site sponsor problem

[wyliec]

How much leeway would you give a site sponsor before you let others know about their lack of customer service?

Here's the sequence of events:

Installed part this past Saturday
Found part not working properly after install
Rechecked installation
Rode spyder again Sunday to see if part still not working properly (it wasn't)
Called site sponsor on Monday
They acknowledged there is a problem and said he'd send the parts to correct it at a nominal charge
By Wednesday my palpal account/checking account wasn't charged (this site sponsor charges immediately)
Called Wednesday and talked to the same person (the owner)
He said he had misplaced my info from Monday and would send the parts out that day (Wednesday)
Still no charge on either my paypal or checking

Would you call again tomorrow or would you let it slide to sometime next week and call them and let them know you will be posting on spyderlovers regarding your dissatisfaction?

 

[Bob Denman]

I think that I'd give them another call; and explain that you're aware of their status on this site...
...And that it'd be a awfiul shame if the members had to find out about this... :shocked:
Good Luck; please let us know when they get it right for you! :2thumbs:

 

[Lamonster]

Seeing you just posted this I would say you didn't wait, all that's missing is the name. I guess if you're really asking for an opinion I would work it out off the boards unless it's a vendor that has a history of bad service or poor product.

 

[ABQAndy]

I think that I'd give them another call; and explain that you're aware of their status on this site...
...And that it'd be a awfiul shame if the members had to find out about this... :shocked:
Good Luck; please let us know when they get it right for you! :2thumbs:

I agree, hopefully this will get results!

 

[Dan McNally]

I'd wait at least a week before I was concerned that nothing was being done. Not every business is fast food . . .

 

[Bob Ledford]

Vender Dissatisfaction

like Lamont said work it out over the telephone. Don't threaten the man answering the telephone. Just ask for the owner or General Manager and tell him what is wrong. If you still do not get the part then cancel the order then make your post. But again use generic terms and close the post with a statement like " be aware you may not get the item without a big hassle". His business will drop like a rocket not making orbit speed.

 

[SNOOPY]

Every business may have a hiccup every now and then, could be a thousand different reasons the vendor messed up. Personal reasons, computer glitches, etc etc.

I'd give them a chance and a bit more time to make it right.

My Spyder is just a toy for me, so no big deal. I don't know if maybe yours is a daily driver so may be more frustrating?

 

[reverendg]

One thing to keep in mind is anyone can have a bad week, and any product can have problems. Problem resolution in such cases is paramount. Many of the sponsors here are small businesses, and though they can be responsive to customer input, they also can have less ability to instantly "fix" any problems that arise.

 

[cuznjohn]

part

How much leeway would you give a site sponsor before you let others know about their lack of customer service?

Here's the sequence of events:

Installed part this past Saturday
Found part not working properly after install
Rechecked installation
Rode spyder again Sunday to see if part still not working properly (it wasn't)
Called site sponsor on Monday
They acknowledged there is a problem and said he'd send the parts to correct it at a nominal charge
By Wednesday my palpal account/checking account wasn't charged (this site sponsor charges immediately)
Called Wednesday and talked to the same person (the owner)
He said he had misplaced my info from Monday and would send the parts out that day (Wednesday)
Still no charge on either my paypal or checking

Would you call again tomorrow or would you let it slide to sometime next week and call them and let them know you will be posting on spyderlovers regarding your dissatisfaction?

what i don't understand is why they know there is a problem and want to ship you another part for a fee. if there is a problem on their part than they should pay shipping.

 

[wyliec]

what i don't understand is why they know there is a problem and want to ship you another part for a fee. if there is a problem on their part than they should pay shipping.

It's an upgrade and I don't mind. I was also given another choice that wouldn't cost anything.

 

[Chupaca]

Seems to me..!!

you are communicating and you both are willing to work it out..follow up and see if you can get a delivery time out of them...if nothing happens in a week move on to other measures...:thumbup:

 

[BajaRon]

Believe me, we all have our issues. You can always burn him down later. But all's well that ends well. Give it a chance.

 

[JimAlpha]

Some of the vendors on this site are small businesses and you may be dealing directly with the owner. The owner may have been sick, out of town, on vacation, etc. I would be frustrated, as you are, but patience may be a virtue here. Good luck on getting your issue resolved.

If it is not resolved and you think you have tried enough over a reasonable period of time (maybe a couple of weeks, emails or phone calls) then let us know. Thanks.

 

[ARtraveler]

I agree with the following scenario.

Give the vendor a chance to get the problem solved. One/Two day service is the exception rather than the rule. I have dealt with two vendors here on SL with product issues and they solved my problems within a day or two. And that was service to Alaska. Thank you Sealfloorboards and GloRyders.

That said: any company can have a bad day or a bad shipment. It is sometimes difficult to cut someone some slack when it is our issue that seems to not be getting taken care of asap.

I would recommend dealing directly with the vendor by phone. Do everything to let the vendor solve the problem. If, and when, all else fails--then it's probably time to post about the situation.

 

[Blue Star]

How much leeway would you give a site sponsor before you let others know about their lack of customer service?

Here's the sequence of events:

Installed part this past Saturday
Found part not working properly after install
Rechecked installation
Rode spyder again Sunday to see if part still not working properly (it wasn't)
Called site sponsor on Monday
They acknowledged there is a problem and said he'd send the parts to correct it at a nominal charge
By Wednesday my palpal account/checking account wasn't charged (this site sponsor charges immediately)
Called Wednesday and talked to the same person (the owner)
He said he had misplaced my info from Monday and would send the parts out that day (Wednesday)
Still no charge on either my paypal or checking

Would you call again tomorrow or would you let it slide to sometime next week and call them and let them know you will be posting on spyderlovers regarding your dissatisfaction?

First thing to do is given them a week to take care of it, as others said, issues might have come up. Second, I would ship Bajaron out to the company. It will be done in the same day.

 

[Topshotta]

First thing to do is given them a week to take care of it, as others said, issues might have come up. Second, I would ship Bajaron out to the company. It will be done in the same day.

Ron set the bar so high that no one else can come close.

 

[Spyder4Tess]

How much leeway would you give a site sponsor before you let others know about their lack of customer service?

Best to try to resolve the problem before going public.

 

[wyliec]

I'm impatient and decided to call today. The person I talked to today (not the one from Monday and Wednesday) checked the computer and found nothing entered under my name. He immediately took care of it; I'm 100% sure. I received my paypal order within minutes of hanging up. This time I actually got the person's name I talked to. The upgrade will be sent out next Tues. or Wed.

 

[jthornton]

Some of the vendors on this site are small businesses and you may be dealing directly with the owner. The owner may have been sick, out of town, on vacation, etc. I would be frustrated, as you are, but patience may be a virtue here. Good luck on getting your issue resolved.

If it is not resolved and you think you have tried enough over a reasonable period of time (maybe a couple of weeks, emails or phone calls) then let us know. Thanks.

Small or large businesses should be up front with customers about delivery dates no matter the reason.

JT

 

[jthornton]

I'm impatient and decided to call today. The person I talked to today (not the one from Monday and Wednesday) checked the computer and found nothing entered under my name. He immediately took care of it; I'm 100% sure. I received my paypal order within minutes of hanging up. This time I actually got the person's name I talked to. The upgrade will be sent out next Tues. or Wed.

Yuck, sounds like an employee problem...

JT