Shane661
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posted February 16, 2009 11:02 AM
 Edited By: Shane661 on 16 Feb 2009 19:23
Customer Service Experience - Thoughts?
I recently had a customer service experience that I would like some feedback on. I don't want to call any company out prematurely, so I am just going to present the scenario and get your guys feedback.
I was considering the purchase of a product that costs over $1000.
So I placed my call:
Vendor: "Company X, can you hold please?"
Me: "Sure"
One minute passes
Vendor: "Company X, can you hold please?"
Me: "Yes"
One minute passes.
Vendor: "Company X, can you hold please?"
Me: "Yeah man, but this is the 3rd time."
Vendor: "It's the third time?"
Me: "Yes"
One minute passes.
Vendor: "Hey buddy, listen, we're really busy right now. Can I take your number and call you back?"
Me: "It's not that important, I'll call back tomorrow."
Would that kind of call make you question the purchase? I mean, what if you call needing support for the product? How do you get treated after the sale if they don't have time to sell the product to you?
Anyway, I'm looking for some opinions (That should be easy!  ).
Shane
  
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pissear
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posted February 16, 2009 11:13 AM
Be happy they are busy is a strong economy... Unless they want their money back is can you hold for a second?
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way too much light in the place is shoot the lights out and make it really dark inn year ear is F YO and the bike you clanked in on.
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street racer
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posted February 16, 2009 11:22 AM
Imagine trying to get some service from them if you have a problem ?
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street racer
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posted February 16, 2009 11:23 AM
quote:
Be happy they are busy is a strong economy... Unless they want their money back is can you hold for a second?
Dont mean to steal the thread, but Pissear, are you MOOSELUMB on youtube ??
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Shane661
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posted February 16, 2009 11:54 AM
Edited By: Shane661 on 16 Feb 2009 20:03
quote:
Imagine trying to get some service from them if you have a problem ?
That's kind of what it made me think.
It just doesn't seem like my business is that important to the company...obviously there are others who are more important. At least that is what it conveys to me.
I'm not too relieved knowing that business is good for them...my money is getting harder to come by. And if their business is doing so well, they can probably afford to staff the telephone.
Anyway, my .02...
Shane
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dubious
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Needs more time to ride!
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posted February 16, 2009 12:05 PM
Schnitz has never done that to me!
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natural selection.....
destiny will overcome intervention.
Some are not worthy of the effort.
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Shane661
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posted February 16, 2009 12:06 PM
quote:
Schnitz has never done that to me!
I've always had a good experience with them as well. 
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fish_antlers
Administrator
The Truth is Out There
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posted February 16, 2009 03:35 PM
X nuthin... name names!
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What business is it of yours where I'm from, Friendo?
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smokinZX14
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posted February 16, 2009 03:47 PM
Edited By: smokinZX14 on 16 Feb 2009 23:50
Schnitz has allways given me good deals ... Only problem i have had with them is back ordered suff ...They take my cash but don't tell me at that time the parts are on back ordered.. I find out later when i call and ask were the hell my parts are .. Oh sorry they are on back order ...Suprize suprize .... They are allways very nice on the phone and their tec line seems to have the answers i need ..
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Smokin Performance Cycles..
Tampa Bay , FL .. Brocks Performance Dealer ..
Gen 2 ZX14R Best ET 8.43 , Best MPH 164.95
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Wheelie
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Old Man
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posted February 16, 2009 03:54 PM
quote:
Schnitz has allways given me good deals ... Only problem i have had with them is back ordered suff ...They take my cash but don't tell me at that time the parts are on back ordered.. I find out later when i call and ask were the hell my parts are .. Oh sorry they are on back order ...Suprize suprize .... They are allways very nice on the phone and their tec line seems to have the answers i need ..
thats why I stopped giving them my money
wee
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rACeRs
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posted February 16, 2009 04:22 PM
Thats why I always ask when I order if it is in stock and will be shipping the same day.
I find it rare to get good customer service these days. Its hit and miss. And thats even with the same company. Sometimes you will call company X and "Joe" will answer the phone and you say wow that was a cool guy, and next time you call and get "Greg" and say what a dick, I cant believe I gave these guys so much of my money.
These names were total fiction lol. I wouldnt give them my money unless they were the only ones selling the product that I wanted. If thats the case you just got to bite the bullet or start makin your own shit haha
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tiwinder, lowered and strapped, pc5 w/ brocks pump map, 40t rear
9.1 @ 149 w/ 1.57 60' SWB
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Shane661
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posted February 16, 2009 04:27 PM
quote:
X nuthin... name names!
It was Brocks.
I'm not pissed or anything; I guess I was just disappointed. Most people here know that I have been mulling over a switch to Brocks. I wanted to call and discuss availability, pricing and some specs.
With all of the talk (and even seeing Brock's support around here) I was hoping for a little better than that. I felt like I had to hurry and get off the phone so they could serve other customers. It didn't make me want to spent $1100, that's for sure.
I didn't want to name the company right away because I figured there would be 10 apologist postings from Brock supporters right off of the bat. There probably still will be.
Anyway, that's the deal.
Shane
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bigdtd
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Interceptors
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posted February 16, 2009 04:45 PM
anyone could be busy at times, but they should be able to get to you , or make it right
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2006 Black ZX-14,6 inches over,16/42, flies out,BMC Street Filter,Brock's Street Meg,Brock's Radial Mount Strap,PClll with Race map,Dynojet LCD w/Techmount, ZX-14 fender eliminator,Pilot Power2CTs,Speedohealer,Pazzo Levers,Cox Radiator Guard, Garmin Nuvi 265WT
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Shane661
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posted February 16, 2009 04:51 PM
Edited By: Shane661 on 17 Feb 2009 01:00
Like I said, I'm not mad about it (although it frustrated me at the time!). I'm trying to make a hard decision, exhaust-wise. I have a good pipe already; rACeRs is selling a nice Shortmeg, and the Alien Head has my interest as well. Just trying to make a good decision with as much info as possible.
Shane
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kaw-rick
Pro
Posts: 1167
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posted February 16, 2009 04:54 PM
Can i awnser this thread tomorrow, im kinda busy. J/k, they were just busy, But i cant believe they dont have more people awnsering the phones? Brock can i have a job? Ill work for zx14 parts.
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bigdtd
Needs a job
Interceptors
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posted February 16, 2009 05:04 PM
one thing for sure they will make it good for you as one of their customers. i think as much as you would like the pipe the maps and advice are priceless. i noticed a missing tension spring one time and i called them about a replacement, they had a bag of replacements sent to me free, i would have been glad to pay and offered to they said no way. another time i wanted a black shirt they only had white, they sent me a white one on the house. if you give them a chance you will always be a customer. all the products they sell are solid.
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2006 Black ZX-14,6 inches over,16/42, flies out,BMC Street Filter,Brock's Street Meg,Brock's Radial Mount Strap,PClll with Race map,Dynojet LCD w/Techmount, ZX-14 fender eliminator,Pilot Power2CTs,Speedohealer,Pazzo Levers,Cox Radiator Guard, Garmin Nuvi 265WT
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Bad in Black
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posted February 16, 2009 05:06 PM
Edited By: Bad in Black on 17 Feb 2009 01:09
Thats not exactly the phone response I'd like to hear from a company..........but honestly I would have gave them my number to see if they called me back....that would have been the real test. Everybody gets swamped sometimes, especially on monday's  At least a live person answered the phone thats getting to be a rarity nowadays
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jarhead
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posted February 16, 2009 05:11 PM
I think you will get that from time to time with just about anyone. I agree that good customer service does not seem to be priority to a lot of companies these days and that is truly a shame. To be honest, if I can get the same product from two suppliers it is usually customer service that decides for me not price, as long as it is within reason of course. That is especially true if it is something new to me and I think I will be calling them shortly after the install begins. The way I look at it I bust my arse for my cash so it is important to me who gets it. As far as the pipe switch Shane maybe this is just fate telling you to move on. I had a SS Muzzys on and then switched to Brocks sidewinder. The pipe was nice, it did make more hp on Ryans dyno, and it sounded great, but I did not pick up at the track. Couple that with decreased turning radius and I ended up putting the Muzzys back on. Lesson learned. I still love the look of the sidewinder but it is just not practical for me. I hate being practical in my old age! And there is my .02.
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Shane661
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posted February 16, 2009 05:17 PM
I know it's crazy (fate). I bought the Muzzy because when I called Brocks and they told me they didn't stock the exhaust I wanted (too much demand). They would call me when one was available (usually 1-2 weeks, they said). This was about 7 months ago.
Now, here I am pondering a switch to the Brocks...and things aren't lining up again!
Like you say, maybe I have my answer...
Shane
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Bad in Black
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posted February 16, 2009 05:32 PM
Shane put the money towards something else 
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bigdtd
Needs a job
Interceptors
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posted February 16, 2009 05:41 PM
i do know some shops do discourage excessive tire kicking. they know their stuff and don't really have time for you to spend "on the fence". not saying that is the case here except for the tire kicking ond on the fence part.
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2006 Black ZX-14,6 inches over,16/42, flies out,BMC Street Filter,Brock's Street Meg,Brock's Radial Mount Strap,PClll with Race map,Dynojet LCD w/Techmount, ZX-14 fender eliminator,Pilot Power2CTs,Speedohealer,Pazzo Levers,Cox Radiator Guard, Garmin Nuvi 265WT
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fish_antlers
Administrator
The Truth is Out There
Posts: 21894
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posted February 16, 2009 05:43 PM
quote:
quote:
X nuthin... name names!
It was Brocks.
I'm not pissed or anything; I guess I was just disappointed. Most people here know that I have been mulling over a switch to Brocks. I wanted to call and discuss availability, pricing and some specs.
With all of the talk (and even seeing Brock's support around here) I was hoping for a little better than that. I felt like I had to hurry and get off the phone so they could serve other customers. It didn't make me want to spent $1100, that's for sure.
I didn't want to name the company right away because I figured there would be 10 apologist postings from Brock supporters right off of the bat. There probably still will be.
Anyway, that's the deal.
Shane
when did this happen? they've all been at the indy show- pretty much his whole staff... maybe you talked to someone who was just manning the fort for them/.
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What business is it of yours where I'm from, Friendo?
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Shane661
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Posts: 11494
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posted February 16, 2009 05:44 PM
Edited By: Shane661 on 17 Feb 2009 02:16
.
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Shane661
Needs a life
Posts: 11494
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posted February 16, 2009 05:44 PM
Edited By: Shane661 on 17 Feb 2009 02:16
quote:
when did this happen? they've all been at the indy show- pretty much his whole staff... maybe you talked to someone who was just manning the fort for them/.
It was today. Maybe they had a skeleton crew, like you say.
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smokinZX14
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posted February 16, 2009 06:38 PM
quote:
quote:
when did this happen? they've all been at the indy show- pretty much his whole staff... maybe you talked to someone who was just manning the fort for them/.
It was today. Maybe they had a skeleton crew, like you say.
Well that just plain sucks... I would call Brock and talk to Brock only, tell him what happened , i'm sure he would like to know this ..
____________
Smokin Performance Cycles..
Tampa Bay , FL .. Brocks Performance Dealer ..
Gen 2 ZX14R Best ET 8.43 , Best MPH 164.95
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