26 replies to this topic

[leurven]

Here let's do this and being a little more proactive. You are obviously posting here because you felt your experience wasn't up to your standards. Why don't you tell me how I could have done better so that perhaps I can actually learn something from this.

Regards,
John

[NHvolvo88]

leurven, on 21 September 2009 - 02:28 PM, said:

Peter,
I appreciate you posting your experience but it is simply absurd. Just look at the time stamps for our emails. I responded to you promptly and made every effort to resolve the issue. I provided you with an RMA form and afterward you said you needed to change the address. I have still yet to receive your new address and now you are telling me you have gone behind my back to work with DDM directly. I don't appreciate this in the slightest. You were on the offense right from the beginning. All you have posted here in this thread is that you were completely unwilling to work with me from the beginning. Thus far you have provided no valid reason that I can see for you to be acting this way. The product you purchased from us failed over one year after purchase. I made all of the arrangements to get it fixed in a very timely manner. Accuse me all you wish but I know exactly how I have handled this situation and I'm not going to let people treat me like crap just because they think they can bully the small guy for absolutely no good reason at all.

The only reason I have posted here is because I actually care about my business and my customers. I'm not looking to defend anything. Ask anyone who knows me and I'll always admit to fault. In this case you have still to provide reasonable information regarding your case. Would you like me to post the rest of the emails? I have nothing to hide.

Regards,
John

as i stated i am not here to argue and anyone that cares about my feedback will ask me for the e-mail thread and they can see the timestamps where my first e-mail was on september the 8th and after no response on how to begin the process to ship back the bad bulb to receive a replacement: i had to pull teeth which ended in a bitter response on sunday the 13th. Despite this information on the RMA form was wrong to DDMtuning.com and i got attitude and delay yet again on how to contact them.

Sir when someone loses trust in you they will bypass you and go straight to the person who is in charge of repairing or replacing the product in question and that is what i have done. The new contact information was not supplied to me until the 15th which fitting it into my busy schedule meant i couldnt ship the defective product back to DDM until the 16th. Do the math, thats over a week just to begin the shipping process and now it will prob have at least another week if not more in transit and whatever time it takes in-house to process the replacement.

overall the time and effort it takes to exchange a defective product with you requires if not weeks; a month to receive the replaced product.

once again, i am not here to argue just share my experience with you to others to let them decide where they want to purchase their product and to think beyond the product itself but the reliability of the retailer and the willingness of the retailer to produce a solution to a product defect in a timely fashion with limited strain on the consumer.

yes, you sell great products and i am very satisfied with the bulbs and ballasts and you deliver on quality lighting but as far as your customer service and timelyness to honor the warranty: very very poor. i would give you a 1 out of 5 because not only has this been a time consuming process but in the face of a dissatisfied consumer you speak back to me as one individual to another instead of a customer service department of a respectable retailer to a consumer

[Dave 54]

"overall the time and effort it takes to exchange a defective product with you requires if not weeks; a month to receive the replaced product."



^^^^^This would be the exact reason I keep a spare set of stock bulbs and caps laying around, just incase there is an issue.

Heck even my XBOX took 3-4 weeks to get back after it took a dump, it's called life.

[64pvolvo1800]

I personally have purchased three separate times from Jon and all went well. I understand in business there will always be someone or something that will happen and 100% satisfaction can be difficult. You can't please all of the people all of the time. I would deal with Jon again in a heartbeat. And, keep a set of spare bulbs just in case. Shit happens.

[leurven]

You're missing the point - you didn't need to call DDM at all.... nevermind - I give up on this one. You were offering me abuse shortly after first contacting me simply because the part failed. As the two people here just mentioned - shit happens. Until you learn to realize this I'm not willing to work with you. It wasn't until the 13th of September that you wrote me an email just to clarify what you needed to send back - this was after you did a necessary diagnoses to confirm what needed replacing. I sent you the RMA information as soon as we knew what to replace. Oh and one other thing - these are a LUXURY item. Keep a spare set of halogen bulbs in your car. I do, my mum does, my dad does. Even before they had HIDs they kept a spare set of bulbs in the car.

Before contacting me next Peter please consider your attitude and professionalism.

Regards,
John

[NHvolvo88]

ok those weeks if not months were to process the product... i finally received the replacements last week. as the mod stated earlier dont discount someones opinion... the xbox prob only took you hours to process the issue and already have the service ticket and box on the way for it to be shipped back for service... i was able to purchase and install a second kit from DDM weeks before i received the replacements and in the end who did i have to ship the defective product to for repair and replacement? DDM...

Dave 54, on 22 September 2009 - 01:29 PM, said:

"overall the time and effort it takes to exchange a defective product with you requires if not weeks; a month to receive the replaced product."



^^^^^This would be the exact reason I keep a spare set of stock bulbs and caps laying around, just incase there is an issue.

Heck even my XBOX took 3-4 weeks to get back after it took a dump, it's called life.

leurven, on 22 September 2009 - 04:00 PM, said:

You're missing the point - you didn't need to call DDM at all.... nevermind - I give up on this one. You were offering me abuse shortly after first contacting me simply because the part failed. As the two people here just mentioned - stuff happens. Until you learn to realize this I'm not willing to work with you. It wasn't until the 13th of September that you wrote me an email just to clarify what you needed to send back - this was after you did a necessary diagnoses to confirm what needed replacing. I sent you the RMA information as soon as we knew what to replace. Oh and one other thing - these are a LUXURY item. Keep a spare set of halogen bulbs in your car. I do, my mum does, my dad does. Even before they had HIDs they kept a spare set of bulbs in the car.

Before contacting me next Peter please consider your attitude and professionalism.

Regards,
John

it takes one to know one when referring to attitude and professionalism. Here is step 1 for you: get a phone number and when someone asks for a number to call do not tell them that it will not be necessary... if your consumer desires direct contact then professionalism 101 would let you know that you should in fact supply them with proper contact information. E-mail is very impersonal and when a consumer would prefer a more personal mode of contact if you truely are an established business you will at least have some form of phone number to provide.

pitiful...

Быстров, on 18 September 2009 - 12:12 AM, said:

I dont Know John, but seeings how he has the kohonas to show up here and offer support bluntly, shows his diligence in keeping his name clean and responds in a kind manner without treating anyone bad.... That being said, id prob buy from him. as previously posted, its only the newbies that have issues, SO here is what im willing to bet on, the Newbies that are posting bad remarks towards john( guest123, volvdog and NHvolvo88) all prob have the same IP number.

PS John i might need some HID ballasts for a 07 TSX. can u hook me up?

-alex

since you will be at the ikea meet November first in orlando feel free to find me and you will realize im a real person and not one person with the same IP.

see you there.

[SwedeDriven]

Hello..

Wow looks more like a problem of miss communication. Well being that I have three restaurants in Seattle. I know how hard it is to please EVERY single customer. Yes, that is the goal to satisfy every single customer. Some customers are harder to please than others.

Example.. I had a customer that ordered one dish, but we accidently brought out the wrong dish. After yelling at my waiter, I came out and apologized to the customer and said i'll bring out the right dish free of charge. He ate and left and didnt even tip the my waiter. I was looking at reviews of my restaurant on Yelp.com. the same guy was on there slamming my restaurant and said it was the worst service he's ever had.

People need to understand that mistakes happen, and sometimes its out of our control. But the way John replied to the unsatisfied customer shows that he does care. Sometimes after a mistake or a problem the only we thing we can do as a business owners is ask the person what happened and what went wrong and see if we can fix the problem to the best of our ability. So that in the future we make sure it doesnt happen again. Dont think that he's trying to save face with the rest of the VS members. Why would he need to if 90% of his customers had nothing but good things to say. John if you have 90% of your customers happy than you're doing the right thing.

Thats just my two cents.. I am going to be a future customer of yours and i look forward to doing business with you. Good luck with your business!!

-Scott-