My Prophecy experience

Ordered quite a bit from them and never had a problem, willing to sort out RMAs everything. Yes sometimes they can be a little slow but they always come through.
 
I will arrange for a courier to pick them up from you ABU...
 
I have dealt with the PH shop a number of times and never had any problems. I sent the owners of PH shop a link to this thread and I'm sure they will sort out problems in no time at all.
 
I have delt with them for a year or two, and never once had a problem. Great company to deal with and i will definately be buying from them again. (like today :P)
 
Hi Abu

I'm sorry for the extremely poor service you've received from us, I agree that it's completely unnacceptable and it's not the level of service we aim to give. I'm happy for you to keep the two incorrect enclosures, or to send our couriers to collect - whichever you prefer and is easier for you.

I'm no going to defend the service you received, or try and explain it away - we did a poor job, and we take full responsibility for it. What I can tell you is that the vast majority of our clients receive a much better experience, and that we have built our reputation on this better service and obviously want to maintain it!

We are working to decrease our error rate in terms of orders. We ship thousands of products every month on hundreds of orders, and we have about 4 or 5 incorrect deliveries a month. Now, for you to get 2x incorrect deliveries in a row is very unusual - I'm still investigating, but it seems that in this case we had a code error on our site that meant that we where sending the product with the correct code, but the incorrect description.

In terms of the lack of collections, unfortunately this is a gap that has been in our system until recently. Until about three months back we had had very, very few problems with collections from our couriers. Unfortunately, they changed their system about that time and this created a lot of problems with collections. Now, we are supposed to check what was booked against what was delivered, unfortunately if someone puts the RMA in the incorrect category we can miss that it was not collected. We have made some changes to our internal processes, and we are working on improving our internal processes to ensure that this is not a problem in the future.

I'm sorry we did not respond to your emails - I've been going through the techsupport email inbox and I couldn't find any, I'm not sure if they where spam filtered or if you sent them to a different address.

More generally in terms of emails, this is still a problem that we are grappling with. Many major online shops (newegg.com comes to mind) do not accept email queries for new sales, so we know that this is a problem that other companies also have.

The reason forum posts are responded to more quickly is purely based on volume - one or two forums posts a day can be quickly dealt with, while a huge number of emails is more of a challenge. Additionally questions on the forums are often answered by community members, which also leads to answers being answered more quickly. We are making changes to the way we deal with emails to get back up to quick responses - we had some discussion on this this morning, and should have some changes in place from next week .

Furthermore, if you don't get a reply on an email, please call us or talk to us on Live Chat on the site. Occasionally emails are lost in the ether, incorrectly filtered to spam, or are accidentally marked read. We've also moved over to a new system for keeping track of phone messages and confirming that they where returned - so hopefully that will no longer be a problem in the future.

Otherwise, in terms of stock levels the most correct information we have is on the website - we have worked hard to get stock level updates daily from our suppliers, so if we phone them or you check online, it's the same information. We have updated the website to reflect this, and no longer request that clients email us for stock levels because we where drowning under those emails! If there is a product with "Stock levels unkown", then go ahead and contact us, either via Live Chat, phone, or email.

So, I'm sorry you had a negative experience, and I'll do my best to take into account your feedback to make our company better. I appreciate your being honest and open with us, I know sometimes it's easier to just swear to yourself you will never buy from somewhere and leave it at that!

If you guys have any other questions I'll keep an eye on this thread for the next few days.
 
Wow, I realise that post is huge. If you don't want to read it, here's a summary:
We messed up, we are sorry, we are working to make sure this doesn't happen again!
 
Artagra said:
Hi Abu

I'm sorry for the extremely poor service you've received from us, I agree that it's completely unnacceptable and it's not the level of service we aim to give. I'm happy for you to keep the two incorrect enclosures, or to send our couriers to collect - whichever you prefer and is easier for you.

I'm no going to defend the service you received, or try and explain it away - we did a poor job, and we take full responsibility for it. What I can tell you is that the vast majority of our clients receive a much better experience, and that we have built our reputation on this better service and obviously want to maintain it!

We are working to decrease our error rate in terms of orders. We ship thousands of products every month on hundreds of orders, and we have about 4 or 5 incorrect deliveries a month. Now, for you to get 2x incorrect deliveries in a row is very unusual - I'm still investigating, but it seems that in this case we had a code error on our site that meant that we where sending the product with the correct code, but the incorrect description.

In terms of the lack of collections, unfortunately this is a gap that has been in our system until recently. Until about three months back we had had very, very few problems with collections from our couriers. Unfortunately, they changed their system about that time and this created a lot of problems with collections. Now, we are supposed to check what was booked against what was delivered, unfortunately if someone puts the RMA in the incorrect category we can miss that it was not collected. We have made some changes to our internal processes, and we are working on improving our internal processes to ensure that this is not a problem in the future.

I'm sorry we did not respond to your emails - I've been going through the techsupport email inbox and I couldn't find any, I'm not sure if they where spam filtered or if you sent them to a different address.

More generally in terms of emails, this is still a problem that we are grappling with. Many major online shops (newegg.com comes to mind) do not accept email queries for new sales, so we know that this is a problem that other companies also have.

The reason forum posts are responded to more quickly is purely based on volume - one or two forums posts a day can be quickly dealt with, while a huge number of emails is more of a challenge. Additionally questions on the forums are often answered by community members, which also leads to answers being answered more quickly. We are making changes to the way we deal with emails to get back up to quick responses - we had some discussion on this this morning, and should have some changes in place from next week .

Furthermore, if you don't get a reply on an email, please call us or talk to us on Live Chat on the site. Occasionally emails are lost in the ether, incorrectly filtered to spam, or are accidentally marked read. We've also moved over to a new system for keeping track of phone messages and confirming that they where returned - so hopefully that will no longer be a problem in the future.

Otherwise, in terms of stock levels the most correct information we have is on the website - we have worked hard to get stock level updates daily from our suppliers, so if we phone them or you check online, it's the same information. We have updated the website to reflect this, and no longer request that clients email us for stock levels because we where drowning under those emails! If there is a product with "Stock levels unkown", then go ahead and contact us, either via Live Chat, phone, or email.

So, I'm sorry you had a negative experience, and I'll do my best to take into account your feedback to make our company better. I appreciate your being honest and open with us, I know sometimes it's easier to just swear to yourself you will never buy from somewhere and leave it at that!

If you guys have any other questions I'll keep an eye on this thread for the next few days.
Click to expand...

+1

Prophecy Shop FTW :D
 
It would be great if you guys could fathom a way of having real-time stock check done via the product page, I am sure would cut the email load in half, surely.

The fact that I received auto-responder email back indicates my inquiries never landed in your trash, so still doesn't explain my problem.
 
Artagra said:
Wow, I realise that post is huge. If you don't want to read it, here's a summary:
We messed up, we are sorry, we are working to make sure this doesn't happen again!
Click to expand...

I had sent the emails to [email protected]
as well as [email protected] and could forward them to you if you wish to check up on them. PM me your email address.

I have to say thanks for the reply, it is very heartening to see a company admitting an error and taking steps to ensure it isn't repeated.
I am sure this is sufficient to restore the forumites faith in you guys.

Thanks for the enclosures as well : )
 
I've been using prophecy for years and never had an issue although recently it seems that they're becoming very busy and can't respond to emails as quickly as before, I sent a request on the status of my order and still not received a reply, I will probably ask in their forum later.
 
I tried to order a product only to be disappointed that they don't take credit cards.
 
I have had good experiences with them. Currently hoping to get my Christmas presents in time / in stock.
 
Aqua_lung said:
Why should you be it says so on their site.
Click to expand...

Every shop out there takes CCs. Prophecy is one store I will never order from because they don't take credit cards.

Over the years I've used probably between 100-200 online stores from around the world and every single one used CCs. Accepting CCs is what has made internet online purchases possible.

Prophecy should reconsider it if they want to compare themselves to NewEgg, Amazon, B&H and everyone else. I usually order from places like WebAntics and Take2 for local stuff and my list of foreign online stores is too large to mention here.
 
PeterCH said:
Every shop out there takes CCs. Prophecy is one store I will never order from because they don't take credit cards.

Over the years I've used probably between 100-200 online stores from around the world and every single one used CCs. Accepting CCs is what has made internet online purchases possible.

Prophecy should reconsider it if they want to compare themselves to NewEgg, Amazon, B&H and everyone else. I usually order from places like WebAntics and Take2 for local stuff and my list of foreign online stores is too large to mention here.
Click to expand...

They're doing fine without it, their site explains why they don't accept cards, I suspect fraud and costs are preventing them from choosing that route for now.
 
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