Well it seems that the most popular post on my blog is this one so I thought it deserved a bit of a follow up post.
I’ve just spent part of this evening re-organising my domain name and one of my old blogs to import all of the old posts into the current blog incarnation. Whilst doing that I noticed the original post about thedigitalcamerashop.co.uk and how many comments it has received so far. It made me start thinking about what DCS say about their own customer service procedures, well according to the FAQs on the website, they should be quite a good company to deal with:
Q. When can I expect my delivery?
A. You can track the progress of your order using our on line tracking facility.
The so called tracking system is the basic of the basic, no based on my story which you can read about here, this is my tracking status to this day:
25/02/08: Received @ 16:01
26/02/08: Status = Part Dispatched
22/07/08: Status = Dispatched
Yeah – great!
We aim to deliver all orders as soon as possible. Orders received before 13.00 Monday to Friday for items that we hold in stock will generally be dispatched from our premises the same day. Orders received after 13.00 for items that we hold in stock will generally be dispatched the next working day (excluding weekends).
‘Generally’, what that seem to mean is, if we have it in stock (unlikely?) then they will ship it out asap, or if the supplier has it in then again, it will be shipped pretty damn quick, however, god forbid you order something from the website which they don’t stock and neither does the supplier – you either won’t see it, or it will take a looooong time. They don’t run a live stock system which makes me think that they don’t actually stock items themselves otherwise, how hard could a stock system be from them?
Should an item be out of stock or a special order we will obtain it as soon as possible. We will inform you via e mail if an item is out of stock and give you the opportunity to cancel your order.
No they won’t, I received nothing more than a small note on the bottom of the delivery item for the part delivery I received. Easily missed but I definitely didn’t receive an email. If my order hadn’t been part shipped and both items were out of stock then I wouldn’t have received any correspondence by the looks of things.
We normally dispatch items using a 48 hour parcel delivery service.
Despite our best efforts to deliver as soon as possible, unforseen circumstances could lead to a delay in delivery of goods. Any dates / times specified are approximate and should not be taken as guaranteed.
So, basically they don’t really have an idea of when you might get your items, they also won’t keep you upto date, leaving you the ‘customer’ to chase them.
One of the other things that is annoying with the way DCS does business, they take your money immediately whether they will be delivering your goods the next day or the next month – not a bad way to earn a little interest, no matter how small that might be.
One of the directors has recently setup another business which seems to as of yet, be currently in testing and not live however based on the past performance I would be wary about doing business with http://www.camera-box.com/.
Obviously all of this information is my opinion and is based on either my experience of DCS or from information obtained through a credit check.