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In Reply to: Anyone else have problems ordering directly from Chesky? posted by Pacman on October 29, 2006 at 09:29:52:
After several days with no contact I recieved three e-mails today from Chesky. They claim the SACDs were shipped but lost in transit. They stated that they will reship them overnight and that they will throw in an extra sampler for my trouble. I'll let you all know if I get them tomorrow. At any rate I have to give them credit for responding, if late, then in an energetic manner. Unfortunately they still use USPS for shipping, which means no tracking number.Pacman is a moniker based on my name. It's likely that someone at Chesky read the posting, then checked the e-mails and phone messages and put two and two together. Things sure turned a corner after I posted.
Follow Ups:
wont it make more sense n is faster if they just applied themselves n get your order rt the 1st time?
I own a small company myself and I know about growing pains. This re-release of their inventory as SACDs is a big deal for them and they're probably working overtime trying to satisfy SONY. Direct sales is probably such a small part of their business that it gets pushed back as a priority. That's not the way it should be, but running a small company is a lot harder than it looks. The more you grow, the more cash you need to keep the company going and you can't do everything as well as you'd like.The Chesky rep told me that Chesky feels that they are saving their customers by using USPS. I told them that most people who buy Chesky SACDs don't really care about an extra few bucks in shipping cost and I sure would have liked to have a tracking number. It would have saved them a lot of trouble as well. The initial shipment would not have been lost. I can't remember the last time I shipped USPS
But in the end Chesky is a music production company not a direct sales company. They gave me a free SACD for my trouble and I'm pretty satisfied with that. In addition, although sonics vary from SACD to SACD, Chesky discs consistently have the best sound of any label I own, with the possible exception of Heads-up. I definately will keep buying their SACDS, but I'll probably buy them from Elusive Disc.
i agree wif your pt that they r essentially not a direct sales company n its only a small part of the business but really since u r a willing n captive customer (since u actually went 2 them instead of another supplier), it will be cheaper 4 them 2 keep u happy instead of screwing up n then making amends 2 u.n even worse, they've got the time 2 read your complaints on this board but couldnt spare the time 2 get your order rite the 1st time.
USPS is the cheapest way to mail product and another profit centre when charging a sizeable S&H fee. Its more profitable to re-ship multiple complaints than upgrade the shipping method.Chesky probably enjoys a sizeable percentage of sales online since its product no longer appears in many record stores. Its indicitive of its bad management that they cant even get this right.
To get satisfaction you have to bypass the women who always answers the phone. Speak only to David Chesky who can make things happen.
The most important part of a direct sales business, particularly an audiophile internet business, is customer service. You can't look directly in the eye of a salesperson like you can in a brick and mortar store and you can't walk out with the product. Most approach internet sales with a healthy degree of skepticism. Internet customers want lots of care and handholding and are willing to pay a few dollars more to get it. Most audiophile internet record companies do not mark up UPS or Fed Ex shipping greatly, if at all, and its worth a few dollars more to most buyers of audiophile records to get a tracking number and reliable delivery.Cheskey is only hurting themselves by trying to save its customers money. Elusive disc sends an e-mail when the order is recieved, and another when it is shipped - with tracking number. These e-mails are almost always less than 24 hours apart.If an item is backordered they don't charge your card. Music Direct gives the same service. That service is what allows these companies to charge premium prices.
thats the norm 4 e-retailers: keeping customers informed when their goods r ordered n shipped n only debiting the credit card accounts at the right time.in fact, once i even placed an order 4 sacds from a usa e-retailer n they shipped the item to me even b4 they debited my credit card account.
they initially did not debit my account becos they did not have the item in stock. but once they have the item, they shipped it 2 me asap without even debiting from my account!
they only realised much later that they shipped me the item despite my non-payment.
as 4 saving customers money, i dont think your position is correct.
a garner at the way these retailers send their goods makes me realise they may have special deals with these courier companies n they probably pay them a lesser rate than the common or published rates. so chesky may not have helped u saved money by using usps.
Even got the freebie sampler disc. I now own every jazz album that Chesky has published. They're all great but it's not that big a list. Hopefully the new SACDs of previously released material that Chesky has promised will be available shortly.
Have you picked up the Chesky World's Greatest Audiophile Vocal Recordings SACD?That has some nice performances on it. Certainly worth $15.98 !
nt
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