Where Is Customer Service @ Audioholics Store???

[czynot]

Where is customer service. I emailed AND no reply. Called Store Number. Answer machine. I NEED STATUS ON MY ORDER!!! PLEASE SOMEONE TELL ME HOW TO GET HOLD OF CUSTOMER SERVICE.

 

[adk highlander]

I'm not sure which coast the store is based out of. If you have just emailed them this morning they may not be in until noon eastern time. That would be the same for the phone. What time did the message say they are open?

 

[krzywica]

They are out of Salt Lake, UT. I have had nothing but immediate (within 30 minutes on a weekday afternoon) response from their customer support. I'm sure they will get back to you some time today.

 

[czynot]

emailed yesterday 2x (no reply). Called yesterday 4pm est time. called today 12pm est. all voice mail.
Finally contacted EMP and check with them. EMP can not even find my order from Audioholics under my name and address. EMP is mountain time. Audioholics store should be mountain or western time.
I just need to find out what happen to my order. if not fill by audioholic than i will cancel and reorder with EMP. But I cant do anything till i hear from someone.

order place 9/17/2009. still waiting for tracking.....

 

[krzywica]

Yeah I think they are really swamped. I ordered EMP towers and a center Friday and they didn't ship till yesterday.

 

[AH Store Admin1]

Hey czynot -

Sorry for the delayed response. We are looking into what happened with the order. It was received on Thursday by us after our order cutoff and submitted to EMP Friday morning. Yesterday they said that they had run out of the manuals that go with the speakers but had gotten more in, and that all pending orders should be shipping yesterday and today. Only a couple orders made it out yesterday, and we are waiting to hear on the rest.

FYI - Our support is primarily based out on the West Coast, although we should be adding staff on the East very shortly ahead of the busy holiday season. Please leave a message if you get a voicemail when calling as we do get very busy during business hours.

 

[czynot]

Thankyou ALL for your quick reply here. I just need to know what happen to the order as I didnt hear from anyone on the order. I become concern when EMP today say they cant find my order from audioholic list.
Again thankyou and hope i get tracking or speakers soon.

 

[markw]

Not all companies operate 24/7

All this fuss when it hasn't even been a week? Sheesh!

 

[MinusTheBear]

All this fuss when it hasn't even been a week? Sheesh!

I order stuff online all the time. It all boils down to communication when dealing internet direct. For instance the best system in my opinion is to give confirmation email as soon as I place my order (every store does this). Then give another email that your order has been received and is being processed /credit card/your order /approx shipping date(this is one step a lot of ID companies don't use in their email system/communiction and is one of the most important). This installs confidence and does not cause panic in the consumer because it tells them your order is being looked at and gives them some sort of idea what is going on. It also gives the consumer better reference to any lag periods with the order so they have a better idea that there might be a problem. And finally a shipping notification (the best of all).

 

[jinjuku]

This is what I was hoping not to see when the AH store was launched. That is people hitting the forums for CS.

 

[MinusTheBear]

This is what I was hoping not to see when the AH store was launched. That is people hitting the forums for CS.

I disagree with this statement. I can understand consumers being worried about their order. If this is one avenue they can get information and ask questions about their order and maybe get their inquiry resolved faster with the AH store than more power to them.

 

[griffinconst]

I disagree with this statement. I can understand consumers being worried about their order. If this is one avenue they can get information and ask questions about their order and maybe get their inquiry resolved faster with the AH store than more power to them.

+1 on that.

 

[czynot]

Dont get me wrong. I love fourms. reasons I order from AH store is to support the forums like this. without AH Forums we can not get great deals or new ideas.
I order placed on thursday. I was told by AH store customer support that I will receive tracking shortly and will receive product in 5 days. Its been 5 days, not even tracking. I contacted EMP and they dont even have my order from AH order list.
With everyones help here. AH store contacted me and say they send order to EMP Friday. EMP called me today and told me that they got the order today and will ship tomorrow. Without the everyone help here? i maybe still waiting (who knows how long) for order/tracking that will never come.
I dont think this is fuss about few days order. I just need some help and didnt know where to look when emails and calls not return.
Again thankyou for those that help.

 

[krzywica]

I disagree with this statement. I can understand consumers being worried about their order. If this is one avenue they can get information and ask questions about their order and maybe get their inquiry resolved faster with the AH store than more power to them.

Yeah I agree. Thats usually the first place I look when seeking assistance is to see if the company has a forum.

 

[Audioholics]

I think one lesson is to leave a message with voice mail as well - can't hurt. Typically those store guys are very quick to repsond to all messages.

 

[AH Store Admin1]

czynot - we spoke to EMP this afternoon and confirmed that your speakers are on the truck. We should have tracking for you this evening. Unfortunately it looks like the order was misplaced by the supplier. It happens once in a while but usually is caught soon, as we can tell which orders have been shipped in our system.

MinusTheBear, I appreciate your suggestion and I will look at how we can integrate this type of email into our order management system. It would be a great way to reduce any confusion when an order does not ship right away.

Thanks to all of you who support this great website, discussion forum and our e-Store with your business and your suggestions. They are always welcome here or anywhere.

Best, Will