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.

3 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....