Topic: Inneficient customer service
******edited as follows: I retracted any complaints I have as posted in my last post below. Thank you Chumby for providing top notch customer service! ********* Original message as follows:
I ordered my chumby a day before the new $50 value package with free shipping went online (I had waited a week before ordering to see if any coupons were available). Asked for a credit of shipping (quasi price match), and was told that I have to pay to return my chumby (and cause additional pollution) and then order a new chumby with the value package. Bottom line is that it will cost me about $10 bucks to ship it back and in return I'll get the new one shipped at Chumby Industries' cost (and additional pollution from shipping) along with all the freebies. I assume the bundle worth $50 costs Chumby Industries far more than the $10 the shipping I paid in the first instance. I thought it would be logical for Chumby just to credit my card the cost I paid for shipping and save Chumby the cost of shipping a new one, processing the return of the old one, and sending me the freebies. Apparently, Chumby Industries is incapable of doing that. Just doesn't seem like quality service too me, but I'm just used to my two favorite retailers, Costco and Nordstrom, so I guess this is what I should expect from Chumby Industries. Maybe I'll just return the unit and wait for the Samsung Picture frame instead of ordering the package or go with the Grace radio since my favorite feature is really just Pandora.
A copy of the email chain is below so people can judge for themselves the situation:
From: liveperson-cs@chumby.com
To: *******@msn.com
Subject: RE: cancel order (LTK143013364598X)
Date: Thu, 8 Jan 2009 14:34:18 -0500
Reference number: LTK143013364598X Please use this ticket number in any correspondence with us.
Subject: cancel order
Shane,
Unfortunately, the chumby bundle can only be purchased on our eStore. We cannot ship you the t-shirt and 4 charms, or refund your shipping for the order you placed before the bundle coupon was available. If you do wish to purchase the chumby bundle and not have two chumbys; you'll have to use our return process and file a return for the current chumby. Once we receive it, we can refund your card for the chumby, and you can purchase the bundle on our eStore with the 'chundle' coupon code.
Sincerely,
Sam
Chumby Support Manager
---------------Original Message---------------
From: Shane < *******@msn.com >
Subject:
RE: cancel order (LTK143013364598X)
Instead of going through the hassle and expense (to me and Chumby Industries) of shipping the Chumby back (at my cost) and then Chumby Industries shipping a new Chumby back to me at its cost (with the free shipping promotion), can you just credit my credit card the amount of shipping and I will forgo the charms and t-shirt that are included in the package?
From: liveperson-cs@chumby.com
To: s********@msn.com
Subject: RE: cancel order (LTK143013364598X)
Date: Thu, 8 Jan 2009 12:22:16 -0500
Reference number: LTK143013364598X Please use this ticket number in any correspondence with us.
Subject: cancel order Dear Shane,
Thank you for the email. Unfortunately your chumby is on it's way so we cannot cancel the order.
What you could do is take advantage of our 30 day return policy. When you receive your chumby send it straight back to us, we'll give you a full refund and you can re-order the chumby bundle. It will be available until Feb 15th. Please review the return policy and complete the form at http://www.chumby.com/pages/returns
Sincerely,
Matt Chumby Support
---------------Original Message---------------
From: *************< >
Subject:
cancel order
I would like to cancel my order WEB000115215. I ordered yesterday after scouring the internet and finding no discounts for the 2009 chumby. Now I just saw on the website that there is a $50 bundle package, that I would like to either cancel my order so that I can purchase that package or if you can modify my order by sending me the bundle items and credit me the shipping cost, I would appreciate that too.