mediaplay.com customer service--any more apathy, i'd have to check 'em for a pulse!
10-13-00, 01:42 AM
#1
Senior Member
Thread Starter
Join Date: Oct 1999
Location: Nashville, TN
Posts: 777
Likes: 0
Received 0 Likes
on
0 Posts
remember two tuesday's ago, the big disney title release day? well, i pre-ordered 4 titles weeks ago, paid with a giftcard, and expected to recieve them the monday before street date (that's been typical with this company). when my order still showed as "backorder" (which is how all their pre-book orders are classified on their site) on street date, i called but got no solid answers as to why, or when to expect shipping. i wait 4 days, still showing "backorder", never having received a courtsey email mentioning that i wouldn't receive the products on the expected date. then i emailed them. their help page said to expect a reply in 24 hours. 4 more days pass, without a peep. i tack on a new paragraph and resend my first email. well, you can read it all below. yes, my tone is abrasive, but i've had it. yes, sometimes products ship to retailers late. would it kill them to notify pre-order customers? would it kill them to pretend to care? 
Subject: backordered items
Date: Sat, 07 Oct 2000 18:36:53 -0500
Please remind me of the purpose of ordering DVDs from your
website. My order # 103591** has 4 Disney titles, 2 of
which I'm now told are on backorder. The release date for
these 4 titles was LAST Tuesday. I would expect that
customers' pre-ordering a title would give you SOME
indication of the quantity YOU need to order to satisfy
demand.
It is discouraging to know that I have 3 Media Plays, 3 Sam
Goodys and 4 Suncoasts within driving distance--all of which
have had these titles available for sale for the last 5
days, while my order--which I HAVE ALREADY PAID FOR--still
has not shipped. Never mind the Wal-Marts, K-Marts, Targets
and others who sell the same products you do. What is most
annoying is not having the common courtsey to send an email
alerting me that my products would not arrive on or even
near the date expected.
I await a reponse from a "lead" for your internet customer
service department first thing this coming week regarding
this matter. Feel free to look over the following list to
see just how much of my disposible income I have chosen to
give to your company since the beginning of this year.
I look forward to hearing from you soon.
Steven Good
Orders from 1/1/00 through 10/1/00 totaling $1030.17
(pre-orders for the rest of this year not included)
820202
745717
779777
779782
779735
866742
807060
745770
569142
569082
678815
745905
603570
603522
750360
708292
708267
708262
750317
702912
678877
576250
576217
611320
574275
544597
509770
976965
758860
859265
935092
935087
445705
509725
506025
506042
574150
574862
756017
816455
816505
816380
834075
733577
733745
866770
Subject: [Fwd: backordered items]
Date: Wed, 11 Oct 2000 23:42:19 -0500
To: [email protected]
wow, a response within 24 hours? what a joke! i've waited
4 days now to hear from your company regarding my email to
you shown below. could you please scare up the tiniest bit
of good customer service and reply to this? that would be great, thanks.
Subject: ANSWER
Date: Thu, 12 Oct 2000 09:55:15 -0500 (CDT)
From: [email protected]
To: [email protected]
Dear Mr.Good,
I recall speaking with you yesreday. I thought I explained to you that perhaps cancelling your order maybe faster in the act of getting the product you wish to have. Secondly WE DO NOT HAVE ANYTHING TO DO WITH ORDERING THE AMOUNTS OF A PITICULAR PRODUCT. I agree with you, you would think pre orders would give some indication. However this is not our department
Tony J
Customer Service
i like his spelling of "particular". (i don't capitalize because it's faster for me to type that way...) anyway, i'd sure like to enjoy those new dts tracks on Nightmare B4 Xmas and James & the Giant Peach, but who knows when that might happen? mediaplay sure doesn't!
the reply i sent follows:
well, explain it to me again, perhaps i've forgotten some of
the useful details of that phone conversation. how exactly
how would CANCELLING my order help me receive the products
that i've ALREADY BEEN CHARGED FOR, faster? are you
suggesting i cancel and re-order on your website? how? the
giftcard i used for that order has a zero value now. i've
been told during past tranactions that you are no longer
allowed to give out a new giftcard # by phone with the value
restored. so, would i be waiting for a replacement card in
the mail? 1-2 weeks to receive it has been my typical wait in the past... that doesn't seem to resolve this any
faster. besides, now that the titles have been released,
the prices are more than the pre-order prices were. if, on
the other hand, your idea was to refund my giftcard $$$ and
point me towards one of your brick & mortar stores: i'd
still have to wait for the replacement card in the mail (1-2
weeks by snail mail), then pay the higher store prices.
those scanarios aside, i am completely underwhelmed by your
company's level of customer service and well as the CSR's
pervasive apathy conveyed both by phone and email. your
wording of messages and tone of voice by phone lack any
professional business ettiquette; the mumbled cursing and
sighing i've heard during numerous calls over the past year
are telling. you don't care. just college students picking
up a paycheck regardless of the quality of work performed.
your company's customer service dept. is one of the few i
deal with that doesn't run the on-hold message that "for
quality assurance, this call may be monitored or recorded".
if these were recorded for higher-ups to review, it would be
a real wake-up call. these CSR's represent the only human
contact i as a customer have had with your company, and thus
far it's been a poor showing.
in closing, i'd like to receive a thoughtful, helpful,
concerned reply to this email. solid information regarding
the status of my order would be appreciated.
i look forward to hearing from someone of authority soon.
steven good
grrr.....
i'll just put a nitro tablet under my tounge and go to bed...
------------------
REMOVED PERSONAL ATTACK
[This message has been edited by phraseturner (edited October 12, 2000).]
[This message has been edited by phraseturner (edited October 12, 2000).]
[This message has been edited by gkleinman (edited November 15, 2000).]
Subject: backordered items
Date: Sat, 07 Oct 2000 18:36:53 -0500
Please remind me of the purpose of ordering DVDs from your
website. My order # 103591** has 4 Disney titles, 2 of
which I'm now told are on backorder. The release date for
these 4 titles was LAST Tuesday. I would expect that
customers' pre-ordering a title would give you SOME
indication of the quantity YOU need to order to satisfy
demand.
It is discouraging to know that I have 3 Media Plays, 3 Sam
Goodys and 4 Suncoasts within driving distance--all of which
have had these titles available for sale for the last 5
days, while my order--which I HAVE ALREADY PAID FOR--still
has not shipped. Never mind the Wal-Marts, K-Marts, Targets
and others who sell the same products you do. What is most
annoying is not having the common courtsey to send an email
alerting me that my products would not arrive on or even
near the date expected.
I await a reponse from a "lead" for your internet customer
service department first thing this coming week regarding
this matter. Feel free to look over the following list to
see just how much of my disposible income I have chosen to
give to your company since the beginning of this year.
I look forward to hearing from you soon.
Steven Good
Orders from 1/1/00 through 10/1/00 totaling $1030.17
(pre-orders for the rest of this year not included)
820202
745717
779777
779782
779735
866742
807060
745770
569142
569082
678815
745905
603570
603522
750360
708292
708267
708262
750317
702912
678877
576250
576217
611320
574275
544597
509770
976965
758860
859265
935092
935087
445705
509725
506025
506042
574150
574862
756017
816455
816505
816380
834075
733577
733745
866770
Subject: [Fwd: backordered items]
Date: Wed, 11 Oct 2000 23:42:19 -0500
To: [email protected]
wow, a response within 24 hours? what a joke! i've waited
4 days now to hear from your company regarding my email to
you shown below. could you please scare up the tiniest bit
of good customer service and reply to this? that would be great, thanks.
Subject: ANSWER
Date: Thu, 12 Oct 2000 09:55:15 -0500 (CDT)
From: [email protected]
To: [email protected]
Dear Mr.Good,
I recall speaking with you yesreday. I thought I explained to you that perhaps cancelling your order maybe faster in the act of getting the product you wish to have. Secondly WE DO NOT HAVE ANYTHING TO DO WITH ORDERING THE AMOUNTS OF A PITICULAR PRODUCT. I agree with you, you would think pre orders would give some indication. However this is not our department
Tony J
Customer Service
i like his spelling of "particular". (i don't capitalize because it's faster for me to type that way...) anyway, i'd sure like to enjoy those new dts tracks on Nightmare B4 Xmas and James & the Giant Peach, but who knows when that might happen? mediaplay sure doesn't!
the reply i sent follows:
well, explain it to me again, perhaps i've forgotten some of
the useful details of that phone conversation. how exactly
how would CANCELLING my order help me receive the products
that i've ALREADY BEEN CHARGED FOR, faster? are you
suggesting i cancel and re-order on your website? how? the
giftcard i used for that order has a zero value now. i've
been told during past tranactions that you are no longer
allowed to give out a new giftcard # by phone with the value
restored. so, would i be waiting for a replacement card in
the mail? 1-2 weeks to receive it has been my typical wait in the past... that doesn't seem to resolve this any
faster. besides, now that the titles have been released,
the prices are more than the pre-order prices were. if, on
the other hand, your idea was to refund my giftcard $$$ and
point me towards one of your brick & mortar stores: i'd
still have to wait for the replacement card in the mail (1-2
weeks by snail mail), then pay the higher store prices.
those scanarios aside, i am completely underwhelmed by your
company's level of customer service and well as the CSR's
pervasive apathy conveyed both by phone and email. your
wording of messages and tone of voice by phone lack any
professional business ettiquette; the mumbled cursing and
sighing i've heard during numerous calls over the past year
are telling. you don't care. just college students picking
up a paycheck regardless of the quality of work performed.
your company's customer service dept. is one of the few i
deal with that doesn't run the on-hold message that "for
quality assurance, this call may be monitored or recorded".
if these were recorded for higher-ups to review, it would be
a real wake-up call. these CSR's represent the only human
contact i as a customer have had with your company, and thus
far it's been a poor showing.
in closing, i'd like to receive a thoughtful, helpful,
concerned reply to this email. solid information regarding
the status of my order would be appreciated.
i look forward to hearing from someone of authority soon.
steven good
grrr.....
i'll just put a nitro tablet under my tounge and go to bed...
------------------
REMOVED PERSONAL ATTACK
[This message has been edited by phraseturner (edited October 12, 2000).]
[This message has been edited by phraseturner (edited October 12, 2000).]
[This message has been edited by gkleinman (edited November 15, 2000).]
10-13-00, 03:18 AM
#2
DVD Talk Platinum Edition
Join Date: Mar 2000
Location: Eden
Posts: 3,492
Likes: 0
Received 0 Likes
on
0 Posts
They are like buy.com, they don't have any real connection to the warehouse. Plus they ship preorders during the weekend.
NEXT TIME CALL THEM, THEY HARDLY EVER ANSWER EMAILS.
[This message has been edited by HoMeBrO (edited October 13, 2000).]
NEXT TIME CALL THEM, THEY HARDLY EVER ANSWER EMAILS.
[This message has been edited by HoMeBrO (edited October 13, 2000).]
