RE Digital planet. Its bound to be posted here.

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Myrrdin

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Dear Valued Customer

In our continuous effort to improve our customer service, we are analyzing every aspect of our business to make sure we are the best we can be. Our collections area has always been a problem from a customer service point of view and while it is convenient for some customers to pick up their goods, often the convenience was counter-balanced by a long wait in our reception while we sorted out the order.

As a result, we are removing collection as one of our delivery options as from the the last day of April 2008. You were one of our collection clients and we really value your business. We’d like to offer you *free* delivery on all of your orders until the end of April so that you can test our delivery service and allow us to blow you away with some awesome service. We are also testing if it is feasible to have a local delivery option around Sandton at a reduced rate: more on this closer to the time.

We know it is a big change but we hope that through delivery we can ensure a great service experience from us. We’d like to know if you have any ideas and would appreciate your feedback. Please can you send it to [email protected]

Regards,

Neil Watson
Managing Director
Digital Planet
Click to expand...

If it doesn't work remove it. ;)

@Moderators. If you think it not appropriate delete thread.
Thanks
 
surely it cannot be hard ot manage a collection

you need one person for the customers, if your really pumping out alot of stuff hire 3 or 4
you need to know if they are collecting when the order is placed
when the customer arrives he gives the person helping him/her his details
1 minute later he leaves with his goodies

i can see how this would cause a problem
 
Digital Planet sucks so hectically! Pathetic.
 
I also received the email:

I will never use them again, it is just a waste of time.

With the colloection option they only processed my card the few times they had the item (3 out of 8) when I collected and not up front. Much better than having to wait for a refund.

That is ten to one why they stopped collections, we all believe their business model is the interest they gain whilst waiting for an item to be declared out of stock and the subsequent battle to be refunded.
 
I don't understand it ... they're the biggest online electronics shop making millions and they have the smallest service ... how come someone like me who keeps service up to scratch (unless ofcourse I tried to store your number on my phone while driving to call you back and accidentally lost it .... if that customer reads this ... I apologise) is struggling to get an order every day?
 
Yes, I got that email. I have only ever made for-collection orders through dp, precisely so that I don't pay if they are mysteriously out of stock (which seems to happen randomly everywhere...). Guess I won't be doing that any more.
 
Digital Planet Comment

Hi guys,

I am tracking all of your comments and take them very seriously.

I know the service isn't as good as it can be, but we're working on it all of the time. The collections worked ok but not up to the standard that we are working towards.

It is not money related and if you would like to email me directly I will set up free delivery for the next 6 months for you with pleasure.

Just so that you know, I am away until Tuesday but please feel free to email me your comments on this and any other issue. The only way that we can get better is by receiving your feedback (good or bad).

All the best,

Karyn ([email protected])
 
LOL, sorry Karyn but that isn't good enough. I tried buying an LCD from you guys over a year ago and let's just say I get a little sick every time I hear the words "Digital Planet".

Your staff are a bunch of retards that mess customers around. You take orders when you don't have stock and actually lie about stuff being in stock just to secure your order.

Sorry just doesn't cut it..
 
Karyn (GM Digital Planet) said:
Hi guys,

I am tracking all of your comments and take them very seriously.

I know the service isn't as good as it can be, but we're working on it all of the time. The collections worked ok but not up to the standard that we are working towards.

It is not money related and if you would like to email me directly I will set up free delivery for the next 6 months for you with pleasure.

Just so that you know, I am away until Tuesday but please feel free to email me your comments on this and any other issue. The only way that we can get better is by receiving your feedback (good or bad).

All the best,

Karyn ([email protected])
Click to expand...

What happened to Warren.

He also promised me that things will improve and to try them just one more time. Well that time was even worse than the time before. DP could not supply something after a month and cancelled the order. I sourced exactly the same item within 2 days from another shop, who was supplied by the same supplier as DP.

I firmly believe that DP has cash flow problems. That can be the only reason they could not supply "hot" games from Ster-Kinekor. That is also why collection is no more an option.They want your money up front! At least I did not have to suffer "the refund is in the post" dance that so many people on HelloPeter complain about.

My advice to you is to rewrite your systems, employ worthy call centre people and then tell me that I can try DP again.

Until then, my advice to anybody is STAY AWAY FROM DIGITAL PLANET!!!
 
I have emailed eveyone from the cleaner to the md and nobody wants to help me. There has to be a law against
 
Karyn ... you received a reply within 3 minutes of posting ... couldn't you at least comment on what these guys said?

In all honesty ... I think Digital Planet should call on the likes of the smaller e-tail stores that customers are happy with (Myself, Nivo, Take2, Sybaritic, Prophecy, etc, etc) to come and assist Digital Planet in getting back on track ... because seriously ... we all have great service, we are all getting bigger and we are slowly pushing DP off the market. It just makes no sense how DP has such rubbish service when all the rest of us manage just fine.
 
dp has lost its focus, from customer to just money!! they need to remember that without the customer they will have no money, il never use them again!!
 
You would think that there would b an area where orders to be collected are placed. You would think that items would be placed there in invoice/order numerical order. With all the necessary paperwork tacked onto the item. You would think once this is done an email/call can be sent to the customer to collect. You would think that when you hand over your order/invoice number, the staff member would be able to locate it quite easily.
 
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