How long is to long

[Vchick]

Hey,
Just wanted to ask how long is to long to give a supplier time to resolve an issue with a product?

It appears to be a very small time supplier. I sent a e-mail to their customer service addy last nite, didn't receive anything but a rather matter of fact response today saying something wasn't right, ya think?

I've tried to call them several times, getting vm, then I received another e-mail response asking for my phone # and invoice # -- which from what I can see from the generated invoice they should have been able to do a search and locate all of this.

It was a small order (I'm big on principals and customer service) so I don't want to pounce on them just yet, but am considering contacting the credit card company to dispute the charges, opinions anyone?? TIA!!!

 

[TWolf]

You're probably right about it being a small operation. Many are in this fledgling industry. Actually I'd advise taking a deep breath and giving them a little time. When you think about it, you sent them an email last night and they've already sent you two today. That's really not too bad considering. I've heard of some on here not getting a reply for days... weeks even.

 

[KayleePup]

I would think 2 to 5 days depending on the issue. Make sure you document your communications or attempts at communication. Then email them and let them know you will be calling the credit card company to dispute the charges if the issue is not resolved in X amount of time.

Just my opinion.
KayleePup

 

[Vchick]

Yep, I'm planning on adding extra nic to my carto tonite! I'm a pretty rash person,
so I'll be patient, they're wty is 30 days and I've created a trail, so I'll give it a few more days and we'll see! I'll keep ya posted, thanks all!

 

[Bahnzo]

I had a similar problem recently. Was an order for a Riva that didn't get delivered, so it was a costly package.

Once I started my correspondence with them, it took 2 days to get resolved. Like you suspect, most these places are small operations and probably are lucky if they have 1 person to help with customer service part time.

That said, I would give them 2 days to get their act together. If nothing seems to be moving along, I would send a simple email asking they find a resolution to the issue ASAP. Getting a chargeback on your credit card isn't a simple process and can take weeks to resolve, but that option is always there if needed.

 

[zoiDman]

Just so I've got this correct.

You said you had some issue and sent them an e-Mail last night. And today your thinking of calling your credit card company to dispute the charges?

Seems like kinda a hasty move to me.

What Exactly is the problem you had with the product and what Exactly did you ask them to do about it?

 

[Vchick]

Just so I've got this correct.

You said you had some issue and sent them an e-Mail last night. And today your thinking of calling your credit card company to dispute the charges?

Seems like kinda a hasty move to me.

What Exactly is the problem you had with the product and what Exactly did you ask them to do about it?

I am asking what to expect from these suppliers? I elected to spend money with them & based on the information on their website whereas they indicated personalized service and attention. They indicate also to contact them to arrange replacement or return/

I have explained in simple detail to them the issue both in e-mails and by phone messages, what do we need to do to get resolved in a timely manner? I have only received an acknowledgement of my query and not one mention from them stating they'd like to get this taken care of, or here/what is what we need to do to achieve that.

 

[zoiDman]

I'm slowly putting this together...

You were the one who PM-ed me about a return you were working on. Gotcha. Sometimes the bubbles in my jar don't move to fast.

Never mind post #6

 

[Vchick]

Sorry Zoid if I sounded like a lunatic here, sometimes I don't connect the dots so fast either,

 

[zoiDman]

Sorry Zoid if I sounded like a lunatic here, sometimes I don't connect the dots so fast either,

LOL... Not at all.

I should have realized what was going on. Just had to many PM's and e-Mails and Posts to answer lately.

I'm sure everything is gonna work out for you with the e-Cig issue you had.

 

[Trebor]

I ordered an item (only $11) from a well respected vendor on the 18th of July...received it on July 21......a fast shipper huh? It did not work and I opened a ticket on that day and 5 days later I received an email from them that had a suggestion that might fix it. It didn't so I sent a reply to my ticket and that was 10 days ago.....but no response. I will wait until 4 Aug before I start...but they have no email or phone and the ticket is the only way to contact them. But 3 weeks is my limit on resolution...although I''ve never had a problem before.....that I recall.

Good Luck