How Digital Planet can improve?

I have made a couple purchases in the past, mostly with pleasant experiences. But your e-mail newsletter is the most boring one I have ever seen. It's filled with what seem like pages and pages of meaningless text, and a couple tiny images of expensive products.

Get rid of all the chit chat in your newsletter. Big clear images is what attracts attention. Good pricing is what gets a clickthrough. A few images of your latest products and their prices, a few images of products on special with their nice low prices, and then it may be worthwhile to drag it out of my Junk Mail folder and actually read it for a change.
 
Thank you

S1ght said:
Hi Karyn,

Welcome to the forums :)

I decided to go over to the digitalplanet website now just to see how much has changed since last time I was there, was on for about 10 seconds and I'm already a lil confused. If you go through the menu under computing\computer components then cpus/processors it brings up motherboards at the top with the community suggestion thing and then nothing else?

http://www.digitalplanet.co.za/c-119-cpuprocessors.aspx

Is this right? cause iburst in joburg this 1st week has been having problems loading pages etc so it could also be my side.
Click to expand...
Hi S1ght,

I hope you had a great weekend.

Thanks for bringing this to my attention. This category was supposed to be unpublished so it shouldn't show on the website. Please let me know if you notice anything else.

Have a great day! :)

Kind Regards,
Karyn
 
Hi

radicool said:
I have made a couple purchases in the past, mostly with pleasant experiences. But your e-mail newsletter is the most boring one I have ever seen. It's filled with what seem like pages and pages of meaningless text, and a couple tiny images of expensive products.

Get rid of all the chit chat in your newsletter. Big clear images is what attracts attention. Good pricing is what gets a clickthrough. A few images of your latest products and their prices, a few images of products on special with their nice low prices, and then it may be worthwhile to drag it out of my Junk Mail folder and actually read it for a change.
Click to expand...
Hi Radicool,

I hope you had a good weekend. Thank you for sending through your feedback.

We have received comments like this before and we have actually changed the look and feel of our newsletter - I am very excited to hear what you all think of it. There will be 3 x product based mailers a month and then only 1 x monthly newsletter with very little text. Our first one is due to go out this week! :)

Thanks and Regards,
Karyn
 
Hi

koffiejunkie said:
Hi Karyn,

This is again based on experience of a few years ago (see the other thread), but I'll offer you the following:

1. Communication
2. Communication
3. Communication

Really, my experience the last time, waiting days for an e-mail reply when the issue was that DP had already screwed up, does not make me want to come back. Ever. You can be more expensive than anyone, but if you offer excellent service, people will come back. The company I work for (US based company, UK office) is the most expensive in the industry, but depsite the economic problems and all our competitors laying off employees, we're still hiring like there's more tomorrow, turning a profit, and growing our business. Why can we do this? Because our service level is vastly superior to anyone else in the industry.

One more thing (and again, this is purely based on my experience with DP of a few years ago): when I went to your offices, the attitude I was treated with by every person I spoke to, was as if I had just ruined their afternoon nap: irritated, disinterested, and generally unfriendly. Some basic friendlyness and a helpful attitude goes a long way.
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Hi koffiejunkie,

I must agree that communication is a very important aspect of our business and I know in the past that we weren't as good as we should have been. In order to overcome this we have become very strict on the staff members and we are doing a monthly performance appraisal on each and every person that works in the company. I really believe that this will make a huge difference. I must also say that the bad apples no longer work for the company.

I must also apologise for the bad experience that you had when collecting an item from us. This is one of the reasons why we removed collections as an option.

I will send your comments through to our Call Centre Manager.

Thank you for sending through your feedback.

Kind Regards,
Karyn
 
Karyn, I see you're replying to selected feedback only.
Maybe another issue for you to address.
 
No emails

zeb said:
Karyn, I see you're replying to selected feedback only.
Maybe another issue for you to address.
Click to expand...
HI Zeb,

Thank you for letting me know, it seems that only some of them are coming into my inbox. Do you know what the reason for this could be?

Kind Regards,
Karyn
 
Reply

zeb said:
I have bought from them a few times (long ago) before a bad experience. Since then I've not only avoided the place like the plague, I've advised others to follow suit.

What was the bad experience you may ask?
First off the extreme arrogance of the DP salesperson/operator to shout at me and tell me I owed them money for goods I received months ago.
They don't ship without payment so I paid for, and got that specific order - which had nothing to do with the order I called about.
The enquiry was for an item that was out of stock and I wanted a refund. I never got my money (ebucks) back and that was the last time I did business with them.

Fool me once shame on you...fool me twice, shame on me :mad:
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Hi Zeb,

Do you perhaps remember the name of the agent that you dealt with? Could you also please tell me when this happened so that I can look into it?

Thanks and Regards,
Karyn
 
4 Hour Lead Time

Sackboy said:
I think answering simple e-mail queries within a week would be my suggestion. I usually give up and go somewhere else after that.
Click to expand...

Hi Sackboy,

Thank you for your feedback. We have a 4 hour lead time from the time we receive the email to the time it must be replied to. In the past we have had a few technical glitches with our system and emails have been lost but we are working on it and it seems to be fine now. If you do not get an email within 4 hours then please email me directly on [email protected] and I will personally look into why you have not received feedback.

Kind Regards,
Karyn
 
Hi

Stokstert said:
Seagate 400GB Barracuda 7200.10 SATA 3Gb/s NCQ Hard-Drive R 1,467.20 incl VAT

Seagate Barracuda 7200.10 SATA 3GB/SEC NCQ 750GB Hard Drive R 1,419.00 incl VAT

Smaller drive more expensive?
Click to expand...
Hi Stokstert,

Thank you for bringing this to my attention, I will look into it and send back some feedback.

Kind Regards,
Karyn
 
Karyn (GM Digital Planet) said:
Hi Sackboy,

Thank you for your feedback. We have a 4 hour lead time from the time we receive the email to the time it must be replied to. In the past we have had a few technical glitches with our system and emails have been lost but we are working on it and it seems to be fine now. If you do not get an email within 4 hours then please email me directly on [email protected] and I will personally look into why you have not received feedback.

Kind Regards,
Karyn
Click to expand...
I don't need this anymore, thanks.
Can I suggest some sort of auto-reply be sent out, so we know you got it, along with a tracking number or NAME. There's nothing worse than waiting for mail that was never going to arrive.
 
Do what Kalahari used to do, send out vouchers every now and then...

I used to buy quite a lot from them when they still had decent service, and the vouchers encouraged me to buy more :)
 
The Big 5 pagefold promo on the webpage. Annoying the living schit out of me :D
 
Reply

Tux said:
The Big 5 pagefold promo on the webpage. Annoying the living schit out of me :D
Click to expand...
Hi Tux,

Thank you for your feedback.

I am interested to know why it's annoying you? We have had such great feedback so far.

What we could do is see how much good feedback we get vs bad feedback and make a decision from there.:)

Kind Regards,
Karyn
 
Karyn said:
Hi Zeb,

Do you perhaps remember the name of the agent that you dealt with? Could you also please tell me when this happened so that I can look into it?

Thanks and Regards,
Karyn
Click to expand...

Long ago like I said - 23/10/2006. Order no. 80802.
Not a lot of money to lose, but it's the principal.
The name of the agent is long forgotten.
 
Hi

zeb said:
Long ago like I said - 23/10/2006. Order no. 80802.
Not a lot of money to lose, but it's the principal.
The name of the agent is long forgotten.
Click to expand...
Hi Zeb,

I understand your frustration and apologise once again. We have gone through massive changes though and I hope that one day you will give us another chance to prove it.

Thanks and Regards,
Karyn
 
I have never had a chance to buy from DP, but I just check out the website and it's really flashy and impressive! If I had just passed by the website and was interested in buying something, your site would attract me!
 
Error

Stokstert said:
Seagate 400GB Barracuda 7200.10 SATA 3Gb/s NCQ Hard-Drive R 1,467.20 incl VAT

Seagate Barracuda 7200.10 SATA 3GB/SEC NCQ 750GB Hard Drive R 1,419.00 incl VAT

Smaller drive more expensive?
Click to expand...
Hi Stokstert,

Thank you for bringing this to my attention. I have looked into it and the one item was not supposed to be on the site as it is an old item. The 400GB one has been removed.

Please let me know if you have any further feedback.

Thanks and Regards,
Karyn
 
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