Comments on: Free to fly http://duckside.mandarinaduck.com/free-to-fly/ Mon, 21 May 2012 09:27:05 +0000 http://wordpress.org/?v=2.3 By: cangurini http://duckside.mandarinaduck.com/free-to-fly/#comment-121 cangurini Fri, 06 Jun 2008 10:10:18 +0000 http://duckside.mandarinaduck.com/free-to-fly/#comment-121 Hi, Ducky, thank you very much to make things clearer. The problem for me was nothing compare to the whole difficulties that a customer service run in: there are some times where clients are not in the right! your e-mails have been reasonable and puntual. This blog is very beautiful, transparent and funny. Well done!! Please go ahead with the passion and the professionality that you have shown till now. many thanks Hi,

Ducky, thank you very much to make things clearer. The problem for me was nothing compare to the whole difficulties that a customer service run in: there are some times where clients are not in the right! your e-mails have been reasonable and puntual.

This blog is very beautiful, transparent and funny. Well done!!
Please go ahead with the passion and the professionality that you have shown till now.

many thanks

]]> By: ducky http://duckside.mandarinaduck.com/free-to-fly/#comment-117 ducky Tue, 03 Jun 2008 12:38:30 +0000 http://duckside.mandarinaduck.com/free-to-fly/#comment-117 Dear Dan Far from me to be arrogant... All I meant to say in my replies to Scottish Girl and Kitty was that the problem had in no way been ignored and that attention and time had been devoted to Scottish Girl by a number of people within the company. Yes: there are regulations, codes of conduct and policy constraints that - at times - make it impossible to "make the exception" one might be inclined to make. This being said, we are indeed and sincerely sorry for the problems Scottish Girl encountered following the unhappy meeting of her Macbook and our sleeve: it never was our intention to cause problems and - in all honesty - we do not believe we did. Quite obviously, something did not quite go as it ought to have. On the other hand, if we had concluded that the problem was in any way attributable to our product, we would not have contented ourselves with an apology: far more tangible measures would have been taken. The point is - quite simply - that this was not the case. I suppose the fiery debate will go on still for some time - and, as has been the case so far - it will do so "uncensored". As a matter of principle, we believe a blog to be the place where opinions are exchanged and opinions are, by their very nature, free. If we applied any censorship or doctoring, the whole instrument would lose its purpose. Thank you for your comments. Take care Dear Dan
Far from me to be arrogant… All I meant to say in my replies to Scottish Girl and Kitty was that the problem had in no way been ignored and that attention and time had been devoted to Scottish Girl by a number of people within the company.
Yes: there are regulations, codes of conduct and policy constraints that - at times - make it impossible to “make the exception” one might be inclined to make. This being said, we are indeed and sincerely sorry for the problems Scottish Girl encountered following the unhappy meeting of her Macbook and our sleeve: it never was our intention to cause problems and - in all honesty - we do not believe we did. Quite obviously, something did not quite go as it ought to have. On the other hand, if we had concluded that the problem was in any way attributable to our product, we would not have contented ourselves with an apology: far more tangible measures would have been taken. The point is - quite simply - that this was not the case. I suppose the fiery debate will go on still for some time - and, as has been the case so far - it will do so “uncensored”. As a matter of principle, we believe a blog to be the place where opinions are exchanged and opinions are, by their very nature, free. If we applied any censorship or doctoring, the whole instrument would lose its purpose.
Thank you for your comments. Take care

]]> By: dan http://duckside.mandarinaduck.com/free-to-fly/#comment-115 dan Mon, 02 Jun 2008 05:07:56 +0000 http://duckside.mandarinaduck.com/free-to-fly/#comment-115 Perhaps it might be understandable that Mandarina Duck does not have the means fix the Macbook. However the manner and tone in which you have responded to this complaint is quite unfortunately one of the standard corporation where no one will take responsibility for their actions, albeit it with a personal (and slightly arrogant) touch. A more human response would be to apologise for unknowingly using a dye that seems to rub off on certain materials. I don't know why it is so difficult for some people, and organisations, to apologise for making a mistake. Everyone makes mistakes, and I think mostly everyone appreciates it when a mistake is admitted, even if it can't be rectified. Although, I must applaud you for leaving these comments available for everyone to read on your blog. Perhaps it might be understandable that Mandarina Duck does not have the means fix the Macbook. However the manner and tone in which you have responded to this complaint is quite unfortunately one of the standard corporation where no one will take responsibility for their actions, albeit it with a personal (and slightly arrogant) touch.

A more human response would be to apologise for unknowingly using a dye that seems to rub off on certain materials. I don’t know why it is so difficult for some people, and organisations, to apologise for making a mistake. Everyone makes mistakes, and I think mostly everyone appreciates it when a mistake is admitted, even if it can’t be rectified.

Although, I must applaud you for leaving these comments available for everyone to read on your blog.

]]> By: ducky http://duckside.mandarinaduck.com/free-to-fly/#comment-113 ducky Mon, 26 May 2008 06:44:42 +0000 http://duckside.mandarinaduck.com/free-to-fly/#comment-113 Kitty, I think our company consistently shows openness, flexibility and transparency in its relations with customers , This blog is a fitting example of that. We never doctor or censor any comment posted on our blog and we openly and honestly share projects and internal processes with the whole community. Given the virulence of your criticism, this fact appears not to have been fully appreciated. You seem to overlook what I had already written - i.e.: considerable time and attention had already been devoted to Scottish Girl, who was promptly contacted by our customer service via private e-mail and by phone. As I said we attach the utmost importance to our customers' loyalty and affection and strive to be worthy of them in everything we do. But we have rules and policies to abide by. Every company operates according to a set of rules and constraints and hardly a day passes without a "special instance" arising, which would require or suggest a breach to these rules and constraints. All opinions are perfectly legitimate - your fairly crude ones very much included - but while opinions can be expressed in total freedom, every department within a company works on the basis of rules. The occurrence lamented by Scottish Girl falls without the scope of our product's guarantee - therefore, much to our regret, our Customer Service had no option but to turn down her requests. Thank you for your contribution: a further testimony to the value of the blog - a tool that draws its lifeblood from the exchange of opinions and, occasionally, legitimate criticism.Having said this, however, I believe the blog is not the most appropriate channel to address these issues in the detail they deserve - which is why I urge you to apply to our customer service desk at customerservice@mandarinaduck.com , where you will find qualified personnel happy to provide you with the assistance you require. Take care Kitty,
I think our company consistently shows openness, flexibility and transparency in its relations with customers , This blog is a fitting example of that. We never doctor or censor any comment posted on our blog and we openly and honestly share projects and internal processes with the whole community. Given the virulence of your criticism, this fact appears not to have been fully appreciated.
You seem to overlook what I had already written - i.e.: considerable time and attention had already been devoted to Scottish Girl, who was promptly contacted by our customer service via private e-mail and by phone. As I said we attach the utmost importance to our customers’ loyalty and affection and strive to be worthy of them in everything we do. But we have rules and policies to abide by. Every company operates according to a set of rules and constraints and hardly a day passes without a “special instance” arising, which would require or suggest a breach to these rules and constraints. All opinions are perfectly legitimate - your fairly crude ones very much included - but while opinions can be expressed in total freedom, every department within a company works on the basis of rules. The occurrence lamented by Scottish Girl falls without the scope of our product’s guarantee - therefore, much to our regret, our Customer Service had no option but to turn down her requests. Thank you for your contribution: a further testimony to the value of the blog - a tool that draws its lifeblood from the exchange of opinions and, occasionally, legitimate criticism.Having said this, however, I believe the blog is not the most appropriate channel to address these issues in the detail they deserve - which is why I urge you to apply to our customer service desk at customerservice@mandarinaduck.com , where you will find qualified personnel happy to provide you with the assistance you require.
Take care

]]> By: Kitty http://duckside.mandarinaduck.com/free-to-fly/#comment-109 Kitty Wed, 21 May 2008 08:42:39 +0000 http://duckside.mandarinaduck.com/free-to-fly/#comment-109 Just as I was browsing your online shop then i thought of reading the blogs here. Eeeew! This turns me off. Obviously, the customer has gone out of his way to resolve the issue but ducky's reply doesnt help at all. Its so obvious that Scottish Girl has professed her loyalty to your brand and you give her this kind of response! I feel sorry for this company and its attiude. It couldve been just replaced or offered her something else. I pity Scottish Girl re the stress she's been through. A macbook is a beautiful thing, unfortunately i cant say the same thing for MD seeing the response above. Why give her the cust service email when she has already been refused help? Your level of customer service is appalling. Good luck to Scottish Girl. Just as I was browsing your online shop then i thought of reading the blogs here. Eeeew! This turns me off. Obviously, the customer has gone out of his way to resolve the issue but ducky’s reply doesnt help at all.
Its so obvious that Scottish Girl has professed her loyalty to your brand and you give her this kind of response! I feel sorry for this company and its attiude. It couldve been just replaced or offered her something else. I pity Scottish Girl re the stress she’s been through. A macbook is a beautiful thing, unfortunately i cant say the same thing for MD seeing the response above. Why give her the cust service email when she has already been refused help?
Your level of customer service is appalling. Good luck to Scottish Girl.

]]> By: ducky http://duckside.mandarinaduck.com/free-to-fly/#comment-102 ducky Wed, 14 May 2008 08:16:33 +0000 http://duckside.mandarinaduck.com/free-to-fly/#comment-102 I'm always sorry to read less-than-entirely-positive comments on our products and - as a company - we always strive to offer the best quality to our customers, and service to match. Claiming, as you do, that you are being neglected or disregarded by our Customer Services is not right: your complaints were received and promptly responded to. We regret not to be able to accept your claim that the problem to your laptop was caused by a manufacturing defect in our sleeve: that is simply not the case. Failure to receive the answer you hoped for is not quite the same thing as failure to receive any answer. I'm sorry for the problems you experienced with your laptop, but, in fairness, we do not believe they can in any way be attributed to our company's products and practice - hence our repeated replies to this effect. I'm confident this issue will not modify your opinion towards our brand and products .For further information please contact directly the customer service at the adress customerservice@mandarinaduck.com Kind regards I’m always sorry to read less-than-entirely-positive comments on our products and - as a company - we always strive to offer the best quality to our customers, and service to match. Claiming, as you do, that you are being neglected or disregarded by our Customer Services is not right: your complaints were received and promptly responded to. We regret not to be able to accept your claim that the problem to your laptop was caused by a manufacturing defect in our sleeve: that is simply not the case. Failure to receive the answer you hoped for is not quite the same thing as failure to receive any answer. I’m sorry for the problems you experienced with your laptop, but, in fairness, we do not believe they can in any way be attributed to our company’s products and practice - hence our repeated replies to this effect.
I’m confident this issue will not modify your opinion towards our brand and products .For further information please contact directly the customer service at the adress customerservice@mandarinaduck.com
Kind regards

]]> By: Scottish Girl http://duckside.mandarinaduck.com/free-to-fly/#comment-99 Scottish Girl Fri, 09 May 2008 17:37:11 +0000 http://duckside.mandarinaduck.com/free-to-fly/#comment-99 I have a problem with my Mandarina Duck laptop sleeve and the people at Customer Services are now ignoring me. I'm looking to anyone at Mandarina Duck who can help me. I love the brand and own two of the products but lately, one of them has caused me a serious problem. I got the gorgeous red laptop sleeve and have been using it for a month now - it has, very sadly, stained the base of my MacBook black. It's horrible - it's a new laptop, around 6mths old and I'm devastated to find it looking so terrible. I bought the beautiful case to protect it and all it's done is damage it. I can't clean it off either - it's not coming off. I wrote to customer services, very upset, to get them to help me with this but they refuse to take any responsibility for the problem. I'm shocked at this - I had heard that MD are renowned for their service but I'm being passed off. They will not do anything and say it's not a manufacturing fault (it clearly is - those at the shop where I bought it say it's a manufacturing defect, those at Apple where I got the MacBook know it's a manufacturing problem with the sleeve). Please, can someone help me. I spent a lot of money on this laptop as I use it all day, every day, for work. I look after it but now the casing is spoiled. I need to have this issue addressed. If you can help please leave a comment in reply to this asap. I have a problem with my Mandarina Duck laptop sleeve and the people at Customer Services are now ignoring me. I’m looking to anyone at Mandarina Duck who can help me. I love the brand and own two of the products but lately, one of them has caused me a serious problem. I got the gorgeous red laptop sleeve and have been using it for a month now - it has, very sadly, stained the base of my MacBook black. It’s horrible - it’s a new laptop, around 6mths old and I’m devastated to find it looking so terrible. I bought the beautiful case to protect it and all it’s done is damage it. I can’t clean it off either - it’s not coming off. I wrote to customer services, very upset, to get them to help me with this but they refuse to take any responsibility for the problem. I’m shocked at this - I had heard that MD are renowned for their service but I’m being passed off. They will not do anything and say it’s not a manufacturing fault (it clearly is - those at the shop where I bought it say it’s a manufacturing defect, those at Apple where I got the MacBook know it’s a manufacturing problem with the sleeve).
Please, can someone help me. I spent a lot of money on this laptop as I use it all day, every day, for work. I look after it but now the casing is spoiled. I need to have this issue addressed.
If you can help please leave a comment in reply to this asap.

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