Coastal Tech Charges You For What They Don't Have

[Joekc]

I ordered from Coastal Tech fully aware of the mixed reviews here. The summary of advice seemed to be "flip a coin you might get lucky." I was very careful to document what I did and NOT to order online, but rather to call in person. I called and asked if the XM radio was available for shipping. They said it was and could be sent out the next day. I placed an order and got a notice from UPS with a tracking #. (Of course just getting a # from UPS doesn't mean the vendor has actually shipped it, as I found out.)

However, as it turned out, they did not have the item in stock. They did, however, charge my credit card. Five days later I called and asked them what had happened and they admitted they didn't have it in stock. When I asked why they would charge me for something they didn't have, the woman said "sometimes that happens accidentally with on-line orders." I told her I had called in person, rather than ordering online and she had no explanation. Better get your story straight!

She assurred me that if I didn't cancel the order, they would ship it overnight and I would have it by July 1. Of course I didn't get anything. I called today to inquire and the person I talked to was very argumentative, as if this was not their fault at all, but rather their supplier's problem. (They ship directly from their office, rather than "drop ship" as some companies do.)

I'm sorry, but it is your fault if you A: Tell me you have an item when you don't and B: Charge my credit card when you know you don't have the item.

Mistakes happen in business. I accept that. But deliberate misrepresentation is not a mistake, but rather an "on-purpose."

So go ahead and take your chances with these folks if you want. Maybe you'll get lucky

[Patrick Wong]

The good news is that you used your credit card for payment, so if you tire of playing games with that vendor, you can file a disputed-charge request with your credit card issuer.

[Joekc]

Originally Posted by Patrick Wong

The good news is that you used your credit card for payment, so if you tire of playing games with that vendor, you can file a disputed-charge request with your credit card issuer.

I'm already tired of their games. They said they were issuing a credit, but they said other things, too. We'll see. Anyone who would use a debit card would be insane.

[Sheepdog]

and I would do so immediately!

PS: debit cards have the same protection as credit!

[Joekc]

Originally Posted by Sheepdog

and I would do so immediately!

PS: debit cards have the same protection as credit!

Not completely. They fall under different laws and banks may handle them differently. The biggest issue with a debit card the money is gone from your bank account almost instantly and you are the one who has to get it put back in. With a credit card you've paid out nothing. I repeat, giving out a debit card # on the Internet is just asking for trouble.

[chrisspaulding]

They're not a consulting firm on customer service, it's a bunch of really smart engineers and techs making cool devices. With that in mind, your experience seems within scope.

I get very excited when ordering products and the wait is the worst, so I'm not dismissing the hassle you've endured because waiting sux, but have patience with them. Let the order work through.

They certainly are not trying to cause you this mix up (imo), and they probably get frustrated because people call them expecting a perfect business plan with customer service as the #1 hallmark.

You don't call a bug guy to your home then get mad when he can't also hook up your cable.

All in all, I stand behind CoastalTech as terrific gadget folks. I'll agree they're not good at all with customer service, but that's not why I do business with them. As soon as they get competition who do care about customer service, CT is through, but until then, take them as they are.

[bac]

Originally Posted by chrisspaulding

As soon as they get competition who do care about customer service, CT is through, but until then, take them as they are.

And I'll buy from that NEW company. I will never buy from Coastal given all the incredibly bad reviews they have gotten on this board alone.

... Brad

[Joekc]

Originally Posted by chrisspaulding

They certainly are not trying to cause you this mix up (imo), and they probably get frustrated because people call them expecting a perfect business plan with customer service as the #1 hallmark.

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I'm not letting them off the hook. Bad customer service is one thing. Bad company policy is another. When you have a company policy of charging credit cards for items you know you don't have in stock, that's policy set by company owners, not their underlings.

Of course I understand the game: tell the customer we have have it so they don't look elsewhere. Charge their card to give them a further reason not to go to the hassle of cancelling the order. Keep promising it will ship any day now. And so on . . .

Of course the customer service is bad, too. That, too, all comes down from the top. If your customer service people are killing your business, you need to get rid of them. You are the owner. Whether or not you like the business end of your company, if you don't take care of it sooner or later it's going to bite you in the a$$.

[chrisspaulding]

Originally Posted by Joekc

I'm not letting them off the hook. Bad customer service is one thing. Bad company policy is another. When you have a company policy of charging credit cards for items you know you don't have in stock, that's policy set by company owners, not their underlings.

Of course I understand the game: tell the customer we have have it so they don't look elsewhere. Charge their card to give them a further reason not to go to the hassle of cancelling the order. Keep promising it will ship any day now. And so on . . .

Of course the customer service is bad, too. That, too, all comes down from the top. If your customer service people are killing your business, you need to get rid of them. You are the owner. Whether or not you like the business end of your company, if you don't take care of it sooner or later it's going to bite you in the a$$.

True.

Co. policy? LOL You're assuming CT has suits up in offices making decisions. I'm sure those smart anti social engineers ARE the owners!

I doubt they have thought it through enough to strategize hooking you in when the stock is out. They probably just process the orders and work on their components and yous got mixed up.

I agree that sux for your customer experience and really sux for their future business once competition sprouts up, but again, it's more than likely just smart techs w/out solid business sense, and one has to anticipate that. Everything after that is butta, cuz right now CT has the best components!
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[chrisspaulding]

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Now, THIS is an example of great customer service! If only all businesses knew how important it is!