Very disappointed in Reaper customer service

[Qwyksilver]

So the issue is you can't get free international shipping without some inconvenience on your part.

 

Pay for your international shipping and pay in your USD.

 

I don't know anything about the customer service issues but I do know posting in the middle of the night to a US based company on their forum is not going to get much of a response. And you are not the sole customer they are responding to. Sometimes it takes a day to get through everything. And perhaps the person with the answers is not available and since you don't want "I believe" answers they are waiting to get the complete details from someone at the bank at the company at the accountants lair etc. If you want an immediate answer call during business hours. Their number is posted on the main page of the site.

 

I'm sorry to hear that you felt you received bad customer service. I can tell you from over a decade of dealing with Reaper and knowing most of them personally that is a rare occurrence

Edited September 19, 2012 by Qwyksilver

[Miar]

If you have yen and want to pay in pounds, you only need to pay ONE set of currency exchange fees. Yen to Pounds.

 

If you have dollars and want to pay in pounds, you only need to pay ONE set of currency exchange fees. Dollars to Pounds.

 

Making you jump through hoops to get your stuff isn't exactly cool, but you have to realize that peope from america with american bank accounts, american credit cards and american sources of money that pay USD, but live in OTHER countries (like, say, Japan or Austria) are probably a corner case where reaper is concerned.

 

OK, technically your right. I only pay once set of currency fees. Then I pay reapers price in pounds which is higher than their dollars so they can pay theirs. I checked the conversions before I even started this thread.

[thatguywiththeface]

OH OKAY. That does seem stupid. o.o But then, if you think about it, they're really offering free international shipping when you pay in GBP BECAUSE the GBP prices are higher (even if it's to make up for exchange fees on their side). So, when you pay regular ol' US prices in USD, they're not charging you more to cover exchange fees, so they expect you to shoulder the burden of shipping costs.

 

I imagine either option costs about the same overall, but you should do your research to see which one is cheaper for you, and then go with that.

Edited September 19, 2012 by thatguywiththeface

[Caffiene]

I imagine either option costs about the same overall, but you should do your research to see which one is cheaper for you.

 

I dont know where Miar is shipping to, but I just checked for myself here in Australia out of interest... Picking 2 Learn to Paints as an example, strangely the $US option with shipping was more than 10% more expensive than $AU even with the exchange rate, price increase and my bank's currency conversion fee all taken into account.

 

It does seem strangely complicated... it certainly doesnt make it easy to compare the options. But, at least for me, it looks like theyre still giving a good deal on the "free" shipping.

[Pingo]

I'm sorry this is such an annoying issue for you, Miar.

 

I'd just like to point out that Miar has been a pretty active and interesting poster on these boards, and should be given some respect for distress. This isn't someone who's come out of nowhere just to complain.

[Miar]

OH OKAY. That does seem stupid. o.o But then, if you think about it, they're really offering free international shipping when you pay in GBP BECAUSE the GBP prices are higher (even if it's to make up for exchange fees on their side). So, when you pay regular ol' US prices in USD, they're not charging you more to cover exchange fees, so they expect you to shoulder the burden of shipping costs.

 

 

I don't think they are making more than would cover the exchange fees and if that was the issue they could just set the amount you had to order higher for those paying in US dollars and Reaper and the customer would both make out.

[thatguywiththeface]

Australianguy (forgot your username and am too lazy to scroll up. really), those prices are awesome, but not really. But thank you so, so much for the help. :D You're a god-send. NO REALLY. I SHALL WRITE OF YOU IN MY GOSPEL.

 

I don't think they are making more than would cover the exchange fees and if that was the issue they could just set the amount you had to order higher for those paying in US dollars and Reaper and the customer would both make out.

 

Yeah, that'd be nice....

 

It'd be a little gross making out with all of reaper at the same time, though.

Edited September 19, 2012 by thatguywiththeface

[Miar]

inconvenience

 

 

Um, Um I barely know how to reply to this one.

 

You seem to be saying that it makes sense for:

 

1. Reaper costs it's customers in 3/4 of the world more (effectively)

 

2. Makes no more money than they would have by setting it up differently

 

3. Give the banks some extra money sense they would be the only ones getting it.

 

Let's say your from Texas and you take a drive to Arizona and the store tells you 'oh your from Texas, you have to throw 5 cents in the trash for every dollar you spend'

 

Do you really think you are going to spend your money there? That is the equivalent of how Reaper has things set up.

 

 

I really doubt Reaper is making any money on the conversion, if they are I would think it was a tiny amount and easily made up in upping the amount need to qualify for free international shipping.

 

Yes, it is the middle of the night and I didn't expect them to reply right away. I open my mail in the morning and I felt after the 3rd email dealing with various parts of this that was my limit.

[Miar]

Awesome, but not really. But thank you so, so much for the help.

 

 

 

I do appreciate the thought but I'm going to either deal with this in the end through Reaper or not at all. If I had known this thread would have gone this far I don't think I would have bothered starting it. That's just the way the ball bounces though.

[thatguywiththeface]

Awesome, but not really. But thank you so, so much for the help.

 

 

 

I do appreciate the thought but I'm going to either deal with this in the end through Reaper or not at all. If I had known this thread would have gone this far I don't think I would have bothered starting it. That's just the way the ball bounces though.

 

I apologize, that was directed at Caffiene.

 

I actually edited that post to include a response to you, though c:

[smokingwreckage]

Sorry if I wasn't helpful, Miar, I was just addressing one small point, point 5 from your list, since it seemed to be part of your distress. I have seen a few instances where point 5 was of major importance to a transaction, and the problems I outlined created expensive disasters or unexpected costs. I can be a very literal person; I saw a question and I answered it. Likewise, not having information on any other points, I did not attempt to answer them.

 

I didn't have an over-arching point apart from: sometimes things that seem arbitrary and stupid aren't. So there might be a particular reason Reaper can't do exactly what you want them to. I deal with situations every day that would seem very simple from an outside perspective, but are in fact fiendishly complex and sometimes quite expensive to deal with.

 

On the other hand, there might not be a good reason. I hope this all gets resolved to your satisfaction.

[Miar]

I will say I don't think this is Reaper intentionally doing what I'm claiming. I do honestly think it is an oversight (though a big one). If there is a real necessary reason for them to be doing it the way they are and I'm missing it I'll eat my words. I really can't see it though. I think what they did is try to set things up for it to be easy for those in EU countries while missing what they were doing everywhere else.

[smokingwreckage]

So you're in a non-EU part of Europe?

[joshuaslater]

Where in the world are you?

[Shakandara]

Good customer service does not mean that the customer always gets what they want. It's unfortunate that this situation has not worked out to your liking, but posting a bunch of vague statements to a forum is not the way to get your issue resolved.I don't speak for Reaper, but as someone that manages customer issues on a daily basis, it would seem that patience and understanding on your part while continuing to work with Reaper customer service for a resolution would be a better use of your time. You have a relatively rare situation (regarding payment and international shipping) that does not represent the vast majority of the business they do. That sucks for you, I'm sure, but it doesn't mean there is malice behind it.

 

Remember that Reaper isn't trying to screw you, but you also may not be able to get what you want. It costs more to do business overseas, regardless of what the country of origin or delivery is. I often pass on ordering things from overseas sites, just because the cost can become prohibitive, and rarely do those non-US companies ever offer me any sort of free shipping, regardless of what currency I am paying with.

 

and should be given some respect for distress.

 

Give it if you want it. The OP does not come across as particularly respectful. I realize that Miar is frustrated with the situation, but the best thing a customer can do to get a positive resolution to their issue is to be patient and reasonable.

 

~v