Mizzle51
Green Machine
- Joined
- Oct 10, 2014
- Threads
- 9
- Messages
- 167
- Reaction score
- 116
- Location
- Vancouver, WA
- First Name
- Mike
- Vehicle(s)
- 2021 GT Prem PP1 Black
- Thread starter
- #1
[OP DELETED - Good response from Diode]
Sponsored
Last edited:
So my girlfriend tried to get my the interior light kit as an Xmas present and its been a real pain. I wanted to get the brightest light for the backup part of the kit, but that was sold out, so we went with the next step down. First she ordered before Xmas (Order No:
11211168, 12/19) and a few days before Xmas, she received an email from Michael N that somehow Diode did not get paid by PayPal. This Mail was sent Dec 22nd, and had a funny line at the bottom of mail trying to blame PayPal for not notifying Diode which in our opinion is a very big bag of not our problem. She was able to get it resolved quickly but we got a note that it may not come for Xmas. I was pretty disappointed Xmas delivery was going to be missed, but oh well.
Today, she checks the status of the order and its backordered with no ETA. No notification sent to her. She just saw this on the website:
This is awful customer service. No communications since the payment delay. So you will email us when money is missing, but when are goods are late, silence? That comes off as a scam. I frankly don't trust Diode but my girlfriend is more trusting here. I know some Diode people are on here, so we would like a full shipping refund. Also we would like a partial refund on the order for two reasons, this is late Xmas gift and you were out of what I wanted. As it was we had to compromise on the order, the extreme tardiness at this point is insulting and icing on the cake.
Thanks,
Mike
I'm very sorry for all of the trouble you've experienced. The holidays are the busiest time of the year for everyone, and even though we prepared as best we could, it seems we made some mistakes. Even though we shipped thousands of orders same-day, with no problems, it really doesn't matter if someone has a poor experience like you've had. I buy things online all the time, and I would also be very frustrated. I am personally very sorry.Today, she checks the status of the order and its backordered with no ETA. No notification sent to her. She just saw this on the website:
We are going to refund your order in full, and we will ship your items as soon as they arrive. Again, I apologize for the poor experience. We will continue to work to ensure this cannot happen for any future customers. It seems we have a lot to work on before next holiday season rolls around. I do appreciate your patience and understanding.I know some Diode people are on here, so we would like a full shipping refund. Also we would like a partial refund on the order for two reasons, this is late Xmas gift and you were out of what I wanted. As it was we had to compromise on the order, the extreme tardiness at this point is insulting and icing on the cake.
This is a new platform for everyone (vendors included). The delays are normal and should be expected. Once everyone catches up it will be normal. In the 05-14 mustangs everything ships same day for the most part.I would dispute the charge and get your money back. I am going to do that with most of my orders if my parts don't get shipped soon. I have never seen sh*t like this before. In the Subaru world when I ordered parts they were shipped the same day or next business day.
Way to go! That to me is customer service. I bought from you guys with no problem. I own my own business and can relate to both of you. Its never easy as business always trying to do the right things and you are right, we do make mistake at times. The world is not perfect and technology even less. Thank you for taking time to address the issue immediately.I'm very sorry for all of the trouble you've experienced. The holidays are the busiest time of the year for everyone, and even though we prepared as best we could, it seems we made some mistakes. Even though we shipped thousands of orders same-day, with no problems, it really doesn't matter if someone has a poor experience like you've had. I buy things online all the time, and I would also be very frustrated. I am personally very sorry.
I know it won't help much, but I'll try to explain what likely happened, for anyone interested. While it may seem like we had poor intent, I'd like to assure you that this was certainly not our goal. We just made mistakes, and did not handle your entire order as we should have.
1. Paypal notifications. Paypal's IPN is extremely buggy and does not always work well with our eCommerce software. We send an email to anyone placing a Paypal order, in order to ensure that we do not miss any payments that might have been made, when Paypal's IPN does not notify our website that there was an order. This at least allows us to recify the issue, otherwise, it is very difficult to see incoming payments that are unrecorded in a timely manner. We actually did not accept Paypal for quite some time due to this problem, but brought it back a few months ago due to demand. We are in the process of launching a new website, which should resolve this issue.
2. Christmas delivery. This year, we guaranteed delivery by Christmas until the 17th, as publicized on our website directly and in our newsletter. You emailed us after placing your order, and asked if it would be delivered by Christmas, which is when we quickly and directly replied that it might not arrive in time. We would have been glad to refund your order immediately if this was unacceptable. Perhaps next year we'll add a notice on the checkout window after the cutoff date, to warn customers before placing their order.
3. Stock status. Although any backorder is inexcusable, our current website just does not update in real-time, so we are unable to provide real-time inventory information. Again, this time of year is our busiest, so unfortunately, some items go out of stock before we can update our website. We do email all customers directly when there is an issue, and based on our records, we did send an email to you on the 19th informing you and apologizing that the vanity lights were out of stock. As it was sent immediately after your order, perhaps it was confused with an order confirmation email.
We are going to refund your order in full, and we will ship your items as soon as they arrive. Again, I apologize for the poor experience. We will continue to work to ensure this cannot happen for any future customers. It seems we have a lot to work on before next holiday season rolls around. I do appreciate your patience and understanding.
Best,
Paul McCain
General Manager, Diode Dynamics
I'm very sorry for all of the trouble you've experienced. The holidays are the busiest time of the year for everyone, and even though we prepared as best we could, it seems we made some mistakes. Even though we shipped thousands of orders same-day, with no problems, it really doesn't matter if someone has a poor experience like you've had. I buy things online all the time, and I would also be very frustrated. I am personally very sorry.
I know it won't help much, but I'll try to explain what likely happened, for anyone interested. While it may seem like we had poor intent, I'd like to assure you that this was certainly not our goal. We just made mistakes, and did not handle your entire order as we should have.
1. Paypal notifications. Paypal's IPN is extremely buggy and does not always work well with our eCommerce software. We send an email to anyone placing a Paypal order, in order to ensure that we do not miss any payments that might have been made, when Paypal's IPN does not notify our website that there was an order. This at least allows us to recify the issue, otherwise, it is very difficult to see incoming payments that are unrecorded in a timely manner. We actually did not accept Paypal for quite some time due to this problem, but brought it back a few months ago due to demand. We are in the process of launching a new website, which should resolve this issue.
2. Christmas delivery. This year, we guaranteed delivery by Christmas until the 17th, as publicized on our website directly and in our newsletter. You emailed us after placing your order, and asked if it would be delivered by Christmas, which is when we quickly and directly replied that it might not arrive in time. We would have been glad to refund your order immediately if this was unacceptable. Perhaps next year we'll add a notice on the checkout window after the cutoff date, to warn customers before placing their order.
3. Stock status. Although any backorder is inexcusable, our current website just does not update in real-time, so we are unable to provide real-time inventory information. Again, this time of year is our busiest, so unfortunately, some items go out of stock before we can update our website. We do email all customers directly when there is an issue, and based on our records, we did send an email to you on the 19th informing you and apologizing that the vanity lights were out of stock. As it was sent immediately after your order, perhaps it was confused with an order confirmation email.
We are going to refund your order in full, and we will ship your items as soon as they arrive. Again, I apologize for the poor experience. We will continue to work to ensure this cannot happen for any future customers. It seems we have a lot to work on before next holiday season rolls around. I do appreciate your patience and understanding.
Best,
Paul McCain
General Manager, Diode Dynamics
No problem, thank you for your understanding. I have forwarded the refund request to our accounting department, and you'll receive an email confirmation tomorrow. I know that there may be an email delivery issue of some sort, so if you don't receive it, please feel free to call for confirmation. However, Paypal refunds do go through immediately, so you might just watch for the refund in your account tomorrow.Paul I appreciate the response and attention. This has more than resolved the issue to my satisfaction. Thank you.
Fixed.Glad you guys worked it out..... Maybe the thumbs down should be changed to .....
No problem, thank you for your understanding. I have forwarded the refund request to our accounting department, and you'll receive an email confirmation tomorrow. I know that there may be an email delivery issue of some sort, so if you don't receive it, please feel free to call for confirmation. However, Paypal refunds do go through immediately, so you might just watch for the refund in your account tomorrow.
Thanks again,
Paul