Regarding our CS issues

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leaford

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May 1, 2008
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Here's who you could call:

I am going to suggest a Bloog calling campaign to get the attention of Bloog’s owners, so hopefully they will begin to address the many issues we have been discussing on this sub-forum. I'm not sure how aware the owners are of these issues, because they aren’t active on this sub-forum, which is a problem in itself.
Mike Coughlin is the most active owner/partner of Bloog. As you can see in the post quoted above, nycsublimegirl provided Mike’s cell phone number – 732-492-1122.
I hope you will join me in calling Mike to express your concerns. It’s like calling your congressperson or senator about an issue you feel strongly about. I’m calling because I want Bloog to be successful, and I also want the company to do justice to, and live up to, the quality products Leaford is producing. It is a shame to see a business with such good products being managed, and treating customers, in such an abysmal way.
Below is the list of things I want to discuss with Mike. You may not agree with all the items, so only discuss with him the areas that are of concern to you. Also, feel free to add to the list, as I know I haven't included all the issues, and I would appreciate being reminded of the other concerns I could discuss with Mike.
1) How they are currently handling it when people order out-of-stock items is really NOT working. They either need to find a way to not allow out-of-stock items to be ordered, or they need to have someone from CS call the very next business day after the order is placed to inform the customer of the out-of stock situation, and to ask the customer what they want Bloog to do about the rest of the order.
2) They need to send order confirmations the very next business day after an order is placed.
3) Shipping should occur within a clearly defined period of time after an order is placed, and shipping confirmation e-mails should be sent the same day order is shipped.
4) The new website must have these features: The system needs to send an automatic order confirmation e-mail instantaneously. And the system should not allow out-of-stock items to be ordered (this will also cut down on the work the CS staff has to do).
5) Why is it taking so long to get the new website up and running? What can they do to speed it up.? If they are trying to do it on the cheap, don't. Do what needs to be done to get the new site completed and operational within the next 2 weeks.
6) Bloog must have someone live to answer the CS phone lines during business hours, and enough CS staff to answer all calls and e-mails within 24 hours of receipt.
7) Get more staff on the sub-forum. There really needs to be a consistent owner presence on the sub-forum. Red and Leaford cannot do it all.
8) Get current errors corrected on website ASAP (green battery picture needs to replace current blue batt picture; pass-thru battery needs to be added to the site as a separate item. (there are probably other things I haven’t noticed.)
9) Kit prices needs to be adjusted so that kit prices are lower than if you purchase the individual items separately. And this needs to be done without raising the current prices of the individual items.
Well, that's my suggestion. I hope many of you will join me, and call Mike to discuss the issues you are most concerned about. Thank you.

Hey everyone, good news! I just talked to Mike about all of these issues, and he wanted me to pass on his thoughts.
First off, of course, he wants to apologize to everyone, and wants me to reaffirm our commitment to not only have the best product, but to provide the best service as well. Obviously he is alll too aware that we are failing in the second commitment at present, but we promise to fix that.

Secondly, he did and still does intend to start posting here, as will Chris. But right now they are still absolutely totally consumed by the day to day business, which right now mostly means handling all the CS problems noted above. A LOT of it simply rises from our stock situation. An out of stock order actually takes MORE time to deal with than one we can ship, because of trying to call or e-mail to notify the customer, doing extra order processing if the customer wants to change their order, answering the complaints from the customers we didn't contact in time, etc etc. So they just haven't had the time to come here and post. Yet.

But all of that IS getting better. We are getting more and more stock in, and should be fully restocked by next week. That alone will ease our daily CS workload considerably, as well of course as preventing new CS problems due to low stock. What's more, although Red has already been of a TREMENDOUS help right from his first day, he is still getting trained, so his contribution will only help more and more as we go on.

The whole NJ staff will be having a sit down today, including Red, to go over these problems and see what we can do immediatly to start turning it around. ANd as preperation, I've already sent links to everyone for this thread, and Slim's post in particular, to help them prepare for the meeting. And I'll also forward any other threads or specific posts you want me to.

We also discussed the website, and Mike agrees that we need to move up the timetable on that, and that will also be part of the meeting.

Now, Slim, I also talked to him about your suggested telephone campaign. He welcomes it. He encourages any and all of you to call him directly on his cell phone (732-492-1122) to dicuss any or all of these issues, or any other that are important to you. He wants to talk to you directly since he still can't come here, to assure you all as concretely as possible that we are absolutely 100% committed to fixing all of our mistakes, and that we will do whatever it takes to make it up to you all.

And, towards that end, he also gave me permission to announce that we are going to have a 20% off Customer Appreciation sale as soon as we are fully restocked and have cleared our back orders. Which we expect to be by the middle of April. We will announce the sale by e-mail blast, so be sure to check your user account (or sign up for one) to make sure you are subscribed to our mailing list. ONLY customer account holders will receive the Customer Appreciation coupon code, so don't forget to make sure you are on our list.

https://bloogplanet.com/customer/in...ps://bloogplanet.com/customer/home/index.asp?

Guys, I know the only really acceptable answer for you will be when we can finally announce, "There! It's all fixed!" And that's as it should be. But that day really is coming; we have a time table, we have a plan, the new website will get there, maybe even in time for the sale (but sorry, I still can't promise that though), and hopefully today's meeting will produce some more immediate results as well.

Please stick with us just a little bit longer. We won't be able to do it without you. We can't do ANYTHING without you.
 

slim66

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Dec 16, 2010
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Hey everyone, good news! I just talked to Mike about all of these issues, and he wanted me to pass on his thoughts.

Guys, I know the only really acceptable answer for you will be when we can finally announce, "There! It's all fixed!" And that's as it should be. But that day really is coming; we have a time table, we have a plan, the new website will get there, maybe even in time for the sale (but sorry, I still can't promise that though), and hopefully today's meeting will produce some more immediate results as well.

Please stick with us just a little bit longer. We won't be able to do it without you. We can't do ANYTHING without you.

Leaford, you have made me very happy! :banana: See, I'm doing my happy dance!

I cannot tell you how much I appreciate you following-up with Mike about "the list", and for your lengthy post explaining all that is happening with the company at this point. I don't expect results tomorrow, I mainly wanted to know the owners were truly aware of the problems, and more communication about their commitment to resolving them.

I am rooting for Bloog, and hope to be a long-term customer, mainly because you are producing wonderful, quality products. Thank you for reassuring us that Bloog is committed to it's customers, and to making things better. I was also very happy to see Mike's post today. Thank you again for all your efforts on our behalf. :thumbs:
 

starsong

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And thanks Slim, for giving them that extra nudge.

Leaford, you have made me very happy! :banana: See, I'm doing my happy dance!

I cannot tell you how much I appreciate you following-up with Mike about "the list", and for your lengthy post explaining all that is happening with the company at this point. I don't expect results tomorrow, I mainly wanted to know the owners were truly aware of the problems, and more communication about their commitment to resolving them.

I am rooting for Bloog, and hope to be a long-term customer, mainly because you are producing wonderful, quality products. Thank you for reassuring us that Bloog is committed to it's customers, and to making things better. I was also very happy to see Mike's post today. Thank you again for all your efforts on our behalf. :thumbs:
 

beachpuff

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Jan 21, 2011
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I am rooting for Bloog, and hope to be a long-term customer, mainly because you are producing wonderful, quality products. Thank you for reassuring us that Bloog is committed to it's customers, and to making things better. I was also very happy to see Mike's post today. Thank you again for all your efforts on our behalf. :thumbs:

Thanks Slim - looks like your list really hit home :)
 

slim66

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Dec 16, 2010
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And thanks Slim, for giving them that extra nudge.

Thanks Slim - looks like your list really hit home :)

Thank you starsong and beachpuff. However, nothing would have happened with my list if Leaford hadn't followed-up and made sure Mike was made aware of it.

So kudos to Leaford for doing that, in addition to developing the best dang products a vaper could want. And also to Mike for responding as well as he has, and for encouraging all of us to contact him directly with any concerns. Can't leave out Red either, for helping Mike get set up on the forum, and for being there (and here) day-to-day to take good care of the customers, hand out pom-poms, and to keep everyone on their toes. :)

Thanks Bloog team for reassuring us that you are committed to providing the best products and service for your customers! :thumb:
 

leaford

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May 1, 2008
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Shenzhen, Guangdong, China
Thank you starsong and beachpuff. However, nothing would have happened with my list if Leaford hadn't followed-up and made sure Mike was made aware of it.

So kudos to Leaford for doing that, in addition to developing the best dang products a vaper could want. And also to Mike for responding as well as he has, and for encouraging all of us to contact him directly with any concerns. Can't leave out Red either, for helping Mike get set up on the forum, and for being there (and here) day-to-day to take good care of the customers, hand out pom-poms, and to keep everyone on their toes. :)

Thanks Bloog team for reassuring us that you are committed to providing the best products and service for your customers! :thumb:

"... and thanks to Mark, the best caterer in Hollywood! And Glenn, my hairdresser! *Mwah!* Big kisses, Glenn! And I want to thank...."

Da-da-da-daaaa-daaaaaaaa (Hear that music? They're playing you off...)
 

slim66

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Dec 16, 2010
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"... and thanks to Mark, the best caterer in Hollywood! And Glenn, my hairdresser! *Mwah!* Big kisses, Glenn! And I want to thank...."

Da-da-da-daaaa-daaaaaaaa (Hear that music? They're playing you off...)

Well, that's an interesting response to my post. I'm not sure how I should interpret it; hmmm, is he making fun of me, is he indirectly letting me know he's upset with me, just had too many cold ones today?
 
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