No customer support from AG and Griot garage - Boss 21

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cobraa

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Long story short ;

The carbon brush on my BOSS 21 is already shot. I think it's pretty shitty considering the Rupes lasted at least 5x time longer and yet needed to be replaced... But thats's another story!

I bought the first batch AG received from GG, in the box, the replacement carbon brush offered were from their GG 8mm DA machine ! As they are different, i thought somethign was wrong and confirmed by GG Tech.

On 2 December, I asked GG Customer support to send me the right brushes. When I replied, it told me their [email protected] adress didn't accept reply ...

I tried sending them another email going with website, and somehow was able to reply but never got a second email..

Tired of low-quality service, i emailed Autogeek end of december.. well. AG never replied to my webform either.


So I'm now going public ; Will either Autogeek ( the seller) or Griot garage step up and make clear action to simply send me the RIGHT carbon brushes I should've had in my box from the beginning !?

Would be nice lol...
 
Try calling GG! I have 5 of their polishers, and have had at least 15 warranty replacements over the course of 5 years and their customer service has been solid every time!
 
Thats three replacements a year, a real worry and cause for concern.
 
Well, aside from the issues you have with respect to getting good communication channels and quality responses/support:

1- Did you ever call GG or AGO? You seem to be heavy e-mail but never mentioned making a phone call

2- A strong warranty is always good, but that doesn't mean the product will never require service during it's useful life. Nor does it mean leveraging warranty services indicates a lack of quality in the design or manufacturing. The trend is your friend, however.
 
VISITOR said:
call and talk to someone directly...
Click to expand...

I agree, but if companies are going to provide email addresses for customer service, they need to monitor and be willing to deal with customers in this manor.

How do deaf people handle customer service?
 
I got my G21 the first month they came out , and I have countless hours on the polisher and never replaced it or had a problem.

In the griots purse it comes with they send you 2 replacements ? Did you not get those ? Or did you use them.

And I don't know why autogeek would give you brushes from the gg6.

Griots garage has amazing customer service, they fix whatever issue there is no questions asked call them, or email them directly and there is no question it will be resolved.
 
jrs1418 said:
Try calling GG! I have 5 of their polishers, and have had at least 15 warranty replacements over the course of 5 years and their customer service has been solid every time!
Click to expand...

Dang!

What kind of problems did you have?
 
jcaustin87 said:
I agree, but if companies are going to provide email addresses for customer service, they need to monitor and be willing to deal with customers in this manor.

How do deaf people handle customer service?
Click to expand...

i see where you're coming from, but sometimes calling and speaking to someone would be the better option and also may be quicker. both AG and GG customer service is tops and i'm sure they will take care of it soon here...
 
Eldorado2k said:
@jrs1418. Do you also have a Rupes polisher?
Click to expand...

Yes, I do. But I think it threw a bearing, its doing some heavy vibrations :doh:. I have (4) GG 6's, Boss21, Flex 3401, and that broken Rupes 21



dlc95 said:
Dang!

What kind of problems did you have?
Click to expand...

Ive had a few power cord issues, probably the way i roll up the cord. Had a few just die out. These machines are used pretty heavily day in and day out, That warranty is worth its weight in gold for me Im the MAN
 
I emailed Griots about missing washers G-15. In the AM in the PM I received an answer saying they would mail my washers, 3 days later they arrived.
I did the their sales Email Brian Young <[email protected]>
 
cobraa,

PM me your phone number and we'll give you a call directly and get this resolved for you. Sorry it didn't go as it should have via email but we'll make it right for you!

cobraa said:
Long story short ;

The carbon brush on my BOSS 21 is already shot. I think it's pretty shitty considering the Rupes lasted at least 5x time longer and yet needed to be replaced... But thats's another story!

I bought the first batch AG received from GG, in the box, the replacement carbon brush offered were from their GG 8mm DA machine ! As they are different, i thought somethign was wrong and confirmed by GG Tech.

On 2 December, I asked GG Customer support to send me the right brushes. When I replied, it told me their [email protected] adress didn't accept reply ...

I tried sending them another email going with website, and somehow was able to reply but never got a second email..

Tired of low-quality service, i emailed Autogeek end of december.. well. AG never replied to my webform either.


So I'm now going public ; Will either Autogeek ( the seller) or Griot garage step up and make clear action to simply send me the RIGHT carbon brushes I should've had in my box from the beginning !?

Would be nice lol...
Click to expand...
 
Griot's Garage said:
cobraa,

PM me your phone number and we'll give you a call directly and get this resolved for you. Sorry it didn't go as it should have via email but we'll make it right for you!
Click to expand...
Ding! Ding! Ding! That's the ticket!

Thank you, Sir. :dblthumb2:


Bob
 
Griot's Garage said:
cobraa,

PM me your phone number and we'll give you a call directly and get this resolved for you. Sorry it didn't go as it should have via email but we'll make it right for you!
Click to expand...

There's you go don't take the Un responded email as bad customer service there customer is service is second to none.

I had a delaminated pad that was defected and I had a new replacement sent out the next day without "investigating" or pictures they are the best
 
Both GG and AG exceed my expectations for customer service. I have always called and have never had a problem.
 
Griot's Garage said:
cobraa,

PM me your phone number and we'll give you a call directly and get this resolved for you. Sorry it didn't go as it should have via email but we'll make it right for you!
Click to expand...

This is why I bought one of your machines instead of another Porter Cable. The Porter Cable has been great but the warranty is over.
 
In my opinion, contacting customer service should be done in 3 steps...
1. Email. If no joy, move to step 2.
2. Call. If no joy, move to step 3.
3. Public forum.

Some people seem to skip or ignore calling for whatever reason. Email can have issues. Its not flawless. Would be nice if we could get taken care of immediately but unfortunately a business has more than one customer to take care of.
 
Griot's Garage said:
cobraa,

PM me your phone number and we'll give you a call directly and get this resolved for you. Sorry it didn't go as it should have via email but we'll make it right for you!
Click to expand...

I apologize for the late reply as I took off on february. ANyways. sent a pm on March 5th, never heard back from you.

Also sent an email with the link of this thread to AG CC last month and never heard back.

I thought in 2016, this very simple issues could've been resolved by email, but guess I will try to call now lol since detailing season will start back and would be fun to have my machine back in working condition :buffing: Hopefully there's a dial-free international phone number :)
 
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