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Topic ClosedTruSnow: Worst customer service I've ever received

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Cowboy_Dan View Drop Down
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Joined: Jul/14/2011
Location: 8
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Direct Link To This Post Topic: TruSnow: Worst customer service I've ever received
    Posted: Aug/03/2011 at 10:00am
I moved from Australia to NZ to do the winter a few months back, and being a pretty bad impulse buyer I left 90% of my savings with my father at home and only brought what I needed. This means for large internet purchases I just use his credit card info instead of him sending me the cash then me paying for it (it saves on currency exchange fees). Not exactly a complicated situation...

So anyways about 3 weeks ago I decide to order 3 boards from TS totalling about $900usd. I was recommended TS by a friend who's used the site before and as an educator he gets the 20% discount. We couldn't find out how to set my account up as an educator so I just used his account to order the gear. I get a message back from TS asking for photo identification of the cardholder (my father). Strange, and kind of concerning, but fair enough... unfortunately he's on holidays for 10 days, so I wait...

He returns from holidays, (reluctantly) sends me a scan of his driver's license, which I forward to TS. Nothing happens. No emails, no order shipped, no contact at all. A few days later I place the order again, after receiving a response to my third (I think) email that yes the verification was received thankyou very much please feel free to order etc etc.

3 days pass and the order is still showing as placed. I send an email using the contact form... no response. 2 days later I send another email... no response. Yesterday morning (9am my time, about 4pm US time) I call the states at considerable expense and ask what is going on. The guy on the line tells me absolutely nothing but says someone will look at it in the morning... I ask for a phone call back as soon as someone has some idea of what the story is..

I get back from work at 6am this morning (again my time, about 11 US time?) still having received no call... I call TS AGAIN, and am told that the case was looked at and now my father needs to phone TS to verify the purchase??

My response at this point is something along the lines of 'stick your order up your arse i'll buy locally' although I think I was a bit more polite, but not much.

What the hell is this? How many people use their parent's credit cards on this site per day to order stuff and don't get fvcked around like this? It's taken over 3 weeks to get to this point, if I'd known TS were so useless I'd have had a new board within a couple of days.

Sorry to rant on but I have honestly never had so much trouble buying stuff online... it's like TS doesn't want my money! Completely hopeless, no communication and the feeling of banging my head against a wall.. that's how dealing with TS has been. I don't care how these prices compare, I will NEVER return to this site.

Well done TS, you've lost a potential lifetime customer before I'd even had the chance to buy something.
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dougfagel View Drop Down
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Instructing How to Douglas!!

Joined: Mar/06/2009
Location: 18
Online Status: Offline
Posts: 905
Direct Link To This Post Posted: Aug/05/2011 at 5:56am
I am sorry about all the issues you have had placing your orders.

This is not at all how we strive to do business. All our customers are very important and we will work towards rectifying this situation.

Just a quick question. So is this your personal TruSnow account or are you using your friends account still? 

We do not support people sharing accounts on TruSnow and if you are to receive the Educators Discount you will need to apply like everyone else in the program. Follow the Reward Yourself link on the main page for more details.

Sincerely,

Doug Fagel
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