Post Reply Unacceptable delays / Poor customer service
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Posted 2/1/14
Back in November CR offered a daily deal with a small discount on an Attack on Titan hoodie. This was a pre-order, which I'm typically OK with. However, it was delayed. Alright, fine. January 31st was the date we found it was delayed to in our order pages. January 31st has come and gone and now the hoodie is supposedly delayed until February 15th. The page for this is here so you can see that I'm not the only person upset by this:

http://www.crunchyroll.com/store/p/77050/Attack-on-Titan-Hoodie-Survey-Corps#reviews

The delays I can typically accept, but in this case and what is most infuriating, is that CR hasn't contacted a single person that ordered this product to tell them of the delays or to explain why said product is delayed. This is absolutely, 100%, terrible customer service and I expected better from those that run this site.

If there are any sort of problems with an order, whether it be shortage of stock, problems with the supplier, shipping issues, and so on, it's your duty to contact your customers and inform them of this. Neglecting to do so makes you look extremely amateurish and breaks customer trust.

After this experience you will have to take some serious steps in order to win my trust back. I have one outstanding pre-order, but unless someone on this site issues an apology and shows me that actual steps are going to be taken to correct the wrongs that have been done (emailing everyone with details that purchased this product would be a good start) I can safely say that I will not purchase any further products from CR in the future.

This is your chance to make it right. Prove to me that you guys actually care about your customers.
Posted 2/1/14 , edited 2/1/14
Customer Service is a big problem on CR. You kind of have to remember that CR wasn't started as a proper business and was engaged in free streaming and other copyright violations. They now stream videos legally however their attention to providing a quality service and getting things done in an acceptable time frame doesn't seem to be a priority. If you choose to run a business, run it and don't leave customers picking up the slack. If CR was a power company you'd have riots.
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Posted 2/1/14

Striketh wrote:

This is your chance to make it right. Prove to me that you guys actually care about your customers.


On a Saturday, so you're sure to be disappointed when they don't respond to you today.

Delays happen, and this clearly lies with Ripple Junction, so why are people laying this on CR instead of RJ: http://www.ripplejunction.com/?
Posted 2/1/14 , edited 2/1/14

eyeofpain wrote:


Striketh wrote:

This is your chance to make it right. Prove to me that you guys actually care about your customers.


On a Saturday, so you're sure to be disappointed when they don't respond to you today.

Delays happen, and this clearly lies with Ripple Junction, so why are people laying this on CR instead of RJ: http://www.ripplejunction.com/?


Well the deal here is that if one business chooses to do business with another then the business which initiated the contract or deal is to blame if anything goes wrong, not the contracted company. In other words when RJ fails CR fails because CR is the main company running the operation and this operation being the CR Store. It's like blaming the gun manufacturers for people getting shot but there's more validity to it when dealing with business and corporations because a contract of some other service agreement has been signed.

Another example: Say you need a parking pad replaced and a tree cut down at the same time. The concrete contractor refers you to "a friend" that will cut down your tree. In the end the "friend" stiffs you and abandons the job. Ultimately it is the concrete contractors fault for not upholding the services that he promised by giving the referral. CR is the concrete contractor and the "friend" is RJ. That's how the blame gets placed.

Everyone needs a day off so you can't get too pushy our you'll just end up losing minutes off your life and gain grey hairs.



Vegetable Support Manager
Bjaker 
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Posted 2/1/14


I'm sorry.
We're working as hard as we can to get this item out to those who purchased it ASAP.
We're also working on a better way to communicate delays on orders that sell as well as this did.
Right now I have to manually send out delay notifications to clients when there is a delay. When this happens on products that sell 1000+ units that leads to hard judgement calls. For this my stance was to have the Store Team update via the landing page in the store and my team would handle email inquiries as they came in.
I'm working with the Development team so that when release dates are pushed, an automatic notification will go out to anyone who purchased the product letting them know this.

Regards,
-Baker
Posted 2/1/14
And if you complain in the right ways or sometimes maturely present a problem (if you can) you get someone like Bjaker who provides probably the best and most professional response that I have ever seen from a CR representative.

Thank god for vegetables. They keep you healthy.
17513 cr points
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Posted 2/1/14

Bjaker wrote:



I'm sorry.
We're working as hard as we can to get this item out to those who purchased it ASAP.
We're also working on a better way to communicate delays on orders that sell as well as this did.
Right now I have to manually send out delay notifications to clients when there is a delay. When this happens on products that sell 1000+ units that leads to hard judgement calls. For this my stance was to have the Store Team update via the landing page in the store and my team would handle email inquiries as they came in.
I'm working with the Development team so that when release dates are pushed, an automatic notification will go out to anyone who purchased the product letting them know this.

Regards,
-Baker


Thank you for replying so quickly. I can certainly understand the predicament of manually notifying a large quantity of customers. This is some basic functionality, though, and I'm shocked that this isn't something that was already integrated with the store. I hope this feature is made a priority as simply updating the original order page just doesn't cut it for me. It's already fairly difficult just to get back to it in the first place, so expecting your customers to dig through multiple screens to find an obscure update isn't the way to do things.

While I understand that the delays were from the actual manufacturer of the product, it doesn't excuse the lack of updates from CR.

I'll be looking forward to this feature addition. Also, if you could update this thread or find some other way to notify myself and others when this feature has been added into the store I would greatly appreciate it. Until then, I'm going to hold off on further purchases.

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