Hund

I spoke to Jeff last night, he is going to send your AP via USPS on Monday. I would expect you will receive it Thursday or Friday. I apologize for the delay.

Sean

Easy_E1

iTrader: (2)

Hi honey! You awake after that long tiring day at the track? I thought you would run down to the club for a spa treatment after all we went through yesterday.

shazy

hey why is Lance banned? Uh ok...

sapper1stad

Looks like this thread got cleaned up a bit. My bad for getting a little out of line and way off topic.

neXib

You just can't expect the same speedy service from some vendor in here that spends his freetime coming up with cool **** as you do from Amazon. I think people who think so lack empathy, intelligence and insight. I sure as hell hate slow service, but there's always the option of going elsewhere if you aren't happy. Unique services = potentially slower service.

It has nothing to do with fanboy. It has to do with a grasp of reality. I'm sure that with Hund on board communication will be better, and that's what I and most people need to be reassured. Nothing more annoying than people who never reply (though I don't have that experience with this vendor).

PUMASHOES

Yeah thanks to you and all the others for getting me banned. Now I don't have any of the pm's anymore....the staff here is top notch let me tell you.

05rex8

iTrader: (7)

wow are you that retarded? You are going to get permabanned for posting on here while you are supposed to be banned.

chrism

banned is banned.....

shazy

Fail anyone?

rotarygod

One thing I learned in years of dealing with customers in various jobs is that communication is the single most important thing. A lack of it can affect the image of the business. It doesn't matter it they couldn't hit a projected delivery time. What matters is that communication was kept up. I think Jeff (and pretty much anyone in business) has been been guilty of some poor follow ups from time to time and everytime we see a complaint we hear the exact same thing, something along the lines of "dude I already told you XXXXXX, go check your e-mail." That's unfortunately not good enough as a complaint is being made. It doesn't matter if an e-mail was sent or not or whether the customer actually reads their e-mail or not. Keep sending correspondence until a response is given saying they understand and keep it documented. I've been bitten by this many times. I'm not saying Jeff is a bad guy. He's not. He is genuinely busy and he's good at what he does. He is also making a very good attempt at improving his customer service as he knows good and well that he's had some issues that have needed to be worked on. This is very apparent and it's a good thing. I commend him for it. While I would say calm down a little bit to the op, I also have to think that there is at least some guilt in the situation by both parties. That's usually the way situations like this work. Others that aren't involved in the transaction don't need to be sticking their nose in this.

The whole point of this section of the forum is to post feedback, whether good or bad. Sometimes it's founded and sometimes it's not. It's not necessarily indicitive of the customer service of the company or individual as a whole but it does point out one issue. Unfortunately at some point everyone gets a bad one. That's life. That doesn't mean that others need to come in and attack the op for it. At the same time the person making the complaint should also be an adult about it and not name call and be a general pain in the ***.

alnielsen

iTrader: (4)

The OP has been banned. He apparently said something not to nice to another Moderator. So, I don't know if he can read this.
I think the time frame that he was expecting to get everything done in was a little too tight.

9krpmrx8

iTrader: (46)

Sad to see this went downhill. You can't really ban someone if they don't wanna be banned. I'm just sayin'.

N rider89

There should have been some form of communication back. MM should have responded to the emails and pm's, even just to say that things are delayed and its going to take a few more days. It's just a breakdown of communications. I know MM will get this all taken care of because he does quality business. It's just tough on a customer if they don't get some kind of a response from a vendor after attempts to get in contact, so they have to come and make a thread like this.

shazy

Yeah... you guys should atleast do a temp ban, unless you already did that. But yes, there is both guilt on MM and the OP. The only reason why I see (for the most part) people are standing up for the vendor in this thread is because of the OP's name calling and lack of respect. Having a lack of communication is one thing, but being a total douche is another.

Delmeister

Ray, if you are going to blame PUMASHOES directly for his lack of social skills, why don't you blame MM directly for the lack of his. I know you did, but you watered it down by simultaneously beating on who is now a helpless OP (who had already been beaten half to death by the rest of this senseless mob). The OP made some plans that he was looking forward to implementing. MM assured him he could go ahead with his planning. Not being able to carry out his plans because of unforeseen problems is one thing. Not being informed of the impending delay is quite another.

MM should be here explaining what has transpired from his end instead of having his actions being defended by people who respect him for things other than what this issue pertains to.

RG talks about adulthood. Well part of being an adult is understanding that if you push someone they are going to react, and if it continues, they could end up doing something they will regret. Lance was pushed too hard. I'm sure he regrets some of the things he said here but I guess we'll never know.

Texak

this needs to die... everyone let it go and move along.

Flashwing

I honestly don't know how mucn more explaining there can be on the part of MazdaManiac. The process has been explained time and time and time again.

I'm not defending MazdaManiac but what I am defending is the process itself. As Ray pointed out many posts above, everyone has different expectations and as a result sometimes people are too passive while others are too aggressive. I've seen many cases where people email hours after sending in their datalogs wantint to know where their calibration is.

I also see customers who email daily after ordering their AP wanting to know where it is. All of this distracts from the actual process of working.

Are these excuses? Probably not. However it's important to make the process as transparent as possible so people understand why time is such a factor with this stuff.

The basics of this argument are understandable, however we know there were emails exhanged as the OP posted one himself. I'm not going to insist the OP is a liar, but I see many examples where people only post information that helps their case. The OP was asked for an address that would satisfy UPS, the address he sent didn't work so the request for a valid address was sent yet again.

You can only ask the question so many different ways. I spoke to MazdaManiac this evening about the situation and he's already shipped out the package USPS and upgraded the shipping at his own expense.

While google isn't the end all be all answer to everything, I found it interesting that typing the address into google maps resulted in no address found.

I understand that communication is very important when dealing with any purchase. There is, however, a fine line between productive communication and communication that hinders the business process.

Currently with Hund's help we're working to increase the level of communication and at the very least inform customer's that their message has been viewed by someone. I hope that if there is a situation which a customer isn't satisifed that they conduct themselves in the same professional manner which they would like to be treated. No matter where you go in the service industry, being rude or insulting will never result in your service being performed faster or with higher quality. It will only result in a negative experience for you and the business.

Treat others how you would like to be treated. That's how I do business and I expect nothing less out of my own customers.

I agree. The issue is resolved. Nothing to see here...move along.

Delmeister

Flashwing:

What did UPS say when you (or your co-workers) informed them that they had previously delivered to a supposedly undeliverable address?

jmc23200

I believe he stated that UPS said they would ship it but are not responsable for the package if it does not get to the correct receiver. They are just covering their ***.

RotaryResurrection

iTrader: (3)

So let me be sure I have this straight.

Customer contacts business owner, tells him he needs X item by Y deadline in order to facilitate a move or some other important personal event. Business owner agrees that he can supply X item by Y deadline, customer pays business owner.

Business owner does not deliver product as agreed. Business owner does not communicate with buyer sufficiently, buyer feels the need to post publicly to try and extract a response or explanation.

To this point everything seems to flow logically for me.

Then, a funny thing happens...the moderators and members of this forum attack the buyer for stating facts and complaining about a lack of fulfillment on the part of business owner?

Am I missing something here? Are you kidding me?

I am a business owner, have been doing work for the public in this capacity since 1999, and as my sole profession since 2001. I have dealt with them all, trust me...but through it all, I could rarely blame the customer for issues encountered, and even more rarely, could I expect other members and forum moderators to ride the "let's bash the customer" bandwagon with me. IF there was a problem, and there have been many, I could chalk it up to the buyer's lack of understanding, which in turn I could chalk up to my inability to properly convey information as completely as I should have...which then often led to a revision in the way I conduct business and my general operations.

And out of all this, a halfass explanation for the delay, and not even a halfass explanation for the lack of communication is given, and now the buyer is banned for stating his complaint? Now, perhaps the thread has been significantly edited to the point that a lot of original comments are no longer visible to me, so I might not be getting the whole story...but based on what I see, the buyer conducted himself as well as could be expected for someone who has been treated in the manner he was.

It's sad that politics plays such a role in a car community and internet forum that the truth must be swept under the rug to protect the guilty, at the expense of the customer.

All I know is, if I were to run my affairs in this manner, well, let's just say I'd no longer be in the rotary game, and I'd have had to find a new job long ago. The membership of this site seems to find some things acceptable and tolerable which in other areas of life would be completely unacceptable.

Hund

The OP was not banned for posting complaints. The OP was banned for disrespectful comments to moderators and then signing in under another username and continuing to bash moderators. Complaints are welcome (though not hoped for) and we are working to improve both communication and customer interaction.

As has been stated, I have just come on board working with MM and it is taking me just a bit to come up to speed.

The main issue was shipping to an address that UPS did not like. This OP was informed of the remedy numerous posts ago and the AP has been shipped. As far as I can tell, the issue has been resolved.

Race Roots

iTrader: (64)

Having dealt with this customer, yes he is very demanding.

If he had not acted the way he did he probably would not have been banned but yes RR I agree with you, but that is Politics.

It seems we are just a grumpy bunch lately.

RotaryResurrection

iTrader: (3)

The posting of "disrespectful comments" is something I cannot render judgement or opinion on because I haven't seen whatever must've been removed. Some moderators on forums (not necessarily speaking of the ones here) get the "don't question my authoritah!" syndrome even when a legitimate question or comment is put to them, and anyone who does gets the ban hammer...hopefully that is not the case here. I have often found that even when mods are wrong (again not necessarily speaking of the ones here) they refuse to admit it, remove comments and questions posed to them for appearance sake to make themselves look better.

Signing in under another username during a ban...well, I have been guilty of this myself, and IMO it is justified if an issue is not resolved fully yet but you were prematurely banned out of anger or ego by an overzealous moderator.



Well that's fine...there is a question of the address, so call the customer and get another one or confirm this one? Don't just let it sit there and do nothing about it for an extended period of time instead of contacting him. I am not saying this is what you (or Jeff) did...but the buyer makes it sound this way, so I am just going off of that.

These days there are several methods of communication available to the majority of forum members: cellphone, text message, forum private message, email. There's not really an excuse to be out of communication with someone you are involved in a transaction with, even if they are a pest.

Personally, when I am dealing with someone who is making a grade-A pest out of themselves, I will sometimes calmly say "look man, this is what I am doing to handle the job, that's the best I can do. It will be done on or around XXX date. That's all I can tell you, and contacting me or complaining daily is not going to help matters. I will update you when there is new information available, until then you can assume there is none. Now you can either accept that explanation and wait, or I will gladly refund you now and you can look for a more timely fulfillment of your needs." That either calms them down and we finish the transaction, or they get more pissed and I refund them and send them packing.

But just sitting around and doing nothing about the situation is the worst thing you can do...worse than being brutally honest IMO.

Hund

RR, I agree. There were a number of email attempts trying to get a good shipping address. The OP basically said "UPS has shipped there before..."

Oh well, you can't make everyone happy I guess.

Mugatu

iTrader: (1)

Have fun in Iraq, lancefan001. Keep your head down.