Cultural differences between buyers and doll companies

I feel that each party should try to understand the cultural background and reality of the other. These things should be taken into account especially when considering language and time. What may seem long for one may seem proficient for the other.

However, when a person buys from someone there is an understanding that product will arrive in a certain condition. This condition may be explained on the companies website (or personal auction depending on circumstances) or may just be understood. An understood condition includes the item not being broken. For some, broken maybe yellowed for others it may be more sever. One should explain to the seller that this is not what one (the buyer) believed they are getting. If misunderstandings arise and one can not come to an agreement, then a third party (such as a credit card company or Pay Pal) should be involved as they may come into it non-biased.

Cultural differences can only account for so much (like time and proficiency), beyond that a consumer should be able to get what they paid for.

 

Good topic!

Hehe, maybe I'll be hated for this, but I have strong feelings about this:

I believe that if the company wants to sell to a different country/culture, they need to attend to those customer's wants. If the doll arrives in an unsatisfactory condition to the customer, then they should to be compensated somehow. If the order is taking FAR beyond the acceptable timeframe to arrive, then someone better be working their butts off to make that doll. If the doll breaks under normal conditions, you deserve a replacement part, free of charge. I'm beginning to wonder if these are "american" ideals, since it seems that many doll companies don't "play by these rules", or are reluctant to do so? Maybe it's just a case of a small business not being able to afford to live up to these expectations...? Can anyone in another country shine some light on this for me??

Here's a good example of what I mean: I had to go through a lot to get a replacement part for my Megu, who had that infamous knee break. I wrote them an email explaining the break, but to no avail. All they told me was that maybe her stringing was too tight, and that I could pay for a part if I wanted it. But I didn't feel that I should have to pay for a replacement part when the break happened because of a defective design. I finally got a replacement for her when I went to see the Doll Doctor at NYC Dolpa2, but at first they wouldn't replace my other two friend's legs as well. I had to really plead with them to replace my two friends broken legs.

In the end, Volks did well on their part by doing the right thing and replacing the faulty part. That we had to plead to get the parts was a little annoying though. So all in all they did very well by replacing the parts, but I don't think they expected to find people bringing them defective dolls and requesting replacements.

Maybe I sound a little bitchy, but I pay for a doll with certain expectations: that it arrive in a timely manner, that it be of an acceptable quality for the price I paid, and that it not break under normal circumstances. I don't think that's unreasonable. And if a company wants to market to a new culture, then they need to adapt to that culture. If they don't, then I can always buy from someone else.

 

I think it goes both ways. If a company want to sell to another culture, then they should do research first so that they have a clearer idea of what their customers will expect. On the other hand, the customers need to have some patience and realize that there is a learning curve, and no matter how hard people might try, there may be some cultural differences/opinions that are difficult for one of the parties to understand.

There are some expectations that to me, anyway, should be pretty basic--the doll will arrive undamaged; if there is a problem with getting it shipped out the company should keep the buyer informed, and so on. However, it is also the customer's responsability to read all the information and ask any pertinent questions before ordering.

 

I have always been treated with respect and consideration by the Asian doll company representives and I do the same with them. Once or twice I have had problems that needed to be addressed, but I approached the doll company as I would a friend if I had a misunderstanding with them. I think in the US that we are accustomed to the theory that the squeaky wheel gets the grease and I, unfortunately, have had to throw a hissy fit and threaten legal action more than once to get US companies to admit that they were at fault to get a problem corrected. I have noticed that the Asian doll companies are much more polite and willing to work with me. I appreciate the cultural differences and wish that US companies were more like the Asian ones. I would hate for them to be like ours.

 

I haven't seen much myself as far as cultural differences that come into play with purchasing dolls other than an exchange rate.
The basic relationship between customer and merchant will always be the same, no matter the culture. Customers come first, and it's the job of the merchant to supply the customer with what they need or have requested. Politeness and the ability to communicate well with the customer is a vital part of all business transactions. Pleases and thank yous will always be an integral part of this. (Atleast, of any worthwhile business.)

On the note of premature yellowing, broken parts, ect, there really isn't anything I see that ties in culturally here. A good product is a good product, and a bad one a bad. No matter where one lives, they should expect quality over a product that costs them much of their paycheck. If it isn't worth the money, then the consumer won't buy it, or if they had, would send it back.

 

There are communication issues that are cultural, but for the most part the expectation in any culture should be that if you buy something it will be of good quality.

One note I have noticed that helps when something goes wrong is not really cultural but sub-cultural: Doll companies are run by fans, not by businessmen, as far as I've seen. Which means that aggressive approach often won't work well because they will balk at it, passive approach won't work because they will try to save face - the most effective approach seems to be honest and friendly - to say "I am so sad," will move them, to say "Are you ok?" will make them feel there is a mutual relationship.

In many Asian countries long-term relationship is critical. Some Asian businesses can discount buyer concerns because they don't feel a long-term relationship with that buyer. (Yes, as I'm sure you'll note, that is not good for long-term business, but a fan is not always logical.) Short cutting that entire mess to get to a personal individual relationship is very beneficial - it is a method I have successfully used in the past working with Korean vendors of other goods as well. You want to be a friend, not a faceless purchaser. I would note, this also helps get a lot farther in many American company phone trees too - I've gotten a lot better service in many cases by sympathizing with the person on the phone tree.


BtA

 

I don't think that things like premature yellowing, broken parts, defective design, etc. ARE a matter of cultural differences! If people try to hide behind that, suggesting "Oh, it's a [nationality] company, you have to expect a fair amount of [problem]"-- that's just unprofessional.

Any sales transaction should involve expectations of decent quality & workmanship. And I don't think there's anything particularly American about such expectations, either. When you're paying hundreds-- or thousands-- of dollars for a doll, the company that made it should stand by its work.

If the company has a clear policy on what they will/won't cover in repairs or replacement, then both sides should stick to that. For a problem that's unforeseen, but egregiously bad (a certain company's failure to take responsibility for a certain disintegrating tan doll, that springs to mind), a company should still step up to the plate & stand by its workmanship. But, Bekka_Alice has a good point: many of these little companies aren't run by 'businespeople', so sometimes they haven't thought to write down clear policies & terms of service. That's probably where so much of the confusion & bad blood comes from, when I hear about problems people have getting repairs or replacements for dolls or parts.

Of course, no matter the culture, both sides should exercise common courtesy & reasonable patience in the first place, which goes a long way to avoiding trouble. Universally.

 

I'm of the opinion that consumers need to be aware that cultural differences can impact sales practices when purchasing from other countries. With that in mind, buyers should educate themselves on individual company policy before purchasing and not just assume that because that's the way business is conducted in a certain country, that's the way it will be conducted in every country. Cultural differences definitely impact local laws...not all countries have the same buyer protection policies (if any).
That said, and notwithstanding buyer protection laws or lack thereof, most savvy companies quickly learn that bad customer service will hurt their profit margin and will adjust their international sales policies accordingly, no matter which country they're selling from. Companies that ignore customer expectations or concerns don't usually stay in business very long, at least not internationally. The bottom line is...money usually talks, in any language.

 

Well, im from the Philippines and since we've been under the west for longer than we should have, I can somehow see the points. I think there are definite cultural differences and it can come to misunderstandings because of a language barrier. However, I don't think sub par customer service should result from it. Business is business. However, I think the best way to go about it is through a lot of patience and understanding.

nakitama, I understand your point about the replacement part, but I think most of the time here we go by an understanding of once it's in your hands, it's your responsibility and the company won't be liable for damage anymore. Anything beyond that has to be paid for, I believe.

BekkaAlice Yup, most Asian companies like having the feeling of regular customers and sometimes become partial to them. Here in the Philippines we call it the "suki" tradition; that is when a customer is a regular at a certain shop and maintains a good relationship with them. If lucky, we get discounts at times or the company can really go out of their way to help in a problem. Sort of like priority. ^^

Just my 2 cents. I'm not sure about company policies since I'm just a girl from the Philippines, but this is what I've noticed. ^^

 

Cultural differences really isn't any sort of real topic. In my understanding and experience from doll companies (the one I interact the most with being Dream of Doll) I truly believe it's the buyer's duty to make sure they get all the info and kinks out of the order. If a doll item comes to someone prematurely yellow or somewhat damaged, that isn't exactly because the company is from Korea or Japan. That has nothing to do with why the doll came a little damaged. I don't exactly understand this debate, considering that's like saying anyone ordering from an international doll site is gonna get screwed.

Doesn't that happen everywhere? No matter who or what your culture is?

From my experience, I haven't had anything wrong with my doll or my good friend who has two doc boys of her own had no problems. I can understand a miscommunication happening over--let's say... outfits or type of doll or face-up or whatever. But I can't see Dream of doll, as a kind, very involved and professional company going, "Oh, since this is going to America, we'll just shove it into a box and throw it out the window before sending it off" O_o;;

Most people get a damaged good. Unfortunately that really -isn't- the company's problem. Once they get payment and the doll is shipped out, that really is the buyer's responsibility from that point on. Luckily, most companies, like DOD are willing to replace most damaged items (like chipped fingers on a hand or something) for just reshipping it alone, which in my opinion is both very kind and selfless.

I don't see myself ordering a doll from Korea and getting screwed over because I don't speak Korean. Granted, these companies -are- doing the best they can to help provide international buyers with the products they love. I think I can only be held accountable for whatever happens during the order. I can't expect them to listen English just for me. (But I do appreciate most sites having the English section of the page.)

That's just my opinion about it is all.

 

Considering that there is seldom a choice of shipping company, given that the buyer had no involvement in how the item was packaged, how is it the buyer's responsibility? So, by your statements, if a company sent my doll via seamail, wrapped in brown paper, that would be my responsibility? Commercial entities are seldom kind or selfless, and in my opinion, depending on their charity is just asking to get ripped off.

Something that people are quick to bring up when someone complains about the price of dolls is that they are luxury items. Yes, absolutely, they are. A doll company is not doing me a favor by selling me a $500 piece of resin. Yes, it's true that some of the doll companies are very small and run by fans, and in many cases are the work of just one person. In those instances, I can understand perhaps giving them a bit more leeway. You're ultimately working more with an artist's workshop, or an individual, as opposed to a true company. But, that applies more to places like Elysium, Pupa Paradise, and possibly some of the more 'medium sized' ones such as Bambicrony, Peakswoods, Notdoll, etc. The big companies? Luts, Volks, and yes, I think DoD would fall under that, no way. They're businesses, not hobbyists, and they're in it to make money. Nothing wrong with that, but there's no reason to be anything but truthful about their intentions.

If I buy a Mercedes, then expect there to be value for the money I spent. If there's no quality or customer service involved, then why would I shell out for one when I could go down the street and buy a Kia?

There's nothing wrong with having a friendly and mutually beneficial business relationship with someone. However, at the nuts and bolts level, it's still a transaction. A doll company wants your money, and it is your job as a consumer to assure that you receive value in return. If that attitude makes me an entitled American, so be it. I work hard for my money, and have firm expectations of what both my rights and responsibilities are as a customer.

 

I am in the same boat as Israfel: I fail to see where the debate is.

Quality (relative to price, of course) has absolutely zero to do with cultural differences. How business is conducted and how companies deal with their customers may differ but that's not the "debate" issue at hand here. It's about the quality of the end product.

ANY company worth their salt is going to do their best to see that the items a customer wants arrive unharmed. Unfortunately stuff happens, but like Israfel said, a damaged good arriving isn't really the company's responsibility. After the package has left their shop, it's out of their hands.

Nor is it - in my opinion - the company's responsibility to provide FREE replacement parts in case of damage. Many times they DO provide free replacements, and it never hurts to ask, but I do not think it should be expected of a company.

To that end, in my experience, dealing with goods and services in both Asia and Europe (not just dolls!), I would have to say that there's a bit more attention paid to customer service in these parts of the world (I'm in Europe atm) than in North America.

Still, apart from that, there's not really much of a debate there.

 

I'm really mystefied on the thought that if the shipping service breaks the doll, it's the customer's responsibility.

I can somewhat see that defective design and breakage that occurs from that later on can be thought of as the customer's problem, but not shipping damages.

 

Unless the company very clearly states that 'Broken dolls will not be replaced', I don't see any reason why the customers should be the ones to bear the brunt of the replacement. The doll has not even reached the customers' hands. If the company is as professional as they should be, there should be some insurance on the thing they're selling (included in the usually not at all cheap shipping charges). Possibly, the company might also be to blame for lack of care when packaging and should take responsibility. But the customer who has not laid hands on the package shouldn't have to be responsible for what happens in transit.

Having experienced a few different cultures, I have to say that it does impact business. There are some cultures where 'The customer is always right' is not actually their main policy. As mentioned by others, in certain cultures, long term customers often have privilege over others (something frowned upon in other cultures) and some companies have a certain expectation from their customers as well.

In the end, I think it's a compromise between both parties. I believe the companies have to be aware that if they want to deal with the international market, they have to adopt some of the international policies. Just as the customers should be aware that if they want to purchase from an overseas company, there will be differences in the business practice that they are used to. However, I really don't believe that customers should roll over and excuse every single thing that a company does to be caused by cultural difference. Sometimes, a bad practice is a bad practice, regardless of culture.

 

The quickest way that things get fired up between a company and a customer is because the customer e-mail looks like this:

OMG! I got my doll today and b4 I even unwrapped her I notice her arm was broke!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Can I get a replacement arm from u?


Stay professional and you are about a billion times more likely to get the response you want, as well as about a billion times more likely to be understood in the first place.

If you are curious, type what you want to say, then use babelfish, translate into another language, then translate /that/ back into English and see if it still makes sense.

 

While I certainly don't think you'll be hated, I really have to disagree about the attitude listed above. But then, I'm in a business that deals with Japanese sellers and American (and worldwide) buyers and there is something unusual culturally that I think many people are not aware of.

I think you clearly stated the American position of the buyer. The buyer is the one with the power, and the seller should do what they can to satisfy the buyer, whether the buyer is being reasonable or not (I am NOT saying buyers are always unreasonable or even that the buyer's problems are unjustifed, just stating the usual 'customer is always right' attitude of the US).

In Japan it is the EXACT opposite. The Japanese seller is doing you a FAVOR by selling to you and if you don't like it go somewhere else. Some Japanese stores have actually gotten in trouble with international treaties by saying they will not allow foreigners into their shop at all (considered to be racial discrimination as defined by the international law).

I can't tell you the number of times we've had customers say "Oh I decided I didn't want this and I won't pay for it now" or "This isn't what I expected I want my money back (when we explain that the description states quite clearly what it is... they were just going from the photograph... ;_;. We've had customers commit fraud against us in a number of ways and have received heaps of abuse from both buyers and sellers.

But, after all, that's why we have a business... If it were easy for Japanese-style sellers and American-style buyers to interact, then there would be no need for our service. So, we try to compromise, and say the buyer is always right (within reason) and the seller is always right (within reason). We have Japanese staff do all negotiations with sellers and American staff do all (or almost all) negotiations with buyers so that the people who are most familiar manage the aspect of service they work with.

What would be IDEAL is for companies to have a representative of the 'other side' to sort of help translate. One of the fundamental problems is that both sides are absolutely convinced that theirs (buyer is always right or seller is always right) is the ONLY logical and reasonable way to do things. In an international market both buyer and seller have to change their attitudes slightly for business to run smoothly.

Which is not in ANY way to say that the buyer should accept damaged or subpar goods and lousy customer service. A certain amount of understanding should be given because many of the companies (especially the small Korean studios) have a few people trying to do more work than they're capable of. That doesn't mean that you should just go "Oh well, write that one off" (Like I did with Angel Region. I just didn't have the time to keep after them until they delivered my order. So they kept $80+ of mine and lost a customer forever.) Persistance is key to getting satisfaction, I've found. Many patient, calm, professional emails can resolve most problems. But, there really is a cultural difference (not on what is good quality and not but just in terms of general customer service) and if we take that into account then it's a lot easier to navigate the blooming international marketplace.
Hyla

 

I'm not sure how much culture can really be taken into account when dealing in an international market. Maybe I am naive, but I have never dealt with a customer or company (those buying parts for their products) who expected to get items which were not as described or broken. That's just bad business.
As far as the protocol to replace those items, while haggling or persistent negotiation to get it fixed may be "cultural" the end result is usually the same:
If you want to keep the customer, you will fix the problem. If you don't care, you won't. If you cannot fix the problem, but still want to keep the customer, you will offer something else to try to placate and "make things right".
I believe this is a pretty universal concept.

In recent personal experience, I've been dealing with a supposed dealer in Japan who sent a head which clearly did not match the tone of the body. I have gotten EVERY excuse in the book...
1. I personally check, it matches. (No, it doesn't and I took pictures to show you.)
2. Different company makes it (Um no... asked the company in question.)
3. Resin batches differ in color (Yeah, realize that, but this is OBVIOUS and the item pictured in the sale MATCHED)
4. Matching head out of stock (So... why did you sell it then?)

And the banter goes on... but I'm not sure I can call this cultural differences in what is satisfactory or just someone being dishonest and stepping all over their lies. Hm...

 

Am I being really naive in the belief that when I buy a doll from a large company- it is not being insured? I feel like the biggest idiot if that is so.
What if the item doesnt come at all- whose fault is it then?

Meanwhile I just wanted to bring up the idea that an item that is shipped ems is being carried at some point by the united states postal system, and that system has fraud help built in. If an item is 30 days late from expected delivery , or doesnt come as described- you can ask the USPS to become involved in getting some resolution. And I believe this is international. I dont know how much power they have over international companies- but it is a bit of a failsafe. I would assume if you received a doll that was broken, or obviously not the color that was described that would be somewhere you could go.
So it is not just about cultural difference- it is also about the laws that go along with those cultures.
I do believe from now on I will ask before I order if it will be insured during shipping- my god what are we paying 60 dollars to ship a doll for if that is not included.

 

Well let me interject a big bollocks right here. I had my Kuuta go missing from Kerbey Lane last October and the PO has denied their claim of insurance once already and I'm still out the $$$ I paid for him.

And there's nothing cultural about this one.

I wonder what the insurance is for since no one gets paid on it when things go pear shaped.