So I decided to call them up Thursday morning and place an order for Kontakt 4, which they confirmed was in stock. I asked the guy if I will receive it next the day and he said 'no problem, it's going out today and will be with you Friday between 9am and 5pm' Great news, I finally have a free weekend and now I can crack on with some choons I'd put on the back burner for months. Well after waiting patiently all day there was no knock at the door so at 4:55 I call them up asking about the delivery and they tell me that it's booked to be dispatched on Tuesday! WTF!!!! I explained that my intention was to have it for the weekend so the assistant told me that they have a copy in their Romford branch and I could drive there on Saturday and purchase a copy. DOUBLE WTF!!!
Anyway I went for a refund and now the only reason Digital Village is still in my browser bookmarks is to pricecheck all my future studio purchases so I can go elsewhere.

That's my rant over with, and the moral of this story is... (the clue is in the title of this posting!)

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www.thinkootb.com

i feel your pain

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~~~ A weasel hath not such a deal of spleen as you are tossed with! www.feline1.co.uk ~~~

This is such a tired topic, but, in the interests of balance -

My own experience of Digital Village stretches back to the beginnings of the company.

The staff I deal with are unfailingly helpful and consistently go the extra mile - even on price. The same personnel have been providing me with good solid service in excess of ten years.

Every online retail business has its faults Al.

Loopy

Then why promise one thing, take my cash and then leave me to wait for something to arrive the next day and not even attempt to let me know there is a problem and just book it in for despatch 5 days later?

Oh I forgot to mention, I returned a different purchase I made from them about 6 months ago and was told the courier would arrive on a certain day to collect, so I stayed in and waited, and guess what? same thing happened, no courier and no call to say it would be round a few days later, I had to call THEM to find this out.

2 recent purchases made from them and both cocked up, I can see a pattern emerging here.

Hmmmm... the words 'p*** up' and 'brewery' spring to mind!

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www.thinkootb.com

I thought you said your rant was over...

It was, until your mentioning of your 10 years good solid service with them reminded me of my last experience with them.

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www.thinkootb.com

Apologies for disagreeing with you Al.

Can I cheer you up by telling you about my love affair with Uli behringer?

You talk as if they legged it with your cash and put it into the Christmas booze fund.

It's just coming a few days late, thats all. Whoopteedoo..

Paul

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Paul

I've had great service in the past from DV.

I know sometimes it can be annoying, however having worked in retail stores, I know exactly how easy it is to get distracted by an issue in store, and not remember something in time.

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www.exaviormusic.com
www.manninmusic.com Music Teacher, Isle of Man

We've had more than a few previous attempts to slag off retailers/distributors etc, and really the point of these forums is not to allow people to conduct these disputes by other means, possibly exposing SOS to charges of defamation.

You want Friday, they say Tuesday. With the greatest respect, that is not a big deal in the global scheme of things.

If you were a professional studio and it was time critical for a paying gig it's a different matter: but then you'd have paid for a courier, wouldn't you?

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Dynamite with a laser beam...

Sorry to hear you've been unlucky. Generally they've been ok from my experience.

However I do remember asking about returning something (within 7 days) I ordered over the phone direct to a store rather than the web site (I wanted some advice at the time of ordering which is why I did it this way) - and was told I would be charged a (10%+?) restocking fee. A bit weird seeing as if I ordered it online I wouldn't be subject to this due to distance selling laws. Not sure about the legalities on this one....

errr excuse me, but the OP actually ASKED if he would have it the next day (friday) and was positively TOLD THAT HE WOULD , that it would be despatched that very day, and arrive between 9 and 5 pm on the following day....

so, he stayed at home to await courier.... presumably instead of going out and earning money....





but no, what actually happened??

it wasn't even despatched till the following tuesday.....


i call that breach of contract .

the way i see it....

In the course of agreeing a sale, DV actually, positively told the customer it would be despatched that day, and that he would receive it the next day.

OP agreed purchase based on that information (and everything else)

DV then failed to deliver said product in the stated time frame.... incurring secondary costs to the OP in terms of wasted time.



(assuming, that for the OP, the same as everyone else, Time=money)



that said....

While I would solidly stand up for Duncan And Graham in Cambridge..... as an example of good customer service orientated staff.... frankly my experience of the rest of DV, especially Romford/mail order.... is at very best "patchy" , and more often "annoying" .....

and that's a polite version.

however, very few retailers are frankly above reproach in EVERY transaction.... so singling out DV as being particularly bad is probably not fair comment.... especially when one knows some of the lengths some DV stores and their staff have gone to to try and ensure a chap is a happy customer....


I would suggest that people build a FRIENDLY working relationship with a specific store and it's staff, and then stick to it..... forsaking all others as much as is practicable...


even as the staff change, they generally only do so one at a time, so new staff will be guided in their acknowledgement of an existing relationship by the others....

keep the relationship going, hell even send them an Xmas card..... and it will repay you over the years...... typically with better service, and discounts, and advice.... and support.....

Thanks Idrys for backing me up on this one.

I phoned in my order to ensure it was in stock and I was specifically told yesterday that it would be with me today (12/Nov) as requested, and to and just book it in to be despatched 5 days later than promised and not even inform me that there was a problem is extremely unprofessional.

I run my own business and if the situation ever arised where I couldn't deliver on a job then the client is the first to know, it's basic standard business practice as a happy client will always return and will gladly recommend you to their friends.

Granted the item ordered wasn't of extremely high value in comparison to other studio gear they may have in stock but my allocated budget of 2 grand I'm projecting to spend on equipment over the next 12 months is now going to be spent elsewhere.

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www.thinkootb.com

Can't believe anyone would side with the shop on this!

The guy had some time off to get on with a project and DV have screwed that up completely by falsely claiming they'd have it to him for when he asked.

Had this on many occasions, particularly with DV.

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http://www.loverslanestudios.co.uk

It's less an matter of siding with a shop and more a matter of understanding that with the best will in the world individuals make mistakes. Sometimes those individuals make mistakes, and if they do so when working for a business, the measure of the business is what lengths the managers go to make redress.

For the vast majority of businesses, the vast majority of the time, they deliver what they promise. But for a small percentage, they fail. Not deliberately, but because of human errors. That might be a pain, but it isn't a crime. And it is human nature to complain when things go wrong. That's fine. And if someone does have a problem, Sod's Law says that they are a prime candidate to have another one.

The internet, and fora like SOS, make it very easy for anyone with a complaint to shout it out loud. As moderators, sometimes we have to try to bring some perspective to this. Not denying the truth of an individual's experiences, but recognising that it isn't a typical experience.

No one here is defending DV, the failure is self evident. But people are quite reasonably saying that they understand how these things happen occasionally and that it is not typical of their experiences.

Andy

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When the going gets weird, the Weird turn Pro.

Quote zenguitar:

---

It's less an matter of siding with a shop and more a matter of understanding that with the best will in the world individuals make mistakes. Sometimes those individuals make mistakes, and if they do so when working for a business, the measure of the business is what lengths the managers go to make redress.

For the vast majority of businesses, the vast majority of the time, they deliver what they promise. But for a small percentage, they fail. Not deliberately, but because of human errors. That might be a pain, but it isn't a crime. And it is human nature to complain when things go wrong. That's fine. And if someone does have a problem, Sod's Law says that they are a prime candidate to have another one.

The internet, and fora like SOS, make it very easy for anyone with a complaint to shout it out loud. As moderators, sometimes we have to try to bring some perspective to this. Not denying the truth of an individual's experiences, but recognising that it isn't a typical experience.

No one here is defending DV, the failure is self evident. But people are quite reasonably saying that they understand how these things happen occasionally and that it is not typical of their experiences.

Andy

---

Very well put, sir!

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http://www.loverslanestudios.co.uk

I did once have a problem with an order from DV but the guys at the Birmingham branch were most helpful and sorted it out to my satisfaction very quickly indeed. For me it's not about how often things go wrong as things always will go wrong from time to time... It's about how efficiently things are sorted out when the manure does hit the air conditioning.

It does seem that DVs customer service varies quite a bit from branch to branch but based on what I have read, and on my own experiences, the guys at the Birmingham branch are excellent.

They can be a PITA, but why do I consistently go back there? You don't need to haggle, you pretty much know you are getting the best price.

Sometimes they don't deliver on time, but in the scheme of things, it is OK.

They are reasonably knowledgable and helpful.

The annoying bit? They insist on calling you "mate" all the time!!

Quote steve355:

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The annoying bit? They insist on calling you "mate" all the time!!

---

Annoying, but normal. Yesterday I watched FedEx pull up outside, attempt to deliver my LA Scoring Strings to next door (who were out) and then drive off before I could get outside to stop them... I've given up on having any expectations of any delivery being made to me, and I'm a lot happier for it

Edited by Nelly (13/11/10 05:28 PM)

Though to be fair the last time I ordered from DV everything arrived next day as promised...

Quote idris y draig:

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While I would solidly stand up for Duncan And Graham in Cambridge.....

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+1000!! I've had years of excellent service from both of these guys!!!

I do really feel for the OP's situation though! I had a similar thing happen with another store where I ordered something which I needed quite urgently for a job and it didn't show up! Very annoying!

Quote Big_al:

---

So I decided to call them up Thursday morning and place an order for Kontakt 4, which they confirmed was in stock. I asked the guy if I will receive it next the day and he said 'no problem, it's going out today and will be with you Friday between 9am and 5pm' Great news, I finally have a free weekend and now I can crack on with some choons I'd put on the back burner for months. Well after waiting patiently all day there was no knock at the door so at 4:55 I call them up asking about the delivery and they tell me that it's booked to be dispatched on Tuesday! WTF!!!! I explained that my intention was to have it for the weekend so the assistant told me that they have a copy in their Romford branch and I could drive there on Saturday and purchase a copy. DOUBLE WTF!!!
Anyway I went for a refund and now the only reason Digital Village is still in my browser bookmarks is to pricecheck all my future studio purchases so I can go elsewhere.

That's my rant over with, and the moral of this story is... (the clue is in the title of this posting!)

---

Considering the huge squeeze on the music tech industry, the pressure from the internet, plus the fact they keep knowledgable people in the shops, I think you are being incredibly harsh here. So they thought they had something in stock and didn't. Don't cry about it, it happens. Do you expect every member of staff to know every single bit of information at all times about every product? Yes, if the system is working correctly that can happen, but if it doesn't happen and you have to wait another couple of working days, don't come and try and publicly humiliate them for a tiny mistake.

I miss going to charing cross when it was a great place to test out a huge variety of monitors and all the new exciting synths, but those days are gone. The people in digital village are knowledgeable, friendly and their prices compete with faceless boxshifters. Whats that saying about not appreciating something until its gone?

Quote dickiefunk:

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Quote idris y draig:

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While I would solidly stand up for Duncan And Graham in Cambridge.....

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+1000!! I've had years of excellent service from both of these guys!!!

---

and here, I always ring Cambridge direct and they're very straight with me. Good service, very little to complain about.

DV Romford screwed up. Not very good for you, but unfortunately it happens.
>

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planet nine
lincoln, uk.

Sorry to say that after three separate 'issues' on separate occasions in the past I'll not deal with them at all.

Also have to say that a dear friend of mine has been having similar problems to the OP with other software apps.

Time and Space on the other hand have been exceptional for the past 20 years I've used them.

Well, after reading this thread, I hope Duncan and Graham get commission I think they might be a bit busier for a while!

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www.exaviormusic.com
www.manninmusic.com Music Teacher, Isle of Man

I have no problems with DV missing the courier and having to send on the next week day.

But I don't like how they are displaying prices of returned stock and secondhand items and making it look like a good price for a new item. And they are doing this with new desirable gear. It's a dishonest, anti-competitive strategy designed to stem demand for value for money. I think this sucks!

Andertons, GAK, Thomann, Novamusik and Zen Pro Audio seem to offer honest pricing and value for money. I don't like DVs subterfuge and shenanigans.

Im with OP and the Dragon on this one.

Its this same sorry ass attitude to customer service in the UK where everyone accepts even expects there to be a problem.

And I for one am glad that its been posted here as a warning to potential customers.

Why are people making excuses for a shite service?

Oh, and service paid should be the same for anyone - pro or bedroom. Is OPs money less good than a pro studio? And why should OP expect to pay for a courier when presumably hes done that already with his order?

Utter nonsense.

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I'm All Ears.

Edited by ken long (14/11/10 07:45 AM)

Quote Steve Hill:

---

You want Friday, they say Tuesday. With the greatest respect, that is not a big deal in the global scheme of things.

If you were a professional studio and it was time critical for a paying gig it's a different matter: but then you'd have paid for a courier, wouldn't you?

---

With the greatest respect to you, thats complete and utter Tripe.

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I'm All Ears.

Edited by ken long (14/11/10 07:44 AM)

Here was my experience of them a few weeks back....

"The delivery charge will be £6"
"really, but I want to pick it up at the store. I will be paying cash"
"No its £6, it'll be here next week"
"OK I suppose so"
"have you shopped with us before, mate?"
"yes... (gives details)"
"(looks me up on system) ok.... (notices long history of purchases) no delivery fee for you mate. It will be here tomorrow"
"OK!" (and it was)

Good customer service, or bad customer service?

The good news is that now you can think about buying Komplete 7 rather than Kontakt.

Kontakt 4 = £340 you get Kontakt 4
Komplete 7 = £400 you get everything they do pretty much including Kontakt 4, absynth, reaktor, massive, battery 3 etc...

Totaly daft to get Kontakt 4 IMO

It was the Kontakt 4 Crossgrade for £129

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www.thinkootb.com

I've bought a few bits and pieces of Clapham DV a few times and they've been great. Problem with a chain is that not all stores and staff are going to be the same.

Most music retailers seem to be stuck in the dark ages as far as mail order is concerned. Any online business that knows what it is doing will do next day delivery on stock items. That's why I buy much of my stuff from CPC - they've never let me down and, on the one occasion I had to send something back, they made it as easy as possible.

I must admit that I've even found Amazon to be slacker than they used to be so DV aren't alone but there are still competitors that are reliable.

James.

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JRP Music - Audio Mastering and Restoration.
http://www.jrpmusic.net

I have to say, an item turning up two working days late does not justify a "full of empty promises" whinge-a-thon thread.

There's people on this forum who've had much bigger retail issues than that.

Like lots of people on here, I've purchased from Digital Village without issue in the past.

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www.thediplomatz.com

Sorry but you're mistaken, the item was booked for despatch on the the following Tuesday so it wouldn't have arrived (hopefully!) until Wednesday. Here is the quote from the DV site:

"Orders placed Monday to Friday:
For UK orders, if all of the contents of your order are in stock and ordered before 2:00pm then the order is usually dispatched on the same day (but during busy periods within 2 working days) however, orders placed after 2pm (GMT) on Fridays or over the weekend are processed the following Monday. Non-UK orders are usually dispatched one day later."

1. My item was in stock (I rang to confirm before I placed the order)
2. My order was placed Thursday morning way before the 2pm deadline, I was also 'promised' on the phone that it was going out that afternoon.
3. If it was a 'busy' period then it should have at least gone in for despatch on the Monday at the latest.

Now you know the reasons for my slight annoyance.

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www.thinkootb.com

Quote The_Big_Piano_Player:

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I have to say, an item turning up two working days late does not justify a "full of empty promises" whinge-a-thon thread.

---

My last post kinda proves that it would have turned up slightly more than two working days late, plus to not even let me know there was a problem with the delivery date added to my annoyance whilst I sat in like a muppet waiting for a 'promised' but non-existent delivery.

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www.thinkootb.com

lol

Not digital village but we ordered a DMX-USB device on the 31st... supposed 2 day delivery, still have yet to see it

Well what I've learned over the years is that anything relating to posting or shipping items is subject to a certain degree of unreliability. To be fair to the OP its often the store themselves just not getting the order shipped in time. But not always. If I really need something, I either get in the car and pick it up, or have it put in a cab then and there and sent over. Yes it's expensive but if you need it, you need it.

To the OP: Live and learn. But don't be too hard on DV. For the most part they're a good bunch of people.

J

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www.jackruston.com

Quote Octopussy:

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But I don't like how they are displaying prices of returned stock and secondhand items and making it look like a good price for a new item. And they are doing this with new desirable gear. It's a dishonest, anti-competitive strategy designed to stem demand for value for money. I think this sucks!

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Then you obvoiusly can't see the big red letters which say "B-STOCK" under the price... I have no problem with them selling b-stock alongside other stuff, it gives customers a choice.

And it's better than some places which will send you a returned item when you bought and paid for a new one.

Edited by Shreddie (15/11/10 08:07 PM)