mistake. Good customer service. Congratulations.
Walter Neff is offline  
Old 01-01-04, 03:53 AM
  #3  
eau
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Originally posted by Walter Neff
Sounds like they did exactly what they should have once they realized they'd made a mistake.
The trick (the problem that most people have) is to get them to realize their mistake.
eau is offline  

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