by RCModelReviews » Tue Feb 28, 2012 9:15 pm
DX has become a victim of its own success and is highly vulnerable to the suppliers that feed it with products.
Right now they're *way* behind in their order processing on many items -- and this creates a vicious customer-service spiral that it's difficult to break out of.
Customer places an order
DX orders product from the supplier
Supplier is out of stock so DX (and you) wait...
Wait...
Customer gets concerned and raises a CS ticket.
DX CS gets overloaded with CS tickets so the ticket-processing time becomes inordinately long
Customer gets angry and eventually cancels order
DX now has to cope with new orders, customer support tickets and refund requests.
Too much work, not enough people to do it...
As a result, *everything* slows down even more.
And of course lots of folk don't realize that the Chinese New Year has effectively created a massive backlog as well.
It's a bit like driving along the freeway and finding the road gridlocked -- simply because an hour ago, someone slowed down a little for some reason -- causing those behind to slow down a little more and those behind them to slow down even more.. etc etc. The end result is that everything stops.
My last order with DX was placed on 1 Feb and is still awaiting 1 item. Normally they'd have already split the order and sent the other 3 items but so far they're just waiting. I raised a CS ticket requesting a split but I'm not holding my breath. I believe they're about 3 weeks behind on their CS tickets right now so by the time they get around to mine the out of stock part will have (hopefully) arrived and the order will have shipped anyway.
This massive slowing of the Chinese online retail houses seems to be endemic right now -- they're all suffering.
RCModelReviews.com, just the facts.