MUFF WIGGLER Forum Index
 FAQ & Terms of UseFAQ & Terms Of Use   Wiggler RadioMW Radio   Muff Wiggler TwitterTwitter   Support the site @ PatreonPatreon 
 SearchSearch   RegisterSign up   Log inLog in 
WIGGLING 'LITE' IN GUEST MODE

Do you think Analogue Haven care about their customers?
MUFF WIGGLER Forum Index -> Modular Synth General Discussion Goto page 1, 2, 3, 4, 5, 6  Next [all]
Author Do you think Analogue Haven care about their customers?
Bataserpa
Hi, I live in Brazil and often buy eurorack modules from USA stores, because there is no way to by such products here.

I already bought items from Analogue Haven, Control, Perfect Audio, Meme Antenna, Foxtror, Muff store.

Never had problem with any of them, except Analogue Haven.

On jan 08 in 2015, more than 1 year ago, I purchased, with PayPal, a few modules from AH, it was trough 2 payments in the same date: $ 510,00 USD and $ 652,00 USD. It was not the first time i bought itens from then, everything was fine before this transaction.

So, right after i made the payment i got the tracking number from the store, fine so far, the itens where on the way. After a while the package got my country but, due some address mistake, was returned to sender. I contact AH and they confirm they receive the package, send again my address to correct the mistake (actually till now i dont know what was wrong). They reply will send again, but no tracking number were sent (they said was the same original number)

Long history made short. I never receive the modules, contact Shawn many times and he always said will send it again with tracking number, but it never
happened.

It is more than 1 a year i gave my money to them, i dont know what to do.

Can somebody tell me how can i take legal actions agains them? Besides i am a lawyer in my country i dont how works the legal system in USA.

This situation is unbelieveble, like i said i never had problem with any store before.

Shame AH! You should respect your customers. Dont think because i live in a third world Country i am not ware about my

Any help will be very appreciated. Sorry to post this here but i dont know what do.

Gustavo
xandersingh
This sounds very strange to me. I've only ever had great experiences with the, over the years. This seems to me an issue of communication/customs and shipping. Have you simply asked for a refund?
clarte
Shawn @ AH has been amazing, fast, responsive everytime I have ordered from him, sorry to hear you have had problems.
Bataserpa
I never had problem with Ah either, but unfortunatly this happenning to me.

When i ask to refund my money i got this e-mail on march 22:
"Hello,

We have already retested and repacked your order. I will send you tracking details for the new shipment.

Thank you,

Shawn Cleary
www.analoguehaven.com"

It was more than 20 days ago. He never send the tracking number. For the record i have many similar e-mails before this one.
I just got tired of this situation.
Why is só though to just give my money Back.

I never did anything bad to this store, why they cannot just do it the righ thing

Gustavo
MultiCat
That's just bizarre. Shawn called me at home to personally handle an availability issue on some cables that weren't actually in stock and appeared so online. Asked me what I wanted to do, and had my order out the next day. Best wishes, but, AH have been great to work with!
Demi Jon
I live in New Zealand, and also had a ridiculous situation with Shawn a few years back, having previously had smooth transactions with him. I ordered something and it took him four months or so to send it. He sort of seemed to laugh off my continued pressing of him, until one day he suddenly realised how bad the situation was and apologised profusely, and sent it immediately.

I get the sense that he's both very busy and also a bit disorganised. Keep talking to him and hopefully he will sort it for you soon. Threads like this one don't do his business any favours so let's hope that he remedies this situation promptly!
simonlubie
my two cents:

i live in australia and have had some stuff sent over from AH twice. Shawn was very responsive and pleasant to deal with. i'd buy stuff from him again, for sure.

sorry to hear you've had an issue, hope it gets sorted!
kindredlost
10,000% satisfaction from Analogue Haven for years.

Of course I do realize the shipping portion of a trade can be the Achille's Heel. Once a package leaves the sender it is Force Majeure at that point. I am a manufacturer and ship all over the world. I take it personally when a package is undelivered. My best guess is Shawn has no real idea of the whereabouts of your package, but in my opinion SHOULD try to correspond with a reply from his inquiry with the shipper.

It is YOUR RESPONSIBILITY to prove you did NOT receive the package. How you do that is by asking specifically for a tracking number and insurance for the package at time of order. If it is tracked then you and the seller have a way to make a claim with the shipper. If it never arrives then you can ask (legitimately) for a refund and the seller can make a lost shipment claim with the shipper. Both of you are covered that way with no loss of revenue.

We all have come to expect things to go smoothly with on-line vending. In reality it is far more hazardous than brick-and-mortar retail. I recently received a pile of hand soap from the UPS Undelivered Stock warehouse center which I never orderd. I tried to ask for a pick up but they were less than excited to have to reclaim the stuff. Apparently lots of stuff is mis-labelled to the destination or the labels are lost in transit and merchandise becomes flotsam in the sea of commerce. It is why there are tracking and insurance features for our safety.
Leverkusen
My first purchase from AH was quite unpleasant and lead to a paypal case and some ridiculous explanations/excuses after not responding for a time. Eventually we got it sorted out but I won't buy there again - mainly because I don't want these kinds of transatlantic hassle again. But I am sure he is a nice guy and I liked his packaging art.

And he is not the only on I had these annoying delays in communication with, especially when something went wrong. Problems seem to be issues that are not easy to handle...
Bataserpa
I just wanna make clear that i dont have any intention to cause problem to AH or disrespect anybody. The reason for my post is to ask help because i dont have anything else to do. I got tired to send emails and always get the same answear "your order will be shipped as soon as i can...". My patience and understanding is over. I have all the emails i sendt and answear i got to prove what i am saying. Sorry, but this is the true.

One more thing to make clear. Post office returned the package to the sender, Shawn confirm that is there, in the store. He just did not send me back or refund my money. So this is not a post office problem or a case of lost order. Of course post office caused delay because that address issue (this not a AH fault as far i can tell), but the problem is why the box was not shipped again or why he just dont refund my money if he is affraid to ship again?? All the modules are in his possession, so he will not lose any money.

This is just a simple solution, if he did that - ship or refund money - i will not write about this here. Bringing this kind of situation to public is not my style. I dont need to do that. But i wanna to be treated right as a costumer and as a human being.
I consider myself a very honest person so why people can not just be honest with me? If he is too busy to just give what people bought more than a year ago or return money, just quit the bussines. Just dont think because i live in fuck it up country i will be quit and just let the things go.

Once again, i dont wanna start a war to AH but will be very Nice if Shawn, or someone else from the store, could give my money back.

Gustavo
xandersingh
Hi Gustavo, I'm not sure there is anything anyone on this forum can help you out with. If it's true that you paid for an order over a year ago and never received it, than you should be able to file a paypal claim. Though it might be too late since you've waited so long.

But I highly doubt that anyone from a reputable dealer such as AH is just ripping you off because you live in a different country.

I suggest the best solution is to just contact them to resolve your issue. They have a phone number you can call and talk to them directly.
kindredlost
Fair enough.

I realize the hazards of customer satisfaction and shipping. That is why I emphasize the customer's duty to demand (and pay for) a safety net in the transaction. By asking for tracking and shipping insurance the seller is relieved of any burden of loss and the buyer has a legitimate case for complaint when the seller cannot comply with a refund.

The tracking you have intimated about here might be a low standard providing less legal-specific protections. I am not a commerce law specialist by any means but by asking and paying for a certain level of tracking detail, you have invested in a manner any reasonable merchant will respect and try to resolve.

When I sell modules here on the BST or anywhere else I state that the package will be insured and tracking will be conveyed to the buyer. I have even cancelled sales due to the buyer trying to send money via PayPal as a "Gift". As a result the obligations I incur make it impossible to file a claim due to shipping infractions. Every means available to me is used to provide a safety net for the buyer and myself because the shipping is out of our control completely.

It is not hard to understand why the vendor's hands are tied - cost-wise - on providing these safety measures to the customer au-gratis. To be competitive the price for the item sold must (at least) match the open market competition. Unless the vendor has some special discounted cost from the manufacturer/distributor it is beyond credulity to expect them to offer these shipping safeguards at their expense. Either a profit is made on the sale or the vendor is destined to distant history.

I feel bad for your plight Gustavo. Believe me, I am all too familiar with the kind of loss you have incurred (although I have no idea of the scale). I once loss double my money buying a Waldorf MicroWave XT from a scammer on eBay. Whole other thread- for sure. Good luck with restoring your funds and I truly hope you receive the modules you need in due order. It is a shame that AH have had to suffer these inferences due to Postal Shipping mistakes and a greater shame you have had to suffer the loss of revenue and productivity. No one gains.
fac
kindredlost wrote:
It is a shame that AH have had to suffer these inferences due to Postal Shipping mistakes and a greater shame you have had to suffer the loss of revenue and productivity. No one gains.


I'm sorry but that's not the Postal office's fault. According to the OP, the package has been at AH for months. I'm glad most people have had only good experiences with AH, but every once in a while something goes wrong with AH's organization and they take months and months to make it up to the customer.

I've been in the same situation as the OP (although for not as long). I ordered and paid for some stuff from AH in Dec. 19, 2011. One month later, I had received no news at all, and no tracking info, so I emailed Shawn. *One week* later I got his response: he said the package had been returned to him due to insufficient documentation (which is his responsibility) - I didn't even know the package had been sent because he never sent me the tracking number. Ok, no big deal; I double-check the shipping address with Shawn and ask him to re-send the package. After that, I had to keep asking week after week and swallow false promise after false promise until I finally received a formal shipment notification.... on March 30, 2012. More than 3 months after I placed my order.

I also made a post about my case here at Muffs and even got some backlash. Apparently the whole thing was my fault for ordering around NAMM. WTF?
kindredlost
Thanks fac. This does establish a short pattern. Hopefully the issue will be resolved. No-one at this point is at fault in my opinion but I do feel for both parties due to the instabilities of the whole online sales phenomenon. Good with the bad I suppose.
MindMachine
They are not infallible that is for sure.

Once I had a fried module sent to them for repair to be forwarded on per the manufacturers request. The manufacturer returned it to AH who then sold it, forgetting whose it was. It had a modification to it so it was not a bog standard module.

I had modules on order from them for over a year and was told that the modules were due with the next shipment 4 times. I final gave up after 13 months and ordered from Europe.

You would think that the shipping from Europe would be more expensive than from 30 miles away but it was only slightly more than what AH charges (which is more than most dealers I have experience with).

All that said, Shawn is good dude and should just refund your money. I hope that you get it sorted.
ym2612
MindMachine wrote:
They are not infallible that is for sure.

Once I had a fried module sent to them for repair to be forwarded on per the manufacturers request. The manufacturer returned it to AH who then sold it, forgetting whose it was. It had a modification to it so it was not a bog standard module.


I'm currently in the middle of a similar situation. The manufacturer in Europe had me send the module to AH for replacement, but so far I've heard no word from AH. This has been going on for over two months now, and I'm not sure what to do next.
M6live
Redacted.
Bataserpa
Thanks a lot for all the coments.
To be honest i don't think AH ripped me off or is stilling my money on porpose. I think they are just disorganized and don't care much about their customers once they received the money and order can not be canceled with paypal anymore.

I will repeat again, Shawn was always nice to me in all comunicatons we had. He also apologised me. The problem is that he keep saying for months he will do something - ship the order - that never happens.

I hoje AH solve the problem. In my opinion, losing money is not the worst thing for a company or store. If they work right they can get it back. The worst thing is losing credibility, once you lost it is very hard to get it back. This is how the market works.

Looks that AH, sadly, don't think in this way.
Dcramer
Two things:

1. The seller needs to know that they can only win an argument with an EX-CUSTOMER

2. The buyer needs to demand their money back as soon as possible as that's what will motivate the seller to solve the issue.

thumbs up thumbs up thumbs up
chamomileshark
I'm in the Uk and bought from AH a few times a number of years back. No problems.

Have you tried calling them?
estin
Have wanted to order stuff from there a couple times but the high shipping costs always put me off. Not a reflection of their service per se'.
listentoaheartbeat
I have had great dealings with Shawn in general, and I do think he cares about his customers. The one time things didn't go too well he let communication slip, too. In the end it was all good, but it seems being proactive and transparent when there is a problem isn't one of his strenghts. My advice would be to send at least weekly mails and be very clear about what you demand. Or call him!
Bataserpa
Tonight I will send another email to him and to the store.

Tomorrow i will call him. I prefer to use emails because i can use as prove in the case of any misunderstandings or problems.

I decided i don't my modules anymore (i will buy from another store or from some fellow wigglers in the forum as i did before, never had a problem with it ). I just will ask, again, my money back.

I will let you guys update about the situation.

Thanks again for all the helpful posts. It did not solve the problem, but helped me a lot. My mind is more clear now about this stressful and surreal situation.
Bataserpa
Just an update.

I sent an e-mail asking my money back. I even wrote i opened this theat.
Shawn replied apologizing and saying that the order was already shiped and i will get the modules soon.

Right away i wrote back asking him to give me the tracking number. I got no answear so far.

I hope the date of posting the package will be not after the date he got my last e-mail, if this happen i will be very pissed off ....
listentoaheartbeat
Bataserpa wrote:
Just an update.

I sent an e-mail asking my money back. I even wrote i opened this theat.
Shawn replied apologizing and saying that the order was already shiped and i will get the modules soon.

Right away i wrote back asking him to give me the tracking number. I got no answear so far.

I hope the date of posting the package will be not after the date he got my last e-mail, if this happen i will be very pissed off ....


Well, you can still decline the shipment and ask your money back. Of course this will take more time.
MUFF WIGGLER Forum Index -> Modular Synth General Discussion Goto page 1, 2, 3, 4, 5, 6  Next [all]
Page 1 of 6
Powered by phpBB © phpBB Group