Resolution - kind of...

[JenJen]

Well I finally received the Titan with a note saying "sorry, have a nice day" from the guy I had dealt with on the phone. But that was it. When I first spoke to him he said he would be throwing in a few atomizers for my trouble and for my paying to send back the mini since it was their error. When I spoke to him the second time, he again told me he would be throwing in the atomizers. Now if it were me, after all this I would have made darn sure I at least threw in the atomizers and maybe something extra to make up for the bad impression...

I was willing to forgive and forget, but basically, not only did I end up waiting several weeks for them to finally send it out, but also ended up paying to ship back their mistake. *shakes her head* Not very good customer service IMO.

 

[pillbox38]

Jen Jen

Im sorry to hear this, please do me a favour.

Call TW USA say i told you to and that i asked them to send you a multi pack of atomisers for this hassle.

I have just been on SKYPE for 4 hours to every member of staff there, nothing malicious or blatantly customer un friendly is happening.

They are buried with work and making errors, its a USA management issue.

I have switched off all Fluids till every order is shipped, every email is answered and every customer is satisfied.

At this point once i get an accurate stock count i will switch back on, im relieving the pressure there in effect.

Or trying too, im 4000 miles away and cannot rectify issues like this as i can in the uk.
So please accept my apology and call for your multi pack.

 

[JenJen]

I understand, and not for a moment did I think it was intended or anything. Errors happen and mistakes are made, as frustrating as that can be at times. It is over and done, and I don't need to call for free attys. I do appreciate the offer though. Obviously customer service is important to you so I am sure that that will rub off on the US office as they get themselves organized. No hard feelings...

 

[titanflyer]

Bravo Jason... for a supplier who pays the bills with sales to stop doing them until their company attains total customer satisfaction is unheard of in any industry... imagine the owner of a car dealership shutting down sales of all new cars till the salespeople got a grip on the current customer base and all issues surrounding what they have already sold...

I am not kissing bums here, really I am not (I am not Jasons favorite person right now)... but this is something that should be congratulated by all of us. I hope it shows all the vendors what should be done if issues arise to ensure a consistent level of customer satisfaction, and how to keep them that way.

 

[JenJen]

I should say that I have had 3 total orders from TW. Only my first order was botched up, the other two were good with fast shipping. My main gripe was that it took so long to get the item replaced after I was told it would be shipped out the first day I called about it which was August 24th, the same day I placed my 2nd order. Orders 2 and 3 came weeks before I finally got the replacement (yesterday).

Overall, it seems that pillbox is committed to getting the US branch organized so that is the important thing.