UKNM: I'm sorry sir, this is a cheese shop.

[Aidan Cook]

> Date: Mon, 19 Jul 1999 12:49:07 +0000

>

From: Cosmo [dot] Roecliffordchance [dot] com

> Subject: UKNM: Yalplay - good follow up

> 

> Following the message I posted last week in which I criticised the standard

> of service provided by iMVS, I should let you know that I was contacted by

> Emma Jones, Sales and Marketing Manager of Yalplay.  Hers was an excellent

> email and has gone some way to reassuring me that iMVS does take its

> customer support network seriously.  Credit where it is due....


Or not. If I go into a shop (you remember, a shop: big room, shelves,

stuff, people) and ask for an item, then I either get it in my hand there

and then, or I get told that "We don't have it currently in stock, but we

can order it for you". 


iMVS took over two weeks to tell me they were unable to fulfil my order.

Two weeks of excitement as I waited for the postman's tread each morning;

two weeks in which I could have got the bloody thing from many other

sources. Online shopping has many benefits, but it would be nice to

minimise the drawbacks...


I'm guessing that I'll get a response to THIS complaint, but it would have

been nice to get one to my moan to iMVS. This whole thread has been

interesting for another reason that was raised by a cigar-selling

lad up in Yorkshire (very successful online). He contrasted online &

offline complaints from customers: its unlikely that an offline customer

can ruin your trade, unless they are prepared to stand outside with a

sandwaich board saying "Don't shop here". The online customer can email

their friends, ridicule and cuss you on Newsgroups, set up a hate site

(remember www.britishtelecommunications.co.uk?), and moan about you on

prominent emailing lists...especially as there is a slightly more

obsessive tendancy amongst web-users.


Anyway, I still haven't got my bloody record - anybody know any good

online record shops? (apart from www.vinyltap.co.uk). 


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