Is it just me or to a lot of companies/Vendors not do what they are suppose to.



  • Now I know the customers not always right.. but, It seems like anymore company will just say screw you over the phone, email, chat etc. until you take it to social media.. I'm dealing with one of those today but.. instead of the actually doing something they just delete the things on the social media.

    I really don't get why companies think it's even remotely beneficial to them to screw over customers. Okay they might make a few more bucks for one transaction but they lose repeat customers.



  • Short term thinking. Social media is a boon for customers though. Other avenues are reviews, filing reports with the BBB (I know they are bogus, but companies take their rating seriously) and turboing (finding an exec's info and contacting them).



  • I agree with Nic. A lot of companies are short-sighted, and only see the payoff now and not the business from referrals, repeat business 5 or 10 years from now, etc. Those companies often don't do well in the long-run. They get tons of one-time business but eventually their reputation stops that and their bridges for repeat business are burned.



  • So the Jist of the story is I bought something (a rather expensive item). Need for an outdoor festival this weekend. I bought it 2-3 weeks ago plenty of time to get here. I got it last week early. It had some issues on day 1, sent it back. They send me another one but this time it won't work at all, I had told them I wanted it here not later than Thursday this week.. Mind you I paid extra shipping to return the old one and get it back to them. Well since they replacement was bad (much worse than the first.) I want them to overnight me a replacement for tomorrow. They are just saying that since I have gotten two of them not working it must be user error it they will need to RMA it for repair and will take 1-2 weeks to replace. Remember they were told the deadline before it was even replaced the first time. Maybe I am expecting a little much though..



  • @thecreativeone91 said:

    So the Jist of the story is I bought something (a rather expensive item). Need for an outdoor festival this weekend. I bought it 2-3 weeks ago plenty of time to get here. I got it last week early. It had some issues on day 1, sent it back. They send me another one but this time it won't work at all, I had told them I wanted it here not later than Thursday this week.. Mind you I paid extra shipping to return the old one and get it back to them. Well since they replacement was bad (much worse than the first.) I want them to overnight me a replacement for tomorrow. They are just saying that since I have gotten two of them not working it must be user error it they will need to RMA it for repair and will take 1-2 weeks to replace. Remember they were told the deadline before it was even replaced the first time. Maybe I am expecting a little much though..

    This isn't really bad customer service, as in their mind you've had three total now, correct? In their defense, I can see why they'd think it'd be user error. That being said, the companies that I deal with regularly would be jumping through hoops to make sure that I had my replacement by Thursday. Can you provide a little more detail about what it is and what's not working about it? I wouldn't fault a company for this but I understand your frustration. Just playing Devil's advocate here.



  • @ajstringham Only two. and the first one had major issue with safety. The second doesn't even power. The deadline is in the contract.



  • I don't get it either. I do truly believe that mistakes happen, and also that the actions of one individual don't necessarily reflect on the entire company IF someone at the company fixes the issue. I had an issue with a curriculum seller having stuff back-ordered for months, and then when they finally got a couple of the items in, they shipped them to my billing address instead of my shipping address. I was HOT when I emailed them, let me tell you, because this was just a careless, and preventable mistake, and after months of waiting to start science because I didn't have what I needed, it was too much. They responded that they had spoken to the shipping manager to figure out how to prevent that mistake from happening again, and they gave me a $50 credit to use anytime. That was going above and beyond to make it right, and I will continue to order from them, and recommend them.



  • @Nic said:

    Short term thinking. Social media is a boon for customers though. Other avenues are reviews, filing reports with the BBB (I know they are bogus, but companies take their rating seriously) and turboing (finding an exec's info and contacting them).

    Too bad they don't have a BBB listing. Not surprising a lot of these specialized companies don't.



  • @thecreativeone91 I agree with you on this one, and I think that it's much more likely that the problem is a defective batch of equipment and not user error. Either one could explain the situation, and the fact that they are jumping to blaming you is a bunch of crap.



  • Found the owners facebook, very tempted to send him a message since I can't find his email or phone.



  • @thecreativeone91 said:

    Found the owners facebook, very tempted to send him a message since I can't find his email or phone.

    If you can figure out their naming convention on their email, you probably could email him. Messaging him on Facebook probably won't even get seen. If this is only the second unit, then this is on them. See what they'll do to make this right. There is anyone/anywhere else you can order from in the meantime to get what you need? I'm not sure what type of item you're referring to, so I can't offer a suggestion.


  • Service Provider

    @thecreativeone91 said:

    I really don't get why companies think it's even remotely beneficial to them to screw over customers. Okay they might make a few more bucks for one transaction but they lose repeat customers.

    Because it often is. I can't believe how many customers I know will get screwed over and be mad as hell and a month or year later will go right back because they got a "deal" or whatever. People just don't care about being treated well often enough for it to be a good financial decision much of the time.


  • Service Provider

    @thecreativeone91 said:

    @ajstringham Only two. and the first one had major issue with safety. The second doesn't even power. The deadline is in the contract.

    At least you don't have to pay. Time to move to another vendor.



  • @scottalanmiller said:

    @thecreativeone91 said:

    I really don't get why companies think it's even remotely beneficial to them to screw over customers. Okay they might make a few more bucks for one transaction but they lose repeat customers.

    Because it often is. I can't believe how many customers I know will get screwed over and be mad as hell and a month or year later will go right back because they got a "deal" or whatever. People just don't care about being treated well often enough for it to be a good financial decision much of the time.

    I do. I actually keep a list of companies I won't deal with.. to me it means there are bad practices all the way around likely. Ethical issues, likely poor employee treatment etc.