Should You Warn Others About A Company that Makes (Mostly) Good Products, But Customer Service Stinks?
Would they care?
64 days after complete product failure, I got a partial resolution, from an owner with so much arrogance its astounding, his customer service skills were at a solid zero. Does his company deserve its sales or should he be shamed publicly?
Back story -
I buy three products, mount all three to my motorcycle, during a ride one of them 100% fails, causing one of the others to come off my bike, luckily not injure me or anyone else, and leave me stranded. Eventually I get out of my situation and get home...but the failure has caused $250+ worth of damage.
I contact the company via email, 7 days no response, I follow up with a second email and 4 days later 11 days in total I get a call.
I explain the failure and what can be done about it, the person on the other end of the phone tells me of this parts failure multiple times and it is now being redesigned.
He asked me write in detail, the part, the failure and attach photographic proof. I did this and as I had already told the guy on the phone I was testing and reviewing products, and as this was a product test I would tell my readers (250,000 hits on the thread) how I was treated by the company.
The follow up response was from the companies owners who said
it has always been my policy to not address anyone who begins a conversation with a threat.
I explained as I had in two previous emails, and a phone conversation I was giving them full disclosure, not a threat, as we were now on correspondence #4, it's obvious they have minimal customer service skills!
In further communication #6 he states this
While this has occurred before, it is a less than .01% of these parts that fail.
If, and it's a really big if he has sold 10,000 of this part then that means ONE has failed, especially when my invoice is number 2270, in conversation with another rider he tells me he had two fail in two days
a few emails later he writes
please let me know exactly what will make you happy.
I reply - "I am out my time, labor and parts way in excess of $250 so I'd just round it down to $250"
I will authorize my bookkeeper to issue a check for you.
I want our customers to know that we care, even if it costs me $250.
25 days go by, no check received but I do get an email from him that includes the line
there is no entitlement here, just my generosity and it has a limit.
18 more days go by and today I receive a check for $63.61
and in response to my strongly worded email where I question the above amount, he responds with
I never wrote that I was sending you $250 or any other amount
So back to the original question about a product that failed and partial resolution took 64 days 23 emails and calls, the outstanding amount is somewhat trivial at this point, but the principal isn't.
At this point it comes down to the value this company has in this industry and should others spend their money with them or be warned so they spend it elsewhere?
Which side of the fence would you be on?