As you all can tell, there have been some significant complications between myself and customer service. Because of these continual miscommunications, I am going to offer something to ameliorate the situation.
For those of you who were in the Aximsite groupbuy, because we took an additional couple of days to ship you will receive:
30% OFF YOUR GROUP BUY ORDERS. This is double the agreed upon discount, we are doing this in an effort to make sure everyone is happy with how things turned out, bumps and all. \We will post this to your credit card. This of course, is a significant discount and is our efforts to more then compensate you for the delay.
As always, you have your 30 day money back guarantee as well.
30% OFF TO ALL GROUPBUY ORDERS TO COMPENSATE FOR THE SLIGHT DELAY
Despite a minority making most of the complaints, I hope this assuages the situation. I do believe, double the groupbuy discount is indicative of a company that desires great customer service. There were some mistakes and a slight delay and order consolidation of this unusually large group buy did play a large role in this delay.
I hope we can all be more understanding in this matter. Again, I hope that by doubling the discount everyone was supposed to receive, it will suffice to please everyone.
On behalf of BoxWave, thank you for your time and considerations. This was meant as a service to the public. I believe again, except for a small minority, our efforts were appreciated. For those of you who did appreciate our efforts, thank you.
Wow:):):):):):):) I don't know what to say except thanks to Wing (that's his name here right?). I appreciated the offer from the start and due to the time it takes me to get my own product out I have no problem with delays as long as I know what going on. Thanks for your hard work and I unlike others understand that $/*@ happens, that's life and you need to get over yourselves. Can't wait for my 3 items.
Wow! This is indeed customer service. I have to say that I feel this above and beyond the typical service found in most companies. I too have not received my items (part due to my fault failing to place final order) but I was also confused on the full process. I have participated in other group buys before (stereo equipment) and know the process is a bit longer that buying it outright from the website or over the phone. There is indeed a lot of coordination involved and tracking of everyone's order. So I appreciate what Wing has had to manage. I more than appreciate the overall discount and want to thank Wing personally for the inital discount offer and increasing it at the end. Thanks again. All reviews I have read have been extremely positive on all of Boxwave's products. I look forward to using them.
Originally posted by BoxWave 30% OFF TO ALL GROUPBUY ORDERS TO COMPENSATE FOR THE SLIGHT DELAY
Despite a minority making most of the complaints, I hope this assuages the situation. I do believe, double the groupbuy discount is indicative of a company that desires great customer service. There were some mistakes and a slight delay and order consolidation of this unusually large group buy did play a large role in this delay.
I hope we can all be more understanding in this matter. Again, I hope that by doubling the discount everyone was supposed to receive, it will suffice to please everyone.
On behalf of BoxWave, thank you for your time and considerations. This was meant as a service to the public. I believe again, except for a small minority, our efforts were appreciated. For those of you who did appreciate our efforts, thank you.
Wing Lum
BoxWave
Well I was just about to congratulate you on great customer service.
And yes it did exceed expectations.
But another piece of advice..be gracious.
Terms such as "minority making most of the complaints" and "For those of you who did appreciate our efforts, thank you" and "except for a small minority, our efforts were appreciated." weren't needed.
In fact it kinda blew some goodwill out of the water....but then again it's a message targeted to the ones who didn't complain.
And for every person who complains...there are 10 who don't bother but are still upset.
Anyway...my item finally shipped today. This thread is ended for me at least.
Originally posted by dwoolley Well I was just about to congratulate you on great customer service.
And yes it did exceed expectations.
But another piece of advice..be gracious.
Terms such as "minority making most of the complaints" and "For those of you who did appreciate our efforts, thank you" and "except for a small minority, our efforts were appreciated." weren't needed.
In fact it kinda blew some goodwill out of the water....but then again it's a message targeted to the ones who didn't complain.
And for every person who complains...there are 10 who don't bother but are still upset.
Anyway...my item finally shipped today. This thread is ended for me at least.
Boxwave..I just noticed your post in the other forum was a lot less antagonistic regarding the issue...should have stayed with that version...good luck regardess.
Hey dwoolley - just curious...did you cancel your order? Or is the 30% too much to turn down? And by the way...props for the plug in exceeding my expectations...I never have doubted that I would receive my product before I leave. Having worked in purchasing for over 7 years now...this workout is easy!
Later...and peace my friend. We live to fight another day.
__________________
Only the best...that is what I offer.
Take it or leave it...it is your choice.
I know I am one being lumped in the "minority making most of the complaints" category, and I guess that is fair, I was complaining. Complaining about being told two different things. I don't think there is anything wrong with that. Maybe I'm wrong but I think my post bumped Wing and the crew to offer the 30% to all. For that I am thankful. They answered the problem with a solution to make it right. Great job.
BUT, Responding with "Despite a minority making most of the complaints" & "I hope we can all be more understanding in this matter" & "except for a small minority, our efforts were appreciated" & "For those of you who did appreciate our efforts, thank you" takes all your efforts to please the customer and throws it down the drain in my eyes.
This is what should have been done to keep the blame inhouse and not throw it onto the "complaining" customers
30% OFF TO ALL GROUPBUY ORDERS TO COMPENSATE FOR THE SLIGHT DELAY
I do believe, double the groupbuy discount is indicative of a company that desires great customer service. There were some mistakes and a delay and order consolidation of this unusually large group buy.
I trust that by doubling the discount everyone was supposed to receive, it will suffice to please everyone.
On behalf of BoxWave, thank you for your time and considerations. We appreciate your business, thank you.
That is all what needed to be said and I personally would have thought...
Wow, what great customer service.
I hope Wing and the crew can look at this as a learning experience in dealing with the public, and move on. Don't try to battle the situation, admit mistakes, say sorry, try to solve the problem, period. if you handle it that way, NOONE will rightfully have an issue.
Good luck. Seriously!
And just for the record, I am not AT ALL upset, I understood from the beginning. And I appreciate the extra discount, thank YOU!
__________________
~That's a lovely accent you have, New Jersey?~
Thank you for your recent order with BoxWave Corporation.
Our sincerest apologies for the recent situation with the delayed orders associated with the group buy. We understand that many of the Aximsite members have been upset by the delay. It was not our intentions to mislead our customers in regard to shipping times. This was our first group buy effort, and we were surprised by the amount of response we received.
Group buys are very complex in terms of volume and organization. As this was our first group buy attempt, we tried our best to fulfill the needs and satisfaction of our Aximsite customers.
We acknowledge that it is unfair for our BoxWave customers to have had to experience the unexpected delays, as our orders regularly ship within 24-48 hours from when an order is received. This has been our first major shipping delay, and we are committed to not let this happen again.
In good faith, we want to show our sincerity by providing an additional discount of 10% to make your total group buy discount 30%. The group buy discount of 30% off will be automatically processed to your credit card today, June 23, 2004. The credit will be available for you to view in 3-14 business days, the time depending on your credit card company.
Again, we apologize for the inconvenience and the trouble we may have caused you. We appreciate your patience in bringing your complaints to us so that we may work this out for you.
Please let me know if you have any other questions or concerns.
Best Regards,
THAT WAS PERFECT! NUFF SAID!
__________________
~That's a lovely accent you have, New Jersey?~
I know I am one being lumped in the "minority making most of the complaints" category, and I guess that is fair, I was complaining. Complaining about being told two different things. I don't think there is anything wrong with that. Maybe I'm wrong but I think my post bumped Wing and the crew to offer the 30% to all. For that I am thankful. They answered the problem with a solution to make it right. Great job.
BUT, Responding with "Despite a minority making most of the complaints" & "I hope we can all be more understanding in this matter" & "except for a small minority, our efforts were appreciated" & "For those of you who did appreciate our efforts, thank you" takes all your efforts to please the customer and throws it down the drain in my eyes.
This is what should have been done to keep the blame inhouse and not throw it onto the "complaining" customers
30% OFF TO ALL GROUPBUY ORDERS TO COMPENSATE FOR THE SLIGHT DELAY
I do believe, double the groupbuy discount is indicative of a company that desires great customer service. There were some mistakes and a delay and order consolidation of this unusually large group buy.
I trust that by doubling the discount everyone was supposed to receive, it will suffice to please everyone.
On behalf of BoxWave, thank you for your time and considerations. We appreciate your business, thank you.
That is all what needed to be said and I personally would have thought...
Wow, what great customer service.
I hope Wing and the crew can look at this as a learning experience in dealing with the public, and move on. Don't try to battle the situation, admit mistakes, say sorry, try to solve the problem, period. if you handle it that way, NOONE will rightfully have an issue.
Good luck. Seriously!
And just for the record, I am not AT ALL upset, I understood from the beginning. And I appreciate the extra discount, thank YOU!
My thoughts exactly...
And as for any Aximsite members "complaining about the complainers"....I assume the additional 10% discount will be returned to Boxwave, given to Aximsite or a charitable donation made...
Shouldn't be criticizing and then receiving a benefit....
Originally posted by TwoShipps Hey dwoolley - just curious...did you cancel your order? Or is the 30% too much to turn down? And by the way...props for the plug in exceeding my expectations...I never have doubted that I would receive my product before I leave. Having worked in purchasing for over 7 years now...this workout is easy!
Later...and peace my friend. We live to fight another day.
I waited for an update Monday, then told it was Tuesday and was just about to cancel Wednesday when I noticed the status changed to "scheduled" from "pending". Not sure what that actually means but I'll give Boxwave the benefit of the doubt.
I then came here to see the 30% goodwill offer (done with a little bitterness in one posting). My order wasnt big at all...so I'll save a buck and a bit...
All I ever wanted was a piece of plastic put in an envelope and mailed to me :-(
And I'm not sure aout the fight comment..I don't take things personally :-)
Follow Us
RSS Feed
Follow on Twitter
Facebook
YouTube
Uber Member
