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Customer Support Rant


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#1 Che'_Moderator

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Posted 10 May 2012 - 04:34 PM

I find it totally unprofessional when companies have contract forms and never reply. If you have no customer support for pre-sales, warranty, whatever, do not even put a contact form on your site. Whats worse is when you have companies that do not follow up. Two that stick in my mind are Walther and Marin bikes.

Back on the 20th of Feb I contacted Walther about getting some work done, and asked how to pay. I was told 100% payment upfront as they were not backlogged that far and it would be done in 3-4 weeks. So sent them $1000 cash on the 22nd. 5 weeks later I contacted them for updates and was told 3-4 weeks till shipping. Now I contact them and do not even get a reply.

Marin on the other hand contacted me back 2 weeks ago and asked me to send them some info. Spoke to Barry Culp the inside sales rep who told me he would follow up in 24 hours. 3 days later I emailed him and never heard back. Sent a couple other emails and a few calls and nothing. I mean its not like they pay you to be there and do your job or anything. Same thing happens at times when trying to place orders.

I get 10-15 retarded emails a day but always reply, just so the person knows I am not ignoring them and that I got it. With all the technology out there, I can really see no excuse for poor communication when you are at your job and supposed to be working. Walter is German..... I expected better :lol: Marin on the other hand is not even American owned or made anymore so they are whatever. In any case if you are at work and someone emails you, put down the damn iphone or turn off facebook for a second and do your job and reply.



#2 flyfishing3

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Posted 10 May 2012 - 05:29 PM

would you consider totally losing an order and then forgetting to contact said customer, to get order again in this cat?

how about offering (lets say a bike rack) a product to the masses for their specific car and then not delivering it forever? How is a person supposed to enjoy their new car and bike? and advertise for the rack maker on the rack?

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#3 Che'_Moderator

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Posted 10 May 2012 - 08:07 PM

would you consider totally losing an order and then forgetting to contact said customer, to get order again in this cat?

how about offering (lets say a bike rack) a product to the masses for their specific car and then not delivering it forever? How is a person supposed to enjoy their new car and bike? and advertise for the rack maker on the rack?


Like you said though, the Vaude rep owned up and said sorry. I mean how can you get mad at that..... It happens. But to blame the other person for not riding your ass to make you do your job. In this case walther and marin both blow in this catagory. I should not have to cal again and again to get results. Marin they are just pissy so whatever. Walther on the other hand has no reason to be pissy. They are are 8 weeks late on delivery and they have had my money since Feb. I think 2 emails in 3 months is reasonable.... reply to one damn it!

#4 flyfishing3

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Posted 10 May 2012 - 08:48 PM

yeah people need their guns fast since obama is going to win. any delay could be tragic.

Double R garage
Follow me to V70R and S60R.com

GUNS DON'T KILL PEOPLE, CHUCK DOES.


#5 ErikS

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Posted 17 May 2012 - 11:32 PM

I am in a service oriented environment. Our product is on the up, yet those that wait to get in late feel like they deserve the same service, and complain more since they are at the back of the line, than those who have always valued our product.

The trick is to bypass the masses, and make it known you've always been attached to the company, and value it they way you knew it.

I'd be pissed as well.

I picked a pretty circuitous route and arguably cheated slightly, but I'm going to get there
1995 854 T5M Click for Mods
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