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cholerajojo
- FB Fan -
7 Posts |
 Posted - 09/14/2004 : 18:00:08
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Has anyone else had any problems with DiscLive recently? I ordered a copy of the FujiRock show on mid-August. Their site says those orders were scheduled to ship on 31 August, but I still have not received my order. Furthermore, I emailed the DiscLive folks five days ago about this in an attempt to find out what was going on, and they still have not replied. Has anyone else had these sorts of problems? I was going to order copies of the shows I am going to in October, but I am certainly not going to do that if this is a frequent occurence.
Btw, since this is my first post, let me introduce myself: I am a student at Louisiana State University majoring in religious studies and anthropology. I graduate in May of this year. I was a physics major for two years previous to my current course of study. My interests include visual art (I draw), music (I play cello and guitar), and western mysticism and occultism (with a focus in Enochia). |
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Cult_Of_Frank
= Black Noise Maker =
Canada
11687 Posts |
Posted - 09/14/2004 : 18:41:28
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Welcome aboard... I think they've had some shipping difficulties in the past, but I'd expect it soon. Funny that they've not replied though, I think they're generally pretty good on the customer service even if they have some kinks to work out in their system.
 "Join the Cult of Frank 2.0 / And you'll be enlightened (free for 1.x members)" |
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Erebus
* Dog in the Sand *
USA
1834 Posts |
Posted - 09/14/2004 : 19:33:26
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| No disc, and I sent two emails over five days without reply |
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apl4eris
~ Abstract Brain ~
USA
4800 Posts |
Posted - 09/15/2004 : 06:15:07
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Welcome, cholerajojo.
No Fuji disc here either, but I've not bothered to email them yet. |
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cholerajojo
- FB Fan -
7 Posts |
Posted - 09/15/2004 : 08:40:19
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| Hmm... thanks for letting me know I'm not alone in my experiences with DiscLive so far. It has helped to calm me down a bit, at the very least. |
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Aurora-borealis
- FB Fan -
Denmark
131 Posts |
Posted - 09/15/2004 : 12:03:18
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I have not received mine yet either... When they say "Ship" do they actually mean that the discs will transported by ship all the way from whereever they're from to whereever they're going?
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cholerajojo
- FB Fan -
7 Posts |
Posted - 09/15/2004 : 14:25:00
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New email in my inbox from DiscLive:
"You recently contacted DiscLive Support regarding 'Have not yet received order'. We have just responded with the following message:
Dear Customers:
Over the last several weeks, DiscLive has experienced major growing pains, personnel changes and technology upgrades. Having to manage one of these issues is quite a challenge, but all three at once has significantly impacted operations. This transition has taken longer to resolve than we expected and as a result, our customer service, fulfillment and shipping departments were all affected.
In addition, there were several shows recorded in July and August (Pixies Japan, Soulive, Devo, Kenny Loggins and Lowest of the Low) that did take longer to process. That's because we were not able to duplicate CDs on-site at some of these concerts but rather had to make copies after the show, ship them to our fulfillment house and then on to you.
We realize these issues have caused understandable frustration for our customers. Please accept our sincere apology. As the new head of Customer Service, I hope you will give me the chance to win back your trust and your business.
Most of the changes made are designed to improve our customers' experience and provide you with a better product in a shorter amount of time. We are confident this will happen and humbly ask for your patience as we are work diligently to fulfill your orders.
Sincerely,
Carey Marin" |
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chineselover
= Cult of Ray =
Ireland
348 Posts |
Posted - 09/15/2004 : 18:54:48
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| i think the 'refreshingly honest' approach is wearing thin!! you can use that once but not a second time - then its just another line!! |
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cholerajojo
- FB Fan -
7 Posts |
Posted - 09/15/2004 : 21:31:28
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| Although I was not directly on the receiving end of their last gaff, I heard about it nonetheless, and I agree. Furthermore, it irritates me that they used this cookie-cutter email rather than replying to my specific concerns. |
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Erebus
* Dog in the Sand *
USA
1834 Posts |
Posted - 09/16/2004 : 06:05:53
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quote:
Originally posted by chineselover
i think the 'refreshingly honest' approach is wearing thin!! you can use that once but not a second time - then its just another line!!
I had similar thoughts. Additionally, as someone with experience with large scale mailings, if you have a decent maling list and product in hand, it should take all of two people less than a week to get this out. Their problem must be managerial, not logistical. |
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chineselover
= Cult of Ray =
Ireland
348 Posts |
Posted - 09/16/2004 : 06:20:25
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And having worked in customer service all thru college I know that if you mess up a customer order you don't start making excuses about how it happened and giving details on the internal running of a company, like this
In addition, there were several shows recorded in July and August (Pixies Japan, Soulive, Devo, Kenny Loggins and Lowest of the Low) that did take longer to process. That's because we were not able to duplicate CDs on-site at some of these concerts but rather had to make copies after the show, ship them to our fulfillment house and then on to you
The customer doesn't want to know what your internal problems are!! They just want the product, it doesn't matter to the customer how many gigs you had to record!
Anyway if it was my first DiscLive CD I wouldn't be impressed because I would be so looking forward to hearing it, but since it isn't I’m not too bothered...
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jo
= Cult of Ray =
United Kingdom
516 Posts |
Posted - 09/16/2004 : 08:04:23
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to be fair, if they've got an inbox full of x hundred emails, all asking where their orders are, I know in my position I'd probably compose an email not unlike that one, to let the customer know I have their email, and it will get processed - better that than it being ignored for a few weeks, then you get your order, surely?
In the end, we had a massive warehouse refit here, which has left a lot of stock impossible to get - it's been three months now in some cases, and me letting the customer know exactly what the problem is, and that it will take some time (the stock is packed into a room which is full to the ceiling in boxes, our warehouse have to ship out normal orders as it is, so the room is untouched until someone can spare a couple of weeks to start getting the boxes out... now, if I keep telling people "sorry, it's delayed" and without a reason, then I feel I'm not telling them the total truth. I've explained about the stock problem and offered options to get the orders out, and everyone has been happy with everything so far. Course, it doesn't help that the stock is still in the room, and next week the emails will check again.. sigh! But in some ways, my point is, telling the truth is a lot easier than making up some stock "sorry, it's delayed" type answer - plus a lot of people understand.
That's all. |
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chineselover
= Cult of Ray =
Ireland
348 Posts |
Posted - 09/16/2004 : 09:13:12
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Well when I used to run into similar fulfilment delays, I used to apologise and take full responsibility for the problem - no excuses (even when I know it was not my fault) - first rule for this type of situation in customer service is not to make excuses about a room full to the ceiling with stock or the like, customers don't want to hear excuses about situations they don't understand - I used to say there has been a delay, I take full responsibly, there is no excuse and I will do all I can to make it right for you. In fact I will contact you, the customer, before you have to go to the bother of contacting me first (and wait a couple of days for a response) so your aware of the situation and so don't become worried about where your product has got to.
On a lighter note, I was very impressed by DiscLive, good quality idea and product and they were very prompt about shipping the Brixton show - overall a good company.
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Daisy Girl
~ Abstract Brain ~
Belize
5305 Posts |
Posted - 09/16/2004 : 12:31:42
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Honestly... they are a small business that's growing rapidily. It's understandable-- at least they are upfront and honest.
Also, the alternative is if these guys weren't around you would have to buy everything from Clear Channel becasue they're trying to get into the area.
Just be happy you get these live recordings, which is major! I wish I could have afforded them in the first place. :) |
Edited by - Daisy Girl on 09/16/2004 12:32:32 |
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jo
= Cult of Ray =
United Kingdom
516 Posts |
Posted - 09/17/2004 : 02:14:01
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quote:
Originally posted by chineselover
Well when I used to run into similar fulfilment delays, I used to apologise and take full responsibility for the problem - no excuses (even when I know it was not my fault) - first rule for this type of situation in customer service is not to make excuses about a room full to the ceiling with stock or the like, customers don't want to hear excuses about situations they don't understand - I used to say there has been a delay, I take full responsibly, there is no excuse and I will do all I can to make it right for you. In fact I will contact you, the customer, before you have to go to the bother of contacting me first (and wait a couple of days for a response) so your aware of the situation and so don't become worried about where your product has got to.
that's fine after the first month, maybe even the second month, but in the end, after three months, going on four, do you really think that saying there's a delay again, is professional? Sorry, but I disagree with everything you've said there. Plus they're not excuses - they're legitimate reasons. The only solution I can offer them is that once I have access to this stock, their order will be one of the first ones to be packed. Everyone seems happy with that - I don't see a problem there. Also, I think you're assuming customers don't understand there. If I got an email like the Disclive one, I'd understand and not hassle them. Guess it's all down to what we personally accept from someone. |
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the thing
= Cult of Ray =
United Kingdom
313 Posts |
Posted - 09/17/2004 : 03:00:19
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Tend to agree with Jo on this one, I'd much rather hear "yeah we dropped a bollock on this one" than the flat denial of responsibility that you get from 90% of most customer service these days. It's one of the reasons I'd rather deal with a small company like Disclive (or 4ad for that matter) than some giant corporation that couldn't give a rats if your happy or not. Its quite possible to explain an issue to a customer without sounding like your making excuses, and a damn site more helpful
 Forget the cults I got me a whole church! |
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frank_black_francis
= Cult of Ray =
Canada
895 Posts |
Posted - 09/17/2004 : 03:07:18
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| I cant help but feel sad for the Kenny Loggins people...but when you live on the edge, dont be surprised if you're in the danger zone. |
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chineselover
= Cult of Ray =
Ireland
348 Posts |
Posted - 09/17/2004 : 03:17:29
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| I agree to disagree! |
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rivum
= Cult of Ray =
Canada
265 Posts |
Posted - 09/17/2004 : 06:13:20
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quote:
Originally posted by frank_black_francis
I cant help but feel sad for the Kenny Loggins people...but when you live on the edge, dont be surprised if you're in the danger zone.
i don't know whether to laugh or groan..
umm...i think laugh :)
rivum |
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shineoftheever
> Teenager of the Year <
Canada
4307 Posts |
Posted - 09/17/2004 : 16:05:58
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i can't believe they didn't ship the order for kenny loggins.
 "tk-tk-tka-chk-ch-tk-tttt-whaaa-chk-tk-tk" |
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cholerajojo
- FB Fan -
7 Posts |
Posted - 09/20/2004 : 16:42:22
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| Just got the FujiRock show in my mail box. Man, it's good. |
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Skatealex1
* Dog in the Sand *
1670 Posts |
Posted - 09/20/2004 : 18:55:35
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ditto
The Truth Is Out There |
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ITEKCEO
- FB Fan -
10 Posts |
Posted - 09/25/2004 : 22:01:40
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Dear folks -
Disclive has been undergoing a transition, and also recently switched to a new provider for our shipping, Music Today, - which was meant to actually <b>improve<b> shipping and handling and to expedite orders. Unfortunately, we have experienced a few problems, but I believe we have overcome the issues.
I'd encourage you to contact Carey Marin, our customer support person at <a href="mailto:carey@disclive.com">carey@disclive.com</a> or call her at 972.852.2876 if you have not yet received your order. As always, we wish to provide the best possible service and apologize for the delay in receiving your discs, and this certainly won't be an issue in the future.
Sincerely,
Zach Bair
CEO
Immediatek, Inc.
(parent company of DiscLive)
972.852.2876
P.S. I attended LSUS in Shreveport (among others). :)
quote:
Originally posted by cholerajojo
Has anyone else had any problems with DiscLive recently? I ordered a copy of the FujiRock show on mid-August. Their site says those orders were scheduled to ship on 31 August, but I still have not received my order. Furthermore, I emailed the DiscLive folks five days ago about this in an attempt to find out what was going on, and they still have not replied. Has anyone else had these sorts of problems? I was going to order copies of the shows I am going to in October, but I am certainly not going to do that if this is a frequent occurence.
Btw, since this is my first post, let me introduce myself: I am a student at Louisiana State University majoring in religious studies and anthropology. I graduate in May of this year. I was a physics major for two years previous to my current course of study. My interests include visual art (I draw), music (I play cello and guitar), and western mysticism and occultism (with a focus in Enochia).
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DiscLive question
