Quote:
Originally Posted by Booxtor
Guys,
it is very easy to update your address in the database. It helps avoid situations like above. If you just expect your service to read your current address from the (often hand written and unreadable) label from the box - you are wrong. After opening of the box we :
1. look for a copy of invoice to be able to assign the sending to the customer in our database.
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It was not badly written on the box. It was on the same piece of paper with the invoice number. You could not have known who the faulty e-reader was from without looking at this same piece of paper. That is why I put all of the information together. I think informing somebody of a change of address in writing is perfectly normal. I thought you would see the paper with the invoice and update your files.
Quote:
Originally Posted by Booxtor
Even an inserted in the box piece of paper with request to send it to a different address could be overlooked in the workshop.
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Then I apologise, as I did not know this. I assumed you would update your files when you checked the invoice number. There was no way of knowing who the e-reader came from without the piece of paper with both pieces of information.
Quote:
Originally Posted by Booxtor
In case above after customer has noticed, that we sent it to wrong address:
1. the sending should not be collected by relatives of customer from the post office - after his message I sent request for return to DHL and it could be already returned free of cost..
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It was sitting with DHL in Hungary for a couple of weeks because you did not solve the problem before going on holiday. That's why it was collected in the end. You were not answering my messages, so I had it collected as I was worried what would happen to it. It appeared you had abandoned me. Then I realised you were on holiday (there was a small message on the website, but there was not an 'out of office reply'), and so no one was doing the customer interaction side.
Quote:
Originally Posted by Booxtor
2. I did not know what is the price for shipping from Hungary to UK. I offered to compensate it, but he asked for 50 GBP (64 EUR), which is really too much.
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You offered 12 euro. Can you please show me where I can ship an e-reader for 12 euro? I did a quick google search, this is the price I got. It cost me 27 pounds to send it from the UK to Germany with insurance. You probably get an industry rate.
Quote:
Originally Posted by Booxtor
3. I also cannot arrange transfer between Hungary and UK. I can arrange transfers from Germany or returns to Germany only.
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Why?
Quote:
Originally Posted by Booxtor
4. I have sent to the customer DHL return label for his sending (on my costs of course) immediately after his call and I will send it to UK by UPS on my cost too.
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DHL says it's in Germany. Please forward a.s.a.p.
Quote:
Originally Posted by Booxtor
The whole issue caused costs and personal expenses just because missing information about address changes in the contact messages and ignoring of updating address information in users account..
I guess I did everything correctly and there is actually no reason for complains.
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As I told you on the phone: somebody from your company had written the UK address (as well as the Hungarian address) on the box. So somebody was aware of it. I understand it might be confusing for you if somebody moves house and informs you of it in writing (although this has been the way for centuries) and not via email. I can see how it *might* lead to a mistake.
But then, and this is the really important but, what you did wrong was ignore my messages and spend an amazingly long time to solve the problem. I think you know this was wrong.
To say I was "ignoring of updating address information in users account" implies that I knew that of the 3 possible ways to inform you (letter, email, update of account) I chose to “ignore” the information telling me what was the right way. Maybe this is written somewhere on the website. If so I have not seen it.
Quote:
Originally Posted by Booxtor
Sometimes user could also be responsible for situation.
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Booxtor, I don't work in customer service, so I won't tell you how to do your job. But if I'd got an email saying
"Don't worry, it was a misunderstanding. Obviously we did not update our files when you wrote to us, but that's because we usually expect users to update their own addresses in the system. Anyway we'll solve the situation, because after all you spent 300 euro in our store. Your e-reader should be with us shortly."
Then it all would have been great. Instead you answered emails slowly (when you did at all) and I had to call you on the phone and write on the forum until you responded to my problem.
I'm sure you're a nice guy and I'm sure you help people a lot with issues with their e-readers, but I think you have to realise that in this case you have been a little less than professional. It's fine. I don't have a vendetta, and I'm not really angry (although it has impacted on my work), I just want my e-reader fixed and returned to me (which will hopefully happen these coming days)