APMEX survey was a scam

[phideaux]

Last week I received an email that promised a "free gift" upon completion of their customer survey.

What a scam. There was no free gift - what you get is "free shipping" on your next order. THAT IS NOT A GIFT!

I guess enough people, including me complained, and this is APMEX's response. Still no gift, you get entered into a drawing. BFD! APMEX is off my PPVL "personal preferred vendor list."

Dear XXXXXX,
Last week you received an invitation to participate in a survey. The survey email suggested a free gift for your participation. Since then, we have received a number of complaints about the free shipping offer from people that completed the survey.

We apologize for any misunderstanding.

There was never any intention to deceive you with the free shipping offer. From time to time we solicit customer feedback via surveys and simply wanted your perspectives on investing in Silver. We use this information to better serve you in the future.

APMEX is committed to providing the highest level of customer service and the highest quality products. We are indeed sorry for anyone that may have been upset by the offer. We always value your feedback. It will help us continue to provide the prompt, helpful and courteous customer service you’ve rightfully come to expect from APMEX.

Since the survey was anonymous, we cannot write to individual customers that completed it. However all customers that clicked on the survey link will automatically be entered into a drawing to be held on Monday April 23^rd to win a 1 oz 2012 Silver American Eagle. Three will be awarded and winners will be notified the same day.

Thank you for being an APMEX customer.

[Scorpio]

Wow, pretty vicious response,

I don't really give a rats patooey one way or another,

either fill out the survey or don't,

ie you need a bribe to fill out a anonymous survey?

I received the same email, and found it entertaining that so many complained about it,

and good for them, as you can bet the company will review these things more closely for ramifications prior to putting it out there,

S

[EO 11110]

you were hoping for popcorn?

[<===Foolsgold]

Sucker

[Dude]

Would you all have been happier with the gift of a digital star next to your name when you log in?

[TomD]

That's worth around $12, that's gift enough for me. Where's that survey?

[samwiii]

Last week I received an email that promised a "free gift" upon completion of their customer survey.

What a scam. There was no free gift - what you get is "free shipping" on your next order. THAT IS NOT A GIFT!

I guess enough people, including me complained, and this is APMEX's response. Still no gift, you get entered into a drawing. BFD! APMEX is off my PPVL "personal preferred vendor list."

"Free Shipping" would have been fine by me; it's the "with $3,000 purchase" that annoyed me. Call it a special offer, or be upfront and say exactly what the incentive is, but don't call it a "Free Gift" with such a hefty string attached. At least they're willing to make it right by spending $100.

[jogslvr]

They screwed my pooch on the original ATB grading scam/mark up. sorry (not)

[SongSungAU]

I received the survey email but I didn't bother taking it because I figured the free gift wasn't going to be GAE or anything highly valued.
Call me cynical but I just don't believe in free gifts from businesses.

Free shipping on my next order would have been worth it to me. Had the survey simply said "take this survey and get free shipping on your next order" I would have taken the survey.

I then received the APMEX apology email today.
The marketing firm or people could have worded things better and avoided this problem but APMEX responded to the complaints and is trying to make amends.

APMEX isn't the cheapest place to purchase from but they have an excellent online store, I think. And as far as letting you know the status of your order in various stages, top notch.
They are still my preferred vendor.

[southfork]

Yah I took the survey and was a bit astounded the free gift was shipping, what the hey, I would use it if they would lower the prieiums on those new 1 ounce JM bars though.

[sandblaster]

Do to the upset masses, APMEX has decided to hold a drawing for those who took the survey. Winner to receive "1 oz 2012 Silver American Eagle". Drawing to be: Monday April 23rd.

[southfork]

Do to the upset masses, APMEX has decided to hold a drawing for those who took the survey. Winner to receive "1 oz 2012 Silver American Eagle". Drawing to be: Monday April 23rd.

Oh but there will be 3 whole winners, thats a major joke. As you are well aware there's no such thing as a free lunch.

[Cornelius]

I received the survey email but I didn't bother taking it because I figured the free gift wasn't going to be GAE or anything highly valued.
Call me cynical but I just don't believe in free gifts from businesses.

Free shipping on my next order would have been worth it to me. Had the survey simply said "take this survey and get free shipping on your next order" I would have taken the survey.

I then received the APMEX apology email today.
The marketing firm or people could have worded things better and avoided this problem but APMEX responded to the complaints and is trying to make amends.

APMEX isn't the cheapest place to purchase from but they have an excellent online store, I think. And as far as letting you know the status of your order in various stages, top notch.
They are still my preferred vendor.

I agree with the above. I would like to add one addtional thing.

I HAPPEN THINK that FREE shipping IS a gift. Others here do not. Like "Song Sung", if they had mentioned free shipping on next order, I would have taken the survey.

My two cents.

[Ragnarok]

I guess it all depends on how one looks at it. I think most people expect a gift to be a tangible thing, not a service or discount.

Free shipping would be a great "gift" on your next monster box order though!

R.

[lhslancers3270]

I could give a rat's a$$ but a free gift implies you do not have to do anything other than fill out the survey to get something for nothing. Nobody proofreads anything anymore or cares to think what people will think. You can't tell me no one said hey there ain't really a free gift so maybe this isn't such a good idea?

[Tinbox]

I agree with the above. I would like to add one addtional thing.

I HAPPEN THINK that FREE shipping IS a gift. Others here do not. Like "Song Sung", if they had mentioned free shipping on next order, I would have taken the survey.

My two cents.

i think many would of been happy if it was free shipping on any order, but the minimum $3,000 was what upset people.

They got no gift because they aren't going to order $3,000+

[Gcubed]

Maybe a free "postage paid" Wheat Penny was in order?

[southfork]

Maybe a free "postage paid" Wheat Penny was in order?

Yah, a 44 cent stamp to mail a 3 cent penny, mabye they should work for the government. Reminds me years ago used to get a bill for ten or fifteen cents for a balance and stamps were a quarter back then.

[SongSungAU]

i think many would of been happy if it was free shipping on any order, but the minimum $3,000 was what upset people.

They got no gift because they aren't going to order $3,000+

It's bad enough a purchase was required in order to get the "free" gift of "free shipping" but now you tell me there was a $3,000 minimum purchase to get the free gift. LOL! Now I see what chapped everyone about that. The email about the survey was definitely not worded correctly.

"Take this survey AND purchase $3,000 worth of merchandise and we won't charge you shipping." <=== that would be the truth; that's not a free gift at all.

I knew there was a reason I don't believe in free gifts from businesses.

[southfork]

It's bad enough a purchase was required in order to get the "free" gift of "free shipping" but now you tell me there was a $3,000 minimum purchase to get the free gift. LOL! Now I see what chapped everyone about that. The email about the survey was definitely not worded correctly.

"Take this survey AND purchase $3,000 worth of merchandise and we won't charge you shipping." <=== that would be the truth; that's not a free gift at all.

I knew there was a reason I don't believe in free gifts from businesses.

Didnt realize that myself , gota do more reading next time , fine print and all. I think they should send every GIM member a one ounce gold coin to make things right.

[budfox]

I think they should send all of you a toaster or a set of Ginsu knives....

[Cornelius]

I think they should send all of you a toaster or a set of Ginsu knives....

Now dat right der is funny !

[Gold Rules]

I think they should send all of you a toaster or a set of Ginsu knives....

I was holding out for a Wonder Wisk

[Strawboss]

APMEX obviously has no clue as to the types of people their customer base is comprised of. I mean think about it - conspiracy theorists, end of the world nutjobs, survivalists, Ron Paul types, Constitutional scholars, anti-establishment anti-social mad max terrorist watch list wannabes, etc...

They obviously need to do more market surveys to better understand their prototypical customer profile.

If they did understand their customer base - that offer of a "free gift" would have never made it past the initial stage gate review.

[phideaux]

I think they should send all of you a toaster or a set of Ginsu knives....

Throw in a couple of Sham-Wows and I'll take it!

[phideaux]

The bigger point, to which APMEX was obviously oblivious, is that "free gift" has a specific legal definition (which varies depending on jurisdiction). Generally, it means "no strings attached."

And then APMEX compounded the problem with their lame attempt to remedy their first error.

APMEX, if you're still monitoring GIM, howzabout sending everybody who took the time to take the survery a 90% dime? It won't break your bank, and it will help restore your reputation and goodwill with your customer base, and get you out of danger of a Strike Three situation.

JMHO.

[<===Foolsgold]

Throw in a couple of Sham-Wows and I'll take it!

How about a - Lord Barrack Hussein Soetoro Soebarkah Obama Shama-Lama-Ding-Dong the Magnificent Chia Pet?

[Gold Rules]

APMEX obviously has no clue as to the types of people their customer base is comprised of. I mean think about it - conspiracy theorists, end of the world nutjobs, survivalists, Ron Paul types, Constitutional scholars, anti-establishment anti-social mad max terrorist watch list wannabes, etc...

They obviously need to do more market surveys to better understand their prototypical customer profile.

If they did understand their customer base - that offer of a "free gift" would have never made it past the initial stage gate review.

APMEX

is'nt alone

the miners dont have a clue either

all they care about is the funds that invest with them

they dont give a rats a$$ about .....us

[Gold Rules]

The bigger point, to which APMEX was obviously oblivious, is that "free gift" has a specific legal definition (which varies depending on jurisdiction). Generally, it means "no strings attached."

And then APMEX compounded the problem with their lame attempt to remedy their first error.

APMEX, if you're still monitoring GIM, howzabout sending everybody who took the time to take the survery a 90% dime? It won't break your bank, and it will help restore your reputation and goodwill with your customer base, and get you out of danger of a Strike Three situation.

JMHO.

LMAO i got their latest e-mail 3 ..........3 LUCKY folks will win a 2012 SAE next monday...........in response to our unhappyness that their scam was not blown by us .......

That they think we are that stupid

insults me to no end

for me it is strike 3

many of us spend big bucks on our PM's & APMEX nickel & dimes US .......

[Fiat Metaler]

Do to the upset masses, APMEX has decided to hold a drawing for those who took the survey. Winner to receive "1 oz 2012 Silver American Eagle". Drawing to be: Monday April 23rd.

so you have a 1/3000 chance to win something worth $30. that is worth about a penny. pretty sketchy imho.

it would be one thing to tell people clearly that all you get is this or free shipping on a future order up front, but to pretend its something valuable and then give them this is dishonest. which is about what i expected, so i didnt take the survey.

[CopperSilverGold]

I didn't get the original survery email because I unsuscribed from them long ago. I do agree it's deceiving and rewarding 3 ASE's by raffle doesn't fix the problem. APMEX needs to do some damage control. Like someone said, award a 90% dime, or a war nickel or something with tangible value to make things right. I think it would help them alot more than what they think is the right steps, and certainly they will lose more business by doing basically nothing. As a former business owner myself, I would certainly take the loss upfront by making things right in hopes that the returns would far exceed the costs.

[NotTheOne]

Let me get this straight....

Since the survey was anonymous, we cannot write to individual customers that completed it. However all customers that clicked on the survey link will automatically be entered into a drawing to be held on Monday April 23rd to win a 1 oz 2012 Silver American Eagle. Three will be awarded and winners will be notified the same day.

Tell me again, how will they identify the winners if the survey was anonymous?

Since the survey was anonymous, we cannot write to individual customers that completed it

Three [sic] SAE's [/sic] will be awarded and winners will be notified the same day.

n.b. I usually delete surveys and this was no exception.

[phideaux]

Let me get this straight....




Tell me again, how will they identify the winners if the survey was anonymous?







n.b. I usually delete surveys and this was no exception.

The link to the survey is encoded and encrypted to indicate your account number.

I almost always trash survey emails, but honestly the (dishonest) subject line of the mail did attract my attention:

Please Share Your Opinions - Free Thank You Gift

APMEX is full of it when they say in their "apology"

The survey email suggested a free gift for your participation.

It was not a "suggestion". It was a statement, a promise.

[ralleia]

I understand your frustration, phideaux. But the word "scam" generally connotes something far more serious than ten minutes of lost time.

Yes, they were misleading in the statement. But what of TRUE value can you really expect in the way of compensation for completing a simple survey?

It is not as if the company posting the survey can even be assured that survey takers will provide anything of REAL value. Pragmatically, what is being exchanged here?

We cannot expect something of real value without providing a good or service of real value ourselves, no? Expecting something for nothing is a liberal sentiment, and it is not grounded in economics.

If you paid money and got nothing of commensurate value in return, that would be a scam.

This is simply a fairly reasonable economic exchange.

[phideaux]

I understand your frustration, phideaux. But the word "scam" generally connotes something far more serious than ten minutes of lost time.

Yes, they were misleading in the statement. But what of TRUE value can you really expect in the way of compensation for completing a simple survey?

It is not as if the company posting the survey can even be assured that survey takers will provide anything of REAL value. Pragmatically, what is being exchanged here?

We cannot expect something of real value without providing a good or service of real value ourselves, no? Expecting something for nothing is a liberal sentiment, and it is not grounded in economics.

If you paid money and got nothing of commensurate value in return, that would be a scam.

This is simply a fairly reasonable economic exchange.

I respectfully disagree. It is not "something for nothing."

The opinion of a company's customers is worth a LOT to that company (and to its competitiors). Many years ago I worked for a marketing company that designed and implemented detailed surveys and promotions for other companies. My company's customers often paid $50,000+ per project. The surveys were immediately incorporated into new promotional material to maximize sales. it works.

[Tecumseh]

I'm kind of with Phideaux on this one. It just says something about the company to me.

I stopped dealing with them about a year and a half ago and I can't say I miss them. I think most of us understand when you deal with a company they have to make a profit - at the same time you expect to be treated honestly and with integrity and not be taken advanatage of - just seems to me like APMEX was intentionally misleading - it isn't like this is the first time there have been issues with them.

If Scorp runs the survey again they are moving from 4 stars to three stars on my vote.

[TylerDurden]

I understand your frustration, phideaux. But the word "scam" generally connotes something far more serious than ten minutes of lost time.

Yes, they were misleading in the statement. But what of TRUE value can you really expect in the way of compensation for completing a simple survey?

It is not as if the company posting the survey can even be assured that survey takers will provide anything of REAL value. Pragmatically, what is being exchanged here?

We cannot expect something of real value without providing a good or service of real value ourselves, no? Expecting something for nothing is a liberal sentiment, and it is not grounded in economics.

If you paid money and got nothing of commensurate value in return, that would be a scam.

This is simply a fairly reasonable economic exchange.

Your logic here is completely flawed. Providing your opinion IS providing a service. If APMEX was getting nothing of value from doing this survey, they wouldn't have done it.

Also, I'm not sure how what being suggested here is "liberal sentiment" and not "grounded in econimics?" A company wanted opinions, they made an offer to their customers for a "gift" in exchange for those opinions, customers accepted the offer, provided what was asked of them but were unhappy to find what they were promised is not an actual "gift." It seems like pretty basic economics to me.

[Chester-Copperpot]

I wont stop buying from them, solely on this. You can easily focus on the negative side of things, but they do have some positives. There flash 24hr sales are excellent. And they deliver in a timely fashion, never had a problem with any order I have placed with them.

[RichG]

I received the original email. Did not take the survey. I was tempted, because APMEX is usually good on their word, but didn't have the time. Many good points here, but SCAM is a pretty harsh word for a marketing persons brain fart. They should feel the heat, but not every marketing idea is a success... no matter who the company is. Some can blow it out of proportion if they want.... but it does not change the portion or alter what it really is. I am just glad that it is not me wearing this around my neck. I am confident that the person to blame for this is paying for it right now; and rightfully so. One bad idea.

[phideaux]

Hi Rich.

I think "scam" is appropriate.

SCAM: a fraudulent or deceptive act or operation

http://www.merriam-webster.com/dictionary/scam

[<===Foolsgold]

This is weird....I got my free gift today and it was a APMEX SILVER ROUND!

[RichG]

Hi Rich.

I think "scam" is appropriate.



http://www.merriam-webster.com/dictionary/scam

Thanks phideaux. Yeah, I looked that word up also before I posted. I also looked up this word..

stupid (ˈstjuːpɪd)
Definition of STUPID 1a : slow of mind : obtuse b : given to unintelligent decisions or acts : acting in an unintelligent or careless manner c : lacking intelligence or reason : brutish ....... 3: marked by or resulting from unreasoned thinking or acting : senseless <a stupid decision>

http://www.merriam-webster.com/dictionary/stupid

IMHO... a much better fit. They both work. Just a matter of perspective.

[bonedaddy]

This is weird....I got my free gift today and it was a APMEX SILVER ROUND!

Although I do not expect anything from APMEX, you caught my attention so went to the mailbox to get the mail. Nothing from APMEX - just bills

[ralleia]

Your logic here is completely flawed. Providing your opinion IS providing a service. If APMEX was getting nothing of value from doing this survey, they wouldn't have done it.

The company cannot ensure that there are any quality controls in the completion of the survey.

A survey taker may simply check boxes and enter gibberish in the text fields and the survey is complete. Like a test rat simply performing the minimum task to get a treat.

Since there is no guarantee of anything useful--heck, if the survey is poorly-written, then even the most accurate answers will be of value.

There is no guarantee of the company getting anything of value, so I see parity with the "gift" of free shipping--with no guarantee of you getting anything particularly valuable, either.

[Argentium]

While I didn't participate in this, I don't think it is a huge deal; misleading, yes- scam, no. I think APMEX should look more carefully when they run a "promotion". I do very little biz with them, compared to 4 years ago, when they had probably 95% of my PM buys. I think that I got a little smarter/more experienced in the PM game (thanks to GIM!).

I don't have any hard feelings toward APMEX, they probably have got more people investing in PMs, than the rest of their competitors combined. I have always got what I paid for and I still buy from them 2-3 times a year (GIM rounds, Hot "Deals", which sometimes are actually good deals!).

YMMV

[shakes]

As a Marketing Manager myself, I thought the "reward" they offered was very poorly thought out. Either don't offer one, or offer one that appeals to everyone taking the survey.

Just my take on some random things in the thread above----

They weren't getting anyone's personal information from this---it was a survey monkey set up if I remember correctly, those are about the cheapest way you can go about doing something like this.

With a targeted email like the one they sent out, they probably didn't have to offer any reward to get people to fill it out, they already have a big database of gold and silver enthusiasts, they would have probably captured a fairly significant sample size regardless of any offer. It's different if you don't have a targeted list, but when you have "fans" of a particular product that you offer, or a significant following for your business which I imagine they have, a good % will respond regardless of whether there is any promotional incentive.

That being said, if they are going to offer something, offer something like free shipping on the next order regardless of $ amount. All they did was piss off a bunch of consumers that thought they were going to get some value out of taking the survey, and I imagine not a high % of people are ordering over 3M at a time when compared to their overall orders. Maybe they thought that would spur a big purchase, but free shipping isn't going to entice someone to order 3M when they usually order a few hundred or a grand at a time.

Dumb decision on the reward. Gift was also a bad word choice----as consumers intrepret "gift" as something for free, no strings attached. Should have said special offer or something along those lines-----and not make a 3M order dependent on the offer.

[Usc96]

I use to order from them, but after two years of no popcorn when others seemed to be getting it (not sure what their criteria for deciding who to thank?), I found other vendors.

[samwiii]

Got a response from my email to APMEX: a $25 Gift Certificate - with NO strings attached! I must say I was impressed that they responded so quickly and, quite honestly, going above my expectations. I imagine the genious that came up with this survey fiasco is in a world of trouble, but at least they've proven they realize they made a mistake, that it was not intentional, and they are willing to step up and make good. Looking forward to my next purchase...I'm thinking a nice 10 oz Dragon bar!

[budfox]

I had a poor customer service experience a week ago. I'll probably give Tulving a look now. I gave them an opportunity to do the right thing and no mass.

[phideaux]

I had a poor customer service experience a week ago. I'll probably give Tulving a look now. I gave them an opportunity to do the right thing and no mass.

Tulving likes high rollers like Gordon the Gecko and Budd the Foxx.