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    Dartplayer Dot Net :: View topic - Customer Service, A Dying Art
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    Customer Service, A Dying Art

     
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    AmericanBadAss
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    Joined: Jul 29, 2005
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    Location: East Bridgewater, MA

    PostPosted: Tue Feb 12, 2013 7:02 am    Post subject: Customer Service, A Dying Art Reply with quote

    So last season I had my snowblower fixed, needed several repairs including a carb rebuild, for around $200. No worries, I paid the bill, ran it 2 minutes in the driveway after getting it home and shut the fuel line to let it run dry and keep it clean.

    I go to test fire it Thursday. Before trying it I dumped the fuel out it had and added fresh fuel and Startron. Same issue, won't run except on the primer for about 10 seconds.

    I called the shop yesterday and explained the situation, stressing that they just fixed this and it's still doing the same thing. No "sorry about that", no offer to prioritize my job, no nothing.

    I dropped it off this morning and told my story to a different fellow..same thing, just "we'll call you when it's ready".

    Mistakes happen, we're all human..but seems that the guy who already paid and didn't get what they bargained for should get taken care of quick or at least an apology.
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    Art
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    Joined: Jan 29, 2007
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    PostPosted: Tue Feb 12, 2013 7:42 am    Post subject: Reply with quote

    I agree with you and I have had similar issues around here as well. People do you wrong and they act like they are doing you a favor, it's not right!!
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    AmericanBadAss
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    PostPosted: Tue Feb 12, 2013 7:45 am    Post subject: Reply with quote

    Seems the days of building a relationship with the customer are gone, it's all about the holy dollar. I learned that this past year after over 20 years as a customer of General Motors..I now drive a Toyota truck.
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    Erik
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    Joined: Jun 1, 2003
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    PostPosted: Tue Feb 12, 2013 9:14 am    Post subject: Reply with quote

    Pretty sad! But honestly, don't you expect that in the big cities?
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    AmericanBadAss
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    PostPosted: Tue Feb 12, 2013 9:51 am    Post subject: Reply with quote

    Sadly it seems I should Erik.

    This is a small mom and pop business that I'm dealing with right now. The GM thing is another fiasco, but suffice to say I know why they got in so much trouble and almost went under..their dealer flat out lied to me several times, and the main office while agreeing with me still shrugged their shoulders. I told him for the $1200 it would cost to stand by their product it's also a wise investment since my big mouth will tell everyone I know about it.
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    Erik
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    PostPosted: Tue Feb 12, 2013 10:01 am    Post subject: Reply with quote

    AmericanBadAss wrote:
    Sadly it seems I should Erik.

    This is a small mom and pop business that I'm dealing with right now. The GM thing is another fiasco, but suffice to say I know why they got in so much trouble and almost went under..their dealer flat out lied to me several times, and the main office while agreeing with me still shrugged their shoulders. I told him for the $1200 it would cost to stand by their product it's also a wise investment since my big mouth will tell everyone I know about it.


    That my friend is the key! People MUST share what they know about others.
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    AmericanBadAss
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    PostPosted: Tue Feb 12, 2013 11:17 am    Post subject: Reply with quote

    Erik wrote:
    AmericanBadAss wrote:
    Sadly it seems I should Erik.

    This is a small mom and pop business that I'm dealing with right now. The GM thing is another fiasco, but suffice to say I know why they got in so much trouble and almost went under..their dealer flat out lied to me several times, and the main office while agreeing with me still shrugged their shoulders. I told him for the $1200 it would cost to stand by their product it's also a wise investment since my big mouth will tell everyone I know about it.


    That my friend is the key! People MUST share what they know about others.


    Good and bad both. I've found quite often the best people at their work usually not good self-promoters. For GM to say it's normal for a truck well maintained, used as a grocery getter with under 80k to need $5000 of engine work..well that's not normal to me or most normal folks. If that's true I'd be better off buying a Yugo
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    AmericanBadAss
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    PostPosted: Tue Feb 12, 2013 11:29 am    Post subject: Reply with quote

    Meantime, in April 2008 Toyota bought back my wife's 96 Tacoma in average condition with over 160k miles. Book on it in present shape was around $5000 and it would need a clutch soon. They gave her a check for $10K for it, a free rental for 60 days minimum, and help with another Toyota purchase. I asked the GM rep if he thinks it's more "normal" for a 13 yr old truck in the rust belt to have frame rust issues or a 5 yr old truck with average miles to need half the engine replaced. His silence was my answer..

    I always said after they did all that for my wife that if I ever bought a foreign car it would be Toyota.
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    Destruct
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    Joined: May 09, 2006
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    PostPosted: Tue Feb 12, 2013 12:09 pm    Post subject: Reply with quote

    Talk about your bad customer service, I'm fighting it out with Blue Cross Blue Shield again over my daughter's molars!

    Children can get their 12 year old molars sealed once under my Dental Blue Plan. Unfortunately, the morons at BCBS still haven't figured out that 12 year molars don't always grow in by kid's 12th year! They won't cover it after the child reaches 13! What does it matter. The teeth are numbered. Cover sealing
    each tooth once!

    That plus the BCBS call center, which only takes calls on days not ending with "Y" between the hours of 9:15AM and 9:14AM the same day makes it almost impossible to reach anyone.

    There should be truth in advertising applied to this. Call it the Customer Abuse Center!
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    AmericanBadAss
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    PostPosted: Tue Feb 12, 2013 12:34 pm    Post subject: Reply with quote

    Love the last line of that, so true.

    That said, while both cases suck, I'd rather yours any day versus being expected to drop 5 grand for that kind of work when the truck even in excellent shape is worth 8.

    Of course on your case, it's your child..no way to compare it like that
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    Wire
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    Joined: Mar 26, 2006
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    PostPosted: Fri Feb 15, 2013 11:07 am    Post subject: Reply with quote

    We just had the same issue with Verizon Fios. We lost Cable in the storm and their service was excellent walking me through a bunch of tests and then finally telling me that they would have to send someone out to replace a battery in our main unit on Monday. Guy shows up Monday, replaces the battery, TV's, Landline & Internet back up and running.

    3 hours later the whole system goes down again right after I left and my wife goes to the basement and the replace battery light is on again. Obviously the problem is that the unit is not charging the rechargable battery, but my wife has to spend the next hour on the phone testing everything again and then they say they have to send someone out, but they can't be there until FRIDAY (4 days) because no one is working in the area. WRONG ANSWER. She gets them to say they will be there Tuesday. She waits all day and then asks me to look up ticket status online and they ticket says FRIDAY before 9:00pm. Again, WRONG ANSWER. I feel for whoever she got on the phone, but they were there by 12:00pm the next day replacing the unit and we are back in business. She says she wasn't getting anywhere with them until she said she wanted them to pick up their equipment because we were switching to Comcast.
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    Art
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    PostPosted: Fri Feb 15, 2013 10:37 pm    Post subject: Reply with quote

    At one time you always tried to be nice to people and you would get rewarded and treaded right for being nice... not anymore.. you have to get mad, complain and threaten them before they will do anything for you... crazy!!!
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