I’m not sure if I said this here before but the ultimate goal of .Biz is to bring affordable quality DVDs to pinoys all over. With this in mind, our quality check must ensure that the DVDs leaving our store are acceptable to the intended party. If not, then it becomes too expensive for us to handle the return and replacement of the DVDs. So, how do we ensure the quality? Currently, we do two checks whenever we receive DVDs from our distributors (same checks are applied again prior to shipment). The first check is on the packaging and the second one is if the discs are dislodged from their holders. While the latter is easier to do, the former is admittedly tougher because it can become subjective. If packaging across studios and distributors are exactly the same, then filtering “rejects” would be an easier task. But unfortunately for us, this is not the case such that we now have to set a standard that we believe is acceptable to our customers. This standard is adjusted based on the feedback we get directly from customers or from this forum. That’s why .Com is a daily habit for me now.
Going to frootloops’ case, I already relayed to him my interest in seeing the condition of the packaging and both of us have already agreed on the next pickup reschedule. If the condition of the packaging is the same as what we currently have on stock, then a refund is in order rather than a replacement. And subsequently, we will remove the title from our catalog.
The returns policy of the store was drafted to protect the interest of our customers and not to afford an easy way out for .Biz to extricate itself from problems similar to the one being talked about now. When we were drafting the policy, management was in unison in applying a pickup policy rather than a mail in policy. It was also decided that the cost for the pickup is shouldered by .Biz and not the customer. The idea was to make the return as convenient as possible to the customer. If there are still alternatives to improve this policy, we will definitely look into it.
Whatever feedback we get, we communicate this to the distributors. Our belief is that the general market for DVDs in the Philippines is here at .Com (and I saw someone else post this somewhere here before). I would assume that the distributors are cognizant of this as well. As an offshoot of frootloops, we are enforcing a stricter filtering policy on packaging and have requested our distributors to be pickier, as well, with DVDs delivered to us. We also brought to their attention techdude’s(?) complaint of slicing open the shrink wraps at the side and sticking the ratings(?) sticker. Their explanation, which seemed reasonable, is that the imported DVDs come shrink wrapped and because of regulations, they are compelled to stick the ratings label in the plastic cover and not on the shrink wrap.
We also believe that .Com members are generally one of the most particular and exacting DVD customers (and I mean this in a good way). If we can serve you satisfactorily, then how much easier will it be to serve other customers? In parallel to the song New York(?), if we can make it here, we’ll make it anywhere!
Much thought and planning went before the roll out of .Biz. I think our policies and procedures validate this. However, we do recognize that there are still things that are left to be desired. Like clea said, we are still in a continuing improvement process. I think some of the members here can attest to the fact that whenever possible, features are added/implemented based on members’ inputs. To name a few: Texting rollout was due to a Dowals request, and; rafgar’s contribution was the pre-booking confirmation page.
I hope that this post does not muddle the issue at hand, but rather sheds light on .Biz’ position.
