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Posted: |
Dec 22, 2017 - 8:10 AM
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By: |
edwzoomom
(Member)
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Jacky, I've been following your posts on this absolutely terrible transaction of yours. Through no fault of yours, this has ended terribly for you, and I'm sorry. This exemplifies HORRIBLE CUSTOMER SERVICE from Varese, they should have 'eaten' their loss, apologized, and however and by whatever means necessary, 'made this right for you', which they did not. I personally had a problem at Intrada this year with a 'big box set' of something. Though no fault of mine and definitely, NO fault of theirs, they fixed the problem very quickly. I was extremely thankful to them for helping me out, and their customer service was and remains beyond magnificent! Varese isn't even in the same universe of customer care.
Well put. Interesting that the release of a Christmas movie score is gushingly shouted from the tree tops yet the ongoing and unconscionable treatment of a loyal customer are met with.....crickets.
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Posted: |
Dec 22, 2017 - 8:16 AM
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By: |
jedizim
(Member)
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Jacky, I've been following your posts on this absolutely terrible transaction of yours. Through no fault of yours, this has ended terribly for you, and I'm sorry. This exemplifies HORRIBLE CUSTOMER SERVICE from Varese, they should have 'eaten' their loss, apologized, and however and by whatever means necessary, 'made this right for you', which they did not. I personally had a problem at Intrada this year with a 'big box set' of something. Though no fault of mine and definitely, NO fault of theirs, they fixed the problem very quickly. I was extremely thankful to them for helping me out, and their customer service was and remains beyond magnificent! Varese isn't even in the same universe of customer care.
Well put. Interesting that the release of a Christmas movie score is gushingly shouted from the tree tops yet the ongoing and unconscionable treatment of a loyal customer are met with.....crickets.
That Christmas movie score was NOT released by Varese...it was released by Howlin' Wolf records. Varese should not and would not "shout it from the tree tops". Mr. Hackman may be promoting it because his spouse is the composer...but Mr. Hackman is NOT Varese.
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Posted: |
Dec 22, 2017 - 8:45 AM
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By: |
davefg
(Member)
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Jacky, I've been following your posts on this absolutely terrible transaction of yours. Through no fault of yours, this has ended terribly for you, and I'm sorry. This exemplifies HORRIBLE CUSTOMER SERVICE from Varese, they should have 'eaten' their loss, apologized, and however and by whatever means necessary, 'made this right for you', which they did not. I personally had a problem at Intrada this year with a 'big box set' of something. Though no fault of mine and definitely, NO fault of theirs, they fixed the problem very quickly. I was extremely thankful to them for helping me out, and their customer service was and remains beyond magnificent! Varese isn't even in the same universe of customer care.
Agree with this 100% and also what Last Child, Ed and Kev have posted. To you Jacky, this is awful and I too am very sorry for you. Been charged the full custom charges was an insult. I had an item (no soundtrack related cancelled) from an order after I purchased it. I received two grovelling emails and two options, (a) a full refund or (b) an item that had the same value as the one that they no longer had in stock. Compare that level of customer service to the one provided by Varese. I've had a few minor issues with defective discs years after the issue arose and the other labels have always been very helpful in these cases. The lack of customer care provided by Varese is really damaging their brand.
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Posted: |
Dec 22, 2017 - 8:49 AM
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By: |
edwzoomom
(Member)
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Jacky, I've been following your posts on this absolutely terrible transaction of yours. Through no fault of yours, this has ended terribly for you, and I'm sorry. This exemplifies HORRIBLE CUSTOMER SERVICE from Varese, they should have 'eaten' their loss, apologized, and however and by whatever means necessary, 'made this right for you', which they did not. I personally had a problem at Intrada this year with a 'big box set' of something. Though no fault of mine and definitely, NO fault of theirs, they fixed the problem very quickly. I was extremely thankful to them for helping me out, and their customer service was and remains beyond magnificent! Varese isn't even in the same universe of customer care.
Well put. Interesting that the release of a Christmas movie score is gushingly shouted from the tree tops yet the ongoing and unconscionable treatment of a loyal customer are met with.....crickets.
That Christmas movie score was NOT released by Varese...it was released by Howlin' Wolf records. Varese should not and would not "shout it from the tree tops". Mr. Hackman may be promoting it because his spouse is the composer...but Mr. Hackman is NOT Varese.
Fully aware of that. However, wouldn't it be nice if a Varese employee took full ownership of a customer's problem and resolved it. I work for large corporation with an extremely large customer base. Even though I am not in the front line of customer service (lovingly called the back office), I've lost track of the times I have personally taken a customer under my care to resolve their issues. I don't do it for kudos, it's my job and I am passionate about it. These customers are the reason I have a job. Film score fans are a huge reason Varese stays in business.
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Posted: |
Dec 22, 2017 - 8:59 AM
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By: |
davefg
(Member)
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Jacky, I've been following your posts on this absolutely terrible transaction of yours. Through no fault of yours, this has ended terribly for you, and I'm sorry. This exemplifies HORRIBLE CUSTOMER SERVICE from Varese, they should have 'eaten' their loss, apologized, and however and by whatever means necessary, 'made this right for you', which they did not. I personally had a problem at Intrada this year with a 'big box set' of something. Though no fault of mine and definitely, NO fault of theirs, they fixed the problem very quickly. I was extremely thankful to them for helping me out, and their customer service was and remains beyond magnificent! Varese isn't even in the same universe of customer care.
Well put. Interesting that the release of a Christmas movie score is gushingly shouted from the tree tops yet the ongoing and unconscionable treatment of a loyal customer are met with.....crickets.
That Christmas movie score was NOT released by Varese...it was released by Howlin' Wolf records. Varese should not and would not "shout it from the tree tops". Mr. Hackman may be promoting it because his spouse is the composer...but Mr. Hackman is NOT Varese.
Fully aware of that. However, wouldn't it be nice if a Varese employee took full ownership of a customer's problem and resolved it. I work for large corporation with an extremely large customer base. Even though I am not in the front line of customer service (lovingly called the back office), I've lost track of the times I have personally taken a customer under my care to resolve their issues. I don't do it for kudos, it's my job and I am passionate about it. These customers are the reason I have a job. Film score fans are a huge reason Varese stays in business.
It would be nice, however expect the "it is Naxos who are in charge of shipping not Varese. Please contact Naxos" line.
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Posted: |
Dec 22, 2017 - 9:11 AM
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By: |
edwzoomom
(Member)
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Jacky, I've been following your posts on this absolutely terrible transaction of yours. Through no fault of yours, this has ended terribly for you, and I'm sorry. This exemplifies HORRIBLE CUSTOMER SERVICE from Varese, they should have 'eaten' their loss, apologized, and however and by whatever means necessary, 'made this right for you', which they did not. I personally had a problem at Intrada this year with a 'big box set' of something. Though no fault of mine and definitely, NO fault of theirs, they fixed the problem very quickly. I was extremely thankful to them for helping me out, and their customer service was and remains beyond magnificent! Varese isn't even in the same universe of customer care.
Well put. Interesting that the release of a Christmas movie score is gushingly shouted from the tree tops yet the ongoing and unconscionable treatment of a loyal customer are met with.....crickets.
That Christmas movie score was NOT released by Varese...it was released by Howlin' Wolf records. Varese should not and would not "shout it from the tree tops". Mr. Hackman may be promoting it because his spouse is the composer...but Mr. Hackman is NOT Varese.
Fully aware of that. However, wouldn't it be nice if a Varese employee took full ownership of a customer's problem and resolved it. I work for large corporation with an extremely large customer base. Even though I am not in the front line of customer service (lovingly called the back office), I've lost track of the times I have personally taken a customer under my care to resolve their issues. I don't do it for kudos, it's my job and I am passionate about it. These customers are the reason I have a job. Film score fans are a huge reason Varese stays in business.
It would be nice, however expect the "it is Naxos who are in charge of shipping not Varese. Please contact Naxos" line.
Varese contracts with Naxos to ship the product but the customer care begins with the Mother Ship. If it isn't there, it isn't there. When I had a crushed booklet, I contacted La-La Land and received a prompt and warm email right away and had a new booklet within days. In this case, the Mother Ship gets it.
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I have worked in customer service myself in the past, and except in the rare case where the customer hasn’t been wronged and is trying to take advantage of a company (in which case they need to be dealt with in a different but no less professional manner), you ALWAYS set things right for the customer—with a smile—and in the hands of the best, as I considered myself when I was in that line of work, above and beyond the original wrong to make up for the customer’s grief and lost time and to send them away glowing rather than simply placated or worse yet stewing.
My mind is always blown when I encounter customer service personnel (as I did recently with the Blade Runner 2049 disaster) who treat you like shit or just don’t give a f***.. If your passion isn’t service, why are you in that line of work? I just do not get it.
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Hello Jacky,
So you did receive a refund for the box set, correct? Did you have to pay extra taxes for the box set and The Haunting? I know some countries you have to pay more shipping and or taxes once it hits the final country. I believe you were only sent The Haunting which is one CD and the value marked on the package should be for that one CD, correct? Was the value on the set more than the one CD? Did you have to pay extra duties or taxes because of the box set for which you didn't receive?
Please let me know. Please please let me know. Whether Varese takes and uses my suggestion when issues arise is out of my control. I try each and every time, but it's not my company, I don't own the company. I can only offer my suggestion to try to help you guys out when things come up.
Please let me know what monies are still owed and the what the final unresolved issues are. If the final unresolved issue is the not receiving the box, please let me know please, thanks so much. Really appreciate it.
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Posted: |
Dec 22, 2017 - 1:01 PM
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By: |
edwzoomom
(Member)
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I have worked in customer service myself in the past, and except in the rare case where the customer hasn’t been wronged and is trying to take advantage of a company (in which case they need to be dealt with in a different but no less professional manner), you ALWAYS set things right for the customer—with a smile—and in the hands of the best, as I considered myself when I was in that line of work, above and beyond the original wrong to make up for the customer’s grief and lost time and to send them away glowing rather than simply placated or worse yet stewing.
My mind is always blown when I encounter customer service personnel (as I did recently with the Blade Runner 2049 disaster) who treat you like shit or just don’t give a f***. If your passion isn’t service, why are you in that line of work? I just do not get it.
Tango, I am sure you know that there is that rare customer out there who is not satisfied even with your best efforts at resolving their issue. However, I have seen my company go to the nth degree to even make this type of customer happy. The customer is not always right but the customer is always first and foremost. If you send the message that the customer does not matter, word flies fast in the social media driven world we live in today and you deserve the crappy reputation you cultivate.
jacky, in this case, you are right and deserve a bonus for what you have put up with.
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You’re right, edwzoomom, about word spreading. It spreads both ways. Crappy service will decimate your existing customer base, where stellar service will invite new and more frequent customers. Sometimes you make the sale just because your customers like doing business with you.
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Posted: |
Dec 22, 2017 - 5:43 PM
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By: |
jacky
(Member)
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Hello Jacky,
So you did receive a refund for the box set, correct? Did you have to pay extra taxes for the box set and The Haunting? I know some countries you have to pay more shipping and or taxes once it hits the final country. I believe you were only sent The Haunting which is one CD and the value marked on the package should be for that one CD, correct? Was the value on the set more than the one CD? Did you have to pay extra duties or taxes because of the box set for which you didn't receive?
Please let me know. Please please let me know. Whether Varese takes and uses my suggestion when issues arise is out of my control. I try each and every time, but it's not my company, I don't own the company. I can only offer my suggestion to try to help you guys out when things come up.
Please let me know what monies are still owed and the what the final unresolved issues are. If the final unresolved issue is the not receiving the box, please let me know please, thanks so much. Really appreciate it.
Hi Peter,
I received a refund for the boxset and the shippingcosts of the boxset only,..... after weeks. The total value that was stated on the invoice that was put on the small package was for the complete order, including the boxset. The duties I had to pay was a calculation for both items (let's say the complete order).
I have refused this package which had an extra payment on it of almost 30 dollars, it was either pay the extra money or have it send back to Varese.
So only the costs of the Haunting cd and the shipping charges remains.
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Hello Jacky,
So you did receive a refund for the box set, correct? Did you have to pay extra taxes for the box set and The Haunting? I know some countries you have to pay more shipping and or taxes once it hits the final country. I believe you were only sent The Haunting which is one CD and the value marked on the package should be for that one CD, correct? Was the value on the set more than the one CD? Did you have to pay extra duties or taxes because of the box set for which you didn't receive?
Please let me know. Please please let me know. Whether Varese takes and uses my suggestion when issues arise is out of my control. I try each and every time, but it's not my company, I don't own the company. I can only offer my suggestion to try to help you guys out when things come up.
Please let me know what monies are still owed and the what the final unresolved issues are. If the final unresolved issue is the not receiving the box, please let me know please, thanks so much. Really appreciate it.
Hi Peter,
I received a refund for the boxset and the shippingcosts of the boxset only,..... after weeks. The total value that was stated on the invoice that was put on the small package was for the complete order, including the boxset. The duties I had to pay was a calculation for both items (let's say the complete order).
I have refused this package which had an extra payment on it of almost 30 dollars, it was either pay the extra money or have it send back to Varese.
So only the costs of the Haunting cd and the shipping charges remains.
Sounds like Peter is being a real gentleman here in trying to make this situation right for you. Issues and problems happen in every line of business and some are easy and quick to fix, and some are a little more complicated. Frustrated though you may be, I sure hope you are able to see what he's doing here.
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Jacky,
Between collector to collector, please find two CD's you are needing from the Varese store. No box sets or higher priced items as I ain't a rich man. Any Club CD or Limited or regular CDs is fine.
Email me, peter at fansoffilmmusic.com, with your address and the two FREE CD's you want and I'll purchase them and mail them to you. For those that think I'll just be grabbing CD's off the shelf, I will be posting my invoice of the two CDs that I buy that proves I bought them fair and square and I will be mailing them out on my own dime.
Best I can do Jacky 
Happy Holidays!
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