Frustrating story from Digi International - Page 1
Forum section: electronics / general

author: Tony R
author_rank: Regular Contributor
timestamp: February 17, 2012, 03:29:34 pm
content: Hello, I do wish to vent/make you aware of what this company does.I wish to make it clear, I am NOT referring to DigiKey, I have had good experiences with them. Instead I am referring to Digi InternationalI placed a order Thursday February 9, 2012 for an XBee Wi-Fi Module though the digi website. After not receiving shipping confirmation by the following Wednesday, I called the company up which is based in Minnetonka, MN, my home state, asking them what is the status of the order. The lady preceded to tell me that they are out of stock and they will not get any more in until March 9, 2012. Well I need it for a student project, and I just can't wait that long, so I asked her to cancel the order I will conciser alternatives. She told me that I would have to send an email to them telling them I will have to cancel it though e-mail.Ok so this is what I feel is wrong so far:You tell me something is back ordered before I have to call, I should not have to call you!If I want something canceled, you do it over the phone if I call, you do not, and should never tell a customer to send an email. The customer has told you what they want, you make it happenanyways I sent the email and did not hear back for 2 days that they received the cancellation. So I call back the guy on the phone told me that the cancellation did not go though, and that I should send an email to him personally and he will forward it to whom ever is in charge of my order. Well being that it worked so well the first time, I did not see why I would have to do it again (yes sarcasm.) So at this point in quite annoyed with them for wasting my time, so I figured it is best to speak with a supervisor, because I know the guy on the phone did not do anything wrong and that if something needs to be fixed (like how they handle their customers) the supervisor is the best place to start. So I got his number and had to hang up and call a different number. But of course, he was not in yet... so I left a very agitated voice mail.So here is what is wrong now:You always confirm a cancellation or any change in ordersIf you tell someone to cancel something by email (which you shouldn't) you make sure that works.If an email did not work before, what makes you think it will work now?You always transfer the call, you never tell a customer to call a different number. Having a phone system that does not allow it is not an excuse.So if I recommend to anyone, do not deal with this company directly.I called Digikey (a different company) who was out at the moment but will get more of the part in on the 19th, tickled I placed an order, and the lady on the phone was very helpful. This is how it should be done. Even though I did not know the Digikey part number she found it and placed an order right there on the phone. I have also called them before to cancel and change orders and they are very helpful.UpdateI heard back from the supervisor, who was less helpful then the people I spoke with earlier. Citing that they need written cancellation.He also said that they send out emails saying the estimated ship date, which I never got. and that if i needed it by a certain time, I should have called and asked because they don't post available information on their website (maybe they should start), and that that is why they also have distributes.He also could not have been bothered to look up the order status, because he asked me various questions, which if he was looking it up on the computer he would have been able to see.It seems to me this guy could not have been bothered to deal with me. I only ordered one part, and im sure other companies are ordering 100s if not 1000s or more.He also was the first to hang up the phone. When you are dealing with a customer on the phone, you never, NEVER! hang up first.

author: AlphZeta
author_rank: Regular Contributor
timestamp: February 17, 2012, 03:47:11 pm
content: Sorry to hear that Tony. I used Digi Key quite a bit and haven't run into issue like this. Their stock information seems to be very accurate and a few times when I did have to contact them they were very helpful.Maybe this is just an isolated instance?

author: Tony R
author_rank: Regular Contributor
timestamp: February 17, 2012, 03:56:23 pm
content: AlphZeta: It is **not DigiKey**, it is Digi International, they make wireless communication modules. DigiKey sells some of their products. I love Digikey they are great.And from what it sounds like is it is more policy. The people on the phone where very polite and are doing a good job from the best i can tell. but their policy about not sending out notification if it is back ordered, making you email to cancel, having that cancellation not go though, telling you to send another email. it seems like policy. The second guy did offer for me to send him the email directly and he will forward it. but it almost seems like he could have just sent the email himself and take care of it. but then again so could the first person. so I am betting it is more of a policy, and if it is a policy, its not isolated.

author: AlphZeta
author_rank: Regular Contributor
timestamp: February 17, 2012, 07:24:06 pm
content: Sorry... my bad. That's what happens when you read a long message in a hurry

author: Tony R
author_rank: Regular Contributor
timestamp: February 17, 2012, 07:31:26 pm
content: its fine, I can understand the confusion. I just wanted to make it clear that it was not DigiKey, I have not had any issue with them.

author: vk6zgo
author_rank: Super Contributor
timestamp: February 18, 2012, 03:49:14 am
content: It's not an Electronics parts shop ,but I have a great story about lack of customer awareness.My wife & I are old codgers!She decided that she wanted to take part of her entitlement out of her Superannuation scheme.We had experience with this fund before,& knew they were fairly slow.I looked up their website to download the appropriate forms,& was extremely pleased to find that you could do the wholeapplication online!My wife sat down,& went through all the required steps,the thing came up with a "finish " then a "thank you" page,& it seemed all was well.As I said,they are slow,but after 3 weeks,we thought we should have heard something,so my wife rang them.The guy at the other end acknowledged that they had received the application & it was being processed.Nothing heard for another 4 weeks,so she rang again,to be told"No! "You can't apply on line!"He was good enough to tell her that there was a local office where we could pick up the forms,& do the whole application.My wife was busy,so I went into the City & picked up the forms.When I got home,I was idly reading through the forms,when I came upon the statement"If you like,you can apply online!"She is seriously thinking about taking the whole lot out!

author: ronwoch
author_rank: Contributor
timestamp: February 18, 2012, 05:59:36 am
content: ^^Tell her I would do it! Put your money with someone that knows their arse from a hole in the ground! Certainly not with a company who is unable to determine whether or not they want you to file paperwork electronically or not!