How Communications impact perceived Customer Service
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@prismaddict said in [How Communications impact perceived Customer Service]
@michael-0 I feel like you're telling everyone what they would like to hear but continuing to ship out of order! ...(/post/17690):
Just so we're clear, I am at the very back of the line with my order (mid-August ETA). If you're upset with me, then you're addressing to the wrong person...
If you read this thread from the beginning you'll see that I have made several requests to Positive Grid to directly address the out-of-order situation. IMO PG needs to clearly state that "orders up to this date/order ID have been shipped" (left the 3PL on the way to the customer) and provide a procedure to quickly address those who have been lost in the shuffle.
Tagging @mike to see if he can get an official response from PG.
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I'm disappointed that PG has stopped sending out updates on Spark Shipping. Has this issue dropped on the list? There are still folks waiting on Amp, Headphone and Bag orders as well as replacement power supplies and RMA units. Requesting a bit of transparency on the process please!
16-July-2020 - A Letter from Our CEO
24-July-2020 - Spark Shipping Update and Order Tracking
30-July-2020 - This Week’s Spark Shipping Update
6-Aug-2020 - Spark Shipping Updates and News"There are things we will—and must—do better. From here on out, I promise to do everything within our power to keep you 100% informed. Here is an update I want to share with you directly."
Calvin Abel
CEO, Positive Grid -
That communication issue is solved. Now when you go to the support page and look for information on when these items will ship, the date of the help message automatically updates to the current date:
Spark Bags & PreSonus Headphones Shipping Update
Updated : Today at 14:07You can check back daily for the same message saying today at a different time.
It used to be the update page but now it's under Support and latest news. Kind of like the fake numbers on the last chance opportunities. Pretty standard smoke and mirrors for PG. :-D -
@cmcwillieb The new Spark pages at PG's website still have those stupid fake numbers to try to entice people to buy at the new special price before the apparent total units available at this price are sold out. Don't they have enough confidence in their product to stop feeling the need to lie about the total number of amps available at that price?
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@dhbailey The shame of it is, if they would just get it together with communication and logistics, (and maybe some honesty and transparency) I would be singing their praises all day long. I've already recommended a couple people to check out the amp and even bought a second one as a gift for my son. I love the amp, I am simply frustrated by the company's business practices.
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Today's "Update" Second verse, same as the first.... LMFAO :-D
Spark Bags & PreSonus Headphones Shipping Update
Updated : Today at 09:35If you purchased a bundle with a Spark bag or PreSonus headphones, please rest assured they are coming soon. You will receive a separate tracking number for these items. Here is more detailed information:
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@cmcwillieb They forgot to add the small print: It will take as long to get your tracking number as it took you to get your tracking number for your amplifier. If you waited 6 months, sorry but you'll wait another 6 months.