Sorry to rant

[HeyWayne]

But HMV online are rubbish!

Ordered the new Kings of Leon album on the 1st October and received an email from them to say it was on it's way on the 2nd. Woohoo I thought.

So, I waited.

And waited.

Did a little more waiting...

Then I called them on the 14th to ask where it was. The dude said that I'd need to wait the full 14 days (quoted on their website) after receiving the despatch email until they could do anything about it, so I called back 2 days later to report that the CD still hadn't arrived.

Dude said it was odd, but would get another sent to me.

I waited....

This one did arrive but not until last Thursday - some 3 weeks since placing the original order.

Ok, so I've got my CD (albeit with a busted case - you know the spider bit in the middle) and that's that.

Almost.

I've sent them an email complaining about what I consider to be rubbish service. The reply? A standard response stating that I need to wait the full 14 days after the initial despetch email...

So, like a moron I responded.

Same standard response has come back a further two times.

Needless to say, HMV will no longer be receiving my business.

Thanks for reading - I feel a little more woosah as a result. Your co-operation, as ever is appreciated.

[jackie j]

Hope you told them you wont be back. Some of our mail keeps going missing but not that sort mainly letters that we know have been sent.

[lynda66]

well at least you got the album ...... eventually. i'd not go back either.

[squashysu]

rant away love, how annoying!!!! i use CD Wow and have never ever had a problem with them.

I wouldnt use them either in future!

[bloom]

I use amazon or play.com, there usually best for price and services is always quick

[bloom]

oh ye I also think its a crime that there are no desent record shops anymore and so we are forced to buy online!

[SlugLobber]

I always go through Amazon for music. Have never had a problem, there. Got the single downloaded on mp3. Am still shocked that I like something in the charts!

[HeyWayne]

oh ye I also think its a crime that there are no desent record shops anymore and so we are forced to buy online!

The problem I have with record shops is that the shelves are set too low - so I have to stand back (the other side of the aisle) to see what's on them. Then I get some numpty comes and stands smack bang in front of me. I usually make some sarcy comment like "I think you left your invisibility cloak at home today dude".

I usueally buy mine from Amazon too - their depot is just up the road from me, and I've never had a problem with delivery from them. Just thought I'd give HMV a chance on this occasion.

[SueA]

I've bought DVDs as presents for O.H. online from HMV in the past (as he's usually with me when we're in record shops etc.) & never had any problems so I've never come across what appears to be their rubbish customer service so I can't complain. I think a lot of CDs & DVDs probably go 'missing' in the post because they're quite recognisable, I used to belong to one of the online dvd clubs where they sent them through the post & you sent them back when you'd watched them, I gave up because odd ones I sent back never got there & some I asked for didn't reach me.

[di]

So how is it??Was saying to Andi earlier I'd like to get it!

[HeyWayne]

So how is it??Was saying to Andi earlier I'd like to get it!

I've only had it on in the car so far, so haven't given it my full attention as yet, but sounds as good as their previous three albums. They can do no wrong in my humble onions.

[Two_Sheds]

If you make a complaint, always always do it on old-fashioned paper, with a proper stamp and everything.
Emails and phone calls are too easy to ignore.

[HeyWayne]

Was I too harsh?

Thank you for finally respondiong in an appropriate manner.

The item did eventually arrive - although the case is broken (the "spider" that holds the disc in place is completely disintegrated).

To be frank, I am not willing to send it back as it has taken me long enough to get the disc in the first place and I am just grateul to have finally received it.

Rest assured however this is the last time that I will deal with HMV and will place my future online orders elsewhere - not that I'm sure you are remotely concerned, but I thank you for at least coming back to me eventually.

Regards

Wayne C*****r
Disgruntled Ex-Customer

>----Original Message----
>From: service@hmv.co.uk
>Date: 04/11/2008 13:18
>To: <w******@tiscali.co.uk>
>Subj: hmv Customer Service CaseID#******#
>
>Dear Wayne,
>
>Thank you for your email.
>
>I apologise profusely for the inconvenience you have been caused in regards
>to your missing order and the previous responses you have received from us.
>
>Unfortunately we are unable to cancel your order 12092544 as it has already
>been shipped out. This was shipped out to you on the 17/10/08. If you have
>now received this item please send it back to the following address:
>
>HMV Customer Returns
>Freepost 241
>Guernsey
>GY1 5SS
>
>As soon as it gets back to us, we can sort the problem out for you. Just
>let us know by including a note in the returned package as to whether you
>want a refund or a replacement copy – it’ll help us get things sorted for
>you as quickly as possible.
>
>If you have not yet received the replacement order please reply to this
>email and we will investigate the matter further.
>
>Any questions? Visit the ‘Customer Service’ section on www.hmv.com; reply
>to this email, or give us a ring instead on 0845 603 8576 we're open 9am -
>6pm Monday to Friday.
>
>
>We hope to see you again soon.
>
>Kind regards
>
>
>F*****h A**n
>
>
>Online Customer Service Team
>Buy Music CDs, DVDs, Games, Consoles, Blu Ray, MP3s & More - hmv.com - Free Delivery

[HeyWayne]

Well, can't knock them for trying.

Dear Wayne,

Thank you for contacting hmv.

hmv endeavour to provide our customers with an efficient and professional
service and to resolve any issues brought to our attention in a timely
manner. When hmv has fallen below this standard and delivered poor
customer service, this is a situation we regret and we will strive to take
on board all comments made with a view to improving our services.

In this case our current procedures have failed to deliver the service you
required. Please accept our apologies for this and be assured that we are
constantly adapting our methods in an effort to remedy any failures which
become apparent.

We have arranged for a replacement CD case to be sent to your registered
address, please allow 2-5 days for delivery.

If you require further assistance please do not hesitate to contact us by
replying to this email, or give us a ring instead on 0845 603 8576 we're
open 9am - 6pm Monday to Friday.

Thank you your patience and please accept my apologies for any
inconvenience caused.

Kind regards,

Dude McDude
Online Customer Service Team

[lainey lou]

Thanks for the tip off about shoddy service was gonna get the new boxset of lost from them, will get it elsewhere now.
Great Album though ain't it?