Sorry to break up the monotony of curriculum related postings but I had to share this with the community as I think this is an example of how you perform customer service. Here's a brief history:
1/18 - Ordered Stalla L2 system online. Those that have followed me or read my blog know I prefer Stalla over Schweser especially for the videos. I receive order confirmation email, shipping takes 5-7 days.
1/25 - I receive another order confirmation email, making it seem as if my order from the 18th wasn't placed. Of course, that threw me off so I call up to see what was going on. Apparently, when you order online, they are not ecommerce enabled so instead of your order being expedited, CC charged, etc, the orders are downloaded from the website and manually punched in. As someone with an IT background, I almost couldn't believe in 2010 this would even be a possibility. At any rate, I'm expecting materials to arrive by end of week, etc.
2/1 - Still no materials, so I call up again and they give me the FedEx tracking number and told me it would be there today(2/2).
2/2 - Usually FedEx delivers packages by now so I punch in the tracking # and I see that not only would my materials not get here today, they were only PICKED UP today from their IL location. New delivery of the 4th. Of course, I'm already upset because now I'm further delayed in my studies and we're going on 3 weeks here. I have the PDF of Book 1 but we all know you want to highlight and jot down notes when you're reading thru, so it's quite worthless right now and I'm not paying to print it out.
Call up and speak to a nice young lady who researches and apologizes profusely for the issue. I asked if there was any way to expedite the package at their expense even though it's already in the delivery pipeline and she said no it usually winds up delaying the shipment if they need to reroute it, etc.
I originally started typing this post to bash Stalla, and halfway thru typing, the young lady called me back on my phone and said they would be sending me the flashcards for free at their own expense to make up for the inconvenience. The flashcards do not come with the System package and go for $195 on the website separately. I had them for Level 1 and they really didn't add much value but hey, you can't argue with free. I might even sell them if I don't wind up using them.
I figured I'd share my experience since you usually don't hear too many stories of good customer service these days. While it's still inexcusable to have a website ordering system that actually SLOWS DOWN the ordering process(still can't get my head around that) at least they were smart enough to recognize and do their best to make it better for a loyal customer who's blown close to $2000 on their materials for L1 and L2.
Thanks for reading.
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It's bit shocking that they manually punch in the orders... May be you should write an email to stalla asking them to improve their order processing system... as they have figured it out that you r a loyal customer. { flash Card :) :) }
and when u give Level 3 , may be order them early assuming that they have still not improved their order system ..