ChromeSofa
10-04-2012, 08:54 PM
First time around the call took forever. The sales guy was nice, but talked slow and indirect to my questions. I asked questions to be satisfied I'd receive the right tools and compatible accessories - particularly that he seemed iffy on some things.
At checkout time over 45 long minutes later he suddenly couldn't process payment. Their computer system was new and payment processing was not functioning on any cards for any callers.
The second time I called was this week for a single item. The sales girl commented that I previously made one big order and cancelled it. She seemed to think that was amusing. I explained what happened and she reacted incredulously "oh really! I don't recall that- oh it was just before I started oh ok". Really?!
At checkout I specifically stated that I wanted it shipped to a non billing address (my office) just like last time. She confirmed the address and when I got the UPS tracking confirmation- it was being sent to my billing address instead.
I called and was told not to worry, that UPS will be notified in plenty of time and it will not be delayed and maybe I didn't give them the second address. Ah yes, there it is- hmm I don't know why she didnt enter it as you requested!:-(
I called again when the package didnt arrive and explained my disappointment at the 2:2 orders both having an issue.
I proceeded to hear a defensive attitude from a real "can-do" type. She said she couldnt comment on what did or didnt happen several months ago.
As for this time she suggested that it was probably my fault for failing to alert them to the proper address and anyway UPS was told at 4am of the issue and its their fault for not getting it done.
I repeated that I was specific about the shipping address and both times having an issue that originated within motorcycle superstores process- was seriously wondering why I should give it a third shot in the future.
This was her chance to offer anything- a sincere apology, a discount in my next order... I know margins are slim and I'm not asking for much. But expecting a product, being deliberately clear and concise in my order, and then being told it might be my fault and they did everything they could is just bad business.
Then with pride she told me about how I can take down her extension for any future calls because she would never lead me astray.
Well pardon me but I don't want to have to rely on remembering a specific persons extension and hours of employment in order to place an order reliably.
MC superstore can bite me.
I was a retail manager for a few years and received several unsolicited letters commending my product knowledge, patience and ability to ultimately satisfy the customer.
I was taught by a very successful boss the nuances of customer service, and grilled my sales reps for product knowledge which I then shared in compacted and digestible form with my salespeople who in turn educated the customers each according to their thirst or need.
The sad thing is, it's not the order receptionists fault- it's their lack of training which is obvious.
It's one thing to err, and another to do nothing to retain the patron whom you've inconvenienced... 3 times.
Ok I'll let it go now lol.
At checkout time over 45 long minutes later he suddenly couldn't process payment. Their computer system was new and payment processing was not functioning on any cards for any callers.
The second time I called was this week for a single item. The sales girl commented that I previously made one big order and cancelled it. She seemed to think that was amusing. I explained what happened and she reacted incredulously "oh really! I don't recall that- oh it was just before I started oh ok". Really?!
At checkout I specifically stated that I wanted it shipped to a non billing address (my office) just like last time. She confirmed the address and when I got the UPS tracking confirmation- it was being sent to my billing address instead.
I called and was told not to worry, that UPS will be notified in plenty of time and it will not be delayed and maybe I didn't give them the second address. Ah yes, there it is- hmm I don't know why she didnt enter it as you requested!:-(
I called again when the package didnt arrive and explained my disappointment at the 2:2 orders both having an issue.
I proceeded to hear a defensive attitude from a real "can-do" type. She said she couldnt comment on what did or didnt happen several months ago.
As for this time she suggested that it was probably my fault for failing to alert them to the proper address and anyway UPS was told at 4am of the issue and its their fault for not getting it done.
I repeated that I was specific about the shipping address and both times having an issue that originated within motorcycle superstores process- was seriously wondering why I should give it a third shot in the future.
This was her chance to offer anything- a sincere apology, a discount in my next order... I know margins are slim and I'm not asking for much. But expecting a product, being deliberately clear and concise in my order, and then being told it might be my fault and they did everything they could is just bad business.
Then with pride she told me about how I can take down her extension for any future calls because she would never lead me astray.
Well pardon me but I don't want to have to rely on remembering a specific persons extension and hours of employment in order to place an order reliably.
MC superstore can bite me.
I was a retail manager for a few years and received several unsolicited letters commending my product knowledge, patience and ability to ultimately satisfy the customer.
I was taught by a very successful boss the nuances of customer service, and grilled my sales reps for product knowledge which I then shared in compacted and digestible form with my salespeople who in turn educated the customers each according to their thirst or need.
The sad thing is, it's not the order receptionists fault- it's their lack of training which is obvious.
It's one thing to err, and another to do nothing to retain the patron whom you've inconvenienced... 3 times.
Ok I'll let it go now lol.