Stringthing75
Member
Haha yeah this was very odd timing. Or maybe not. I guess they are trying to see how much support might have changed since last time they asked.
Vinyl Me Please (store, exclusives, swaps, etc)
- Thread starter Captainfog
- Start date
Same.
I did zero. Why? Because it will bring down any average of people feeling sorry for them. Also I agree with the 0 ranking.
Provided my issue. Lack of response time. Promised refund over 2 weeks ago.
Satchmo2go
Active Member
AnthonyI
Well-Known Member
I'm sorry, but every "calculated" business move they make seems to be coming from an antiquated dot-com's 101 or dot-coms for Dummies book from the 90's. Has anyone at VMP ever really understood business?
As opposed to the apology letter that went out to everyone, the "How Likely" email went out to a targeted group, that I would guess consists of current members to see where they stand. VMP continues to use numbers incorrectly, they have such a large user base that, to be honest, doesn't care about quality, communication or "good business practices", so they see themselves in a "good" position.
But I still contend that the most passionate supporter has there limits and if they can't fix the inherent problems they have as a company, they won't be able to keep sustaining blunder after blunder, each new misstep exponentially effects not only their subscriber base, but rips at their finances as well.
As opposed to the apology letter that went out to everyone, the "How Likely" email went out to a targeted group, that I would guess consists of current members to see where they stand. VMP continues to use numbers incorrectly, they have such a large user base that, to be honest, doesn't care about quality, communication or "good business practices", so they see themselves in a "good" position.
But I still contend that the most passionate supporter has there limits and if they can't fix the inherent problems they have as a company, they won't be able to keep sustaining blunder after blunder, each new misstep exponentially effects not only their subscriber base, but rips at their finances as well.
Wes C. Attle
Well-Known Member
I had to translate the question to “How embarrassed would you be if you recommended our service to a friend and they signed up and we continued to have a bunch of issues and they never got their records or they arrived damaged and we never responded to their replacement requests until it was too late, eventually resulting in the end of your friendship?”
I attended a conference once whose premise was teaching a couple of key concepts.
The average consumer only tells a few people about their experiences with a product or service.
When someone feels they have had a great experience or are ecstatic with their purchase whether it be quality/value/price they may become a “brand ambassador” and tell anyone that will listen.
On the other side of the coin, an extremely dissatisfying experience may create “brand assassins”. They too will communicate their negative experience, which today with social media is very easy.
My take on all of this? VMP has created a posse of assassins, and they continue to supply them with ammunition.
Not cool.
High Rant District
Active Member
Is 'Assassin' something I can graduate to from 'Member' or 'Well-Known Member'? How many points do I need?
Based on conversations I had with him during my first year as a subscriber with VMP way back when, I'd say that Matt Fiedler is a good human being. He gives a shit. I have no doubt he spent the holidays on his laptop trying to address issues while at home. Running a small business is no joke, especially when you've never done it before, and especially when you scale it up quickly. You learn (or don't) as you go. If he started another venture, I'd check it out. I like the guy.
I place almost all the blame on the guy that was hired to be COO - Lloyd Starr. He's in charge of operations. All the stuff that went rapidly downhill over the last two months is operations. The guy has prior experience in e-commerce and transitioning companies to different e-commerce platforms. This is all on him, IMO.
As far as being an internet tough guy: please stop. Be cool.
Murfocakes
Well-Known Member
You’re edit is important here @jamieanderson1968 , let’s speak with our wallets and not find poor service. Can I just say @jamieanderson1968 is a good guy and any comments are just to do with frustration rather than any real intent. No ill will on any of the people but the company doesn’t deserve any pity.
AnthonyI
Well-Known Member
It sure does reek of this, doesn't it. If I remember correctly, he doesn't have the greatest track record at this, does he?
Ericj32
Well-Known Member
Saw that apology email. Makes me think the ship is sinking fast if they’re resorting to finally acknowledging what they’ve been trying so hard for months to minimize and ignore. Maybe allow people to post comments on your IG posts again and I’ll believe that you’re making communication a priority with your little task force.
I work for a very large company and we all had training on something similar called “net promoter score” with customers who were “promoters” vs. “detractors.” I was excited about this push since I actually had meetings regularly with external clients and heard a lot of their frustrations with our business. But leadership got real cute with how they interpreted “customer” and decided that our only real customer was the finance dept, because they gave us funding to hire employees, and all of our clients signed contracts with the larger business, not with our team specifically. It’s some real bs.
That would be a fun little stat next to everyone’s avatar - just the number of people who have them on ignore haha.
I’m not sure “marriage immunity” applies when she’s actively posting things publicly and directing them at a wider audience. It’s not like anyone is commenting on her relationship or any kind of personal attack on her. This isn’t a Baron Trump situation - she’s an adult who chose to get involved in the conversation. Wouldn’t it be condescending for us to think that being a wife or a mom means you’re too fragile or blindly irrational for people to respond critically to your public statements?
I work for a very large company and we all had training on something similar called “net promoter score” with customers who were “promoters” vs. “detractors.” I was excited about this push since I actually had meetings regularly with external clients and heard a lot of their frustrations with our business. But leadership got real cute with how they interpreted “customer” and decided that our only real customer was the finance dept, because they gave us funding to hire employees, and all of our clients signed contracts with the larger business, not with our team specifically. It’s some real bs.
Ericj32
Well-Known Member
Orders update: I’m back in DC. All of my packages were waiting at the post office for me! All but two of my VMP records were there, along with my Camaron de la Isla and single lock orders! Single lock also sent me a free tote bag! Thanks everyone for the good wishes!!! - I almost hugged the postal worker when she wheeled over the cart with everything in it lol.
vmp cancelled and refunded my “time for peace is now”, which feels appropriate, along with the King Britt presents Sister Gertrude Morgan.
vmp cancelled and refunded my “time for peace is now”, which feels appropriate, along with the King Britt presents Sister Gertrude Morgan.
recordzzzzz
New Member
So I've been a lurker for awhile (ever since lots of issues in November 19) and I cancelled in December due to those issues.
But from what I remember, Matt mailed some customers personal copies from a random drug store in Denver. He's also the guy who gave attention to emails within minutes (instead of months) last week. And if his wife's IG is to be believed, he spent a lot of time during the holidays working (as did his staff) trying to make things better.
Did he fully succeed? No. But does he deserved to be punched? Also no.
Overall, he (and the company) have never seemed unwilling to help. They just seem very very short-handed and misguided.
If I was that company, I would hire a Omsbudsman/Customer Relations person who can work deliberately, intentionally, and PROACTIVELY to turn assassins into ambassadors. ( h/t @HiFi Guy).
In my mind, that individual's contact information would be all over their website, their socials, and their emails. Additionally, they could actually be paid to do the reddit things that Storf and Pauly were doing ad-hoc. Beyond that, there are probably a dozen other ways to engage positively with this passionate community.
I remember someone posting that VMP has a chief experience officer, but I'm not sure what that individual does. However, if that role included proactive direct customer interaction, it might go a long way to retaining customers like me.
But from what I remember, Matt mailed some customers personal copies from a random drug store in Denver. He's also the guy who gave attention to emails within minutes (instead of months) last week. And if his wife's IG is to be believed, he spent a lot of time during the holidays working (as did his staff) trying to make things better.
Did he fully succeed? No. But does he deserved to be punched? Also no.
Overall, he (and the company) have never seemed unwilling to help. They just seem very very short-handed and misguided.
If I was that company, I would hire a Omsbudsman/Customer Relations person who can work deliberately, intentionally, and PROACTIVELY to turn assassins into ambassadors. ( h/t @HiFi Guy).
In my mind, that individual's contact information would be all over their website, their socials, and their emails. Additionally, they could actually be paid to do the reddit things that Storf and Pauly were doing ad-hoc. Beyond that, there are probably a dozen other ways to engage positively with this passionate community.
I remember someone posting that VMP has a chief experience officer, but I'm not sure what that individual does. However, if that role included proactive direct customer interaction, it might go a long way to retaining customers like me.
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that's what it looks like!
Hhabelt
Active Member
Do we tell her?
Dead C
Well-Known Member
Good way of looking at it, but just make sure to reverse the scale, because that would be 10. 10 embarrassed.
Then again, does it ask who you would be recommending it to? Because a VMP reccomendation could be a real doozy of a prank.
Dead C
Well-Known Member
"More time" will bother me forever