2006-02-26

Customer Service: CD Baby vs. Psyshop

I’ve made about 5 orders with CD Baby and received excellent service every time. I love their confirmation e-mail which (in part) reads:
A team of 50 employees inspected your CDs and polished them to make sure they were in the best possible condition before mailing.

Our packing specialist from Japan lit a candle and a hush fell over the crowd as he put your CDs into the finest gold-lined box that money can buy.

(I won’t spoil it by listing the whole receipt, but it continues in the same tone.)


Compare this to Psyshop. After placing an order I received this cryptic e-mail:
Dear Customer!
Sorry, but we were not able to process your order.

Reason: Invalid address or payment data.

Yeah, that really narrows it down! And what happened to live checking?

I e-mailed Rolf, and after a bit of back-and-forth due to the guy obviously having English as a second language, I heard no more from them.

I have no problem with English as a second language, but sometimes both sides need to work to understand each other. This guy just got short with me and wouldn’t answer any more e-mails. So much for customer service.

Pity, because I can’t find the CD anywhere else.

4 comments:

lei said...
This comment has been removed by the author.
lei said...

Yeah right. i tried to make an order on cdbaby last night, no error message nothing not even an email confirming (or not) my order. So emailed the company using the contact link. I am very surprised & i don't even know if my order went through so of course i'm not going to order again in case i end up with twice the goods. Very frustrating.

lei said...

well cdbaby's staff saved the day. i very quickly got a response from two real live people apologizing, so their customer service is superb if the website is perhaps a little unpredictable. it seems my order was accepted but no-one knows what caused the problem, & i got an order number. great customer service, i can say that much....

Anonymous said...

Maybe that's because Rolf at Psyshop is bit egotistical. You see after he took out Rob, owner of Seiko Sounds which was superior to Psyshop in every way; Rolf knows he's the biggest and not 2nd biggest. His customer service was always bad and I guess, still bad. Rob would email me from his breakfast table to assure me my items were on their way. Rolf could care less after he gets paid. For the record, I own dozens of out of print Psy-Trance and Goa Trance CD's like Spiritual Healing from Muses Rapt and Divine Design from Electric Universe. I'm a big fan of artists from HoMmega, Spirit Zone and Dragonfly records. I would do anything to have Saiko Sounds back and for Rolf's ship to sink into oblivion.