For those who have read my previous post on the customer service experience from PPCP Online, here is an update and closure on the matter.
About a week after I raised my opinion on the experience, one of the owners, Nat, of the online store called me again. He repeatedly apologized on behalf of the store for the inconvenience caused to me, and positively arranged for the replacement unit of the Stetige tripod to be personally delivered to me.
He also explained that there was a lack of units during the Chinese festive season earlier and was not able to respond to my needs in time. I told him that the least they could have done was to tell me the truth in a timely manner, so that I wouldn’t have flared up.
True to Nat’s word, the replacement unit was delivered on time. To my surprise, a small gift was included in the unit. The unit itself turned out to be in good condition and performed better than the first one.
In conclusion, I still believe in good customer service, whether online or in the Real World. Whether the customer is right does not matter, but communication and positive-thinking are more important. I do appreciate PPCP Online’s effort and will consider to continue shopping there.