Customer Satisfaction & Complaints
Here is our current Yahoo! rating as of 1-31-2000 from over 1000 customers:
This survey shows 95% positive feedback from our customers. Keep in mind that this survey is highly biased since most satisfied customers do not bother to rate us with Yahoo. For comparison purposes, here are the customer ratings of Directron.com and some other online computer stores at www.ResellerRatings.com as of 2-2-2000. The perfect score (best) is 7.
We receive a lot of positive feedback on our web design, online product description and information, the flow of ordering process, the speed orders are processed and shipped, product selection and prices, product quality, accessibility of our personnel, overall experience, and customer services. We'll continue to excel in these areas.
However, we realize we are not perfect, yet. Here is a list of the top five complaints we received among the 5% negative ratings. Our goal is to have all our customers feel "excellent" about Directron.com and our services in the near future.
Slow telephone and/or email response: Most e-mails and phone inquiries are answered quickly. However, we understand that it's annoying to receive a slow response or none at all, when you need it the most. We have devised the following to improve our record in this area: We have now updated many FAQ pages online. Customers should be able to find 99% of the answers to their questions online. (2) We are upgrading our phone system to increase the volume. (3) We are adding more staff to handle the volume.
If you experience some slow response from us, please consider: (1) Monday and Tuesday are our busiest days of the week. Thus please avoid these days to call us if you can. (2) Answers to most telephone and e-mail questions (95%) can be found online! (3) Most service procedures such as Return Merchandise Authorization, Cross-Shipping, and Discrepancy & Damage Report can be done online without a phone call or e-mail. (4) Our business hours are 9-6CST, Monday-Friday.
Orders or packages got "lost": Packages got "lost" most often when orders were shipped by US Postal Services, for which online tracking was not available until recently. Very rarely we experience package loss with UPS. However, some UPS Ground delivery may take much longer than estimated, especially to locations that are far away from Texas.
Rarely do orders get "lost" in our order processing process. When it did occur, it was often for a couple of reasons. First, the faxed order may never get faxed to our order processing center and we didn't catch it soon enough to resend it. This problem was caused by Yahoo! fax server and has been documented on our web site as a known bug. It has improved significantly since Yahoo! added two more fax servers. We are devising a system internally to avoid such situations. Second, orders are delayed because of the credit card verification process. Here is a list of top reasons for order delays.
Wrong items shipped or dead on arrival (DOA): We currently have about 1% error rate in shipping. We are upgrading our shipping technology and improving our warehouse logistics to further reduce the error rate. Most errors occur on small items such as cables and adapters. When it happens, we offer to send a replacement right away and pay for shipping the wrong item back to us.
Unfortunately, electronic parts do have varied failure rates, just like everything else in life. We cannot test all items before shipping. To avoid DOA, customers do have the option of paying $15 service fee to have item(s) tested before shipping. If this option is chosen, we would pay for sending the DOA product back to us within 7 days. Otherwise, Directron.com does not guarantee that any products would be defect free on arrival. Customers would pay for the shipping cost of sending the defective ones back to us. Here is why. Suppose you bought a radio at Wal-Mart and it is defective out of the box. You have to spend you own gas, mileage and time to bring the radio back to Wal-Mart for an exchange or refund. Of course, Directron.com would be responsible for shipping the replacement via UPS Ground.
Items missing or damaged during shipping: Please double check the package and your receipt. Is there any items designated as "B/O" for back order? Or "D/S" for drop shipping? These items often arrive separately.
We found most damages are to case covers, especially those with plastic anchors. We try to pack items well. We open most case boxes and add additional cushion materials, although this adds labor cost to our shipping department.
We realize that it could be very frustrating when such problems happen to your order. To make it simple to receive the replacement or make-up shipment, you may now file an online Discrepancy & Damage Report. No phone calls or e-mails to us are necessary. We may call you to verify the information.
Replacement item was sent late or credit was issued late: We are adding staff to process the replacement and credit faster. However, a normal credit procedure may take 1-2 weeks to process since there might be some investigation work involved.