Digital Planet: Complaines, Compliments etc.

[BinaryJack]

EDIT:
Yes, yes, I saw the typo in the Thread Title...my bad...

Hi Kage,

I hope you're well.
I would love you hear your feedback on Digital Planet as I am here to ensure that everything runs smoothly. You can either reply to this thread or alternatively email me directly at [email protected].

I look forward to hearing from you

Kind Regards,
Karyn

Hi Karyn

Thanks for this, much appreciated.

I had a number of purchaces that I had on order because it shows availability and only to find out on the last day of delivery that the item is no longer available. This ranged from DVD's to books to hardware.
After the 3rd time, I refused to use Digital Planet.


It has become easier and more convenient to shop online with more options becoming available daily.
At the end of the day, I am not obligated to use any specific online shop.
There is absoloutely no incentive to use Digital Planet over Take 2 or even Kalahari.

You actually taking the time and posting here says that maybe, just maybe you actually want my business. Kudos to you!

Complaining so early in the morning...I apologise

 

[Kerrrang!]

Hi Karyn

Altough i've never used DIgital Planet, i think a lot of the local internet-shopping sites should take a page from international companies like Amazon.
I've used Kalahari numerous times, and similar to Kage's experience, after waiting 2-3 weeks for my order, would receive an e-mail informing me that their supplier does not carry stock of the item and therefore the order is cancelled.
And being gamers, this is especially annoying. If i pre-order something, i expect same day delivery or 24-hour delivery, so ie the item gets released 1 Nov (kalahari/digital planet normally gets stock a day before or morning of same day), i want it on the 1 Nov in my grubby little paws. I stopped using internet shops completely - my guarantee for getting an item i preordered in a store is just so much better than using the internet.

And of course, communication. I don't want to hear 3 weeks down the line you don't have an item. In that time i could have driven down the road and picked it up elsewhere (not just games, books, music, DVD's etc).

My 2c

 

[Ewie]

Will just refer you to these threads on another board seeing that you are scouting the webs and want to improve services.
these are all on xbox-360.co.za



Bad

http://www.xbox-360.co.za/forum/good-service-bad-service/16553-digital-planet.html
http://www.xbox-360.co.za/forum/good-service-bad-service/11143-digitalplanet.html



and more.
http://www.xbox-360.co.za/forum/search.php?searchid=724847



and some good.

http://www.xbox-360.co.za/forum/good-service-bad-service/16889-digital-planet-no-joke.html

http://www.xbox-360.co.za/forum/good-service-bad-service/14316-digital-planet.html

At xbox-360.co.za there was a lot of complaints about kalahari.net as well, but the last 2 months, they have someone to tell us when a pre-order get delayed etc and that is at great improvement,

 

[eye_suc]

i tried buying stuff from digital planet twice i think

first time i used a voucher, which they couldn't apply, so i ended up paying full price + insane delivery fees.

second time, i couldn't complete order or some such crap...

i then discovered take2, prophecy, kalahari, evogames, btgames... and all of them had better customer support and shipping fees. dealing with these guys were a breeze, and they keep in contact for updates on orders etc etc. i have had no incentive to return to digital planet

 

[BinaryJack]

So as you can see Karyn, there are a lot of people with experiences: negative, indifferent or positve.
The one thing I do hope that you see is that gamers spend on average R700 - R1000+ a month and online retailers (read: Digital Planet) should start looking at gamers as a viable and growing market.

Improving your service regarding delivery and stock are two of the major and crucial factors that will swing sales Digital Planets way.

 

[ZeroSplice]

I bought a motherboard from DP a few days ago.

What was better than other online stores.
- Delivery was reasonably priced at R35 and I got my stuff the next working day.
- Friendly and efficient personnel always kept in touch to make sure things were on track.

Why choose other online stores over DP
- I can't pay online using a credit card!?
- Access to my shopping cart was severely curtailed. All my correspondence with DP had to be through email. I had to contact them letting them know which MB I wanted, had to wait for responses for availability, pricing, banking details, etc, which took a period of approximately 4 days.

But, I'd buy from DP again, simply because of the customer support. They always kept in touch, via telephony and email, to make sure things were smooth. It's the ethics, honesty and lack of beating around the bush bull*** that's important.

 

[Karyn]

Hi

EDIT:
Yes, yes, I saw the typo in the Thread Title...my bad...




Hi Karyn

Thanks for this, much appreciated.

I had a number of purchaces that I had on order because it shows availability and only to find out on the last day of delivery that the item is no longer available. This ranged from DVD's to books to hardware.
After the 3rd time, I refused to use Digital Planet.


It has become easier and more convenient to shop online with more options becoming available daily.
At the end of the day, I am not obligated to use any specific online shop.
There is absoloutely no incentive to use Digital Planet over Take 2 or even Kalahari.

You actually taking the time and posting here says that maybe, just maybe you actually want my business. Kudos to you!

Complaining so early in the morning...I apologise

Hi Kage,

Thank you for your reply. My apologies for the delay in response.

Can you give me a time frame of when that order was? This year I have spent alot of time getting our processes right and also bringing most of our suppliers on board in order for them to send through stock lists.

We are reliant on our suppliers for the stock but I absolutely agree that you should have been contacted asap should the item be out of stock. I assure you that our processes are much better and we have a really strong Call Centre team.

You are absolutely not obligated to choose Digital Planet but I would be very interested to see what you think of the changes.

Thank you for sending through your feedback.

Kind Regards,
Karyn ([email protected])

 

[Karyn]

Hi

Hi Karyn

Altough i've never used DIgital Planet, i think a lot of the local internet-shopping sites should take a page from international companies like Amazon.
I've used Kalahari numerous times, and similar to Kage's experience, after waiting 2-3 weeks for my order, would receive an e-mail informing me that their supplier does not carry stock of the item and therefore the order is cancelled.
And being gamers, this is especially annoying. If i pre-order something, i expect same day delivery or 24-hour delivery, so ie the item gets released 1 Nov (kalahari/digital planet normally gets stock a day before or morning of same day), i want it on the 1 Nov in my grubby little paws. I stopped using internet shops completely - my guarantee for getting an item i preordered in a store is just so much better than using the internet.

And of course, communication. I don't want to hear 3 weeks down the line you don't have an item. In that time i could have driven down the road and picked it up elsewhere (not just games, books, music, DVD's etc).

My 2c

Hi Kerrang,

Thank you for your feedback, this really does help

Kind Regards,
Karyn

 

[Karyn]

Gaming

So as you can see Karyn, there are a lot of people with experiences: negative, indifferent or positve.
The one thing I do hope that you see is that gamers spend on average R700 - R1000+ a month and online retailers (read: Digital Planet) should start looking at gamers as a viable and growing market.

Improving your service regarding delivery and stock are two of the major and crucial factors that will swing sales Digital Planets way.

Hi Kage,

I understand what you are saying and we have actually pulled out of selling games for the time being. Due to the suppliers we had we just weren't able to live up to our customers expectations. I will need to look into other strategies in the future.

ps: Our service really has improved and I am very proud of the changes that have been made.

Thanks and Regards,
Karyn

 

[Karyn]

Hi

I bought a motherboard from DP a few days ago.

What was better than other online stores.
- Delivery was reasonably priced at R35 and I got my stuff the next working day.
- Friendly and efficient personnel always kept in touch to make sure things were on track.

Why choose other online stores over DP
- I can't pay online using a credit card!?
- Access to my shopping cart was severely curtailed. All my correspondence with DP had to be through email. I had to contact them letting them know which MB I wanted, had to wait for responses for availability, pricing, banking details, etc, which took a period of approximately 4 days.

But, I'd buy from DP again, simply because of the customer support. They always kept in touch, via telephony and email, to make sure things were smooth. It's the ethics, honesty and lack of beating around the bush bull*** that's important.

Hi ZeroSplice,

I am very glad to hear that you had a good experience - I always love to hear compliments.

As for your comments:

I am not sure what you mean by can't pay online using a credit card? Was there no option? Please let me know as this should not be the case at all. If you can email me your name and surname to [email protected] I will look into it.

Our contact is mainly through email as we have upgraded to an email-centric call centre. Reasons behind us becoming email-centric are due to us looking at how our overseas successors do business and also being able to quality control our staff members very closely.

We are continuously improving our business and believe that our new email management system and highly skilled email consultants will ensure your needs are met efficiently. However if you would like to chat to one of our consultants they will gladly assist you telephonically on request.

Access to my shopping cart was severely curtailed. <-- please can you explain this.

Also - can you please let me know what email address you sent your request through to and who assisted you in order for me to look into why it took 4 days to confirm pricing, availability etc. This is far too long.

Thanks so much for this feedback and I look forward to hearing from you.

Kind Regards,
Karyn