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#137054 - 24/01/2003 16:39 Sonicblue Customer Service SUCKS!
Redrum
old hand

Registered: 17/01/2003
Posts: 998
I ordered a RioRiot from the Sonicblue website on January 11th and was told that shipping would take place within 24 hours. Well, here it is the 24th of January and I still do not have my RioRiot. I ordered this product well in advance to be used for a plane trip I am taking tomorrow. Was told today that it could take another two weeks. However, “they do have this more EXPENSIVE one available that they could ship out immediately.” Now, why would I want to pay more money and believe them that they will ship immediately when their track record so far sucks? Of course I have contacted customer service pertaining to this matter and I get ASIA. The three different individuals I spoke with basically they told me that customer service is NOT their primary concern and they can do NOTHING. I contacted the headquarters here in the states and I am waiting for a call back, however I do not anticipate that I will receive one. I got the voice mail for a Christy Krull, who apparently is the assistant to Jeff Hastings, the Director of Customer Service, however I do not believe that SHE is in fact his assistant. Isn’t this the “bait and switch” trick? And I might add, false advertising. Looks like Sonicblue will not receive anymore of my business.

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#137055 - 24/01/2003 17:03 Re: Sonicblue Customer Service SUCKS! [Re: Redrum]
wfaulk
carpal tunnel

Registered: 25/12/2000
Posts: 16706
Loc: Raleigh, NC US
This is pretty typical of my experiences with SonicBlue outside the empeg guys, too.
_________________________
Bitt Faulk

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#137056 - 24/01/2003 17:15 Re: Sonicblue Customer Service SUCKS! [Re: wfaulk]
Redrum
old hand

Registered: 17/01/2003
Posts: 998
Yes, I had empeg problems and had to send it to Dave and received excellent repair service. Wish the rest of the company was like that!

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#137057 - 24/01/2003 17:36 Re: Sonicblue Customer Service SUCKS! [Re: Redrum]
davec
old hand

Registered: 18/08/2000
Posts: 992
Loc: Georgetown, TX USA
I think most of us wish the any customer service experience with anyone was like the empeg customer service... Some of the best I ever had!
As for your current experience, ayup pretty much the same here...
_________________________
Dave Clark Georgetown, Texas MK2A 42Gb - AnoFace - Smoke Lens - Dead Tuner - Sirius Radio on AUX

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#137058 - 24/01/2003 17:52 Re: Sonicblue Customer Service SUCKS! [Re: wfaulk]
Redrum
old hand

Registered: 17/01/2003
Posts: 998
By the way, since you are the grammar police, just thought I'd point out to you that Sonicblue does not have a capitol "B" in the name "blue." :-) Not trying to get into a p***ing match just having a little fun!

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#137059 - 24/01/2003 17:54 Re: Sonicblue Customer Service SUCKS! [Re: wfaulk]
ashmoore
addict

Registered: 24/08/1999
Posts: 564
Loc: TX
Am I slow? I have only just noticed the 'grammar police' tag!
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========================== the chewtoy for the dog of Life

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#137060 - 24/01/2003 18:04 Re: Sonicblue Customer Service SUCKS! [Re: Redrum]
rob
carpal tunnel

Registered: 21/05/1999
Posts: 5335
Loc: Cambridge UK
Jeff Hastings is my boss (my boss's boss really), VP of Engineering. He has also now taken on Customer Care - hopefully to turn it around in the same way he has Engineering. The Engineering department is almost unrecognisable compared with a year ago - people are empowered and things work. I really hope he does the same with customer care.

Wow that's some serious butt kissing, I hope he doesn't read the BBS.

I forget the name of Jeff's assistant, but Christy sounds familiar. If you get no luck I'll forward your issue to someone who can help. It sounds like most of the people you've spoken with are out source people, which is no excuse as they are representing our company and our name.

Rob

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#137061 - 24/01/2003 18:16 Re: Sonicblue Customer Service SUCKS! [Re: rob]
Redrum
old hand

Registered: 17/01/2003
Posts: 998
Thanks, I've got my wife working on it as well. She's pretty tough when it comes to customer service issues. I just get mad and want to punch somebody. She's extremely persistent and usually wins.

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#137062 - 24/01/2003 18:16 Re: Sonicblue Customer Service SUCKS! [Re: Redrum]
rob
carpal tunnel

Registered: 21/05/1999
Posts: 5335
Loc: Cambridge UK
Christy Krull, who apparently is the assistant to Jeff Hastings, the Director of Customer Service, however I do not believe that SHE is in fact his assistant

Kristine Crowell is Jeff's assistant - must be a southern accent or something!

Rob

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#137063 - 24/01/2003 18:18 Re: Sonicblue Customer Service SUCKS! [Re: rob]
Redrum
old hand

Registered: 17/01/2003
Posts: 998
Thanks for the correction on the name.

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#137064 - 24/01/2003 18:46 Re: Sonicblue Customer Service SUCKS! [Re: Redrum]
davec
old hand

Registered: 18/08/2000
Posts: 992
Loc: Georgetown, TX USA
It's capital not capitol...
_________________________
Dave Clark Georgetown, Texas MK2A 42Gb - AnoFace - Smoke Lens - Dead Tuner - Sirius Radio on AUX

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#137065 - 24/01/2003 18:49 Re: Sonicblue Customer Service SUCKS! [Re: davec]
jimhogan
carpal tunnel

Registered: 06/10/1999
Posts: 2591
Loc: Seattle, WA, U.S.A.
It's capital not capitol...

Ouch!...Oh, man, that's *gotta* hurt!
_________________________
Jim


'Tis the exceptional fellow who lies awake at night thinking of his successes.

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#137066 - 24/01/2003 18:54 Re: Sonicblue Customer Service SUCKS! [Re: davec]
Redrum
old hand

Registered: 17/01/2003
Posts: 998
Touché, Touché. I stand corrected!! :-)

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#137067 - 24/01/2003 19:11 Re: Sonicblue Customer Service SUCKS! [Re: rob]
Redrum
old hand

Registered: 17/01/2003
Posts: 998
Wife's on a rampage. She's already sent an email to esales@sonicblue.com and cc'ed Jeff Hastings and Christine Crowell. I also mentioned this forum so maybe that "brown" on your lips will pay off.

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#137068 - 31/01/2003 14:42 UPDATE! [Re: Redrum]
Redrum
old hand

Registered: 17/01/2003
Posts: 998
Wife handled the situation. My Rio Riot arrived today! She said she spoke with a man by the name of Brian Daniels, who then passed her on to Bean (SP?) Landon. He worked to satisfiy her and 2 day aired my rio to HER. She also told Bean that many people were not too happy with the customer service. Hopefully, they will work it out.

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