e.Digital Corporation (fka EDIG)

[Cassandra]

Comment about EDIG customer service on RB:

By: wolfpackvoltare
25 Oct 2003, 12:58 PM EDT
Msg. 1156586 of 1156628
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E-Mail to Robert Putnam

Robert,

I’m writing this e-mail as a customer, investor, and business owner. After reading e.Digital’s press release about the Odyssey 1000 40GB I decided to purchase one, which I did on Oct 10th. To this date I have never received e-mail for conformation or acknowledgment that e.Digital has received my order. On the 13th I called customer service and they said my order was received and that they would be getting my order out on the 17th that Fri, and I would receive it by Tues 21st. Wednesday 22nd I called Customer Service and a technician answered the phone by saying “Hello” he could not find my order then switched me to speaker phone, and continued speaking, which to me was very unprofessional. I asked if he could connect me to you, he said, “ That he was not authorized to transfer the call because his boss was busy with another customer.” I called e.Digital back and talked to Jo Jo who was very apologetic and said that e.Digital was going to receive their shipment of Odyssey 1000 not until Mon 27th of Oct.


Robert, you need to review your Customer Service Dept handling of customer orders. It is not up to the customer to track down their order, it is e.Digital’s responsibility from the customers purchase, to their receiving it. Using e-mail’s, or phone calls to keep customers informed about their purchase would be appreciated and show concern for your customers. Answering the phone with a “Hello” is NOT professional, and may I suggest that your employees use, “THANK YOU FOR CALLING e.DIGITAL, HOW MY I HELP YOU, OR DIRECT YOUR CALL.” As a customer I expect professional answers, honesty, and not the run around I received. Dealing with customers is not easy, but if e.Digital treats their customers like I have been treated, then e.Digital is doomed to fail. Please take this as constructive criticism and not personal

http://ragingbull.lycos.com/mboard/boards.cgi?board=EDIG&read=1156586