Customer service rant

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contender

Ruger Guru
Joined
Sep 18, 2002
Messages
21,018
First off,, this is NOT about the gun industry customer service.

But,, it has to do with other companies.
Just in the last week or so,, I've had an issue with a product,, that would not work as advertised. Since the company had a web presence,, & NO phone number to where I could actually call someone,, I went through the song & dance routine using emails.

Finally,, Sunday,,, I sent ANOTHER email to them,, stating that this was an official notification of a demand for a refund of some money. I gave them (5) business days to reply before I got my CC company involved & disputed the charges.
Amazingly,, today,, I got an actual phone call from the company.
This is where it gets frustrating.
I had emailed ALL the information to them. They had the details. In fact,, they verified my email address,,, AND told me they had my emails etc. Now,, I was actually driving between jobs,, AND I SAID SO TWICE so they knew why I didn't have any of the stuff in front of me.
Then the lady said; "I want to walk you through the trobleshooting process." Now,, my employee,, about choked when she asked that. I politely,, but firmly asked; "Just what part of me saying that I'm driving down the road & using my bluetooth did you not hear or understand?" That was followed by several moments of silence,, to where I actually asked; "Are you still there?" She came back on,, and said, "Oh,, I missed that." So I said; "You are customer service,, and you did NOT listen to me,, say that TWICE before?"
Apologies.
And then she went into asking me questions about my item.
Then I also replied; "You told me you had my emails & file in front of you. WHY NOT READ THEM to get all that info? It's right in front of you!"
Silence again,, then another apology.

Well, she finally agreed to the refund I requested,, AND a replacement of the item.

When I got off the phone,, my employee said; "Is that woman retarded? You told her things several times,, and I wanted to say something. She must not understand anything."

And to top it off,, earlier in the morning,, I had called a different company as well as trying to get online with them to stop a service. I had to get very direct & blunt with the lady on the phone telling her to quit wasting my time trying to convince me to not cancel the service,, not once,, not twice,, but three times. Three times I told her,, "I just want to stop the service." The third time,, I had to say; "Lady,, what part of stop my service did you not understand? I do NOT have the time to waste with you trying to keep me as a subscriber. CLOSE THE ACCOUNT! "

She FINALLY agreed to do it.

It's bad enough to have a poor customer service occasionally,, but twice in one day,, and made worse by the service people NOT listening to what is said,, or even printed in front of them.

But I guess I'm spoiled.
Call most firearm related companies,, and you can get a live person,, polite direct quality service. I haven't had,, as yet,, a poor CS issue with any firearm related company.

Kinda says a lot about companies AND employees in general.

Ok,,, rant off!
 

hittman

Moderator
Staff member
Moderator
Joined
Jan 16, 2008
Messages
9,009
You should try to get General Motors to replace your $69,000 Silverado that in 2 years had 5 batteries, 2 complete computers, 2 days of service in person from a GM engineer, too many sensors to count, 3 tow bills, etc.

Gotta be persistent these days. And, don’t forget to document everything.
 

Fox Mike

Hawkeye
Joined
Nov 17, 2009
Messages
9,986
It is amazing how people on the 'other end' can't seem to understand simple English. I have been receiving a neubulizing medicine through Express Scripts for years, since the Army pharmacy doesn't carry it. Express Scripts notified me that I was due for a new supply and did I want it. I replied "YES". It never arrived. The wife spoke with someone at the Express Scripts office, explained the problem, and asked what needed to be done to get my refill. They told us that Tricare would not cover it and I needed to have another prescription sent them through my additional insurance. The pulmonary doctor sent a new prescription along with all the necessary insurance information. I was notified that the meds were now on the way. That was three weeks ago... I am still waiting. One more attempt to see what is holding up the delivery now.
 

contender

Ruger Guru
Joined
Sep 18, 2002
Messages
21,018
Amen on documentation. I had to ask the CS reps a few times to repeat their names,, (writing them down,) and I asked for,, and have received emails confirming what action was being taken. Plus,, I get case numbers,, & write detailed notes.
Not my first rodeo.
 

mike7mm08

Buckeye
Joined
Mar 14, 2005
Messages
1,709
I actually prefer emails. To many times I have been told things over the phone that were later denied. You can take all the notes you want. But unless you have the conversation recorded they will just deny deny deny if it suits them. Email makes them put something in writing. Which is probably why complaint emails or those asking the company to do something for you are so often unanswered.
 
Joined
Nov 5, 2007
Messages
7,567
I actually prefer emails. To many times I have been told things over the phone that were later denied.

Ain’t that the truth! I just signed up for wireless internet through Verizon. My first bill isn’t at all what the person on the phone told me when I signed up. It’s $10 a month more than what she said. Fortunately the service is extremely fast, unfortunately it’s so difficult to get to speak to someone I’m just going to pay it.

Contender, good luck with the customer service people. You are more patient than I am.
 

mike7mm08

Buckeye
Joined
Mar 14, 2005
Messages
1,709
Just got treated to exceptional customer service. Once a again from a firearm company. Bought a charter arms bull dog used. Cylinder latch was binding up a bit. Took it apart and found the issue. In the process I launched a spring loaded part. Called charter.Answered phone on the second ring. Explained I was not the original owner and I took it apart to repair previous damage. I asked for two of each part I needed. Lady knew all the parts I needed just by description. Took all my info. Except she would not take any payment info. No charge for about fifty bucks worth of parts to fix user error damage.
 

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