A little more info might help.

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I sent the email on
Mon, 26 Feb 2001 13:49:58 (Mon, 26 Feb 2001 13:49:58 +0700) according to my email proggie.

I was not only the one who has late response from them,
my friend from Malaysia had bad experience too :(
He suggestion me to make a phone call rather than email them. :(

But I prefer to use email, as long as the have web site,
and email for customer suppoer, why should use phone,
that's not effective for me.

I think I'll give them 1 or more days again.....
Let's see how bad they are!

Edited by - ookz on Feb 27 2001

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According to the timestamp, the e-mail was sent at about 6:50 a.m. on Monday in ADEx's local time, and ookz posted the complaint at 1:38 p.m. the same day, local time. I've rarely gotten a customer service e-mail back in the space of 6 hours...

- Saki

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Please remember that all of the stores respresented on ADT generally provide very good customer service. We keep a close eye on customer service complaints. When someone makes a complaint like yours we take it seriously as do many of the forum members. This is not the first time you have done this in the forum. Please limit your bashing to situations in which you were unable to resolve your issue directly with the store.

Oh, BTW, my mother's friend's brother's former college roommate's son once had a complaint about doing business with Amazon. Maybe I should go cry wolf about that one to be sure that everyone knows about how horrible they are?

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I can completely understand. It's must be very difficult to investigate a problem when the only information to go on is "I'm pissed off because I sent and email about order confirmation."

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Edited by - dumblonde on Feb 27 2001

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Thank you for your concern,
btw, I sent my order yesterday, of course with my "real" name, not with "nick" name.

Btw, the main problem maybe like this :
I could not make "new" account @ dvdexplorer,
my country is not listed there. :(

So I email them about 1 month ago, and they said that
I could make an order even my country is not listed,
but they don't give me the clue or instruction what should I do next to make that order. Maybe they think that I'm
not serious to do business.

Couples days ago I email them again, now with the list of
DVDs, and with the price calculation and shipping guide.

The good news is today they finally reply my email,
but with very short answer. :(

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I sent the complaint because I feel discriminated,
They think I'm a stupid man who has no money!

Btw, there is no exact penalty here for pornography,
as long as you have good "connections" you will be
above the law. My country is wild wild east :)

Edited by - ookz on Feb 27 2001

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Thank you for your concern,
I think 2-3 days is too long!
I got better response from other stores.

Talking about time stamp.

I just check the reply mail from ADE,
my email timestamp is (according to ADE local time)

And they reply me at :

Edited by - ookz on Feb 27 2001

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Customer service has to research the problem before they can answer you. With the volume of email requests that takes time. You'd be surprised at the number of emails stores get. Even I sometimes get more emails than I can handle in a day.

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Thank you,
Maybe I'm too perfect minded. :(

Sorry for all my bad feeling.

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+0700 mean 7 hours ahead of GMT (time in England). So that timestamp has to be from somewhere in Asia.

Oops! I made a mistake in my calculation: ADEx is in California, which is -0800 to GMT (or 15 hours behind +0700).

So Mon 26 Feb at 13:50 where oozk lives is:

Mon 26 Feb 06:50 in London, or
Sun 25 Feb 22:50 in California (which matches perfectly with the second e-mail header timestamp ookz provided)

I apologize for the Monday 6:50am calculation--I forgot to subtract the 8 hour difference between California and England.

Anyway, most American stores are closed on the weekend, and e-mail for those days tends to pile up. Also, most businesses don't have the customer service staff to answer e-mail in one day...or two days...or three days.

In this case, I think the complaint was unrealistic. I don't think a single store can say that it has answered every single customer service e-mail within a day, especially after a weekend.

I'd ask everyone, when posting a complaint to this forum, to be sure to give stores a reasonable chance to respond and to resolve problems. And also to give a full and complete description of the problem.

Thanks,

- Saki

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It's Ok :) No Problem.
I just want to apologize about this.

I think I'm so unrealistic. :)

Fyi, I'm working at an ISP, I know how to treat the customer!
Our first rule is "customer is King", they are always
right even they are wrong!

Edited by - ookz on Feb 27 2001

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Dear OOKZ,

We have received your complaint regarding our customer service via Adult DVD Talk. I assure you that at dvdexplorer.com we do not take customer complaints lightly. We are committed to high standards both in product and service. Please understand that we receive a very high volume of emails daily. We answer our email correspondence in the order that it was received and it is rarely feasible for us to reply within one 8 hour work day. Your business is very important to us and we appreciate all correspondence from our customers. Our business is booming and we are taking all of the necessary measures to insure that customer service does not suffer. Please send any suggestions or comments directly to us and we will respond in a timely fashion. We look forward to hearing from you. Thank you for your patronage.

Sincerely,

S. L. Fedor
dvdexplorer.com

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Dear Rojo,

At Adult DVDexplorer we take customer service very seriously. We have seen your complaint on Adult DVD Talk Forum regarding a defective dvd that you had received from us in 1999. We were apalled to learn that your replacement dvd never reached you. We would like to resolve this issue by shipping another copy of the dvd, at no cost to you of course. Please email your selection to james@dvdexplorer.com with the subject header: COMP 444001. Please be sure to include your name, shipping address, phone number and your most commonly used email address within the bulk of the email. We look forward to hearing from you and we hope to earn your business in the future.

Sincerely,

S. L. Fedor
dvdexplorer.com

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Thank you for your concern,
I think I have to apologize about my recent posting,
I could understand that.

Btw, finally, I've fax you my FINAL ORDER,
since I can't create new account "online" from your store,
I decide to send my order in detail by fax, complete with
the copy of my credit card and latest billing statement.

I just wonder, someday you could add "INDONESIA" to your
country list, so I could make new order directly, and put my order from your web without faxing and emailing like this.

I'm looking forward for your action.

Thank you.

Edited by - ookz on Mar 3 2001

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You porn guys need to start selling mainstream DVDs as a sideline, the same way some of the mainstream dvd etailers have adult stuff as a sideline.. with the service I've gotten from both 5-star and ADN I'd get my R1 mainstream stuff from either of those guys in an instant, and it seems many others are pretty good as well =)

cheers,

scipio

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I still try and work it out with the company in question first, but I always feel safer knowing that I can come here and give a problem company a "nudge" if need be.

Thanks to the people at Dvd Explorer for helping out members with ordering problems, it makes a difference and most of us DO take notice.

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Hope you still follow this forum,
I have a suggestion for you,
I hope you could add your customer service staffs,
due of high volume of orders!

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