Thread: Horrible Experience with MP3car support

I'm with you, Hari-Bari...thanks for posting that, good to know about your post-sale experience.

Hope they pay you, they owe you that for their mistake. I don't think you should have been an annoying customer either, but maybe we should all be from now on. Lesson learned.

Hang on a second, mp3car are claiming that perhaps your mail server had a fault that one day and they didn't receive that particular email. Whilst plausible, however unlikely, we can give them the benefit of the doubt. They still sent an item to an address that was not on the RA slip. That indicates an extreme short coming in their processes. What do mp3car expect, everyone to live in the same house forever?

I would like to first of all say that we go out of our way to help customers with needs. All of our e-mail is tracked by a very accurate CRM system to help us work with the volume of customers who write to us. We retain all messages from all customers for several years.

The customer first bought from us 756 days ago and bought a p1290. 37 days later we allowed him a no cost exchange this for a p2140. His p2140 order was placed 714 days ago.

~630 days after the free p2140 exchange the customer destroyed their unit by overloading his DYLON. Even though this was out of warranty and it was damaged by the customer two of our engineers repaired his unit at our cost and we even paid for the return shipping. Engineering and manual component replacement takes time. There is no way around it.

The unfortunate misunderstanding occurred with the return address. We seem to have gotten every other e-mail from this customer and mysteriously the last minute after the fact address change e-mail doesn’t show up.

It should also be noted that in previous communications the new return address was never noted by the customer before he sent us the unit.

Neither one of us know what happened to this last minute plea for a change of address, but none the less the customer waits 15 days to contact us a second time.

As far as a 4 day turnaround time on this e-mail, the customer sent an e-mail Friday at ~5.30pm. We replied 2 business days later on Tuesday after we had time to research the issue.

We did not tell the customer to ****** himself. We politely asked if he could contact the person who signed for his package at the old address and kindly ask them to forward it along. He refused to do that and decided to post this thread and tell us he was filling a complaint.

Given that we went out of our way to repair the unit out of warranty at no cost that the customer destroyed we would have appreciated some cooperation in contacting his old address, a little bit more gratitude and a little less hostility.

That's all fine and good, and personally I wouldn't fault mp3car totally.

But what really gets me in situations like this is a simple phone call would have cleared things up.

Now I don't know much about dealings with mp3car, I've never had to email tech support or anything. Do you guys at least have an automated "hey we received your email and are planning to get back to you soon" response when someone sends you an email?

Originally Posted by kibble

I'm wondering that too.

It really sucks to hear that your package was shipped to the wrong place.

I'm wondering what it takes to work for mp3Car... I need a job...

Sorry to steer the convo another way but 2 frogs cleaning their a$$es? HAHAHAHAHA This one is really making sure its clean. Tidder's does it to quick.... But yea, I remember back in the days when MP3Car had so so customer service. Thankfully when I had a few issues they fixed them, but at that time I was able to call them everyday to confirm. Now though, Im very scared to buy from them.

Originally Posted by Tidder

Do you guys at least have an automated "hey we received your email and are planning to get back to you soon" response when someone sends you an email?

Yes, We do have an automated reply also assigns a ticket number if one doesn't already exist. This automated reply also tells customers that if this is an urgent change to send a new message with the subject URGENT marked in the subject line.

"Thank you for contacting Mp3Car. This e-mail is to confirm that we've received your inquiry.

One of our friendly and knowledgeable team members will respond to your email today, unless you are emailing outside of business hours, in which case you will receive a response on the following business day.

If you are writing to make a change to your order please resend the email with URGENT ORDER CHANGE in subject heading. (please note that changes may only be made when your order is in the processing stage.)

Please take note of [Ticket#7239419 as we may need this to reference your email in the future.

You may also try looking in our FAQ for an instant answer to your question. Here: http://www.mp3car.com/vbulletin/advfaq.php "

Address should have matched RMA ticket address. No excuse for that.
Even if someone repairs something for you free of charge, if they mail it to a random place and you never get it back, they never did you any favours.

Originally Posted by Maheriano

Address should have matched RMA ticket address. No excuse for that.
Even if someone repairs something for you free of charge, if they mail it to a random place and you never get it back, they never did you any favours.

Just to clarify, the RMA ticket is generated by our CRM system. The CRM system had the original order shipping address in it which is where we returned the part. It is very possible that the outside of the customers box had a different return address printed on the shipping label in case of a delivery failure. Often times parts of the box get damaged or covered up with other labels in shipping so this is not we monitor.

We googled the customers old address, and googled for the owner of the customers old appratment building.

The owner of the building has your package and is goign to give it to a UPS driver for sending to your new address. We are covering the cost of the postage.