Volks Customer Support is amazing

Hey all,

I wanted to express just how amazing Volks support has been for me. Obviously, YMMV. At first, they always say not much can be done according to their policies. After sending pictures of the damage, expressing my concerns, and stating how the damage occurred in a way that wasn't dealt by me directly, Volks changes their mind and appears as reasonable as they can be.

Now, for context, I bought my dolls and DD items from a Volks Friend Shop.

The first doll I bought from them was DD Ruri. She came with this small cute bag. The issue with the bag was that unzipping it was hard because 1/3 of the zipper itself was so rigid. I feared that unzipping it would deteriorate the product faster than usual. So, I emailed Volks with a picture of the bag and asked if a replacement was possible. They replied and said that they couldn't see the damage.

Quote

Thank you for your detailed contact.

 

We have confirmed the picture.

This product originally can open the zipper.

 

It does not seem to be particularly bad in the picture.

It looks like it does not open temporarily because the cloth is caught when opening the zipper.

 

Can you improve by not getting the cloth part caught?

Thank you for your consideration.

I replied with what I thought the issue could be. I also said that I could send a video of it unzipping. They replied again, willing to send the sole replacement by EMS all the way to the USA.

Quote

Dear Customer,

 

Thank you for trying out the remedy.

 

As a result, I was sorry that I found that the zipper was defective.

 

We will send you a substitute.

Once shipping is complete, we will send you the EMS tracking number.

 

Excuse me, but please wait for a while.

 

Sincerely,

 

As for my second more recent experience, my 2B doll's unique bodysuit suffered multiple snags pointing towards the interior of the suit. It was really weird. Initially, Volks was unwilling to provide a substitute claiming that the bodysuit served its purpose but implied that they were offering to consider a replacement if I was "concerned" about my product. So, I sent over pictures (per usual), explained the damage in more depth (per usual), and expressed that I assumed the bodysuit was primarily meant to protect against stains rather than physical damage (as per the product page's description). Given my response, they replied with the following translated message:

Quote

Thank you for your support of VOLKS INC.

VOLKS INC. would like to inform you as below.

We are very sorry that there was a problem on your product which was purchased at our friend shop “[omitted]”.

We apologize for taking your time.
We have sent you the replacement as below, please have a check.

We would like to ask you to discard the defected items at your side.

[omitted]

The bodysuit included for this product is made by very sheer fabric, to keep the good dress silhouette.
We will send you the replacement which we inspected carefully, however the replacement might also have the small damages which is hard to avoid during the production.
Please understand that this is the product features, we ask for your kind understandings.

Also, please note that if the replacement gets damages, that we cannot send you the replacement again.
Please take care when handling the bodysuit.
We ask for your kind understandings.

Thank you very much for purchasing our product.

If you have any further questions, please feel free to ask us.
We look forward to your continued support.

Do note that my Friend Shop was unwilling to provide support as over two weeks had passed by the time I discovered the damage. Also, incidentally, the replacement solves the damage that I caused myself (see my previous topic).

I'm very happy with my experience with Volks' customer support. If you have any troubles with your Volks items and can argue for your position, I'm sure you'll find a similar experience. I'm not sure how Volks USA CS is though.

But the real lesson is that whenever you're talking to any person or are requesting a service, you should always supply all you know is needed but never what you think is needed. Share what you know will be needed so that you either aren't locked out of choices or aren't missing out on a possibility that CS hasn't offered you. But don't share all your details because the other person could counter your point with your own info, so you could then be locked out of opportunities - it runs both ways. Only share info, and only the requested info, when asked. #LifeProTips

Thank you for coming to my TED Talk.

Images of the damaged bodysuit:

Edit: This is under the subforum "General Discussion", so I'm interested in hearing about your experiences as well!

Edited July 24, 2020 by whitewhale
Edit