Page 1 of SplashDVD? I hope they drown!

Was I too harsh in this email sent to splash customer services?

I have tried to contact them by email many times over the last 7-10 days with no joy.

"God, HELLO?

Do you have the WORST customer service on the Internet or what?

Does it register with you that you may need to actualy REPLY to a customer query? I have sent you about 12 in the last 7 days and NONE of them have been replied to.

I have paid for items, but YOUR computer has messed things up by not processing the payment, not once but 3 times! LoTR - Two Towers. No doubt that you will try and charge me full price since your voucher offer has ended.

I have been charged for an item that I didnt even order, nor want, only to have it send to an old address of mine and you cant be bothered to reply to that either. Family Guy Season 3. Either refund this money or a chargeback will be arranged through my card issuer.

You have had my money for almost a month on some items, around 12 days on most of the others, yet I dont have the items yet. Young Guns, XBOX Controller. Swamp Thing DVDs.

I have used your £2.00 off code on a number of occasions, and still been charged different prices for things on my invoices and credit card. Swamp Thing, website price £9.99, I have used your voucher and had my card charged £7.99, £8.99 and £9.99 and dont give me that old crap about entering the code incorrectly as I used the cut and paste fuction like always. You just cannot get it right can you?

Your service delivery is amongst the worst I have ever known with DVD companies, and this is someone that has dealt with DVDSOON! Try taking some advice from PLay, Choicesdirect, DVD.co.uk and CD-WOW (they can ship from Hong Kong before you can even confirm payment has been processed)

I doubt that this email will ever be replied to, you havent bothered with any of my other requests. Dont give me any of that old cobblers about not receiving 10+ mails because they were all sent to seireuq[at]moc.dvdhsalps AND selaS[at].moc.dvdhsalps What it basically comes down to is that you have my money so I can go take a running jump before I get my goods.

Try taking a look at www.dvd.reviewer.co.uk and retailer reviews. You will find that you have been named as pretty much the worst DVD retailer outside of Canada and the USA by those that have used you. I never used to believe it, but the last 3 months you have dropped your already poor service to an unacceptable low.

Please forward this to your MD so that he knows how loyal customers feel about you. It is not always about prices, sometimes it is about speed and service, something you are severely lacking in both areas,.

I for one will never purchase from such a crappy company again.

Matt White."

I do hope that I wasnt too harch with them, but they are starting to really p*** me off

Better to die fighting for freedom than to be a prisoner all the days of your life

This item was edited on Friday, 22nd August 2003, 20:35

Matt,

I share your feelings about Splash but they have (eventually) always sent the goods or refunded me. One thing that does annoy them though is multiple e-mails and any sign of aggressiveness, with which they will ignore you completely.

Most buyers now know what you get with Splash and if you are prepared to live with it then fine, otherwise take your business elsewhere. I know it`s not a good business ethos as eventually buyers will desert in droves and companies do fold. I suggest that they have very low stock and low staffing in order to keep prices keen but they may ultimately harm themselves with this.

Royal Mail still need to deliver me 4 items and am awaiting dispatch for 2 more from Splash so I can`t share your frustrations yet as it`s only been 8 days but I might be there in a weeks time! Though as I`m living through an ongoing Deep Discount DVD saga, I`ve found out that there are worse out there.

Pete

Quote:
You will find that you have been named as the worst DVD retailer outside of Canada and the USA.

Er, no, just to correct you, a number of visitors to the forums have expressed their concern (I don`t think you can categorically state that everyone visiting here thinks they`re the worse retailer outside of Canada and the USA) about Splash`s service. It certainly is not a stance that is taken by DVD Reviewer itself

Be careful what you say and who you involve - there is absolutely no evidence to substantiate your claim, and neither should you make inferences that everyone connected to DVD Reviewer, be it visitors, management or moderators agrees with you.

Just have to protect the Reviewer guys` position, as I`m sure you understand :)

Mind you, having said that we do have the disclaimer in the forum rules stating "You also acknowledge that any opinions, advice, statements, services, offers or other information or contents made available on the forums are those of their respective authors who are solely responsible for their content. DVD Reviewer does not guarantee the accuracy, completeness or usefulness of any content and we neither adopt nor endorse nor are we responsible for the accuracy or reliability of any opinion, advice or statement posted. Under no circumstances will we be liable for any loss or damage resulting from anyone`s reliance on information or other material placed on the forums. Each individual assumes full responsibility for the content of anything posted by such individuals and each reader assumes full responsibility to evaluate independently the accuracy, completeness and usefulness of any information or other content." so what do I care ? :p

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Moderator
DVD Reviewer

Webmaster of Area 450 - independent Sampo DVD site

This item was edited on Friday, 22nd August 2003, 20:32

Sorry clayts

Just meant to indicate that the reviews here about them are less than complimentary.

Feel free to edit if you wish

Better to die fighting for freedom than to be a prisoner all the days of your life

Quote:
Feel free to edit if you wish

No need at all, I was just making an observation in my usual clumsy way :)

Fact of the matter is, I`m inclined to agree with you, but that`s purely a personal viewpoint and not one expressed by DVD Reviewer. ;)

Why do I feel like I should add an "allegedly" somewhere, like on Have I Got News For You ?!

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Moderator
DVD Reviewer

Webmaster of Area 450 - independent Sampo DVD site

Clayts, maybe the site should have a league table made up of user compliments/complaints of companies? This way if someone had never used the company before they could simply look at their rating.

Works for me when I`m bidding on ebay! low rating - stay clear or be wary at least.

I agree with every word, but of course that`s my personal opinion and not that of Reviewer Ltd., its staff and agents. Disclaimers, don`t you love `em? Maybe I should include one in my sig :D

J Mark Oates

Quote:
Clayts, maybe the site should have a league table made up of user compliments/complaints of companies? This way if someone had never used the company before they could simply look at their rating.

Works for me when I`m bidding on ebay! low rating - stay clear or be wary at least.

Neal, whilst your idea is very attractive, I would probably (if asked by Reviewer Ltd management, its agents, etc... :D ) recommend that we don`t go down this route.

Fact of the matter is, in my four years of visiting sites like Reviewer, Forums, and even in the running of Area 450, you only ever get to know about companies when things go wrong.

Unfortunately, and it`s a fact of life, we hardly ever give credit when credit`s due for good service (probably human nature - we just expect things to be tickety-boo, and when they don`t we do a Homer Simpson and raise our fists with a "Why I oughtttttaaaa..."). Admittedly, some folks here do praise companies` service, but it`s all too rare.

We`re a nation of moaners us Brits (maybe some more than others), so a "league table" would be statistically insignificant.

As I say, nice idea, butsadly impractical :(

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Moderator
DVD Reviewer

Webmaster of Area 450 - independent Sampo DVD site

Quote:
league table made up of user compliments/complaints


Thats got bad news written all over it :o Lets face it all regular visitors to this site know who`s good and not so good!


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The Shi*house poet needs a good thrashing, Grafitti ISNT cool.... kiddies!

Quote:
Unfortunately, and it`s a fact of life, we hardly ever give credit when credit`s due for good service

I would disagree with that. Every other thread is `CD WOW are great` and `Play Rock`. I must admit you are right regarding everyday life, but the bodz on this site do like to look out for each other and seem to report good and bad experiences.

Its just a shame that out of all the sites out there, only two are worthy of regular praise.......