Bad experience @ Bulletproof Automotive
#46
07-01-2005 | 10:46 AM
Originally Posted by BulletproofG35
Michael it would be highly beneficial to those reading if you were to tell the complete story. Your explanation is extremely biased and makes you seem like Mr. Innocent. We do have the HKS in our warehouse, however Roo did not realize it was already on hold for another customer. We made a mistake as Rich tried to explain to you. From what I heard, you proceeded to argue with Rich over the phone even telling us to "get our $HIT together". Furthermore, it doesn't help the situation by publicly bashing our customer service.
Communication = Good Customer Service.
BTW, stating his frustration on this board is not bashing your business. It's just making us all aware ROO is not a reliable person to place an order with.
#47
07-01-2005 | 10:50 AM
Thread Starter
|
Bruce Gee
Joined: Jan 2005
Posts: 214
Likes: 0
From: FL
Originally Posted by neffster
Hey Mike, If it makes you feel any better I'd never hang up on you man. 
In the future you should consider what I've posted below (you seem to be missing a really important point from the customer side of this equation)...
1. Never get rude with the supplier. You can get politely forceful, but never get rude!
2. Always let the supplier speak and listen carefully. (Give them enough rope to hang themselves.) If they try to lie, they'll quickly get tripped up in their lies, you call them on it and then you get to step 3 almost guaranteed.
3. You were asked the most powerful question a consumer can be asked by the supplier... "What do you want?" At this point you should have said, I'd either like the exhaust you're holding at the offering price or I'd like another one at your COST! They'd probably not go for that buy you might get an exhause in 6 weeks from now for WAY CHEAPER than anyone else gets one for. Come 8 weeks from now you'd be SUPER HAPPY and would have completely forgot about your wait!
4. This is a small world and (trust me on this one) you're going to want to do business with this company again.
I had a run in with Paul at Avalon racing over a 16 week 'misunderstanding' with a JIC Y-Pipe. I was told 4-6 weeks and it kept getting 'pushed out' 1 week at a time for way over 2 ADDITIONAL MONTHS! I was also told that my CC wouldn't be charged until the order shipped from his store to my house when I was charged the same day the order was placed.
Unfortunately Paul and my accounts of the situation are VERY DIFFERENT (big surprise to you right? ). I went on my350z.com and bashed Paul and his business. I didn't really feel better and didn't accomplish anything. After about 4 months I needed advice on starting the FGC. I was told that 'Paul' had taken over the largest 350z club in the USA. I was given his number by GodZilla and then had to swallow my pride and call him. I talked about insurance and a couple of other things, all the while, feeling horrible about what I had said about him on the public forums (even though I knew I was 100% accurate in my posts).
Now, I'm looking for a good deal on a VORTEC S/C and I'll give you one guess as to who out there has the BEST PRICE?
That's right, Paul at Avalon Racing. It looks like it just might be time for another serving of cold crow for good ol' Neffster... :swallows pride:
In the future you should consider what I've posted below (you seem to be missing a really important point from the customer side of this equation)...1. Never get rude with the supplier. You can get politely forceful, but never get rude!
2. Always let the supplier speak and listen carefully. (Give them enough rope to hang themselves.) If they try to lie, they'll quickly get tripped up in their lies, you call them on it and then you get to step 3 almost guaranteed.
3. You were asked the most powerful question a consumer can be asked by the supplier... "What do you want?" At this point you should have said, I'd either like the exhaust you're holding at the offering price or I'd like another one at your COST! They'd probably not go for that buy you might get an exhause in 6 weeks from now for WAY CHEAPER than anyone else gets one for. Come 8 weeks from now you'd be SUPER HAPPY and would have completely forgot about your wait!
4. This is a small world and (trust me on this one) you're going to want to do business with this company again.
I had a run in with Paul at Avalon racing over a 16 week 'misunderstanding' with a JIC Y-Pipe. I was told 4-6 weeks and it kept getting 'pushed out' 1 week at a time for way over 2 ADDITIONAL MONTHS! I was also told that my CC wouldn't be charged until the order shipped from his store to my house when I was charged the same day the order was placed.
Unfortunately Paul and my accounts of the situation are VERY DIFFERENT (big surprise to you right? ). I went on my350z.com and bashed Paul and his business. I didn't really feel better and didn't accomplish anything. After about 4 months I needed advice on starting the FGC. I was told that 'Paul' had taken over the largest 350z club in the USA. I was given his number by GodZilla and then had to swallow my pride and call him. I talked about insurance and a couple of other things, all the while, feeling horrible about what I had said about him on the public forums (even though I knew I was 100% accurate in my posts).Now, I'm looking for a good deal on a VORTEC S/C and I'll give you one guess as to who out there has the BEST PRICE?
That's right, Paul at Avalon Racing. It looks like it just might be time for another serving of cold crow for good ol' Neffster... :swallows pride: P.S. The next time I talk to you on the phone I will hang up on you before you get a chance to hang up on me first. Hehehehe...beware.
#48
07-01-2005 | 03:04 PM
Registered User
Joined: Feb 2005
Posts: 488
Likes: 0
From: Redmond, WA
I appreciate you posting your experience with a retail business. These kinds of things are important to me; real-time supply chain and status (say 'hold' for instance?) for example. There are plenty of businesses out there that invest in this capability to provide the consumer more efficient and accurate service. Yes, mix-ups occur with companies, generally larger ones with increased difficulty in supply management. Not sure why it's happening with a smaller one. Oh, yes I do.
I would gladly pay more money if it means the business will take additional care and provide clear and concise detail in MY transaction. And this I do. If there's one thing that gets old, it's businesses with poor I.T. investment, poor training for their front-end customer-facing employees, and questionable sourcing.
I find it surprising the company has posted responses surrounding an 'apology', among other things. You have a customer that is unhappy. Give him a call and make something happen. He'll probably come back on here and post that a solution was developed by the company itself that equated to mutual satisfaction. Why not? It might make you proud to be a business owner. Geniuses.
Thanks again.
I would gladly pay more money if it means the business will take additional care and provide clear and concise detail in MY transaction. And this I do. If there's one thing that gets old, it's businesses with poor I.T. investment, poor training for their front-end customer-facing employees, and questionable sourcing.
I find it surprising the company has posted responses surrounding an 'apology', among other things. You have a customer that is unhappy. Give him a call and make something happen. He'll probably come back on here and post that a solution was developed by the company itself that equated to mutual satisfaction. Why not? It might make you proud to be a business owner. Geniuses.
Thanks again.
#51
07-01-2005 | 03:37 PM
Originally Posted by Chico
Mistakes happen everyday, but you should have contacted the customer as soon as you discovered the problem. I don't think the customer has to be chasing after companies after the purchase to get the product delivered.
Communication = Good Customer Service.
BTW, stating his frustration on this board is not bashing your business. It's just making us all aware ROO is not a reliable person to place an order with.
Communication = Good Customer Service.
BTW, stating his frustration on this board is not bashing your business. It's just making us all aware ROO is not a reliable person to place an order with.
now, if bulletproof will just offer the guy a courtesy discount, then this can just go away. it's not a big deal. this is exactly the reason why i abhor the american retail/customer service mentality--that is, if any problems (even the slightest) occurs, many customers feel entitled for free services/discounts and the right to complain and ruin the business' name. for example, i had a customer who made an order at my business and was told it normally takes 1-2 weeks for completion. two days later, he calls and tells my receptionist that he needs it by the upcoming friday (two days away). we then tell him that his order was a custom special order that normally takes up to two weeks since only two labs in the country can complete his order. he subsequently became irate. i politely reminded him that his order was a custom special order and that we had originally told him of the normal completion time. however, i immediately offered to him a 20% off courtesy discount for his trouble. he demanded that the work be done for free!!! obviously, i politely declined but reiterated my discount to him. he continued cursing at me and making it out like this was my fault. finally, he cancelled his order. this is the american way....this is the crap that i constantly have to deal with
Last edited by Z2G; 07-01-2005 at 03:57 PM.
#52
07-01-2005 | 03:45 PM
Registered User
Joined: Jan 2004
Posts: 2,383
Likes: 0
From: Fairfax, VA
Originally Posted by BulletproofG35
Michael it would be highly beneficial to those reading if you were to tell the complete story. Your explanation is extremely biased and makes you seem like Mr. Innocent.
Originally Posted by BulletproofG35
From what I heard, you proceeded to argue with Rich over the phone even telling us to "get our $HIT together". Furthermore, it doesn't help the situation by publicly bashing our customer service.
1. Good Customer Service
2. Good quality parts
3. Receive products on time
Also hanging up on anyone in the "retail" world is unacceptable and they should be fired. He has a right to get upset, he was told you guys have something and then the next day you don't have it. It doesn't matter that it was for someone else. If it was for someone else then you guys need a better tracking system. Learn some goddamn customer service!!! The customer is always right even if he is a d!ck.
#54
07-01-2005 | 04:20 PM
Registered User
Joined: Jan 2004
Posts: 2,383
Likes: 0
From: Fairfax, VA
Originally Posted by BulletproofG35
We have offered the customer a highly discounted price if he would like to place an order. We are awaiting his response.
#55
07-01-2005 | 04:26 PM
Registered User
Joined: Apr 2004
Posts: 416
Likes: 0
I can't believe Skyline 05 is being such a little girl about this whole thing. He found out ONE DAY after he placed the order. He didn't have to pay for anything and he is obviously trying to get something for nothing. The guys from bulletproof obviously did everything they could given the situation to make it right. Everyone makes mistakes, even big companys. If you came into my company throwing a fit like this. I'd tell you to go somewhere else. Yeah.. the customer is always right. Until he's wrong. And in this case, you are wrong. Now pull up your panties and go on your marry way trying to get everything for free.
/end rant.
/end rant.
Last edited by Import-Tooner; 07-01-2005 at 07:38 PM.
#56
07-01-2005 | 04:46 PM
and i'll bet money on this that the buyer wanted bulletproof to screw the first customer and to give him the one pre-paid/saved item that they currently have. i don't think any discount would have mattered...i don't think any approach (extremely polite or not) would have mattered. but to make everyone happy, i hope he just takes the discount and be happy with it. because in the end, IT WAS JUST ONE FRICKEN' DAY!!!!!!
#57
07-01-2005 | 05:58 PM
Originally Posted by SKYLINE_05
Thanks Todd, I understand what you are saying...I will take up your advice. Like always you have good wisdom.
P.S. The next time I talk to you on the phone I will hang up on you before you get a chance to hang up on me first. Hehehehe...beware.
P.S. The next time I talk to you on the phone I will hang up on you before you get a chance to hang up on me first. Hehehehe...beware.
