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Date: Fri, 24 Oct 2003 11:41:05 -0700 (PDT)
From: Pete Zaring <XXXX@esper.com>
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Subject: Re: Knoxville Cigar Company - Customer Complaint
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Arthur,
As it looks like you can do a great job of speaking
English I hope we can both take this opportunity to
clear up some things that have also bother us greatly.
First item with the package that has not gotten to the
fellow there really is nothing that we can do. This
is one of the reasons that we have a disclaimer on the
site about mailing packages and how we are not
responsible for lost shipments. Saying this I will
say we will not just leave this fellow in the lurch
without anything but as I have repeatedly tried to
tell him it takes months sometimes for packages to get
to people. I had a customer in Belguim that it took
in excess of three months for the package to get to
him. For what ever reason when a package gets held up
like this in customs it just sits there and goes no
where for how ever long they decide it will sit there.
Also, the United State Postal Service does not have
any resposibility for a package once it leaves this
country so they will not do anything about trying to
track the package. The only thing they will do is go
to the web site and imput the numbers and say there is
no information on that package. And, just like I said
they will just look at me and shrug their shoulders
and look perplexed and wonder why I came in there at
all. I don't say this to be flipant but that is
exactly what they have done to me when I went in to
get this traced. What will happen is if the package
is not delivered to the customer at some point in time
and this could take months as well they will send the
package back to us. If this happens I would then
contact the person we were sending the package to and
ask them if they would like to go through the expense
of me resending the package or if they would just like
a refund of the purchase price on the items purchased.
We are all at the mercy of the USPS I am afraid. The
only way to do this any better is if we would all like
to go through the expense of sending them via Fed Ex
and if this is done you will pay all the import duties
on the purchase and a huge amount for the shipping.
One of the reasons people order on line is because
they are trying to avoid the taxes and duties and
extra costs. So, there is no way to avoid all this.
Thus all I can say to the fellow if we need to just
wait and see. I have sent thousands of packages out
world wide and not one has just gotten lost and not
either returned or gotten to the person ordering at
some time. It just has not happened. This is very
unfortunate but I can not control the postal services
of not only my country but all the others world wide
either. I hate this situation and it frustrates me
just as much as the person who made the order.
On the broken pipe. I have already made the offer to
him to replace the pipe and ship the missing tin of
tobacco at no cost to him what so ever. I have not
asked for him to send the broken pipe back or do
anything except wait on the new pipe to arrive with
the tin of tobacco and I have already sent this out to
him. So, I don't see where he has anything to be
upset about. We have shipped thousands of pipes and
this is the first pipe to have been broken at all.
And, that is the truth. We have never had a pipe
broken yet and we have never taken the bit out of the
pipes before shipping. This is a very rare occasion
as you can see but in any case if we are willing to
replace the pipe at no cost what so ever to the
customer and send it at no cost to him I fail to see
why this is an issue at all.
And Lastly the tobacco problems. we are guilty of a
couple of things that have now been fixed. We had
some complaints about how the bulk blends were put on
the web site as it seems many thought that when the
drop down box showed the +24.00 or what ever the price
was a few did not realize that meant you should add
that amount to the base amount and you would get the
total price you needed to pay for what ever amount you
were wanting to get. So, to try and correct this we
changed the way we sold the bulk tobacco and in so
doing caused more confusion here and thus some orders
did not get the whole amount of tobacco they had
actually ordered and this happened to many people. I
think we created more of a problem than if we had left
it the way it was but, we had made some mistakes as to
the actual quantity people had ordered and thus we had
sent wrong quantities to people. If any one brought
this to our attention we sent them the corrected
amount. So, if anyone did get the wrong amount and
did not tell us then we would not know to correct this
for them. This was our fault any way you look at it
and we do appologize for this. We most definately
have taken steps to insure this will not happen any
more.
We have made several changes to our shipping system to
double and sometime triple check the orders so this
does not happen any more. I hope we will get through
all this and not have any more problems there is
nothing worse on our end to have orders go out from
here and not be right. I hope this addresses all of
your concerns and I really hope you will all forgive
us any of these errors and know we do strive for
perfection and will do our best to insure it does not
continue to happen. We do very much like to deal with
all of you fellows there and hope we can get through
this time of turmoil. Please let me know what else I
might do.
Thanks so much,
Mark
=====
Your Complete Internet Tobacconist
www.knoxcigar.com
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Date: Sat, 25 Oct 2003 11:02:31 -0700 (PDT)
From: Pete Zaring <SNIP@esper.com>
Reply-To: SNIP@esper.com
Subject: Re: Re[2]: Knoxville Cigar Company - Customer Complaint
To: SNIP@SNIPrograph.net
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I hope this does us all some good. We can always
improve on our service and I hope you understand
nothing was ever done on purpose. We are working on
methods to be able to show what the shipping would be
for international orders but we do not have that
capability as of yet. We are somewhat limited to what
we can do with the current situation and software we
are using. this is always something we are working on
to improve and at some point I do expect this will
improve. I have already sent out the new pipe and
missing tin of tobacco to Joseph in Taiwan but I had
not really ever before your email heard about the one
fellow that had a problem with the shipping. We
charge exactly 1 dollar more than the actual cost to
ship our international packages so we don't make any
money on them at all this is just to defray part of
the cost of the packaging materials etc. The rest
actually goes to the post office.
Please ask any one there that feels there has been a
mistake to let us know and we will take care of them.
Or maybe give a better explination no one had
complained to me that they did not like the
explination we can at times be a bit short if we are
hard at work trying to get the packages out. Until
recently the entire operation on the site was taken
care of by me and Keith so it was a lot of work for
two guys.
Mark
=====
Your Complete Internet Tobacconist
www.knoxcigar.com
发表于 2003-10-24 22:16:10
发表于 2003-10-24 22:21:59
楼主
重要的是我希望處理事情的態度要加強,也許錯不在他們,也許是郵局方面的疏失,如果他們事後有誠意幫我,縱然到最後我依然沒有收到煙草,我也不會對他們這麼失望,我只是希望多一點尊重,別一直要我乾等
发表于 2003-10-25 23:10:08