Totally Wicked goes underground
- Thread starter KeepItSimple
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First e-cig I ever had came from you, Jason (June last year). Every transaction since then has been perfect (TECC &TW). There were a couple of easily sorted glitches, so I still consider them perfect. Shame on you dirty laundry airers - you think I wanna see your skidmarks?
I despair of the community if we can lose Jason as a commentator, and Steve as a mod, on this forum.
Thanks for all the great work, Jason. We owe you.
Emp
I despair of the community if we can lose Jason as a commentator, and Steve as a mod, on this forum.
Thanks for all the great work, Jason. We owe you.
Emp
umm...so how would you censor this forum?
Do you people actually think that this is the only forum on the net that has people ****ing about a product or supplier?! Get a grip!!!
Dig around any forum that focuses in any product or service...be-it cars, computers, software, or soda pop...every forum has people voicing concerns and unhappiness. This was not a problem for my grand-fathers business 60 years ago...nor my fathers business 35 years ago, since the internet didnt exist any and all complaints were sent via snail-mail directly to a manager.
The internet, and particularly forums, allows a new way for a company to be made aware of what their customers are thinking. As a business (not just TW but any business) you either need to deal with it in a professional manner, or ignore it.
I have not been around ECF alot these last 3 or 4 days and am out of touch as to what prompted Jason's decision to pull his support from ECF. But as a general rule of thumb, anyone who takes the same position of "I'm taking my ball and going home" probably isnt prepared to be in a market of a new technology. For any vendor that may be echoing Jason's thoughts/actions...shame on you! Is your company a knee-jerk reactionary entity? Did you have a "How to handle customer complaints" guide in your business plan? Ever think of appointing someone to handle public relations issues?! I got a good idea that the answer for those 3 questions is a wimpering "NO".
Jason...You and I had a small run-about not long ago. In the end, I felt that you came around to a very professional stance on the situation and showed some excellent customer service traits. I would suggest that you try to find a member of ECF that can represent TW and monitor for negative comments and carry forward those traits that you displayed. Simply have your "PR person" send a PM to the complainer and try to deal with issues in private (just as you and I did). You will ALWAYS...yes ALWAYS...have someone stating rather negative or scathing comments. So be it...let them rant...will you miss their $60.00? No.
This is a good point puff. It's really a dual edged sword and with over 9000 members (and growing)...there is no way everyone is going to be satisfied.
As a rule, SJ has left the individual supplier subforums to their own moderation. And it seems the suppliers were in agreement with that. That means that they pick and choose what stays and what goes. We don't intervene unless they ask us to (which I've never seen), or maybe they're not around and aware of what's going on (which I've never seen), or someone there is harming the forum as a whole and needs to be stopped.
I remember when a supplier deleted a bashing thread from his forum and several members were up in arms about it. Their point was "members should be able to make complaints about suppliers prices, service and goods so that other members will be aware of the "truth". This of course opened its own can of worms.
So what's the alternative? Disallow members complaints? Moderate them? Allow them? Which is it?
Someone said if a supplier doesn't advertise here, then most complaints will go through their business website as those who aren't members here. But that's only true to an extent. People come on and complain about companies we've never even heard of....they will still be complaining (but perhaps not to the extent they do now).
So there's really no easy answer. A lot of the suppliers are getting complained about here....with over 9000 members there is no easy answer unless we ban any and all such complaints....or moderate every one of them. So what do we do?
Lu
Why don't you just sell it on Amazon like Johnson Creek and Njoy does? You just mail Amazon the product, they take a nice big cut, and they ship it out for you (Fulfillment by Amazon program). Or you can ship it out yourself and let Amazon take a smaller chunk for processing. It's my experience that this is how most people learn about new products. All the Ebay people, all the people in their little corners of the internet all seem to sell there now. It's really nice. Amazon deald with customer conflicts if you utilize the FDA program, and if you don't, they handle all the charge backs and address issues and stupidity before the order gets to you.
You can also now take Amazon payments on your site. There's no charge for it at the moment (unlike Pay pal).
Now I want a free bottle of heavy strength liquid lol~!
I guess that would be an SJ decision as to how it should be handled. If you want my .02 worth, have the mods PM the complainer and ask them to contact the vendor directly and in privacy. I know that its an unreasonable idea since it would take an army of mods on both sides of the pond to look after it. This forum was designed to bring forward our PVs into the public eye...information, ideas, suppliers...it's gotten way too big (hence SJ looking for 5 more mods).
Sorry for derailing this OP...Maybe we should start a "How to deal with complaints" thread
Just in case anyone hasnt read them yet (oh yeah...I know you all read them) here are the forum rules as taken from the FORUM RULES link at the bottom of every page:
My 02 cents.. again, for what it's worth.. I can honestly say that I have never had any issues with TW, or for that matter ANY vendor I have ordered from. I've ordered from the big boys and the one man shows.. everyone has gotten me the goods i've asked for, or have gone out of their way to fix it.
Also, as I have said before, a large number of vendors are a one man show, with tons of cash sitting somewhere between here and China. They have large bottles of tums, pray their stuff makes it in, spend hours updating websites, and sell out of everything in a matter of days.. Apparently they are doing SOMETHING right or their stock would not move this fast.
Odd thing is I have seen MANY post that list most of the China wholesalers, and most of them have no minimum orders, any one of you could of cut the middle man out, some of you have.. MOST of you still buy from the local vendors.. Why? convenience? Yep, let the vendor deal with all the issues, FDA, customs, returns, stress, etc, etc, buy god forbid, if something goes wrong, your here posting how bad they are..
Oh well, as I have been for the last few weeks, back off to lurking, as most topics here are of no interest..
Also, as I have said before, a large number of vendors are a one man show, with tons of cash sitting somewhere between here and China. They have large bottles of tums, pray their stuff makes it in, spend hours updating websites, and sell out of everything in a matter of days.. Apparently they are doing SOMETHING right or their stock would not move this fast.
Odd thing is I have seen MANY post that list most of the China wholesalers, and most of them have no minimum orders, any one of you could of cut the middle man out, some of you have.. MOST of you still buy from the local vendors.. Why? convenience? Yep, let the vendor deal with all the issues, FDA, customs, returns, stress, etc, etc, buy god forbid, if something goes wrong, your here posting how bad they are..
Oh well, as I have been for the last few weeks, back off to lurking, as most topics here are of no interest..
Kate posted this too the other day but I'll be a son of a gun if I can see the link you are talking about
Am I just blind or what?
Lu
Kate posted this too the other day but I'll be a son of a gun if I can see the link you are talking about
Am I just blind or what?
Lu
I'm not sure if your being smarmy or actually dont see the link
Let me give you a hint:
It should be in the box called POSTING RULES
Hahaha! No not being smarmy....just blind
I was looking on the other side where it said contact us, etc. Duh! I see it now....lol
Thanks puff.
Lu
I was looking on the other side where it said contact us, etc. Duh! I see it now....lol
Thanks puff.
Lu
Good Gawd! You make your liquid in someone's kitchen sink??? 8-o
I have to disagree a little with your statement. I have ran a online business for the past five years and have never had to deal with the things these suppliers have to deal with. I ship large freighted items all across the US and Canada. In 5 years I have only had 3 serious complaints!
We are talking about people ordering juice and on the 4th day asking for a refund because their product didn't arrive. Completely ridiculous! I have never had to deal with that. My average order is probably in the neighborhood of $1500-$2000 each, and I rarely have to "babysit" someone while they wait on an order.
I absolutely do not blame any of these suppliers for standing up for themselves. I have and would do the same in my business. What's up with the whole "tuff guy" comment. Jason is just stating his peace. They should not allow anyone to bully over them here. Like I once told a customer "this ain't Burger King - you don't always get it the way you want it", but never the less it will get there.
edit: One other thing I have been noticing lately is customers posting about how bad a company's customer service, shipping, ect. is. Then come back three days later and say "oh I got my stuff". Honestly at that point the damage has been done. Your post title has told the story, and some people will never see your I got it comment. Please people, think before you post! If you think you should have gotten your purchase today and didn't, give it two more days before posting anything. Always try contacting the supplier through their website and via pm. Once all options have been exhausted then maybe you would have no other choice than to post here.
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It's a forum and you can't stop people voicing their complaints, in fact we do need to know if people have any complaints about a company or product......but what seems completely daft to me is for the suppliers to be 'answering' the complaints on a public forum and then end up debating a complaint with hundreds of people. .....The suppliers should just be 'reading' what complaints are being made but not answering them at all on here.
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A lot of times the whiners line up for a pile on..to be honest, it's really annoying to watch. The expectations of some consumers are ridiculous. If you have an issue, resolve it privately unless it is an extreme case.
Wrong shipments, shipments that are a few days late, etc should all be dealt with privately.
Wrong shipments, shipments that are a few days late, etc should all be dealt with privately.
I think we do need and want to hear if people are getting late shipments or faulty goods etc. so that we get to find out if it's happening to lots of people or just one or two....it helps us make a purchasing decision ...but I can't see the sense in a supplier debating each individual problem in public.
I'm just simply amazed that those customers with legit problems are bashed about on this forum by both the groupies and at times the supplier. I'm talking about legit problems here as I see it. Not the fluff I didn't get my order yesterday issues.
They're blamed for disrupting the I love everything about this supplier and don't mess with my supplier groupies.
Then the oh they're a "newbie" - they don't know anything but how to whine. They attempt to obscure the fact that the customer does have a legit problem and obviously is stressing about it.
Because they have a kazillion posts, or is the owner of a company, they think they have the right to call the customer who posts a problem an idiot, stupid, a&&, liar, etc. I've seen customers who post a problem poked fun of, ridiculed, and derided.
Once in a while you'll see someone post a response trying to help the customer because by that time the initial issue is obscured by the bashing by "those in the know", but that's pretty rare. That's what I see.
BTW: No, Jason, I didn't join this forum as you claim to bash Totally Wicked. You did that yourself when you ridiculed, derided, and insulted several customers who posted problems and condoned the actions of your groupies, as well as your employess, when they also posted derisive posts.
I joined this forum on the advice of an associate who also adviced me to check out Totally Wicked. I am a customer advocate lawyer. Need I say more?
They're blamed for disrupting the I love everything about this supplier and don't mess with my supplier groupies.
Then the oh they're a "newbie" - they don't know anything but how to whine. They attempt to obscure the fact that the customer does have a legit problem and obviously is stressing about it.
Because they have a kazillion posts, or is the owner of a company, they think they have the right to call the customer who posts a problem an idiot, stupid, a&&, liar, etc. I've seen customers who post a problem poked fun of, ridiculed, and derided.
Once in a while you'll see someone post a response trying to help the customer because by that time the initial issue is obscured by the bashing by "those in the know", but that's pretty rare. That's what I see.
BTW: No, Jason, I didn't join this forum as you claim to bash Totally Wicked. You did that yourself when you ridiculed, derided, and insulted several customers who posted problems and condoned the actions of your groupies, as well as your employess, when they also posted derisive posts.
I joined this forum on the advice of an associate who also adviced me to check out Totally Wicked. I am a customer advocate lawyer. Need I say more?
KeepItSimple, you've obviously got an issue with Totally Wicked by the amount of posts you have trying to trash the guy. You're not even a customer so give it a rest. It's getting tiresome.
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