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Eugene Spencer
Rodents of Unusual Size
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Posted - 2010.10.20 14:25:00 -
[1]
Edited by: Eugene Spencer on 20/10/2010 14:27:10
Hi All,
This may turn out to be a "Cool story bro" post, but let me have my whine! I don't usually moan about EVE stuff so please understand this is not something i regularly do; i feel though that the service i received was below par.
Last month I went to place an order on the EVE Store.
Guristas Black T-shirt (Large) - $14.99
EVE Patch: Guristas - $4.99
EVE Patch: Quafe - $4.99
SHIPPING: FedEx International Economy - $33.38
LOL wat - $33 for delivery to a UK address. That's more than the order itself. And even if I just wanted to order a $5 patch it would still cost $33 to have it delivered - even though it could easily fit in a standard envelope.
So that's my first gripe. Delivery charge is far too expensive. I understand CCP are looking at cheaper delivery options but they have been for months now. On top of the delivery charge, UK customers are still faced with import charges. There's nothing CCP can do about that, obviously. I'm not asking them to. But this could push the amount you spend on deliver well over the $50 / ú30 mark.
I decided to do a "mass order" for with my corpies so we could share the shipping fees. On top of that, I had the order sent to a US corpie who would pass the order on to a UK corpie - avoiding the import charges.
Anyway I placed the order on 10th of October and I paid using Paypal. I paid for two-day delivery (ú7.39). After three days I noticed the payment status hadn't changed. Emailing the store and get this reply: "Our servers had some issues with processing PayPal payments, so I have manually released your order."
Oh OK but I still paid for two day delivery. Nevermind - at least it'll be delivered soon.
By 18th it still hadn't arrived - and the status was "waiting to ship", or something like that. I emailed the store again and this is the reply...
"Your package shouldÆve shipped out on Thursday or Friday at the latest. I am waiting for FEDEX to send me a tracking notification in regards to this particular order.
I have also asked my warehouse to provide me with a tracking notification in case for some reason FEDEX was unable to email me."
So FedEx seems to be screwing me around now. Except, when I get the tracking number through and check it on the the FedEX site, I discover the items had only been shipped on October 18th using overnight delivery.
The items have since been delivered. But my experience of using the EVE store is not a good one.
> Extortionate delivery charges to the UK force me to get a middle-man in the US.
> The store has problems processing PayPal payments and customers must nudge CCP go get the order moving.
> The items weren't delivered within the timesframe I paid for - it took nine days instead of two days
Anyway, I thought I would share my experience of the EVE store with you guys and have a wee whine to make myself feel better. I hope CCP can get get the problems fixed but until they do, I won't be ordering anything else from the EVE store.
Awaiting "cool story bro".
Eugene
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I have a specific comb for my beard. |
Reicine Ceer
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Posted - 2010.10.20 14:31:00 -
[2]
This is a bit of a joke. The shipping taxes and such were originally designed to stop dodgy under-hand dealing via the postal network, but with the advent of the internet it has become one big, fat cash-cow for the likes of Fed-Ex.
I myself had to pay ú27 (pounds!!) extra on top of the cost of a hoodie i bought online from the USA - the entire delivery and importation charges cost more than the hoodie itself, despite it CLEARLY not being anything more than a single person buying a single item online for themselves.
And yet play.com has no delivery charges. So there's got to be a way around it - even if its just a paperwork exercise, it'd be great to see CCP take charge of this situation and score one for the good guys (as it were), altering their shipping system to bypass this quite clearly exploitative profiteering on the part of delivery companies.
"Grammatically, the word 'nothing' is a noun, which suggests that it refers to something." - Wikipedia |
Corozan Aspinall
Party Time Inc.
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Posted - 2010.10.20 14:35:00 -
[3]
This has been the case for a while now.
There have been several threadnoughts filled with customer concerns about the viability of ordering goods from the EvE store outside North America.
Guess its still an issue. 
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Ran Khanon
Amarr
Swords Horses and Heavy Metal
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Posted - 2010.10.20 14:44:00 -
[4]
I wonder why people even bother with it after reading stuff like this. I would place myself in the 'would occasionally buy merch' group but I am not touching this store with a ten foot pole, unless the conditions and rates will be changed drastically. Kind of a bad show for the pr/marketing departments responsible for this :-/
Recruiting! |
Destination SkillQueue
Are We There Yet
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Posted - 2010.10.20 14:49:00 -
[5]
Edited by: Destination SkillQueue on 20/10/2010 14:51:12
 Originally by: Ran Khanon
I wonder why people even bother with it after reading stuff like this. I would place myself in the 'would occasionally buy merch' group but I am not touching this store with a ten foot pole, unless the conditions and rates will be changed drastically. Kind of a bad show for the pr/marketing departments responsible for this :-/
I'm in the same boat. I'm interested in a few items, but less interested in the surprise buttseks I might recieve in the form of rediculous shipping fees.
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TriadSte
Gallente
Adeptus Arbites
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Posted - 2010.10.20 14:57:00 -
[6]
I agree CCP need to brush up on the customer service skills.
Myself reading the OP Im very much obliged to even suggest CCP allow you to pay for fast delivery KNOWING FULL WELL it wont get there as stated.
Why is it you can buy anything from anywhere and have it at your door when you want it depending on type of delivery paid for yet CCP cant?
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Yakumo Smith
Gallente
No End To Infinity
Fleetingly Finite
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Posted - 2010.10.20 15:06:00 -
[7]
The reality is there are a lot of EU players who would love to spend ú20-ú50 on some merchendise but won't pay the rediculous fees.
CCP seems to be missing the fact that it's losing a lot of potential income that would get generated from conversation starter items.
"what's the design on your shirt?"
"that's a cool looking patch"
I suppose this must be my sig. I'll do something cool with it eventually. |
Orange Lagomorph
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Posted - 2010.10.20 15:32:00 -
[8]
I hate the US Postal Service and FedEx. They're both a bit of a crapshoot when it comes to getting items on time, or even getting them at all in some cases. UPS is better, in my experience, but you can't control which parcel service a merchant decides to use, so....
Interestingly, bills to be paid have never failed to show up promptly at my residence as far back as I can remember.
I do have one comment about two-day delivery: That option has never meant that you'll receive your item(s) two days after ordering it. You still have to wait for them to retrieve your item(s) from the warehouse, process it/them, package it/them, and finally ship them out. Only Amazon.com is hardcore enough to ship almost everything I order within 24 hours.
Sounds like the EVE Store needs to rent warehouse space in the EU. It's an Icelandic game with a server cluster IN LONDON, and Europeans have to pay overseas shipping charges to American companies? Granted, I'm sure Americans are the majority demographic in EVE ù I'm American myself ù but that's just ridiculous.
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Veilag
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Posted - 2010.10.20 15:42:00 -
[9]
Friends in other countries sending items to the UK can still result in the person at this end getting charged import duty. 1 way around it (which isnt 100% guaranteed), get them to stick a filled in/signed birthday card in with whatever they are sending.....it can/has worked b4.
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Loki Nahat
Skyforger
Tactical Narcotics Team
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Posted - 2010.10.20 15:46:00 -
[10]
Edited by: Loki Nahat on 20/10/2010 15:56:52
Not so strange really,
the products manufactured in the UK are much cheaper shipping wise :)
the EVE maps, and if I remember correctly the magazines were very reasonably priced shipping wise.
caveat: this may have changed of course.
added:
for information regarding the American's comment above (from the wiki)
--------------------------------------
Players by country in 2008
--------------------------------------
Country%Country%
United States39.30Netherlands2.40
United Kingdom14.40Sweden2.30
Germany8.30Denmark2.30
Russia5.70Norway1.40
Canada5.00China1.34
Australia3.20Finland1.06
France2.50Japan1.00
--------------------------------------
yep, US players dominated in 2008 on an individual country basis, can't find more recent stats but i'd wager on geographic terms EU (inc UK) and US/CAN are roughly equal in numbers.
I believe this a marketing eff up really. In terms of merchandise there should be storage in separate continental sites.
Please use DPD, they're my personal favourite. Stay the heck away from Royal Mail.
Loki
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Le Sabre
Gallente
The Dead Canary Mining Corporation
Talos Coalition
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Posted - 2010.10.20 15:50:00 -
[11]
Edited by: Le Sabre on 20/10/2010 15:51:45
Originally by: Reicine CeerAnd
yet play.com has no delivery charges. So there's got to be a way around it - even if its just a paperwork exercise
To explain this, Play.com are based in the Channel Islands in the 'duty free' zone. This enables the company to add the delivery cost to the actual item and because the items are 'tax-free' it means zero visible delivery costs to the consumer, and still cheaper products than from store shelves on the mainland.
The Eve store really needs a different shipping company. I would buy stuff from there but there's just no justification for the shipping costs. I have to import parts for my car when it needs them from Japan (much further away than USA to me) and the postage for large heavy (20kg+) components from there is roughly one third of the shipping cost for an Eve T-shirt from the store. 
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Cunane
Gallente
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Posted - 2010.10.20 16:15:00 -
[12]
You can add me to the "would occasionally buy merch if the stupid shipping fees changed for the UK and would probably buy ú50 worth within the first month" group
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Ejit
Amarr
The Ascension
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Posted - 2010.10.20 16:22:00 -
[13]
I often browse the store and have very nearly placed an order on more than one occasion. Glad I've restrained myself.
They would be far better using the London or Newcastle office and shipping from the U.K. With our excellent infrastructure Royal Mails Parcelforce service can have a package delivered to anywhere in Europe and the U.S. inside 48 hours. And I'm sure for a considerable reduction in cost as well.
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Corozan Aspinall
Party Time Inc.
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Posted - 2010.10.20 17:53:00 -
[14]
Originally by: Ejit
I often browse the store and have very nearly placed an order on more than one occasion. Glad I've restrained myself.
They would be far better using the London or Newcastle office and shipping from the U.K. With our excellent infrastructure Royal Mails Parcelforce service can have a package delivered to anywhere in Europe and the U.S. inside 48 hours. And I'm sure for a considerable reduction in cost as well.
You owe me a new Sarcasm Detector. 
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Eugene Spencer
Rodents of Unusual Size
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Posted - 2010.10.20 18:38:00 -
[15]
Originally by: Reicine Ceer
This is a bit of a joke. The shipping taxes and such were originally designed to stop dodgy under-hand dealing via the postal network, but with the advent of the internet it has become one big, fat cash-cow for the likes of Fed-Ex.
I myself had to pay ú27 (pounds!!) extra on top of the cost of a hoodie i bought online from the USA - the entire delivery and importation charges cost more than the hoodie itself, despite it CLEARLY not being anything more than a single person buying a single item online for themselves.
And yet play.com has no delivery charges. So there's got to be a way around it - even if its just a paperwork exercise, it'd be great to see CCP take charge of this situation and score one for the good guys (as it were), altering their shipping system to bypass this quite clearly exploitative profiteering on the part of delivery companies.
Unfortunately it's customs, not FedEx or any other courier who charge the import fees :(
Anyway. It would be nice if they could set up another stock centre in the Europe.
=====
I have a specific comb for my beard. |
kiki mo
Caldari
Suddenly Ninjas
Tear Extraction And Reclamation Service
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Posted - 2010.10.20 18:43:00 -
[16]
Originally by: Ran Khanon
I wonder why people even bother with it after reading stuff like this. I would place myself in the 'would occasionally buy merch' group but I am not touching this store with a ten foot pole, unless the conditions and rates will be changed drastically. Kind of a bad show for the pr/marketing departments responsible for this :-/
My sentiments exactly
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LORD SKARKON
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Posted - 2010.10.20 19:06:00 -
[17]
Cool story bro.
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Saint Evonivon
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Posted - 2010.10.20 22:12:00 -
[18]
Where is chribba when you need him, he could show CCP how its done.
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Noun Verber
Gallente
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Posted - 2010.10.21 02:33:00 -
[19]
Most stories about the eve store are terrible from the common shipping charge to the delay in receiving goods.
The could really increase their sales/profits by turning this around, but instead advertise a competent partner (Jinx).
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