Jamie - as the above postings have proven though, people come here to get a response, and that's not a good business model for ANY business. Once you open the gate, that's how customers expect to communicate. If you don't open that gate, unhappy customers would be left with phoning and emailing (the correct way of dealing with an issue - by the customer and the business).
And I do seem to remember that Brant wound enough folk up in his time 😉 Posting on a forum can end in a no-win situation. I know for a fact I would be sacked if I posted lengthy "resolutions" on our company Facebook page, or in a web forum. If there was a complaint I'd message the customer, asking for their details, so that I could phone them to resolve the issue.
I've seen it time and time again, and that is the quickest and easiest way to resolve an issue. Putting discussions out in pubic, as has happened here (many, many times) is NOT good for business. Far too risky.
As a customer, I also would not use the forum for such communications. If a business replied to a thread for some reason (I wouldn't ask or expect them too), I'd just ask them to phone me to resolve the issue.
Example, as above. PX PM's customer, gets order number and phone number, calls them, resolves issue and perhaps gives a voucher as a goodwill gesture. Problem solved. It should never get as far as it has.
PS - if PX want's a customer care representative give me a shout. I can work a telephone.
flange, I was just asking you if you still wanted the item at all or not, as a goodwill gesture a discount after the fact can usually go some way to helping fix a late/lost order. Obviously not in your case as you've clearly stated since. I wasn't being sarky, just suggesting something that I hadn't seen mentioned previously as a possibility.
I'm not here to take the piss or be sarky, I'm trying to catch any visible fails that I might be able to do something about. I apologize for having offended you.
Nothing wrong with sorting out issues in this forum - it's a good way of sorting out problems which may have been missed in the normal channels. It may also promote a positive view of the company as one who is really keen to make all their customers 100% happy no matter what happens.
However, and this is a big one, you've got to do it right. No point in just saying "I'll look into it" then never sorting it, or promising things that you can't deliver. That person who comes on the forum needs to know the systems at work inside out and have the power to send stuff out, add bonuses for apologies, issue refund etc or else they just won't be able to help in any meaningful way and it'll make the situation even worse.
I agree rob, none of what you suggest is outside my reach. Mostly all it takes is to take another look at an issue that might have slipped off the radar.
I delivered a guy's bike down to him in Market Harbrough last Friday night because he had a race the next day and it was otherwise impossible to get it there. I'm serious about making a difference.
So, over a week since I first called asking for a refund and I've still not got my money back.
A call just now informed me that the refund was issued on Friday (that would have been following my third call asking for a refund, 6 in total) and that I shouldn't expect it until today/tomorrow. Thats nice after I rang up the previous Monday asking for one and was assured it would only take a couple of days.
Now I'm a reasonable man and try not to take out my frustrations on someone answering the phone when it can be a long list of people, any of which could be causing the bottle neck. However, 6 phonecalls about an order placed on the 6th August, with a refund asked for due to none delivery on the 18th (it was paid via paypal so not hard to reverse) and we're on the 26th and still no money????
Utterly shocking - blatently lied to twice and who knows whether I'll get my money this time.
So planet X/on One what are you going to do for me?
My order of the 14th SO0658823? is still not beiing shipped.
My framed that cracked was replaced quickly by you but then shipped to an old address where you where told of the new one and picked up from the new one. I now have in prime riding time no proper mountainbike and a frame 1000km away. SO0225086 your customer relations did say sorry but that doesn't cut it for me.
Still no money refunded. I've raised a dispute through paypal.
Bunch of complete crooks, a combination of the smugness on here and multiple phonecalls to them where I've been lied to means I won't EVER use them again and will make sure that I put anyone I know off using them.
For the record DON'T USE PLANET X!
[i]I've raised a dispute through paypal.[/i]
I'm surprised you waited so long, tbh.
Ordered a few bits and bobs from on-one, got the automated email, and a week later... Nothing
Last order I got from the a few months ago was wrong, so hassle of returning before they sent out what I ordered
long time on-one customer, but life's to short, and plenty of other retailers, so won't spend any more of my hard earned with em
I've just ordered some gloves and a chainstay protector, forgot about this thread... Lets hope I get the bits... although I'm not really bothered too much.
If I owned / managed any sort of business, or their customer service department, and I found out that anyone in the business was taking it upon themselves to communicate with customers on a web forum without me knowing, I'd be really upset with them (even if they were doing a 'good' job)
Businesses need clear guidelines and processes for dealing with customers. 'Well-meaning' staff can massively impact a businesses reputation.....
vdubber67 - MemberIf I owned / managed any sort of business, or their customer service department, and I found out that anyone in the business was taking it upon themselves to communicate with customers on a web forum without me knowing, I'd be really upset with them (even if they were doing a 'good' job)
Businesses need clear guidelines and processes for dealing with customers. 'Well-meaning' staff can massively impact a businesses reputation.....
What makes you think PX-OO don't know he's communicating with the customers ?
