Awesome Tips I Paid Strangers to Secret Shop My Own Store
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I’ve secret shopped plenty of other stores, but what about our own?
Come find out what happens when five people shopped at LTTstore.com and put our customer support through the wringer!
Discuss on the forum:
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CHAPTERS
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0:00 Intro
1:04 Premise
2:12 Nene
7:41 Alyssa
10:39 Michael
13:16 Skosche
15:23 The Leader
24:18 Conclusion
26:57 Outro
Deals for Days. Big home savings are happening now.
The LTT logo on my swacket started peeling up just after I Got it and creator warehouse sent me another swacket, no questions asked. definitely great
I dont want to judge this person, but if you get a defective shirt (a.k.a loosen stitches), you may just go to your nearest taylor to fix it.
But if the fabric or the decor is damaged, go get a new one.
my take-away is to order the PTM only in the winter
Maybe I'm just used to getting crappy service but I feel many of the scores given on these issues were a bit harsh. Response times aside (which really weren't that bad), I think the LTT team did everything right here.
As someone who's worked in and managed a few different support teams over the years, I can confirm that there will always be customers who are unhappy just because there is a problem at all. They are not interested in who's fault it is or any explanation on why their preferred solution can't be done, they just want to make it known that they are unhappy. The point being, you will always have customers who give you bad ratings regardless of what you did to assist them. It's always best to look at the ratings as a whole and not judge your team's performance or how comprehensive your processes are by looking at just the outliers.
Anyone that needs to contact a customer service department should be required to watch something like this: There's often very good reasons for things, often outside the company's control.
On the "things to do better" side, notice how much comes down to communicating info to the customer: (And yes it's tricky, because people don't read/process warnings and notes)
If it's stock that's being cleared out, a "Likely won't be able to replace" warning.
If it's shipping to another country, just a little blurb or pop-up saying "Hey, if you get double-taxed, you may be able to get a refund, check out our page _______".
If it's TPM material, a little blurb/pop-up warning about that. Maybe start wrapping those in plastic, possibly with an option to ship it wrapped in a more thermally insulated envelope, etc.
If you do implement a bot, for the love of anything/everything, make it optional. If it can quickly answer xx% of people's questions, great, but if I've already tried options x and y, and read all the support pages, don't make people go through the dance. I beg you.
Bonus points if you make it respond to "Shibboleet".
The EU Shipping Situation is why only ordered once and then never again. In Germany the German DHL actually wanted a lot of Money as taxes and services fees for handling the taxes right at my doorstep.
I once ordered a pair of shoes online and had to pay almost 400$ in border duties:’(
The sun is a star, so that segue was factually accurate
Having worked in logistics for near 17 years and having had my share of shipping (b2b) and shipping problems with customs (hand over info prior to shipping, which one should do), I find Nick to be VERY insightful and knowledgeable. Purely based on the video alone, I can tell the is worth gold.
I do wonder how they do when shipping to certain countries in the south of America and some countries in Asia. Those can be literal customs-nightmares.
You should re do the dell one, UBIF just started a warranty partnership with us, idk about ubif Canada tho lol
Very true half the stuff people order off Amazon shows up through UPS or FedEx (when they are busy)
Also you guys are very kind, if it were me I'd tell them to be politically active and get rid of the VAT.
Really nice…
Much appreciated , wish more and more companies did do these to make it more transparent and better for everyone
Giving in to a disgruntled customer who is, in fact, in the wrong, doesn't help at all. That is how you get baby adults.
25:54 fin.
Maybe shipping the PTM with a separate small bag lined with aluminium foil and small ice pack or maybe dry ice or other small cold thermal solution
I've been charged shipping fees twice before from the company that sold the item and the company who was delivering the item to me and it wasn't a cheap delivery fee either it was about $60 dollars from the item company and just over $100 for the shipping company and the item wasn't even that heavy it was a stuffed animal, I think something was shady with the delivery company but it was a long time ago and I didn't think of it at the time just didn't appreciate spending almost $400 dollars Canadian on a stuffy
ah yes good 'ol PHASE "TANGE"
A) having an auto-responder that promises 24-48 hour response and then NOT having 24-48 hour response is downright egregious and inexcusable. Do NOT guarantee things you cannot provide. Even a 1-2 business day promise still would not have been met in a couple of these examples
B) If I'm being offered a refund or replacement, I do NOT want to know that "usually we wouldn't do this" or "I'll grant you a one-time exception". Saying things like this just make it sound like you don't believe me and/or don't want to give the refund, but you're doing it anyway just to get me to shut up. Honestly this kind of response would make me feel worse, not better
C) As for the auto-response to the issues with the PTM – that actually super annoys me too. I fully understand the nature of the PTM pads, and the website does do a good job of describing the issue with phase-changing during shipping. I can't say exactly why it annoys me, maybe it's just the wording of it. In the end, a product that arrives in a different condition than what was purchased, whether it's the nature of the material or not, feels like you received something different than what you ordered. If this is the case then LTT should really look into different ways to package and ship the PTM pads specifically to better protect them from potential phase changes
This person is running a Threadripper system and is concerned about a bit of PTM leakage? Worst case, they can obviously afford to purchase more.
I need a tier 1 to yell at for a refund though.
19:39 fuckin whoops been washing and drying my mouse pads for years, always wondered why they eventually become wonky
I don't understand why an internet shop in Canada thinks they have to be responsible for delivery and customs peculiarities in the EU or UK.
Let's deliver something to North Korea, while you are at it.
heres an idea, how bout overseas shipping and service. i'm willing to be part of the experiment.
Wait till Monday to complain my wife in law is actually Canadian eh? y
12 Mins late OG won’t fix the problems
Linus: "…all sunshine and rainbows"….then scoffs: "this is a star". Ummm, who's gonna tell him?
11:41 DONT CUT HIM OFF!11:52 again?!?!?!
17:48 that’s a very valid thing to say tho cuz im neurodivergent and a child of not the very best and understanding environment for that so tone over text can be tricky sometimes, as well as i can imagine a lot of my fellow neurotype is probably a lot of Linus’s fan base and customer base so that’s honestly very realistic
… is the discord like member only?
Love the reduced plastic packaging initiative…but how about not putting plastic IN the clothing either? Polyester is junk.
Damnit, I wanted to buy things on your store for ages now and I can't afford shit. 🙁 I really wish I could be a secret shopper…
what I learned from this video is that if you're in Europe. Don't buy from these guys.. too much hassle..
just fyi, bot support is ALL based on your backend stuff. if theres too much about the same thing ppl aint gonna use it. been an issue at the last 2 companies i worked at. bots are kinda shitty unless its just to return something, even then gotta make sure its the right one. looking at you amazon with your different ups and staples return things
The tax issue is NOT what you think . I run a small business in the UK which ships globally. We have our cart set to charge VAT (in effect sales tax) on specified locales (now only the UK, formerly the UK and EU). I would imagine that your system, which will be way more advanced than mine, should be able to do much the same thing. Your client should then, depending on local tax laws, only be charged for the items entering the destination country. I would also strongly advise contacting your version of HMRC (revenue and customs) as they can probably fully inform you of issues your clients will suffer from (and with Brexit, I can assure you that shipping UK-EU is now a total pain for example). It may also be worth (and not having looked, you may have this already) having a disclaimer and a reference chart for taxes inbound to key overseas destinations.
Please no bots.
Is the sun not a star Linus?
I wonder, if you vacuum seal the PTM7950, that should at least stop it from leaking. No?
Kinda weird to put an employee on review in public without notice
Took it like a champ.
I had the same problem with the PTM and I thought it was a user error, I thought I didn't chill it enough but now that I looked at old packaging I can see most of the edge also have squeeze out. I actually had alot of difficulty putting on my CPU and almost gave up using it on sadly with a tear. I assume it would be fine and my system hasn't over heated or anything so I guess it's fine but it do feel better that it might not have been my fault lol 😅
Just a thought on Tax issues, why not just have on the "Thanks for your order" email I assume is sent it, include a line near the top – We see you have ordered from a country that occasionally charge extra Tax. We are looking at ways to improve this, but please check your invoice and contact us via – <Specific form for tax issues> – if you have any issues – a link to an FAQ about why the TAX can be an issue such as local regulations is probably kind too.
“This is a star”
So is the sun m8.