towgunner2451
New Member
i ordered my controller early weds. morniring second day air. paid almost 30 dollars for it and they are telling me i wont get it until mon. i didnt pay that extra money for five day shipping. they wont even upgrade my order to over night saturday. they say that they cant help me. i feel i got robbed. what kind of customer service are they running....today is thurs. i called UPS and they have a label for it but not the actual item. customer service says it was shipped today...if that was the case UPS would have possesion of the item. i believe they screwed up somewhere. tell me what you think.
===Viking360 staff response has been inserted below this line===
The customer submitted about 6 tickets on the issue... we made a lot of responses but they all basically re-summarize our first response, which is posted below. Viking360 has faster shipping times than not only every other mod shop on the internet, but we are faster than most e-retailers....
Customer: "okay i just spoke with the ups rep. and was notified i will not recieve my package until monday. note i odrered this weds 01-19-11 morning at about 0930 and paid almost 30.00 to have it by friday. so far i am definately NOT impressed with your customer service. i suggest either a refund for the 2nd day air or option two send another unit UPS over night sat. If either of these two options are not met, i will confirm a cancellation of my purchase. i did not pay close to 30.00 dollars for 5 day shipping! i would have had it shipped standard."
Viking staff: "Greetings,
We can certainly appreciate your frustrations, but our policy is clearly listed on the FAQ page on our website. The very first question and answer from the Viking360 FAQ located at http://viking360.com/support/faq states:
"Once I place my order, how soon will you ship it?
Orders placed by 4PM Pacific Time will ship out the next business day. For example, an order received at 3PM on Monday is shipped out on Tuesday. Orders received after 4PM on Thursday are shipped out the following Monday. Orders received after 4PM Pacific Time on Friday are shipped on Tuesday."
If you compare our shipping times to that of our competitors, you will find that Viking360 still has the fastest shipping times of all:
http://www.gamermodz.com/faq.asp#shipping - "The normal amount of time it takes for a order to be packed and shipped is typically 1 - 2 business days. Due to the incredible reviews of our products it has increased the demand, it could take up to 4 business days to ship. This is un-common but worth mentioning."
http://www.evilcontrollers.com/faq/ - "Q:How long does it take for me to get my controller? A: The controller can take anywhere from 1-3 business days to be built. Then 1-3 days for priority mail. Evil offers express delivery , which guarantees next day delivery in most parts of the United States."
http://www.gamingmodz.com/support.html - "HOW SOON WILL I RECEIVE MY PRODUCT? Depending on our order volume, it usually takes 24 hours to prepare your custom controller and an additional 2 days for shipping since we use USPS Priority Shipping Service. Also, we ship Express the same day, as long as the order is placed before 3pm Eastern Standard Time."
As you can see, Viking360 is equal or faster than the competition. Custom modified controllers can take up to 90 minutes to assemble, test, and package once the order is placed.
Even major on-line retailers such as Walmart have processing lead times:
http://www.walmart.com/cp/Shipping-Costs-Times/538380
And newegg.com, the U.S.'s largest computer electronics distributor, also does not ship out same-day, even when their expedited shipping option is selected:
http://www.newegg.com/HelpInfo/FAQDetail.aspx?Module4
"Does my expedited shipping option (Next Day Air, 2nd Day Air, etc.) ensure my order will be shipped out the same day it is placed?
Unfortunately it does not. All orders are processed and shipped within our 1-2 business day processing timeframe, regardless of the shipping option selected. Although we do our best to ship out all orders the same day they are placed, and we manage it over 99% of the time, we can never guarantee same day shipping on any order. Processing time is not included in your shipping option, so an order shipped using next day air will arrive in one business day from the day it is shipped.
To help ensure an urgent order is delivered to you as quickly as possible, Newegg.com offers a Rush Processing option for orders placed before 12PM PST. This option costs a small additional fee, and Newegg will put forth its best efforts to ensure your package leaves our warehouse that day. However we can never guarantee same day shipping on any order. If we fail to ship your order on the same day it was placed, the rush processing fee will be refunded. If, however, you are close enough to our California, Tennessee or New Jersey warehouses, you can get Local Express Delivery for certain items. Check your item's shipping options during check out for details."
We're very sorry for your frustration. Our shipping process is posted clearly on our FAQ and meets or exceeds the performance of our competitors and that of nationally known brands.
Regards,
Viking360.com Staff"
===Viking360 staff response has been inserted below this line===
The customer submitted about 6 tickets on the issue... we made a lot of responses but they all basically re-summarize our first response, which is posted below. Viking360 has faster shipping times than not only every other mod shop on the internet, but we are faster than most e-retailers....
Customer: "okay i just spoke with the ups rep. and was notified i will not recieve my package until monday. note i odrered this weds 01-19-11 morning at about 0930 and paid almost 30.00 to have it by friday. so far i am definately NOT impressed with your customer service. i suggest either a refund for the 2nd day air or option two send another unit UPS over night sat. If either of these two options are not met, i will confirm a cancellation of my purchase. i did not pay close to 30.00 dollars for 5 day shipping! i would have had it shipped standard."
Viking staff: "Greetings,
We can certainly appreciate your frustrations, but our policy is clearly listed on the FAQ page on our website. The very first question and answer from the Viking360 FAQ located at http://viking360.com/support/faq states:
"Once I place my order, how soon will you ship it?
Orders placed by 4PM Pacific Time will ship out the next business day. For example, an order received at 3PM on Monday is shipped out on Tuesday. Orders received after 4PM on Thursday are shipped out the following Monday. Orders received after 4PM Pacific Time on Friday are shipped on Tuesday."
If you compare our shipping times to that of our competitors, you will find that Viking360 still has the fastest shipping times of all:
http://www.gamermodz.com/faq.asp#shipping - "The normal amount of time it takes for a order to be packed and shipped is typically 1 - 2 business days. Due to the incredible reviews of our products it has increased the demand, it could take up to 4 business days to ship. This is un-common but worth mentioning."
http://www.evilcontrollers.com/faq/ - "Q:How long does it take for me to get my controller? A: The controller can take anywhere from 1-3 business days to be built. Then 1-3 days for priority mail. Evil offers express delivery , which guarantees next day delivery in most parts of the United States."
http://www.gamingmodz.com/support.html - "HOW SOON WILL I RECEIVE MY PRODUCT? Depending on our order volume, it usually takes 24 hours to prepare your custom controller and an additional 2 days for shipping since we use USPS Priority Shipping Service. Also, we ship Express the same day, as long as the order is placed before 3pm Eastern Standard Time."
As you can see, Viking360 is equal or faster than the competition. Custom modified controllers can take up to 90 minutes to assemble, test, and package once the order is placed.
Even major on-line retailers such as Walmart have processing lead times:
http://www.walmart.com/cp/Shipping-Costs-Times/538380
And newegg.com, the U.S.'s largest computer electronics distributor, also does not ship out same-day, even when their expedited shipping option is selected:
http://www.newegg.com/HelpInfo/FAQDetail.aspx?Module4
"Does my expedited shipping option (Next Day Air, 2nd Day Air, etc.) ensure my order will be shipped out the same day it is placed?
Unfortunately it does not. All orders are processed and shipped within our 1-2 business day processing timeframe, regardless of the shipping option selected. Although we do our best to ship out all orders the same day they are placed, and we manage it over 99% of the time, we can never guarantee same day shipping on any order. Processing time is not included in your shipping option, so an order shipped using next day air will arrive in one business day from the day it is shipped.
To help ensure an urgent order is delivered to you as quickly as possible, Newegg.com offers a Rush Processing option for orders placed before 12PM PST. This option costs a small additional fee, and Newegg will put forth its best efforts to ensure your package leaves our warehouse that day. However we can never guarantee same day shipping on any order. If we fail to ship your order on the same day it was placed, the rush processing fee will be refunded. If, however, you are close enough to our California, Tennessee or New Jersey warehouses, you can get Local Express Delivery for certain items. Check your item's shipping options during check out for details."
We're very sorry for your frustration. Our shipping process is posted clearly on our FAQ and meets or exceeds the performance of our competitors and that of nationally known brands.
Regards,
Viking360.com Staff"
