The Schiit Customer Improvement Thread

Discussion in 'All Points Bulletin / Be on the Look Out' started by digitaldufferme, Apr 10, 2020.

  1. Lyander

    Lyander Official SBAF Equitable Empathizer

    Friend
    Joined:
    Feb 25, 2017
    Likes Received:
    8,969
    Trophy Points:
    113
    Location:
    Pasig, Philippines
    I don't believe that old spiel about how "the customer is always right" for the simple reason that I give my custom to many manufacturers and service providers knowing jack doodoo about what I actually need from them.

    Personalised responses are always welcome. When I worked in CS for a spell I did my best to never use a canned response because I knew I'd like personal attention be given to my concerns as much as anyone else, and the volume was manageable for me. Other people on shift did jackass things though, like copy random snippets of my customised messages and make canned responses of their own that looked like my writing at a glance but had shit the bed grammar and context-wise. I'm not sharing this to brag about how I might have a bit of an edge communicating via text, only did so to point out how difficult personalised communication can be.

    Humorous (to me) anecdote aside, what I'm trying to say is I get why this discomfited you, but the fact that you weren't actually being scammed puts you in a position of privilege— there is very likely a reason why Schiit implemented anti-fraud measures to begin with, if you stop and think about it.

    Sure a quick note would have been nicer to receive than the wall of text posted above, but consider the likely volume of orders they have to deal with as a manufacturer that, while not massive in scale like Sony, Pioneer, or Sennheiser, is likely not negligible for whatever team of people they have.

    Kindness and consideration are both two-way streets.
     
  2. Elnrik

    Elnrik Super Friendly

    Friend
    Joined:
    Jan 10, 2017
    Likes Received:
    8,931
    Trophy Points:
    113
    Location:
    Denver CO
    Home Page:
    You're full of shit. Post the email chain like Jason asked for. But you can't can you, because it would show you throwing another temper tantrum over nothing.

    I'm with JK47 on this one: time for you to fucker right off.
     
  3. Senorx12562

    Senorx12562 Case of the mondays

    Friend
    Joined:
    Oct 26, 2015
    Likes Received:
    3,035
    Trophy Points:
    113
    Location:
    Bird-watcher's paradise

    ...and abides.
     
  4. purr1n

    purr1n Burned out

    Staff Member Friend BWC
    Joined:
    Sep 24, 2015
    Likes Received:
    81,306
    Trophy Points:
    113
    Location:
    Padre Island CC TX
    Hahaha. SBAF sneaky humor at its best. You called it. There goes plausible deniability.
     
  5. purr1n

    purr1n Burned out

    Staff Member Friend BWC
    Joined:
    Sep 24, 2015
    Likes Received:
    81,306
    Trophy Points:
    113
    Location:
    Padre Island CC TX
    Schiit runs a lean ship. I suggest buying from a large online or a boutique retailer with dedicated sales staff, but be sure to first put down "goodwill deposit" by ordering some high dollar items to get some attention. I have a dedicated account rep / sound engineer at Sweetwater that takes care of me. She checks in with me every now and then to see if I need random stuff. I can just call her and ask "Hey, I need a microphone boom for my desk. Something that is nicer and won't snap off like the stuff from Amazon." and she will respond with a fantastic recommendation (like one, the one I want, not several). I can usually get small discounts too.

    Do I wish sometimes that Schiit's customer service had a more personal touch? Sure. But I know they are busy as heck so when I buy stuff from their website or interact with them for service issues, I try to keep things succinct and while I stay patient. And no, I don't call up Jason for shit or priority service. I follow the process just like everyone else. It's just the same as I don't fix people's computers for free anymore, unless they want to pay me.

    However much you want to have the high-end or high-roller retail experience, it just ain't gonna happen with them. That's why the Aegir is $899 instead of $4679.
     
    Last edited: Apr 14, 2020
  6. purr1n

    purr1n Burned out

    Staff Member Friend BWC
    Joined:
    Sep 24, 2015
    Likes Received:
    81,306
    Trophy Points:
    113
    Location:
    Padre Island CC TX
    LOL. I was thinking this the entire time. Taiwan isn't much different, especially if you are well-to-do and from the city couped up in a high-rise apartment.

    On stereotypes, I didn't know this before as I just caught up, but that bit with the dude calling Chris Cuomo by the name Fredo was hilarious. Cuomo is all pissed off at the Fredo thing because it's a bad stereotype. But then he respond back in a totally Italian-American stereotype, like a scene from the Sopranos:

    Are you Italian? It’s a fucking insult to your people … it’s like the N-word for us ... I'm gonna ruin your shit. I'll fucking throw you down these stairs like a fucking ass punk ... Take a swing at me ... I'll wreck your shit. I'll fucking wreck your shit.
    ROFL. It's totally embarrassing seeing how he can't help himself - confirming that he is the loser Cuomo brother.
     
  7. neomax

    neomax RobS / hinterlander

    Joined:
    Mar 29, 2020
    Likes Received:
    66
    Trophy Points:
    18
    Location:
    Finland
    is it common for people from singapore to feel extremely entitled? ive noticed they come off as real bellends
     
  8. ChaChaRealSmooth

    ChaChaRealSmooth Damsel in distress, ZMF Whore

    Staff Member Friend Gearmaster
    Joined:
    Dec 6, 2018
    Likes Received:
    8,282
    Trophy Points:
    93
    Location:
    Avalon
    I don't mean to be overly pedantic, but the Aegir is $799 (I checked because I bought an Aegir new from Schiit and I was pretty certain I didn't pay that much).

    Maybe Schiit should just have an AI answer their customer service emails so that a decent human doesn't have to answer to bad customers (except I think paying someone to do it is probably much cheaper than an AI).
     
  9. YMO

    YMO Scatologically ribald obsessive

    Friend
    Joined:
    Apr 1, 2018
    Likes Received:
    8,892
    Trophy Points:
    113
    Location:
    DUVALLL-904
    Standard NYC talk with regards to the Cuomo Crime Family. At least that's what a lot of the old gen NYC folks who move to FL call them. When Mario Cuomo tried to become major of NYC back in the 70s, his supporters put this shit in the streets against the winner of that race and the real NYC Mayor, Ed Koch:

    "Vote For Cuomo, Not The Homo."

    Very liberal values they called it back in the day, that was the rise of the Cuomo Crime Family.

    Just look at this profile picture and see all the electronics the user is trying to show off:

    [​IMG]


    I see a tube amp, LS50s, looks like a pricey TV, and other misc shit. Back in college this transfer student from Vietnam who was also an audiophile (before I got into the hobby) was showing me pictures of mad setups from Asia. Very clean setups with shit that gotta cost $20+ and up. He told me that's how some people show off their stuff over there (or maybe that's how Vietnamese audiophile are in Communist Vietnam).
     
    Last edited: Apr 14, 2020
  10. purr1n

    purr1n Burned out

    Staff Member Friend BWC
    Joined:
    Sep 24, 2015
    Likes Received:
    81,306
    Trophy Points:
    113
    Location:
    Padre Island CC TX
    LOL, they don't fool me for a second. One brother doesn't talk or act like that without the other brother, or father doing the same, albeit more privately because their dumbass gene wasn't dominant.
     
  11. YMO

    YMO Scatologically ribald obsessive

    Friend
    Joined:
    Apr 1, 2018
    Likes Received:
    8,892
    Trophy Points:
    113
    Location:
    DUVALLL-904
    I mean for those who never lived in NYC they will call these comments disgusting, rude, vile, racist, bigoted, etc. Same type of comments they say against Trump.

    For those who lived in NYC currently/formerly, this shit is just Tuesday.
     
  12. HotRatSalad

    HotRatSalad Friend

    Friend
    Joined:
    May 4, 2018
    Likes Received:
    897
    Trophy Points:
    93
    Location:
    NH
    I just wanted to say Rectify ! It's the word of the day. I went into work tonight and people approached me with a couple issues. I just smiled and said we need to have this rectified !!
     
  13. digitaldufferme

    digitaldufferme Rando

    Joined:
    May 28, 2019
    Likes Received:
    6
    Trophy Points:
    8
    Location:
    Singapore
    Expecting courtesy in a business transaction is reasonable. I agree their canned response was sloppy rather than ill-intentioned but cancelling an order which was delayed and in the same message linking the order to fraudulent activity does not encourage the customer to politely point out Schitt's sloppiness. Actually the local Schitt dealer gives excellent service but had had difficulty getting this particular item.

    You are, I realise exaggerating for effect but at no time did I require "white glove" service, just respect for the customer and attention to detail. Schitt has made an incredible brand image impression based on the pre-pubescent outbursts from a section of these members. Schitt has now brought some of that admirable capability to bear on their customer service messaging and so as said, job done. You are correct when you say I will not change my mind about poor service.
     
    Last edited: Apr 14, 2020
  14. digitaldufferme

    digitaldufferme Rando

    Joined:
    May 28, 2019
    Likes Received:
    6
    Trophy Points:
    8
    Location:
    Singapore
    Exaggeration for effect on your part. I require courtesy and it's a sad day if courtesy in your world equates with a high-roller retail experience. It's a shame if in your world sloppiness and lack of respect for the customer is par for the course. What you fail to see is the Schitt agrees with me and that's why their canned message was altered. Their messaging was sloppy and disrespectful. I don't need you to agree with me, if they run a lean ship, good for them, I've just helped them run just a little better for the next potential customer.
     
  15. digitaldufferme

    digitaldufferme Rando

    Joined:
    May 28, 2019
    Likes Received:
    6
    Trophy Points:
    8
    Location:
    Singapore
    Another racist spouting garbage. You bring shame on your country which is known for acceptance and free speech. I have to say I find it remarkable with international travel and work that you automatically assume that a person's location reflects their nationality and happily go onto slander the population of an entire country. Shame on you.
     
  16. JK47

    JK47 Guest

     
  17. YMO

    YMO Scatologically ribald obsessive

    Friend
    Joined:
    Apr 1, 2018
    Likes Received:
    8,892
    Trophy Points:
    113
    Location:
    DUVALLL-904
    Is that illegal to say in Singapore? Are you worried about the caning?

    I'm shitting on you because as of this post you have not posted your email that I told you to show all of us today.
     
    Last edited: Apr 14, 2020
  18. Senorx12562

    Senorx12562 Case of the mondays

    Friend
    Joined:
    Oct 26, 2015
    Likes Received:
    3,035
    Trophy Points:
    113
    Location:
    Bird-watcher's paradise
    Poking the troll. OMG enough is... well... enough.
     
  19. Friday

    Friday Friend

    Friend
    Joined:
    Sep 29, 2015
    Likes Received:
    471
    Trophy Points:
    63
    Yes. As long as somebody is paying, he or she has the right to behave however they like. Part of it I think can be summarised by the mindset: "I worked fucking hard for my money, so you'd better be my bitch if you want to take it away from me, common courtesy be damned." although there are also other factors in play. I would like to say that this is more common among the older generation, but I have seen my peers behave like this too.

    Another problem here is that Singaporeans are used to complaining to get their way. And the nastier and louder your complaint, the more likely you are to get a favourable response. This also means that more courteous feedback is assumed to be ineffective, and unfortunately sometimes that assumption is correct because of how Singapore business owners choose to implement customer service policies.

    Caveat: I haven't worked in customer service in other countries before, so I don't know if these traits are uniquely Singaporean, but they are common over here.
     
  20. haywood

    haywood Friend

    Friend
    Joined:
    Oct 22, 2015
    Likes Received:
    724
    Trophy Points:
    93
    Not to make this a copy writing exercise but this is one area where concise writing is beneficial as there’s less room for misunderstanding.

    Everything before your order is ready to ship is redundant, and the customer can’t really do anything with the information on why it was flagged so just like...

    Your order is ready to ship, but the payment information has been flagged as potentially fraudulent by our payment processor.

    For your protection the order has been cancelled and all funds have been returned to the purchasing credit card.

    Then tell them how to fix it:


    To maintain your current order please contact us to arrange payment via PayPal.

    I don’t think it needs to mention reordering via PayPal unless there’s some way to expedite the order to their original position (assuming there’s a backlog) in which case that should be the preferred method of resolving this since it’s much easier for a customer to just place a new order than it is to contact someone or play email tag. In that case forego the previous and substitute something like:

    Please resubmit your order via PayPal and your purchase will be shipped as soon as possible.

    Then the apology. You don’t really need to get into how this also protects your company as fraud detection is something 99.99% of people know is done to protect them too.

    We apologize for the inconvenience and look forward to working with you to resolve the problem.

    Sincerely,
    etc.
     

Share This Page