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Your C64x Extreme is being shipped today. It is presently being loaded with COS Vision, and will undergo a final check before it is picked up this afternoon by USPS. You will receive an email confirmation with tracking info later today.
Your experience is just beyond what I would ever expect a customer of Commodore USA to endure, and for this I sincerely apologize. Without even offering any excuses, since there are none, there is an explanation that highlights some of the issues that we have experienced during the past year. It is unfortunate that you had to be the recipient of a perfect storm of miscommunication, horrific customer service, and a customer service issue that simply just fell through the cracks.
It has been just over one year since we began shipping, and needless to say we were totally caught off guard, and somewhat surprised as to the huge amount of orders that we received, and continue to receive on a daily basis. Thousands of orders have been processed and shipped with absolutely no problems at all. Considering the volume of shipments, there have been very, very few customer service issues that were not resolved in a timely manner. However, that is not to say that all is perfect in OZ, and there has been instances where we were less than stellar in resolving these issues, but nothing like the problem that Panna has had to go through in getting his unit returned to him in Norway.
Although it may seem to Panna that over 100 calls were made to our office, I believe that number is somewhat exaggerated due to the utter frustration in making contact with us on too many occasions. I will say that since our phone system is strictly VOIP ( we use two service providers; Net Talk and Voice Eclipse, both of which are acceptably reliable as far as VOIP is, we have had problems with calls coming in from various overseas locations. This could explain a part of the communications issues we have had. Additionally, we have changed and updated both our email servers over the last six months, and in the transition from POP to IMAP, we „lost/ misplaced/or simply misdirected emails that were directed to our various email accounts. That issue has been resolved. And finally, when I inquired about Panna’s order status and shipping details, I was given incorrect info from our staff (who, needless to say, is no longer employed here). Put all of these conditions together,throw in a few that I haven’t even included, and I can see how this horror show escalated to the point where Panna had to resort to posting his frustration here on our forum.
Let me assure all our members, customers and visitors that we are making every effort to resolve these issues. I note that a member here suggested that we hire a full time customer service rep to handle these issues, reply to customers requesting some type of email assistance etc. Luckily, there are so few of these customer service issues that a full time employee is just not warranted. We are very fortunate in this regard, since our barebones units rarely, if ever have any type of problem, other than requests for order status updates and tracking info. Additionally, our configured units enjoy an incredibly low failure rate as we only source components with the highest quality from major manufacturers and OEM suppliers.
I hope this addresses the very valid concerns that were raised here by Panna, and to those who have an interest in both our company and products.
More Barry comes out
Heed these words: What in the world does your reply have to do with my post above? And what does it have to do with factory defective parts etc? There was no failure of any part, nor can I understand what point you are trying to make. The fact is, this customers problem was not due to any part failure. It was simply caused by a loose fan wire coming loose and hitting the fan blades, creating quite a noise. Now go back and do some speedy customer service/ repair work on that huge pile of defective parts that you luckily have spares for right there on hand.. Heed that!
There was also some poor justification „shit can happen“
Having dealt with many of the ‘big boys’ over the years – HP, Toshiba, Acer, others, I can tell you these things can and do happen from time to time. Until I see a pattern of poor service – which I have not seen as yet from CUSA, I for one am not concerned. Moreover, the CEO of those companies never took care of my problems personally…