Dear NL people.

Let me first apologize because this post will be long for detail and veracity sake.

I have to say that after reviewing the company in the subject, Disappointment quickly comes to mind, coupled with pent up rage and frustration.

I challenge Anaele iroh @irohadis and mike ikem umealo to respond to this post if they see any lies or want to defend their administrative/management style.

Like all good stories i will start at the beginning.

When circuit Atlantic started, they were excellent. They delivered on time with timely updates.

As business got better, they got worse, they didn‘t scale accordingly.

Its like a sad love song where i kept hoping that things will improve and they kept disappointing, my last package before this nightmare took quarter of a year to get to me, after almost daily calls and uncountable mails.

Unfortunately for them, they are their own worst enemies.

This is the root of their crisis: They don‘t understand the difference between customer satisfaction and patronizing service.

if a large percentage of your mails start with " we are sorry for your inconvenience " then you have a very big problem.

See they are supposed to be a logistics company but they misunderstand what service failure actually is.
It is not enough to get the package to the customer, but you have to get it to him in a timely fashion.
So mike, every time an airfreight package takes longer than your advertised 15 working days for any reason whatsoever, your team has failed. Thats the hard truth.

lets now review my latest order.

I made an order on the 15th of June, i have sent over 40 emails, a lot of which were unanswered.
Ive called your office to the point i am on first name basis with your staff, and i have come to the understanding that they are trying to do their best, but their hands are tied.

I cannot accept that your Nigeria office cannot tell your US office to produce something that one of them in the US signed for, with a time bound deadline.

The fact that paying customers are getting so frustrated with the service that they abandon their items in your care is the worst kind of advertisement you can get.

I'm sorry but changing the name of the company wont help, memories are long.

If you want to see how much customers decry your service, search here on nairaland for circuit atlantic or shippy me, the same problems that customers complained of before mike was brought in, we are still complaining of them.

Here is what i think you can do to patch your leaking roof:

1. make restitution to the people you have erred; if you go through the shippy me customer care page here on nairaland there are dozens of people that you have genuinely wronged. People like @twinskenny, @MrsNaira, @frisky2good, @princemiah, @ginger81, @yomazon, etc just to name a few. There is nothing that can kill a business as quickly as ill will from one time customers, ask ajinomoto if you doubt it.

2. put a response time frame on escalations and packages in distress; the absence of a hard resolution time on PIDs is what makes packages to enter elongated time without solution. in logistics Murphy‘s law is inevitable, hence plan for it. Where i work, when an item is escalated you have 2 hours to give a report on it, and we dont know where it is is equivalent to take the cost from my salary.

3. create a conflict resolution personnel, whose job is to make sure that you dont have to send "we are sorry for inconveniences mail". if there is a problem, solve it before the customer starts asking about it. your sorry is useless to the customer, tell him how you are either fixing or have fixed the problem.

4. stop patronizing the customers. the correct response for where is my package is not "we have escalated to the US team". you have not answered the question or alayed the customers fears of loosing his item. a good response is "the US team are rechecking the warehouse, we will update you in two hours". that way the customer knows his item is been searched for and knows when it should be found.

5. update your customers frequently and timely. if you need another 2 hours, send the customer a mail or call him. dont wait for him to call you and remind you that you said you would update him, its unprofessional.

6. Finally, your US team and Nigeria team should be on the same page, daily reports are compulsory. You are a logistics company, act like one.

I wish you best of luck as you find my ipad and send it to me as i dont consider it funny that i have received a screen protector and casing while the ipad that you have been looking for, for over 2 weeks before your issues with the NJPD came up still remains officially not missing.

If Anaele Iroh or mike umealo dont bother to respond to this post, then you will be proving that you dont have the wellbeing of the company at heart.

the proverbial ball is in your court.

my people.

I pray that we all get our packages in record time o.

But seriously, the fact that we have to PRAY for something we payed for (including product safety and delivery guarantee insurance) on is cause for serious concern init?

Doesn't scream professionalism to prospective customers.

They say they were not ignoring my calls after calling 49 times, they called me once.
please find below the screen shots

and also the screen shot showing they were online yesterday o, but have made NO effort to Prove me wrong.

o gbulam ike
o ti sun mi

my people.

the matter don enter season two o.

after leaving these people more than 40 missed calls and nobody picking or calling back, and sending 3 more mails with nobody responding beyond auto response, i beg my guy say make i'm go the office for yaba.

Omo, im in the service industry so i sabi the same playbook weh dem dey take wash customer, dem set me and my guy to tumble dry settings.

i first ask dem say where my iPad, dem say it was never lost ( c wash ), say e been dey dia US warehouse, say dem get issues with their systems, say dem go ship am next week.

Akuko, i ask them say make dem skype dia US office show us the iPad, dem say the US people no come work.
i say okay, say make dem tell the guy for US say make im snap am mail the pix to us as proof of presence, dem say by Gods grace say if the guy come work on Monday im go do am.

Una don hear that one before, say for something weh i pay complete for, i no dey owe anybody, dem dey tell me BY GODS GRACE.

all my brain cells just fry when she talk am, i begin shout o.

Abeg make we reason this thing small.

If they are not lying, why has it not been shipped for the past 2 weeks (10 WORKING DAYS), or updated on the dashboard for the past 2 weeks?
if it has not been stolen, why were they not picking my calls or responding to my emails?
if they have it with them in the US office, na small thing to tell dia US staff say make im go snap am send even on Saturday to put my mind as a customer at rest?

OBVIOUSLY I AM BEING LIED TO BY PEOPLE I PAID MONEY TO DELIVER A SERVICE

when i calm down dem come dey tell me say if i want say dem go refund me my money in naira on Monday.
Alarm begin blow again for my head.

Wait first, think about this for a minute, if them neva loss am and e dey dia US office, they will never agree to refund me my money as they will see it as a loss, dem go chop the iPad?
If una scroll up, una go see one guy weh for months dem neva give am im items or im money because im neva pay complete for shipping and dem get the items with dem, say make im pay complete to collect im item, no room for refund.

Secondly, dem say dem wan pay me my naira equivalent, this one weh dollar dey rise.
Olosho, its not enough that they have lost my iPad and delayed me for 2 weeks and counting, now dem wan come short my money on top.
i tell dem say make dem no carry me play o. say if dem no wan deliver my iPad, say make dem return the Dollar equivalent to me because i paid the dollar equivalent of the item to them, na dia negligence cause all this wahala. dem no gre, i say then make dem gimmie proof say dem dey with the items.

As for my kindle, omo, i taya for these people o.
Since 26th weh dem receive the wrong one, dem still never return am to amazon to collect the correct one.
When i tell them say their staff dey incompetent, dem say i dey insult them.
I swear for my company, if u suppose do something by 26th weh be say by 30th you neva do am, by 1st you go join the unemployment queue.
Abi dem wan say na dia systems weh dey down stop them from returning the kindle?
Or whether the systems dey down since the said 26th?

This is criminal negligence.

finally we settle say on Monday dem go mail me proof of their being with the iPad.

How much una wan bet say on Monday we go hear another story?

From High BP and depression, i don dey develop hypertension and rage issues.
If dem gimmie tori on monday and i go dia lagos office, Somebody go bleed o, because i no fit pay you this kind money make you come dey lie to my face o. Anybody weh sabi dem, warn dem o, na like this Boko dey take start.

Omo, Nairalanders grab your popcorn o.

This one na james cameron thriller.

I am an old customer of Circuit Atlantic. I have been using their services for over 4 years now. I've convinced over 50 people to use their services sef. I'm loyal like that.

On the 15th of June, i ordered for an iPad air 2, iPad air screen protector, iPad air casing, solar controller and a kindle paper white.
I no know say i don enter one chance o.

You need to understand that the iPad air 2 and the Kindle paper white constitute 98% of the total cost, so you can imagine my shock when i received mail that everything else had arrived apart from the iPad air and kindle.

As a long standing customer i no wan gre say rough play don enter, i sent them mail say abeg make them track the remaining 2, say wetin i wan carry casing and screen protector do if the iPad no dey dia.

Dem tell me say dem dey track am.

Omo, where i work we use both UPS and DHL to move parts so i know that tracking a package na small thing.
Fortunately for me i bought everything off amazon and amazon really makes shopping easy for the user, they tell you when to expect the package and will even gift wrap it for you if you want.

After some 10 mails, a lot of which went unanswered, phone calls every day to hear the same thing, "we are tracking it", i come finally speak with a guy with above basic communication skills.

Na when dem come finally tell me say amazon talk say dem don deliver am to the warehouse.

Omo that friday my mind sweet me die, sake of say na delivery remain.
Only to call on monday, dem say dem dey fyn am for dia warehouse.

My people for 2 weeks now dem don dey fyn am for dia warehouse o.

for my office we get warehouses weh dey do stockcount every few months, i mean big warehouses with shelves from wall to wall filled with packages, na 4 hours dem dey take do stock count o.

i come dey imagine whether na 1 local govt weh Circuit atlantic take do warehouse weh b say na 2 weeks to find one item.

that's just gbege number 1.


my kindle paperwhite went out of stock so i had the opportunity of getting an upgrade.

Omo, finally dem call me tell me say na the out of stock own weh amazon deliver o, say na me go pay to return am to collect the upgrade that i opted for.

i use amazon so i know the only way that kind of error can happen is if the procurement guys didn't cancel the out of stock order to place the new order (infact my dash board shows that they still have not ordered for the new one)

To avoid fight, i agree say i go pay, dem say dem go send me mail. today go make am 3 days now, i still dey wait for mail. if them come send am back as unused instead of wrong order as time dey go, who una think say go carry the extra bill ontop? i taya o.

that's gbege number 2


finally, the casing and screen protector and solar controller weh i don pay for dia shipping complete for 2 weeks now still dey dia hand o, dem never ship am come o. 2 weeks o.


I don develop High BP on the matter.
My Doctor tell me say i dey clinically depressed.
over N170,000 i don spend o, of which when i pay for sending back the Kindle Paperwhite, i go still pay more.
If i tell u say i neva taya, na lie.

worst part now, dem no dey pick my calls or answer my mails again.

SOMEBODY HELP O
my order number is 1506152895