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gatackfc Profile
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Registered: 05-2008
Location: Tokyo-3
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Re: BAD Experience with www.hlj.com


I've never been able to order anything from them. Everytime I place an order I place it via paypal because I don't have a credit card so I have to wait for an email or something to confirm my purchase. They never email me though... then a a few weeks later I get something from them saying that they sent me emails to pay but I never responded so I'll have to check out the item again....

10/18/2008, 7:45 pm Link to this post Send Email to gatackfc   Send PM to gatackfc
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


Reply from HLJ on why my acocunt was [sign in to see URL] very ridiculous one

Hello

I understood from your last email that you wanted to cancel all orders and have nothing else to do with us, which is why I closed your account. The account is not erased, and the orders you have previously placed are all still in our files. When the returned order comes back, we will contact you to let you know so that you can decide if you want it reshipped or the cost of the merchandise refunded.

If closing your account was not your intent in canceling all your orders, please let me know and I will reopen the account. If you do plan to place orders with us, however, I do strongly suggest that you read our policies and FAQ first. Again, that is not meant sarcastically. Our system can be complicated and it is best if you understand it before placing orders.

---
M. Scott Kennard
HLJ Customer Service

and my reply to them

Excuse Me, but can you tell me exactly which part of my last email did I say I want my account to be closed? Please show me the sentence/word or phrase that I typed that says I want my account to be closed?

Your simply assumed that I wanted to close my account because I cancelled all my orders!
This is ridiculous! Whether I want to place any future orders with HLJ or not is not the point here, the point is you behave in an unprofessional & unethical manner and closed my account without asking my permission.

I cancelled all my orders simply because I was disappointed by your rude, sarcastic & unprofessional behaviour in serving a paying customer. Again, let me reiterate that doesn't mean that I will not place any more future orders with [sign in to see URL], neither does it mean that you can close my account without my permission and denying my rights to check my existing order using my own account.

I do not think that I deserved this type of treatment. I paid for my orders on time and I did not even asked paypal to dispute any charges!!!

I believe I deserve an apology for the unprofessional manner that you chose to adopt in handling this matter.

Thank You.



Of cos, the apology never came and my account was restored right after i sent that email.

I seriously do not know what to [sign in to see URL] can tell from my final reply that I am really pissed to the max.



---


10/20/2008, 7:46 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
Snake627 Profile
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Registered: 06-2008
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Re: BAD Experience with www.hlj.com


Let's look at this [sign in to see URL] this helps...
When dealing with a Customer Service Representative Person, disregard the word "representative" (that person is NOT the company... never was).
To get what you want out of the interaction,
Know that you are dealing with a Real Person ... "trapped"!
Who would, if he could, be in Paradise rather than be confronted with the Unpleasant and Abrasive frictions of Stress, Threats, Intimidation, Verbal Jousts, by massive amount of Emotionally-Charged customers on a daily basis, day after day, after day... That person, Scott, must be bogged down by stress on a daily basis.
But he just had to make a living...
Only [sign in to see URL] human...

That is a person.

And I don't know if you noticed but you were using "scare tactics" which is very ineffective btw. for example:
"I will Cancel ALL my orders, etc."
(I guess Scott gets to be scolded AGAIN by the boss for this one. It's not fair, but it happens to this person who's not at fault in the first place for what happened to your particular situation. Must be a system glitch). So, he must be thinking "If it be treason then make the most out of it..." LOL

Obviously...
You get more out of a Person from
a"Frame of Friendship"
rather than coming from
a "Frame of Frustration and Irritation".


Remember:
"A spoonful of honey will catch more flies than Gallons of Vinegar."


Come to think of it, HLJ, do have
exceptional customer service absolutely overshadowing other online stores that don't even SEND "personalized replies" to inquiries and [sign in to see URL] how Medicom gives their own version of "Personalized Replies" to our concerns (very personalized, right?) It took a lot of effort, LOL! copy-paste [sign in to see URL]!

HLJ is good and For example:
If you have a broken hip on your EVA-01 they send you the whole lower body.
You cannot discount that fact and I'm sure many or most of us have been impressed by these supposedly rare acts and good gestures by HLJ.

Let's say Scott begins to view you as a friend because you made it so and you know you could...
Now, think of the Potential Benefits on your part as compared to what you're getting now.

And let's say you are in Scott's shoes... Wouldn't you go more out of your way, personally, for a "friend" purchasing from the company you worked for rather than just with a customer of "this company" that narrowed you to this task of doing the unpleasant dirty work of dealing with irritated people... When you, Scott, know that it's not your fault this problem happened in the first place, but you get paid to take the punishment???
But here you are, you have to deal with it, because you have no choice, you have to make a living, you have to
take the brunt of it all thrown at you while the manager gets to sit and relax his butt all day and raise his legs on the table drinking coffee and scold you at the end of the day when a customer demands for a manager. Now, how would you feel as person?

Every letter has a "TONE". It is apparent that the tone of your first letter was not as strategic as possible.
It was counter-productive at best, because it did not contain the elements that would get your Objectives through. It even triggered fear of lost. emoticon

Hope this helps.
See my effort. Rock ON dude! emoticon
10/26/2008, 12:12 am Link to this post Send Email to Snake627   Send PM to Snake627
 
Snakebeater Profile
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Re: BAD Experience with www.hlj.com


great explaination snake.

---
au revoir.


10/26/2008, 12:21 am Link to this post Send Email to Snakebeater   Send PM to Snakebeater
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


Snake627 - Thank you for your analysis & suggestion on the tone of my reply, Scott's stresses etc etc....

My first email was actually very polite, asking for help nicely [sign in to see URL] then Mr Scott didnt really reply me with anything helpful/useful & neither did he answer all of my queries.

Of cos, as a Human, I began to felt irritated, especially after paying for your item and not getting any help from the customer service department. I then replied with a harsher tone.
That was when I got the sarcastic reply and all hell broke loose.

Trust me, I am usually very calm & polite. As I was a senior sales assistant before and my current job requires me to deal with lots of external agencies/communities/ important ppl that u can't afford to offend. I understand very well, the stress & problems faced by a customer service personnel. I have to put a mask on to work everyday, just to deal with all this ppl.

I could have been nicer to Mr Scott, if only he did the same to me. But he really crossed the line when he closed my account assuming I want nothing else to do with [sign in to see URL]

Anyway, all thats left now is for them to contact me when my supposed lost item is sent back to them.

But well, I'll just wait and see what happens.

 

---


10/26/2008, 7:26 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
Synboi Profile
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Registered: 07-2008
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Re: BAD Experience with www.hlj.com


Well it does actually seem mostly your fault for the shipping slip up. You may think you entered the correct info but [sign in to see URL]... times out of 10 you just overlooked it. It's a bit mean to assume that they will pay for the expensive shipping just because of unlikely potential glitch that you most likely made.

However the closing of your account was just spiteful and I agree he was going over the line but you also had a role to play in this. From your letters you come off quite abrasive and rude at times. While also making threats which is a total no no when you want somebody to do you a favour.
10/27/2008, 7:47 pm Link to this post Send Email to Synboi   Send PM to Synboi
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


ah [sign in to see URL] i said earlier what are the chances of a person forgetting his address?

Besides, if you read my reply I already told him to inform me when the item is back and I will decide then whether to pay for its shipping again. Because the mistake could be a man error or a system error, which means that I admitted that it could be my mistake as well and decided to move on.

Then my account was closed? I mean that is something a customer service officer should never do.

Put yrself at my shoes, when you read the type of replies he gave and when he didnt answer all yr questions, naturally you will get irritated & impatient. It is human nature to become agitated when things like this happens, do you really think I wanted to be rude?

All I wanted was to resolve my problems quickly, but he offered little or no help.

Lastly, as I said earlier all thats left now is for them to contact me when my supposed lost item is sent back to them.
 


---


10/28/2008, 12:02 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
Snakebeater Profile
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Re: BAD Experience with www.hlj.com


don't worry kaz, you handled it alot better than I would of.. I would have droped alot of "!@#$ YOUs" and "WHAT THE !@#$"...

---
au revoir.


10/28/2008, 12:32 am Link to this post Send Email to Snakebeater   Send PM to Snakebeater
 
kazukiJuN Profile
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Re: BAD Experience with www.hlj.com


quote:

Snakebeater wrote:

don't worry kaz, you handled it alot better than I would of.. I would have droped alot of "!@#$ YOUs" and "WHAT THE !@#$"...



[sign in to see URL] me I would have done that [sign in to see URL] almost.

---


10/28/2008, 12:43 am Link to this post Send Email to kazukiJuN   Send PM to kazukiJuN
 
electrorock Profile
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Registered: 10-2007
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Re: BAD Experience with www.hlj.com


lol at people backing up HLJ and not one of our best forum members!!!

even if it was 100% ur fault Jun i would still boycott HLJ :speederbike

---
http://www.flickr.com/photos/sixscale/
10/28/2008, 1:54 pm Link to this post Send Email to electrorock   Send PM to electrorock
 


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