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All Forums > International Shopping > International Shopping Forum Page 24 > dvd empire poor service to australian customer
AuthorPost
emerfarid
New Member

AUSTRALIA
1 Posts
12/01
Posted - Dec 19 2001 : 7:27PM
hi, I' have been a customer of dvd empire for awhile,
the service to international customer has recently declined, i've lost my recent order(also lost a previous order),this order was on backorder for 4 months approx.;
when i found out it was lost i was told by dvd empire to wait for 12 weeks until they consider it lost. i've emailed them to replace the order, ihaven't heard from them anymore.
i've also,been unable to reach their website from AUSTRALIA.
do they have a server problem? thats what my isp tells me, because a lot of my friends have been unable to view their web site recently.
i've faxed them twice, i had no response.it is disappointing
this web site used to be one of the best in international customer satisfaction.i hope they read this and respond.my email is emerfarid@bigpond.com

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scipio
Senior Member

1901 Posts
2/00
Posted - Dec 20 2001 : 2:27AM
emerfarid,

I just had a look, as I'm also in Australia, and I'm able to get onto their website. So it might be a problem with your ISP or just a problem at the time? (My ISP sometimes loses it's international connections)

As for contacting dvdempire, I can only suggest you email them again and be prepared to wait until mid-January for a solution, due to the time of year we're in. You might be able to find some more email contacts for dvdempire in the "shopping info" section.

With a christmas retail frenzy, international mail being chock full of parcels, and then all the holidays and staff taking their holidays right after New Years, everything is a total mess.

best of luck,

scipio


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focusyn
Member

Australia
54 Posts
10/01
Posted - Dec 21 2001 : 1:48PM
No problems getting to the site, I use it for reference all the time. I've only ordered from them twice. First one took a month or 2 and the next one was less than 2 weeks. 12 weeks is a long wait for replacement but I have had that from another online store before.
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scipio
Senior Member

1901 Posts
2/00
Posted - Dec 23 2001 : 5:07AM
I usually find 10 days-2 weeks to be usual for my orders to get to Australia, though occasionally they will take a week or two longer, most notably just after Sep11 but also on an occasion or two way before that.

12 Weeks -is- a long time to wait for a replacement, but from the retailer's POV it's understandable, as they firstly don't know if International Customers are bullshitting them re: the non-delivery (hard to check for sure when it's going overseas) and also they're paying for the reps out of their own pocket, so they want to make -sure- the order is not just held up in the international mail system before sending them out again..

Best of luck,

scipio

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