Bad Guy - Nearly Everyone!
He contacted me wanting an AccessPORT as fast as possible. So, for only $20 more, I arranged for overnight of a unit to him.
When he got it, he sent his first submission (missing several of the answers to the "11 Deadly" and sans-base calibration) to my personal e-mail instead of the AP e-mail.
Well, he got a confirmation (because of the way my macro was set-up), but I sent him another e-mail explaining why it needed to go to AP@ and not jeff@ and telling him what he was missing.
He sent the exact same thing again, but this time to BOTH e-mails.
He got two more "received" and another e-mail from me explaining what he did wrong.
This is the (edited for identity and such) response I got yesterday:
Jeff -
You really seem to be struggling with the concept of customer service:
1. I sent the calibration e-mail to the appropriate address ONCE AND ONLY ONCE AS NOTED IN THE CONFIRMATION I ATTACHED TO THE LAST MESSAGE
2. The e-mails sent to you were pertaining to making you aware of the issues with your duplicate notification process as well as less than adequate documentation.
3. The ONLY reason I purchased the access port from you vs. directly from Cobb was due to the calibration service, you specifically market that as part of your service.
Now, I strongly suggest that you recognize the fact that I am a paying customer that has purchased a product AND a service. Apologize for the inappropriate/condescending messages and provide an ETA based on when I can expect the revised calibration.
Should you decide to continue to treat me in this fashion I will gladly:
1. Reverse the payment: I've already spoken with the CCC and given them the heads up, they are awaiting my direction to move forward.
2. Advise Cobb to stop referring customers to you citing the less than adequate representation of their brand. Additionally advise that you are distributing used Access Ports that you are marketing as new. Yes, you've explained that it was new and I let it slide...last time I checked new products don't have scratches all over them.
3. Happily contact my interactive clients at Mazda Corp and suggest plastering a warning relative to your poor customer service on both the customer facing site as well as the owner's portal
4. File a report with the BBB
5. Flood relative forums with accurate feedback
You are right about one thing, this really is "quite simple" apologize, deliver successfully and we won't have anymore problems.
Assuming I have an apology by COB of business today I will take no further action.
You really seem to be struggling with the concept of customer service:
1. I sent the calibration e-mail to the appropriate address ONCE AND ONLY ONCE AS NOTED IN THE CONFIRMATION I ATTACHED TO THE LAST MESSAGE
2. The e-mails sent to you were pertaining to making you aware of the issues with your duplicate notification process as well as less than adequate documentation.
3. The ONLY reason I purchased the access port from you vs. directly from Cobb was due to the calibration service, you specifically market that as part of your service.
Now, I strongly suggest that you recognize the fact that I am a paying customer that has purchased a product AND a service. Apologize for the inappropriate/condescending messages and provide an ETA based on when I can expect the revised calibration.
Should you decide to continue to treat me in this fashion I will gladly:
1. Reverse the payment: I've already spoken with the CCC and given them the heads up, they are awaiting my direction to move forward.
2. Advise Cobb to stop referring customers to you citing the less than adequate representation of their brand. Additionally advise that you are distributing used Access Ports that you are marketing as new. Yes, you've explained that it was new and I let it slide...last time I checked new products don't have scratches all over them.
3. Happily contact my interactive clients at Mazda Corp and suggest plastering a warning relative to your poor customer service on both the customer facing site as well as the owner's portal
4. File a report with the BBB
5. Flood relative forums with accurate feedback
You are right about one thing, this really is "quite simple" apologize, deliver successfully and we won't have anymore problems.
Assuming I have an apology by COB of business today I will take no further action.
I'll remember that next time I go to a restaurant.
ಠ_ಠ
Joined: Aug 2007
Posts: 2,228
Likes: 6
From: Under the Dumbarton Bridge
My least favorite customers are the ones who you say no to; they then proceed to ask you the same question worded differently 3 more times in the same conversation. It is the fastest way to get me to do nothing but the bare minimum necessary to help them. We have company policies. I'm not going to risk my job so you can get free software for your home PC on the companies dime. I'm not going to give you access to System X either, because I don't have the network permissions to give you access. Stop. asking.
I'm willing to go the extra mile for you, but it is my choice to do so. If you demand it from me, you won't get it. I will however coat your no's in saccharine sweetness so you can swallow them.
I'm willing to go the extra mile for you, but it is my choice to do so. If you demand it from me, you won't get it. I will however coat your no's in saccharine sweetness so you can swallow them.
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Sir -
I am responsible for nearly 90% of Cobb's sales to the RX-8 market, world-wide. I have over 400 units in the field and I am one of the very few calibrators that provides custom tunes for the device. I deal on a daily basis with dozens of customers, each with unique circumstances and requirements. For the most part, they do not seem to have the difficulties with the process that you have demonstrated.
I do not sell used merchandise - certainly not as new. In fact, I do not even open the AccessPORTs when they arrive here. I just turn them around and send them back out. Even suggesting that the AP you received is used is gratuitous.
As I am sure you are aware, you have received the merchandise and there is a quite adequate paper trail to that effect, so a charge-back through your credit card would NOT be advisable. I'm fairly certain that the credit fraud laws in Canada are very similar to those here in the US.
With all due respect, you are exactly the type of customer I refuse to service.
Please return the AccessPORT to me - with all of its original packaging and in its original condition - and I will gladly refund ALL of your money immediately upon receipt.
I'm sorry for any of the difficulties you may have experienced in complying with the process.
Clearly there is some sort of communication breakdown here. I can't imagine that you would speak to anyone in the manner that you have communicated here with me. Certainly not if you were expecting anything even remotely approaching acceptable service from me.
Good day.
- Jeff Abrams
I am responsible for nearly 90% of Cobb's sales to the RX-8 market, world-wide. I have over 400 units in the field and I am one of the very few calibrators that provides custom tunes for the device. I deal on a daily basis with dozens of customers, each with unique circumstances and requirements. For the most part, they do not seem to have the difficulties with the process that you have demonstrated.
I do not sell used merchandise - certainly not as new. In fact, I do not even open the AccessPORTs when they arrive here. I just turn them around and send them back out. Even suggesting that the AP you received is used is gratuitous.
As I am sure you are aware, you have received the merchandise and there is a quite adequate paper trail to that effect, so a charge-back through your credit card would NOT be advisable. I'm fairly certain that the credit fraud laws in Canada are very similar to those here in the US.
With all due respect, you are exactly the type of customer I refuse to service.
Please return the AccessPORT to me - with all of its original packaging and in its original condition - and I will gladly refund ALL of your money immediately upon receipt.
I'm sorry for any of the difficulties you may have experienced in complying with the process.
Clearly there is some sort of communication breakdown here. I can't imagine that you would speak to anyone in the manner that you have communicated here with me. Certainly not if you were expecting anything even remotely approaching acceptable service from me.
Good day.
- Jeff Abrams
3-wheeler
Joined: Dec 2005
Posts: 2,734
Likes: 1
From: Phoenix
Well said Jeff, well said.
I can honestly say that hanging around at Jeff's place on a regular basis I'm able to view some of the daily nonsense emails. I wish I could say that emails listed above were uncommon but frankly it's almost a daily event. So, I hope many of you can appreciate the level of service that MazdaManiac provides despite having to field emails such as the example above on almost a daily basis.
I can honestly say that hanging around at Jeff's place on a regular basis I'm able to view some of the daily nonsense emails. I wish I could say that emails listed above were uncommon but frankly it's almost a daily event. So, I hope many of you can appreciate the level of service that MazdaManiac provides despite having to field emails such as the example above on almost a daily basis.
haha.
I have to write responses like Jeff's all the time. Unfortunately it's a necessary evil to what I do so when I see people acting like idiots here, I just speak my mind.
Besides, anyone who can't understand simple instructions (1st post of AP thread) will merely be even more confused with a response such as Jeff's. They obviously lack the brain power to understand the simplest of things.
Einstein once said; Make things as simple as possible, never simpler.
I have to write responses like Jeff's all the time. Unfortunately it's a necessary evil to what I do so when I see people acting like idiots here, I just speak my mind.
Besides, anyone who can't understand simple instructions (1st post of AP thread) will merely be even more confused with a response such as Jeff's. They obviously lack the brain power to understand the simplest of things.
Einstein once said; Make things as simple as possible, never simpler.
You out recruiting more UT peeps for the vegas trip?
P.S. I was Utah last year, you guys have some strange drinking laws.
Call me ROTO BAGGINS
iTrader: (1)
Joined: Apr 2008
Posts: 462
Likes: 0
From: The big OH yeah! (Cincinnati, OH)
I think that one reason customers might be so abrasive is that everyone is conditioned by everything they've ever been told that the sole goal of a mechanic is to dick you out of as much money as humanly possible. So people automatically become defensive on the subject. But that isn't an excuse, just part of the cause. People are bastard coated bastards with a stale hardened bastard filling.
Funny story on that - I work for a software company that hosts 3D model catalogs on the web. We have a UI that is less than perfect, but we serve out literally millions of CAD orders per year to hundreds of thousands of customers. But apparently, one guy couldn't figure it out, and I was greeted by an email (all caps) in which he dropped the F-bomb 8 times. Even better, it was sent from his work account. He wrote this 2 paragraph long tirade, each sentence more vulgar than the last, and then actually sent it. I was dumbfounded.
Normally, I can handle a grouchy customer. I know what it's like to be frustrated by a product, and I try to be as helpful as I can. But as a reasonable person, I cannot bring myself to care what someone like that thinks of me or my employer. In fact, I would rather we do not associate with people who cannot harvest even a single shred of professionalism.
Long story short - if you ever consider doing business with FIBERlite (Piramoon Technologies, Inc.), I would strongly suggest you reconsider.
Funny story on that - I work for a software company that hosts 3D model catalogs on the web. We have a UI that is less than perfect, but we serve out literally millions of CAD orders per year to hundreds of thousands of customers. But apparently, one guy couldn't figure it out, and I was greeted by an email (all caps) in which he dropped the F-bomb 8 times. Even better, it was sent from his work account. He wrote this 2 paragraph long tirade, each sentence more vulgar than the last, and then actually sent it. I was dumbfounded.
Normally, I can handle a grouchy customer. I know what it's like to be frustrated by a product, and I try to be as helpful as I can. But as a reasonable person, I cannot bring myself to care what someone like that thinks of me or my employer. In fact, I would rather we do not associate with people who cannot harvest even a single shred of professionalism.
Long story short - if you ever consider doing business with FIBERlite (Piramoon Technologies, Inc.), I would strongly suggest you reconsider.
