My phone was stolen. I was pretty low on cash and dont have a PAYPAL account (which is required for most ebay transactions) so I tried to order from LOSTMYPHONE,COM.
My first order was refunded after about a week because my credit card address was different from the place I wanted my phone shipped. (it would have nice if they didn't leave spaces for both Shipping Address AND Billing Address in their order form if you are not allowed to choose where to have your phone shipped. What if I was on vacation?
So to hurry the process along I ordered the same phone (boasted as new on their website) with 2 day shipping on a Mon.Feb 5, 2007. (Please not they make a huge point on their website to ship same day, and my order was around noon so they should have been able to fill it. No phone all week and then Monday I get an email saying my order was shipped MON FEB.12 2007. That was pretty irritating. So I went to their website and tried the online chat with a LostMyPhone Rep. (I saved the transcript as well and its pretty funny.)
I spoke (online chatted) with Jenny. I was going to post portions but I cant seem to leave anthing out. Its a wonderful example of the quality servce they claim to have.
Rob Hock: Why haveI not received my phone?
You are now speaking with Jenny of Support.
Jenny: Hello, do you have an order number so that I may further assist you?
Rob Hock: sure
Rob Hock: ###################
Rob Hock: is the reference numberf
Jenny: It is a 5 digit number followed by LMP
Rob Hock: #####
Jenny: alright one moment
Rob Hock: thnk you
Jenny: This order is scheduled for delivery on Monday
Rob Hock: yes i know
Jenny: Oh I see then how can I help you today?
Your party has left this session.
Rob Hock: i am asking why it is scheduled for delivery on monday when i ordered it last monday evening with 2-day shipping?
Jenny: Lets see
Rob Hock: it wasn't even shipped until wednesday
Jenny: Alright placed this order after we closed I see on Monday night
Jenny: so we recieved it Tuesday
Rob Hock: yes
Rob Hock: and orders received before 3pm should beshipped that day according to your website
Jenny: You were approved for shipment on Wednesday
Jenny: and tracking was issued but this was after FedEx cuttoff time
Jenny: so it went out the next day Thursday
Rob Hock: yes, i know all this
Rob Hock: i am asking why the service has been so poor
Jenny: Well sir we do not show you chose "rush" at checkout
Rob Hock: and why i should have paid $18 for shipping that is taking 6-7 days
Jenny: so this went pretty smoothly and quickly for a standard order
Rob Hock: i disagree
Jenny: Considering we recieve very many order it went very quickly
Rob Hock: for the record i tried calling to do this on the phone
Jenny: If you had chose "rush" processing it would of went out soon
Jenny: this is why we offer the option
Rob Hock: ok, well your FAQ is incorrect then
Jenny: We do our best to handle all orders as quickly as possible
Jenny: but as you know this is the holiday seasons
Jenny: and we have more orders than usual
Rob Hock: holiday?
Jenny: Is there any other way I may assist you today?
Rob Hock: what holiday?
Jenny: Valentines day sir
Jenny: It is On Wednesday
Rob Hock: riiiiiiight
Rob Hock: that is poor
Rob Hock: can i havesomeone call me?
Jenny: Alright sir i understand you wish it went faster but we went as quickly as possible
Jenny: and as you did not choose the "rush" option
Jenny: You can call us sir
Rob Hock: i did and nobody answered
Jenny: You can leave a message
Rob Hock: i did
Jenny: and someone will contct you back within 48 business hours
Rob Hock: terrific
Jenny: Or you can send an email or a quicker respsonse
Jenny: but it will be the same response I assure you
Rob Hock: ok, well the situation is morecomplicated than i want to gointo here
Rob Hock: but rest assured the overall service i have received in the last 8 days has been terrible
Jenny: Sir we have not had your order for 8 days
Rob Hock: since this is the second time the orderwas placed
Jenny: We have only had it since Tuesday
Rob Hock: correct
Rob Hock: but it was ordered a week ago with a different card
Jenny: And we shipped it within 2 days
Jenny: This is much faster than most other companies
Rob Hock: haha
Jenny: Im sorry FedEx doesnt deliver on weekends
Rob Hock: i'm not concerned with fedex
Rob Hock: i'm concerned with the poor service
Jenny: I understand you are upset that it took 2 days for your item to ship?
Jenny: Is this correct?
Rob Hock: yes
Jenny: Ok well sir I will notate your account
Jenny: but this is well within our timelines
Jenny: It would of went out sooner had you select rush
Rob Hock: 2 day shipping implies it will be delivered in 2 days
Rob Hock: from tuesday
Jenny: No sir 2 day shipping implies FedEx will deliver in 2 days
Rob Hock: the day it should have been processed
Jenny: It only implies what FedEx will do
Rob Hock: well, if you look at your faq
Rob Hock: Does LostMyPhone.com ship all orders out on the same day?
Jenny: Yes, everything that you see on our web site is physically in stock and all orders placed before 3:00pm eastern time gets shipped out on the same day. All orders after 3:00pm have the option of having there order rushed out same day only till 4:30pm for an additional $5.00
Jenny: Please sir
Jenny: read the Terms of Service
Rob Hock: no problem
Rob Hock: i'm not threatening you
Jenny: I do not think you are sir
Rob Hock: i am simply pointing out how stating incorrect information on the FAQ is poor service
Jenny: Ok sir
Jenny: I will send that along
Rob Hock: thank you
Rob Hock: send it along to yuorself
Jenny: Im sorry I do not understand please rephrase
Rob Hock: i think you are the service dept
Jenny: Im sorry sir I do not understand your question
Rob Hock: well it clearly wasn'taquestion
Jenny: Alright then how can I help you?
Rob Hock: please have someone call me in the next 48 business hours
Jenny: If you left a message today someone should call you back
Rob Hock: great
Jenny: Either Tuesday or Wednesday I would surmise
Jenny: Depending on what time the message was left
Rob Hock: 5:00 today
Rob Hock: EST
Jenny: Hmm most likely Wednesday then
Rob Hock: doyou not realize how poor this service is?
Jenny: Well sir the only thing you have told me is you are uhappy your phone shipped out in 2 days
Jenny: which is excellent service
Jenny: I understand you are unhappy
Jenny: but this is a fine time frame
Rob Hock: in the world of internet retailers, this is the slowest thing i have encountered.
Jenny: I think you are feeling you placed your order Monday
Jenny: but please understand
Rob Hock: also, the 7 hour phone window is poor
Jenny: for us we did not get it till Tuesday
Rob Hock: yes, i know
Jenny: and it shipped Thursday
Rob Hock: i know
Jenny: Which is very fast
Rob Hock: no, it is NOT
Rob Hock: your website probably gets 100 orders a day
Rob Hock: i know since i have 2 order numbers several days apart
Rob Hock: i dont expect you to argue with me
Jenny: Please tell me how I may assist you sir
Rob Hock: clearly you cannot. youonly write down account information which i had already
Rob Hock: goodbye.
Jenny: Well I am able to do all that any rep can do
Rob Hock: i know. its nothing personal
Jenny: Thank you for choosing LostMyPhone.com
Appearantly if you want something shipped faster, you not only have to click on the proper shipping option and be charged accordingly AND THEN ALSO check the a box next to this phrase
"Rush Processing on this order up till 4.30PM EST ADDITONAL $5.00"
Thats the only way to get your order processed same day...give the $5 more bucks (in addition to the $13.75 PROCESSING FEE). The website never tells you any of this. It just boasts same day shipping if you order before 2 or 3pm (I forget which but is stardard of any online store) "Rush Processing" appears as an option for late afternoon buyers only. I then request someone contact me by phone and I was pomised within 48 hours I would hear from someone (of course they never call).
My phone does arrive two days after they shipped it. It did not work so I emailed them requesting someone call me (pointless) but they did email me saying they would honor their 7 day return policy. So I mailed it back and two weeks after my "UPS delivary confirmation" mailed them again...wondering what happened to my refund. I got an email saying they refunded the phone which is good. Now I'm just trying to get my extended warranty money back, but now (after along string of back and forth replys to the same address) my emails are no longer being recieved. I've gotten TWO sent beck to me so far saying
"PERM_FAILURE: SMTP Error (state 9): 550 Cannot relay. Mailbox not available "
This company is a nasty piece of work and I hope I've prevented you from even considering wasting your time with them