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CasaHouse wrote:

Chibi Bodge-Battle wrote:This is unacceptable behaviour imho.

Not only is it off-topic it you are making defamotary statements about a member of Dakka.

If you have had a problem with Chapterhouse, FW GW or anyone else, the first, second and third point of complaint is with that company.

It is poor form to address the issue in public without giving the supplier chance to redress the issue first.

I was trying to stay out of this, because my first foray into the thread was met with hostility.

But how in the name of anything you hold dear is it BAD FORM for you to expect someone whom you paid for something to get it right the first time? This isn't kindergarten. Dude's running a business. If he wants to make money, he should get into the habit of NOT needing second chances.

LOL way to stay out of it..

Try packing orders for 8 hours straight with small little bits and components that are similiar in shape and appearance and see if you never make a mistake.

Fact of the matter is I still have no idea what his order was without a PO#, and blame could be on either side at the moment (pertaining to wrong part).

Thanks Ketara for that, I think you put it in more elegant words then I could. I think you hit allot of that spot on.

Well said Ketara!

I have found its kind of one of the perks of owning your own business. that when some ones rude to you, You can choose not to do business with them again. You don’t need that kind of stress .

CasaHouse wrote:
But how in the name of anything you hold dear is it BAD FORM for you to expect someone whom you paid for something to get it right the first time? This isn't kindergarten. Dude's running a business. If he wants to make money, he should get into the habit of NOT needing second chances.

Because he's human and humans do make the occasional mistake? Or are you a stunning example of flawless perfect that never ever makes even a single mistake? If you're not, I don't know why you expect him to be. The mark of a business with excellent customer service is not one that never makes a mistake, because every business does. It's how the deal with and correct that mistake. If you're not going to give them a chance to fix an error, you can't complain that they never fix errors and have horrible customer service, like this guy was.

johnstewartjohn wrote:I have found its kind of one of the perks of owning your own business. that when some ones rude to you, You can choose not to do business with them again. You don’t need that kind of stress .

Ive never done that, but Ive come close to doing it a couple of times .

Some people are so stupid. You can't go around insulting people even on the internet. Because people are always watching.
So if you bluntly insult a company, you really think they are going to help you? If you are a bastard to a GW customer service guy you really think he is not going to tell you shut up and hang up the phone on you?
It is bluntly Stupid that you as the buyer get all the rights to attack a company just because of an order.

But All privacy for the issues should be sent through an email, not a live online forum that just about anyone can read.

CH you people are good,

Guy who is complaining please stop thinking just because you are the customer means you are entitled to everything, it is stupid to believe that, the Company hand made them and is not some damn corporation that has a Corrupt CEO.
Please reedit your posts as they are bluntly insulting to a Dakka Dakka User and I suggest you read the terms of use of Dakka Dakka before you recomment and quote me as you have not read them at all.

You May Not insult anyone and accuse anyone of anything on a Private Forum.

Sorry if I sounded like a jerk, but if you continually insult other users you deserved to be banned from Dakka Dakka.

His posts might of been unprofessional, but the fact still remains he can still defend himself. The Internet can be used as evidence against you, every post is recorded automatically by the mods and all of the Admins.

He is a human being and you are treating him like a separate entity. Please for the love of all that is holy be more considerate in your posts, as Chapter House Studios is already attacked by a major Corporation.

End.

Chapterhouse wrote:
LOL way to stay out of it..

Try packing orders for 8 hours straight with small little bits and components that are similiar in shape and appearance and see if you never make a mistake.

Fact of the matter is I still have no idea what his order was without a PO#, and blame could be on either side at the moment (pertaining to wrong part).

Used to stuff envelopes for a Life Insurance Company for 8hrs a day.

Only a one or two word difference per page in the contents of each one.

Actual different shapes would be a cakewalk.

Try listening to either soothing or very rhythmic music while you work. It helps.

-Casa

CasaHouse wrote:

Chapterhouse wrote:
LOL way to stay out of it..

Try packing orders for 8 hours straight with small little bits and components that are similiar in shape and appearance and see if you never make a mistake.

Fact of the matter is I still have no idea what his order was without a PO#, and blame could be on either side at the moment (pertaining to wrong part).

Used to stuff envelopes for a Life Insurance Company for 8hrs a day.

Only a one or two word difference per page in the contents of each one.

Actual different shapes would be a cakewalk.

Try listening to either soothing or very rhythmic music while you work. It helps.

-Casa

Well Im still not sure if his case of him getting the wrong product is my error or his error, it wouldnt be the first time a customer clicked on the wrong item to add to a cart, with my company or any company out there. I know I still make mistakes though and if its my fault I fix them at no cost to the customer (besides time in post).

Chapterhouse wrote:

I think there are many customers who have ordered from us, have had problems with products and see we are more then happy to do what we can to fix those problems.

Contrary to what some people believe, just being a paying customer does not give you a blatant right to try to make that company look bad if you have a problem with a product, especially when you have not done anythign to reach out to the company and see if they will help. Am I defensive by caring what is posted about me and my company to our customer base, especially when there is no recourse for my company, yes I am.

Call that a false sense of entitlement, or whatever.

Every paying customer has the right to post about bad customer service or experience, even if they have never given the company a chance to make it right or offer customer experience?. That seems a bit unfair, how about to you?

All I want is a chance to try to fix a customers issues before they rant and rave online about it, I dont think that is too much to ask.

And it isn't too much to ask to actually get what you paid for either is it? When I buy something from a company I expect the items I ordered in 100% pristine condition. What I don't expect is a bunch of lip from the company about my complaint no matter what venue I air that complaint. How about you fix the problem like a professional and not go off on someone about a problem they complain about. They gave you money for an item and any problem with that item is 100% your fault. That is period the end.

Your lack of professionalism is rather shocking. Would it have been beneath you to simply say something along the following lines"

"I'm sorry you had a bad experience with your order. If you can provide me with the order number I can find out what the issue was and send you replacement pieces. Again I apologize for any inconvenience this has caused you and I will do my best to ensure that this problem is fixed. Thank you for your business and your patience."

I mean why would you say anything other than something along those lines? It makes you look childish and bitter so why do you constantly insist on taking the low road when it comes to any criticism you get on forums? The bottom line is it costs you business.

Really? Because he's shown me that there's a human on the other end that thinks we should sympathize with him for having to do work and that he should never have to deal with the negative side of pushing his product on a public forum.

Yes, he absolutely has the right to answer back, but doing so makes him look petty and unprofessional. It's like the Comic Book Store Guy started a casting business.

Ketara, what is your "scenario" meant to demonstrate? That neither scenario gets your badly made product fixed? That's true, but both scenarios involve the customer receiving sub-standard product and then telling people about it. The customer isn't bound to secrecy. He didn't say "I tried to contact CH and they did nothing".

CH could stop posting at any time, he could just say "We're going to look into the complaint and do our best to resolve it". He's the one running up and down the thread waving his dirty laundry all over the place.

I actually thought the customer looked far more childish and bitter myself.

Chapterhouse wrote:

Well Im still not sure if his case of him getting the wrong product is my error or his error, it wouldnt be the first time a customer clicked on the wrong item to add to a cart, with my company or any company out there. I know I still make mistakes though and if its my fault I fix them at no cost to the customer (besides time in post).

Ok seriously?!?!?!?!??! Yeah blame the infamous "clicked on the wrong item" event as your out in this..... now thats shockingly professional. I mean really do you try and make it easy for people to root against you?

Oh, I wasn't really taking a shot at you, ChapterHouse. I was more irritated with the attitude that it's bad form to expect a company to get it right the first time, and to include it in your feedback when they don't. That's not how business works.

I apologize if it seemed that that was directed at you. It was more a conflict of rhetoric between unrelated parties.

plastictrees wrote:Really? Because he's shown me that there's a human on the other end that thinks we should sympathize with him for having to do work and that he should never have to deal with the negative side of pushing his product on a public forum.

Yes, he absolutely has the right to answer back, but doing so makes him look petty and unprofessional. It's like the Comic Book Store Guy started a casting business.

Ketara, what is your "scenario" meant to demonstrate? That neither scenario gets your badly made product fixed? That's true, but both scenarios involve the customer receiving sub-standard product and then telling people about it. The customer isn't bound to secrecy. He didn't say "I tried to contact CH and they did nothing".

CH could stop posting at any time, he could just say "We're going to look into the complaint and do our best to resolve it". He's the one running up and down the thread waving his dirty laundry all over the place.

How about because he said Chapterhouse has terrible customer service and wouldn't replace products when he never actually gave them a chance to do it?

Chapterhouse wrote:

CasaHouse wrote:

Chapterhouse wrote:
LOL way to stay out of it..

Try packing orders for 8 hours straight with small little bits and components that are similiar in shape and appearance and see if you never make a mistake.

Fact of the matter is I still have no idea what his order was without a PO#, and blame could be on either side at the moment (pertaining to wrong part).

Used to stuff envelopes for a Life Insurance Company for 8hrs a day.

Only a one or two word difference per page in the contents of each one.

Actual different shapes would be a cakewalk.

Try listening to either soothing or very rhythmic music while you work. It helps.

-Casa

Well Im still not sure if his case of him getting the wrong product is my error or his error, it wouldnt be the first time a customer clicked on the wrong item to add to a cart, with my company or any company out there. I know I still make mistakes though and if its my fault I fix them at no cost to the customer (besides time in post).

What was wrong with just posting this three pages ago? Good Lord.

Because if you read Brettz comment, it apparently still wasn't good enough?

plastictrees wrote:

Chapterhouse wrote:

CasaHouse wrote:

Chapterhouse wrote:
LOL way to stay out of it..

Try packing orders for 8 hours straight with small little bits and components that are similiar in shape and appearance and see if you never make a mistake.

Fact of the matter is I still have no idea what his order was without a PO#, and blame could be on either side at the moment (pertaining to wrong part).

Used to stuff envelopes for a Life Insurance Company for 8hrs a day.

Only a one or two word difference per page in the contents of each one.

Actual different shapes would be a cakewalk.

Try listening to either soothing or very rhythmic music while you work. It helps.

-Casa

Well Im still not sure if his case of him getting the wrong product is my error or his error, it wouldnt be the first time a customer clicked on the wrong item to add to a cart, with my company or any company out there. I know I still make mistakes though and if its my fault I fix them at no cost to the customer (besides time in post).

What was wrong with just posting this three pages ago? Good Lord.

He did. You might of just ignored it, happens sometimes on a thread, people ignore other posters.

plastictrees wrote:

Chapterhouse wrote:

CasaHouse wrote:

Chapterhouse wrote:
LOL way to stay out of it..

Try packing orders for 8 hours straight with small little bits and components that are similiar in shape and appearance and see if you never make a mistake.

Fact of the matter is I still have no idea what his order was without a PO#, and blame could be on either side at the moment (pertaining to wrong part).

Used to stuff envelopes for a Life Insurance Company for 8hrs a day.

Only a one or two word difference per page in the contents of each one.

Actual different shapes would be a cakewalk.

Try listening to either soothing or very rhythmic music while you work. It helps.

-Casa

Well Im still not sure if his case of him getting the wrong product is my error or his error, it wouldnt be the first time a customer clicked on the wrong item to add to a cart, with my company or any company out there. I know I still make mistakes though and if its my fault I fix them at no cost to the customer (besides time in post).

What was wrong with just posting this three pages ago? Good Lord.

Didnt I?

Of course he emailed me, after he posted his concerns on an online forum without giving us the chance to see what was wrong.

I read his email, but I still cannot do anything since I have no idea what order number he had.

So I really have no idea what his complaints are, that and pictures would be helpful as well.

For the record his concerns are resin casting "flaws" and wrong item shipped. (which could just as easily be he may have ordered the wrong item, I cant tell without seeing his PO#).

I dont know why people think it is better to post complaints on a online forum before contacting the company, that does not win you any points with anyone and certainly does not make the company more likely to help you.

His email tells me he already thinks our customer service sucks without even had any dealing with me before.

"I would like to get this order fixed and get what I origionally ordered, which would be the generic rhino sprue no.1 but that probably wouldn't happen, but I thought you guys would like to know about the flaws so you guys can fix them atleast"

Chapterhouse wrote:
Try packing orders for 8 hours straight with small little bits [/quote=Chapterhouse]

Oh i do hope thats my order you was packing, im frinking dying to try out the alien heads, they look great and i placed my order on friday!! One question do you think they will fit on bloodletter bodies?

Aduro wrote:

plastictrees wrote:Really? Because he's shown me that there's a human on the other end that thinks we should sympathize with him for having to do work and that he should never have to deal with the negative side of pushing his product on a public forum.

Yes, he absolutely has the right to answer back, but doing so makes him look petty and unprofessional. It's like the Comic Book Store Guy started a casting business.

Ketara, what is your "scenario" meant to demonstrate? That neither scenario gets your badly made product fixed? That's true, but both scenarios involve the customer receiving sub-standard product and then telling people about it. The customer isn't bound to secrecy. He didn't say "I tried to contact CH and they did nothing".

CH could stop posting at any time, he could just say "We're going to look into the complaint and do our best to resolve it". He's the one running up and down the thread waving his dirty laundry all over the place.

How about because he said Chapterhouse has terrible customer service and wouldn't replace products when he never actually gave them a chance to do it?

Wow, what are you talking about?

WillyBRags wrote:I picked up some product from chapterhouse the other day...the generic wolf rhino upgrade sprue #1...and it's a real disapointment to say the least...for one thing I ordered the upgrade sprue no.1 and got no.2 http://chapterhousestudios.com/webshop/component/virtuemart/?page=shop.browse&category_id=42
and it was so badly done that I will never use it for it's intended use...and the fact that I ordered two of them and they are both wrong, like the top hatch is incredibly thin on one side...so much so that I can see light through it, and there are so many molding flaws makes me a sad panda...but those little armor pieces would look cool if I made a looted wagon for orks though...but still...waste of $31.00

Honestly, the "Customer clicked the wrong button" dodge is lame, but after establishing a threshold of "He's a liar and we probably won't help him" it looks like good customer service.

brettz123 wrote:

Chapterhouse wrote:

Well Im still not sure if his case of him getting the wrong product is my error or his error, it wouldnt be the first time a customer clicked on the wrong item to add to a cart, with my company or any company out there. I know I still make mistakes though and if its my fault I fix them at no cost to the customer (besides time in post).

Ok seriously?!?!?!?!??! Yeah blame the infamous "clicked on the wrong item" event as your out in this..... now thats shockingly professional. I mean really do you try and make it easy for people to root against you?

The thing is here, we don't know.
The customer hasnt even provided Nick with the Order # so he can find out........

Yeah but who cares, Im already guilty in a couple of posters eyes.


Automatically Appended Next Post:

Boomer wrote:

Chapterhouse wrote:
Try packing orders for 8 hours straight with small little bits [/quote=Chapterhouse]

Oh i do hope thats my order you was packing, im frinking dying to try out the alien heads, they look great and i placed my order on friday!! One question do you think they will fit on bloodletter bodies?

No idea, whats your PO#

Where they the Xeno or Ymgr heads?

Chapterhouse wrote:
Didnt I?

/boggles

Umm, no, you didn't. Astonishingly, I wasn't referring to the "it might be the customers fault" line as indicative of how to handle customers.

Yep. By now nothing will convince some of them.
3/4 of dakka thinks you should win. Take the hint.

3/5 actually.

Most of the people daring to question CH are doing so because of the way he handles himself. This isn't about an error on an order, those happen (or didn't happen), this is about the way he's dealing with it.

It doesn't seem to matter though, apparently most of Dakka is eating up the "straight shooting small business man just trying to make an honest buck and speak his mind" routine.

Chapterhouse wrote:Yeah but who cares, Im already guilty in a couple of posters eyes.


Try packing orders for 8 hours straight with small little bits

Oh i do hope thats my order you was packing, im frinking dying to try out the alien heads, they look great and i placed my order on friday!! One question do you think they will fit on bloodletter bodies?



No idea, whats your PO#

Don't worry I was kinda joking i know you guys only post once a week so im not evening expecting it to be posted till next friday and then its coming to merry england.
But in hopes of derails this thread of 'attack Chapterhouse' do you think the Ymgarl Heads will go on a bloodletter body or would it look too big / small?

And don't worry about defending your self, it's your comany and and your good name on the line. It only takes one person to make something up and post it online to try and make you look bad.
Ive worked in customer service and you would not belive what people think they should expect. Errors and mistake happen. My first order with minimax went wrong but they helped one i explained the issue in a email and it was all relsoved and now i use them again. It not if there is a problem its how its sold that helps, but the customer has to be willing to help themselives. Ive found that loads of people are just too lazy to do anything and expect it to be done for them. Infact I found women are the very worst. They would scream and shout and make the most stupid demands coz a £6.00 was not the colour they expected. Poeple live in a blame someone / anyone else world. Sorry for the rant.

brettz123 wrote:

And it isn't too much to ask to actually get what you paid for either is it? When I buy something from a company I expect the items I ordered in 100% pristine condition. What I don't expect is a bunch of lip from the company about my complaint no matter what venue I air that complaint. How about you fix the problem like a professional and not go off on someone about a problem they complain about. They gave you money for an item and any problem with that item is 100% your fault. That is period the end.

So to clarify this. You post your complaint in a public forum, in an already volatile thread instead of sending the chap an email. And then you demand he act 'like a professional'?

Seriously, I recommend you examine your own method of conflict resolution. You're coming off as quite petty and unprofessional yourself here.

Your lack of professionalism is rather shocking. Would it have been beneath you to simply say something along the following lines"

"I'm sorry you had a bad experience with your order. If you can provide me with the order number I can find out what the issue was and send you replacement pieces. Again I apologize for any inconvenience this has caused you and I will do my best to ensure that this problem is fixed. Thank you for your business and your patience."

I'm sure he would have done, had you chosen to air your complaint in a less combatative way.

I mean why would you say anything other than something along those lines? It makes you look childish and bitter so why do you constantly insist on taking the low road when it comes to any criticism you get on forums? The bottom line is it costs you business.

Because he feels he is being unfairly wronged? As already stated, there's a person there, not an employee of a multinational company. Considering the 'unprofessional' insult you keep slinging at him, you're really not up to delivering the 'childish and bitter' remark.

plastictrees wrote:Really? Because he's shown me that there's a human on the other end that thinks we should sympathize with him for having to do work and that he should never have to deal with the negative side of pushing his product on a public forum.

Sympathize? You misunderstand. I'm just pointing out some of the obvious inadequacies in the vitriol being thrown his way. If you can't handle people pointing out the illogical flaws in your accusations when you start flinging them, you're in no position to be throwing those accusations in the first place.

Yes, he absolutely has the right to answer back, but doing so makes him look petty and unprofessional. It's like the Comic Book Store Guy started a casting business.

So you would prefer you all got to slag him off and him not able to respond? Because what you basically just said there is 'if he dares respond to us in the way we are accusing him, he is unprofessional and wrong, whilst we are righteous and correct'. Sorry, that doesn't hold water.

Ketara, what is your "scenario" meant to demonstrate? That neither scenario gets your badly made product fixed? That's true, but both scenarios involve the customer receiving sub-standard product and then telling people about it. The customer isn't bound to secrecy. He didn't say "I tried to contact CH and they did nothing".

My scenario is meant to demonstrate that perhaps the customer in this case is not acting in the most sensible of ways, and seems to have some bizare axe to grind with them publicly, moreso than he seems to be interested in resolving his issue with them. If he posted this about any company at the moment that isn't under fire, the larger part of the forum would just raise an eyebrow and enquire why he didn't attempt to do things the sensible way and contact the company before posting vitriol everywhere. Just because Chapterhouse is currently under fire doesn't make it suddenly okay.

CH could stop posting at any time, he could just say "We're going to look into the complaint and do our best to resolve it". He's the one running up and down the thread waving his dirty laundry all over the place.

He's responding personally, in a way I wish GW would.

But you seem to have some bizare problem with him doing that. Almost like you have a problem witha company being allowed to post on a public board, and defend themselves against accusation, professional or no.

Ymgr heads


Automatically Appended Next Post:
i think something is wrong with my posts......

Boomer wrote:Ymgr heads


Automatically Appended Next Post:
i think something is wrong with my posts......

Nah you might of forgoten to put an extra ]/quote]
happens sometimes.