Customer Service or lack there of?

[quinton]

This is why I buy from only two or three companies at the most. It's also about who you know now days. Best thing to do is blow it off and just don't do business with them anymore. Live and learn. Lee is a great guy! He also keeps your rookie mistakes quiet. Lol. Had to throw that in there man!

 

[catman3126]

This is why I buy from only two or three companies at the most. It's also about who you know now days. Best thing to do is blow it off and just don't do business with them anymore. Live and learn. Lee is a great guy! He also keeps your rookie mistakes quiet. Lol. Had to throw that in there man!

HAHA anytime man. LOL you keep me entertained somedays.

 

[Verlon at ATP]

Mike L called me once. I answered and he said " hey I didn't mean to call you". Then we had a 30 minute conversation!

We have 10 lines at the shop. There are many days when everyone of them is ringing. We do our best to answer all calls and provide great customer service for everyone. It can be hard sometimes. We are all human and make mistakes, but as long as we keep trying to be better, that is all you can ask.

 

[catman3126]

Mike L called me once. I answered and he said " hey I didn't mean to call you". Then we had a 30 minute conversation!

We have 10 lines at the shop. There are many days when everyone of them is ringing. We do our best to answer all calls and provide great customer service for everyone. It can be hard sometimes. We are all human and make mistakes, but as long as we keep trying to be better, that is all you can ask.

I've never talked to you but I have Rob and Dustin and both have been good to deal with even for small parts. and had contact information that all I had to do was verify. thats nice to be kept in the system.

 

[cstephens93]

Monte is who I usually chat with via email. He's pretty good at getting back to me fairly quick. Since Rob is so busy all the time, I hardly actually talk to him

 

[catman3126]

Yeah I was really surprised when rob answered the phone and sold me a ash tray DSP5 plate.

 

[Verlon at ATP]

Rob is trying to be available more to customers. His tuning load keeps him pretty busy, but he does take a lot of the overflow calls. He's fairly knowledgeable on the duramax's.

 

[TheBac]

After over 30 years dealing with the public, I find that Customer Service is a two-way street.
The old adage, "The customer is always right" is so far from correct it's astonishing.
Yes, some businesses need lessons in courtesy and support (none of which are the supporting vendors mentioned in this thread), yet so do some customers. Good luck trying to get those people to understand that.

 

[MACKIN]

After over 30 years dealing with the public, I find that Customer Service is a two-way street.
The old adage, "The customer is always right" is so far from correct it's astonishing.
Yes, some businesses need lessons in courtesy and support (none of which are the supporting vendors mentioned in this thread), yet so do some customers. Good luck trying to get those people to understand that.

I agree so individuals have big attitude problems as well as chips on their shoulders and look at things as if they are living on a one way street.

Not my problem no matter what

 

[zfuller123]

Speaking as a guy with a small business and sponsor here - I can relate to both sides of the conversation. I put in 70+ hours a week, hundreds of emails and dozens of phone calls. I have 3 people answering phones now to try and take some of the tech support stuff and general questions off my plate so I can focus on work - however there are those that call that insist they speak to me or that I call them back ASAP and quite honestly, after weeks of 6-7 days a week and 70-90 hours each week - I have to draw lines somewhere.

Some people think we're rude (we get told our service sucks from time to time) - however I'm doing everything I can to take care of those people already on my plate who were already in line waiting for tunes, have tuning issues that we need to resolve, etc - I try my best to prioritize if someone has a real emergency over just 'wanting to talk' - and that upsets some people. I love the business I'm in, but it has definite drawbacks - especially when I end up becoming tech support for some other companies products because they won't answer their phones or return their emails. It's like they took their money and ran - then the customer is left hanging and calling for help to anyone that will... So we try. Even though we're not a large shop, our primary aim is on customer service and quality product. That makes us slower because a lot of the times the people we're helping aren't even our customer, and yes I/we make mistakes too - days where over 200 emails come in - it is difficult to sort through prioritize and respond let alone make sure we're keeping the emails straight...

Just a bit of a tough spot to be in, but we're here to make money and to help customers both- we just can't always do it at the drop of a hat and that seems to make some people upset with us.