PST - Worst service EVER
With any story there are two sides to it. I do apologize for the late response to this thread as I was out of the office this past week on vacation and had limited access to the internet. Prior to MrJLR post I was aware of the situation because besides overseeing the marketing and the forums I also oversee our companys website and the questions and inquiries that come in (we call them cases). My post today is not to play tit for tat or one up. I am posting specifically facts and documentation of what transpired with this order.
6/1/15 Order was placed for leaf springs through website.
6/2/15 Customer made inquiry (case) through website for conformation and eta. Customer was quoted 2-3 weeks
6/9/15 Customer call for eta, customer service estimated 1 more week before delivery
6/12/15 Customer called and wanted to change leaf count to 6 leaf. By making the changes this now re-extends (2-3 weeks) the lead time.
6/17/15 Customer inquired through website case on eta of order. Customer service called customer and informed him 2 weeks.
6/25/15 Customer emailed for eta on through website. Customer service contact customer same day and informed him that parts were estimated to ship out that Monday (29th).
6/30/15 Customer contacted through website stating If they havent shipped as of today- I WANT A REFUND. Customer service called customer but was hung up on. Tried calling back and tried to leave a message but voice mail box was full. Then followed up with an email (see attached).
7/1/15 Customer contacted us through website email again with no response ?????????????????? We responded to him through the case and asked him to call our customer service manager and made him aware of the email from the 30th cancelling the order.
7/7/15 Customer sends message through website asking were parts are. We responded to it asking him to contact our customer service manager as he had been trying to get a hold of him via phone and email.
7/7/15 As per customers request on 6/30 the order was cancelled and a refund was in process
7/10/15 Customer calls looking for status of where his springs were. Dan told him that order was cancelled and a refund was processed and a follow up email to him was done on 6/30 stating this.
We did our best to respond to every one of the customers inquiries via the website or through phone and in most cases the same day. The main reason for the delay in the order, was that partially through the making of the springs (made to order in the USA) the order was change on leaf count and ride height. So in mid production a new set of leafs had to be made. So the original set was pulled from the line to make the new set that the customer requested. Which in turn extended out the eta on the springs.
We work hard to keep our customers happy and informed and in this case we did every means possible in responding a timely manner.
Thanks
James
Attached is all the documentation: the order, the cases, and the email from the 30th notifying him that the order was cancelled per his request. Now I did black emails and last name for privacy.
Cases
Email of Cancellation:
Order with refund posted:
With any story there are two sides to it. I do apologize for the late response to this thread as I was out of the office this past week on vacation and had limited access to the internet. Prior to MrJLR post I was aware of the situation because besides overseeing the marketing and the forums I also oversee our companys website and the questions and inquiries that come in (we call them cases). My post today is not to play tit for tat or one up. I am posting specifically facts and documentation of what transpired with this order.
6/1/15 Order was placed for leaf springs through website.
6/2/15 Customer made inquiry (case) through website for conformation and eta. Customer was quoted 2-3 weeks
6/9/15 Customer call for eta, customer service estimated 1 more week before delivery
6/12/15 Customer called and wanted to change leaf count to 6 leaf. By making the changes this now re-extends (2-3 weeks) the lead time.
6/17/15 Customer inquired through website case on eta of order. Customer service called customer and informed him 2 weeks.
6/25/15 Customer emailed for eta on through website. Customer service contact customer same day and informed him that parts were estimated to ship out that Monday (29th).
6/30/15 Customer contacted through website stating If they havent shipped as of today- I WANT A REFUND. Customer service called customer but was hung up on. Tried calling back and tried to leave a message but voice mail box was full. Then followed up with an email (see attached).
7/1/15 Customer contacted us through website email again with no response ?????????????????? We responded to him through the case and asked him to call our customer service manager and made him aware of the email from the 30th cancelling the order.
7/7/15 Customer sends message through website asking were parts are. We responded to it asking him to contact our customer service manager as he had been trying to get a hold of him via phone and email.
7/7/15 As per customers request on 6/30 the order was cancelled and a refund was in process
7/10/15 Customer calls looking for status of where his springs were. Dan told him that order was cancelled and a refund was processed and a follow up email to him was done on 6/30 stating this.
We did our best to respond to every one of the customers inquiries via the website or through phone and in most cases the same day. The main reason for the delay in the order, was that partially through the making of the springs (made to order in the USA) the order was change on leaf count and ride height. So in mid production a new set of leafs had to be made. So the original set was pulled from the line to make the new set that the customer requested. Which in turn extended out the eta on the springs.
We work hard to keep our customers happy and informed and in this case we did every means possible in responding a timely manner.
Thanks
James
Attached is all the documentation: the order, the cases, and the email from the 30th notifying him that the order was cancelled per his request. Now I did black emails and last name for privacy.
Cases
Email of Cancellation:
Order with refund posted:
