How Digital Planet can improve?

I've decided to give Digital Planet another go after a reasonably nasty experience in the past since they seem to be the cheapest for the toner I'm looking for. So far I can't say that I'm extremely impressed. The toner is a 24 hour item, and to date I haven't received any further notification of the status of my order.

I logged in to my account and see that the order status says "Complete", but when I click on "Track your order" absolutely nothing happens. I've tried it in two different browsers but no success. I'd definitely appreciate a notification of when the order was shipped and when it's expected to be delivered (by whom?).
 
Hi Karen

My faulty router was picked up on the 6th April and received by DigitalPlanet on the 7th, after which I assume it was handed straight to the distributor for a swap out or a device repair.

I received a phone call this past Friday 17th April from DigitalPlanet and was told that you guys were struggling to get hold of the distributor to enquire about the device which was sent to them. I'm not sure why the agent told me this; it indicated pretty poor communication/service levels re DigitalPlanet and one of their suppliers/distributors. I would really like you to follow up on my device as it's been 2 weeks since you received it and the only correspondence I've had is with an agent who told me that they can't get hold of the supplier.

If you are unable to assist in the matter, please could you return the device so that I can swap it out myself with Pinnacle Micro in Cape Town.
 
Reply

Crusader said:
I've decided to give Digital Planet another go after a reasonably nasty experience in the past since they seem to be the cheapest for the toner I'm looking for. So far I can't say that I'm extremely impressed. The toner is a 24 hour item, and to date I haven't received any further notification of the status of my order.

I logged in to my account and see that the order status says "Complete", but when I click on "Track your order" absolutely nothing happens. I've tried it in two different browsers but no success. I'd definitely appreciate a notification of when the order was shipped and when it's expected to be delivered (by whom?).
Click to expand...
Hi Crusader,

Thank you for bringing this to my attention. Can you please send me your order number so that I can look into this.

Thanks and Regards,
Karyn
 
Follow up

zamrg said:
Hi Karen

My faulty router was picked up on the 6th April and received by DigitalPlanet on the 7th, after which I assume it was handed straight to the distributor for a swap out or a device repair.

I received a phone call this past Friday 17th April from DigitalPlanet and was told that you guys were struggling to get hold of the distributor to enquire about the device which was sent to them. I'm not sure why the agent told me this; it indicated pretty poor communication/service levels re DigitalPlanet and one of their suppliers/distributors. I would really like you to follow up on my device as it's been 2 weeks since you received it and the only correspondence I've had is with an agent who told me that they can't get hold of the supplier.

If you are unable to assist in the matter, please could you return the device so that I can swap it out myself with Pinnacle Micro in Cape Town.
Click to expand...
Hi zamrg,

Thank you for letting me know. I will look into this urgently. Can you please tell me the name of the agent who told you this?

Kind Regards,
Karyn
 
Karyn said:
Hi zamrg,

Thank you for letting me know. I will look into this urgently. Can you please tell me the name of the agent who told you this?

Kind Regards,
Karyn
Click to expand...

I'm afraid I can't as I didn't take any reference number or the agent's name down.

I just received a phone call this morning telling me to wait out another week. I'm guessing DigitalPlanet really don't have any idea how much longer it's going to take. This is really unacceptable, a 3 week wait for a device distributed locally. :(
 
Following up

zamrg said:
I'm afraid I can't as I didn't take any reference number or the agent's name down.

I just received a phone call this morning telling me to wait out another week. I'm guessing DigitalPlanet really don't have any idea how much longer it's going to take. This is really unacceptable, a 3 week wait for a device distributed locally. :(
Click to expand...
Hi zamrg,

I chatted to our Repairs Manager and he said that our supplier is still busy with the repair. I am busy chatting to my supplier about this to find out a little more info on why it is taking so long. My apologies for your frustration. I will send through feedback asap.

Kind Regards,
Karyn
 
Lawrence to contact you

Karyn said:
Hi zamrg,

I chatted to our Repairs Manager and he said that our supplier is still busy with the repair. I am busy chatting to my supplier about this to find out a little more info on why it is taking so long. My apologies for your frustration. I will send through feedback asap.

Kind Regards,
Karyn
Click to expand...
HI zamrg,

Lawrence will be contacting you to explain the delay.

Kind Regards,
Karyn
 
Phone Call

zamrg said:
thanks Karyn

I didn't hear anything from him today, do you perhaps know when he's going to call?
Click to expand...
Hi zamrg,

I will look into this as he said he was going to phone. Please accept my apology.

Kind Regards,
Karyn
 
PM cellphone number please

Karyn said:
Hi zamrg,

I will look into this as he said he was going to phone. Please accept my apology.

Kind Regards,
Karyn
Click to expand...
HI zamrg,

Would it be possible to PM me your cellphone number, Lawrence says the number he has for you is going through to voice mail.

Thanks and Regards,
Karyn
 
Hi Karyn. Thanks, the couriers just delivered the package. I never received any notifications so my suggestion would be to send out a notification when you ship packages containing courier contact info. That way your clients know exactly when things are shipped an can contact the courier if there's any reason to arrange delivery time etc. Aside from that the service was quite speedy.
 
Reply

Crusader said:
Hi Karyn. Thanks, the couriers just delivered the package. I never received any notifications so my suggestion would be to send out a notification when you ship packages containing courier contact info. That way your clients know exactly when things are shipped an can contact the courier if there's any reason to arrange delivery time etc. Aside from that the service was quite speedy.
Click to expand...
Hi Crusader,

I am glad to hear that you received your package. I have checked with our Dev guy and the notifications are sent out. I am worried that perhaps we do not have your correct email address. Can I PM you with the email address that we currently have?

Kind Regards,
Karyn
 
I did receive a receipt and order confirmation e-mail, so I doubt the address will be the problem. Does your system send out a notification once an order is shipped? I've checked my spam folder and there's no Digital Planet e-mails in there either.
 
Looking into this

Crusader said:
I did receive a receipt and order confirmation e-mail, so I doubt the address will be the problem. Does your system send out a notification once an order is shipped? I've checked my spam folder and there's no Digital Planet e-mails in there either.
Click to expand...
HI Crusader,

Hmm that is a bit strange, I will look into this and let you know.

Thanks for letting me know!

Kind Regards,
Karyn
 
Unknown

Karyn said:
HI Crusader,

Hmm that is a bit strange, I will look into this and let you know.

Thanks for letting me know!

Kind Regards,
Karyn
Click to expand...
HI Crusader,

I am not sure why you never received the notification, this is very strange. My Developer just tested it and it all seems to be working - it is very confusing:confused:

Karyn
 
Karyn said:
HI Crusader,

I am not sure why you never received the notification, this is very strange. My Developer just tested it and it all seems to be working - it is very confusing:confused:

Karyn
Click to expand...

It is quite strange. Must be a one-time glitch somewhere.
 
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