Leapfrog & The User Community,
Am I the only one who has experienced and / or is experiencing an issue here?
I would hope that someone would tell that this is all just a mix up and the answers to all my concerns can be easily found; if so pls advise?
The whole ordering system with respect to status, tracking and feedback is, from many decades of experience with companies globally, lacking and very poor - leading to (this) customer dissatisfaction.
For example, my printer was ordered Oct 2014 and delivered and the end of Jan 2015 (nearly 3 months) - however the My Dashboard, Recent Orders STILL shows the printer status as PENDING, seriously what is that about?
Actually every item is pending, ref attached screenshot??
A recent order placed for additional filament was never received and I (the customer) was never contacted to inform me that the item was out-of-stock on 3 out of the 4 items selected.
1. Provide a clearer, faster feedback mechanism
--Rectify / update the 'Recent Orders' to allow feedback on orders.
-- Revise company policy/practise to inform customers when an item is out-of-stock and offer options / solutions.
2. Fix the clearly out-of-date PENDING statuses on orders in a timely manner.
3. Provide tracking details to customers so they can following the item directly.
When the customer perceives they are not treated as a customer and has to track down his own orders, chase people because of a system that does not work or is not being used correctly - diminishes and leads to customers dissatisfaction.
Customer focus (in my industry as a Self Employed Consultant Engineer) has a critical priority for good reason if you lose your customers support is adversely affects you business, surely this is a cause for concern!!
I for one would like to hear of others experiences that are like mine and what has been done to correct the issues, how quickly was it achieved?
I can only hope that my concerns are taking seriously and acted upon.
Here is my story.
I had my order lodged aprox a month ago, paid in next day and submit ticket asking if they can confirm if the money received etc. On the 10th of Feb I got email stating that they got the payment and estimating delivery was in 2 weeks. Then in 2 weeks I got another email, saying - Unfortunately, we experienced issues with one of our hardware suppliers. Due to an unreported and unannounced change they made, our software is currently not compatible with this hardware.
So far, there is no news from them on my order. Also, then log into web portal on LPFRG, the order status is Pending, and I think you there right saying that is different to usual online buy and sell services.
Or people here constantly busy with getting the business going, or there was a wrong turn taken on the marketing field.
Im a car mechanic, and buying the 3d printer is just a way to bring more services to the clients, however, the delay does not affect my everyday job, just feel uncomfortable but its normal then you expect something that is supposed to brake the everyday routine. The main thing for me - is that the product this company is supplying comes to me in fully acceptable working order.
And now, since I cant help anyhow, Im going waiting for the time Z
Thanks for sharing your experience
I am wondering (and I am sure others reading this forum are to) if Leapfrog will respond and give their customers a informative reply?
Placing orders on Lpfrg.com implies consent to abide by the terms and conditions below as well as the terms in our Return Policy.
Pricing on Lpfrg.com is subject to change without notice. Leapfrog BV reserves the right to correct pricing on items listed incorrectly and to notify the customer prior to shipping of the item of an additional balance due or offer to cancel the order.
Price Change Policy
If an item on Lpfrg.com is purchased and the price is lowered within 10 days, Leapfrog BV will reimburse the difference in cost to the customer as store credit that will apply to future orders. The customer must request this reimbursement within 7 days of the price change on Lpfrg.com. There will be no cash refunds as part of the price assurance policy.
Estimated Delivery Time
Leapfrog BV guarantees orders received by 10:00am CET will be processed the same day and delivered within 5 business days of the order unless otherwise specified. Business days will be counted starting on the next business day after the order is received. Business days do not include weekends or holidays.
Orders shipped from Leapfrog BV warehouses are typically shipped via ground service, but some packages with unique weights and measures will require LTL freight type shipping which can result in additional shipping charges, that are not remarked on your original invoice.
Orders placed on Lpfrg.com are considered complete and verified by the customer. There is no guarantee that once an order has been placed that Leapfrog BV will be able to cancel or modify it. If an order needs to be canceled or changed, contact Leapfrog Customer Support immediately by submitting a ticket at support.lpfrg.com. Orders that are already listed as “In Shipping” are not able to be changed or canceled and will be subject to our standard Return Policy.
In the event of a backordered item Leapfrog BV will attempt to contact the customer to discuss the issue and options available. Other items on the order will be shipped without delay. If Leapfrog BV is unable to contact the customer about the backordered item, it will be cancelled and the cost of the item refunded to the original payment method. Notification of the cancellation will be sent to the email address listed on the order, provided a valid email address has been given.