Help Desk

[Just Floatin]

George, I thought you might be interested to see how the Help Desk responds to a customer that is not satisfied with their dismal excuse for assistance. This concerned a Sierra manifold kit that was ordered and arrived incomplete. My initial e-mail stated that the catalog indicated gaskets and plugs were supplied with the kit but there were none with the shipment. The Help Desk response was the phone number to Sierra and a contact, implying that I need to take care of it myself. Here are the e-mails that followed: Richard, that shows you don't have a clue haw this industry works. Its like if you get a package form UPS and its damaged. If I call and say our customer got a package thats damaged, forst words out of there mouth will be "how do you know" You did not get it". And either hang up on us or tell us to have you call. So whena customer call with a dameged package, we have to have them call ups amd give them the UPS tracking number and say the package is damaged. They can then hang up and we can call UPS and say ok, you have a customer dammage report on package.......
No different here. If we call Sierra, its the same deal, "how do you know", "maybe they should ship the whole thing back to you, and you can reship to them". Richard when you have been dealing with these manufacturers since 1948 like we have you will learn every short cut, every work around and every way to get the customer the parts he needs as fast as possible.

But tell you what, if you want to do it your way we can process a return and you can ship everything back to us, because that is Sierra's policy. You need all the boxes intact in the origional configuation, let me know so I can give you there address.

--------------------------------------------------------------------------------
My response to the "help" I received initially.
Sent: Tue, 19 Jun 2007 18:14:11 -0500
To: partsrb2@gr5tboatfix.com
Subject: Re: [0B6-0E04DA14-203C] Missing gaskets

Gee hope I didn't put you to too much trouble. You should have made that
call, not me.

 

[Flutterby]

I was in customer service for 15 yrs. I never directed my customer to contact the supplier! If the product was purchase d from my company, I did all of the leg work to satisfy my customer. Perhaps Boatfix management needs to have a meeting with Sierra and com to an agreement that they will only deal with Boatfix personnel and Boatfix will NOT refer customers to Sierra directly.

JMHO

 

[Just Floatin]

I agree with your policy Flutterby. What amazes me about the rambling in the response from Help Desk is not only was it written with an attitude, but please, if you are not going to learn how to spell, at least learn how to use Spellcheck.
I have received the missing parts, after calling Sierra and staying on hold for 20 minutes (not a toll free number) only to discover that they were closed for the day. Their recording kept saying that someone would be with me shortly. I finally left a message and they returned my call the next day. But Sierra confirmed that Boatfix could have made the call.
It's a shame that there is a trend concerning a lack of pride and concern for the customer. Is Boatfix falling into this trend?
Thanks for allowing me to vent, Rick