The Prophecy Shop Conversion
 SUPPLIER |
The Prophecy Shop |
 INDUSTRY |
Retail |
| BRANCH / AREA | Linden | COUNTRY | South Africa |
| TIME / DATE | 08:26 Thu 10 Nov | PERSON RESPONSIBLE | |
| CUSTOMER | FrikkieZA | View all reports by user |
 1
 0
|
| PROBLEM | Damaged Goods |
 Post this report to your Facebook page Post this report to your Twitter page
|
|
| INCIDENT | Thu 10 Nov | ||
| HEADLINE | 3 Faulty goods in 2 deliveries |
||
| I placed a big order with Porphecy for delivery. Their initial response was excellent and I was thoroughly impressed. My order arrived within 2 days, so no problems there. But, 2 of the products I ordered were faulty. I requested a return on these products. The courier service Prophecy arranged collected it within a few days. The products faulty was a ROCCAT Kone[ ] (mouse) and ROCCAT Kave (headset). After about three weeks of broken promises, I eventually got a refund on the headsets and a replacement on the mouse. As it turns out, the replacement mouse (also a ROCCAT Kone[ ]), is also faulty. I decided to write them an e-mail on Monday (2011/11/7), and I still haven't received a reply or any sort of communication from them. This is exactly how it went the previous time when I waited those three weeks for a simple replacement product. | |||
| SUPPLIER'S RESPONSE | The Prophecy Shop | Time and Date | 08:49:22 | Thu 10 Nov 11 |
|
Hello FrikkieZA, I'm so sorry about the experience you have had, it's completely unacceptable! It's not the level of service we aim to give, promise to give or normally give - I'm sorry that we dropped the ball with your return! Getting three faulty products in two orders is very bad luck and unfortunately largely out of our control, but the handling of the return is in our control and we should have done a better job. Thank you for taking the time to post on HelloPeter, and for taking the time to talk with me on the phone this morning. It's never nice for us to hear when we have made a mistake, but it's only when clients take the time to do so that we can improve. As discussed on the phone, we will provide you with a replacement mouse of another brand, and a full refund for the mouse by way of an apology. Please let me know if there is anything else we can do for you. Regards, Paul Johnston Owner & Founder |
|||
| UPDATED RESPONSE | The Prophecy Shop | Time and Date | 14:36:22 | Thu 10 Nov 11 |
|
Hello FrikkieZA, Just a quick update - I have emailed you through the coupon code you can use towards the new mouse, and I have requested the refund on our system - our accounts person will email you proof of the refund tomorrow morning. Once again, I'm sorry for the way we handled this. I have looked into your previous RMA that took three weeks to process - unfortunately, it seems that the combination of different reasons for the three products you returned caused confusion, with two being faulty and one being returned for credit due to a compatibility issue. I've spoken with the person who handles our RMAs about this, and I don't think it will be a problem in the future. I'm posting this not to try and shift the blame or give excuses (it's 100% our fault, and we should have done a better job) but just to show that we do take customer complaints seriously, and that we always try to get to the bottom of the fault. Roccat currently is not providing very good RMA service to us, and I will be doing a full recon into their failure rate and handling of RMAs to decide if we will continue to sell them, and how we can better handle them if we do. Feel free to contact me at any time! Regards, Paul |
|||
| CUSTOMER'S FEEDBACK | FrikkieZA | Time and Date | 14:42:47 | Thu 10 Nov 11 |
|
Over the Moon:
Thanks Prophecy. They handled this really well, and gave a valuable reason for the misunderstanding. |
|||
Relevant content (Last 5 Damaged Goods Problems)
 |
|||
 |
|||
|
|
(( • )) Supplier's response | ||
|
|
(( • )) Updated response | ||
|
|
Facebook Application
