The Schiit Customer Improvement Thread

That mindset definitely occurs here in the states, too. I worked in a grocery store on the richer and holier than thou end of town here several years ago. Most people were cool about issues that came up, but there was always a few entitled pricks that made it a point to bitch and act offended until you called a manager and then proceeded to bitch and act offended some more until they got what they wanted. Unfortunately it usually worked. What Mike said in his blog about the topic of bad customers really rings true sometimes and I couldn't agree more about firing customers.

 

In the end it all comes down to this. He will keep, arrogantly ("love" that crazy pride), trying to be right until he can no longer use any arguments and that reply would actually be an argument against himself.

@digitaldufferme

It's unbelievable the level of tantrum here. We all had less than positive buys online, or not, and this wouldn't even count as a negative situation, just annoying (no one likes to have their buys canceled, when it's not right).

Reminds me of this situation in Portugal, lady from some Middle Eastern country, full of brand clothing, that had brands like Louis V., YSL and others stamped in every inch, started to yell, in whatever language, to a ice cream seller because she wouldn't accept her card (some establishments have a "no less than 5 euros for card pay" because of taxes). She yelled, and yelled and yelled and she threw things, that were on the table, to the floor. Unlucky for her, in her country (like with u behind your screen) it may work sometimes but ended up with her being taken by the police (much to her shock because i guess she's used to always being right where she comes from) and, according to what the policeman was saying, more than the fines, that wouldn't hurt her deep pockets, a few hours behind bars would be much more humiliating.

Lucky for her that the seller was a pretty calm person, i could see her being slapped in many other places.

People may say that u don't fit here but to escalate this situation to this point makes me believe that you don't belong anywhere where i would want to be, may it be an audio, fitness, social, or other, type of network.

Learn how to deal with your frustration in another way or, at least, get someone that can help you with it.

 

I think OP is being a bit of a dick, but some of the comments in here are a bit uncalled for. Come on folks, be better than that.

 

@digitaldufferme

I assume you reordered by now, let us know how you like your new gear!

 

Or...not?

 

I'm still curious to see what was in Schiit's order cancellation message that made it so disrespectful.

 

And all that after having left the last word to others

Try that again?

On the contrary, SBAF tradition calls for the outdicking of dickery. Ten-year-olds-at-heart and all that.

Given that, I think an effort was made to understand the few valid words in the walls of text.

 

10 year old dicks is not something I wanted to think about today.

 

I am afraid neither Schiit nor the poster offended by Schiit would benefit from this thread being open any longer. Guess at least others are having fun?

To be honest, there are quite a bit of stories elaborating on "poor customer support by Schiit" topic all over the internet. Are all of those guys posting them haters or simply having unrealistic expectations? I dont know. Does anyone actually?

Anyway, I am grateful the poster here took the time to express ones opinion. And I would like to thank for that. One does not simply criticize Schiit in such direct way on SBAF forum, as noticed over the years here.

(Thats all, feel free to continue the fun/fight party.)

 

This has been a real hoot.

 

I am not "reading" it in the same way. For me is not about Schiit and him, the situation is deeper than that because of the context. You can scratch the brand "Schiit" and write something else and i would still disagree with this tantrum. Frustration is understandable but this goes beyond that.

 

I have to say my experience with Schiit has been mixed, especially with the A2 upgrade....which they later admitted was a big f**k up, but i remember getting thrashed by the forums that it was acceptable and the way it was for any small business. On the other hand, Amy was very helpful and swiftl with the Unison card. So I'm still in the middle here.

I'm not taking sides here but here is something to put it into perspective.

Lets put it equivalent to a restaurant. A customer hears good things about a restaurants, saying its a wonderful and good price, so you decide, yeah I'll try it out.

The restaurant is busy as eff, but you manage to get in a reservation and you sort of assume that it is courtesy they will keep the reservation. You don't get a confirmation email or communication, so you decide you'll take the extra effort to try to see if it is confirmed. You talk with one of the people and you are fairly confident you'll be able to eat there soon. Then after you wait, out of the blue, they say your reservation has been cancelled because lets say the international credit card marked the reservation fee as a fraud. Instead of asking if there was another way to confirm the reservation, they just cancel it then say...if you want to rebook a time later, you should contact them again.

Can even simplify it to waiting in line to get in at a popular restaurant. you put your name down and hope they will call you, but they simply just cancel your reservation after all the waiting and confirming and effort you put into trying to try this product everyone else has been raving about.

Then someone writes a negative review on yelp ......then the owner comes and says.....I'm sorry that's just our process. You'll just have to try again if you really want to try it.

Then all you schiit fans go on the bandwagon and just thrash the person for complaining, saying they want royalty treatment and can't just suck it up. IF you want treatment like you get at HAI Di LAO type of service, go there....we a small mom and pop chinese restaurant.

Would you be happy to recommend that restaurant to other friends and want to try the whole system again?

I think good customer service is more important above all else. Keep the transaction as simple as possible in any situation. People just want to give you the money, and get their product. If there are delays, you can just reassure all the buyers by sending an email stating you had delays from the plate manufacturer,etc.

I ordered some chocolate from a small swiss chocolatier and they sent me this message:

The demand for our products is enormous. The processing time of the orders is therefore at least 4 working days until the delivery to our logistics partner. (Status: 31.3.20)

We do everything in our power to offer you the reliable service you are used to.

Once your package has been shipped, you will receive a shipping confirmation and tracking number.

We thank you for your patience and understanding in this extraordinary situation.


Was that hard to get me to be patient and understanding with a simple email? Did I get royal treament? In fact it just shipped this morning after two weeks and i have no complaints.

@digitaldufferme

If you really decided to not purchase from Schiit again, just f'ing move on man. You don't come into a space that is pro-Schiit and complain thinking they will all just suddenly turn on them. You are annoying and just keep repeating the same shit over and over again as if it makes your following statement stronger. Don't turn into a CCM song, and make up your mind. GO BUY something better from a better shop. To see you this butthurt as a customer shows that you still secretly want to try the AEGIR along with the rest of the setup. If that's the case Its not hard.....just takes one more step. Pay them by paypal as it seems they are ready to ship it to you. Probably takes less effort then you throwing a tantrum nonstop, without getting anywhere.

You sound like those korean ballade singer who want to bask in the heartbreak and complain nonstop at missed oppurtunities. Looking forward to seeing you move on.

 

Everything you say about restaurants and a lot of what you say about customer service in general is true, but the analogy doesn't fit.

Schiit didn't say "f**k off, but hey, try again another day. They said put in the order again with a different payment method that will avoid this problem. Immediately.

I dislike anything that gives me the impression that a company is trying to get me to do their work for them. I've been made to feel this way on card payments, both by the card issuer, who tend to employ worse people than British Home Secretaries, and the supplier. These days, if a card payment is fucked up, I just abandon it. Swallow it and find another way. Or walk away if there isn't one. I might complain on the internet, but not post after post after post.

And now I'd like to suggest that this be the last word on the thread: Apothecary.

Because it sounds good.

 

exactly.

i found @Cellist88 post hilariously rich as hes the same cry baby that threw a tantrum over his upgrade on the yggdrasil a2. he comes off as a total jerk

 

The OP's tantrum is the kind of shit that makes me afraid to start a business. Mistakes happen and digital transactions can be finicky sometimes, especially if you are dealing with payments coming from overseas. Fraud is a real thing that many people attempt all the time and the OP needs to understand that. Especially now with the situation we are in, businesses are running a super tight ship and slip-ups are more likely.

What is the point of posting it here? The overwhelming majority of Schiit customers here are very pleased with the product and service. The only time these posts should happen is if a company takes your money and never sends you the item or they refuse to fix a defective product. Even then, you need to give the company a reasonable amount of time to sort out the issue. Throwing a fit over an order cancelation is ridiculous. I respect Jason for being diplomatic with this guy but he really didn't deserve any attention.

 

Without going into total conspiracy theory mode here, some days I get a feeling that there is a conscious effort by certain entities (probably competitors) to cast a shadow of a doubt over Schiit's customer service that would potentially impact prospective buyers. For someone that has bought more than 20 products from Schiit over last 5 years, this is absolutely ridiculous. I am located in Canada which makes purchasing/exchanging/returning products even more of a pain. Schiit has been great in all my dealings with them. Whenever there was an issue with anything which is quite rare, they were happy to pay back for the shipping back to California which is not cheap.

The fact that Jason and Co. have reached out to the ASR community despite their initial open hostility and ridicule towards Schiit further solidified my belief in them as an upstanding company. Even dealing with this issue and changing their wording to be more politically correct is bending over backwards to please the customer. Honestly, what more can a company do?

Just for clarification, I am not at all trying to imply that the OP is part of this deliberate smear campaign, but he could be just a part of the bandwagon movement. It is almost as people are just looking for an excuse to jump on this "Schiit customer support sucks" train for a variety of reasons - could be to stir schiit up, massage their ego...who knows, I am not a psychiatrist.

I sympathize with Jason and Co. because they are trying to be polite with everyone and address these perceived issues, but this must be extremely discouraging because the truth is that their customer service is great and has been for years. It is just the perception of it that needs somehow to be corrected as a result of this smear campaign based on insinuations, alleged anecdotes and absolute lies.