How Communications impact perceived Customer Service
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@michael-0 I inquired again today and all I get is a canned response that they have already responded to my request for a firm update as to my shipping status. What is new in this email other than they will extend the warranty?
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From my perspective:
- First time the CEO has reached out to the community
- An apology and an explanation of the issues
- Improvements to the tracking systems
- 90% of orders shipped by end-of-July and the remainder by mid-August
- Warranty extended from one year to two years
- A commitment to provide weekly updates
PG is proactively communicating - that's a big step forward, IMO.
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I just rec'd the CEO's email and can agree with and understand everything indicated with 1 exception. There is 1 point that PG has leaned into over nearly the entire time, starting in Dec/Jan or so. That is the 1st bullet he included in the email:
"In November and December of 2019, the early response for Spark far exceeded our expectations. We had to significantly increase our production capability, operation and logistics, and solve resource challenges."
They had specific numbers of amps for each category of pre-order. Those pre-orders had estimated ship dates as early as Dec. (Side note: While they never promised before Christmas, I am sure many people inferred that based on the pre-order listed dates.)
Having greater early response should not have affected those 1st orders as they should have already been anticipated, should have been accounted for in the pre-planning. Anything in excess of those early-bird numbers, sure, those could have been impacted.
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@johndagostino I will forgive and forget and take a 2 year warranty!
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@michael-0
Re: CEO's letter -- this is how you fix your company's reputation. Growing a company is often a painful process. Admitting and learning from your mistakes is the best you can do for your customers. If you'll follow up your words with corresponding actions, I'll congratulate you for a job well done. -
This email from the CEO is definitely an improvement in communications but I actually doubt it really did come from him.
That said, I had an encouraging sign a couple of hours earlier - my order #200xxx moved straight to SHIPPED today with a GLS / ParcelForce tracking number.
I'm in the UK so that's quite a good sign in my book. We'll see how long it REALLY takes though...
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@michael-0 I don't want weekly updates on how many they are shipping or a restatement of what has already been stated. I would like a truthful response to my inquiry about my amp and some action from them to stop sending them to people who ordered after me and send mine on a priority shipment.
I don't think that is too much to ask.
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@nickw Mine 151xxx still not received by Fedex.
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@marke204t they had sent me a label with a tracking number on it my trick worked I got my amp today you wont be disappointed bro hang in there
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@mmjconsult I to got the ceo letter and adding a year more of warranty and apology is a start, they seriously need to communicate or they will not last long and that is a shame because they are onto something, there are some glitches but that is probably me, the amp alone has a hell of a tone and I have enjoyed it a lot
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@mmjconsult After several emails mine was finally delivered to FEDEX and delivery date 7/22. No prioritized shipment for the skipped over delay.
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Website Estimated Shipping for new orders (orders placed today) updated to July/August:
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@michael-0 I see that they have moved the delivery dates for the July 1st crowd to July 23-July 31 or no later than the end of August.
Whatever....
14-1046 skipped over and now lost in the system
A stream of broken promises from canned Emails from phony employees , yes, you... Felix and Bob and even President Calvin.
Not one human being has reached out via email or phone to say we lost your order, sent it to some fellow in Jamaica we believe, and now we cant take one of our others and send it to you...
Hang in there another month or two, lend us your 300 bucks for a lot longer than you wanted to, and when we feel like it, we will send you an outdated amplifier. -
@mike - can you have someone look into the order for chkatz? ^^
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@michael-0 not going to happen.
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@stinger0625 Ouch! I feel for you. That's pretty poor. I would be asking PG what they're planning to give you as compensation for screwed up delivery
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@nickw All I want is the promised delivery, that is all they owe me. I am the fool that gave them my money.
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Another shipment showed up for PG (via US Customs Records Notifications).
4704 units.Here's my running count (starting on 06/16 as I don't have access to any of the earlier data)
Arrival Date Qty
7/16/2020 4704
7/13/2020 3528
7/7/2020 1176
7/7/2020 3454
6/27/2020 2352
6/24/2020 4704
6/23/2020 1176
6/18/2020 1176
6/18/2020 1176
6/16/2020 2352
6/16/2020 2352
Total 28150 -
New update email from PG:
Spark Shipping Update and Order Tracking
Dear Spark Purchaser:
We have made tremendous strides in our effort to get all Spark amps shipped as soon as possible. Over the past two weeks we have shipped 41978 units! As we shared in our last update, we plan to ship most orders (90%) by July 31. Here’s the latest status:
Shipping Updates
US: We added another inventory warehouse in the US that will enable us to work though incoming shipments and get them delivered to you faster. We expect to ship most pre-orders by July 31, with a small portion of Last Chance Special orders shipping by the first week of August.
Europe: Most pre-orders will ship by July 31, and a small portion of Last Chance Special orders will ship by August 15.
Japan: Most pre-orders will ship by the end of July with the remainder shipping by August 15.
Australia: Due to the pandemic, Australia’s logistics have become more challenging, but we’re working very hard to find ways to ship Spark to you. With the latest information we have, we’re confident that earlier orders and most Last Chance Special orders will be shipped by July 31, with the remainder shipping by August 15.
Order Tracking
The Track Order tab has been updated. You can use this tool at positivegrid.com/spark#track-order.- We have added a clear estimated shipping date for each customer’s order.
You can simply click the tracking number on your confirmation to track your order once it’s shipped. - We simplified the information in our order tracking system (removing in-transit and local warehouse) to avoid confusion.
Customer Support Revamp
To provide better customer service, we’re working to revamp our entire customer support process and team.- Soon we will offer 24/7 customer support and all support emails will be replied to within 24 hours.
- We have developed a new process and internal system to provide answers to your questions with clarity of estimated shipping date.
- To help us better organize our tickets, we ask that you correspond with us through our Help Center.
We will share our next shipping update with you next week.
Thank you for your feedback and support.
Sincerely,
The Spark Team at Positive Grid
- We have added a clear estimated shipping date for each customer’s order.
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@michael-0 I would like an explanation as to how it is that many on this forum are reporting receiving their amps after ordering an April and May? CEO Calvin said a few hundred went out of order but that was corrected and they would be going out in order. That was July 14th 10 days ago! And the YouTube video states it earlier than the 14th!! Yet people are receiving their amps that were ordered in May!!!! These had to have been shipped after that statement !!! I feel like you're telling everyone what they would like to hear but continuing to ship out of order! WTH!!! Calvin said you weren't going to play the "shipping label" game anymore yet I still have a meaningless pending tracking number! The latest update says there will "a clear estimated shipping date" BS!!!! there is nothing of the sort! I ordered March 9th, #155580 I've been patient and thoroughly unrewarded!