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dangerden - quality control issues

actually it might not seem like it since im ranting on this thread but i was 100% polite when talking to them i assure u, i didnt show a hint of anger, the woman actually tried to talk over me which i found surprising, i try not to treat people in their jobs with rudeness since im sure they have to put up with crappy attitudes some might show them :p

but i do appreciate your well thought out post :)
 
They were very lax in their attitude towards my call towards them about a radiator size. Asking me if I could convert it to millimeters since they had no way too. Answer came to "Fifteen and 1/2 inches." Asked them about any additional promo codes that would beat their current 15% off code.
"we have no promotions at this time," end of her sentence.

Emailed them a day later to inquire about delivery before 4pm and if they had something better than the current 15% promo code. She responds:

Hello Chris,

I believe I talked to you on the phone
yesterday. I explained the discount to you, and we are not offering any other
ones at this time.


Never even bothered to answer my first question on the shipping.
2 days ago I go to order my parts and find out the promo code is now gone. I emailed them asking why and that I will only order if I can get a discount from them as I had been planning this for the last 2 weeks. No response.

I believe this company is not good to deal with. Maybe they were good but they are just plain inconsiderate and pathetic in regards to customer service with my contacts with them. I've worked in customer service for years and one thing you never do is treat potential customers with short abrupt answers, a bad sign to be notice before even handing over your money to such a company. Danden is not a good company in my opinion. They have lost a $200 sale from me.
 
U can't DEMAND a promotional code. S'like walking into a high street shop and demanding to get an item at sale price cos it was in a sale 6 months ago, and now isn't but you couldn't afford it then. The idea of promo codes is to get you to buy whilst they are running, not for you to hold a company hostage cos you feel you deserve it cheaper when you feel like buying it. Why do folks queue when the sales start? To get stuff at the sale price when it's available... not to go in weeks after demanding sale prices.

Why do you think all the smaller companies give up in this game?? Such a high percentage of customers expect far more then they are entitled to and think it's their god given right to have things their way, no matter how everyone else gets it / accepts it.

When you've already been told there are no promo codes better than that one, why try asking again the same question again? They've answered it once. It puts the retailer in an awkward position and they have to be seen to treat everyone the same. They break their back for you, they have to break their back for everyone.

Such a high-percentage of end-users these days seem intent to put companies out of business due to their own (usually unreasonable) expectations. You're complaining about a company because they wouldn't do things YOUR way. That isn't their fault or something they should be held responsible for. The only thing I can see they did wrong was simply not answer your query regarding 4pm shipping. Everything else is nothing to do with them. Simply a case of your expectations being higher than reality. Deal with it.

(Someone's gotta stand up for us retailers every now and again... looks like it's me fer now)
 
I agree with Marci on most of this one. sometimes the squeeky wheel is better replaced than greased and the customer is not always right but should be given respect and a chance to explain the problem. When a customer starts playing games with me they usally don't get what they want When my price is already below the competition and my service is great sometimes I just say "next"
 
Bingo... end of the day, if the retailer thinks you're gonna be more trouble than your worth, nothing stopping them being off with you as sometimes it's costs you more to gain a customer than you make from having one. If that makes sense.

Gotta remember, profit margins in this game are TIGHT. By offering a 15% promo, if someone used that to buy a SINGLE Thermochill radiator (just for an example where I know exactly what I'm talking about), they'd make a HUGE loss as profit margins on ThermoChill gear are WAY below 10% iirc. So, that 15% is already a loss for the sake of drawing in custom. To ask for them to make even MORE of a loss... well... their response is kinda understandable. S'like giving someone a Christmas present and having them turn round and state "this is crap, go buy me something better" directly to your face. U just don't do it.

Gotta think about this kind of stuff from BOTH sides of the coin before passing judgement. What is a realistic expectation, and what isn't...

Personally, I never expect any more than whatever a company's Terms and Conditions state, and never assume anything more than that.
 
I must say, this whole thread is surprising to read.

If DD wants to defend themselves, I'm sure they would come and comment, or you could go on their forums for more direct contact. Did you try their forums, or just post here?

For what it's worth, I have spent a number of afternoons with CPUkiller, and DDJerm at the Woodland shop, and CPUkiller even let me bring my supplies and helped with laser work at the Astoria shop: Free. On a Saturday.

Not what I expected at all. I didn't ask for a Discount, or expect to get help without some expectation of marketing in return.

That is not the norm, they are in business to profit. Who isn't? Not to mention, unless you are in the dark, last week they were all CES. Wasn't every other computer oriented company there too?

I have met the other guys at the PDX events, all nice, honest people.

Yet we all make mistakes, and sometimes don't remedy them properly.

I have one of the Xflow Pro 2X120mm from DD, and it is beautifully finished. The Thermochill 120.1 I bought from HighspeedPC looks somewhat like your pic, but mounted and shrouded with a fan on it, I didn't really care.
 
I didn't demand a discount from them. I presented a question to them as to why should I go with them when I can get the items for practically the same price elsewhere if they couldn't offer a better deal. There was no rudeness in my question in regards of the context it was in. Sometimes these companies may run more than 1 promo that a customer can simply ask about of which sometimes they will tell you. In this case I asked twice, once by phone and then email in hopes of someone being in a good mood and offereing a better one. In customer service you never tell a customer "I told you" as if to belittle them. Customer service must be of a different standard today than 10 years ago. Politeness in answering questions seems to be non-existant:

IE

"We apologize, as I believe I have spoken to you yesterday and we are currently offering no other promotions"

That's the essentials of good business etiquite. If a company can't even say that then it makes me wonder what there attitude beyond that would be with having to correct a problem with them after purchasing.

Let's wait and see in what manner they replace his radiator, as of now it isn't timely to say the least, not to mentioned the email he got back about it being inconvenient to DD to replace it. That's what you call bad service. Mistake once on the no shipping it back to him after 2 weeks > ok. But the email back > Unprofessional.
 
scwam said:
I didn't demand a discount from them. I presented a question to them as to why should I go with them when I can get the items for practically the same price elsewhere if they couldn't offer a better deal. There was no rudeness in my question in regards of the context it was in. Sometimes these companies may run more than 1 promo that a customer can simply ask about of which sometimes they will tell you. In this case I asked twice, once by phone and then email in hopes of someone being in a good mood and offereing a better one. In customer service you never tell a customer "I told you" as if to belittle them. Customer service must be of a different standard today than 10 years ago. Politeness in answering questions seems to be non-existant:

IE

"We apologize, as I believe I have spoken to you yesterday and we are currently offering no other promotions"

That's the essentials of good business etiquite. If a company can't even say that then it makes me wonder what there attitude beyond that would be with having to correct a problem with them after purchasing.

Let's wait and see in what manner they replace his radiator, as of now it isn't timely to say the least, not to mentioned the email he got back about it being inconvenient to DD to replace it. That's what you call bad service. Mistake once on the no shipping it back to him after 2 weeks > ok. But the email back > Unprofessional.
Click to expand...

After them telling you on the phone once that there were no further promotions they had no reason TO apologize in telling you yet again that there was no more they could shave off their prices. Asking for more money off is boorish and makes you look like a cheap jackass and honestly, I fail to see where you're going to find anyone that carries D.D. parts cheaper. Yeah there are places to get cheaper fans and cheaper tubing but I really doubt their blocks and such are going to be cheaper elsewhere.
 
Well, I have some experience with some of the bad follow-throughs or just plain poor responsibility when it comes down to quickly correcting problems that they have created.

I order 10+ ft of Tygon

I get 10+ ft of clearflex

I email and tell them the problem

They tell me that they will send new package

new package is sent slow mail, not what I originally paid for and tell me to keep clearflex.

It would be cheaper that way obviously since they would have to pay for clearflex tubing to be shipped.

I get a bill stating I have to pay duties on tubing.

I email DD telling them I should not pay any duties on this tubing as it is their responsibility.

They email me back saying I should not have been billed and they will take care of it.

I get another bill saying I did not pay the bill yet.

I email DD and they say they will not pay it and it should've been taken care off by FedEx and they will call them to make sure.

I email them again after a few days to make sure that progress has been done and that DD did contact them as I do not want to know the consequences of not paying.

DD has not replied since this morning on this matter.

... It's not that hard to email ... seriously... even a couple of words like .. we're on it .. or something to know that your customer KNOWS what's going on is better than staying quiet and keeping everything confidential until the matter is resolved.

I can guarantee that DD will never get ISO certified unless a big company demanded it. They have issues they need to take care off.

An audit will easily prove that.
 
scwam said:
I didn't demand a discount from them. I presented a question to them as to why should I go with them when I can get the items for practically the same price elsewhere if they couldn't offer a better deal. There was no rudeness in my question in regards of the context it was in.
Click to expand...

Q1: Can you price match?
A1: No
Q2: Can I ask a different way to get you to price match?
A2: No
Reply: Your customer service sucks

Lesson 1: If you want it your way, try Burger King (I hear Wendy's works that way too).
Lesson 2: Asking for price match twice IS rude (speaking from someone who used to work in customer contact and how how the mind of someone in that job works). You may as well whine and hope that gets you somewhere.

scwam said:
in hopes of someone being in a good mood and offereing a better one.
Click to expand...

Sure, it's all about the customer service rep, everyone knows they set prices. That's why they get paid marginally over minimum wage in many instances... because they are personally responsible for setting discounts and prices. "Thank you for calling Danger Den..." pretty much means "Hi, how much would you like to pay for your order?" in most countries.

scwam said:
In customer service you never tell a customer "I told you" as if to belittle them. Customer service must be of a different standard today than 10 years ago. Politeness in answering questions seems to be non-existant:
Click to expand...

As one who supervises a customer service department I can tell you that if one of my reps said "I told you so" I would chastize them, then appologize for doing so. The person you spoke to and wrote to had nothing else they could do.

That having been said, after reading your copy/paste from them, I don't see any mention of "I told you so". (S)he was stating a fact, she spoke to you yesterday and told you there wasn't a discount available like you asked for. Was (s)he impolite... I don't think so... was she direct, yes... maybe overtly, maybe it could have been said differently, yes. That's like trying to flame Top Nurse for suggestiong AC gear because of "the way she suggested it".

Instead of writing to them regarding discounts call them, ask to speak to a supervisor, ask that person the current status of your RMA (e.q., when was it shipped, what method was it shipping using), thank them very much for their time, then sit around and wait while they hold you by the short-and-curlies.
 
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