Quote:
Originally Posted by g6t9ed
Usiris, I don't mean to single you out but if I recollect, you had mentioned you were working for Digital River and WaxWeazle and I have had the exact same problem. We were both given refunds for the resolution to the problem but what we want is essentially an exchange.
In my scenario, I had paid for the signed Elizabeth Noir statue but was given the non-signed one. If I was given the refund and was asked to "re-buy" the signed one, wouldn't I be paying full price for it? Wouldn't that defeat the purpose of the sale price? I don't understand why your support department does not understand this and I don't understand why, if they can just send shipping labels, that they can't just resend the correct item? I have contacted support through Facebook but I really believe there should be some kind of live support to resolve these types of matters faster.
Now, I'm not just a one-off customer. I have bought several really expensive items from Bioshock's website, and I'm sure other Digital River websites as well, but things like this really deter collectors from collecting. If I am to believe that Digital River is getting better, then please show me that your support team has empathy and understanding and not something that they are copying and pasting for every complaint they get.
Edit: Usiris, I know you don't work in the Customer Support department and I don't know how much you impact them but it seems you are the closest person I can contact that will actually do something... and that is sad.
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Yeah, the same here too, I replied to Usiris in a PM as well
I had ordered the signed Elizabeth Noir statue and received it, but it had (slight) damage. Obviously as a collector you don't want a damaged product, so I'm not thinking about fixing it myself with some glue because that'd be stupid, so I contacted the store and as well as they said to g6t9ed, they told me to buy the product again and that they'll give me a refund once my product arrives back at their store...
I'm planning on buying more products in the future from them, as I love the Bioshock series, but I do hope that the customer service can be made better. If you buy a product and it's damaged, don't tell them to buy it again and send it back, no, tell'm to send back the product and tell them they'll receive a replacement of the exact same product when the damaged one arrives. That's not too hard is it?
We don't know how much in stock there are, so perhaps if I send mine back and get a refund, suddenly the signed Elizabeth Noir is out of stock. What then? I can't get them anymore because those guys didn't replace the product I actually payed for? Really bad way of working imo...