Hello, I do wish to vent/make you aware of what this company does.
I wish to make it clear, I am NOT referring to DigiKey, I have had good experiences with them. Instead I am referring to Digi InternationalI placed a order Thursday February 9, 2012 for an XBee Wi-Fi Module though the digi website. After not receiving shipping confirmation by the following Wednesday, I called the company up which is based in Minnetonka, MN, my home state, asking them what is the status of the order. The lady preceded to tell me that they are out of stock and they will not get any more in until March 9, 2012. Well I need it for a student project, and I just can't wait that long, so I asked her to cancel the order I will conciser alternatives. She told me that I would have to send an email to them telling them I will have to cancel it though e-mail.
Ok so this is what I feel is wrong so far:
- You tell me something is back ordered before I have to call, I should not have to call you!
- If I want something canceled, you do it over the phone if I call, you do not, and should never tell a customer to send an email. The customer has told you what they want, you make it happen
anyways I sent the email and did not hear back for 2 days that they received the cancellation. So I call back the guy on the phone told me that the cancellation did not go though, and that I should send an email to him personally and he will forward it to whom ever is in charge of my order. Well being that it worked so well the first time, I did not see why I would have to do it again (yes sarcasm.) So at this point in quite annoyed with them for wasting my time, so I figured it is best to speak with a supervisor, because I know the guy on the phone did not do anything wrong and that if something needs to be fixed (like how they handle their customers) the supervisor is the best place to start. So I got his number and had to hang up and call a different number. But of course, he was not in yet... so I left a very agitated voice mail.
So here is what is wrong now:
- You always confirm a cancellation or any change in orders
- If you tell someone to cancel something by email (which you shouldn't) you make sure that works.
- If an email did not work before, what makes you think it will work now?
- You always transfer the call, you never tell a customer to call a different number. Having a phone system that does not allow it is not an excuse.
So if I recommend to anyone, do not deal with this company directly.
I called Digikey (a different company) who was out at the moment but will get more of the part in on the 19th, tickled I placed an order, and the lady on the phone was very helpful. This is how it should be done. Even though I did not know the Digikey part number she found it and placed an order right there on the phone. I have also called them before to cancel and change orders and they are very helpful.
Update
I heard back from the supervisor, who was less helpful then the people I spoke with earlier. Citing that they need written cancellation.
He also said that they send out emails saying the estimated ship date, which I never got. and that if i needed it by a certain time, I should have called and asked because they don't post available information on their website (maybe they should start), and that that is why they also have distributes.
He also could not have been bothered to look up the order status, because he asked me various questions, which if he was looking it up on the computer he would have been able to see.
It seems to me this guy could not have been bothered to deal with me. I only ordered one part, and im sure other companies are ordering 100s if not 1000s or more.
He also was the first to hang up the phone. When you are dealing with a customer on the phone, you never, NEVER! hang up first.