Impressive Customer Service!

TuxedoTaurus

TuxedoTaurus

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I have made a lot of online purchases with online vendors. I am very pleased with AG customer service. I placed an order and a couple products were out of stock. I received an email a head of time advising what products were not shipped, and estimated shipping time. What impressed me was I am aware of it now and will not be surprised when I receive the package with a note inside it. Worse case, as has happened with others, no notice at all and having to get in contact with them for information.

This helps especially if I were planning on using these for customers. I am aware ahead of time to make proper arrangements and not scrambling last minute to figure out what to do.

Thanks AG!
 
The best Custer service hands down. My friend just placed an order a few weeks back . I asked him to get me some yellow pinnacle wax pads. They put them in the same bag as a tire applicator he bought. The tire applicator was come apart and left black pieces of hard foam all over them. He felt really bad but I told him to just call cust service . He had a shipping confirmation for new pads in 7 minutes ! He couldn't believe it.
 
I worked in a customer based industry for 7 years. It is a difficult task, hard to please the customer and maintain company policy/standard. So any company that goes above expectations always makes me loyal. I know they will provide top notch products if they stand behind them. Unfortunately with web based services this is becoming rare, especially as companies grow and management is more worried about bottom dollar than keeping a customer. I know that some customers are difficult and expect something for nothing. Customer service is a HARD job.
 
I know exactly what you mean TuxTaurus! I, too, placed an order within the past week and got the exact same email saying one of my 6-7 items were back ordered with an expected shipping time frame. I didn't need that particular product immediately but if i hadn't received that notification and i DID need it i would be wondering where it was and would then spend some time on the phone. Not necessary because i was kept informed!

Stellar customer service and has been from day 1 for me some years ago.
 
Always good to hear. I'm as loyal as a dog to companies that I get good customer service from, its hard to come by these days! As you say, it's so important when you've got clients lined up, to know that the kit you've ordered is going to turn up
 
Yes, this happened to me too - good customer service. Refunded my $ very quickly no questions asked. Maybe I'm the only one, but this customer service shouldn't be necessary. If they would have had the correct inventory status on their website to begin with it wouldn't have been an issue. Hey, it happens sometimes and I get that, but this seems to be the norm based on everything I hear. Rather than have good customer service after the fact, I would rather them have accurate inventory status from the start. Now every time I would buy I wonder, "is this item really in stock, or are they just saying that?" But in reality, this is a huge pet peeve of mine with buying online, so this makes me more inclined to buy else where. Anyways, not hating, just giving my feedback; and feedback from customers is necessary for companies to grow and better. Just my $.08
 
I agree with AG customer service being really high in quality, in business and in human relationship.

However, on my last order, I was only advised about product being out of stock after contacting them personally.

I felt something strange was happening since no shipping confirmation was sent to me, and the last message I've received from them was:

'Dear Rafael,

We appreciate your response. Your order is currently processing. Shipment will be within the next 2 business days. If applicable tracking information will be provided once it is made available.'

After some days without any notice (would already have received order if shipped on time), TODAY I've mailed them and was answered my product is out of stock - would need ~10 business day for re-stock.

Waiting for delivery and my box is not even closed there hahah

For me, being brazilian, it's not easy just canceling the order and buying from another vendor. On that circumstance, I'd like to see what customer service may do for me,

even if in form of a message explaining the facts to clear things out, because it's looking like the product becoming now out of stock, and not being told about it was my fault...

Placed a thread, also, to help me dealing with it.
http://www.autogeekonline.net/forum/rupes-bigfoot-polishers/80987-rupes-21-polishers-out-stock.html

Hope to finish my case with the same 'Impressive Customer Service!' you posted today. I just want to be sure I'm being taken care of. I plentiful understand that Mistakes can happen, and it's acceptable if properly advised.

Kind Regards.
 
GreatAvalon said:
Yes, this happened to me too - good customer service. Refunded my $ very quickly no questions asked. Maybe I'm the only one, but this customer service shouldn't be necessary. If they would have had the correct inventory status on their website to begin with it wouldn't have been an issue. Hey, it happens sometimes and I get that, but this seems to be the norm based on everything I hear. Rather than have good customer service after the fact, I would rather them have accurate inventory status from the start. Now every time I would buy I wonder, "is this item really in stock, or are they just saying that?" But in reality, this is a huge pet peeve of mine with buying online, so this makes me more inclined to buy else where. Anyways, not hating, just giving my feedback; and feedback from customers is necessary for companies to grow and better. Just my $.08
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The company I buy from in the UK (Waxamomo) have recently started displaying 'in stock' or 'out of stock' signs next to products on their site. It really does make life easier, but I guess it might also put off prospective buyers, so it's a gamble for sellers to do it.
 
I generally see the 'This item is Backordered' advise at AG site.

What I can't understand is there's no sign of the product being out of stock, in any of PBMG sites.

Strange... but happened, like always, to me! lol
 
Niblick said:
The company I buy from in the UK (Waxamomo) have recently started displaying 'in stock' or 'out of stock' signs next to products on their site. It really does make life easier, but I guess it might also put off prospective buyers, so it's a gamble for sellers to do it.
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:xyxthumbs: That's how it should be done. The customer should know if it is in stock or not, or at least they should not be told it is in stock when in fact it is not. If it is out of stock it very well might put off prospective buyers, but its unethical to say in stock and have it be out of stock IMO. I monitored AG when I was dealing with my out of stock thing. They had no ETA of when it would be in stock, but yet their website continued to say "In stock" even after I called and made them aware as I got my refund.

So rather than putting me off from buying 1 thing, now it becomes a headache to me, it's annoying to me, and at the end of the day I'm getting a refund regardless. On top of that, now I question every purchase. So a lot more harm was done rather than loosing out on one product.

Sorry if that came across as me disagreeing with you. I am actually trying to say you are 100% right in your post. It does make life much easier for the consumer. Hopefully AG sees this and thinks about implementing a better inventory status system, or at least take the "In Stock" out of all their listings if it is not going to be accurate.
 
I agree with the out of stock on the site upfront, it is hard especially when places run sales to keep everything real time current. I have had issues with a few other online vendors to never even notify me something was out of stock or discontinued. That is why I was pleased about this. It can be frustrating once an order is placed. I will pay Higher prices to source things locally just so I have it in hand when I hand over my hard earned money.

Tato, I know your pain I am living in Trinidad, and it is expensive and a pain to ship things here that you cant find. I hate dealing with custom agents, and especially paying extortion to a "broker" who is making a killing to do nothing IMHO. I hope they really come through for you.
 
Tato said:
I generally see the 'This item is Backordered' advise at AG site.
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I've seen it too. But if it's not accurate for it all, none of it matters to me. When it says "backordered" my expectations are set accordingly. When it says "in stock" and it is backorded, especially when the status continues to say "in stock" after they know it is not, the company has lost a bit of my trust.

Like I said, I'm not an AG hater by any stretch of the imagination. Just giving some feedback! :xyxthumbs:
 
GreatAvalon said:
Sorry if that came across as me disagreeing with you.
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I didn't take it that way at all. If I get my feelings hurt that easy I have no business in a forum or communicating to any one for that matter:dblthumb2:

You have every right to be perturbed about your situation. It is great to share personal experiences. It helps others to get a real expectation of dealings with a company, and like said before they can either improve or ignore and loose a future customer. The worst thing for a business is the "silent customer". One who just gets disappointed and never voices concern or does business with them again. With out voiced concerns a company will never grow.
 
TuxedoTaurus said:
I didn't take it that way at all. If I get my feelings hurt that easy I have no business in a forum or communicating to any one for that matter:dblthumb2:

You have every right to be perturbed about your situation. It is great to share personal experiences. It helps others to get a real expectation of dealings with a company, and like said before they can either improve or ignore and loose a future customer. The worst thing for a business is the "silent customer". One who just gets disappointed and never voices concern or does business with them again. With out voiced concerns a company will never grow.
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Very well said!!! :dblthumb2:
 
Thanks for support. Although I know they are honest enough to offer a full refund (!) with even correction if needed (this is for sure not my concern), I was not placing an order to play 'give money, get same money back' game.

Even this way, I'll have to wait for their message and solution, keep trying to negotiate, wait for refund (if that's the case), wait for money to come out from Credit Card billing, all this before trying to order somewhere else.

For a product I ordered that would be used really soon (scheduled works to start using it, and other things included in order that will also be delayed because of 1 product), this means a great loss for me. In time, and in money. I've scheduled works within some weeks margin to have plenty of time until order and receipt, however it looks like now I'm in a hurry anyway. Wasn't expecting this, and

I wouldn't have placed an order if the page of product clearly stated out of stock, just buy if you are willing to wait a month.

Just it.

Sorry for me,
 
Tato said:
For a product I ordered that would be used really soon (scheduled works to start using it, and other things included in order that will also be delayed because of 1 product), this means a great loss for me. In time, and in money.
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This is exactly why it is important for the status to be accurate! :props:
 
Tato, Props to you and the work I have seen from you. Detailers in the US really don't know how good they have it with availability. Here (not sure but maybe similar in Brazil) finding good products is like searching for a person and being told they are somewhere walking around Rio. Good Luck! For you to be this dedicated to providing the best service I wish there was someone like you here. I know your rep is on the line when orders go wrong. I hope it ends up being a win/win situation for your order and your business.
 
I can tell you this, if you ever have a problem with a product there is no one you would rather deal with. I just flat out have bad luck. First I bought a Meguires Da. It lasted through 1 and 1/2 cars. I called them and she apologized and sent me a call tag and told me as soon as it was in UPS's system she would ship the new one (PC 7424) . Not after they got it back and inspected it like most companies I had a shipment notice by the time I got back from UPS.
Next I got CQuartz. The very top of the lid was broken off. It was still in place and it seemed that some of the product had sealed it . The product was still liquid. I made the mistake of trying to use it..bad move! I called them and they gave me credit on the product which I applied to a 50ml bottle of EXO. When I went to use the EXO a few weeks later I cut the package open grabbed the bottle top and pulled out a bottle with the bottom broken off. I called and no problem. The salesman even asked me if I needed anything else since the freight would be free. Would have been convenient if I had needed anything. The way these product were damaged it isn't anything they would have known without opening the packaging.
Bottom line I didn't get a hard time, I didn't get any attitude. What I got was my problems taken care of in a very professional manor.
 
It was nice talking to you guys about my concerns. At least I feel relieved I'm not passing for this alone, and your great experiences makes me confident things will be solved the best manner, and hopefully, fast.

Thanks for sharing your thoughts,

Kind Regards.
 
DaveT435 said:
I can tell you this, if you ever have a problem with a product there is no one you would rather deal with. I just flat out have bad luck. First I bought a Meguires Da. It lasted through 1 and 1/2 cars. I called them and she apologized and sent me a call tag and told me as soon as it was in UPS's system she would ship the new one (PC 7424) . Not after they got it back and inspected it like most companies I had a shipment notice by the time I got back from UPS.
Next I got CQuartz. The very top of the lid was broken off. It was still in place and it seemed that some of the product had sealed it . The product was still liquid. I made the mistake of trying to use it..bad move! I called them and they gave me credit on the product which I applied to a 50ml bottle of EXO. When I went to use the EXO a few weeks later I cut the package open grabbed the bottle top and pulled out a bottle with the bottom broken off. I called and no problem. The salesman even asked me if I needed anything else since the freight would be free. Would have been convenient if I had needed anything. The way these product were damaged it isn't anything they would have known without opening the packaging.
Bottom line I didn't get a hard time, I didn't get any attitude. What I got was my problems taken care of in a very professional manor.
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Did you skip on giving your delivery guy a Christmas card, because he hates you. Just joking, that is some bad luck. It is nice to know they didn't say it is a shipping issues and you needed to file a claim with the delivery company. I have been told that with some companies. It is hard to find a company that takes responsibility, even if they could blame someone else.
 
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