Improve your Customer Service - Forgive the HumBug Rant.

[CM-Longneck]

These are not stocking stuffer gifts. You need to provide customer service as you advertise on the web and you customer service people need to read emails before shooting back a canned response. So far I have to think your product is great - although I have yet to be able to do anything with mine because of the DOA charger you sent me -- but you just aren't doing well at all in resolving customer issues. I can only imagine things will get worse AFTER the holiday when more get opened that don't work. I have been trying to reach Customer Service via phone (nice piano jazz for 6 minutes then off to voicemail) 3 times, via email (poor reading and comprehension skills on your client service, although they successfully issued a ticket number - or was that the computer?) 3 times, and via Web Chat (Oh yeah, get your chat times corrected on the web and the phone lines so that they match reality) 2 times.

So far no response - no resolution - no hope.... Pleo will sleep through Christmas and my daughter will think it's the same as all her other stuffed dinosaurs. nice dad, what else did you get me?

I know it's "not your fault" I didn't crack open her gift earlier in the month and find this out with everyone else, but I guess I thought your delay of three months or so already handled the issue - my bad. Oh yeah, thanks for the express shipping, but I would prefer a working Pleo (or customer service that can help me get it fixed).

Merry Christmas To All, and to All a good charge.

[CM-Longneck]

Success! A call back this evening and they understand that the charger is the issue.

UGOBE CS: Okay, well we will certainly send you another one out, but that won't make it by Christmas.
Me: I know, I understand there is nothing that can be done now.
UGOBE CS: Okay, well we will certainly send you another one out, but that won't make it by Christmas.
Me: Yes. I know.
UGOBE CS: Okay, well we will certainly send you another one out, but that won't make it by Christmas.
Me: Ok.
UGOBE CS: Okay, well we will certainly send you another one out. I see you are from XYZ?
Me: No, I changed that address months ago after the preorder to the new State I live in.
UGOBE CS: Oh... click, click, click, Oh, so you live in ABC State? at # Street?
Me: Yes.
UGOBE CS: Oh.... Ok, so we'll send you out another charger, but it won't be by Christmas.
Me: Yes, I understand. Otherwise, you could reimburse me for the charger I bought at Radio Shack today that matches the 12V - 800mA that the original charger was since I'm sure that will solve my problem.
UGOBE CS: Oh.... Can you hold on?
Me: Yes. Sure...... (wait 5 Minutes)
UGOBE CS: Where did that guy go?
Me: Hello? (line goes dead)
UGOBE CS: Where is that guy now?
Me: Hello? I'm still here, I can hear you still....
UGOBE CS: Hello?
Me: Hello? Yes, I'm here
[Line goes back to hold - funky music]
Line goes dead - hangup.

Then my RMA email arrives, Oh, sorry - Two different RMA emails telling me to pack up the entire Pleo and ship it back to them, and then they will "analyze it" and oh, of course - I must pay for the postage and they will not send me anything until they get the Pleo back and analyze the "issue"....

Hmmm.... Customer Service on $350 item? I think not.

[soverdahl]

I kinda have to agree on the customer service side ... it took 6 emails, about 8 phone calls and a long delay to get my first hatch Pleos. It just seemed like every time I talked to someone, they said "your card will be charged tomorrow and it will ship tomorrow as well". I heard that 4 times and finally got it resolved 12/13.

So much for getting my First Hatch earlier than everyone else. Also, I got charged an extra $6 shipping "just because" that's what shipping costs.

Anyway, I understand they are busy, but I got a lot of canned responses as well and a lot of false promises. Your customer service could use some guidance on truly researching the issues before responding.

[blablablabla4]

what worries me is Ugobe has not responded to any of these complaints.

[PleoWorldHostSauri]

what worries me is Ugobe has not responded to any of these complaints.

blablablabla4 this is months old and the person was indeed taken care of. Rest assured UGOBE did everything they could to fix the problem.