ResellerRatings Store Ratings - View Single Post - Problems with HiFiSoundConnection

hifisound · 03-06-2009, 05:51 PM

Hello,

I wanted to post some information that will be helpful to all of you that have unresolved issues with our company. We have recently added a high level ticket system for issues exactly like these. Where a customer has slipped through the cracks or dealt with possibly a bad employee or has a bad experience with a product. We have sold to over 400,000 customers now over the last 8 years but from time to time we do have problems like the ones outlined above and while the percentage is very small it is still totally unacceptable.

Our management needs to be aware of these types of situations so they can be remedied. This could range from a bad employee that is not delivering on the standards our company promises to a defective product line that has a high level of failures. We believe our customers are a very valuable asset and are best positioned to alert us to problems that need to be remedied. This is not intended for run of the mill type issues like when will my order ship ect. This is for issues with problem employees or other serious issues that have not been resolved through the normal channels.

We strive to provide the lowest possible prices while still providing a high level of customer service and I am sorry this goal was not met on your orders. What I ask all of you to do as well as any future customers that may come across this and have an issue is to send a detailed email to:

complaints@hifisoundconnection.com

When you send a message here it is also CC to our Customer Service manager, Sales manager and Shipping manager as well as our General manager. A ticket is also created and these must be acted on daily. Contrary to what this thread would have you believe we really do care about our customers. Unfortunately our delighted customers are not nearly as vocal as the customers here that we have let down. I hope this can help solve the issues we have outstanding with some of you and thru your input prevent them from happening at all in the future. We would like nothing more than to have you all go from very upset with us to giving us a chance to earn your business in the future. Again I can’t stress enough that we do care very much about you and your business.

Regards,
Darren
Customer Service Manager

Please feel free to post this information in other websites/posts/blogs where customers may need help with us as well.

03-06-2009, 05:51 PM	#69 (permalink)
hifisound Merchant Member Join Date: Mar 2006 Location: Missouri Posts: 12	Hello, I wanted to post some information that will be helpful to all of you that have unresolved issues with our company. We have recently added a high level ticket system for issues exactly like these. Where a customer has slipped through the cracks or dealt with possibly a bad employee or has a bad experience with a product. We have sold to over 400,000 customers now over the last 8 years but from time to time we do have problems like the ones outlined above and while the percentage is very small it is still totally unacceptable. Our management needs to be aware of these types of situations so they can be remedied. This could range from a bad employee that is not delivering on the standards our company promises to a defective product line that has a high level of failures. We believe our customers are a very valuable asset and are best positioned to alert us to problems that need to be remedied. This is not intended for run of the mill type issues like when will my order ship ect. This is for issues with problem employees or other serious issues that have not been resolved through the normal channels. We strive to provide the lowest possible prices while still providing a high level of customer service and I am sorry this goal was not met on your orders. What I ask all of you to do as well as any future customers that may come across this and have an issue is to send a detailed email to: complaints@hifisoundconnection.com When you send a message here it is also CC to our Customer Service manager, Sales manager and Shipping manager as well as our General manager. A ticket is also created and these must be acted on daily. Contrary to what this thread would have you believe we really do care about our customers. Unfortunately our delighted customers are not nearly as vocal as the customers here that we have let down. I hope this can help solve the issues we have outstanding with some of you and thru your input prevent them from happening at all in the future. We would like nothing more than to have you all go from very upset with us to giving us a chance to earn your business in the future. Again I can’t stress enough that we do care very much about you and your business. Regards, Darren Customer Service Manager Please feel free to post this information in other websites/posts/blogs where customers may need help with us as well.