Hi all
I have always seen MoPo as a way of talking about our hobby and our
experiences with other likeminded people. Thus I would be keen to hear any
feedback from the more experienced collectors / dealers on the above topic
and what is considered reasonable and what is not as this experience I am
about to relay is my first with this coy. Maybe I am expecting too much and
if so I'll take on board what is said for future reference and if it is
otherwise then my instincts are right.
I recently bought a poster from Heritage for the first time. Being new to
the shipping options that were available to me, I found the customer service
staff at Heritage to be very helpful post the completion of the auction.
Once the options had been made clear to me in terms of cost and time frames
etc, I made a decision, filled out the appropriate paper work and relayed
that to the staff on the 26th November. I was informed at the time that the
poster would take up to 3 weeks to get to me which was fair enough. All
seemed well up to this point, I had won my poster at auction, the customer
service staff that I had been in touch with were helpful and my poster was
about to leave or was it ?
On the 18th December I sent an e-mail to the primary staff member at
Heritage who had been very helpful asking for confirmation as to when the
poster left as it had been just over 3 weeks. I received a prompt reply back
from the helpful staff member who informed me that she had been in touch
with the shipping manager and the result was my poster had not actually left
. The two reasons were, 3 weeks ago an Ice storm set in for 3 days and that
set them back a few days. The other reason was so I am told, only one person
is allocated to pack all the posters because they are so delicate. So
because of an ice storm that lasted 3 days and 1 person packing posters, my
poster has sat around for 3 weeks and is only now moving because I e-mailed
them.
When I was emailed with these reasons as to why my poster had not left , I
responded essentially saying Heritage has good people on its customer
service staff but unfortunately they are getting let down by others when it
comes to shipping. However I also mentioned on other selling platforms such
as eBay, this sort of shipping standard and lack of communication concerning
delays doesn't get tolerated and there are significant consequences. ( I am
sure you are all aware of that).Why should Heritage be exempt I am thinking
particularly when it comes to a new customer ? I mentioned in the e-mail I
am purely wanting to give valuable feedback as a first time customer. With
this in mind, you would think this would be an opportunity for a coy like
Heritage to shine as being customer focused in times of trouble but as yet I
have only had automated acknowledgements of my e-mail from the two people I
sent it to and no responses.
As one last footnote to this post, I have had a survey sent to me
(automated) saying this.
"We are here for you, and I just wanted to give you an opportunity to help
us enrich and improve your client experience by giving us your feedback"
I have been factual, balanced and given praise where it's due in this post
but would be keen to hear what others think...
Regards
Ben
www.allaboutmovies.com.au
Movie Memorabilia - Original Movie Posters and Lobby Cards
Website: www.allaboutmovies.com.au
Visit the MoPo Mailing List Web Site at www.filmfan.com
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