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Xoxide poor selling practices

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Well, it's nice that he is doing damage control. BUt I still haven't received anything from him. I would think he needs to apologize to me and give me my FULL refund first before issuing this.

I am sure Jason has my email, or Will should have about 5 of my emails.

I still haven't heard from the guy. So as of now, nothing is resolved.
 
Livan should be taken care of before you send a post to the masses to try and save business with other customers. Lets face it if Livan didnt post up the email on the busiest forums in the market Steve never would of said word one about it.
 
The reason that I asked Livan to contact me in my previous post instead of emailing him is simple. I was at home and did not have access to our Customer Emails and without his name it was difficult for me to find his contact information.

I have since driven up to the office and given Livan a full refund and sent him an e-mail. As I explained to Livan I will be spending the next few hours browsing through Jasons email account. Any customer that was treated in a similar way as Livan will be receiving an apology letter (Email and Hard Copy) from Jason on Monday morning.

As for those that are saying it shouldn't take posting on a public forum to get a problem solved. This is why I made my personal contact information available. This way if there is ever a problem everyone knows how to reach me directly, and I can be sure you are taken care of.

Again I would like to personally apologize to Livan and to any customer who was treated harshly when trying to get assistance from Jason. I can ensure you these problems will NOT continue.

If anyone has had problems with our customer service or simply has some suggestions please feel free to contact me directly.

Steve Voudouris
Vice President
Xoxide Inc
sv@xoxide.com
610-353-5077
 
Originally posted by: XoxideSteve
The reason that I asked Livan to contact me in my previous post instead of emailing him is simple. I was at home and did not have access to our Customer Emails and without his name it was difficult for me to find his contact information.

I have since driven up to the office and given Livan a full refund and sent him an e-mail. As I explained to Livan I will be spending the next few hours browsing through Jasons email account. Any customer that was treated in a similar way as Livan will be receiving an apology letter (Email and Hard Copy) from Jason on Monday morning.

As for those that are saying it shouldn't take posting on a public forum to get a problem solved. This is why I made my personal contact information available. This way if there is ever a problem everyone knows how to reach me directly, and I can be sure you are taken care of.

Again I would like to personally apologize to Livan and to any customer who was treated harshly when trying to get assistance from Jason. I can ensure you these problems will NOT continue.

If anyone has had problems with our customer service or simply has some suggestions please feel free to contact me directly.

Steve Voudouris
Vice President
Xoxide Inc
sv@xoxide.com
610-353-5077
Click to expand...
Steve sounds like a stand up guy.

:beer: Steve!
 
XoxideSteve.....Im glad to see you have taken this matter in your own hands

I hope you boot this guy jason out to the curb....leave a big footprint on his @ss


I have no idea what colorful words LIVAN had sent to jason....but he cant take any harsh words personally


Im glad to see you were taken care of LIVAN.....the giants still suck though 🙂
 
XoxideSteve,

Glad to see that you are taking care of the situation. It's hard to hire good people. 🙁 I hope that this thread gets locked soon, since this matter seems to be taken care of.
 
WOW! I didn't know they were that bad, but the exact same thing happened to my roommate. They delayed his shipment by over 1 week.
He was upset but let it slide. Guess I will avoid them from now on.
 
It's nice to see Steve in this thread responding to the situation.

I'm also interested to see what happens to Jason. If he is strongly disciplined (even fired), then that would truly show that Steve is doing something about it.
 
IMHO, Livan is the one that caused most of his headaches. Instead of doing a very minimal work on his part, he chose to rant and rave about this whole thing. As has been said, why would you rely on email to cancel an order? Why after two days of no response would you CONTINUE to try and email the same address? A reasonable person would look at the website and use one of the emails listed or use the phone.

Then he comes here to rant and rave about it, while never trying to contact someone else at the company to let them know about the rude emails from Jason. Livan also starts implying that the reviews at resellerratings are employees and fake. There was absolutely no proof of this, yet since he is upset he resorts to speading lies. Then when someone else actually does a little work for Livan to find the owners email address, he then decides to send an email, gets a response and still isn't happy. I also noticed that Livan STILL has a sig that rips on Xoxide.

After reading through everything, it is very apparent that Jason and Livan are both a$$es. I would have no problem ordering from Xoxide again after seeing how well Steve is handling this problem.

Matt
 
Originally posted by: fenrir
IMHO, Livan is the one that caused most of his headaches. Instead of doing a very minimal work on his part, he chose to rant and rave about this whole thing. As has been said, why would you rely on email to cancel an order? Why after two days of no response would you CONTINUE to try and email the same address? A reasonable person would look at the website and use one of the emails listed or use the phone.

Then he comes here to rant and rave about it, while never trying to contact someone else at the company to let them know about the rude emails from Jason. Livan also starts implying that the reviews at resellerratings are employees and fake. There was absolutely no proof of this, yet since he is upset he resorts to speading lies. Then when someone else actually does a little work for Livan to find the owners email address, he then decides to send an email, gets a response and still isn't happy. I also noticed that Livan STILL has a sig that rips on Xioxide.

After reading through everything, it is very apparent that Jason and Livan are both a$$es. I would have no problem ordering from Xoxide again after seeing how well Steve is handling this problem.

Matt
Click to expand...

xioxide? 😀

-Xionide
 
Fixed. 😱

If only I had replaced the second 'x' with an 'n'. Now that would have been fun. :evil:

Matt
 
After reading through everything, it is very apparent that Jason and Livan are both a$$es. I would have no problem ordering from Xoxide again after seeing how well Steve is handling this problem.---------







Thanks for calling me an A$$. You didn't read throught he whole thing or you need to read it again.

They emailed me , I emailed back. Why should I have to worry about whether they read their emails or not? I have said again and again, YES in retrospect, maybe I should have called but I didn't think I would need to do that because they were a reputable company supposedly. For example, I canceled an otpost order with email just this morning. I went on and checked again, and it's now canceled.

I am not the one that needs to provide customer service. IF they chose to email me taht mean they accept email as a form of communication. Why should I have to figure out they read this email and not that email, they only take cancellations by phones calls? THAT IS NOT MY PROBLEM!

Again, Fenir, if you like things stuck up your A$$ by customers service people, go ahead, not me!

I gave Jason 4 warnings that I will take this public if he doesn't set things right. Over a weeks time, he chose to write me those emails. I post here because I want people to know about what I experienced. A general buyer beware.

And for the record, not that I care anymore, and I am only bringing this up because you are calling me names as somehow I am at fault here?. I still haven't received the letter of apology that Steve Promised from Jason.
 
As for my sig. I will take it off as soon as I see the credit on my card.

Hey I am not the one who chose to drag this out. Yes Steve as standup about it and as soon as the credit shows up and I get the apology, the sig will be off.

And it's not like I made it up, HE WROTE IT !
 
I must admit that Steve is great at damage control.

But as a business owner (retired now) its a little late. Someone like Jason should NEVER be allowed to have any contact with customers. He has shown that he is not capable of the job.

But i do have admit after this i would have NOT 2nd thoughts about buying from them again. But then again doubt i would even if they were perfect. I have spent way to much with newegg and never had a problem.

Both sides have done a bad job. LIVAN could have done a better job with canceling the order. But what JASON said to him is far worse. That kind of attitude has lost the company at least a few sales. Pitty it has gotten to this point.


edit: heh read what i wrote. didnt say something i wanted to.
 
Both sides have done a bad job. LIVAN could have done a better job with canceling the order.----





Yes I said time after time that , yes in retrospect, perhaps I can call. But I have never had to do that anywhere else!
 
If I can chime in, and beat this dead horse one last time--

LIVAN, I've been on your side with this one. Let the record reflect I also find Steve to be a very stand-up guy due to his replies. A helpful suggestion to Steve: the absolute easiest way to make sure the "Will was on vacation" issue never happens again is to force all sales correspondence to be issued from the sales mailbox, and not from individual addresses. I do UNIX hw/sw tech support for a leading provider, and all of our correspondence goes thru a "Support" distribution group which all engineers have access to and have serverside permissions to use in the "From:" field of emails. This ensures that a shift change or out-of-office situation doesn't disrupt the service to the customer, which, no matter what the shortcoming on the customer's part, always remains of utmost priority. That disconnect in communication is unacceptable when money is involved. For everyone who is jumping on LIVAN for "not being informed", he has every right to request a cancellation if the order hasn't come in the door yet, much less gone out for delivery.

And a word regarding the "customer emailed the wrong address" defense, dealing with the ineptitude of customers (no offense to LIVAN, just playing Devil's advocate) is part of the cost of doing business, simple and plain. For instance, every day we get emails to our Support box requesting a quick answer to a quick question. Every day we politely request that they either provide a case number, or call the 800 number to have one created. Same thing for accidental requests to our box (again, used for correspondence with customers who already have open cases) for case creation; these need to be dealt with tediously, but politely, as at my company customers should either call our 800 number or email a designated "troublecall" address to open a support case with us (and they all are informed of this process when they sign the contract).

All in all, I'm glad to see a resolution in sight. Jason sounds like a dick and should be dealt with accordingly. Ironically, the biggest a$$hole I ever had to work with in a regular-basis tech support partnership was a support guy from the other company named Jason... is Xoxide based in Ohio, by any chance? 😀
 
Originally posted by: LIVAN
Got email next day saying item not in stock. Emailed them back right away to cancel. ?
Click to expand...



Someone explain to me why responding to an email (that doesnt warn it is an automated email) by email somehow makes you even partially at fault for a service snafu? Why should Livan have called? They didnt take the time or courtesy to call him....he responded in-kind. If that wasnt sufficient then the company should graciously solve the problem and move on.

The problem here was that Xoxide gave horrendous customer service. Thats enuf reason not to shop there. When a company wont take a hit on a small problem like this, what'll happen when you have a bigger problem? ....you'll lose!



course now that i've read all the way through looks like the problem was solved. good recovery!
 
I understand that this situation is a LOT not a little crappy for "Livan" but one thing I think you guys don't realize is this:

A company's customer service as a whole should not be based on the solo actions of one of it's members. I know that people will argue otherwise, but just hear me out. I worked at CompUSA until a couple months ago before I moved out for college, and I got people all the time that came in and complained to me about their bad customer service they had received at other stores in the US (namely ones in California and the Salt Lake City store in Utah). I worked at the Murray store in UT, which is probably about 10-15 minutes away from the Salt Lake store, so a ton of people said they would just come to our store instead. I'm not trying to put myself on a pedestal here saying I'm the best CS rep that the company ever had, but what I'm saying is that I personally tried to evauluate every return/refund/exchange decision on a case by case basis and see where the person was coming from. A lot of times I'd get someone that bought something 2-3 months ago and wanted to return it, opened, because they didn't want the item anymore. I told them that because it was purchased so long ago and because it was open, we as a store could not return the item and any problems would have to be taken care of with the manufacturer. My point is, a lot of people try to take advantage of a company and then bitch and moan when they don't get their extreme conditions satisfied.

Now in this situation, I don't think it's fair to judge Xoxide's status as a company based on one of their employees actions. You wouldn't judge a whole race of people as bad because a member of that race murdered somebody would you? Of course not! Who knows, maybe Jason is someone that recently got divorced, had erection problems, got made fun of, whatever else and was in a piss-poor mood at the time. The anger here should be directed towards Jason, not Xoxide. As we all saw, Steve wrote a very apologetic post here in order to try and remedy the situation, much like a retail store manager would take over a situation when one of his/her salesman or cashiers was unnecessarily rude to a customer. I think the problem was handled in a very mature and professional manner, and as such this whole ordeal should be noted as a positive experience and not a negative one. I myself would feel more confident ordering from Xoxide knowing that Steve was there to help the experience go as smoothly as possible. Ordering from an online store is always going to be a little different than ordering from a retail location in your community because of the fact of only phone/email communication. It's something we all just have to deal with.

I also don't like the response given by Jason that they are not required to inform their customers of a backorder, etc.... Maybe not legally, but it sure would be a nice gesture. I would totally understand if an item was showing as In Stock on the website but then when I placed my order it had just barely gone out of stock, it probably just means that the item was a HOT ITEM and a lot of people liked the deal as well. It's just part of business guys, they don't have an infinite stock ya know?

Anyway, this is my first post in this whole thread, but I read through most of it and those ^ are the views that I've gotten from what I've read. Xoxide gave me quality customer service and 2 DAY SHIPMENT of my order when I got my UV modding stuff from them. I'm glad that the issue got resolved, and I think that Livan should quit being a baby and stop this stupid feud from going on anymore. You got what you wanted, you received an apology, move on. I also wonder what exactly was sent in the emails to Xoxide from the hero "Livan" as well. I remember the only times I got angry back at customers was when the customer came in and demanded this or demanded that, yelled at me, swore at me, etc... NOT when they were extremely (and perhaps too) polite and soft-spoken. I guess we'll never know here at AT, but I would care to guess that Livan isn't the nicest guy, I mean look how far he blew this mishap out of proportion. I think he just wants attention myself!

I'm open to PM's if you disagree with my view or would like to add/say something about my post. I'm not opposed to hearing the opposition to my views in anything, as long as you do it in a polite way.

Have a great day guys!
 
Originally posted by: ZoNtO
I understand that this situation is a LOT not a little crappy for "Livan" but one thing I think you guys don't realize is this:

A company's customer service as a whole should not be based on the solo actions of one of it's members.

Now in this situation, I don't think it's fair to judge Xoxide's status as a company based on one of their employees actions. You wouldn't judge a whole race of people as bad because a member of that race murdered somebody would you?
Click to expand...

You are wrong.

A company decides who to hire or not. The people that a company hires is someone they feel can represent their company. People do not get selected to be a certain race. But people do get selected to be an employee of a company. Why do you think companies interview people for job positions? To see if people are qualified to work FOR the company.


Jason having a bad day is no excuse for being an asshole. He represents his company, and he has fvcked up their reputation here to many people. Steve came in here to try and fix things -- but what did he really do? What discipline measures were taken against Jason? It appears Livan's credit card has still NOT been refunded either. So what did Steve really do? He tried to save his company's reputation but did not actually take care of the issue at hand. Big talk, no action....
 
and I think that Livan should quit being a baby and stop this stupid feud from going on anymore. You got what you wanted, you received an apology, move on. I also wonder what exactly was sent in the emails to Xoxide from the hero "Livan" as well. I remember the only times I got angry back at customers was when the customer came in and demanded this or demanded that, yelled at me, swore at me, etc... NOT when they were extremely (and perhaps too) polite and soft-spoken. I guess we'll never know here at AT, but I would care to guess that Livan isn't the nicest guy, I mean look how far he blew this mishap out of proportion. I think he just wants attention myself! ------





For the record, I gave them 3 weeks to resolve the issue while wasting my time emailing back and forth with Jason. It was when he wrote that email that I decided to take this public. I don't believe I was a BABY like Zonto said. I got better things to do. But again, it's all relative, I suppose some people like getting it up the A$$ from rude customer service people. As soon as the credit showed up, I stopped posting. So what is issue Zonto? And no I didn't yell or swear at them, I simply asked for my money back when they chose to ignore 5 emails asking for cacnellation because one of their guys was asleep at the wheel.

UPDATE: I reported Xoxide to BBB and you guys should have seent he letter Jason wrote to the BBB. Basically degrading me again. BUt I got my money back and I said this will end. But for that BBB letter you wrote, my signature with your quote stays on for another month.

 
I feel sorry for Steve- sounds as though he has done his best to solve the problem caused by his asshat (hopefully ex-)employee, but the fact is every time anyone here hears Xoxide they're going to think of this pissing match and Newegg will get another sale.

I've worked a number of customer service jobs. If a customer swears and rants, I don't swear and rant back. My JOB is to solve the customer's problem. Jason managed to torpedo his company's reputation quite effectively over this <$20 sale. If he worked for me he would be on the curb in a heartbeat and I would be talking to Legal to see if I could sue him for the damage he'd done to the company.
 
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