I wanted to publicly thank Greg and George at Detailed Image for some very professional customer service that they provided during this past week.
I had placed an order with them a few weeks ago, and the order didn't come in on the day I had expected it (I was monitoring Fed Ex tracking). The next day when Fed Ex's site still said "out for delivery", I figured there was a problem with Fed Ex, and I notified Detailed Image about the problem. Greg and George contacted Fed Ex, and were told that they would trace the package and it would take a few days. No problem. Fed Ex got back in touch with them a few days later and said that they needed more information about the package. Greg notified me, and said that Fed Ex was still looking into it.
Then I received an email from Fed Ex stating that the package had been delivered on the day I was expecting it. I was home that entire day, and saw the Fed Ex truck running around my neighborhood...they didn't deliver it to MY house! For a week their site said "out for delivery", and magically after DI contacted them about it, they come back with "oh, that was delivered...just a glitch in the system".
I contacted Greg about it, and he said that he would re-ship the order, and that he would take it up with Fed Ex. Unfortunately, they're telling Greg that he's SOL on a claim.
Now DI could have easily said that they're hands are tied because Fed Ex (now) shows it as delivered, and I would have been the one with a loss. But instead, they're taking the loss and sending me out another order N/C.
I certainly appreciate their trust in my word, as well as how they handled the situation. They definitely have a (new) regular customer!
Thanks guys!
I had placed an order with them a few weeks ago, and the order didn't come in on the day I had expected it (I was monitoring Fed Ex tracking). The next day when Fed Ex's site still said "out for delivery", I figured there was a problem with Fed Ex, and I notified Detailed Image about the problem. Greg and George contacted Fed Ex, and were told that they would trace the package and it would take a few days. No problem. Fed Ex got back in touch with them a few days later and said that they needed more information about the package. Greg notified me, and said that Fed Ex was still looking into it.
Then I received an email from Fed Ex stating that the package had been delivered on the day I was expecting it. I was home that entire day, and saw the Fed Ex truck running around my neighborhood...they didn't deliver it to MY house! For a week their site said "out for delivery", and magically after DI contacted them about it, they come back with "oh, that was delivered...just a glitch in the system".
I contacted Greg about it, and he said that he would re-ship the order, and that he would take it up with Fed Ex. Unfortunately, they're telling Greg that he's SOL on a claim.
Now DI could have easily said that they're hands are tied because Fed Ex (now) shows it as delivered, and I would have been the one with a loss. But instead, they're taking the loss and sending me out another order N/C.
I certainly appreciate their trust in my word, as well as how they handled the situation. They definitely have a (new) regular customer!
Thanks guys!
