So I've been posting about my initial experiences with Bloog, and at this point I believe an update is in order. I ordered the Ultimate MaxxFusion kit on Saturday. I didn't see a confirmation email on Monday, so I began to get a little fidgety. Knowing they had a presence on this forum, I logged on to see what was up.
I learned that their confirmation email system is buggy, and more importantly, that they were backordered on the Ultimate kit. At this point, I was a little aggravated because there had been no communication to that effect, and also because the Ultimate kit essentially consists of the Deluxe starter kit and the Ultimate Add-On pack. Since the Deluxe starter kit did not show as "Out of Stock" on the site and the Ultimate did, I reasoned that either the Ultimate Add-On pack was the item that was out of stock, or all the components were in stock, but in separate packages.
I voiced the opinion here, which I stand by, that most companies in this situation would either send the items that were available and the backordered ones in a separate shipment, or in the alternate scenario just send the two seperate components.
I called the main number for Bloog and left a message. I got a call back from Ashley, and I explained the situation - If they had the batts, cartos, etc. all in stock, I'd like to get those ASAP and I could wait on the pass-through and charging case (I was told that those accessories wouldn't be ready to ship until the end of the week/early next week). She was reluctant to do this, despite my offer to pay for the additional shipping charge. The sticking point seemed to be the shipping charges, which I found odd given that I felt my proposal was more than fair.
When Ashley called back to confirm that they would not do this, I expressed my disappointment in their customer service. Shortly thereafter, I received a call from Mike (I believe) who was on vacation but wanted to make sure that things were taken care of. He agreed that there was miscommunication and that they would be happy to split the shipment as requested at no additional charge. I'm glad, because I have high hopes for this product and it would be a shame to have to cancel the order and look elsewhere.
Bottom line is that I'm happy with the way the situation was dealt with ultimately, but it concerns me that it was an issue in the first place. Everyone knows that there are always going to be supply and demand issues, especially for a small but rapidly growing company. But communication goes a long way towards establishing a good reputation - Customer service should be a "push," not a "pull." I sincerely hope they get these kinks worked out quickly.
Thank you Mike, Antoinette, and Ashley for helping me with this. Overall I give you guys a thumbs up so far. I'll update this thread as events warrant.
I learned that their confirmation email system is buggy, and more importantly, that they were backordered on the Ultimate kit. At this point, I was a little aggravated because there had been no communication to that effect, and also because the Ultimate kit essentially consists of the Deluxe starter kit and the Ultimate Add-On pack. Since the Deluxe starter kit did not show as "Out of Stock" on the site and the Ultimate did, I reasoned that either the Ultimate Add-On pack was the item that was out of stock, or all the components were in stock, but in separate packages.
I voiced the opinion here, which I stand by, that most companies in this situation would either send the items that were available and the backordered ones in a separate shipment, or in the alternate scenario just send the two seperate components.
I called the main number for Bloog and left a message. I got a call back from Ashley, and I explained the situation - If they had the batts, cartos, etc. all in stock, I'd like to get those ASAP and I could wait on the pass-through and charging case (I was told that those accessories wouldn't be ready to ship until the end of the week/early next week). She was reluctant to do this, despite my offer to pay for the additional shipping charge. The sticking point seemed to be the shipping charges, which I found odd given that I felt my proposal was more than fair.
When Ashley called back to confirm that they would not do this, I expressed my disappointment in their customer service. Shortly thereafter, I received a call from Mike (I believe) who was on vacation but wanted to make sure that things were taken care of. He agreed that there was miscommunication and that they would be happy to split the shipment as requested at no additional charge. I'm glad, because I have high hopes for this product and it would be a shame to have to cancel the order and look elsewhere.
Bottom line is that I'm happy with the way the situation was dealt with ultimately, but it concerns me that it was an issue in the first place. Everyone knows that there are always going to be supply and demand issues, especially for a small but rapidly growing company. But communication goes a long way towards establishing a good reputation - Customer service should be a "push," not a "pull." I sincerely hope they get these kinks worked out quickly.
Thank you Mike, Antoinette, and Ashley for helping me with this. Overall I give you guys a thumbs up so far. I'll update this thread as events warrant.
