Mvideo and sorry people

[Delacroix]

Hello People,

I know I am not a frequent writer here but I think If I don’t share with you all what happened last weekend I won’t be able to find peace.

For those who doesn’t like to read a lot complaining I’ll try to summarize everything I’m going to write below: Don’t use any services of Mvideo, they do not have any customer service or any care of what you think.

And now the story:

-background fact one

Me and my girlfriend (Marina), we were trying to get a birthday present for Marina’s brother. Her family also contributed and we decided to get him a new Notebook. Her brother was quite happy about it and enthusiastically he picked the specifications he wanted. Our search gave us one result only, some Acer notebook.

-background fact two

Due to our shopping from Mvideo on Christmas we have some bonus cards from them to use as cash for a bigger shopping. 8th of February is the last day for the bonus card to be valid.

-attempt one

Marina called Mvideo and asked about the laptop. They told her that they have it in some of their shops and we have to go and collect it from them and we have to reserve it so they will not sell it to someone else.
Great service says I and we reserve the notebook in one of the available shops. Marina calls the shop two days later to confirm if it is really reserved, it checks out, yep it is reserved and waiting for us.
We are both working in day time so we organize one day after work before the reservation period ends and decide to go and collect it. Marina calls that day in the morning and tries to make double double sure that we are going to be there and collect the item.
Of course as you would expect they sold the notebook. Marina asks on the phone if there is still the reservation. They say; yes, the notebook is reserved for you, but it’s sold. Who can sell an item which is under a reservation for another customer? Mind you by the way this reservation issue is not a made up matter. They offered us on the phone to reserve it at the first place. Our attempts to get an honest answer was at best laughable, since in this country no one gives a S$!t about customer opinion.
It was her bro’s present so we had to find it anyway, so that is the beginning of our attempt two.

-attempt two, preparations

Marina called Mvideo one more time to explain our attempt one and locate it again, obviously reserving means nothing for Mvideo. Mvideo person says on the phone that the problem with our first attempt is not usual and they are sorry. As you will read soon now every person in Mvideo is so sorry they don’t know any other emotion anymore.
News are great this time; this notebook can be found either in Yugo Zapadnaya or Mitino. We agree to reserve the one in Mitino and told them that we will collect it this Saturday. Mvideo says please do. After this call Marina calls Mitino shop and checks if they have the notebook and confirms that we will be picking it up. Mitino shop tells us they have the notebook and all we have to do is come and collect it.

-attempt two, uh?

Saturday morning Marina calls again Mitino shop to triple check… No luck. No one is picking up the phone. 30 minutes of trying and we give up calling. Let’s go and see.
We drive all the way up to Mitino. The shop is open but the employees are in another dimension. They ignore the customers and answering very rudely to go away and find another person to assist. We need someone to assist since this specific notebook is not on the shelves.
Finally I find a reasonable employee and drag him to a terminal to check and bring us the notebook finally.

Bingo bingo: He says they don’t have it.

That was the moment when we lost our connection with this part of the matrix and we entered the weird and scary world of Mvideo.
We explained all that happened so far to that particular employee and he went silent, and literally went from the terminal area without looking back.
Another employee approached us, this time he looked like he is in charge of all the sheep around.
We explained him the situation two times. He checked the terminal and said: “No lady, you are wrong when you say we don’t have the notebook, we have it, we have three pieces actually…but you cannot buy it, because we cannot sell it.” While we are trying to understand what he means he added: “we have them in our storage here, but it is not in our system, you cannot buy an item if it’s not in our system. Come tomorrow and you may buy it, or go now to another shop” After this he rudely made us leave the area of the terminal. Basically we learned that they are not selling the item to us now due to their internal technical problems.

-attempt two, aftermath

We went downstairs and sit in our car…still full of confusion, as if we were victims of a Jedi Mind Trick.
We came to our senses and Marina called Mvideo.
Person on the phone listens to all what happened from us, says they are very
sorry and puts us on hold.

...20 minutes later the line breaks.

We call second time, Marina explained everything plus that we were on hold etc… She says she is very sorry and directs us to some Nadejda and Nadejda has no Idea what happens in real life… She listens (Marina explains everything third time) She says they are very sorry and offers to put us on hold. We refuse and give her our phone number (we are calling from a mobile phone to the pay number of Mvideo, since the payfree number has a huge line), she promises to look after the matter and tells us wait where we are, she will call us in 20 minutes.

...40 minutes later still no sign from Nadejda.

Marina calls again.
Another person, fourth time explaining, they are very sorry, hold the line.
10 minutes later we call again (completely lost the connection to reality at this point) and we demand to speak with someone higher than whose job is to be sorry and keep the lines on hold until they hang up.
They say there is no one like that available unless we tell them our complain. We try to explain, she tries to put us on hold. We refuse and demand the copies of the all phone conversation records so far, because we want to go to a news paper or somewhere with them. It is possible to obtain the copies only if we go to a shop now and fill a complaint form, after some time they will review it and decide to give us the copies. Approx. two months.
Two hours later we give up as any normal person would have done 4 hours ago.

-my opinion; doesn't matter in this country, since there are no customer rights or anyone who cares for it. It really doesn't matter who you are or what you think here. To be treated well, you need to be someone they are afraid of. Without the leash of fear people do not act at all here. I am sure many examples can be rendered, similar situations can be discussed, but the main point is that we should know better to use our energy and time for our rights, we are just humans in this country, the least important objects at all. I’m also sure that there are many positive examples about customer care. I wish you all to be so lucky to encounter them and to be away from all the “so sorry” people.

Thanks for reading people,

D.

[Steph]

MAN that kind of thing makes you RAGE
what a load of stress
stupid systems
but take heart, if you HAD got the laptop home it woulda broken in 3 days anyway

[DPG]

Have had exactly the same situation, not with MVideo but with I-on and with Eldorado.

I-on had me in the shop literally screaming in rage at the idiot "manager" of the place, to the extent that he actually sorted out a delivery of the item I had reserved and they had sold, to my home the very next morning.

Eldorado, I tried to return some faulty goods bought the day before and ended up taking their phone and dialling my credit card company in The UK while telling the manager "ok, your choice - you could have refunded the 2000 Rbs, now I'll see to it that you lose the whole 6000 Rbs that I paid for everything". That and threatening to return with armed guards the next day to get a refund. In the end I did get one, but it took about 5 days worth of hassle. (In the end, I actually managed to get them to refund me taxi fares I had used to travel to the shop!!).

MVideo did sell me a fridge that didn't work, and took about 2 weeks of the secretary at work calling them several times a day until they sent someone round to have a look at it and deem that yes, it didn't work and then arrange someone else to collect it, someone else to replace it.

Actually, I cannot think of one electronics' store here that has actually been any good!

Delacroix - I feel your pain!

[Dorothy Gale]

YouTube Video

[Limitchik]

Delacroix, I gave up on those over-priced, poorly-serviced electronics stores ages ago and just started purchasing all my electronics from Elektroniki na Presnye (which is like a mini-Gorbushka). If they have it, they'll sell it, if they don't, they won't.

[Sapientia]

All I can say from experience Delacroix, is be thankful you didn't actually purchase anything from M.Video and then need to take it back under warranty, only to be accused of deliberately breaking the internal electronics.

[Ivan Durak]

What about Mediamarkt?

[marko]

Originally Posted by Limitchik Delacroix, I gave up on those over-priced, poorly-serviced electronics stores ages ago and just started purchasing all my electronics from Elektroniki na Presnye (which is like a mini-Gorbushka). If they have it, they'll sell it, if they don't, they won't.

I actually purchased my laptop in one of the stores there. I also go there frequently to get movies. There is a guy with a beard about 4 stores down on the right near the corner entrance closest to the metro. I usually choose about 5-7 movies and he'll play each one for me to see if they are in English. Now that is what I call service. I buy almost all my videos from him.

If people give me good service without the rolling eyes or attitude, I become a loyal customer. I believe good service deserves that kind of reward and I want to do my part to make sure those people stay in business, even if I sometimes have to travel a longer distance to get where I am going.

[Potato Junkie]

Originally Posted by Delacroix Don’t use any services of Mvideo, they do not have any customer service or any care of what you think...............

When faced with problems like the one ask where the consumer noticeboard is with the official customer complaint book. Do record a complaint and call the local consumer department at the number displayed and follow up with a written complaint to the consumer department. The consumer department can be a real headache the employees in question and for the store. Often the mere fact of asking the employees for their names to include in the complaint can bring about a change in attitude. It's sad that it has to be that way, instead of an appreciation that good customer service equals repeat business, but that is the reality here for the most part.