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Author
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Topic: CHC delivery delay
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Gian Luca Mario Loncrini
Phenomenal Film Handler
Posts: 1948
From: Verona (Italy)
Registered: Jan 2009
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posted November 25, 2009 05:55 PM
quote:
Yeah, I do agree that the period between ordering and shipping needs to be explained.
I won't write all details about the way the order was placed, payment, mailing and all the rest. No reason to do it (and Phil should have the right to reply directly).
But I can explain, Michael.
in August I sent a mail to Mr. Phil to ask about the price of the movie I'm actually waiting for. The thread in which I was asking for some information about that movie to other members HAS BEEN DELETED for that 'Dave Alligan story', but some of you should remember.
Well, I was told a copy of that movie was ALREADY available in stock. And I accepted to place the order.
But...
In the meanwhile I was also waiting for TITANIC to be delivered. I had asked if it was possible to have both of them shipped together, considering it seemed the second title was already in stock (once more, probably it was not, but after I said 'YES, I'D LIKE TO HAVE IT', Mr. Phil had at least half of a field day) but there always was a reason why the movie was not ready to be shipped.
So I had asked to ship TITANIC at least.
I wouldn't go on by telling the whole story about the deposit I was asked for and all the rest. But, of course, Mr. Phil is invited to take part to the discussion, if he has something to say. It's me asking!
I will wait for another while. And than I will go on my way. At least you all know now the reason why it took so long between placing the order for a movie that was supposed to be ready to be dispatched (and it was not) and payment (after a deposit already payed 11th MAY for TITANIC and finally used to 'confirm' the new movie ordered. When, in fact, it was time to pay Cameron's movie, for unexplainable reasons Mr. Phil wanted me to pay the TOTAL AMOUNT (how much was it? 1000 euro?) and told me 'OK, LET'S USE THE DEPOSIT YOU HAVE SENT 11th MAY FOR THE NEW FILM THAT IS NOT READY TO BE SHIPPED'. In two words: Mr. Phil had in August the total amount for TITANIC and £ 180 as a deposit for the second title in his pocket. And I'm sure he could confirm this. Anyway, if not, I have somewhere the receipt of TITANIC payment for the whole amount, deposit EXCLUDED!
THIS MEANS £ 180 FOR THE MOVIE I HAVE NOT RECEIVED YET WAS PAID IN MAY!
Once more, enough details to be a little upset, guys?
It's seems to be a soup opera... Better to stop here with details, trust me.
But, again, Mr. Phil is invited to write here, if I am wrong or I have forgotten something.
Again, it's not for the money. But for the rotten business. That was rotten since the very beginning. I only feel so stupid because I did not smell it.
At least I have now learnt the lesson. And, sorry having to say that once more, there won't be future orders to place at CHC.
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I remember when I was (super) 8 years old...
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Mark Todd
Film God
Posts: 3846
From: UK
Registered: Aug 2003
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posted November 25, 2009 06:29 PM
Hi Gian, I really do appreciate your concerns and troubles etc, and there are some elements out of CHC,s hands too.Printing and Parcel Force.
But you are a very good customer and would have been again I am sure.
Delays etc sure on the ordering more clarity and consideration etc was needed.
But on the missing parcel regarding another copy being sent or refunds etc within the 30 days Parcel Force say to wait it would have not been practical at all to act before then.
This is why logically.
If Phil had a replacement film in stock and had quickly sent it to Gian costing say £35-£40 for good trackeable cover and that copy still a little at risk even with tracking had got there OK, great but then the 1st one got there as well.!!!!
That would mean Gian now also had to pay £35-£40 extra like CHC for nothing to post it back and the 2nd film risked a 2nd time in transit as well.
£70-£80 and 2 risks for nothing, it woudln`t make practical sense before the 30 days P,Force suggest then at all.
On the returning the money front its not straight forward either as it was a money transfer.
Phil/CHC would then have to pay to transfer the money back, I think around £20-£30 from most UK Banks though it varies as the UK is a bit behind the times EU wise and they like a good wedge of cash here for anything do the banks, so its in their interest to keep it a bit that way here.
But if then the origional film turned up Gian would have to send the refunded cash back to CHC. I`m sure there`s a fee for Gian too, or if he did Visa CHC would have to pay the % charge as well as the initial refund costs.
So basically I think Phil would also think a bit of a customer service review possibly as being needed.
But the film going missing wasn`t his or CHC,s fault and for all sensible practicalities his hands were tied for the 30 days Parcel Force stipulate before they could do much for the reasons above.
But the missing parcel would have been easier to cope with had you had a better experiance etc before.
Sorry you had a difficult time whatever reasons etc.
Don`t worry Gian, I`m sure this will all sort out and please don`t let it spoil the hobby for you.
Best Wishes Mark.
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Keith Ashfield
Jedi Master Film Handler
Posts: 997
From: U.K.
Registered: Dec 2006
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posted November 25, 2009 06:36 PM
Gian, you have the patience of a saint! The whole business just leaves a terrible taste in the mouth.
I really do hope that you will get your film (and/or your money refunded)soon.Do notlose hope, my friend.
PS Mark - The question as to why CHC used Royal Mail/Parcelforce, at the time of an industrial dispute, with such a valuable commodity, still beggers belief, especially considering the time involved.I am sorry but I do not accept "printer problems" or such like - the fact is, when the film WAS available, it was shipped by a "sub standard" method. It should have been shipped via a method commensurate with its urgency. It is just shoddy service.As for the "return" of a second film that may have been sent I am sure that under the circumstances Gian would have been better off paying the return fees. At least he would have what he paid for, rather than nothing at all.
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"We'll find 'em in the end, I promise you. We'll find 'em. Just as sure as a turnin' of the earth".
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James N. Savage 3
Phenomenal Film Handler
Posts: 1375
From: Washington, DC
Registered: Jul 2003
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posted November 27, 2009 06:55 AM
Gian-
Hang in there my friend! I know what you must be going through. I think in the end, everything will turn out o.k. (my wife says I'm the optimist of the family ![[Wink]](wink.gif) ). But still, I know its very hard for you to be optimistic when there's a good amount of money at stake. Your forum family is there for you!
Mark-
Thank you for your a very well-written post (last on page 3). I couldn't have said that better. Derann and CHC are certainly working against the odds, and I think the last thing I could accuse anyone in the super 8 business of is trying to make a ton of money. Anyone doing it now MUST have a passion for it, and these two companies certainly do.
As for CHC, I have alot of their product from the past years, and I've never been dissapointed. The quality and variety has been great. I've never ordered directly from CHC. I order their product from Steve Osborne/The Reel Image, here in America. That works out well, because even when something takes long to order, Steve has regular communications with Phil, so I always know whats going on with my order.
But again, Gian, I know its hard to be optimistic when your film and money are being tied up, so I completly understand your position on this.
A great thought- maybe it will arrive just in time for Christmas (hopefully sooner though ).
James.
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Keith Ashfield
Jedi Master Film Handler
Posts: 997
From: U.K.
Registered: Dec 2006
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posted November 27, 2009 10:00 AM
I don't think that the quantity or quality of CHC's product is the issue here, or about "putting any company down" - it's all about customer service.
Gian has been waiting well over 100 days since ordering, well over 40 days since paying, well over 30 days since shipping and he may well end up having to wait another 90 days, whilst Royal Mail sort out the claim, before getting any recompense.
Where does this stop? CHC have a good customer who has spent quite a lot more than probably most members here with them this year, and that "good customer" is missing £600.00 in money, and a film that he has not received and that no one appears to know the whereabouts of!
I've said it before and I'll say it again - Gian has not only spent more with CHC than most of us - he also has more patience than most of us, considering his situation.
The poor chap must be absolutely sick of the situation and no one appears to be helping his demeanor by praising the "quality of product" and "lack of dealers within the hobby".
Let's not forget that -
Yes, without the dealers we may not have much of a hobby!
But also, without the collectors, there would be no dealers!
This is a customer service issue - and that ain't happening from what I can see!
I apologise if I have offended anyone with my comments but I write it because I know I would feel if it were me.
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"We'll find 'em in the end, I promise you. We'll find 'em. Just as sure as a turnin' of the earth".
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Keith Ashfield
Jedi Master Film Handler
Posts: 997
From: U.K.
Registered: Dec 2006
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posted November 27, 2009 04:32 PM
Thanks for your comment Paul. I have been re-reading the posts and have just realised something that I missed. It appears that the film was not sent by "Royal Mail", but "Parcelforce". Therefore the "postal strike" excuses do not apply, as Parcelforce were not in an industrial dispute - they were working normally during the "postal strike". I know this, because my company use them on a daily basis and during the strike, they performed as normal. So,if you take away the "Postal strike" excuse for the delay, it makes matters worse.
As far as I can see, the only "non-tracked service" that Parcelforce do to Italy, or Europe, is "Global Value" and that would have cost in the region of £39.00, but it would only have an insurance value of £250.00? However, even with this service, the delivery aim is 6-7 days to Italy. Insurance of £500.00 would cost £58.00, with a delivery aim of 4 days. However this service is trackable.
I am not trying to play the role of Sherlock Holmes here, but it does raise the question already asked -
"Due to the value of the order and the timescale from order placement to despatch - why use a "budget un-trackable service"?
Come on Phil, if you are reading this thread, be magnanimous and do right, by your customer - "Give Gian a refund of his monies"
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"We'll find 'em in the end, I promise you. We'll find 'em. Just as sure as a turnin' of the earth".
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Gian Luca Mario Loncrini
Phenomenal Film Handler
Posts: 1948
From: Verona (Italy)
Registered: Jan 2009
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posted November 27, 2009 05:40 PM
Thanks for all your posts and different points of view. It's really interesting to see how different approaches and reactions such a bad situation like this can stir up (I'm seriously thinking this from an anthropological point of view).
I personally think Mr. Phil himself could make an effort and give me a call to explain directly or apologize. I already spent too much (oh yes, I'm now referring to money), don't you agree? And actually having nothing back. Not even a copy of the shipping document. A phone call is the last thing I have in my mind. Sorry having to say that.
After so long waiting after placing the order and so many unclear details, do you pals think I'd really feel like to hear his voice? COME ON!
After beginning this thread (once more, intended to know if I was the only collector having problems with a delivery) I've been receiving SO MANY mails from lots of people from the Forum. And it seems I'm not the only one who had/are having troubles with Mr. Phil. This means he was not always a perfect dealer (note I wrote PERFECT, not good).
I will wait for one more week. And than, as already stated, I will go on my way.
[ November 27, 2009, 06:51 PM: Message edited by: Gian Luca Mario Loncrini ]
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I remember when I was (super) 8 years old...
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