Interesting Support Policy - Page 2

NikoShark · **:) -** 01-21-2008, 01:10 PM

seva you burn (russian жжошь)!

Actually i can understand your attitude to the issue, so we all understand that CB is a very bad thing for a site. So it is very important to keep the site safe from CB etc.
Anyway it is clear that carding happens. So due to said bastards one may screw up processor etc.
SO there are several ways of fighting with them. 1) telling all clients to f** off, so you will have no clients, no deposits and as the result - no CB! 2) Purchasing music from your site yourself, and not making the CB requests. The same will also guarantee the 0% of CB! 3) Making relevant researches and acting accordingly.
Anyway why not politely asking a client to explain the reasons behind the Refund request?

I understand that as the rep of enother site i should not post. but for me it is a MUST to post here, cause same behaviour may put a bad sign to all music stores of russian origin.

gluteus maximus · 01:29 PM

Hi to all concerned

All this over a 20 dollar transaction? Because another site is a few cents cheaper? Unbelievable! I'm sorry if you're desperately poor, xanadu, and this was your life's savings, but I find this very funny too. And I think it is pretty good advertising for Soundsbox. Tell it like it is, Seva

gm

EDIT: But please tell your staff to watch their language; 'anyhtign' ?? No, no, no....

NikoShark · 01-21-2008, 01:27 PM

The issue is not in cents, the issue is about clients treatment.
Imagine, you have money and want to purchase smth. You tried it and you know that in other store it is cheaper, same thing. Will you go to other store? Yes, BUT if after Refund Request you receive a polite response asking you about the reasons, then with some promo proposal etc, will you stay? Sure! Cause you will feel the care from the site team you will feel the customer care.
I will definetely pay few bucks extra for good customer care. It is smth like tips. I bet you pay tips in restourants if being cared uh?
So today you take care about your clients, tomnmorow they take care of you via deposits.

markstan · **Agreed! -** 01-21-2008, 01:30 PM

Quote:

Originally Posted by gluteus maximus

Hi to all concerned

All this over a 20 dollar transaction? Because another site is a few cents cheaper? Unbelievable! I'm sorry if you're desperately poor, xanadu, and this was your life's savings, but I find this very funny too. And I think it is pretty good advertising for Soundsbox. Tell it like it is, Seva

gm

Ditto!
Couldn't have said it better myself!

One thing: The request did sound threatening to me.
Why even mention contacting the bank/credit card company until you give the business a chance?

Mark

chris7 · 01-21-2008, 01:49 PM

Quote:

Originally Posted by gluteus maximus

Hi to all concerned

All this over a 20 dollar transaction? Because another site is a few cents cheaper? Unbelievable! I'm sorry if you're desperately poor, xanadu, and this was your life's savings, but I find this very funny too. And I think it is pretty good advertising for Soundsbox. Tell it like it is, Seva

gm

EDIT: But please tell your staff to watch their language; 'anyhtign' ?? No, no, no....

Perhaps we could start the "Save The Xanadu Fund" all donations welcome?

vikulenka · 01-21-2008, 01:50 PM

Quote:

Originally Posted by chris7

Sincere apologies to everyone especially Xanadu, but am I the only one who thinks this is hilarious.

Still, cannot see it happening in Marks & Sparks, shame.

To be sworn at in English by a Russian, I am almost tempted to join soundsbox!

Nope. I laughed for about 5 minutes when I read this yesterday. Inadequate reaction perhaps - and I sincerely apologize.... But it's funnnnnny!

rolly · 01-21-2008, 02:07 PM

Good points were made about the processing.
I would never myself download from an unknown link,but here I've made an exception.
And I haven't even tried to trace it,which I could,try.
It's to the benefit of all who want to still be able to download music.
It's best to leave it alone.

As far as the language,I agree,anyhtign is very unacceptable.

NikoShark made some very valid points on customer service as well,but it should be noted that Seva has been provoked here.
I found the refund request to appear threatening myself,even if it was not intended to be.
Put yourself in Seva's shoes,and try to keep a smile on your face.
Give him some slack already.

chris7 · 02:19 PM

The other strange point that Xanadu should know is mp3fiesta may not in fact be 4 cents per track cheaper. I have said on this site before that mp3fiesta sometimes puts up its price according to length of track!!!

P.S. The Mods should open a Classic Threads Page, and this should be its first contender, I have not laughed so much in a long while! LOL