Wow DST customer service is HORRIBLE

Discussion in 'The Toyark' started by DavAnthony, Oct 16, 2010.

  1. DavAnthony

    DavAnthony Well-Known Member

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    Wow what a disappointment. I posted over at trektoy.com's "Broken D's" thread that I had a problem with my ship. I was surprised to see I was not the first, with people commenting on their ship suddenly not working. For some changing batteries helped for others it didn't. I waited a long time before I got mine and purchased one 2 months ago. Sadly 2 months later the ship stops working. Lower section goes on but no sounds, lights stay on, etc.

    I contact DST 4 TIMES before I finally get someone to respond. That person being Chris Myers. I tell him my story with the ship. He responds back "usually we'd replace the ship but we are out of stock and can't replace the ship, sorry."

    I respond back that isn't an acceptable answer. For a ship that costs nearly $50 I would like a better answer than...sorry.

    He gets back to me and states "give me some options and I'll see what I can do".

    I tell him I've found 2 auctions online one where the ship is $20 and and another where it is the retail cost. I would like DST to either get the ship from there or reimburse me for my purchasing. I would even take care of the shipping.

    At that point I don't hear from Chris for nearly a week. I send him a follow up email and nothing. At this point the cheaper auction ends for $20, me not bidding since I expected an appropriately timed response from Chris.

    I send him an another email that Monday after the weekend as a reminder. He responds back that sorry "we were at NYCC and just got back, we could give you a $20 gift card to our online store" but it isn't their policy to replace the ship by the method I mentioned.

    I explain to him I don't quite understand how a $20 gift card to their store replaces a $50 ship that I bought in good faith would work longer than 2 months. He once again responds that the $20 gift card is the only option (what happened to me giving him some options that he was "open" to earlier). He goes on to further state that the ship was working when I got it. You can't even by a 2 pack for $20 anymore and in the end I would have to spend money-they gain my loss- to even get anything I would be interested in. How is this a fair option?

    A follow up email was sent by me stating that I've been a supporter of DST since they acquired the license, my posts here alone demonstrate that. I would also expect DST to stand behind their product and expect it to work for longer than 2 months after I got it. The fact that this is happening to other customers as well demonstrates that this is a larger problem and DST should be stepping up to the plate and making good on it.

    The troubling thing is the brush off by Chris and therefore DST, the lack of an appropriate response in regards to the $20 gift card to their store, and the inflexibility to "think outside the box" and see that getting a replacement online to satisfy a customer is an appropriate approach. I think this lack of thinking outside the box is what causes the sales to be where they are, the fact that many of us have not gotten the figures we've wanted, and seen constant cancellations and disappointments from DST.

    I was annoyed that a ship I saved up for for over a year stopped working but what is even more insulting is the total disrespect from Chris and therefore DST on this matter. In tough economic times like these companies like DST, that are feeling the crunch, should be looking at building stronger ties with their customers not ignoring them, dismissing them, or giving them insulting "gift card options" where I would have to spend even more money to even buy something I may be interested in.

    Apologies for the rant but this has been an annoying situation that started over a month and a half as I tried to get a response from this company and I think people should be aware of the attitude that seems to be surfacing at DST. I asked for Chris's supervisor but he of course did not respond, if anyone knows who else to contact or perhaps Chuck's email I would greatly appreciate it.

    Thanks
    Dave
     
  2. karamazov80

    karamazov80 Million Dollar Champion

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    Due to staffing issues alone (the economy has apparently hit them), I know that DST's customer service has really gone downhill in terms of Minimates. They used to be responsive and helpful, now they usually just ignore e-mails. This is compounded by the fact that their products have more QC issues than ever, probably due to cost-cutting at the factory level, which leads to a greater need for customer support.

    Oh, well. As for contacting Chuck, you may try this: Art Asylum
     
  3. shibamura_prime

    shibamura_prime Jumpin' Jellyfish! Super Mod

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    I've got the Enterprise D and "All Good Things" 1701-D and both have the light/sound problem, even when replacing the batteries. I was going to contact DST about them but it looks like I probably won't now. :/

    I can also attest to the bad QC, at least when it comes to the two ships I have. Both of them have multiple points where the hull pieces don't line up correctly and the panels on the saucer section that cover up the screw holes keep popping off due to the itty bitty drop of hot glue they used to secure it.

    I've had my eye on the Diamond Enterprise E, and will probably still get it because I can't afford the crazy Bandai one. But I'll be buying it to have a nice 1701-E model and not because of the fancy pants electronics.
     
  4. MegaHavok

    MegaHavok Well-Known Member

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    I'm confused. DST is the retailer correct? They didn't actually produce the toy. Art Asylum does. Even if it is an exclusive they didn't make them any more then Toysrus makes MP grimlock. Their return policy states that returns have to be made in 7 days. Your toy broke 2 months later. Despite being out of the return window they stated they would replace the toy if they could but they don't have any in stock. You demanded they buy you a new one. They stated they don't do that but offered to give you a $20 gift certificate for your inconvenience. How is that bad service???

    Don't get me wrong in sounds like there is an obvious QC issue and I would be upset too but I just don't think the issue is customer service just a crap product from Art Asylum.
     
  5. shibamura_prime

    shibamura_prime Jumpin' Jellyfish! Super Mod

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    Art Asylum doesn't exist as a stand-alone company anymore and DST contracts them to do their Star Trek stuff, like Mattel does with the Four Horsemen with their MOTU figures. On the Star Trek packaging it tells you to contact Diamond with any customer concerns.
     
  6. MegaHavok

    MegaHavok Well-Known Member

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    well that makes more sense but what warranty if any is explained on the package?
     
  7. karamazov80

    karamazov80 Million Dollar Champion

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    Yeah, DST owns Art Asylum now.
     

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