eStarland.com support - non-existent?

Pookymeister

Pookymeister

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Has anyone had any positive support experiences with eStarland.com recently?

I've sent an email a week ago, and have tried using their website chat numerous times(always said ONLINE) across the week and haven't heard a peep.

I sent in a package for trade-in, but this lack of feedback doesn't make me very confident that it will work out well.
 
YES! I had a problem with a Beatmania set I ordered from them and it took nearly 2 weeks to get a reply... and another 4 days to get them to send me a shipping label. I haven't ordered squat from them since for the fear that the next possible issue may never be resolved.

They'll take your money and ship out your crap, but if a problem arises, they aren't just as quick to fix it.
 
Their support for me has always been great. I have traded in thousands of dollars worth of stuff with them and never had a problem. It takes a few days after they receive your package for it to be processed. I just broke the 1000 star ranking mark with them, although it doesnt mean anything it just to show that I have done alot of business and never once bad customer service even if I had an issue.
 
I've only got 42 stars with them, but I've never had a problem. The live chat takes a few tries, but once you get a person, they're very, very helpful. I've traded 2 sets of things in (both ~$200 worth), and it takes a while to get the credit due to testing - more time if you have more systems, but you'll get it.

The only thing they've ever messed up with me was: I traded in a ton of stuff last month, and one GBA was missing the battery cover so they couldn't accept it. I then placed an order and asked them to return the GBA with the order so I wouldn't have to pay shipping, and they shipped without the GBA. I contacted them via live chat and they said the person filling the order missed my comment, and they promptly shipped my GBA back FOR FREE (and it's now on my trade list, haha).

If live chat is online and you time out without getting a person, just keep trying. I think they only have 1 person handling it (unless people have gotten someone other than Travis), and it's busy. He's a really helpful guy!
 
[quote name='AkariK']
If live chat is online and you time out without getting a person, just keep trying. I think they only have 1 person handling it (unless people have gotten someone other than Travis), and it's busy. He's a really helpful guy![/quote]

If there's only 1 person handling the chat, there should probably be a queue system(where it tells you your place in line) instead of the current 'luck of the draw or timeout in 2 minutes' setup.
Doesn't look too good from a customer standpoint.
 
[quote name='Pookymeister']If there's only 1 person handling the chat, there should probably be a queue system(where it tells you your place in line) instead of the current 'luck of the draw or timeout in 2 minutes' setup.
Doesn't look too good from a customer standpoint.[/quote]

Well, it does tell you how many people are in line. I'm a little shaky on the 2 minutes thing myself, though it does prevent you from forgetting you're in line and going off to do something else. I've never really tried emailing them though. The one time I did try sending an email, I ended up getting ahold of the guy on live chat and he fixed everything there.

Though their site design is pretty bad as is (can't do 2 simultaneous searches, this is the biggest issue for me), so it's probably just understaffed terribly... I bet their entire web system could use an overhaul.
 
[quote name='AkariK']Well, it does tell you how many people are in line. I'm a little shaky on the 2 minutes thing myself, though it does prevent you from forgetting you're in line and going off to do something else. I've never really tried emailing them though. The one time I did try sending an email, I ended up getting ahold of the guy on live chat and he fixed everything there.

Though their site design is pretty bad as is (can't do 2 simultaneous searches, this is the biggest issue for me), so it's probably just understaffed terribly... I bet their entire web system could use an overhaul.[/quote]

Hmm, i see the queue thing now - guess no one was in line before me last couple times ive checked.

Though with a line, there shouldn't be a short timeout. They don't mix.
 
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