Vinyl Me Please (store, exclusives, swaps, etc)

displayname said:
I'm now a believer in copying Matt on complaint emails. CS responded in under 2 hours. Not only are they sending out a fresh copy of Caribou, but they also resolved another issue that had been waiting on a response for over a week. I asked about why my credit wasn't applied to my renewal. They offered to refund the credit value.

That was all much better than I expected. I stand by the copy Matt strategy.
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When I worked for Apple, the absolute best way for a customer to get a fast-tracked solution to an issue that they were having was to copy Steve Jobs on the email. He never read those emails, I'm sure, but there was someone at the company whose only job was to go through his inbox and escalate customer service issues.

Obviously VMP is ever so slightly smaller than Apple, and Matt surely doesn't have an assistant solely tasked with checking his email, but it's kind of comforting to know that the old fashioned copy-the-highest-level-executive-you-can approach still seems to be a good general rule for any CS interaction that's headed nowhere.
 
Btsvinylfarm said:
Pauly's response re: testing the new platform prior to going live is interesting

View attachment 28785

It indicates there may actually have been some sort of testing and then they just said "fuck it" and pushed it live.
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I'll translate:

Building up a test environment, writing test cases, planning conversion, executing E2E and UAT testing all cost too much money. We decided you all get to bear that cost.
 
Teeeee said:
This might be better received had this not been exactly what they've said for oh, the last 5 years.

And OF COURSE it is Pauly they send to do this. Not one of the partners. Oh no. Those dudes can not be bothered.
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I don’t get why this isn’t just an email to customers. Especially affected ones. Going on reddit? I am not on that. A tiny proportion of customers will see it. There is so much they just haven’t addressed. The proof will be when people get their records. Until I get mine I am calling BS.
getting a refund isn’t really a result. I want the vinyl.
 
Stringthing75 said:
I don’t get why this isn’t just an email to customers. Especially affected ones. Going on reddit? I am not on that. A tiny proportion of customers will see it. There is so much they just haven’t addressed. The proof will be when people get their records. Until I get mine I am calling BS.
getting a refund isn’t really a result. I want the vinyl.
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VMP doesn't want to expand knowledge of the issues to those unaware of the issues or those that were affected but assume they were in an isolated incident. Easier for them to apologize after the fact to the vocal/informed Reddit community and try to win the VMP hardcores back.
 
KenKaniff said:
VMP doesn't want to expand knowledge of the issues to those unaware of the issues or those that were affected but assume they were in an isolated incident. Easier for them to apologize after the fact to the vocal/informed Reddit community and try to win the VMP hardcores back.
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This, 100% this. Why let the 95% know that 5% is having a huge issue? It's not a good look for those 95% that are blissfully unaware that anything is going on.
 
Indymisanthrope said:
Yeah, fair enough, although I think you still have to consider that within the context of the subreddit at the time, people are probably also more likely to vote if they favor a disruption in service. If people aren't experiencing issues, don't favor a pause, or don't think the survey carries any weight, then they have less incentive to vote at all, right?

Well yeah, exactly, why should VMP care what a non-customer's opinion is on this issue?
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Because today’s non customer might well become tomorrow’s actual customer.
 
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