Jeff Lerner
Well-Known Member
With everything going on, this is so fucked up. (that they are sending out replacements before folks get their boxes, not that you asked for a replacement)
Vinyl Me Please (store, exclusives, swaps, etc)
- Thread starter Captainfog
- Start date
sjaygray
Well-Known Member
Honest to God, they have gone off the rails over there. HOW in the world have they not addressed the logistical nightmare that their shipping arrangement has become?! This has been an issue for a while now and instead of improving it, somehow they've made it worse. MUCH worse. You know what would make exponentially less work for your warehouse workers? NOT SENDING THINGS OUT PIECEMEAL! Holy hell. What a nightmare this company has become."
There was a shipment update yesterday
UPDATE 12/12/19
Many of you are wondering about the status of your December shipments, and orders placed in the last two weeks. We have continued to run the warehouse on extended shifts during the week, and extra shifts over the weekend, but we are still catching up. We know many of you are hoping to get your orders in time for the holidays and we sincerely apologize for the inconvenience these delays may cause. Our entire team is working extended hours and doing everything we can to get your records to you as quickly as possible.
SHIPPING PROGRESS UPDATE
With Black Friday, December renewals, and so many titles that were previously on pre-order coming into stock this month, our orders in December are 20%+ higher than they have been in any previous month. Our warehouse has completed about 60% of the December orders thus far, and is continuing to work overtime until we get the remaining 40% shipped.
ORDER & SHIPMENT BUNDLING
If you’ve been a member for a while and are used to getting all of your items in a single shipment, you may be wondering why you are getting multiple shipments, or why some things have shipped in December, whereas other things haven't. This is because of the way our system has been bundling orders. In prior months, all of your orders would have been bundled into a single shipment. This process is still being refined on our new system and is not yet perfect.
We understand this is not an ideal experience for customers who have bought more than one thing or have subscriptions to several tracks, especially given this time of year. We will be tightening the bundling process up moving forward, and we expect things to be more like the old experience in the coming months.
INVENTORY / SHIPPING TIMELINES
Currently, there are no delayed titles, including titles that were previously delayed in November. This includes:
John Coltrane 'Blue World'
Merle Haggard 'Live From Austin, TX '78’
Waylon Jennings 'Live From Austin, TX '84'
Floating Points 'Crush’
Vince Guaraldi Trio 'A Charlie Brown Christmas (Audiophile Edition)’
Spoon ‘Ga Ga Ga Ga Ga’
Wild Flag ‘Wild Flag’
Sholohmo ‘Bad Vibes’
Black Pumas ‘Black Pumas’
The Rolling Stones ‘Let it Bleed’
TLC ‘Fanmail’, ‘Crazy Sexy Cool’
Beck ‘Hyperspace’ -- This was delayed to January due to the label’s warehouse but there is a chance we receive it in time to ship in December.
Unfortunately, at this time, our customer support team members are unable to offer detailed statuses on orders which are marked “unfulfilled”. Please know that these orders haven’t been lost, and will be packed and shipped out as soon as possible. All tracking information will be sent via email as things leave the warehouse.
CCKrone
Active Member
This is what happens when you deploy new enterprise systems and don't test it.
As an IT Manager, this just pisses me off because it's easy to avoid, it just takes a bit of work.
It's clear that whomever rolled this out has never done this before because a lot of the issues we're seeing are not because VMP is complex (believe me, I've seen complex processes, they don't have them). This is a clear lack of leadership and experience and so we as the customers are made to suffer.
An example, they've clarified that you can use credits to pay for memberships but you have to ask them to apply them... this is merely a setting that they haven't put in place because they don't know how to use the software. There's some crazy stat that 70% of new implementations fail... this is a clear example as to why.
this has been going on for years.
Btsvinylfarm
Active Member
Another day, another issue at VMP:
Imagine an accidental auto renew for a 12-mo sub. Wonder how long it'd take them to refund the $300.
Imagine an accidental auto renew for a 12-mo sub. Wonder how long it'd take them to refund the $300.
Teeeee
Well-Known Member
Those
Those are gonna be some moldy ass pizzas by the time you get them. Don't give yourself food poisoning!
Teeeee
Well-Known Member
It's his last sentence that just is so unnecessary, adversarial and just not a way to speak to customers. And doesn't he think that it makes the opposite side dig their heels in more? Not that there should be sides on this, but it's pretty clear he thinks there are and he is antagonizing the people that are rightfully calling them out on their nonsense.
hatfieldpdx
Well-Known Member
I mean, c'mon at this point it's almost as if they are intentionally messing with the customer base, testing the system just to see how far they can take things and still manage to stay in business (or not). I'm guessing, based on past experience, their assumption is that they can just bring the masses rushing back with another shiny object (Feb - April ROTM announcement) - and sadly, they might be right.
Point being (and I'm not the first to call attention to this): until more people fully vote with their wallets, they have no incentive to change or improve.
Point being (and I'm not the first to call attention to this): until more people fully vote with their wallets, they have no incentive to change or improve.
wokeupnew
Well-Known Member
A comment like this to ANY other company would be red flagged and escalated to the head of the whole company, or head of customer relations, if the company is massive, so they could reach out to you personally to resolve what you're saying here. But it'll just be ignored because they don't care.
Btsvinylfarm
Active Member
Storf indicating that customer service is "working on" getting an email (the message that was posted yesterday here and again today on reddit did not go out to everyone).
It would appear that VMP has lost their customer's email addresses/don't have easy access to send a mass communication, and they only have contact for those who have filed complaints or reached out to the care team, OR that they have no clue how to respond to all of this and are just sitting around brainstorming how to blame this on anyone but themselves.
It would appear that VMP has lost their customer's email addresses/don't have easy access to send a mass communication, and they only have contact for those who have filed complaints or reached out to the care team, OR that they have no clue how to respond to all of this and are just sitting around brainstorming how to blame this on anyone but themselves.
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Btsvinylfarm
Active Member
Hey, here's a fun hypothetical. If you have purchased a record...say Still Woozy...and you opted for the "ship for free with my next record of the month package": A) if your December box doesn't go out until January, do you think they include it in that, or wait until your January box...which would arrive in February probably; and B) what happens if you cancel your membership (aka there is no "next record of the month" coming to you) - do you think they'd ever ship you your album/contact you to pay for the additional shipping charge?
Joe Mac
Well-Known Member
It is just storf, it’s how he’s always been. Guilt tripping people for being upset at stuff they should be upset at...
Joe Mac
Well-Known Member
Historically, it was the date you bought on. So if you bought a pre order as a member and cancelled subsequently you still got it shipped for free when it came out.
Now? Who knows, they’ll make it up as they go along!
Btsvinylfarm
Active Member
So, apparently, after a month of very serious ordering/membership/fulfillment issues, this company is still trying to figure out just how exactly to word an email:
Joe Mac
Well-Known Member
CCKrone
Active Member
We really need a facepalm emoji reaction for posts exactly like this.
Guys, it's not hard, just tell us the truth and it will solve a lot of frustration
Btsvinylfarm
Active Member
If that email that they're working on even remotely attempts to shift blame off themselves, I'm done.
Just own your mistakes, apologize for your faults, and lay out a plan on how to improve. Honestly would go a long way for me
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