ePhoto INCOMPETENT Club -- I have been stained; Don't Do The Same.
Written: May 03 '05
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Cole Sear in the movie The Sixth Sense said "I see dead people everywhere...And they don't know they're dead."
After dealing with Ephotoclub, I say "I see a really incompetent company...And they don't know they're really incompetent."
Ephotoclub has demonstrated to me that it does not have the talent and has not established the necessary business procedures to perform business in a minimally competent or professional manner. To date I have not observed what I would DEFINITELY call outright lies -- although I have received inaccurate information.
My experience has revealed that:
(1) their website is incompetently inaccurate -- it lists virtually everything as "in stock" whether it's true or not;
(2) if you process an order through their website that shipping is listed as FREE whether it is basic ground or next day delivery (incompetently inaccurate);
(3) Ephotoclub's CSR are not adequately trained and do not have the ability/time/desire to research and solve problems but Ephotoclub's CSRs do frequently pass the buck to another Ephotoclub CSR who is also not adequately trained and does not have the ability to research and solve problems;
(4) the email address " cs@ephotoclub.com" does not work properly (I received at least five (5) 'can not deliver messages - host name is not recognized' over three weeks & no response from 'Orders@ephotoclub.com' or 'Feedback@ephotoclub.com' when I reported 'cs@ephotoclub.com' was down repeatedly);
(5) customer e-mails to Orders@ephotoclub.com'; : 'Feedback@ephotoclub.com'; 'cs@ephotoclub.com' do not result in prompt substantial responses (if any at all);
(6) reaching a responsible knowledgeable person via the telephone without delay, repeated transferring is near impossible -- I was placed on hold, transferred without any warning or explanation to extensions that immediately went to voicemail;
(7) Ephotoclub believes it is acceptable to have the customer to call back repeatedly rather than Ephotoclub call the customer back when it determines new information.
(8) Ephotoclub appears to have no internal mechanisms in place to track items on backorder -- Ephotoclub does have external mechanisms in place to track items on backorder -- namely the irrate customer. Ephotoclub requires the consumer to perform this function which should be legitimately the responsibility of Ephotoclub.
The following are excerpts from my Ephotoclub transaction log:
-----Original Message-----
Sent: Tuesday, May 03, 2005 11:03 AM
On 05/03/05 I e-mailed 'Orders@ephotoclub.com'; : 'Feedback@ephotoclub.com'; 'cs@ephotoclub.com' to request a response to my inquiry from 8 days ago concerning my order originally placed 22 days ago on 04/11/05 concerning the LG LST-4200A HDTV tuner that is on backorder.
On 05/03/05 I called I called ephotoclub.com (at 1-800-808-1675) and asked to speak with John Silver. I waited on hold for 7 minutes and then transferred to a recorder message at X211 (Pete) that instructed me to leave a message requesting a status report on the LG LST-4200A HDTV tuner.
On 05/03/05 I called I called ephotoclub.com (at 1-800-808-1675 X255) and asked to speak with John Silver. Monica at X255 said John Silver was not available, unsuccessfully attempted to determine the status on the order, and then transferred me without any warning or explanation to X258 (Roman) where it immediately went to some unidentified person's voice mail.
On 05/03/05 I called I called ephotoclub.com (at 1-800-808-1675 option 4) and asked to speak with John Silver. Charlie said John Silver was not available. Charlie placed some purchase order trace on the order and told me to call back after 5 PM EST.
I called back at 5 PM CST (6 EST) to determine the status of my order. I waited almost 2 minutes, spoke to someone who took my order number and then transferred me without any warning or explanation to Mark (info verification department - wrong department never should have been transferred there), Mark (was helpful and informative) transferred me to Carl at X258. Carl informed me that the item was expected this Thursday and asked somewhat surprised that no one had contacted me. I requested that Carl cancell my order. He said he could do that and that he would send an email confirming same (which he did do promptly - thanks).
In the end, no one from ephotoclub initiated any response to my inquiry from 8 days ago concerning my order originally placed 22 days ago on 04/11/05.
-----Original Message-----
Sent: Tuesday, April 19, 2005 12:56 PM
On 04/19/05 I called ephotoclub.com (at 1-800-808-1675 ext 255) and asked to speak with John Silver, pursuant to 04/18/05 Ephotoclub e-mail re product on back order. I was transferred because x 255 is not John Silver's extension.
John Silver informed me that ephotoclub.com was expecting delivery of the LG LST-4200A HDTV tuner on Thursday and the unit should be shipped on Friday or Monday.
-----Original Message-----
Sent: Wednesday, April 13, 2005 2:52 PM
On 04/13/05 at 3:45 PM EST, I called 1-800-808-1675 and selected product information. I was transferred to another line and immediately placed on hold. I remained on hold for 4 1/2 minutes before someone answered.
I asked about whether the LG LST 4200A was in stock, I was told no. I asked if they could tell me when the item was scheduled to be received. The CSR told me to call back in one week. The call ended.
-----Original Message-----
Sent: Monday, April 11, 2005
I ordered LG LST 4200A via the Ephotoclub website.
Recommended:
No
What product did you purchase or try to purchase? LG LST-4200A HDTV tuner
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nophr
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Reviews written: 1
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