The Schiit Customer Improvement Thread

Discussion in 'All Points Bulletin / Be on the Look Out' started by digitaldufferme, Apr 10, 2020.

  1. digitaldufferme

    digitaldufferme New

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    Decided to give up the Freya+ with dual Aegir monoblock setup. I placed an order from my home in Singapore when the website showed waiting time was a week. Later on was told that they were waiting on parts and didn't have an idea when it might ship. I appreciate honesty so kept my order in the system. A week later get told my order looks like an online scam and so they have deleted my order. As this company's customer service lacks any sort of politeness or customer-centric behaviour I won't bother with their products ever again. They didn't even have the courtesy to call or ask for clarification or further verification... Nothing! Just cancelling my order. Genuine arrogance especially in today's economy. I thought the bad days of Schitt's poor customer service we're over but as it is I'll give my money to a company that actually cares about customers. I do hope you enjoy your equipment and thank the members here for the help and advice on this thread, amazing loyalty maybe based on a mostly domestic customer base?
     
  2. rlow

    rlow A happy woofer

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    Recognize that Schiit are staffed with people, just like you and I. They are fallible just like the rest of us. Also, these are not exactly “normal” times, and there are a SHIT-TON of scams going on out there right now, especially from overseas. They and/or their payment providers/algorithms may just be being overly cautious/sensitive at the moment considering everything that’s going on. You may have been red-flagged incorrectly for some reason.

    Before judging them unworthy, I assume you have tried to contact them and provide some reasonable assurances that you are a real individual just trying to purchase some of their stuff from overseas?
     
  3. digitaldufferme

    digitaldufferme New

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    Yes they're staffed by humans and they're under pressure. I'm human too. We're all under pressure. Doesn't excuse poor customer service protocol to cancel and order without asking for verification. That's just plain arrogance and disrespecting the customer. I don't want to detail this thread any further. Schiit had lost this customer for good and any others that may ask for my opinion in my circle that's for sure. No offence to you and your viewpoint which I appreciate but life's too short to throw money at companies which don't deserve it.
     
  4. Senorx12562

    Senorx12562 Case of the mondays

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    That'll show 'em. Hell ya.
     
  5. digitaldufferme

    digitaldufferme New

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    Chill
     
  6. digitaldufferme

    digitaldufferme New

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    Thank you for that fanboy
     
  7. Friday

    Friday Friend

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    Just order it from SLT Technologies. They're pretty much the local distributor and the mark up is about equivalent to shipping + GST if you bought direct. Though not sure how things will work out with the current lockdown
     
  8. schiit

    schiit SchiitHead

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    Sorry that you were offended. It would be helpful if you posted the email you received from us, so I can see if our language was offensive and needs to be revised.

    From what I understand, when we detect an order that exhibits the possibility of fraud, we send a note to the customer stating something like "We're sorry, your order exhibits some characteristics of fraudulent orders. We have cancelled this order and any hold on funds from your card. If you would like us to ship your order, please place a new order and pay via PayPal Direct so we can proceed." Yes, this involves an order cancellation, but it also provides a way to re-place the order for immediate shipment.

    To be clear, we get plenty of fraud attempts. To combat this, we use two methods for determining if an order is potential fraud, both based on algorithms (one external and one internal.) Neither is perfect. For that I apologize. But we need to protect ourselves; we get many fraud attempts, and without flagging, we'd have unsustainable losses.

    (And yes, I personally have been flagged for fraud from several companies I order from, so I know how it feels.)
     
  9. digitaldufferme

    digitaldufferme New

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    The approach of cancelling a potential customer’s order without any attempt to verify with the customer their authenticity is offensive and not customer centric service. I’ve been told already on this forum that my taking my business elsewhere and explaining to others who ask my opinion that I have been badly served by Schiit has been negatively received and I got “disliked” for my troubles. Having zealots as defenders of your brand is not under your control, having a positive customer approach is. If you see nothing offensive in cancelling an order without first contacting the customer then it rather confirms my case. I will make alternative purchases for my modest needs. I will say Schiit is an unusual company in that the owners reach out to disappointed customers which is great and appreciated but just fixing a broken protocol would be more productive of your time. I had done quite a lot of research helped by the members here and had decided to buy a Freya+, a Yggdrasil and dual Aegirs to upgrade. I was ordering the Freya+ direct from you because the local agent had problems getting stock so I thought I’d try direct and buy the rest locally to support the local agent because times are hard for retailers now. I’ve explained to your local dealer my treatment and my regrets at not seeing out my Planned and discussed purchases with him. I will support another brand locally instead which appreciates my business. You are right to protect your business from scamming but I’d encourage genuine dialogue rather than a canned response to such a sensitive issue. As a customer I would have found nothing offensive in the slightest if the very efficient customer service person whom I’d been talking to the previous week had contacted me to explain the situation and requested verification or a PayPal payment. Telling me in a canned response that my order was cancelled for a product you do not have the parts to supply is bizarre business practice. Now the fanboys will crawl out of the woodwork....
     
  10. digitaldufferme

    digitaldufferme New

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    Yes I will make a small purchase (Bifrost2) instead with SLT locally as a low cost placeholder. I’ve been discussing and planning a Schiit system upgrade (Yggdrasil/Freya+/dual Aegirs) with SLT but will not go through with it anymore. Will enjoy looking for other upgrade paths instead locally. The Bifrost2 is an easy sell when I’ve decided the way forward. Thank you for taking the time to offer helpful advice.
     
  11. Friday

    Friday Friend

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    @digitaldufferme You're welcome. Although I wouldn't write off the Aegirs yet if I were you. I have tried looking around before recently, and most of the amplifiers available locally are either way more expensive than the Aegir or are Class D (no idea how well-implemented), so you might want to think again before spending twice or more just because of a perceived slight. I had no issues before with Schiit's customer service, even when I was the one who made a stupid mistake purchasing from their website, so I'm inclined to defend them. I think the main reason you received negative reactions is because you appeared to be bringing drama into an incident that could have been settled via PM, and we've seen that happen before on SBAF, hence the reflex action. As another Singaporean, I didn't react to it as strongly because I am somewhat accustomed to seeing this sort of behaviour, though I do get annoyed when it happens. Don't worry about the dislike, it was just one and they don't really matter.

    That said, if you do find a similar price : performance amplifier that is available locally, I'd be interested to know. But I'm not holding my breath.
     
  12. boredpanda

    boredpanda Almost "Made"

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    I don't understand the rage or what you're trying to achieve here, and you're being deliberately antagonizing. I don't own any Schiit products, but I've had canned responses before. Rather than complaining on a public forum about it, I contacted the seller and solved the problem amicably.
     
  13. schiit

    schiit SchiitHead

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    Can you post what we sent you? Because I'd really like to understand what we did to offend you. Like I said, if we cancel orders for potential fraud, we always give you an alternative way to re-place the order for immediate shipment. I'd really like to know what we sent and who sent it.
     
  14. Senorx12562

    Senorx12562 Case of the mondays

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    You go girl!
     
    Last edited: Apr 14, 2020
  15. digitaldufferme

    digitaldufferme New

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    You bet, bee-arch
     
  16. purr1n

    purr1n Desire for betterer is endless.

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    Be sure to post publicly what Schiit sent you since you made this public. Inquiring minds want to know.


    I ordered a Kraft massage gun in the middle December of last year. They said shipping would be five weeks. I got all sort of odd form letter emails that my shit was on the way at the rate of one per day. I cancelled my order sometime in February because I figured I'd never get it because of the Wuhan Pneumonia and also because I found out that my local running shoe store offered a discount on HyperIce for families who had kids on the local high school track team. No harm, no foul.
     
    Last edited: Apr 14, 2020
  17. digitaldufferme

    digitaldufferme New

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    From start to finish it has been the customer who has to run after your customer service to get info on an order. Even to the point where I’m told that if I want to know the status of an order which you have not been able to supply, I’m told I can contact your customer service anytime. How about using some actual customer service and saying you’ll contact me when parts have arrived? You then cancel an order without 1st asking me for some further verification or asking for an alternative payment. Instead your team tells me in a canned response that my order looks fraudulent and is cancelled and if I want the item I can order again. Once again I have to do the work. I’m the person wanting to give you money; I believe I’m due just a little courtesy and service. If you’re actually and genuinely interested, do a little work yourself and check your own correspondence & records. I’m now done with this. For every customer that vents there’s at least 10 more who don’t and just walk away without you ever knowing. Fix your Customer Service protocols or, don’t.
     
  18. digitaldufferme

    digitaldufferme New

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    I appreciate your viewpoint but I will not accept this sort of behaviour and so I choose to vote with my wallet and will honestly let any interested friends or other sites’ forum members know of my unpleasant experiences trying as an overseas buyer to get service from this company when I’m trying to actually pay them. I honestly cannot imagine what response I would get if I needed them to do service for me after they have been paid.
     
  19. rlow

    rlow A happy woofer

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    We’re way outside of Aegir impressions at this point.

    If a mod could move the posts from @digitaldufferme and replies to his posts to another thread, it would be appreciated.
     
  20. digitaldufferme

    digitaldufferme New

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    Schmitt has all the correspondence. They can do the work for a change. I made this public because that’s all a consumer can do, particularly one overseas. I realise I have derailed this thread and that was not my intention. I was just really angry at having been treated shabbily and having had to do all the running with this Company from start to finish. Which is what this is now, the finish. I will not post further on this thread and apologise for having diverted the conversation as I have really learnt so much on these boards in the past and in particular from your reviews. I return you to your normal discussions. Please feel free to delete my postings to reduce the clutter I have caused.
     

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