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Dear,
thanks for your mail and the information.
We have talked to our colleagues about this situation.
They informed us that we would like to offer you a discount of 30.00 EUR if you would agree to keep the ‘PRS ACC-4005 Stop Tail’ in the received condition.
Please let us know if you agree with this solution – otherwise we’ll arrange the return of the article back to us to have it replaced for you.
Kind regards
-------- My response
Hi ,
"Take these three items, some WD-40, a vise grip, and a roll of duct tape. Any man worth his salt can fix almost any problem with this stuff alone." - Walt Kowalski
"Only two things are infinite - the universe, and human stupidity. And I'm not sure about the universe." - Albert Einstein
Someone there is not very switched on...
Dear ,
thanks for your mail and the confirmation.
It would be much appreciated if you would be able to forward the e-mail conversation with PRS on to us please.
We are sorry to hear there was a problem with your purchase. We will arrange the return of the ‘PRS ACC-4005 Stop Tail’to have it replaced.
---------
The rest of the email details the returns process.
I have forwarded the emails with PRS Europe to the shop as per their request. The item will be on the way to the shop on Monday.
I will keep updating this thread/customer service blog with further developments as they happen, and will name the shop at the end with the intention of it being an accurate blog of my personal experiences with this incident.
I believe I'm acting in a fair way by doing this, rather than naming and shaming the shop for sending me the bridge right away in post 1. I do believe that mistakes can happen but I do think how people deal with them is important.
By copy pasting the emails (removing personal names, and shop name for now) and photographs I'm hoping to allow people to make up their own mind about how the entire incident has been handled, before the shop is named. Then you can make up your own mind as to whether or not my experience affects your decision to use this shop.
I hope it is clear that I am not bashing companies here - I don't believe it to be a useful practice and especially not when the incident has not yet been fully resolved. But I do feel I have a right to detail my experiences as a customer here.
For example a new member of staff or a disgruntled member of staff.
I'd like to think that if made aware of the situation the management would take steps to ensure this never happens again.
If so then damaging their reputation by naming them on here might not be appropriate.
Obviously it's up to you what you decide to publish.
Hope you get it resolved quickly anyway. Good luck!
Did you buy the item on a credit card? You need to ensure that you don't end up with no replacement and a credit card charge. Might be an idea to contact the credit card company and tell them what's gone on as they are a party to the contract.
They've had a chance to act nicely and they've blown it.
Furthermore the email suggests other people have been involved in the decision, unless this is a language barrier issue, but I doubt it is.
"We have talked to our colleagues about this situation.They informed us that we would like to offer you a discount of 30.00 EUR..."
If it's a small co. then the management could already involved.
No question though you've received substandard customer service.
Dear ,
thanks for your mail and the information.
We had this situation double checked with our colleagues from the responsible department for you.
We would actually prefer to take care of sending you the replacement ourselves. In order to speed the procedure up for you, we can offer you to dispatch the replacement to you beforehand – without waiting for the faulty one to arrive back here.
Please let us know if you agree with this solution and, if yes, please confirm your correct delivery address in order to avoid any misunderstandings.
Kind regards
-------- My response
Hi ,
Yes this works for me.
Please send to :
I will be sending you the faulty one today once I get to the post office.
Thanks,
------- Their reply
Dear ,
thanks for your mail and the confirmation.
We will dispatch the replacement to you as soon as possible.
Kind regards