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Deep Discount
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DVD Profiler Unlimited RegistrantBluefox75
I don't belong...
Registered: March 13, 2007
United States Posts: 146
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I tried calling DD again today, as the item still hasn't arrived. After a few minutes of going in circles with one rep, I asked for a Supervisor. I got a tart named Sabrina, who immediately let it be known that I couldn't push her around.

I calmly and politely stated my problem and my concerns that it seemed that DD didn't want to resolve my issue, thereby keeping my business. She cut me off and said, in a very snotty way, that policy dictated that they had to wait the maximum time before reshipping a package, no ifs, ands or buts.

I said, a little more hotly than I intended, to be honest, that I could just as easily go to my local Wally world and for a buck or two more, get the DVD in question. She then said, and I quote, "Why didn't you, then? It would have saved us the trouble of listening to you."

I have never been spoken to in such a manner, especially by a customer service rep. True, they have a stinky job, one I've done myself, but that was uncalled for.

I called her on the attitude and she apologized then offered me $5 off my next purchase, as though that would make me forget that she just insulted me. I accepted the apology but asked what they intended to do about my missing item.

She refused to budge on the policy, blaming it on their system, which I imagine is a fairly well-used excuse. She said I had to wait until the 2nd, then call again and request a reship. That's completely asinine. True, the US postal service sucks but it doesn't take 15 days to ship a package from Rhode Island to Arkansas. So, the item must be lost, right. Not so, according to DD.

Y'know, I love the great prices but I may have to trade that off for better customer service and more peace of mind.
I was wise once; when I was born, I cried - Welsh proverb
 Last edited: by Bluefox75
DVD Profiler Unlimited Registrantkatharsis
Registered: March 13, 2007
United States Posts: 93
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Damn! Sorry to hear that you went through that! 
I hate when you ask for a supervisor and they give you attitude right away!  I understand they get all the sh*t from unhappy customers who are fed up talking to regular sales reps, but they are the ones that are supposed to resolve sh*t and not talk to you in a way like this.  Thats definitely uncalled for and very incompetent.  Dont know how much you ordered for, but I would have told them to put that $5 coupon somewhere else.  Out of my experience (which really sucks to work like that) it really does help if you threaten them to contact the BBB with inproper business practises.  I really hate to do that but sometimes this seems to be the only way to get to them.
I'd wait until the 2nd then call them again and if nothing happens maybe go that route.

Good luck!
- Life is just a form of animated death.
 Last edited: by katharsis
DVD Profiler Unlimited RegistrantBluefox75
I don't belong...
Registered: March 13, 2007
United States Posts: 146
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Well, imagine my surprise when I opened my P.O. box today and find the "lost" DVD inside. I know I should be happy that it showed up, but I'm not. I still had to deal with that harpy at DD and now I've found some more DVDs I want to order there, as they have the best prices. That's the maddening part; I still want to find the best bargains but I've only found them at a place I have begun to hate...
I was wise once; when I was born, I cried - Welsh proverb
DVD Profiler Unlimited RegistrantCalidain
You're no Daisy at all!
Registered: March 16, 2007
Posts: 405
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I have never had any problems with them to be honest, through dozens of orders as well!!!
My Collection!!!
DVD Profiler Unlimited RegistrantVibroCount
The Truth is Silly Putty
Registered: March 13, 2007
Reputation: High Rating
United States Posts: 5,635
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With the thousands of DVDs I've order from them over the years, I've had fewer than a half-dozen reasons to call to correct problems. Twice I got a woman who refused to assist me in any way that I would consider acceptable. But recalling my years with Radio Shack, calling Sprint, Verison, Cingular, Virgin Mobile, MSN, and other "partners" and occasionally getting CSRs who had no concept on how customer service ought to work, I would hang up, and call again. Invariably, the new rep would be far more informed and pleasant that the rep I hung up on. After all, it would be hard to imagine anyone worse.

DD has problems, but compared to other sites, they are few & far between, and can often be resolved (to the customer's satisfaction) by hanging up and calling again.
If it wasn't for bad taste, I wouldn't have no taste at all.

Cliff
DVD Profiler Desktop and Mobile RegistrantStar ContributorVoltaire53
Missed again!
Registered: March 13, 2007
Reputation: High Rating
United Kingdom Posts: 2,287
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Quoting Bluefox75:
Quote:
Well, imagine my surprise when I opened my P.O. box today and find the "lost" DVD inside. I know I should be happy that it showed up, but I'm not. I still had to deal with that harpy at DD and now


So let me get this straight... the 'harpy' said you had to wait the full number of days, which was in the terms and conditions, and you had a go at her (taking up her time that could be spent helping other people with complaints that were not against their terms and conditions) so she got annoyed in return (which I accept was unprofessional, but only human, but offered you a discount for her lack of professionalism)...

Quote:
True, the US postal service sucks but it doesn't take 15 days to ship a package from Rhode Island to Arkansas. So, the item must be lost, right. Not so, according to DD.


So this is blatantly wrong on your part because then it turns up within the stated time (which you should have waited anyway) and you're upset they didn't send out a replacement (which of course you would have sent back when the first copy turned up late... riiight)... and hang the fact they can only reclaim losses and put in an enquiry with the Post Office for tracing the parcel after the fixed period (because the PO would have said the same to her as she said to you if she did).

I see. 
It is dangerous to be right in matters where established men are wrong
 Last edited: by Voltaire53
DVD Profiler Unlimited RegistrantRifter
Reg. Jan 27, 2002
Registered: March 13, 2007
United States Posts: 2,694
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Quoting VibroCount:
Quote:
With the thousands of DVDs I've order from them over the years, I've had fewer than a half-dozen reasons to call to correct problems. Twice I got a woman who refused to assist me in any way that I would consider acceptable. But recalling my years with Radio Shack, calling Sprint, Verison, Cingular, Virgin Mobile, MSN, and other "partners" and occasionally getting CSRs who had no concept on how customer service ought to work, I would hang up, and call again. Invariably, the new rep would be far more informed and pleasant that the rep I hung up on. After all, it would be hard to imagine anyone worse.

DD has problems, but compared to other sites, they are few & far between, and can often be resolved (to the customer's satisfaction) by hanging up and calling again.


No kidding.  I just renewed my cell phone deal.  Sprint called me and offered me a good deal, and I said yes.  That was on a Friday morning.  Then I spent the next FIVE days and 11 calls TO Sprint to get it resolved based on the parameters THEY proposed to me!  I finally did get the new phone though, and will see if they got the contract right when the first bill comes next month.
John

"Extremism in the defense of Liberty is no vice!" Senator Barry Goldwater, 1964
Make America Great Again!
DVD Profiler Unlimited RegistrantRifter
Reg. Jan 27, 2002
Registered: March 13, 2007
United States Posts: 2,694
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Quoting Voltaire53:
Quote:
Quoting Bluefox75:
Quote:
Well, imagine my surprise when I opened my P.O. box today and find the "lost" DVD inside. I know I should be happy that it showed up, but I'm not. I still had to deal with that harpy at DD and now


So let me get this straight... the 'harpy' said you had to wait the full number of days, which was in the terms and conditions, and you had a go at her (taking up her time that could be spent helping other people with complaints that were not against their terms and conditions) so she got annoyed in return (which I accept was unprofessional, but only human, but offered you a discount for her lack of professionalism)...

Quote:
True, the US postal service sucks but it doesn't take 15 days to ship a package from Rhode Island to Arkansas. So, the item must be lost, right. Not so, according to DD.


So this is blatantly wrong on your part because then it turns up within the stated time (which you should have waited anyway) and you're upset they didn't send out a replacement (which of course you would have sent back when the first copy turned up late... riiight)... and hang the fact they can only reclaim losses and put in an enquiry with the Post Office for tracing the parcel after the fixed period (because the PO would have said the same to her as she said to you if she did).

I see. 


Don't you just love how reasonable people can be? 
John

"Extremism in the defense of Liberty is no vice!" Senator Barry Goldwater, 1964
Make America Great Again!
DVD Profiler Unlimited RegistrantBluefox75
I don't belong...
Registered: March 13, 2007
United States Posts: 146
Posted:
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Quoting Voltaire53:
Quote:
Quoting Bluefox75:
Quote:
Well, imagine my surprise when I opened my P.O. box today and find the "lost" DVD inside. I know I should be happy that it showed up, but I'm not. I still had to deal with that harpy at DD and now


So let me get this straight... the 'harpy' said you had to wait the full number of days, which was in the terms and conditions, and you had a go at her (taking up her time that could be spent helping other people with complaints that were not against their terms and conditions) so she got annoyed in return (which I accept was unprofessional, but only human, but offered you a discount for her lack of professionalism)...

Quote:
True, the US postal service sucks but it doesn't take 15 days to ship a package from Rhode Island to Arkansas. So, the item must be lost, right. Not so, according to DD.


So this is blatantly wrong on your part because then it turns up within the stated time (which you should have waited anyway) and you're upset they didn't send out a replacement (which of course you would have sent back when the first copy turned up late... riiight)... and hang the fact they can only reclaim losses and put in an enquiry with the Post Office for tracing the parcel after the fixed period (because the PO would have said the same to her as she said to you if she did).

I see. 


Wow, now I remember why I avoid forums: Someone always has to have a poke at you...
I was wise once; when I was born, I cried - Welsh proverb
DVD Profiler Unlimited RegistrantFUBAR
It's Gonna Work
Registered: March 21, 2007
Canada Posts: 171
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The criticism of your impatience is justified.  You have been haranguing the employees at this company for following the rules.  The reason for these rules is to reduce their losses which therefore alllows them to remain competitive with pricing.  A 15 day waiting period seems justified in my mind.  I would still be annoyed at waiting this amount of time but that's all one can do until the 15 days was up is be annoyed.

As it turned out the delay wasn't the shipper's fault, but was the Postal Service's fault.  Did you call DD to apologize for your manner to their staff.  I don't think so.

Your response to Voltaire I think is indicative of your temperament and attitude.  For you it must feel as though everyone is out to get you.  In fact everyone up until Voltaire's posting was sympathetic, but you wanted 100% positive feedback.  Tough S**t.
Graham
DVD Profiler Desktop and Mobile Registrantt001z
Reg: January 30, 2005
Registered: March 29, 2007
United States Posts: 103
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I don't know, in the last few weeks I have made a few purchases from them and I always go with the free shipping (listed as 5-7 days).  Aside from the fact that sometimes the stuff may not be in stock, shipping has been pretty quick. 

I have usually gotten the stuff in about 3-4 days ... maybe it is just me, but I could not help but notice that each of these times, it was shipped from a warehouse located about 8 miles from my house. 

Really, you gotta admit, if you are waiting for DVD's to get to you and you live in Hawaii, you can't expect the rest of us to feel bad for you, go jump on a surf board and hit the beach.
DVD Profiler Unlimited RegistrantBluefox75
I don't belong...
Registered: March 13, 2007
United States Posts: 146
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I didn't start this thread to solicit sympathy from anyone.

Yes, my "haranguing" of Deep Discount's CSR's was most likely unwarranted and no, I am not going to call and apologize for my behavior. I would like to point out that my anger was a direct result of the actions of one of the aforementioned representatives. I was polite, calm and as understanding as I could be until I was basically insulted by the person I spoke to.

Was Voltaire, and a few others, justified in expressing his opinion about my attitude and actions? Definitely yes. I've always been a strong supporter of that basic human right and will continue to be. And I think my opinions in this thread are equally justified.

Do I feel bad about my attitude? Yes, I am human and I do have a conscience.

Do I care what others think of me personally? Yes, I am human. Will I let those opinions stop me from expressing myself? No. But I do wish to thank my dissenters for expressing themselves.

This will be the last reply I post in this thread and I hope that it ends here for other people as well. There are much better things to do in life than this.

Also, this might be a shining example of why lurking on a forum was so appealing to me in the past. If you don't have something useful to say, then why say anything at all. I don't know what I was thinking; I suppose sharing in the fellowship around something I really enjoy, collecting and watching DVDs, was too much for me.
I was wise once; when I was born, I cried - Welsh proverb
 Last edited: by Bluefox75
DVD Profiler Unlimited RegistrantVibroCount
The Truth is Silly Putty
Registered: March 13, 2007
Reputation: High Rating
United States Posts: 5,635
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Quoting Bluefox75:
Quote:
I didn't start this thread to solicit sympathy from anyone.

...

Do I feel bad about my attitude? Yes, I am human and I do have a conscience.

...

This will be the last reply I post in this thread and I hope that it ends here for other people as well. There are much better things to do in life than this.

Also, this might be a shining example of why lurking on a forum was so appealing to me in the past. If you don't have something useful to say, then why say anything at all. I don't know what I was thinking; I suppose sharing in the fellowship around something I really enjoy, collecting and watching DVDs, was too much for me.


Quoting Bluefox75:
Quote:
... That's the maddening part; I still want to find the best bargains but I've only found them at a place I have begun to hate...


So, you got your DVD, within the timeframe they advertise, but you called them early and got the one of their two bad CSRs. Yeah, she was a pain, but your call, regardless of how polite, calm and understanding you thought you were, was to get them to send you a second copy of a DVD before their possible expected time had lasped. You then, after you got it, stated you hate them. Why? Because you made a fool of yourself, both on the phone with them and here on this forum?

Anyone is entitled to a bad day, even CSRs. She may always be having a bad day, but you made hers worse by expecting her to break a policy of the company she works for. I guess she figured your request/demand wasn't worth losing her job over.

So lurking was better... okay. I get it. "It is better to keep your mouth closed and let people think you are a fool than to open it and remove all doubt." -- attributed to Mark Twain, George Bernard Shaw, and Abe Lincoln, among others.
If it wasn't for bad taste, I wouldn't have no taste at all.

Cliff
DVD Profiler Unlimited Registrantkovacs01
Registered: March 13, 2007
Posts: 181
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one time i didnt receive an ordered item (The Winter War) from them for around 60 days.  When I finally called them to ask them about it, they sent me another one without a single question, and i received it within 7 days.  it was only the second time I have had to contact them, and the other time was a duplicate disc in a Firefly set.  So that was a manufacturer's problem.  And I have ordered over 200 items.
DVD Profiler Unlimited RegistrantCalidain
You're no Daisy at all!
Registered: March 16, 2007
Posts: 405
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Deep Discount currently seems to have a bad habit of listing items which are currently out of stock.  Prior to the site change I never had this problem, anyone else noticing it???

As for SPRINT, they are evil when it comes to not following through on the contract you originally signed on with. 
My Collection!!!
DVD Profiler Unlimited Registrantkovacs01
Registered: March 13, 2007
Posts: 181
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sprint has THE worst customer service of any major company i have ever dealt with.  Bar none.
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