Joined: Apr 18, 2004 Posts: 5303 Location: Greensburg PA
Posted: Thu Oct 14, 2004 4:05 pm Post subject: Order from xboxspot.com at your own risk!
Hey all, just thought I would make this post in the case modding area. I know that I was talking about it elsewhere, but since it deals with case modding I'll officially plant it here.
IMHO, this vendor should be avoided at all costs. You may find them on ebay, if so you are probably better off ordering there as they cannot afford to have bad feedback, so they may be a little more diligent in getting your order out.
I have found this company to be very disorganized and show a total disregard for customer support and service. My first order was three LED Jewel Kits. When that order took over 8 days to receive (I paid for express shipping) I chalked it up to just a one time thing. I know another member that ordered a jewel from them and had it in three days (ebay order). What pained me the most about my wait was in the comment section I conveyed that I needed these asap, hence the express shipping. It took me several emails to get a response. The response I receive was, "your order went out last week "
Hardly a professional response, especially since I asked if they did indeed ship could I please have my tracking number. A day after that email I received a first class USPS package with my rings.
So, I thought I would give them another shot. After all, they has a product that a customer and good friend of mine wanted. I ordered another jewel mod kit and an underglow base. I paid for Priority Shipping this time as I knew I had a week before the machine that was on it's way would arrive.
That was so long ago my 401k just rolled over! I have sent this company an incredible amount of emails asking where my product is. Finally, I get a phone call from this young kid who is telling me he wants to get to the bottom of this. I give him my order numbers (which I did in every email) and he looked it up. He comes back with, "well, they are in the done pile, so they had to go out to you". I then asked for my tracking numbers and he couldn't produce them. I told him to look for the tracking numbers and call me back with them. I gave him till days end to either get me a tracking number or I initiate a charge back of some sort.
Two hours later I get a call from him. He joyfully says, "Well, I know why you didnt get them yet". The then said he knows why they are in the done pile and not sent. It's because they were done but the underglow base was waiting for clear feet to be installed. Astonished by that answer, I said it's a good thing you don't repair cars. I could just see it now. You tell a customer his car is done, but the engine just needs installed. To me done is DONE. Done is packaged up and on the way to the customer. Not waiting for parts. He assured me that it would be done in a few minutes and my order would go out that day.
I asked him to please email me and verify that it was sent and provide me with the tracking numbers that the Post Office gives him.
That was two days ago. I have heard nothing. I have sent him more emails...no reply. If you open a webster dictionary and look up "Poor Service" there is a notation that says, "see xboxspot.com".
In my opinion, do your best to avoid this company. Unless you don't mind waiting weeks for product and love being in the dark about our order. If that interests you, then this is your company!
later all
realmccloy
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http://www.xbox-hq.com http://www.themodgod.com _________________ Good Deals: Death@Hand, funkydopenloven, StaticMind, Slamscaper, PorscheXboxter
Bad Deals: None Yet
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TheXBoxSpot Guest
Posted: Tue Oct 26, 2004 3:27 am Post subject: To ansewer your question about delays.
We apologize for the problems you had. Most of our orders do ship on time. What you have to understand is we are manufacturing facility and don't simply pull the items off a shelf.
If you go to any fabrication facility and say you want a part made the next day they would think you were crazy. I guess we should make this more clear on our site.
We build the orders as they come through. We are at the office many times up to 12 hours or more trying to keep up with the orders.
Occasionally the place we get the raw acrylic from runs out themselves which causes a delay.
We strive to get the orders out on time, but occasionally items can take longer. Once apologize for the poor communication and will be quicker next time.
Many of our customer are extremely satisfied and come back again and again.
TheModGod Xbox-Hq Legendary
Joined: Apr 18, 2004 Posts: 5303 Location: Greensburg PA
Posted: Tue Oct 26, 2004 6:49 pm Post subject:
If I would have been informed that you are a manufacturing facility and not an internet site that offers case modding items, and that my product is 'made to order', then I probably would have had different expectations. Also, if I wouldn't have been told that my order was done and I should have received it, when in fact it was never even sent out, then I would have had less to be angry about.
Additionally, it took me so many emails to get a response from your company, I pretty much felt as if my business meant nothing to you.
I do commend you on standing up to your errors and admission of lack of communication. I do think that you should inform people of what type of delay the are in for up front and stand behind your claim that you are going to make a better effort in communicating with your customers.
I did receive your email yesterday, and was quite surprised to hear from anyone. I don't know if you are who I spoke with on the phone when I had my issues, or if you are someone higher up in the company. I got a real sense of disorganization when I was dealing with whoever it was on the phone. It was like the right hand didn't know what the left hand was doing or had already done.
You seem to have a pretty incredible product in those underglow bases. After I finally received the one that I did order it was of the upmost highest quality.
The problem is, most modders order things for specific needs. I only order a product when I have a sale for that specific product. I can't be waiting until something is done being manufactured. I am used to ordering something and having it ship in a day or two. I would imagine that if you were to change your website to inform people that they have a wait ahead of them, you would do wonders for your customer satisfaction index.
There are many types of buyers in today's markets. There are buyers who don't care about delivery time and/or communication. I am certain you have done very well with that clientel. Someone who has the ability to order dozens of units at a time can probably afford to wait two weeks or so for their order. But, the individual who has a customer decide they would like to have an underglow base while their machine is being worked on, is not as likely to appreciate waiting weeks for the product, and days upon days for replies to emails.
The fact that I will not order from your company again has nothing to do with quality of craftsmanship or product. The fact that I will not order from your company again is because it doesn't suit my needs. The need to be treated like an important customer no matter how many units I purchase... the need to have my product available for my customer in a timely manner.
I wish you all the luck with your business.
Regards,
Jeff McCloy
Co-Admin www.xbox-hq.com
Owner www.themodgod.com _________________ Good Deals: Death@Hand, funkydopenloven, StaticMind, Slamscaper, PorscheXboxter
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thexboxspot Guest
Posted: Wed Oct 27, 2004 2:37 am Post subject: Shipping
We thank you for the comments on the quality of our products.
Most of our orders do ship out within 1-3 business days after an order is placed. In many cases the items leave our facility within 24 business ours.
Here is how it works. Lets say we get 10 base orders in one day. Each base rougly takes us 45mins from the time the laser cuts the base to the full assembly packaging and shipping. Just counting the bases we already have a pretty full day.
Jewels don't take as long, but we sell many more. Each light kit is also laser cut an assembled here which can take 20mins each from laser cutting to packaging.
We are proud of the fact that unlike most fabrication facilities we get can get our products out within 1-3 days. That pretty good when you are building from scratch.
All that being said we thank all our faithfull customers who have loved our products and keep us oh so busy!!!!
If you would ask a local fab place to build an item they would probably tell you 2-3 weeks, and of course one piece would cost quite a bit, or you would have to order many to get the costs down.
Simply stated. We don't simply pull the items of the self, we work from scratch. So we are sorry you were not aware of this when you ordered. That is our fault. We have added a note on our home page for future reference.
TheModGod Xbox-Hq Legendary
Joined: Apr 18, 2004 Posts: 5303 Location: Greensburg PA
Posted: Thu Oct 28, 2004 6:12 pm Post subject:
A 1-3 Business day shipping goal is good to hear. I guess my two orders could have possibly been placed during growth spurts that every company goes through from time to time.
Good luck with the site and the business. I am sure if your customers are communicated with, you will have nothing but happy customers. That's what I find my customers most appreciate, communications. Of course a great product doesn't hurt...lol. It just seems that when people pay for something online, they have an uneasiness about it wondering if they were rooked or what. When someone gets updated on their order, or gets prompt replies to their questions they tend to be more at ease.
If anyone else from this forum orders from the Xboxspot, please feel free to keep us up to date with your service. I'd be curious to the outcome. _________________ Good Deals: Death@Hand, funkydopenloven, StaticMind, Slamscaper, PorscheXboxter
Bad Deals: None Yet
Pending Deals: Vanguard
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