DON'T SHOP AT Superfurry.com

Kone

Grrrr! I am one angry man today!

I ordered the new SFA remix album from the superfurry.com website last week.
I noticed that they state that all order can take up to 28 days to delivery, fair enough, that's not too long to wait for a great album.

Yesterday I was wondering if all orders take 28 days or if they just state that to cover their behinds! so I emailed their shop@ address and asked.

I received this reply...

"Obviously you haven't read the delivery schedule under info http://www.superfurry.com/acatalog/info.html"

I was a little annoyed at the short and snappy response so I mailed back...

"You know you increase the chance of repeat custom by behaving in a
professional and pleasant manner"

Ok, it was a little bit rude but I felt they deserved it!

In response I got "Aren't some people getting touchy nowadays, have I offended you?"

This, to me, was the final straw, so I decided to cancel my order (I didn't want to as the website is the only place you can get the remix album right), I sent another email

"I love SFA and I have all the albums and I would love to support them by buying merchandise from the website but this method of treating customers leaves me cold. Please cancel my order"

I find that it bounces back, I send it again, got another bounce!

About 15 minutes later I received this email....

"We have decided to cancel your order (no monies taken so no monies to be refunded)

Your email has been blocked.

SFA Management"

So they have cancelled my order for me and blocked my address!!!

Now that's customer service!

Beware the fickle hand of SFA Shop and SFA Management!

/Kone

PS: I have sent another email from a different address asking for an explanation, I won't be holding my breath!

Kobie

Cool!!! :cool: Are they hiring?

Kone

Dunno man, but it sounds like the best customer support job ever.

Customer: I have a question
Rep: You're an idiot

Customer: Hey that's not fair!
Rep: Tuff Sh1t, we're blocking you!

endanagle

Just go to your CC company, and get them to cancel the payment...

simple!

edit:
and better again, it still costs them the commision that their paymnt provider charges them, and they prob have to pay agin for the cancelled card transaction

:-)

RobertFoster

you should contact SFA and thell them their shop customer support are nobs.

chrismon

i wud go straight to the management of the place

Lump

Well you got what you wanted in the end, and they obviously don't want moaners like you shopping with them. I wish I could be like that with some people I have to deal with. They had a fair point, it did say it'd take 28 days for delivery but like most other impatient cocks, you wouldn't accept that


John

Kone

Originally posted by Lump
Well you got what you wanted in the end, and they obviously don't want moaners like you shopping with them. I wish I could be like that with some people I have to deal with. They had a fair point, it did say it'd take 28 days for delivery but like most other impatient cocks, you wouldn't accept that


John

I think you missed the point 'Lump',

I was quite happy to wait 28 days, if you read my original post you will see that.
I've worked in various customer support jobs in the past and believe me I've dealt with far worse than people asking when their order will be posted and always managed somehow to act in a polite manner!

I will let the impatient cock comment go for now because I'm not a petty person

/Kone

The Brigadier

How long did you wait before emailing them?

Kone

2 weeks


:dunno:

tribble

I would love to be able to deal with customes like that.
RyanAir try it sometimes and I love them for it.

In you're case it was a bit harsh though.

It's a "no bull****" approach we have lost over here in favour of a politically correct US style "Have a nice day " "professionalism".

tribble

The Brigadier

Kone, if you were aware it took 28 days to deliver, why were you calling them after 14?

whosurpaddy

Originally posted by Lump
Well you got what you wanted in the end, and they obviously don't want moaners like you shopping with them. I wish I could be like that with some people I have to deal with. They had a fair point, it did say it'd take 28 days for delivery but like most other impatient cocks, you wouldn't accept that


John

another charming post lump

kida

Fairly crap service - is there any other email addresses on the site. I am sure the band would love to know fans were treated this way. Or try to track down an email address for themthrough the official site.

BTW great album - got a copy from a friend

ballooba

Send them an email thanking them for cancelling your order and that you have since bootlegged it off a mate.

MarcusGarvey

They had the chance to sell and they lost it. Download the album now.

eth0_

Originally posted by ballooba
Send them an email thanking them for cancelling your order and that you have since bootlegged it off a mate.

They'd probably get IMRO or someone after him!
I can't BELIEVE those emails! Is there no one checking the quality of the customer service? Complain to their record label and management, i'm sure they'd be pretty angry to hear what happened to you.

eth0_

Oh, and it's £5.50 CHEAPER (with free delivery) on play.com!

BuffyBot

Complain to their record label and management, i'm sure they'd be pretty angry to hear what happened to you.

Or you'll have your complaints routed to the same Customer Service Department. Hopefully.

Lump

Originally posted by whosurpaddy
another charming post lump

Why do you bother posting?


John

Supa Animal Fan

Hi all,

Came across this post by accident and was interested to see what all the fuss was about. It so happens that I know PIE from the shop, have been buying goods from him since the shop first opened. I emailed him last night to ask him what was going on.

First of all I have to say I think he is a great bloke and has always gone out of his way to help me out in the past.
Second, PIE mailed me the full conversation that went on with Mr ‘Dummy out of the Pram’ and to his convenience had not posted the full answer, here it is;

Hi,

Can you please tell me the status of order PD151110001992?

thanks,
Paul


Hi,

Obviously you haven't read the delivery schedule under info http://www.superfurry.com/acatalog/info.html , unfortunately there is a 28 working day delivery rule. This is to help to keep the running costs of the shop to a minimum as all profits go towards funding the band. You may wonder how this helps to keep the cost down, I only work part time on processing and shipping orders (2 days a fortnight) as the SFA could not afford to employ someone to work on a daily basis and pay them a full wage. If possible I try to ship orders earlier depending on how many I have to process at the time but I can not put a date to any delivery.

Sorry for the long wait.

Cheers
PIE SFA


Dear 'PIE SFA',

Obviously, you haven't been trained in the fine art of customer service!

You know you increase the chance of repeat custom by behaving in a
professional and pleasant manner and not launching straight into an attack on the
customer's intelligence!

I have, of course, read the delivery schedule, I was simply wondering if
this was on 'across-the-board' schedule or if some orders were delivered
before the 28 day waiting period. Your competent yet somewhat irritating
reply has answered my question.

regards,
Paul Dunne



Aren't some people getting touchy nowadays, have I offended you? (which is
not my intention). I have used this exact answer many times before without
any problems.

I receive many emails from customers enquiring about the delivery times on
their orders and 99% of the time they have not read the info which would
have answered their question.

Your original question was very brief and I can't mind read. You were simply
wondering was it on the 'across-the-board' schedule or if some orders were
delivered before the 28 day waiting period, Why didn't you ask that in the
first place rather than leaving me to read between the lines?

You are the one who is now trying to be unpleasant and please don't lecture
me on how I should or shouldn't go about my business. This is the first time
I have had a reply like this out of all the thousands of emails I have
responded too, so I can't be doing a bad job.

Go and take your anger and frustration out on someone else please.

PIE SFA


PIE also said to me that his time is precious to him what with looking after his 15 month daughter and another due in 2 weeks, self employed and runs the SFA shop and does not want to spend any more time dealing with this matter just because somebody took an offence with the word ‘Obviously’. (WOW that’s so below the belt). So the order was cancelled and his email blocked. I don’t blame him!!.

I felt I had to say something as PIE did not want to take this matter any further and just wants to get on with the orders.

I think someone is being a little over sensitive and has got to much time on his hands and needs to get a life.

From a true fan,

SAF.

BuffyBot

Enlightening to see the full email texts, although I'm not sure of the niceties of a) SFA's people releasing these emails to a 3rd party and b) posting them up, personal details included, on a bulletin board.

koneko

Originally posted by Supa Animal Fan
PIE also said to me that his time is precious to him what with looking after his 15 month daughter and another due in 2 weeks, self employed and runs the SFA shop ...

His personal life is of no relevance whatsoever so I don't know why you would mention that. He's dealing with a company, not someone in the Buy And Sell.
No matter how rude a customer is, his job as a customer service rep is not to lecture the customer. If he's rude, politely but firmly request he stop that. I'm sure we've all been in jobs/positions where we'd like to insult the customer if he's being a dumbass, but you don't. You can't.

Unless he was mailing him back with all sorts of swearing, there's no reason to block his e-mail.

Btw, you just made the company look worse. You don't even work for them yet somehow you obtained customers e-mails? I'm sure that's in violation of some sort of data privacy thingeemajigs (maybe not, but it's bad practice anyhoo)

whosurpaddy

Originally posted by Lump
Why do you bother posting?


John

i thought the same when i read your post, you didnt exactly contribute a lot to the discussion.



id pretty much agree with everything koneko had to say. personal info about the employees personal life are irrelevant. he was ott with the customer and it doesnt look great that he gave the emails to some third party.

Supa Animal Fan

So it's ok for 'Mr Dummy out of the pram' to tell his fabricated version of the story but Oh no!! PIE can't because of data protection act, how convenient to win an argument.

When I hear an argument I want hear and see the full facts. Have you ever considered becoming an MP?

And don’t try and come across and being whiter than white and that you would never ever be rude to someone, which I think he wasn’t.

SAF

koneko

Of course he isn't whiter than white, he left out a lot of the mails/info, and did sorta make a mountain out of a molehill.

But coming on here you've made things worse. What kind of company (one-man company or not) gives out customers emails to his mates? You can't see how dodgy that is?

And for the record, I used to work in customer service and tech support and was never rude to a customer. You take 10 minutes after you read the e-mail, get angry, whatever, but don't behave like that. If you can't control your anger and at least be polite it means you're **** at your job, basically. Any customer service course will tell you that, even the 20 minute ones.

whosurpaddy

for all we know you are the support guy. you've regged a new account to argue about it which suggests you have some vested interest. why do you care if he puts his side of the story, he hasnt posted himself, he just wants to "get on with things".

everyone has had rude customers and of course sometimes everyone wants to have a go back, it dosent mean you should get away with it if you do. from reading the emails above i think they were as bad as one another and the rep didnt come across professional at all.

Kone

Ok, thank you very much for that Supa Animal Fan,

I am unsure of the legality of releasing a customer email and personal information on a public forum but you can be sure I will be investigating right away.

Of course I understand the pressures of customer/technical support work, I've been there myself and dealt with people who were abusive and threatening and I understand that you may have felt irritated but this is no excuse for posting private details.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++
FROM SUPERFURRY.COM

Privacy Policy

The SFA do not disclose fans information to anyone. Cookies are used on this shopping site but only to keep track of the contents of your shopping cart once you have selected an item.

+++++++++++++++++++++++++++++++++++++++++++++++++++++++

Show me where I posted fabricated a story? I think you'll see everything I originally posted is included in the FULL EMAIL that you have posted.

I'm not finished with you yet....

/Kone

L5

Get off your high horse Kone

Kone

Originally posted by L5
Get off your high horse Kone

Neeeeeighhhhh!

kida

I am sure data protection in the UK would be very interested in the contents of this thread.

P.S. Wanna know here to download it?

Kone

The Data Protection Act, Very interesting kida

I have contacted a friend of mine who is a solicitor in the UK and I am just waiting to see where I stand legally on this issue.

If you have any helpful links I would be most grateful.

<EDIT> I have just called the Data Protection Agency and they think I have a very good case, I will have to contact the UK Data Protection Agency as superfurry.com is based in the UK. </EDIT>

/Kone

BuffyBot

I have contacted a friend of mine who is a solicitor in the UK and I am just waiting to see where I stand legally on this issue.

Or you could contact the person in question, and resolve it with them. Neither one you have come off quite well from what I've seen so far.

Kone

Originally posted by BuffyBot
Or you could contact the person in question, and resolve it with them. Neither one you have come off quite well from what I've seen so far.

I would love to contact the person in question but she/he insists on bouncing all my emails. I'm not interested 'in coming off quite well!', I want to know why superfurry.com posted my private emails without my permission?

I have contacted the UK Information Commisioners, they believe I have a case.

I am filling out a complaint form right now!

/Kone

koneko

Aye, molehill tbh. They were wrong fair enough, I agree, but this is a bit extremist.

Kone

Fair enough, I take your point koneko but would you be happy if someone like play.com or komplett.ie posted your email history here?

koneko

Course not, but I'd take it up with them. Try a different e-mail address, see how they respond. They might block that one too hehe

eth0_

I am absolutely astounded that the guy from the SFA shop would email someone unrelated to the company emails from a customer!

And even more astounded that Supa Animal Fan would see fit to post the ENTIRE thing in here! Some friend and fan you are, he could lose his job over something like this. Did you even bother to tell him you were going to post his email on the most popular web site in Ireland?

What a smart move!

As for Kone, nice of you to edit the mails to make yourself look like a poor innocent customer, belittled by the might of the SFA store. Now i've seen the mails in context, I can't see what all the fuss is about.

Kone

You are spot on koneko, they block every address I have used to contact them, everything from yahoo.com to o2.ie and back again, they refuse to talk to me. I have no option left other than to go to the Information Commisioner

eth0_ : I posted the portions of the email that irritated me, sorry if this was confusing for you, I forgot you were a mac user

I don't want anyone to lose their job, I just want an explantion!:p

eth0_

Originally posted by Kone

eth0_ : I posted the portions of the email that irritated me, sorry if this was confusing for you, I forgot you were a mac user

I don't want anyone to lose their job, I just want an explantion!:p

It wasn't "confusing" for me, and I think you're the one insulting peoples intelligence here, not the SFA guy! I pointed out that it was grossly unfair of you to post portions of the emails which make the guy in the shop look like a right a**hole, when in fact, when read in the context of the full mails, you're the one who has the attitude problem IMO.

The Sweeper

Originally posted by eth0_
As for Kone, nice of you to edit the mails to make yourself look like a poor innocent customer, belittled by the might of the SFA store. Now i've seen the mails in context, I can't see what all the fuss is about.

Yeah, I agree with eth0 here, you misrepresented an exchange Kone, and put it as the central point of a thread recommending that other people stop shopping at superfurry.com. You may find that they would have been in a position to take some sort of legal action against you for some sort of anti-business defamation. I'm actually pretty disgusted that you were so desperate for content for an After Hours thread that you'd generate such a selectively edited post.

If nothing else, I'd recommend to the chap at superfurry.com that he don't conduct email exchanges with customers the way you'd conduct an internet chatroom conversation. Above all else, his costs are overhead and the customer is profit. His tone did leave a lot to be desired and he would have been better off responding in an unemotional way.

As for Supa Animal Fan, on posting the email exchange: what an ass.

Sleipnir

yeah I thought the guy in SFA shop was an a-hole until I saw the full conversation. Obviously, that has changed my mind (sorry if this sentence offends anyone!)

Funny how that, now you've been caught misrepresenting what was actually said, you've now dropped the "isn't this guy a pr*ck" line and are now shouting
"oooooh you posted my mail. DATA PROTECTION ACT!"

Quit sulking at being caught out and take it like a man Kone!

PiE

Originally posted by Supa Animal Fan
PIE also said to me that his time is precious to him what with looking after his 15 month daughter and another due in 2 weeks, self employed and runs the SFA shop...

Lies, all lies!

Pie_SFA

Well, well, well. The Mice have been busy since the cat’s been away.
SCANDAL! It said. Follow this link. Better check this out I thought.

So here I am.

My name is PIE and I am the spiritual webmaster of superfurry.com.
I must admit that I have been away on business this past year and have not had the pleasure of checking in with my old .com pal. So on getting back I thought, better check it’s still there, even though they stopped the pay check way back when, it’s still my old home officially.

But what do I find when I get there?

The customers are brawling with the staff, there’s blood and bottles flying in every direction, bits of broken table all over the place and there goes the house cat with its tail on fire. Gosh this isn’t how I remembered it. Usually the slugs were made over on the SFA guestbook for one and no one got that ****ty that they called in THE MAN in to resolve things.

Anyway just thought I’d check in and see what the fuss was all about.

It seems to me - and I wouldn’t take what I have to say too seriously as I am a one eyed midget monster with bad skin - that on the one hand you have this stressed out, part time, low paid, SFA Fan who is trying to offer a basic e-shop service for fans, who gets sod all support or enthusiasm to keep things going from anyone, management included. On top of which he gets about 200 emails a day from customers asking for the status of their order 25 days shy of the 28 days stated in the shop, which really does mean 28 days if you’re lucky, due to the simple fact that our lone SFA shop worker is a low paid, part time, stressed out dedicated SFA fan working out of a toilet that doubles as a cheap sauna. And on the other hand you got a geezer, who quite rightly expects a decent service in return for his cash and the support he gives by buying an independently distributed album, which by the way is a top notch furry classic, who receives a one line email telling him to bug off and wait ‘is turn.

From what I can see from this little seed of dual discontent is that the weapons of mass destruction are landing from all corners of the globe and it ain’t goin’ nowhere but sideways.

Now I’m not saying all this contains a certain amount of entertainment value for all the bystanders out there, but come on guys this is basic communications stuff here and for the sake of a bit of good old furry logic being applied there’s no point in 1) A fan not being able to get his hands on said classic album and 2) Our shop spod getting worked up to the point where he might pack it all in shop and all.

So as master of the SFA on-line universe I hereby command all minions and diplomats of the furry core to look into providing a) A copy of re-mix album gratis to offended fan and b) A handshake in the direction of stressed shop worker.

And to finish may I just say that personally I do not appreciate 1) The use of my name and good rep without my knowledge 2) Having emails being sent to people who have nothing to do with this tiff threatening the use of THE MAN.
To those concerned you should know what I mean by that!

Now would someone please get a dustpan and brush out and clean this place up and could someone throw a bucket of water over the cat before its skin burns off?

In the meantime the address of the offended should be forwarded to pie@superfurry.com, the real PIE that is, not the fake one! So we can arrange a delivery. BTW if any other bugger thinks that by doing this all over again they can get a freebie well you can kiss my wrinkly arse!!

PS If there are any customer service reps out there that would like to learn how to best deal with the genuinely obnoxious customers they have to deal with every day, please email shop@superfurry.com for a tip sheet worth its weight in gold.

Peace and goodwill,

PIE
SFA


PS I’m outta here for ever, like a vacuum man.



:ninja:

whosurpaddy

ive read that post twice and its completely incoherant. im undecided if its just someone random taking the piss.

eth0_

Originally posted by whosurpaddy
ive read that post twice and its completely incoherant. im undecided if its just someone random taking the piss.

Naw, it definitely sounds like someone who works for the Super Furries to me!
Go SFA, GO! :-)

Kone

Originally posted by Sleipnir


Quit sulking at being caught out and take it like a man Kone!

Hmmm, sulking? Moi?

Pie_SFA, you sound like a true SFA man to me, I appreciate the gesture, a mail is on the way.

uberwolf

Posting portions of the communication was a deliberately misleading move aimed to garner sympathy and to make this company look considerably worse than what I have read merited. You had no compunctions coming on here and bad mouthing them. look at the thread title FFS.

The word "obviously" is ill advised and seems patronising but certainly the rest of the mail is courteous. So mountain out of molehill me thinks.

As for posting full texts of communication - not a great move. But its more accurate than what Kone did and quoting people and companies out of context in order to lose them business is just as bad. Your name should have been removed however.

Free CD and a handshake sounds fair enough

Kone

Ok, ok...

I admit it wasn't a smart move posting sections of the email as oppossed to the whole thing but being human I do make mistakes and for this I apologise to all at SFA (PIE I've mailed you), in hindsight it does give a lopsided view of the disagreement. Sorry.

I love the SFA and throughly recommend their music to everyone (Keep on eye out for the GLC too!)

If my email is unblocked, I would like to apologise directly to the man in question.

regards,
/Kone

Sleipnir

I think you should give the free CD to me as compensation.
all in favour say aye.

Kone

Nay!