Page 1 of DVDSOON Customer Service IS RUBBISH!

Hi Guys,

As a long-term Platinum member at DVDSoon .com I thought they would treat me with a bit more respect and offer me a reasonable to high level of Customer Service - but how wrong I was.

My experiences of DVDSOON.COM have on the whole been reasonably good over the last 2 years but recently; I judge a company on how they react to complaints and problems DVDSOON.COM just don`t take these seriously. Somehow I managed to get hold of their Call Logging for me and this is a snippet of what they had to say about me after I lodged a complaint about yet another delay on an order -

"esSpoke with client. he refuses to speak with customer service as they are unhelful and not willing to give information. Client only wants to wine about being a platinum member and he needs to get perfect service. Client seems to have a fetish for 48 - 72 hours and compesation".

Yep I do want a perfect service and when things go wrong I expect to be compensated in some way for the disappoint and loss of my time. I do not have a fetish about 48-72 hrs, but if DVDSOON say that an order has this status then it should stick to it and it should be IN STOCK reasy to ship within this time scale. Am i being unreasonable?

DVDSOONS policy now appears to be - Advertise a New Release at a very low price, take as many up front orders as possible (holding on to your cash) then making you wait and wait and wait, till you get fed up and cancel. My latest order had a status of IN STOCK (If you are to stand any chance of getting an order I would recommend waiting for this Status first) although Pre Orders usually ship on time if you are lucky, otherwise their line is "you need to allow up to 2-4 weeks after the release date on some titles! Anyway I ordered two titles that had a status of IN STOCK. They went form there to ON HAND, then IN Packaging, then back to ON ORDER after about a week. There explanation was that they had a systems error, last time it was the item must have arrived in stock damaged. You just can`t get a clear explanation from them or apology or any sense of urgency when you complain - only if you threaten to list your complaint on a forum like this, then they offer you a $10 Coupon and say go away and class you as a "Winer".

I am still confused by there Stock Status` . Some New Releases and Old DO NOT have any Stock Status at all. You contact them and you get a standard Copy and Paste response. They just can`t give you any detail on when an item on order will be available to ship. You just have to wait and keep your fingers and toes crossed.

It is all a lottery with DVDSOON.COM, you place your order and you have to be prepared for the worst and a long wait. But personally i have had enough with emailing them, phoning them in Canada and getting Advisors that have no authority to do anything and managers that refuse to take the time to talk to you and do not bother to return calls. I would rather pay a bit extra and get my order shipped on time. The small savings and all the headache that goes with ordering from DVDSOON.COM just isn`t worth it!

Don`t think you get a better service as a Platinum member, you most definitely DON`T!

If you have a complaint or are unhappy with DVDSOON.COM Service i would suggest emailing the CEO -

draiuGe[at]moc.noosdvd

or a Senior Manager -

tnecnivv[at]moc.noosdvd

*yawn* old news. everybody knows how bad their service is - why are you so surprised?

good point. but just wanted to share my experience with any potentional DVDSOON buyers out there.

I purchased a DVD and it was quoted as "in stock" got it about 2 months later after "in stock" turned into "order pending" I left them to it because they do deliver in the end,and it`s a Christmas present plus the price was right. :) :)

This item was edited on Friday, 24th June 2005, 10:21

Quote:
...Somehow I managed to get hold of their Call Logging for me and this is a snippet of what they had to say about me after I lodged a complaint about yet another delay on an order -

"esSpoke with client. he refuses to speak with customer service as they are unhelful and not willing to give information. Client only wants to wine about being a platinum member and he needs to get perfect service. Client seems to have a fetish for 48 - 72 hours and compesation

Don`t mean to be rude, but how on earth did you get hold of that information? Wouldn`t that be private and secure personal files on DVDSOON`s computer? Or have I missed something?

I`ve never used them myself, but a mate of mine at work swears by them. Personally, I just stick to yer Play.com`s and yer cdwow`s.

You pay your money and take your choice. Cheap and nasty or more expensive and good.I use DVDSOON a lot and they are slow and unhelpfull. However they do replace lost items without complaint. If I want things quickly I use play.com :/

I just logged on to my account one day and it was there - so i had a nosey. If you don`t mind POOR Service and taking a chance on a LONG WAIT! then DVDSOON.COM is yours. But remember that their CS is charged at international Rates.

Quote:
I just logged on to my account one day and it was there - so i had a nosey.

Holy crap! That`s professional then!

Thanks for the heads up. I`ll make damn sure I don`t use them. Hope you get it sorted anyway mate.

Yeah, they are cheap but theres not much else you can say about them. I ordered some DVD`s from them a week ago and my account showed "order pending" almost immediately. A look around though showed the DVD was "on order from suppliers". I don`t think their order status means anything at all. And I`m still waiting....


All rights reserved. All wrongs reversed.

This item was edited on Saturday, 25th June 2005, 11:13

I ordered 2 UMD (PSP) Movies, waited 4 weeks on one and 6 weeks on another, and they were still "on order", so i cancelled them and ordered other stuff, only been waiting a few days so far, hope its not another 6week wait