-----Original Message-----
From: Ernie Millares
Sent: Friday, April 20, 2001 11:05 AM
To: New Wave Magic
Cc: info@newwave.org; order@newwave.org; borg@newwave.org
Subject: RE: My order status
I feel the way your company has mistreated me as a customer has been a great disservice.
I made this order on April 2, 2001. I sent an email to order@newwave.org to find out how long this order would take to be shipped to my home:
> -----Original Message-----
> From: Ernie Millares
> Sent: Monday, April 02, 2001 1:32 PM
> To: order@newwave.org
> Subject: My order
>
>
> I just ordered a couple of boxes of 7th edition...
>
> I was just wondering if you guys already have it in stock and whn I should expect > to get my order.
>
> Thanks,
> Ernest Millares
> ernie@yupi.com
> 1730 w 62 ST
> Hialeah, FL 33012-6104
My reason for doing so: I wanted some 7th edition as soon as possible. I wanted to get some trade material for completing my regionals magic deck. (Regionals was nearly 3 weeks away so I had figured I had plenty of time.) I was then assured my order was processed and would be shipped out "shortly":
> -----Original Message-----
> From: New Wave Entertainment
> Sent: Tuesday, April 03, 2001 9:43 AM
> To: ernie@yupi.com
> Subject:
>
>
>
> Thank you for ordering with New Wave. Your order has been processed. Your
> products should be shipped out shortly.
>
> We look forward to serving you again in the future,
>
> New Wave Staff
> NWMO
I was impressed by the rapid response to my email and I was encouraged by the message. Then the order appeared on my online credit card statement which again assured me that it had been processed. But, no product came. After a couple weeks past (one week until regionals), I got worried and began to call your company at both phone numbers listed on your web-site. After numberous attempts on Monday, April 16, 2001 and Tuesday, April 17, 2001 and leaving several messages on your answering machine, I finally got in contact with someone around 12:30PM on April 17, 2001. This person said that they could not help me because the person in charge of Magic orders was at lunch. They told me I should email magic@newwave.org and ask for information regarding my order and that he would answer promptly. So I did:
> -----Original Message-----
> From: Ernie Millares
> Sent: Tuesday, April 17, 2001 3:15 PM
> To: magic@newwave.org
> Subject: My order status
>
>
> I ordered two boxes of 7th two weeks ago and I still haven't gotten them.
>
> What happened?
>
> It is already on my credit card bill and I still don't have it.
>
> If you have the tracking information, please send it to me.
>
> My information:
> Ernest Millares
> 1730 West 62nd ST
> Hialeah, FL 33012
>
> ernie@yupi.com
> mopkin@aol.com
However, on the following day I received no response. This threw me back since my first email had such a fast response and I was assured that the magic@newwave.org email was checked constantly. I was getting pretty angry at this point so I decided to resend the email just in case it had not gotten there, and for more assurance I CC'ed order@newwave.org and info@newwave.org:
> -----Original Message-----
> From: Ernie Millares
> Sent: Wednesday, April 18, 2001 11:52 AM
> To: magic@newwave.org
> Cc: info@newwave.org; order@newwave.org
> Subject: FW: My order status
>
> Maybe one day, I will find out about this order.
> You have my money...where are my cards?!?!?!?!?
>
> Ernest Millares
> ernie@yupi.com
> > -----Original Message-----
> From: Ernie Millares
> Sent: Wednesday, April 18, 2001 11:52 AM
> To: magic@newwave.org
> Cc: info@newwave.org; order@newwave.org
> Subject: FW: My order status
>
>
>
> Maybe one day, I will find out about this order.
> You have my money...where are my cards?!?!?!?!?
>
> Ernest Millares
> ernie@yupi.com
>
>
> -----Original Message-----
> From: Ernie Millares
> Sent: Tuesday, April 17, 2001 3:15 PM
> To: magic@newwave.org
> Subject: My order status
>
>
>
> I ordered two boxes of 7th two weeks ago and I still haven't gotten them.
>
> What happened?
>
> It is already on my credit card bill and I still don't have it.
>
> If you have the tracking information, please send it to me.
>
> My information:
> Ernest Millares
> 1730 West 62nd ST
> Hialeah, FL 33012
>
> ernie@yupi.com
> mopkin@aol.com
I also decided to keep calling your company. I left more messages. I finally succeeded on getting someone on the phone at 6:30PM on Wednesday, April 18, 2001 (I believe it was David). He told me that he couldn't help me since he only had access to the minitures information but he reassured me that magic@newwave.org is checked often and I should hear a response soon.
But unfortunately, nothing happened. I got no response the next day. So I became really upset. Your company had to have known by now that I wanted information on my order. I decided to remain calm and resent the email again:
> -----Original Message-----
> From: Ernie Millares
> Sent: Thursday, April 19, 2001 2:39 PM
> To: magic@newwave.org
> Cc: info@newwave.org; order@newwave.org
> Subject: RE: My order status
>
>
> I ordered two boxes of 7th nearly three weeks ago and I still haven't gotten them.
>
> What happened?
>
> It is already on my credit card bill and I still don't have it.
>
> If you have the tracking information, please send it to me.
>
> My information:
> Ernest Millares
> 1730 West 62nd ST
> Hialeah, FL 33012
>
> ernie@yupi.com
> mopkin@aol.com
>
> -----Original Message-----
> From: Ernie Millares
> Sent: Wednesday, April 18, 2001 11:52 AM
> To: magic@newwave.org
> Cc: info@newwave.org; order@newwave.org
> Subject: FW: My order status
>
>
>
> Maybe one day, I will find out about this order.
> You have my money...where are my cards?!?!?!?!?
>
> Ernest Millares
> ernie@yupi.com
>
>
> -----Original Message-----
> From: Ernie Millares
> Sent: Tuesday, April 17, 2001 3:15 PM
> To: magic@newwave.org
> Subject: My order status
>
>
>
> I ordered two boxes of 7th two weeks ago and I still haven't gotten them.
>
> What happened?
>
> It is already on my credit card bill and I still don't have it.
>
> If you have the tracking information, please send it to me.
>
> My information:
> Ernest Millares
> 1730 West 62nd ST
> Hialeah, FL 33012
>
> ernie@yupi.com
> mopkin@aol.com
When the end of your working hours was approaching and I was yet to receive a response I decided to call your company again. This time I got to speak with Stacy. She asked me if I was the person who had sent an email. After I replied yes, she told me that you had 7th edition on back order so my order did not get shipped until a couple days before but that I should receive the order the next day. This was outrageous. This completely contradicted the first response I had received. But I remained calm because this still ment I should receive the order on Friday, April 20, 2001, the day before regionals. She also told me she would email me the shipping information as soon as possible. This morning I received the shipping information:
> -----Original Message-----
> From: New Wave Magic
> Sent: Thursday, April 19, 2001 7:53 PM
> To: ernie@yupi.com
> Subject:
>
>
> Your order is on its way. The package may be tracked at www.ups.com. Your
> tracking number is
> 1ZEW70720342143164
>
>
> If you have any further questions, please feel free to contact us.
>
> We look forward to serving you again in the near future.
>
> Sincerely
>
> New Wave Staff
> New Wave Entertainment
I thought "Thank God." Unfortunately, when I checked the tracking status I discovered something disheartening:
> PACKAGE PROGRESS
> Date Time Location Activity
> Apr 19, 2001 10:31 P.M. HIALEAH, FL, US IN TRANSIT TO
> 10:30 P.M. ROSWELL, GA, US DEPARTURE SCAN
> 6:33 P.M. ROSWELL, GA, US ORIGIN SCAN
This meant my order had been shipped after my final phone call with Stacy. She had told me it had already been shipped. This was the last straw. I cannot believe that you would treat a customer this way. I have been buying product from your company for years. I knew David Doust back when he actually played Magic. I was completely blown away by this.
I would like you to know that as of this point I will not be customer of your company any longer. And unless you can give me a good reason why I was mistreated like this, instead of trading with people at regionals with the cards I should have had 2 weeks ago, I will tell them to never order anything from New Wave Mail Order. New Wave does not care about their customers.
While you "look forward to serving me again in the near future," please do not hold your breath.
Your Former Long-Time Friend and Customer,
Ernest Millares
ernie@yupi.com
mopkin@aol.com
|
