Customer Service.... Tell me why I am in the wrong.

REDLYNER

REDLYNER

Mall Crawling Race Rig
Joined
Oct 31, 2008
Location
Mountain Island
Resolved.
 
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Don't think you are in the wrong. You ordered and paid for a part but they sent you the wrong one. Then sent you the right one and wanted to charge you for it as well. I'd just write it off as shit happens and move on.
 
You didn't have a contract with the manufacturer, even if they shipped the wrong item, you should go through who you purchased the item from. Did you ever contact the company that you originally bought it from?

What you did though doesn't seem "wrong" I would send them the pivot back regardless since you don't need it and it isn't the right item your ordered from the vendor.
 
DSM Turbos said:
You didn't have a contract with the manufacturer, even if they shipped the wrong item, you should go through who you purchased the item from. Did you ever contact the company that you originally bought it from?

What you did though doesn't seem "wrong" I would send them the pivot back regardless since you don't need it and it isn't the right item your ordered from the vendor.
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I agree with this, except for the problem that he is going to be paying shipping for something that he didn't order to begin with and apparently has no hope of being reimbursed for that shipping.
 
Not if he contacts the original vendor and they send him a shipping label for the return.
 
:popcorn:

I didn't like the manufacturer telling me they would handle it, then because they were unable to get their money from the vendor, now they are saying it's my problem. I just didn't appreciate the attitude of "it's not my problem, it's your problem", when I didn't do anything wrong (in my opinion).
 
I think the majority of the manufacturers don't sell direct, which is one of the main reasons they don't deal with customer service. Not saying that it is ideal, but I can't really put anything on them. It wasn't their fault.

Not blaming you either, just the crappy vendor. They should have been the ones to make it right. That is their job. How did you not have contact info from the vendor that you bought it from?

Having worked in retail, I've seen both sides. Usually the manufacturer/supplier isn't all excited to do a whole lot with issues.
 
Being Brutally honest here....

Only Problem I see is that you threw out KOH as if that makes a difference to them and if they should be more helpful due to you being in the race..

I understand both sides.. they want there money and you already paid.. I do believe they need to work it out with the reseller and you need to send back the part that was wrong..
 
Ken,

He knew that is why I needed the shield. I talked to this guy for half an hour about racing while he was correcting the first order. He knew I needed it just for that race. He knows about my daily driver, he knows I race mostly East Coast instead of desert. He knows I was going to be mostly in canyons and not open desert and that is why h suggested the clear. I was trying to buy blue iridium or chrome and we joked about the mall crawler coolness of the blue and chrome.

I didn't throw out KOH for credibility.
 
Sounds like the guy did you a big favor. He could have insisted you go through the retail merchant you purchased from. Instead he shipped you the shield so you could finish 15th at KOH. Send the pivot kit back along with the dollar difference, eat the shipping cost. His customer service was outstanding.
 
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I actually have no problem paying out right for the shield. I just like accountability. When someone tells me not to worry, they'll take care of it, that is what I expect. I do not expect an email 2 months later because you couldn't take care of it and now want me to.



I didnt list real names or company names because I'm not bashing anyone. Hopefully it doesn't come out that way. I think this was an interesting situation and just thought I would share. It's not a mountain, it's a mole hill. I can see several different ways this could have gone down, but posted the route it did follow.


And I have $2 in a box with the pivot points. This isn't a live time issue, it's already handled, just curious what others thought.

Good feedback and points from the nc4x4's!
 
85 toy said:
Sounds lie the guy did you a big favor. He could have insisted you go through the retail merchant you purchased from. Instead he shipped you the shield so you could finish 15th at KOH. Send the pivot kit back along with the dollar difference, eat the shipping cost. His customer service was outstanding.
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This. It sounds like you made it the manufacturer's problem in the first place when you called them directly on an incorrectly-placed drop ship order and had them make it right. They did, and now you want them to eat the cost of the product and/or shipping.
 
I figured shipping back the product with the cost difference (which I suggested to the manufacturer) was the best solution.
 
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Like said above, You made it the manufacturer's problem when all they did was correctly fill an order that they were given. The mistake was made by the company that filled the order. In my opinion for the manufacturer to send out a replacement part immediately is good customer service. But you should have just taken it up with the company that made the mistake in the first place.
 
If you send me something for no charge because I call you and say I was shipped the wrong product.

It's now your problem you took responsibility. Now the fact they want you to pay them is ridiculous.

Wether it be the manufacture or the company you went through. If you needed me to pay you should of said so right then not 2 months later.

I would keep both till they mail you a return slip. Which should of came with the visor if they were worried about someone paying for the replacement item.
 
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