I first learned about JAC from chuvaness.com but thought its procedure to be too complicated. Then TPS recommended it as well and cited her positive experience with it, especially in terms of cost savings. That convinced me to try it out.
At the start, things proceeded smoothly. I called the Megamall office where Paciano asked for my email address after which he sent me the instructions and rates for transacting.
Then I placed an order at Amazon and forwarded the details to their contact person in the States. Both Paciano and Analyn responded shortly.
Per their email, the package should have reached me between 5 and 7 days after their US hub received it. Thus informed, I began to count the days.
When seven days had passed and I still didn’t receive word, I followed up via email. I got a reply back to not count Saturdays and Sundays. I knew I hadn’t. The Megamall branch asked for my cell number. I gave it.
Sixteen days later, minus two weekends, ergo 12 days net, still no word. I called Megamall. Richard took my call and he was rather forbidding. He said there was no sign of my package in their database and to call the Makati office the next day. I asked, couldn’t you do it yourself? UPS gives that service of following up and then calls to inform me, I said he wasn’t being helpful. But he protested that he was: he had given me the name and number to call. Whoa. He asked for the tracking number and I said I didn’t have it. By then I was peeved with him. I put down the phone and reviewed the exchange of emails I had with them, found the number and called him. He was mellower this time but still insisted I call their Makati office the next day.
As the next day, I felt, was 12 hours away, I decided to email Analyn and when I woke up, she had emailed me back with the promise she would follow up with Makati herself. In my email I had mentioned how disappointed I was at the service. She apologized.
Then I got an email from the Makati office saying they had sent me an email on the 22nd (I was talking to them on the 29th when they told me about said email). My family name was misspelled so i never got that email.
To cut the long story short, the shorts were delivered to my son’s office in Makati which move may not be de rigueur because as far as I know, one has to pick up stuff at the office of JAC. I guess it was a white flag? A conciliatory move?
Will I order again through JAC? Possibly. For one, the rate I was charged was more reasonable than in e-2door although Marissa of the latter was certainly more patient than Richard. But then again, JAC’s Analyn and Paciano are nice.
So again, will I order through JAC? That remains to be seen.
I emailed Analyn to apologize for my previous angry email and she said she’d handle things from her end next time I order. With that assurance, the likelihood that I will do business with JAC again is there.
Thanks, TPS for teaching me how to go about it…
Thanks for this post, ma’am. I’m considering using JAC’s services as well, but now I think I won’t anymore.
Hi Amelie. In my case I guess it was just unfortunate that my family name was misspelled hence the delay of a week, more or less– improving customer service would do Jac a world of good, and that includes training personnel to be more polite. Amazon remains tops in my list – it really delivers quickly under their global priority service and handles problems promptly, efficiently and graciously. More expensive though.
I agree ma’am – catch more flies with honey and so forth. Online shopping is stressful enough (at least I think it is) without the added burden of feeling like your concerns are falling on deaf ears.
Nice metaphor about the flies and honey.
I agree about how online shopping is stressful – there’s always that feeling of angst – did I do things correctly? And then there’s the human element… sometimes okay, sometimes not.
Appreciate your sharing your insights.
Hi. I feel a bit guilty recommending their service to you. We didn’t experience such difficulties — maybe because two-letter word lang ang surname namin. Hahahahaha! Seriously, Analyn is so much easier to deal with.
Kung minsan, a sincere apology is all one needs to “rescue” a failed service and still retain the client.
Don’t feel guilty. It was just Richard that destroyed the whole experience. The delay wasn’t really crucial because shorts lang naman ang order and there was no rush. It was just his answer and how he answered that really irked me. Analyn is so nice, the tone of her emails shows this. She sounds very sincere. So thanks pa rin!
Actually, when I was angry that night I called JAC, I wanted to blog about it already. But I thought you might feel bad about having recommended it so I restrained myself. Succeeding events (post-Richard) made me feel better, which was why I decided I could blog about it. A case of “All’s well that ends well.”