Quote:
Originally Posted by timoggy";p="
Latest update:
Thoughts so far:
OK, so they are not the quickest. You could probably argue that 3 or so working days to turn around the faulty player and send replacement could be better. However it is not that bad. Bearing in mind that they said in an earlier email that the turnaround could be 2 weeks, 3 working days is more than acceptable.
As I have said before, I am dealing with a company that is in a different time zone (7 or 8 hours ahead of UK time). So this will affect responses (in both directions). Taking that into consideration, I think that the service I have recieved (and I know I have said it before), has been good.
I think that Uxcell have had some inappropriate bad press on these forums from people expecting that buying from the internet (halway round the globe) is liking buying from the corner shop. You get better value for money goods, but have to accept that it will take some time to resolve problems if they occur.
That said, I also believe that customer feedback (good and bad) is very important. Customer feedback should allow Uxcell to review and improve their service. We must not forget though, improvements may cost money which would then (inevitably) be passed on to the customer. You get what you pay for.
Will update once new player recieved.
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I think you hit the nail on the head, so naturally, I totally agree. The issue I have with many customers of UXCell is that they seem to neglect the fact the company is halfway round the world, they're not in the same time zone, they're not a corner shop, and they are dealing directly with a Chinese factory! In fact I've told people this before; if you want corner shop service, buy from a corner shop! If you're counting the hours after you've sent in a faulty player, waiting for a response and with nothing to do but post here each hour about how frustrated you are waiting each hour for a response, you're going to be disappointed!
People are lucky they even have a resource like UXCell! A few years ago, it didn't exist, and the $300+ iPod was the only game in town. Thanks to the King Of Customer Gouging (APple), ,many would not have been able to afford iPods this Xmas or later, to give as gifts or even buy for themselves. Its places like UXCell that made it possible for many people to own anything close to an iPod.
There are problems with name brand players like the iPod, and if you come in to the store one year and one day later, Apple don't wanna know from your ass. They'll just tell you to buy another Nano. I'm not even sure how good their service is within that one year warranty period. Its probably fair to say the Apple product is less likely to come with as many problems as we're seeing with the unbranded products. Like you said, I think you get the best value from unbranded products like UXCell sells, but not the best quality control. The money you save buying these products has to come from somewhere....
I believe part of it comes from no advertising budget, very low mark-up (profit by the manufacturer and the rest of the distribution chain), less QC, significantly reduced customer service, cheaper parts, shoddier firmware and other factors. I accept that, and that it takes longer to receive customer service, and so should anyone who buys such products. And a good point has been made that if you want better service from merchants like UXCell, you're bound to pay a higher cost for your product. But when starting out to buy something, people generally buy on price and price alone, and dont do lengthy comparisons of customer service between one merchant and another. Only later do they complain about the quality of customer service, after they've gotten their terrific deals, and may require it. You can't have it all, folks! In terms relative to their direct competition, speaking from someone who's dealt with many other Chinese merchants, UXCell is doing an above average job of customer service.