XGaming Customer Support Concerns - anyone have a number of someone who cares?

[Toadie]

Long story short, I ordered the 27/29 Inch Makvision CRT Arcade Monitor and a bezel.  I recieved both and opened the monitor.  The monitor came with a monitor cable but no power cable.  I didn't open the bezel box because I don't need the bezel until I build my cabinet.  I submitted a case to ask about the power cable and happened to catch someone named "Alan" online through their chat feature.  Never have I had such a poor and rude customer service experience.  Is this the norm for them?  Turns out that the power cable should be in the bezel box, and they call that a monitor cable as well.  If you're curious here's my entire chat conversation but honestly I'm looking for a number of someone who I can call over there that might care about how they treat customers.

Welcome back, can we help you out, do you have any questions?
→Hello
→is anyone there?
Alan:
Yes
→Hello Alan, are you with Xgaming?
→Can you resolve a problem of mine?
→Hello? (responses were not exactly fast and forthcoming)
Alan:
What's the question
→I already asked you two
→how about what's the answer?
Alan:
Welcome back, can we help you out, do you have any questions?
Alan:
Please describe your problem
→The 27/29 Inch Makvision CRT Arcade Monitor does it come with a power cable?
Alan:
yes, says on the page
Alan:
Please Note: Includes Power Cable ($15 Value) + 1 Year Warranty. Please note CRT inventory world-wide is drying up, these will become more difficult to obtain by end of year.
→thank you, I never recieved one with my order
Alan:
ships separately from the monitor
→do you have a tracking number?

Alan:
give me a name and i will give you tracking numer

→xxxxxxxxxxxxxx

Alan:
xxxxxxxxxxxxxxxxx; FedEx Ground / Ground ; 3rd Party Billed ; Tracking Number: xxxxxxxxxxxxx *** 1 Monitor Cable 1Bezel for Cabinets 1
Alan:
Shipped 4/15

→All of that shipped and was received

→no power cable

Alan:
Packing list shows monitor cable inside the box

Alan:
Monitor Cable 1

→a monitor cable is not a power cable

Alan:
Let's step back
→and you said it ships separately so why would it be in the box
Alan:
Ok, let's step back.
→ok
Alan:
You asked:
Alan:
The 27/29 Inch Makvision CRT Arcade Monitor does it come with a power cable?
→yes
Alan:
I said, yes
Alan:
Please Note: Includes Power Cable ($15 Value)
→yes
Alan:
The bezel was shipped with power cable (for the monitor), which I refer to as monitor cable
Alan:
Did you receive the power cable for the monitor along with the bezel?
→oh, Ihave not opened the bezel box since I wasn't going to use it right away but I did receive the bezel on the 18th
→monitor on the 19th
→a monitor cable was included in the box with the monitor
→power cable is with the bezel?
Alan:
xxxxxxxxxxx; FedEx Ground / Ground ; 3rd Party Billed ; Tracking Number: xxxxxxxxxxxx *** 1 Monitor Cable 1Bezel for Cabinets 1Shipped 4/15
→I see that, but I'm not sure how you expect the customer to read that and think power cable if you guys don't call it what it is

→Now to be fair, I didn't open the bezel because I won't need it for a few weeks but it would be nice if you had the proper terminology with your orders.

→I'll open the box tonight and verify that it's there, thank you

Alan:
Not sure what's confusing, we shipped the bezel and cable together, you have them both

→Alan, is a monitor cable the same as a power cable?

Alan:
think you could have saved yourself any confusion just opening the box

→This is how you treat customers?

→You don't use the proper terminology and it's my fault for not opening a box? How about this? What's your return policy

Alan:
You pay for return shipping, and we don't refund the outbound shipping

Alan:
So will cost you about $120 to return the monitor

Alan:
Listed on the page
Alan:
Unfortunately, shipping charges are not refundable AND you must pay for any return shipping fees! :
→I have no problem with that, what else do I need to do
Alan:
Return Request here
Alan:
http://www.xgaming.com/pages/contact-xgaming/
→I'd like to speak to someone about your customer service skills, who would that be?
Alan:
After authorized, you will generate Fedex label, then take to fedex and ship monitor back, include bezel/cable
Alan:
After received, you will get 100% refund, minus the shipping charge
Alan ....Is Typing
Alan:
That's how I deal with sarcastic support
Alan:
(I already asked you two)
Alan:
Any other questions?

→Then you should have a good story to tell your boss. Please give me the name of someone I can speak with about you.

Alan:
Instead of opening a package from Xgaming in your possession, you spent 20 min online asking if the box included the item.

→I don't believe I need to have this discussion with you. I'd like the name of your supervisor please.

Alan:
Not very efficient

Alan:
Bill Lumbergh

Alan:
Ok, I'm sure you'll go spend another 30 min of your life on this, take care

→Somehow I doubt that
→Very well I'll contact directly and post our conversation up on the gaming forums
Alan:
Take care


 

[chopperthedog]

lol, I'm with Alan on this one.


good day.

[happyfunball]

well, Alan probably just works at a call center and doesn't know anything about xgaming at all other than what he can pull up on a web page. having said that he certainly doesn't have customer support skills.

and you should have checked all the boxes first. i always do that just to make sure nothing gets smashed or is missing even if i have no intention of using the item for a while. not useful to find out after the return or warranty period is over that your item is hosed.

[eds1275]

If my monitor was supposed to come with a cable, it should be with the monitor. However if they have loose stuff all over the warehouse I could see maybe throwing it in whatever box was still there.

Still no excuse for crap customer service.

[Toadie]

Agreed, I own the checking the box and I have no issue with that.  In fact I'm even thinking... duh 

My two issues.... call it what it is, and that's customer service huh?  Could have been just as easily resolved with "Hey dude, terminology sucks but check that other box and if it's not there let's take care of it"

[happyfunball]

yea well, like i said, Alan is probably just reading a script and has no interest or knowledge in the product other than what he's gleaned taking support calls. he's reading a packing list.
and he's a tool.

so was the cable in the bezel box?

[Toadie]

It is 

[mamenewb100]

I bought the same monitor from XGaming and it didn't come with a power cable either. They shipped one to me after I told them it didn't come with the monitor. Took about a week but had a guy named Craig that was helpful for that simple task. Monitor has been wonderful after figuring out how to set it up right.

[Vigo]

I understand your frustration, but to be honest, there is absolutely no such thing as a large operation for home arcade machine part suppliers. You either have a business making parts for commercial use, or you have a company that is only run by one or just a few people.

From what I understand, Xgaming is run by a couple university professors, and they have their students do company work on campus as part of the program. You probably were speaking with a college student who spends 6 hours a week online helping people. And at that, Xgaming probably has the most human hours available out of any operation that can go to customer service.

I'd personally try to just look back at this one and laugh and forget about it. Alan did communicate with you immediately to resolve the issue, which is already significant. And, although he was lacking in customer service, he was pretty darn funny about it. Sorry, I'm not trying to laugh at your headache, but the Lumbergh reference did get me rolling a bit. 

[thatpurplestuff]

When you open up a conversation with a snide comment like "I already asked you two questions how about you answer them?" you shouldn't be shocked when the person gives a little attitude back to you... especially when you hadn't even opened all of the boxes they sent you and were claiming they forgot things.

Pretty unprofessional of them, but you could have gotten your answer with a lot less stress if you hadn't come out of the gate with a chip on your shoulder (in my ever so humble opinion of course).

[Toadie]

Purple stuff, I can appreciate that perspective, I really can.  The other thing that isn't clear is the time clock aspect.  To be fair, the comments were not back to back.  While I did appreciate speaking to a live person, at the beginning I was waiting for several minutes for a simple reply, hence me asking if anyone was there.  All in all I do agree I'm not going to let this bother me, just shocked.   

[mgb]

Group hug!!!

Vigo, that's very interesting about how xgaming is run. I never knew that