Disappointing CS at donbest.com

[NathanDetroit]

One of the many things I like about donbest (I subscribe to IE Platinum) is getting tomorrow's starting pitchers and printing them so I can start making notes.

However, since August, their print function has been intermittently fouled up. Tomorrow's starters are listed on the main screen but you can't print them. That is, they don't appear on the print screen. Okay, no service is perfect, but it's a pain in the ass having to write in all the starters manually, especially when you're used to simply printing them off and considering this part of the service you pay for.

I first sent an e-mail to the address listed in "Contact Us" on the website. No response that day, but the next day I get an e-mail that doesn't address my problem at all, but instructs me to call in any tech problems. Gee thanks. Couldn't look into it at all, could you?

A couple days later (as the problem persisted) I decide to call it in. The tech guy was plenty helpful, was able to reproduce the problem, seemed stumped, and promised to "alert the the programmers."

Nothing changes, though. I've had to write in the starters I see listed on the screen 11 of the past 14 days. Give me a break, guys. So Saturday I e-mail the guy who responded to my last e-mail ("Brian S."). Nada. No replies. I'm a paying subscriber and I can't even get a return e-mail, much less a fix of this problem.

Does anyone know an e-mail for donbest management? I would like to explain why I am considering cancellation of my subscription, and why I cannot at present recommend its service to my friends and colleagues.

Best,

ND

 

[sfeiner]

try this one but be nice and dont get an attitude with em. i think they got a black list for bitchers. just kidding but in my experiance they work much faster the nicer you ask.

DanaC@donbest.com

 

[NathanDetroit]

Thanks, SF.

Of course, within two hours of my post on therx, the problem is now fixed. Okay, *maybe* they've been working on it all this time and it's just now back on track. Seems likelier someone read my post and took care of things.

If the latter is the case -- my thanks to whomever (finally) looked into the problem and made the quick fix.

As I said in my previous post, there are lots of things I like about my donbest subscription. I am hoping that next time I have a problem I can add "excellent customer service" to the list.

Best,

ND

 

[CharlieMaxwell]

This Web site not only has the next day's pitchers, but stats as well

http://pytho.jimfeist.com/MLB/FastFacts.aspx

 

[vinividivinci]

Nathan

Just curious, have you bet recently on Paul Revere? Can do, can do!!


VVV

 

[NathanDetroit]

For Paul Revere I'll bite;
I hear his foot's all right;
Of course it all depends if it rained last night;
Got this tip from VI's Ken White.

Cheers,

ND

 

[NathanDetroit]

Spoke too soon -- it's not working again.

ND

 

[NathanDetroit]

Follow up:

No response to my 8/30 e-mail (referred to above). So I e-mailed again on 9/8. Received a nice response that evening from Rick, the GM, who apologized for the previous breakdown in communication. He explained that they are going to be releasing a new version of the software. Until then, though, they are giving me access to the Premium Odds, which does not have the printing problem I described.

A very clever solution, I thought. My tech problem gets solved, I feel like I'm getting special treatment via free access to the more expensive product, they earn a little extra loyalty from me, and maybe I even get hooked on the Premium product.

9/9 I received a gracious e-mail from Dana (President) again apologizing for the communications failures, and promising better customer relations in such cases. Obviously, he didn't need to send that note, as I'd already expressed gratitude to Rick for resolving the problem, so it obviously reflects a sincere commitment from management to customer service.

This resolution and customer follow-up squares with what I had expected from donbest, a very professional operation. I've spent some time in the area of CS myself, so I know a little about how important this function is to an organization. Most companies don't get the chance to interface with their customers regularly to make sure their needs are being met and to inspire repeat business. Good companies with smart management know that CS is not a *chore,* a necessary evil, but an *opportunity* to make contact with customers: keeping them happy and staying in touch with their needs.

Stupid management skimps on CS and wonders why customers go elsewhere; good management *invests* in CS by putting their very best people in it. This is why I was so surprised that I was having trouble being heard at donbest. I knew they weren't dummies.

But it appears that my problem with their CS last month was just a glitch, an anomaly. They resolved the problem and are taking the opportunity to get even better.

Well done, donbest. keep up the great work!

ND

 

[Chadster]

Great stories like that generally only happen in smaller companies like DB.

 

[TheGeneral+]

I will never purchase DB $550. C'mon

therx.com/livelines = Free