Eve-Centrala
Eve Online => Dyskusje ogólne => Wątek zaczęty przez: Ezachiel w Kwiecień 26, 2007, 14:20:26
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Od ponad 1,5 miesiaca bezskutecznie wysyłałem zapytania ze strony dotyczace mojego buy-orderu złożónego w eveonline shop, w koncu po wczoraj udało mi sie nawiazać kontakt ... :
-----Original Message-----
From: hide
Sent: 25. apríl 2007 07:33
To: store
Subject: Email from the Store, customer Mr X
Order Id=#hide
Phone=+hide
Category=Refund
Hello
Today is a 25 - 04 - 2007. I sending about 30 messages to your contact e-mail and don;t get a single answer. Ill check my post office, they don;t get any packe for me, still ... i need ask about refund my purchase in case not delivered to me. Can i get any asnwer for this message ?
And please, send me a post package number to check this delivery in polish central post office.
best regards
MR X
Otrzymałem standardowa odpowiedz z szablonu :
From: Anna Rut Ingvadóttir [mailto:annarut@ccpgames.com] On Behalf Of store
Sent: Wednesday, April 25, 2007 9:40 AM
To: Mr X
Subject: RE: Email from the Store, customer Mr X
Dear Mr X
Thank you for your email. We shipped this order on the 15th of Feburary so I advise you to check your local post office and see if it got misplaced.Unfortunetly if they can not find it I can not refund you because it is clearly stated on the website:
CCP guarantees delivery of merchandise that is shipped as certified mail or with DHL. Merchandise shipped as regular mail (Íslandspóstur) will be the sole responsibility of the buyer and will not be replaced lost in transit. And as it was your request to have it sent by the cheapest option, as regular mail it is sole responsibility of the buyer, in this case you
Therefore we can not refund you the package.
Best regards
Anna Rut Ingvadóttir
Store Manager
Direct Line: +354 540 9100
Grandagarður 8 - 101 Reykjavik - Iceland
http://www.ccpgames.com
http://www.eve-online.com
Ponieważ, fakt że Islandzka firma nie refunduje przesyłek, a taki refund mozna zaltwic nawet w naszym ciemnogordzie, postanowiłem drazyc temat dalej :
From: Mr X
Sent: 25. apríl 2007 09:04
To: store
Cc: Anna Rut Ingvadóttir
Subject: RE: Email from the Store, customer Mr X
Hello
Thank you for answer, first email what I get long time for my question.
Ok, all post office refund lost package up to some of his price, and this was in post mail price counted by post office J.
I have same problems before, with not delivered packages, and all time shop what sending me this refund my lost. They still can refund his lost in post office.
And, also, I can’t make reguest in my post office about refund, because I’m not sender. This can be done only by sender, not me, sorry for problems with this.
This was not a big cash, but still, I awaiting about 2 month for this deliver, and before there was no single problem with delivery from CCP Shop.
I get all my order in timely fashion.
And, also as you can check I’m order 1 year subscription for EON, and there was no problem at all with delivery this.
In this reanson I need ask about how we can solve this problem together., because I’m not a big customer with huger orders than other, but still I look fro help form you to slove this problem.
Other question, I need numer of package to check in my Central Post Office in Poland what happen with my delivery, I hope this can help little.
I’m sorry for any trouble ill make to you by this e-mail J
PS : Sorry for my weak english, but it’s not my native ;)
Best regards
Mr X
Ja widac, nie był to pierwszy order jaki zrobiłem na stronie CCP, ale chyba ostani w tym przypadku. Dotychczas wszystko szlo bez problemow, no ale ... :
From: Anna Rut Ingvadóttir [mailto:annarut@ccpgames.com] On Behalf Of store
Sent: Wednesday, April 25, 2007 10:33 AM
To: Mr X
Subject: RE: Email from the Store, customer Mr X
Hi Mr X
Like I told you in my previous email, we do not get tracking numbers for packages sent via international mail and therefore we can not track your package. And also like I said before we can not refund your package because it is clearly stated on the website:
CCP guarantees delivery of merchandise that is shipped as certified mail or with DHL. Merchandise shipped as regular mail (Íslandspóstur) will be the sole responsibility of the buyer and will not be replaced lost in transit. And as it was your request to have it sent by the cheapest option, as regular mail it is sole responsibility of the buyer, in this case you
Best regards
Anna Rut Ingvadóttir
Store Manager
etc.
Bardzo zmartwiony postanowilem odgryzc sie za to ze nie daja wsparcia klientom ktorzy placa i zamawiaja w eve online shop
From: Mr X
Sent: 25. apríl 2007 09:43
To: store
Cc: Anna Rut Ingvadóttir
Subject: [Might be spam] RE: Email from the Store, customer Tomasz Dabrowski
Hello
Looks like CCP can’t support his customer in any field with his problem, ingame or shopping/delivery, and CCP don’t care about this in any case, even if there shuld be a some care for regular customers. Looks like there was to many customers atm … and even the oldest one have not right to question anything what is cover in your regulations.
Anyway, thank you very much for your time and help. And sorry for any problems with my questions.
Best Regards
Mr X
Oczywiscie to nic nie dalo ... :
From: Anna Rut Ingvadóttir [mailto:annarut@ccpgames.com] On Behalf Of store
Sent: Wednesday, April 25, 2007 11:12 AM
To: Mr X
Subject: RE: Email from the Store, customer Mr X
Dear Mr X
This is not a lack of support, because like I have said now twice before it is clearly stated on the website:
CCP guarantees delivery of merchandise that is shipped as certified mail or with DHL. Merchandise shipped as regular mail (Íslandspóstur) will be the sole responsibility of the buyer and will not be replaced lost in transit. And as it was your request to have it sent by the cheapest option, as regular mail it is sole responsibility of the buyer, in this case you
Best regards
Anna Rut Ingvadóttir
etc.
W tym czasie udalo mi sie znalesc strone Islandzkiej poczty, i o dziwo poczta refunduje utracone paczki do wysokosci 22 500 ISK. Postanowilem podzielic sie tym faktem z Pania Menager, bo moze nie wie o tym ....
From: Mr X
Sent: 25. apríl 2007 10:20
To: store
Cc: Anna Rut Ingvadóttir
Subject: RE: Email from the Store, customer Mr X
Hello
Yes, it is a lack of support, if post office refund up to some price lost package even this one what is send as regular, normal package, and also my central country post office can track any delivery by air-mail or forgein mail only with package mail number, and this same can be done by Island post - http://www.postur.is/english/ ; http://www.postur.is/english/Customer_Service/From_Iceland/Parcels_from_Iceland.html =>
“Compensation for lost or damaged parcels from Iceland is at most ISK 22,500.”
Best Regards
Mr X
Oczywiscie to nic nie dało, ponieważ CCP ma stanadardowa odpowiedz .... :
From: Anna Rut Ingvadóttir [mailto:annarut@ccpgames.com] On Behalf Of store
Sent: Wednesday, April 25, 2007 11:31 AM
To: Mr X
Subject: RE: Email from the Store, customer Mr X
Dear Mr X
That is only if you send it by registered mail that you get a tracking number and that cost a lot more. Our only registered mail service is DHL. This is not a lack of support because this is all explained on our website.
Best regards
etc.
W końcu. Od Teraz przestaje otrzymywać odpowiedzi na moje pytania - czyli dostałem ignora, ale moje maile czyta bo mam to potwierdzone. Postanowiłem zajrzeć do prawa handlowego Islandzkieko .. no i proszę :
From: Mr X
Sent: Wednesday, April 25, 2007 12:21 PM
To: 'annarut@ccpgames.com'; 'store'
Subject: RE: Email from the Store, customer Mr X
Hello
Some word about this rule form your online shop :
“If goods are intended for consignment to the buyer in other cases (consignment) and no shipment terms or other contract terms provide otherwise, the goods are regarded as delivered when they have been handed over to the carrier who has undertaken shipment from the place of consignment. If the seller himself undertakes the shipment, the delivery is regarded as having taken place only when the buyer has accepted delivery of the goods.
If goods are sold "free", "delivered" or "delivered free" and a specific place is indicated, the goods are not regarded as delivered until they have arrived in that place.”
Znaczy, ze jak nie dostałem to nie zostalo to mi dostarczone ... i nie powinienem placic za to.
“If goods are not insured in transport, the seller shall alert the buyer to this fact. If the seller is not intended to purchase insurance in respect of the shipment of the goods, the seller must, at the request of the buyer, provide the information necessary for the buyer to purchase such insurance.”
I tu jest coś ciekawego, otóż jesli przesyłajacy nie ubezpiecza paczki, musi o tym poinformować kupujacego - co jest na stronie i zapewnic mu informacje pozwalajaca na ubezpiecznie paczki - czego CCP nie robi. Oczywiscie nie ma takiej opcji do wyboru jak ubezpieeczona paczka, jest tylko DHL, czyli firma kurierska. Wiec mamy opcje albo poczta albo 5 x drozszy kurier ...
naciagnie i brak wsparcia dla klienta ...
chce kupic to niech buli
Chapter V The Buyer's Recourse in the Event of Non-performance on the Part of the Seller. Delays
Article 25 Rescission
The buyer may rescind a purchase if a delay results in substantial non-performance.
The purchase may furthermore be rescinded if the seller does not deliver the goods and performance is delayed beyond a reasonable additional time given by the buyer.
Kozystajc z mojego prawa do zrefundowanai mi braku dotrzymanai umowu handlowej, bo towar nie dotarł, poprosiłem o refund a CCP sie wypieło ...
http://eng.idnadarraduneyti.is/laws-and-regulations/nr/1255
Looks like this warning on www is not validate with Iceland Law ?
Best regards
Mr X
Ponieważ nie otrzymałem odpowiedzi w jakis sposób CCP Shop Menager interpretuje ten przepis prawa Islandzkiego, postanowiłem zadać inne pytanie ktore mnie nurtuje :
Hello
Sorry for distrubing you again, I’m interesting about one thing :
Do you have any proff for this shippment done ?
Because if you don’t have any number of parcel, how I know you send this ?
Best Regards
Mr X
Nie dostałem odpowiedzi do dziś, ale postanowiłem szukac innego zródła informacji.
Tak więc wysłałem zapytanie do Urzedu pocztowego w Islandi, oczywiscie nie udalo sie ustalic ani numeru ani nawet faktu nadania paczki :
From: Mr X
Sent: Wednesday, April 25, 2007 1:22 PM
To: Internet Pósturinn
Subject: Question
Hello
Can i pls abou small favour, i’m looking for number parcell send to me from Iceland around 15 feburary 2007, and person form shop what make this parcel can’t give me any number or prof. about sending it to me.
Can you help me, please?
Best Regards
Mr X
From: Svanhvít Moritz Sigurðardóttir [mailto:svanhvitm@postur.is]
Sent: Wednesday, April 25, 2007 3:26 PM
To: mrx
Subject: RE: Question
Hi
Can you give oss name of the sender?
Með kveðju / Best regards,
Svanhvít Moritz Sigurðardóttir
Þjónustufulltrúi
Þjónustudeild
Íslandspóstur hf.
Norðurtanga 3
600 Akureyri
Sími: 580-1000
Þjónustuver s.580-1200
www.postur.is
Pósturinn - Allur pakkinn
Tölvupóstur og viðhengi hans geta innihaldið trúnaðarupplýsingar og eru eingöngu ætluð þeim sem hann er stílaður á. Óheimil meðferð þessa tölvupósts og viðhengja hans getur varðað skaðabóta- og refsiábyrgð samkvæmt lögum um fjarskipti. Efni sem ekki tengist starfsemi Íslandspósts hf. er á ábyrgð sendanda.
From: mrx
Sent: Thursday, April 26, 2007 8:31 AM
To: Svanhvít Moritz Sigurðardóttir
Subject: RE: Question
Hello
Yes, i can give more info about this parcel. Thank you for answer and help
Ok, here is info about parcel :
Date of shipment : 15 – 02 – 2007 y
Destination :
Hide
Sender information :
CCP hf.
Grandagarður 8
101 Reykjavik
Iceland
I don’t have any information about this parcel from sender about this parcel.
Thank you for help, and for your time.
Best Regards
Mr x
From: Svanhvít Moritz Sigurðardóttir [mailto:svanhvitm@postur.is]
Sent: Thursday, April 26, 2007 12:58 PM
To: mrx
Subject: RE: Question
Hi again
I can't find your parcel, I telephone the sender and she can´t give me trace and track number about this parcel and no inform. Sorry
Með kveðju / Best regards,
Svanhvít Moritz Sigurðardóttir
Þjónustufulltrúi
Þjónustudeild
Íslandspóstur hf.
Norðurtanga 3
600 Akureyri
Sími: 580-1000
Þjónustuver s.580-1200
www.postur.is
Pósturinn - Allur pakkinn
Tölvupóstur og viðhengi hans geta innihaldið trúnaðarupplýsingar og eru eingöngu ætluð þeim sem hann er stílaður á. Óheimil meðferð þessa tölvupósts og viðhengja hans getur varðað skaðabóta- og refsiábyrgð samkvæmt lögum um fjarskipti. Efni sem ekki tengist starfsemi Íslandspósts hf. er á ábyrgð sendanda.
Podsumowujac, za kazdym razem kiedy kupujemy coś w CCP SHop online, i nie placimy za kuriera oni nawet nie poczuwaja sie do udowodnienia faktu nadania przesylki pocztowej z zamowionym i zaplaconym towarem.
Zachecam was do czestego robienia zakupow w CCP online SHOP.
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to nazywa sie "customer fulfilment" - jak byl walnal text do Mr Orbisa, niech tlumaczy sie nasz opiekun regionu
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gdy ja zamawialem cos u ccp to czekalem miesiac na paczke, wreszcie doszla...
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gdy ja zamawialem cos u ccp to czekalem miesiac na paczke, wreszcie doszla...
15 luty - > 26 kwiecien = 13 + 31 + 26 = 70 dni ... troche dlugo jak na paczke ?
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Ja problemow nie mialem... ok 2 tyg. i paczka od nich do mnie doszla (ale to prawie 2 lata temu bylo - moze sie pozmienialo)
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Ja problemow nie mialem... ok 2 tyg. i paczka od nich do mnie doszla (ale to prawie 2 lata temu bylo - moze sie pozmienialo)
Ja też generalnie nie mialem problemow, kupuje EON-a, kupuje GTC i takie tam pierdoly.
Tym razem zamowiłem GTC i Karty do gry .. i wdupilo.
Nie mowie ze kazde zlecenie ktore skladasz to scam, ale jak nie dostaniesz paczki to nie ma szans zebys gdziekowliek jakakolwiek reklamcje zlozyl bo nie ma dowodu na to ze wyslali paczke ani numeru, ani rejstru nic .. i nie poczuwaja sie do zadoscuczynienia za strate, ani kuzwa propozycji ze moze moze jakis kodzik rabatowy, ani nic. Generalnie - widziales info na stronie ? - to teraz sipierdalaj jak nie masz.
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ja juz mimo wszystko nie zamowie od nich niczego nie przez kuriera...
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Generalnie - widziales info na stronie ? - to teraz sipierdalaj jak nie masz.
No tu masz racje... sa sklepy i taborety... To jak Ciebie potraktowali (jako "stalego" klienta) nie swiadczy o nich dobrze.
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W Polsce taki przepis nic nie znaczy umieszczony na stronie, bo sprzedjacy musi udowodnic ze nadal przesylke.
Tak samo tam, ta informacje na stronie jest bezprawna na ile moge to ocenic jako laik, dodatkowo oni nie oferuje "poleconych" tylko kuriera ...
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OMFG!!! Ed ty wstretny dziadu jak mozesz takie dochodzenie prowadzic! :D
jak bede potrzebowal detektywa to zglosze sie do ciebie heh joke.
pelen podziw
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gdy ja zamawialem cos u ccp to czekalem miesiac na paczke, wreszcie doszla...
Venzon co zamawiales u CCP? Przyznaj sie ... Wibrator odbytniczy a la Armagedon czy Suszarke a la Vexor czy wersje tech2 aka Ishtar? Czy Golareczke (Sabre)?
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nie powiem ci bo bys mnie wysmial :D
dobrze, ze nie dla siebie to zamawialem
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Moja walka z CCP też miała podobny efekt - zero wsparcia, a nr nadania nie podadzą bo tak !
Co oczywiście oznacza, że poczta nie jest w stanie nic o przesyłce powiedzieć. >:(
Po 5-tym mailu dałem sobie spokój, bo nie chciało mi się robić awantury o 30$, ale po prostu u nich więcej nic nie zamówię. Zamówienie miało miejsce jakieś 2 lata temu, więc to nie jest hit ostatniego sezonu i co gorsza NIE da się tego wytłumaczyć ILOŚCIĄ klientów.
BTW dla zainteresowanych - miałem kilka razy do czynienia z wadliwie dostarczonym zamówieniem, w tym otrzymałem stłuczone świetlówki (każda sztuka warta 100PLN - na 3 zamówione 3 zbite). Poczta jednak grzecznie przyjęła reklamację i otrzymałem 150PLN zadość uczynienia, bo oczywiście paczka nie była ubezpieczona chociaż oznaczona jako "krucha zawartość" (oczywiście nienaruszone opakowanie było). Co ciekawe kolejne zamówione z tego samego sklepu przyszły nienaruszone.
CCP jednak nie przyjmuje reklamacji. ODRADZAM zakupy w ich sklepie w innej formie niż kurier.
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Nie pochwalam takiego zachowania CCP ale...
Szczerze to dobrze wiedziales, ze przesylka zwykla jest nie pewna, a jednak z niej skorzystales. Troche jest w tym twojej winy. Nie zyjemy w idealnym swiecie i "przypadki" na pocztach zdarzaja sie dosc czesto warto to brac pod uwage. A CCP to olewa bo nie chce im sie tej paczki szukac, nie maja ludzi do tego, za duzo czasu by to zajelo, a czas to pieniadz.
osobiscie zwylky list to bym wziol jak bym w islandi mieszkal. Wole troszke wiecej zaplacic i miec spokoj niz pozniej sie wkurwiac.
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Ja chce otrzymać dowód że wysłali tą paczke, dowodem jest coś co u nas się nazywa dowodem nadnia.
CCP nie chce podać mi tego numeru, na poczcie w Islandi też nie mogą zlokalizować tej przesyłki, i nie odpowiedzili na pytania urzednika ich poczty o ta przesyłkę jak mozna wyczytać w tresci korespondencji.
Podsumowujac, oczywiscie, to moja strata, moglem zaplacic 70 zł za przeslanie paczki wartej 250 zł, zapłaciłem "tylko" 30 zł.
CCP nie prowadzi rejestru wysyłanych przesyłek zwykłymi paczkami, tylko możemy skozystać z tej określonej wybranej usługi drogiej przesyłki lub normalnej przesyłki.
1. CCP nie oferuje ubezpieczenia przesyłki co jest wymagane w Islandzkim kodeksie handlowym,
2. Nie oferuje danych nadanej przesyłki żeby zamawiajacy mógł sam ubezpieczyć przesyłke co powinno być robione jesli kozystaja z opcji nie ubezpieczania przesyłki.
3. Transakcja nie jest wg prawa Islandzkiego zakonczona bo towar nie dotrał
4. Regulamin nie pokrywa się moim zdaniem z prawem handlowym
5. Nie przyjmują reklamacji ani nie poczuwają się do zrefundowania w żaden sposób straty klineta
6. Nie są w stanie udowodnić nadania paczki
No kurwa ... to jak nazwać to co oni robią ?
EDIT : Ja sie nie wkurwiam, ja chce aby szanowano mnie jako klienta, i chciał bym kiedy składam reklamacje albo proszę o pomoc aby tej pomocy mi udzielono a nie dokonano copy&paste z ready to answer . doc.
Ja wiem że Polacy maja kiepska opnie w świecie jako naciągacze i krętacze, ale ja raczej staram sie postepować uczciwie i tej paczki nie otrzymalem naprawde.
Domyślam się że gdyby chodziło o klienta pochodzącego z Islandi lub Angli ich zachowanie było by pewnie nieco inne, a tak ... ignoruja pytanie o dowod nadania, ignaruja fakt ze pwoinni mi podac numer przesylki ...
I kolejna sprawa, z drugiej strony tego problemu, jesli paczke ukradl nieuczicwy pracownik poczty polskiej, to takie zachowanie CCP nie daje mozliwosci zlozenia skargi u nas w kraju, czyli chronia nie udzielajac odpowiedzi ani nie przekazujac dowodu nadania złodzieja w Polsce ... jak mam o tym myslec ?
Dodatkowo, ja wiem ze wszystkim to wisi bo to ja stracilem kase a nie wy, ale jesli bedzie dosc glosow po naszej stronie to moze CCP przestanei nas traktowac jak wiesniakow ....
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jabym walnal w leb Mr Orbisa, niech siem tlumaczy albo eskaluje takie rzeczy...a nie merda ogonkiem ze bedzie w Polsce nam promocje EvE robil..Jove go w .. mac
tez mialem zamowic cos jakies pol roku temu, ale na kanale powiedzieli mi grzecznie, zebym lepiej dal na Fundacje Nastepnych Inkarnacji o/Rydzyka
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Moj ingrlish is to weak, nie bardzo sobie radze w angielskim z takimi sprawami, czy mzoe ktos zadać takie pytania wlasnie Panu od Marketingu ?
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proponuje zwrocic sie z tym do orbisa albo poszukac bardziej oficjalnych kanalow ktorymi bedziesz mogl wymusic na CCP to czego chcesz.
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Alo Edziu
Jo go chętnie pomagluja o to, bo som żech chcioł zamówić pora badziewii w ich sklepie, a widza, że nie warto.
Faktycznie inglish trocha słabo znosz ;)
Podej mi ino jakieś namiary, nasmaruja maila, wklei sie sam, coby ew. mądre głowy inkszych forumowiczów sprawdziły, czy jest wsio ok.
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Heh, a co wam Orbis pomoże? Oni po prostu wysyłają te rzeczy przesyłkami niepoleconymi - bez dowodu nadania... Gadżety na konkurs tez mi tak przysłał - kopertę z czapkami znalazłem normalnie w skrzynce, a tuba z plakatami się nie zmieściła i tylko dlatego musiałem na pocztę leźć...
Imo bezsens kompletny, nawet nie biorąc pod uwagę Poczty Polskiej... A że z PP mam na pieńku, to jak mogę - zamawiam/wysyłam kurierem. Może i parę złotych więcej, ale przesyłka trafia pod moje drzwi, punktualnie, nie muszę stać w kolejkach czy użerać się z listonoszem... A jak wysyłać paczkę poleconą, priorytet i opcja ostrożnie, to ups wychodzi taniej :P
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Hm, niby fakt, niby nic nie pomoże, ale... imho warto mu napomknąć, że była tako sytuacja i że nom sie NIE podobo sposób, w jaki nos CCP potraktowało.
I tela.
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Heh, a co wam Orbis pomoże? Oni po prostu wysyłają te rzeczy przesyłkami niepoleconymi - bez dowodu nadania... Gadżety na konkurs tez mi tak przysłał - kopertę z czapkami znalazłem normalnie w skrzynce, a tuba z plakatami się nie zmieściła i tylko dlatego musiałem na pocztę leźć...
Ja czasami dostaje z Reader's Digest ksiazki, rowniez jako zwykle przesylki... kilka razy mi juz je wcielo... R-D do mnie fakturke z ponagleniem przesylal, a ja do nich telefonik, ze nie dotarlo i poki nie dostane to nie zaplace... wiec wysylali ponownie.... (jedna ksiazke az 3 razy mi wysylali)
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Trzeba scigac, tempic i naglasniac, jesli ludzie tego nie beda robic, to sie nie poprawi nigdy.
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Dokładnie. To, że CCP wali przesyłki bez poleconego, to ich biznes i ich problem widocznie tak się im opłaca. Reklamacja ma być jednak rozpatrzona i koniec dyskusj. Federacja kosumentów istnieje nawet tam gdzie biegają białe misie i pingwiny. Tym bardziej w Islandii - kraju dośc socjalnym. Jak CCP będzie się stawiać, to właśnie do takich instytucji trzeba napisać skargę na nierespektowanie praw klientów. Z praktyki nawet na dzikim wschodzie (Rosja, Polska) wiem, że reakcja na skargi jest natychmiastowa, a reklamacja bez dalszych dywagacji rozpatrywana na korzyśc klienta.
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Dokładnie. To, że CCP wali przesyłki bez poleconego, to ich biznes i ich problem widocznie tak się im opłaca. Reklamacja ma być jednak rozpatrzona i koniec dyskusj. Federacja kosumentów istnieje nawet tam gdzie biegają białe misie i pingwiny. Tym bardziej w Islandii - kraju dośc socjalnym. Jak CCP będzie się stawiać, to właśnie do takich instytucji trzeba napisać skargę na nierespektowanie praw klientów. Z praktyki nawet na dzikim wschodzie (Rosja, Polska) wiem, że reakcja na skargi jest natychmiastowa, a reklamacja bez dalszych dywagacji rozpatrywana na korzyśc klienta.
Napisałem .. z tym ze jest maly problem, ta organizacja chroni wylacznie obywateli islandi, nie ma mozliwosci zarejestrowac problemu bez ich ID Scojal
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Ed, spróbuj tutaj: http://www.konsument.gov.pl/
To Europejskie Centrum Konsumenckie. Pomagają załatwiać takie sprawy, nawet jeśli dotyczą kraju spoza UE.
Zawarte tu informacje kierujemy zwłaszcza do:
* konsumentów polskich dokonujących zakupów w krajach Unii Europejskiej, Norwegii lub Islandii
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cala sprawa jest dziwaczna podwojnie
juz pisze dlaczego
pan orbis wyslal mi paczke z kartami (w ramach podziekowania) ktora dotarla do mnie ponizej tygodnia
wyslane zwyklym listem - nie poleconym czy jak kto woli rejestrowanym..
jakkolwiek... jak poczta wysyal listy nie polecone/rejestrowane i nie dochodza .... to wogole nie ma o czym mowic.. wsiaklo i bujaj sie
jakkolwiek dziwie sie ze opcja wysylki zwykla poczta jest...
jak zwykle jest to dobry przyklad ze pewnych wyborow ludziom nie powinno sie pokazywac... bo moga z nich skorzystac :D
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Hi,
I am not sure what has been written here, but it sure doesn't look good with SCAM and CCP in subject :)
If someone can maybe explain the issue in few words in English i will see what i can do.
Thank you.
Best Regards,
The Orbis
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Check the first post. Its about Eve online shop and gadgets bought there and sent by normal mail (in opposition to courier delivery). The package never arrived and Edmund (the first poster) didn't get any refund. First post contains his email communications with CCP representative responsible for deliveries, in English (polish comments are not necessary to understand).
In the rest of this thread, people speak about more cases of problems with mail delivery, discuss Icelandic trade laws and possible ways to track a package and possibly get the money or package back.
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Well, the rest of the posts are mainly about:
- how many times CCP answered by copy & paste, and how much that can piss ppl off,
- no proof of package being sent and how is it possible (without proof Edmund cannot check at Polish post office, so if the package was stolen here he can do nothing about this... if it was ever sent, that is)
- how it was with other packages ordered by other ppl, and with previous Edmund's packages (usually all ok)
- laws etc as Albi wrote, where to write next,
- how great the promotional campagin will be, with link to this post from promo page... (j/k) >:D
- what to do and if it makes sense to write to you, Orbis. Im glad u here, we all hope u will help us resolve the problem (i need to order some things from CCP, but I'll hold on until this will be resolved)
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I look for your answer to this topic Mr Orbis, and confirm both post - Francik and Albin, they write what i mind when i post this topic here.
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i belive mr orbis is from marketing department
imho - cpp can only remove cheap option to sending not registered packages...
like i sad- its risky to allow people make choises...
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i belive mr orbis is from marketing department
This is a marketing problem ... marketing is promote and SALE products not only promote !!!
http://pl.wikipedia.org/wiki/Marketing
imho - cpp can only remove cheap option to sending not registered packages...
Well this is not option for me i think. Because this do nothing with problem, just make CCP get less mails and less secure and register for his job.
They need make first a some kind of register what they send, to who and when ... so if any customer need any info or proof about sending his parcel by CCP to him can get this anytime without problems. Not like now, they don't send me any proof !
like i sad- its risky to allow people make choises...
And you are not neutral to this problem, because you get money from CCP :D
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Hi,
I am not sure what has been written here, but it sure doesn't look good with SCAM and CCP in subject :)
If someone can maybe explain the issue in few words in English i will see what i can do.
Thank you.
Best Regards,
The Orbis
Hello
Albin and Fracik explain this in english with couple words couple days ago, any answer for major question in this Topic ? CCP shop online have any proof about sending parcel with my order to my house and why do not refund not completed order to his customer ?
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Hi Edmund,
Sorry it took long to receive a reply from me, but i was not able to speak with the person who sent out package, cause of her absence.
Finally i spoke with her today, and i am afraid that there is nothing that can be done here. :(
As she pointed out in her mails, we do not offer tracking on international mail packages and it is therefore impossible to see where did package end up. The reason it is not done is to decrease, already high shipping costs. If tracking was included, it would end up much more expensive.
What i can do is assure you that CCP has never and will never scam anyone. The EVE store is mainly created for our players, and we make very little if any money out of it. We would never put our reputation and credibility on a line, certainly not by scamming our player base as you indicate.
To give you a better idea how the whole process of order sending works i will write down a short overview:
Every order that has been received during the business day is packaged and placed in a special case, where packages are placed according to their size and priority. That case is picked up at the end of a business day by a person from post office who takes it to post office and ships from there. I cannot guaranty that Icelandic post office doesn't loose packaged, but they have a reputation of being very reliable.
As you can see, once the package is taken from CCP offices, we have no way of knowing what is going on with it and where is it heading. Sad, but true.
It is precisely because of the lack of tracking possibility that we can not offer refunds, as it is stated on our web site. Otherwise, everyone could claim they have not received a packaged and demand a refund.
Once again, i am very sorry you had to go through this and quite sad that someone would think CCP is scamming its players. Despite what you might think now, we take great pride in being so close and friendly to our player base, and would never consider anything like that.
I offer you my best regards Edmund and hope that you will change your opinion about us.
The Orbis.
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Then maybe just offer tracked mail as an option? It will be impossible with some countries, depending on practices of local post company, but when possible, I think most people will choose to pay that 1$ more for delivery and have it safer. I till still be a lot cheaper then courier and does not really require big management effort.
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Well, i was just writing a post that CCP dont give a .... about packages when your answer appeared.
Well, who made this story u wrote? It's very nice indeed, but i dont believe it. If ur company works like it, u would have lots of problems with Tax Office, and generally u would never be able to run such big game as Eve.
U try to tell us, that mail with order arrives, its packed by some1, who do not note anywhere what he did, put on the shelf, some1 comes, takes it and vanishes without even signing 'i took xxx packages' ? And this is worker of 'reputable' post office?
Who do u think u talk to? 5 year old kid?
nuts.
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like i sad- its risky to allow people make choises...
And you are not neutral to this problem, because you get money from CCP :D
not true - i did not recived never any cash from cpp
thats what i have on my mind... you risked cheaper option... and you was unlucky this time
its really sad and i fully understand your pain
but i just dont see any scam here...
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Then maybe just offer tracked mail as an option? It will be impossible with some countries, depending on practices of local post company, but when possible, I think most people will choose to pay that 1$ more for delivery and have it safer. I till still be a lot cheaper then courier and does not really require big management effort.
I agree that it might be a good idea to include that as an option, but i am sure it would cost much more then 1$. Those that want the secure option can always choose DHL packages in shipping options.
Well, i was just writing a post that CCP dont give a .... about packages when your answer appeared.
Well, who made this story u wrote? It's very nice indeed, but i dont believe it. If ur company works like it, u would have lots of problems with Tax Office, and generally u would never be able to run such big game as Eve.
U try to tell us, that mail with order arrives, its packed by some1, who do not note anywhere what he did, put on the shelf, some1 comes, takes it and vanishes without even signing 'i took xxx packages' ? And this is worker of 'reputable' post office?
Who do u think u talk to? 5 year old kid?
nuts.
I wrote that, and its not a story. It is exactly how things are. I invested my time and an effort to find out about the whole process because i care about our customers and their problems. Everything i wrote is sincere, but it is up to you if you choose not to believe in it.
As for your remarks, it is not just packed by someone, but by a person who is responsible for EVE store and items. I assumed it wont be necessary to write about the obvious and necessary processes that are done in the background with each and every order such as bookkeeping and registration, but i was wrong and i apologize.
As you suggested, every order is written down and entered into books. After that it is placed in a special case that is picked up by post office employee at the end of the working day. There is no placing of items on the shelfs or anything like that. Everything is done in a secure and appropriate manner.
I hope that clears up any doubts you might have about us. There is not much else i can do about this issue.
Best Regards,
The Orbis
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International Postal Services
Economic registered letter
To: Europe and Russia and Israel
Weight: more than 350g to 500g
Price 11.00 PLN
Registered 5.30 PLN
Total price 16.30 PLN
5.30 Polish zloty = 1.9033254 U.S. dollars
Ok, its not 1$, its 2$, and its not Icelandic but Polish post company. But I bet pricing is not that diffrent. Using registered letters is "industry standard" in online shops.
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Ok, now u speak with some sense:
As you suggested, every order is written down and entered into books. After that it is placed in a special case that is picked up by post office employee at the end of the working day. There is no placing of items on the shelfs or anything like that. Everything is done in a secure and appropriate manner.
So Edmund is asking all the time if u can show him this book entry. And i assume that postman also signs some kind of 'receipment bill', it will be nice to see, too.
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Ok, I've checked, You're right Orbis, I lost bet from my last post;
Domestic Overseas
Weight Addressee Only
(1) Delivered on location
(2) Within Europe
Outside Europe
0-100 g 615 ISK 425 ISK 695 ISK 845 ISK
101-500 g 700 ISK 510 ISK 1.040 ISK 1.595 ISK
501-1000 g 885 ISK 695 ISK 1.435 ISK 2.455 ISK
1001-2000 g 995 ISK 805 ISK 2.150 ISK 4.150 ISK
1 040 Iceland kronur = 16.3904 U.S. dollars
So, ok, in case of this post company, registered deliveries ARE quite expensive.
Maybe You shuld move Your shop storage and posting center to Your London office then?
"Recorded Signed For" prices
Weight range First Class Second Class
0-100g £1.79 £1.62
101-250g £2.08 £1.90
251-500g £2.54 £2.22
2.22 British pounds = 4.395156 U.S. dollars
Its still way less then 16$ in Iceland.
And I'd rather pay 2.22£ more and be sure my package gets to me :)
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Ok, now u speak with some sense:
As you suggested, every order is written down and entered into books. After that it is placed in a special case that is picked up by post office employee at the end of the working day. There is no placing of items on the shelfs or anything like that. Everything is done in a secure and appropriate manner.
So Edmund is asking all the time if u can show him this book entry. And i assume that postman also signs some kind of 'receipment bill', it will be nice to see, too.
It will be no problem to provide Edmund with the book entry. However i would need his name or order number in order to find it. Due to the national holiday tomorrow, CCP will be close, but can do it on Friday if i receive necessary information.
Edmund, please send me the information either through PM or in game and also include your email address.
Best Regards,
The Orbis
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Thank you for looking that up Albi.
As you can see, it is very expensive. Much more then i previously thought. :(
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Any luck with Ed's case, Orbis??
Would like to know that in case of missing parcel, CCP is able to provide a proof that parcel has been sent, along with a parcel send order number which should be recived by CCP from Icelandic post office.
This is obvious and it's kind of standard procedure , but apparently - as visible in the correspondency between Ed and CCP in the first post - it is not for CCP.
Therefore before I order anything would like to see it clarified.
Thanks!
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Any luck with Ed's case, Orbis??
Would like to know that in case of missing parcel, CCP is able to provide a proof that parcel has been sent, along with a parcel send order number which should be recived by CCP from Icelandic post office.
This is obvious and it's kind of standard procedure , but apparently - as visible in the correspondency between Ed and CCP in the first post - it is not for CCP.
Therefore before I order anything would like to see it clarified.
Thanks!
Yes, it's clear. CCP don't make money on his online shop and selling stuff for our fun and without profit, they send ordinary parcel without any registered information exept list parcels what they print when they give away parcels to post. THey don't have any proff about sending order expet printed list of parcels what get post office member form his shop.
Registered parcel in Iceland cost more than courier. In this way they can send or not to you order, and give proff evrytime because allways parcel list can be printed, when you order by ordinary parcel you don't get any parcel numer because this is "ordinary" At least, when you lost money because you don't get order they don't refund this in any way.
So if you order anything from CCP make this by corurier ...
I don't give any info to Mr Orbis about my order becuse i don;t see any chance to make any solution my problem, but still there is on problem, i never get answer from CCP online shop for my last post with question about proff of sending my parcel.
I have only 2 way to fight with this problem atm, forget this 100 usd or make heavy fight with customer agency etc .. about not realized online order ... ill give up, why i shuld hurt CCP in my private problem with lost cash if they are so friendly and make so much for comunity, like eve-online, EON, t-shirts, gtc, playing cards, etc .. almost without any profit just for our fun ? I can't do this ...
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Ed, I understand your approach and respect that. Nevertheless, it's kinda strange that Islandick post office does not give any proof that parcel was collected from CCP.It's just hard to belive that CCP give away their customer's money(in form of posters,cups etc.) to Islandick post office without any receipt.That is kinda weird, and not even close to a standard of service that proffesional company should offer to their customers.
Considering above, CCP should stop offering this mean of delivery.
Anyway good to know that courier is always there for us. Unfortunately, not everybody read this forum and this thread particularly.
Maybe we should change the topic name to: CCP online-shop: do not use ordinary post.
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Maybe we should change the topic name to: CCP online-shop: do not use ordinary post.
Then we make a marketing for courier and ccp shop not a problem solution with no answer from CCP Shop menager about proff of sending parcel, don't you mind ? What problem is still not resolved, because shop menager do not give any proff of sending order to me :'(
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That is kinda weird, and not even close to a standard of service that proffesional company should offer to their customers.
There is a simple thing like registered deliveries. You pay slightly more and the post is obligated to know where Your package is and return it to You if it fails to reach the recipient. I thought that using this option is an obvious necessity when sending valuable packages from online shop etc. Its almost unthinkable to use normal non-registered letter - but not in Iceland.
I've checked pricing for registered letter (added to standard delivery cost) of Icelandic post company, one in UK and one in Poland, comparing cost for Europe range, economic class package weight about 250g. The cost is;
1.9 U.S. dollars in Poland
4.395156 U.S. dollars in UK
16.3904 U.S. dollars in Iceland
No wonder they do not use this option. Obviously it wont work unless they move eve-o shops distribution center to UK office, making registered letter a reasonable (cheaper) alternative for courier.
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Knowing the fact that Islandick post office does not track parcels in standard service(and tracking itself is expensive there), CCP should have never offered this mean of delivery.It is like giving away the money - Not only bad for customers but also for CCP, as having good PR is a valuable thing in the business world, and certain situations, like the one with Ed, don't show CCP too favorably.
There should be only courier available or, as you suggested Albi, they should move their distribution center to the country, where tracking option can be bought at reasonable prices.
Offering poor service in any field of activity should be avoided if company wants to build up creditibility and trust among it's parntners.
I belive CCP wants to be close to their customer, as having good relations with your customer is a principle rule of making a business. That is why I'm so suprised they could allow situation like this to happen.
In any case, some kind of gratification should be provided to cover the loss(at least partialy), and they should re-think thoroughly how to deliver goods to the customer without unpleasant suprises in future.
Orbis, I think you should let guys above you know that there is an issue and it should be resolved ASAP.
Cheers!
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We are fully aware of those problems and as far as i know the EVE store will be moving to United States soon. That should increase the level of service and security of all packages.
Best Regards,
The Orbis
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We are fully aware of those problems and as far as i know the EVE store will be moving to United States soon. That should increase the level of service and security of all packages.
Best Regards,
The Orbis
Good to hear this.
Ok, I've checked, You're right Orbis, I lost bet from my last post;
Domestic Overseas
Weight Addressee Only
(1) Delivered on location
(2) Within Europe
Outside Europe
0-100 g 615 ISK 425 ISK 695 ISK 845 ISK
101-500 g 700 ISK 510 ISK 1.040 ISK 1.595 ISK
501-1000 g 885 ISK 695 ISK 1.435 ISK 2.455 ISK
1001-2000 g 995 ISK 805 ISK 2.150 ISK 4.150 ISK
Don't whine, it's not that costly. I can make more by visiting one belt in highsec space. CCP should sell one 90 day GTC and it will cover yearly costs of operation.
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:)
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We are fully aware of those problems and as far as i know the EVE store will be moving to United States soon. That should increase the level of service and security of all packages.
Best Regards,
The Orbis
Why not in Poland ? Our Post office take 1,09 usd for registered post ... :coolsmiley:
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Polish post:
70% of priority packages are delivered later than 1-2 days.
I wonder how many packages are lost.
So please do not move store to Poland. The community would hate us :embarassed:
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Polish post:
70% of priority packages are delivered later than 1-2 days.
I wonder how many packages are lost.
So please do not move store to Poland. The community would hate us :embarassed:
Sielnce !
Wonder how many package lost and how many ppl pay a customs duty for his order, because shop is no longer in EU ... lol
PQ you are nice person, but when you order a 2 GTC and you get a order to pay customs duty in polish custom agency you will konow the payin !
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Besides overseas shipment (from US) will probably be horrendously expensive. The solution could be two send-out centers - one located in EU and another in US. I think it wouldn't be such a great operating cost, would help to improve CCP's standing in customers' eyes as the company who cares about costs and time.
Oh yes, the customs would be a real pain in the neck too. Also I don't like the idea of someone tampering with my purchase - and various strange things happen in the custom offices sometimes :)
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The solution is quite simple. Have your orders sent via something secure, DHL or registered insured ground mail. Unlike EvE universe, our world offers security for money. Wanna go cheap? Don't whine when someone gatecamps your package at the post office ;D