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UDC service problems
Dear unicycle community,
We are going to share with you a bit of our recent experiences with UDC in order to solicit other comments and to hopefully come to some sort of resolution. We tried to place an order online at UDC Friday January 30th, but could not because rail adaptors were not back on their website. (We actually tried to order the rail adaptors about a month before but Amy had to refund our credit card after they had already charged for them because UDC did not actually have them.) That same day in a call to UDC we were told the rail adaptors were indeed now in stock and to order by phone because the UDC server was acting oddly. We also informed Amy that we have been getting bounce backs from UDC the last 2 orders. She has not cared to address this in any manner. We called on Saturday and left a message for UDC to call us Monday but heard back from no one. On Monday we called UDC to order and were told we had to order by computer. Late Monday evening we ordered online and had to make big notes (because they often mess up) to add the rail adaptors as they STILL were not up on the site. We had to order using a Windows 98 machine because our main computer is down (we told UDC of this, and that email was not easy for us to read right now). We ordered ground shipping and saw a shipping value of approximately $30. The next day in our afternoon we were able to login into a web based email server and saw a UPS Quantum view notification that said 2 DAY AIR. Our first thought was that UDC had shipped 2 day because not unlike in the past, they felt bad about having delayed our shipment several days. We called immediately to say it was not what we ordered and never received a call back. We sent an email and never received an email back. We tried to fax the fax number advertised on UDCs site and found out the next day that it is only valid during UDC business hours. We received a second set of emails because a human at UDC had to enter our rail adaptors and use second day air. Amy was not in on Monday yet she is astoundingly confident in her company's lack of responsibility for this issue. She would rather stick one of her largest customers with a $200 shipping bill (a difference of approximately $170). We never have supplier orders ship by air. However in our experience UDC has been VERY CASUAL TO SHIP AIR for cheap parts they have forgotten in our orders even when we have insisted air is not neccessary. In our 15 years of business we have not dealt with any other company that makes as many errors as UDC. It has actually become somewhat of a joke here locally. Amy has told us that they have made so many errors that they resort to writing the person responsible's name in chalk on the wall at UDC. Early on in our dealings with UDC we were part of a group of people who received emails asking for our credit card number that was a result of some sort of hack on UDC's end. Sadly due to the frustration and for our peace of mind we for some time now deal with alternate and sometimes more direct sources for unicycle/bike parts. We have tried to order a model of Kris Holm unicycle only to be told that not many fit in the container because they were kicked out by Nimbus (UDC house brand) products. The remaining KH unicycles were being kept by UDC to be sold themselves. We have had people so frustrated by UDC that they have gone to Canada and UK to order items. We used to like dealing with Amy, but our opinion of her has slowly degraded into one of overconfidence, arrogance and hypocrisy. She did not care to hear about the situation and would not allow us to speak. UDC has been soliciting feedback about their service. And we were astounded by her statement of "bring it on." We have been selling unicycles in our retail store and online for 15 years now (long before UDC ever existed). This is a bit of an appeal to people like Kris Holm, Florian Schlumpf and others to end their monopoly distribution through UDC, or to our mutual friends to talk some sense into Amy. In our opinion a goal of 10 "million dollar companies" is also not a very "christian" value. Especially when the one you currently have is causing others harm. Sincerely, Ben Schoenberg Serious Juggling http://www.seriousjuggling.com 503-233-2577 |
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