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Why We Are So Strict with Policies

Why We Limit Customer Service

You may look at companies and say "Wow they have the best customer service, I want to buy from that company." It might make you feel good, but they are the worst company to buy from.

Let's Look at the Math

Some companies use cheap outsourced labor, but a small company has to use the people they have. So what is the cost of that labor? Its whatever that person can be doing if they were not handling this customer service request.

A professional audit of our company determined that the cost of the most simple request was $75. If there were 10 of those in one day the cost was $750 per day.

Some people will say "who cares that is the cost of doing business?" What that means is that everyone that purchased that day paid for that cost.

If we sold 500 DVDs that day, and you bought 100 DVDs. The cost to you was $150. You paid for $150 in customer service and you didn't ask for any customer service.

This hardly seems fair.

For this reason we eliminated any customer service that was not 100% necessary.

Things We Do Not Do
We Do Not Swap Items on an Order

You can't place an order and then ask for us to swap an item out.

This isn't like a store where you say "hey i bought this green one, can I have the red one?" The person takes the green one puts it on the shelf and then gives you the red one.

That isn't what happens.

What has to happen is about 30 minutes of labor. If you ordered 5 DVDs. The profit on those 5 DVDs was about $8.

You are asking for about $150 worth of service.

You didn't pay for that and if you demand it, what you are saying is that you want everyone else to pay for it and we can't allow that.