How Communications impact perceived Customer Service
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@mandmshrader ditto here, July 2, FedEx label, no package to assign it too.
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@sammarman said in How Communications impact perceived Customer Service:
@mandmshrader ditto here, July 2, FedEx label, no package to assign it too.
...Don't worry, my parcel was with GLS, do you think it could appear on FedEx tracking? ;-)
BTW, it's still on "shipped" status, and I have had it at home for 4 days now. -
I just followed the instructions to click on announcements, that any request for specific orders would be referred there and the last announcement is from May 1st. Come on I notice some who ordered after me, February 29th 151095 have received their amps. My status is is waiting to ship and FedEx has said label created and anticipated ship date 7/1 for almost two weeks now. I have things shipped businesswise from overseas both Europe and China and it does NOT take two weeks to turn over to the domestic shipper. I have been real patient but this lack of communication is blaring and fulfilling orders after mine was placed and they already have my money getting beyond the pale.
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Hi everybody,
i'm Maurizio from Italy and would like to share with you the delay about the delivery.
i already ordered many other items from USA and a lot of them sent by FEDEX and delivered with no problems.
Someboby can help me?
Thanks for reply
Maurizio -
@mauriziotaloni Ciao, sono italiano anch'io, non so quando hai ordinato il tuo ampli, io avevo fatto l'ordine il 26 febbraio, per sbloccare la situazione ho dovuto piantare un casino sia qui che su Facebook che via customer service. Mi hanno risposto il giorno dopo dandomi il numero di tracking (GLS, non FedEx), che ho scoperto esistere già da giorni... E il giorno dopo il pacco é stato consegnato fisicamente a GLS in Germania e mi é arrivato in 36 ore. Oggi l'ho spacchettato... Funziona, che é già qualcosa. Nei prossimi giorni lo proverò più a fondo.
Comunque i suoni sono belli e l'app sembra funzionare bene. Non ho ancora provato la funzione "Jam" e quella "Chords" non mi sembra perfettissima, almeno sulle progressioni che ho suonato io per provarlo.
In bocca al lupo. :-) -
@michael-0 I have found the lack of communication unforgivable, and then they have printed a fed ex label twice now the first one I thought I was getting it in July 2nd, only to find later it was never picked up, Now there has been a seconcond label saying I will receive it on the 15th, but when I tracked it it still was not in fed ex's hands. it's frustrating infuriating and just wrong, I have owned 3 businesses in my life and if I treated customers like this I never would have been in business long enough to be able to sell them at a profits as I did. Come on Positive Grid, you need to remove the word Positive from your name until you earn it.right now you have only belittled and bastardized it. Get it together guys, I ordered in Early January. I live in Boulder Colorado not timbuktu.
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@drbaroni
Ciao e grazie per la tua risposta.
Ho fatto l'ordine il 2 luglio e, a quanto pare, dovrò fare un pò di casino anche io.........
Ho già mandato 2 mail ma mi sembra di capire che la risposta venga generata automaticamente dal server.
Che dire? Continuerò a pressare
Un saluto e grazie ancora -
@mmjconsult Makes you wonder if they have fired the person responsible for shipping orders placed in April and May before the ones place in February as this had caused a HUGE uproar and cost them future business. And I have read NOTHING in the form of an apology or an offer to make up for it by the company.
But then I was involved in another such fiasco where I per-ordered an item at $250 that when it was finally going to market , after a year and half, the price was going to be $800 and they kept screwing us around all the time saying "We'll be happy to cancel your order". Well we all figured out their business plan was to get our money then dick us around and piss us off so we would cancel and then they could sell our units at the higher price effectively giving them an interest free loan of our money. I waited them out on purpose and then sold the unit for what I paid for it denying them the ability to sell one at the higher price. I was so pissed at the point no way I ever even wanted to look at let alone use the item. I almost did not buy the Spark because of that.
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@mauriziotaloni said in How Communications impact perceived Customer Service:
@drbaroni
Ciao e grazie per la tua risposta.
Ho fatto l'ordine il 2 luglio e, a quanto pare, dovrò fare un pò di casino anche io.........
Ho già mandato 2 mail ma mi sembra di capire che la risposta venga generata automaticamente dal server.
Che dire? Continuerò a pressare
Un saluto e grazie ancoraSe hai fatto l'ordine il 2 luglio, é inutile che "pressi". Io come ti ho scritto avevo fatto l'ordine il 26 FEBBRAIO, e c'é gente che ha ordinato il GENNAIO che ancora non ha ricevuto l'amp. Ho fatto casino quando ho visto che gente che aveva fatto l'ordine a marzo, o a inizio aprile, stava ricevendo l'amp... E quindi non era rispettato l'ordine d'acquisto. Qui ci vuole pazienza, e monitorare le consegne. Se cominci a vedere che quelli che hanno ordinato nel tuo periodo stanno ricevendo le cose e tu no, ALLORA sì fai pressione... :-)
Non credo che possa funzionare fare pressione PRIMA del tempo, almeno a quel che vedo in giro per il forum. :-)
E, sinceramente, non ne vedo nemmeno il motivo, e non sarebbe nemmeno giusto... Si sapeva, che c'era da aspettare. :-) -
@tim-a-brant Same story with me too.
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@andy-0 andy, I have a fedEx account. How were you able to track your shipment without a tracking number?
Mark
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@marke204t If you create an account with your ship to address, you can log in to Fedex and go to "Tracking", then "Manage your delivery" and get a list of items being sent to you by Fedex.
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After an email and getting the canned response and then a response to that asking for details when mine will be shipped I got this email
Hi **,
An order you recently placed on our website has had its status changed.
The status of order #151 is now Shipped
Note: You can visit this page to track the status of your Spark order.Fedex has not updated with a delivery date that usually happens overnight
Suggest if you are still waiting click on the Contact Support button above and start and email chain. The squeaky wheel thingy.
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@marke204t When you log in click the button where you can enter tracking numbers and just below that is a button "advance shipment tracking" and that will take you to a list of previous shipments and any pending shipments for your address
When you click on a shipment it will give you a tab for Travel History and Shipment Facts, Check both.
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FYI that I spoke with Eric Sands from Positive Grid today.
There is a huge amout of internal activity going on right now. They fully recognize the problem and are making significant internal changes as a result.
THE GOOD NEWS is that a large number of orders have been shipped and are in the process of being shipped. There's a big internal effort to catch up on the shipping backlog before the end of the month.
There are definitely still logistics challenges - hand-offs to fedex and other carriers, updating the tracking system, fixing past problems with out-of-order deliveries. However, I'm very happy to report that things are looking up!
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@michael-0 You can see the number of ships coming in to the US for PG using https://www.importgenius.com/suppliers/positive-grid-digital-technology-co
This is delayed and is only a sample shown but it shows the number of units and when the ship docked. -
@reedym Nice! I had no idea that site existed.
So 1176 units per 40 foot container. Also interesting that they are "reefers" (refrigerated containers). I wonder if that is accurate...
40 FOOT INTEGRAL REEFER CONTAINER, MECHANICALLY REFRIGERATED
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20,944 units imported to the US since 16-Jun.
1176 2020.07.13
1176 2020.07.07
3304 2020.07.07
2352 2020.06.27
4704 2020.06.24
1176 2020.06.23
1176 2020.06.18
1176 2020.06.17
2352 2020.06.16
2352 2020.06.16Unpacking those containers, labeling, recording serial numbers, and handing off is going to be a bit of work...
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@stinger0625 Stinger, Thanks for the info.... I was able to see that a Label was created and it shipping info sent to Fed Ex on 07/14. It has an expected arrival date of 07/20.... whether or not that happens is another thing..
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@marke204t Was told Yesterday by Jacob it was in Fedex hands. This just now from Fedex
FedEx: Is there something regarding FedEx services that I can help you with?
You: Shipper says you have received the package as of yesterday
FedEx: It looks like my suggestions haven’t been helpful. Click here to search on our website, or please try rephrasing your question.
You: Have you received the shipment
FedEx: The shipper has prepared your package, however, they have not yet given it to FedEx.Please contact the shipper of your package for more information.