The Schiit Customer Improvement Thread

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

  1. NationOfLaws

    NationOfLaws Friend

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    If you don’t think every canceled order requires a crocheted pillowcase as an apology well I guess that’s proof capitalism is a failed system
     
  2. digitaldufferme

    digitaldufferme New

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    You chose to get the TED Talk. You’re very welcome.
     
  3. digitaldufferme

    digitaldufferme New

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    A customer is entitled to courtesy in my opinion. You have the right to disagree. I’m glad you were entertained in these troubling times.
     
  4. HotRatSalad

    HotRatSalad Friend

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    Sorry but you were never a customer because you never bought anything. Trying to claim "poor customer support" is BULLSHIT. This is how it is online with electronic transactions and all the fraud out there. Try being nice and not blowing things out of proportion sometime. There's more important things especially these days than trying to deface a solid company over some ridiculous situation. I'd hate to have to deal with you in real life. Probably have a fit over every little thing.
     
  5. digitaldufferme

    digitaldufferme New

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    It’s each person’s choice the courtesy they expect for a service for which they are offering payment and for whether they accept “proof capitalism is a failed system” lying down. I choose not to and would do so again.
     
  6. Thad E Ginathom

    Thad E Ginathom Friend

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    The ultimate in service is that which makes every customer feel like they are the only customer. That the entire corporation or entity with which they are dealing, big or small, is entirely and only concerned with them. It can be done. It is done. Frankly though, in most routine situations, you can't expect more than a copy&paste. In the worst companies, this will be a copy&paste that doesn't even address your situation. At least Schiit did not do that. In fact, What Schiit did was to look at how to do the thing better. And you had the Boss, here online, with you. Which is pretty good going.

    If I was you, I'd be somewhat interested in why this situation happened. It might be something as simple as a delivery/billing address mismatch. I don't know if you can expect Schiit to tell you why: probably not, because if it was fraudulent, they'd be telling you how to do it better. Maybe your card company can help. Because the same thing might happen again.

    I am no Schiit schil, by the way. I checked out one of their products once, wanted to love it and didn't. But I have admired the company story from the start, and I admire that Jason is prepared to get involved on the public internet with customers satisfied or not. It could be said that he does it because it is good for business, but, according to me, this is one of the best ways to be good for business.
     
  7. digitaldufferme

    digitaldufferme New

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    None of this would have been necessary if Schitt had had an appropriate canned response and protocol. Kindly see Jason’s last post for a properly written response which they will use in future. It delinks the connection between fraudulent activity and the customer as well as advising the customer their delayed order is actually ready to ship so they don’t feel they have to start the process all over again.
     
  8. digitaldufferme

    digitaldufferme New

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    It comes down to whether you feel as a customer you’re due some level of courtesy. If this is entitlement, I’m entitled.
     
  9. YMO

    YMO Chief Fun Officer

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    Please stop acting like a stereotype from Singapore. You are embarrassing yourself.
     
  10. digitaldufferme

    digitaldufferme New

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    It is the enthusiastic level of support Schitt’s products had on a forum populated by knowledgeable members and frequented by the brand owner which attracted me in the first place. I’ve made every effort to explain my anger at being linked to “fraudulent activity” without a request for further verification and in a poorly written canned response in a sensitive subject as clear as I can.

    Schitt has now amended their standard canned response to reflect these issues. They understand full well even if some of the forum members do not. Schitt is an online business and they well understand that only 1 in 10 dissatisfied customers respond, the others walk away unnoticed (and without sharing their experience with friends etc with the brand if the brand owners are fortunate). I haven’t accused anyone of being shill, there are people who feel a need to champion ‘their’ brand. They are susceptible to effective marketing and so long as they’re satisfied it’s fine by me.
     
  11. digitaldufferme

    digitaldufferme New

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    Thankfully for both of us, this is unlikely to occur but I’m certain I would give you the benefit of courtesy in that unlikely event. Different standards and expectations for sure. You’re entitled to accept poor customer service as the norm, I don’t.
     
  12. Thad E Ginathom

    Thad E Ginathom Friend

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    Yes, you are. I agree. You received a reply which made you feel as if you were being accused of fraud. Jason has said the wording could and will be improved. But hey, did it say f**k off criminal? Nope. Nor did it even actually accuse you of fraud.

    This is what I'd do on a bad day: get highly offended offended and shoot off an email telling the company to go screw itself.

    This is what I'd do on any other day: get highly offended, but manage to keep my hands off the keyboard until I'd calmed down and realised that, hey, this isn't as bad as my initial interpretation.

    Go back to square one. Realise that it might not have been the best-worded email in the world, but your reaction is disproportional.

    ///Further counselling is chargeable. Please mail me your credit-card details. Oh wait... maybe not!
     
  13. digitaldufferme

    digitaldufferme New

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    Your stereotyping is embarrassing.You are denigrating the entire population of a country baed on your ugly bias. Shame on you.
     
  14. digitaldufferme

    digitaldufferme New

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    Yes you’re entitled to your view. Schitt has improved its protocol. Your offer of counselling would be better directed elsewhere.
     
  15. HotRatSalad

    HotRatSalad Friend

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    Keep going. This has nothing to do with me or schiit audio. Listen to yourself. Standards... Courtesy... Protocal ... You sound foolish. I'm sure most companies would be fine with not dealing with you anyway.
     
  16. YMO

    YMO Chief Fun Officer

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    Not really. I just show this thread to my friend who just escaped from Singapore and he is laughing his butt off. He just said that most likely you are one of those guys who worked all his life to pay for your Flat. This is embarrassing.
     
  17. digitaldufferme

    digitaldufferme New

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    Schitt has now rectified their canned response. I disagree with having a canned response based on algorithms detecting such potential activity. In such cases, it would be better to make personalised contact but that is Schitt’s choice in customer service quality level. That’s a business decision for Schitt’s direct customers to accept/reject. They have lost me as a direct customer and as a potential brand evangelist. I do not require acceptance of my views on courtesy for the customer. I do value my right to place for public scrutiny poor protocol and practice in the hope of it’s improvement. The skilful use of language in the brand identity creation that Schitt has used was in stark contrast to that used in their standardised customer correspondence in a sensitive subject: fraud. They have rapidly improved the language of their standardised response which is a credit to them and to the public platform of this forum. Thank you all for the publicity of this forum which has made this Schitt customer service protocol improvement possible, publicity, even if mostly negative has achieved it’s purpose.

    Mods please feel free to lock this thread, or not; I have done my best to answer all who took the time to comment irrespective of viewpoint and will not respond further. If any members feel they need to have the final word, have at it.
     
  18. JK47

    JK47 Guest

    TLDR

    Time for you to f**k OFF!!!!!!!!!!!!!!!!!!
     
  19. insidious meme

    insidious meme Ambivalent Kumquat

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    Drama queens be drama queens. Even worse now with the Covid 19 lockdowns...
     
  20. rlow

    rlow A happy woofer

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    Back to my original response to you - Schiit isn’t perfect, like any other business. Things can almost always be improved and some transactions go better than others. I actually agree with you that their email was worded poorly and can understand how you could potentially get your back up about it, especially after waiting due to parts shortages only to have your order cancelled. That would be frustrating to me as well.

    In the same vein, I and others believe yours was an overreaction, and are being a bit of a cry baby about wanting to be treated a certain way. You are of course entitled to this opinion, but there’s no reason to ride in on a high horse declaring Schiit customer service sucks because of your singular experience. They had a poorly worded email, which you could have simply suggested they improve. But hey, cancelling your order entirely and making a big fuss on a forum can sometimes get more action than a polite request - so as you say, your goal was accomplished.

    At any rate, your mind and your actions will not be swayed by other opinions, and that is fine. You may want to start saving up and buying high-end audio gear from a dealer where you can get the white glove service you believe you deserve. That’s not a dig, this is an earnest suggestion. Either that, or stick to Amazon.

    I agree, please lock this thread. We are gaining nothing new here.
     
    Last edited: Apr 14, 2020

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