Knoxville Cigar

LeslieNg

写了一封信给 Mark，语气保持礼貌但暗示他们应该对我们村友的服务质量予以更多的重视，以及在搞清楚事件后妥善解决问题。希望能给他一点不算难看的压力吧 ...


Subject: Greeting from the Chinese Pipe Smoking Community

Dear Sirs,

Please allow me to take the liberty to write you.

My name is Leslie Ng, webmaster of PipeVillage.com, a volunteered portal for Chinese Pipe Smokers, which is also the most influential in the Chinese Pipe Smoking Community. Recently some of our members have been discussing their shopping experience about Knoxcigar, frankly with appreciable complaints around. The thread was triggered by Arthur from Singapore, who has always been an avid, cordial hobbyist. He took all the responsibilities for the seemingly less satisfactory situation, simply because he has referred a lot of fellow members to shop in your site. Unfortunately, some problems arise and they hope to decipher where the problems come from, hopefully thereafter getting reasonable solutions from you. Indeed, customers should be well-served, no matter they're nearby and afar. And if such problems keep bothering both of us, it might be creating a bad word-of-mouth in the hobbyist community and the industry, which both of us don't want to see, if I'm not wrong.

As I see it, all the members concerned are almost from Taiwan. They're rational, honest, courteous decent pipe people. The problems probably rooted from both the service quality of USPS and their peer in Taiwan (I heard the notorious stories about USPS. I also know USPS packages reached my mailbox in mainland China within 7-15 days, which might be speedier than the ones to Taiwan. Last but not least, as a fact, Taiwan monopolizes in Tobacco and might be strict with products mailed in) and the could/should-be-better managerial side in Knoxcigar, such as marketing software, weighing, packing, logistic arrangements and handling strength as problems pop up.

I believe Knoxcigar is a renowned and respected merchant around the world, though I haven't had the chance to be one of your loyal customers yet. As a webmaster, I stay quite neutral and really hope the problems can be resolved in a satisfactory way, as all the parties get to know what's really happening.

If I can be of any help facilitating communication between my friends and Knox, please never hesitate to contact me.

I know you're busy, so please don't take a lot of time informing details. I will be grateful if I'm informed this message is read and hopefully arouses some reasonable attention.

Thanking you

Warm regards,

Leslie Ng

www.PipeVillage.com

upshall

相信在村长的“暗示” 加上大众的压力，Knoxcigar在也不敢亏待我们华人社群。

Joseph兄的“断烟斗”以及短货已经得到适当的处理，在下认为，这个issue,可以消案了。

至于Roland兄和小曾兄的问题，还请二位快快写email给Knoxcigar。

损失惨重的Cat小姐哪个issue, 小弟会继续跟Knoxcigar要求做出适当的处理及赔偿。
-------
如有其他村友在这几可月有不愉快的遭遇，还请快快跟贴，如是威望不足的村友，大可在热身场发贴。小弟会尽量在这两个星期要求Knoxcigar给村民合理的赔偿或解释，从此以后小弟不在插手跟Knoxcigar有关的问题。

[此贴子已经被作者于2003-10-26 15:49:47编辑过]

joseph

謝謝大家的幫忙
昨天  我寫信給Mark  Mark回信如下  
Yes Sir I personally sent them out to you yesterday
and I packed them in a small box and the pipe I took
apart and put bubble wrap on the pipe and the bit and
put popcorns all around them then the tin is on top of
the popcorns.  Did you know that this was the very
first broken pipe we have ever had in shipping
thousands of pipes.  So, you are a first.  Anyway
there was no charge for anything and it all went out
yesterday for you.

I hope you like the new pipe.

Mark
收到斗後向各位報告

LeslieNg

以下是 Knoxcigar 的回信，供各位当事人参考：

Dear Pete,

Thank you for your detailed information on this issue. As said, I know
you're busy and I hope I didn't occupy a lot of time of you in addressing
the issue again. Anyway, I'll be informing our members your feedback on this issue.

Thank you again.

peace, prosperity and love

Leslie Ng

www.PIpeVillage.com

----- Original Message -----
From: "ete Zaring" <***@esper.com>
To: "Leslie Ng" <LeslieNg@PipeVillage.com>
Sent: Sunday, October 26, 2003 10:49 PM
Subject: Re: Greeting from the Chinese Pipe Smoking Community


> Leslie,
>
> Thamk you for you email. The problem I see it is
> twofold. First on our end we have been training a new
> person in shipping so no doubt some of the errors have
> been due to the inexperience of the new person but  to
> make matters worse we have been in the process of
> moving into a larger facility so everything has been
> in turmoil here.
>
> Secondly is the USPS/Taiwan mail issue. First unlike
> the courior services we have no way of tracking a
> package to it destination. Once it leaves the states
> it's out of our control and several things can happen
> at that point. One, it can get lost second customs
> could seize the package so the risk is great for the
> recieving party. We could ship by courier but them
> it's a completely different set of issues. First is
> the cost. UPS and Fedex both are charging about $35 us
> for a 1 lb package to Tiawan. Second when we ship via
> courier I have to declare the contents of the package,
> since it is almost always tobacco I can assure you
> that customs will charge the reciever duties, negating
> the cost savings you get when purchasing from us.
>
> I am aware that we have had several issues lately that
> we have not normally experienced and I am correcting
> them in the following ways,
>
> 1. No international package, starting last week, is
> shipped unless it has been examined by two people
> instead of one.
>
> 2. Someone in management is now spot checking all
> orders leaving for completeness. Now we could still
> miss something occassionally because we cannot devote
> the manpower to physically check all of the orders we
> ship but this certainly should help us address where
> the problems lie.
>
> 3. We are hiring additional personell to fill in our
> weak areas, namely shipping.
>
> The order in question has been correct and another
> pipe and the shorted tin of tobacco is on it's way to
> the customer. We value our international customers as
> much as we do our in-states customers and I hope this
> letter will address some of the recent concerns.
>
> If you need clarification or additional information
> please do not hesitate to contact us again.
>
> Regards,
>
> Pete Zaring
> President Knoxville Cigar Company.
>
>

[此贴子已经被LeslieNg于2003-10-27 1:56:44编辑过]

upshall

Date: Tue, 28 Oct 2003 09:49:48 +0800
From: <SNIP>@<SNIP>rograph.net
X-Mailer: The Bat! (v1.62r) Business
Reply-To: <SNIP>@<SNIP>rograph.net
X-Priority: 3 (Normal)
Message-ID: <1334361777.20031028094948@<SNIP>rograph.net>
To: Pete Zaring <pipes@esper.com>
CC: <SNIP>@mail2000.com.tw
Subject: Re[6]: Knoxville Cigar Company - Customer Complaint
In-Reply-To: <20031027192310.41084.qmail@web11107.mail.yahoo.com>
References: <20031027192310.41084.qmail@web11107.mail.yahoo.com>
MIME-Version: 1.0
Content-Type: multipart/mixed; boundary="----------1281A7136650CE55"


Dear Mark,

I'm sorry that your local USPS office is being irresponsible.
I've a scan copy of the Form 542(C8/C9) and attached to you.

The number of missing order in question is kccweb-<SNIP>
I will make an verbal agreement with your buyer that she will keep you
and myself inform if the package arrive, and to allow you to recharge
the amount. To prevent misunderstanding, why not you consider to sent
by USPS registered mail, where the recipient will need to sign before
the postman hand over the package.

Your service have always been excellent to me, I'm just an unlucky guy
to post a recommendation of your site without any disclaimer, some of
your client came to me for translation(English to Chinese). Some
suspected that I earn commission for referring them to your site,
hence I'm responsible to their unhappy transaction with you.

Thanks very much for helping me to end these nightmare.

Regards,

Arthur

Tuesday, October 28, 2003 08:59:53(GMT +8)                           

mailto:<SNIP>@<SNIP>hydrograph.net

--
Tuesday, October 28, 2003, 3:23:10 AM, you wrote:

PZ> I just sent you another email a little while ago and
PZ> if you will tell me the order number like I said I
PZ> will refund the whold thing that should take care of
PZ> that on the other stuff I have resent the pipe and
PZ> missing tin of tobacco which I might add was what I
PZ> told them as soon as they informed me there was a
PZ> problem.  We have shipped thousands of pipes to people
PZ> and this is the first pipe ever broken.  So, it does
PZ> not happen often as you can see.  But I told them as
PZ> soon as they told me this happened that I would send
PZ> them a pipe at no cost to them at all to replace the
PZ> broken pipe.  I don't see how I could have handled
PZ> this any better.  Same as all the others I have
PZ> responded and sent out missing quantities as well.  I
PZ> really don't know why they are all giving you so much
PZ> trouble as when we are notified of a mistake we do
PZ> send out the missing quantities and take care of
PZ> everyone.  You must understand we do have disclaimers
PZ> and this is so that people can not just tell us they
PZ> never got the package when they really have.  I do
PZ> trust you and that is why now I am saying I will
PZ> refund the whole amount to the customer that said they
PZ> did not get the package I feel a bit  more confident
PZ> that you are backing up that story but again filling
PZ> that form I guess I could try again but the post
PZ> office here is difficult to deal with and that is what
PZ> they did to me when I went in to try and correct the
PZ> situation.  Just get me the number on the one that is
PZ> missing altogether and I will refund the amount and
PZ> once they get it if you will tell me I will then go
PZ> back and recharge the amount.  That is the best I can
PZ> offer.

PZ> Mark

PZ> =====
PZ> Your Complete Internet Tobacconist
PZ> www.knoxcigar.com

--

upshall

在下回信最后一段纯粹是为了加强他们的效率，还请村友别误会，在下明白村友并没误会我介绍他们的服务是为了赚外快，也乐意用我三脚猫的中文为村友翻译来信。 ^__^
-----
Your service have always been excellent to me, I'm just an unlucky guy
to post a recommendation of your site without any disclaimer, some of
your client came to me for translation(English to Chinese). Some
suspected that I earn commission for referring them to your site,
hence I'm responsible to their unhappy transaction with you.
----

upshall

Knoxcigar 已经把斗/烟草补寄给Joseph兄，

也答应现退款给猫小姐，协议是猫小姐在“未来”收到货后，给他们封email，让他们扣除货款。

下来剩下Roland兄和小曾兄的问题，不知Knoxcigar有没回应。

cat

看到這個消息真的有點無法相信,我以為k公司頂多再補寄一次煙草給我,想不到卻願意退我錢,我想,k公司可能怕補寄一次又弄丟,反正不管是退錢或補寄都可以,我都願意接受,畢竟他們已經作出善意的動作了.... 小妹在此誠心感謝upshall大哥的幫忙

ps:  upshall 大哥,今天你寄了封e-mail給我,請問,那張表格是要做什麼?

upshall

猫小姐，

那封email是给Knoxcigar的，CC给您。那張表格是给Knoxcigar到邮寄报失用的。

Roland

求償是手段 讓他們別出錯才是目地  k站的優點是種類多 價格合理 購買軟體設計使用方便(尤其對我這種英文不好的)
我會先觀察一陣子 若真有改善 大概就會再跟他們買 之前我的事件並無太大損失 算了!