Posted: 8/9/2008 8:14:42 AM EDT
| If a company sent you an expensive product and it was the wrong thing ordered after putting the request in writing multple times with phone confirmation as well and they send you the wrong product and it was scratched, would you be pissed if they wanted you to send it back on your dime? |
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| Customer service makes or breaks a company. There is a reason a lot of people call a problem an "opportunity." A customer who has had a problem which was fixed quickly to their satisfaction is a loyal customer. A customer who has problems w/ your customer service is probably an former customer. I can't even get Cold Steel to send me the (warranty) part I need for one of my knives. That's why I haven't bought any more of their knives. I don't intend to buy any more of their knives, and I take every opportunity to tell people not to buy from them because their customer service s*ucks. |
Tag for drama. In before you get sued by the company for bad mouthing them on the interwebs. |
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lol, I'm sure I can't guess which place that is. good luck with 'em. |
I'd skip that last part if I were you. Might be a good way to get a felony charge of sending a dangerous substance through the mail with intent to commit harm. The judge might decide it is up to you to prove there was no intent. Shit can make people pretty sick. |
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What he said. I've been on the giving-crap-service end too. When you're overloaded, like a lot of AR suppliers are right now, it's easy to focus on getting orders out the door at the expense of the quality and service you built your reputation on. Good rep grows like a vine, bad rep spreads like wildfire. |
I had good experience with an industry partner here. A friend decided to go with them and they pulled a stunt very similar to what you described. They've lost my business and I will advise against them in the future. I'm really curious to hear who this vendor is. If you don't mind please email me the vendors name. |
Giving the customer the wrong item, after putting it and righting and then expecting them to pay for the company's mistakes is wrong. I know, I work customer service for a large company and I wouldn't dare ask anyone to pay for my mistakes. |
Return shipping should be covered by an honorable company...or at least re-imbursed once they have a chance to verify your complaint by examining the item you returned. |
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Exactly. |
That is complete BS. That is the modern MBA method of screw the customer and if they notice that they got screwed then be pleasant when you unscrew them. With a good company you don't know about their CS because you never have to use it.
And there is the huge flaw in your business belief. An ethical and good company wouldn't have decided to create the problem in the first place. With a company like newegg.com five years ago (but certainly not now since they hired financial people that have ordered QC dropped) despite ordering about $500k from them I never knew if they had good or bad CS because they never screwed me so I never had to contact them. Of course now newegg.com has a huge CS department to fix their shipping mistakes so I now order elsewhere because a good vendor wouldn't screw you in the first place by not shipping what you paid for. In other words, money should be spent to fix the problem rather than spending money to fix the symptom.z |
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sounds like you need some of my diplomacy. I have driven as far as 3 hours to deliver some pos product back and to give them a piece of my mind. I will usually blacklist that company and refuse to do business with them in anyway. On a side note, it sure is fun to walk into one of these places with about 2k in cash and wave it at them and say I'm here to buy ________ and have them work like a bastard to sell it. When I get ready to close the deal, I'll say, hey I remember you guys, you fucked so and so on his customer service! Fuck this I'm taking my business else where, where they appreciate my business. I prefer to do this to the manager of the store to drive the point home. You've got to make an impression. |
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Drive to them... ?? Spikes? Who else is in Florida?? |
I'm not talking about being happy because the company unscrews you. I'm saying that when a good company has a problem, they *FIX* it right away to the customer's satisfaction. Problems happen at any company. I'm not talking problems the company "decided to create." I talking about mistakes, or defective product. |
I had a bad situation with an online vendor, there was a screw up with the part# on their website, that was wrong on vendors website. After I received the wrong part I called vendor and said they sent me the wrong item.  They said ship it back and swap it with correct part#. So I wait a week UPS guy shows up, I open box, and WTF its wrong again Well come to find out it was the manufactures fault for providing vendors with the wrong part# it was not the fault of the vendor, so after the third time I finally got the handguards that I wanted Blowing your top won't solve your problem IMHO 
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Kinda reminds me of a time when I bought a product, a very expensivce product for a performance car build. The product SUCKED!! it did not work right and I had to tear the engine down 3 times to diagnose the issue because I assumed they made a good product... it must have been something I did wrong, right? Well i went with another companies "version" of the same product and it worked wonderfully the first time around. Company "H" we will call them told me they would not take their expensive product back and would not refund my money.. oooooK. They said to ship it back to them to "test".. alright I will. I figured they would see their engineering was full of fail and at least refund my money. Heard nothing for weeks... then I got a box dropped off at my house in PA. It was the "part" with a note saying it worked fine and to have a nice day they were finished. They would not even talk to me after that and made every effort to avoid all communications. I filed the part in my garage where it languished for about 3 years. When I moved to FL I made a special trip about 300 miles out of the way to "deliver" their faulty product back to them in the weee hours of the morning. Lets just say.. it would have been easier for them to refund the money. |
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If a mail order company ships you something you did not order you have no obligation to pay for it or pay return shipping. You have an obligation to let them know you received something that belongs to them and where they can pick it up. After that they can send a call tag or or come to your house to pick it up. |
They will find out monday. |