AWFUL customer service! No phone support, and emails not answered.

**danielkh** · 08-01-2008, 11:26 AM

Originally Posted by armine

We service customers ever day, and they are happy with our customer service. We go above and beyond to make sure that people get what they need. .

Above and beyond what? Answering phones and e-mails is basic service in ANY viable business these days. Doing things outside the basics isn't above and beyond, just different.

I know what you are trying to do, and I sympathise. Do special things and people will see it and recognize it. But if you don't do the simple BASIC business practices, it means nothing. I know none of you personally, but I won't do business with you. Why? When I tried explaining how your practices were wrong, I got attacked by everyone. Did this change my mind? No. Did it make others want to buy from you? Probably not. Did the decision hurt me? Nope. My money goes to someone else for the same products.

And here, you guys have learned nothing. You still try to blame your customers for your issues. I mean, the customer is taking your free time????? Management sets schedules, not the customer, and if management doesn't want to pay you for work, then that is their issue, not the customers.

You guys were sitting on a gold mine and you're letting it slip right through your fingers.

**h3rk** · 08-01-2008, 11:59 AM

Originally Posted by armine

But maybe, when you go to post, you can consider how fair and balanced you are being, and not over-state the truth. In the end it is the store proceeds that finance the forums, so you are only doing yourself and the forums a dis-service in telling people we are bad at what we do.

Thanks for financing the forums, it's much appreciated.

And for a balancing viewpoint, I've had several good experiences and dialog exchanges with mp3car.

**Dan2008** · 08-01-2008, 12:08 PM

Originally Posted by h3rk

Thanks for financing the forums, it's much appreciated.

And for a balancing viewpoint, I've had several good experiences and dialog exchanges with mp3car.

Yes, thanks for the forums--I have learned a LOT here. As for my experience with MP3Car, only via the forum. I haven't purchased anything (yet) so I can't say anything one way or the other--I was just commenting on what I've read here.

I do want to see MP3Car succeed and will help achieve that goal in any way.

**ecog** · 08-01-2008, 12:47 PM

Dan2008,

Thank you for the constructive criticism and that is not something I would consider bashing. It was based on fact, well articulated and to the point. And that is definitely something I'll file away and we will take you up on your offer to draw from your experience.

The company is going through some changes and Customer Service will be something that we will visit once we decide the direction of the company.

Unfortunately, not many people post their positive experience in this space. Lol, like the Canadian guy that emailed us because he was in the US and couldn't go home because his carcomputer was having issues. He's never ordered from us and he couldn't get in touch with the store he bought it from because he said they went out of business. Luckily it was a simple issue and now he's on his way home, but he'll probably never post in this section which is fine, but hopefully someday he'll help somebody else on this forum.

Again, we do appreciate the constructive criticism and change is coming (lol, and no I don't work on Obama's campaign).

**Caelric** · 08-01-2008, 01:43 PM

Originally Posted by danielkh;

Still can't believe that post. However, I am guessing that after posting it, being bothered by customers isn't going to be as much of an issue.

One can only hope.

**Dan2008** · 08-01-2008, 01:48 PM

Originally Posted by ecog

Dan2008,

Thank you for the constructive criticism and that is not something I would consider bashing. It was based on fact, well articulated and to the point. And that is definitely something I'll file away and we will take you up on your offer to draw from your experience.

The company is going through some changes and Customer Service will be something that we will visit once we decide the direction of the company.

Unfortunately, not many people post their positive experience in this space. Lol, like the Canadian guy that emailed us because he was in the US and couldn't go home because his carcomputer was having issues. He's never ordered from us and he couldn't get in touch with the store he bought it from because he said they went out of business. Luckily it was a simple issue and now he's on his way home, but he'll probably never post in this section which is fine, but hopefully someday he'll help somebody else on this forum.

Again, we do appreciate the constructive criticism and change is coming (lol, and no I don't work on Obama's campaign).

Okay, computer was broken and he couldn't go home because of it? Damn GPS'll do that to you. LOL Nobody knows how to use a paper map any more.

On the serious side, I would be happy to help in any way that I can. One of my (successful) ventures is a business consulting practice where I assist small businesses in developing business and marketing plans and help them to define their strategies for serving their markets.

**ibfragalot** · 08-01-2008, 02:17 PM

ehhh..... joe public consumer. #1 pain in the *** of any IT developer, retail clerk, or anybody else who serves the public, trying to do their best for their community.

C'mon people, your installing carPC's, surely you have some intelligence - mp3car.com isn't run by wizards, its run by people like you who just can't bloody do everything. they're not a global corporation!

independant call centres? for a startup CAR-PC company? please read the "how to install your brain" manual, it will help.

try supporting a business that supports you, instead of ranting on your high horse about how it "should be"

mp3car could do with a little training in the customer service dept. sure (ecog needs to be disciplined if he's a paid employee, you can't talk to a customer like that no matter how much of a jerk they are) but really, there are'nt many good sites/companies supporting carPC dev, and they're doing a great job, give 'em a break.

grrrr! grrr! yes sorry I'm in IT too :P

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**Tidder** · 08-01-2008, 02:25 PM

Originally Posted by armine

We service customers ever day, and they are happy with our customer service. We go above and beyond to make sure that people get what they need. We may have had issues in the past, but for over 6 months we have been providing really good service.

Other than StreetDeck right? I mean, this whole StreetDeck thing was about 6 to 8 months long right? Or are we just talking customer returns/RMAs? IMO, good service should cover ALL ASPECTS of your business. Supporting software you sell should fall under that area. Sure it was a huge change, etc, but wow... someone should have been supporting it.

Maybe now with that whole deal behind you/us, service will get better. But I'm still in the mind set of not referring anyone to buy product from mp3car. Hope over the next few months my opinion changes.

Originally Posted by armine

In the end it is the store proceeds that finance the forums, so you are only doing yourself and the forums a dis-service in telling people we are bad at what we do.

Strange how this gets turned around... if I recall correctly, the only reason mp3car.com store exists is because of the community. It's what got you all starting to think "hey, I bet we could make money at this...". It's pretty offensive to me being a long time member and contributor to hear you guys say that you're providing the forum as a free service, that it's basically taking money away from your store. Hmm, maybe you guys are just so big-time that the community that helped you start it all is just peanuts now.

**Tidder** · 08-01-2008, 02:31 PM

Originally Posted by ibfragalot

eh. joe public consumer. #1 pain in the *** of any IT developer trying to do their best for their community. comon people, your installing carPC's, surely you have some intelligence - mp3car.com isn't run by wizards, its run by people like you who just can't bloody do everything. they're not a global corporation!

independant call centres? for a startup CAR-PC company? please read the "how to install your brain" manual, it will help.

try supporting a business that supports you, instead of ranting on your high horse about how it should be.

grrrr! grrr! yes sorry I'm in IT too :P

Dude, get a bit of a grip here. The G4 unit is an all in one. It's for the people that aren't PC savvy, ya dig?

I'm in IT as well, and what may be easy and second nature for us, may be completely foreign and impossible for someone else. The OP paid an installer to put it in... he probably knows next to nothing about the actual workings of a CarPC.

If they're not a global corp, perhaps they should not be selling globally. Maybe they shouldn't sell devices they can't support. IMO mp3car.com is a full blown business, and they should be able to tackle their own problems. Not leave it up to the consumer just because they're PC savvy. This isn't a hobby to the owners, mp3car.com is business. Sure they participate in the hobby side of it, but running the store isn't part of that.

They opened themselves up to this type of consumer by offering a product for average joe pc-ignorant.

**ibfragalot** · 08-01-2008, 02:50 PM

Originally Posted by Tidder

It's for the people that aren't PC savvy, ya dig?

Its clear from the onset, ask anybody in the street - if your installing a COMPUTER in your car, you can't expect it to be as simple as installing a microwave.

Originally Posted by Tidder

If they're not a global corp, perhaps they should not be selling globally. Maybe they shouldn't sell devices they can't support.

Man, I know where your coming from. But really, your in IT. You should know better.

1) its the internet. everything sells globally.
2) does your local electronics store "support" the devices they sell? No. They do the same as mp3car and send it back to manufacturer if theres a problem. People are lucky mp3car.com has a forum to help them troubleshoot issues about other companies products

In the end, if mp3car did'nt exist, the carpc community would be severely set back

I can totally see where you guys are coming from. Its just you have to get off your artificial "i'm the consumer, i'm ******* god!" horse, and realise we're talking about actual real stuff here, not imaginary dreams of consumerism.

support 'em, or your shooting yourself in the foot

thats all I'm saying. or keep bashin them and hope it does'nt kill them but makes them stronger