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Has anyone ordered from them recently? I ordered a tray on the 2nd Nov and their website said they would normally be shipping orders within 14 days of receiving the order. Tried to drop them an email asking 'hey, any progress on the order?' on the 21st. Didn't get a reply to that so I tried their facebook page because I know some companies pay more attention to their facebook page than their actual email. Still no reply and today when I looked, my message left on their wall was deleted. Should I be worried? I'm somewhat paranoid cause of the whole recent maelstrom debacle.

If they took the time to delete your message and not reply you should be concerned about poor communication at least. I'm not sure how you worded the comment so they may have taken offense to something but regardless they should have contacted you privately even if they did.

Submit a paypal dispute now so the clock doesn't run out. Once your product is in-hand, you can always cancel the dispute. That's the key-word - in hand, not if they said they shipped it and ask you to close the dispute.

Whats the time frame for a paypal dispute? 35 days? I kind of want to try emailing them again.

My wording was pretty simple for the facebook message. It sort of went "Just like to inquire about the status of my order? I placed it on 2nd Nov, it's order 108" No profanity or anything

Sining wrote:
Whats the time frame for a paypal dispute? 35 days? I kind of want to try emailing them again.

Trust me; submit the paypal dispute now regardless of the clock. Paypal dispute emails use a a magical internet that regular email doesn't - when regular emails "don't show up", "get sent to the spam filter"; or otherwise are unacknowledged, the magical internet that Paypal disputes traverse will bypass all that stuff and somehow always get a response immediately.

Besides, deleting your facebook posting was a response. Just not an appropriate one. They are aware of your problem and don't care.

Its strange how Maelstrom affected the community. Imagine I had emailed them about 5 times being from extremely polite to just polite. While I was polite they were pocketing my money and never intended to service me (you see most of the ordered stuff were GW). It was an educating experience, now I know better. Claim the gak out of them man.
Take no prisoners. Take no gak.
As Megadeth eloquent lyrics say

 Ouze wrote:

Sining wrote:
Whats the time frame for a paypal dispute? 35 days? I kind of want to try emailing them again.

Trust me; submit the paypal dispute now regardless of the clock. Paypal dispute emails use a a magical internet that regular email doesn't - when regular emails "don't show up", "get sent to the spam filter"; or otherwise are unacknowledged, the magical internet that Paypal disputes traverse will bypass all that stuff and somehow always get a response immediately.

I just raised a glass of jbeer in Ouzes direction for this. Start the claim process asap. The paypal internets will ensure you get a reply.

It's 45 days for a dispute.

Nov 2nd was Warmachine Weekend which they attended. I would give them the benefit of the doubt and shoot them another email.

I did. Still didn't have any reply. At which point, I decided to go ahead with initiating claims.

Sining wrote:
I did. Still didn't have any reply. At which point, I decided to go ahead with initiating claims.

Good move. In the world of internet commerce you have to cover your butt and apply firm pressure. I am reluctant to give much leeway unless I am very familiar with a business or retailer. In my perspective, trust must be earned through a combination of competent customer service and a proven track record of successful fulfillment. For me, a large part of competent customer service comes down to providing accurate information in a timely manner and accepting responsibility.

With Red Box Games, for example, I have no worries at all. I have learned that if Tre Manor takes my money, it will be handled professionally and responsibly every time. I know that The War Store fills orders quickly and efficiently and that Hirst Arts gives customers a great degree of care and attention.

If a company isn't on my mental trusted list, I always plan for the worst and hope for the best.

Convention season isn't an excuse for lack of communication. It sounds like OP tried various ways of contact, only to receive zero communication in return. Opening a Paypal dispute is definitely the right way to go. All it would have taken from Broken Egg was a short "Hi, sorry for that, we've been really busy with convention X, your board will ship by date Y" or somesuch. But nobody wants to be completely ignored, especially when you're dropping that much cash on something.

If you don't have a dedicated CS team focused on customer communication then some time should be scheduled during the working day in order to respond.

I have always been taught this simple fact. A customer who communicates, with an issue or a complaint, wants to continue being a customer.
Not responding in a timely manner is the worse thing you can do.

 Mr. Burning wrote:
If you don't have a dedicated CS team focused on customer communication then some time should be scheduled during the working day in order to respond.

I have always been taught this simple fact. A customer who communicates, with an issue or a complaint, wants to continue being a customer.
Not responding in a timely manner is the worse thing you can do.

Amen! I worked my way through college and grad school in university development, and student callers were often unhappy and defeated about the prospect of calling someone who is upset about something at the university. But people who are upset are people who care and have an emotional investment in the institution. They are actually far more likely to donate than people who couldn't care less.

These people want to talk to someone about their concerns; want that time and attention. Giving it is quite simple.

Deleting a 'I can't contact you, where is my order' type post from their facebook site seems a very bad sign to me

(unless it was very rude/abusive which doesn't seem to be the case)

if they had time to delete it they had time to respond, even if it was with a quick

'we're all away at a show will get back to you wen we get back to the office on X'

 OrlandotheTechnicoloured wrote:
Deleting a 'I can't contact you, where is my order' type post from their facebook site seems a very bad sign to me

(unless it was very rude/abusive which doesn't seem to be the case)

if they had time to delete it they had time to respond, even if it was with a quick

'we're all away at a show will get back to you wen we get back to the office on X'

If the post had information like order details I would have deleted it too. Would I want to tell the world about my level of satisfaction? sure. Do I want the world to know my order details and references? probably not.

Egg should still get in contact with the customer via their 'work' communication system.

 Mr. Burning wrote:

 OrlandotheTechnicoloured wrote:
Deleting a 'I can't contact you, where is my order' type post from their facebook site seems a very bad sign to me

(unless it was very rude/abusive which doesn't seem to be the case)

if they had time to delete it they had time to respond, even if it was with a quick

'we're all away at a show will get back to you wen we get back to the office on X'

If the post had information like order details I would have deleted it too. Would I want to tell the world about my level of satisfaction? sure. Do I want the world to know my order details and references? probably not.

Egg should still get in contact with the customer via their 'work' communication system.

The customer posted on the broken egg facebook wall (as they didn't answer his emails) so he chose what info to include on his post

Broken egg are the ones that deleted the post it looks like to remove the criticism (and still didn't contact the customer ether via email or facebook message from what he's posted here)

 Mr. Burning wrote:

 OrlandotheTechnicoloured wrote:
Deleting a 'I can't contact you, where is my order' type post from their facebook site seems a very bad sign to me

(unless it was very rude/abusive which doesn't seem to be the case)

if they had time to delete it they had time to respond, even if it was with a quick

'we're all away at a show will get back to you wen we get back to the office on X'

If the post had information like order details I would have deleted it too. Would I want to tell the world about my level of satisfaction? sure. Do I want the world to know my order details and references? probably not.

Egg should still get in contact with the customer via their 'work' communication system.

All it had was my order number, which didn't contain any of my personal information at all. Not really sure why that would warrant deletion
I'm surprised though that no one has posted any reaffirmations for Broken Egg. When I first posted I thought at least one person would say 'it's okay, Broken egg takes a while but they usually have great service/come through for you' which would have reassured me a bit but no one has.

You ordered on the 2nd, Broken egg ship within 14 days, so that takes us to the 16th or 22nd November depending on how they view working days.

I don't know what the shipping dates to Singapore are (that's your country flag so I'm assuming this location) or what the time scale activities re for local postal services, so give it 7-14 days shipping that takes us into December to receive your items.

Broken Egg have some time to deliver your items, but I whole heartedly agree that Broken Egg should be communicating this to you and not have it worked out on a forum.

Edit.

Just sent this to Broken Egg:

Hi guys,

You currently have your very own thread on DakkaDakka.com . Unfortunately it isn't about your products, but rather your lack of communication to a customer.

Whilst your products are great, your seeming lack of attention to customer communication could be problematic. I'm sure a swift check of your e-mails will ease this customers concerns and allow the community at large to know that your service levels are as good as your product appears to be.

Regards

Andy

Just a quick note to them, If they pick it up. If they get back to me I'll post up the response.

Well, it just says 14 days on the website, not 14 working days. Although both dates are past already.

Usually takes about 10-14 days to receive items, or at least that was the general time frame it took for me to receive stuff from warstore. My order; last I checked, still hadn't gone past processing yet so...yeah....

I mean, if it's going to take a while, it'll be good to be kept in the loop. Unfortunately, after maelstrom, silence generally doesn't invite much trust from me

Well, an update on the situation. Someone at broken eggs has finally replied to me, so that makes what...32 days after I placed an order to actually get a reply? And 12 days after I raised my first query with them and only 7 days from when I raised my CC dispute with the bank. I'm guessing the CC dispute had to do with them contacting me I guess -_- Apparently they've been trying to contact me; I have no idea how considering I have no emails from them, my spam mail has no mails from them, my facebook has no mails from them and the facebook msg I posted on their wall disappeared like 2 days after I posted it.

Best part, the order still isn't shipping. It's still in processing because apparently, there was something 'wrong' with the shipping fee they charged me initially. So now it's gone from 10USD to 60USD, but they're willing to help me subsidise 20USD of it so that means I get to pay another 30 USD more. God knows how I would pay it and whether I even trust them enough to do so. Actually, no...I don't.

I know they definitely charged me on the 6th cause thats the date shown on my CC bill, you'd think they would have told me at the time 'oh shipping is wrong' or you know...replied to one of my 3 messages left to them.

edit: Actually I'd be a lot less annoyed at this moment if they hadn't said 'oh, we've been trying to contact you' and just said 'sorry, we didn't contact you because we've been busy etc etc etc'. Obviously they have my email address correct since that's how they're contacting me at the moment so that just means something's wrong on their side

Wow. I... would probably not pay that for shipping, ever. I feel like what they *should* have done was to keep your shipping at $10, eat the cost, and then do some research on international shipping to figure out what to appropriate amount to charge next time.
There comes a point when dealing with a company becomes too much hassle, and it's looking like you're close to reaching that point.

I'd probably cancel the order at this point, and have your CC company do a charge-back to the card. This is simply terrible customer service.

Mr. Grey wrote:Wow. I... would probably not pay that for shipping, ever. I feel like what they *should* have done was to keep your shipping at $10, eat the cost, and then do some research on international shipping to figure out what to appropriate amount to charge next time.
There comes a point when dealing with a company becomes too much hassle, and it's looking like you're close to reaching that point.

I'm not sure their profits can even cover the 50 dollar difference in shipping. Probably not. To be fair to them, they offered to subsidise 20usd off the shipping. It just took them...32 days after I placed the order to tell me the shipping was wrong; while ignoring my other msgs in between.

gohkm wrote:I'd probably cancel the order at this point, and have your CC company do a charge-back to the card. This is simply terrible customer service.

I'm already disputing the charge with my bank and now that the guy has sent me a message, I told him I want to cancel the order as well. I got a canned email saying they would respond within 36 hours -_-

Wow! 32 days.

That's poor, poor, service. Glad you got some kind of resolution though.

Or will do in 36hours

*jots down Broken egg Games on the list of companies never ever to do business with*

Thanks!

Sining wrote:

Mr. Grey wrote:Wow. I... would probably not pay that for shipping, ever. I feel like what they *should* have done was to keep your shipping at $10, eat the cost, and then do some research on international shipping to figure out what to appropriate amount to charge next time.
There comes a point when dealing with a company becomes too much hassle, and it's looking like you're close to reaching that point.

I'm not sure their profits can even cover the 50 dollar difference in shipping. Probably not. To be fair to them, they offered to subsidise 20usd off the shipping. It just took them...32 days after I placed the order to tell me the shipping was wrong; while ignoring my other msgs in between.

Oh yeah, they'll probably lose money if they kept your shipping at $10 and sent you the board anyways. That's what I meant, though - eat the cost of one board, make the customer happy, and then re-evaluate your international shipping rates.
First Class International mail, via the USPS, isn't actually terribly expensive for what it is. I got an estimate once on shipping a roughly 10lb package to Japan. The box was a carry case with chaos marines, and measured 18"x12"x6" or something. Estimated shipping was $15. So it's not like cheaper options aren't possible. But sending you your purchase at the original quoted price would have been the right thing to do, whether they lost money on it or not.