Poor Customer Service

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Nick@Autogeek said:
It's normal protocol for us to request photos of a defective pad, and here's why: 9 out of 10 times someone receives a "defective" pad, it's not actually defective - they simply used it on 10 vehicles and were under the impression that it would last forever. Photos allow us to determine whether or not a pad is actually defective or if it's simply worn out. Lake Country, the manufacturer of the foam pads, also requests photos and, in some cases, the actual pad itself so they can find out why the pad failed and how to prevent it in the future.

With that being said, now that you followed our protocol (albeit on a different outlet - the forum), I'll gladly replace the pads because it does appear that they are defective.

We certainly appreciate your business, and we're known for getting back to customers in a timely manner, so I'm not sure why you didn't receive a call back ASAP.

New pads are in the mail. :dblthumb2:
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AG winning at business here. Even though you complained on the forums instead of going through the proper process they are taking care of you. Cue the well played meme.
 
Autogeek has provided the best customer service I have ever experienced in a long time.
If you think you've received bad customer service you haven't had to deal with the technology sector yet... (and I'm talking Enterprise Level). Where you have to jump through layers upon layers of support centers for days to get your case escalated while your systems are down, on top of paying thousands of dollar for support.

Having said all that, it's good do do a little research on your product by posting and asking questions on the forum. There is already a thread about the differences between the 4" and 5.5" LC CCS yellow pads.

I had the same question, posted a thread, got some great responses and called AG. Within the next day I had new pads... Long story short: If you require a high-cut 4" pad, my suggestion would be the LC Cyan Hydro-Tech pad instead of the CCS 4" yellow.

Here is the response I got from LC:

The 4" Yellow CCS and 5.5" Yellow CCS pads are made with two different types of foam. the 5.5" pads have a smaller pore structure and are more dense which make them a more effective on a DA polisher. the 4" pad does in fact have larger pores. This pad is also not as dense as the 5.5" pad. The 4" pad was most likely originally designed for spot buffing with rotary tool but can be used with a DA polisher as well. These pads are not the same foam and that they do have different characteristics which is why there is a notable visual difference.
 
I have to say that I encountered a problem just like this.

I received some Rupes pads about a year ago, and they were damaged in the shipping. Not knowing the actual protocol, I emailed AG and asked them if I could get them replaced. I included some photos in the email -- Just thought it would be helpful to have them see the damage -- and AG promptly sent me an email back stating they would be replaced. No other questions asked. They never asked me to return the defective pads.

Great service.

Another example of great service: I ordered a 50 mL bottle of Gtechniq C1. They didn't have any in stock. What did they do? They sent me two 30mL bottles of C1. 10mL for free.

Hmmm...bad service indeed! :rolleyes:
 
Don't forget the "forum" is a "type" of customer service too...

It's a place where lurkers and members can get "how to information" they can't always get anywhere else.

You can also get "how to help" for product you already have or purchased somewhere else. It's all just a part of the customer care provided by AG.

:xyxthumbs:
 
Bottom line here...a learning experience for everyone concerned 👈

Sent from my LGLS990 using Tapatalk
 
My only 'complaint' so far about AG, they make me want a garage, like Mike's studio, full of product and at least one of everything. ;)
 
tkendrick said:
Pad failure can also be poor quality, manufacturing failures or one of many other issues.
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Yep

This guy had a valid complaint. He emailed - He phoned and was promised a return call, didn't get it - He had to call back the next day
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Agreed. But it happens, I don't think it's a "Burn @ The Stake" situation though; Just call back.


- He had to provide pictures for frickin pads. I'm sure he's going to great lengths to pull that scam off. (Gimme a break)
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Say what? I don't know but have you dealt with many people you don't know? I've had numerous lie @ the drop of a hat even without money involved. It's "make up a fairytale" story time out there.
AG has to protect themselves like any other business; they don't know me from Adam and.....Pads are expensive.

I'm having a real hard time seeing a.... "Request for Photos" as being Unreasonable, just don't see it.

I find it odd, when a legitimate complaint is tendered, guys defend autogeek like they never provide poor service. It happens. Maybe some of you guys should stop drinking the kool-aid.
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I don't drink anyone's Kool-Aid unless I have known them for quite some time with many experiences and situations in the coffers! And I can count those individuals on One Hand.
 
No company in the world can have a perfect customer service record. However, over time and thousands over customers later, the standout companies build a reputation. Autogeek is without question a great company to deal with.
 
Mantilgh said:
I would assume the resulting photos were make to comply and then also posted here.

Pad failure can be a result of user error. That may be the reason for the request?

I do think they can be a little slow on the email side of it. I had a problem with an order I had placed. I had emailed them instead of calling because I am somewhat adverse to speaking on the phone. And by slow, I mean I might of had to wait a day to receive a reply.

In today's world of texts and IMs, I think sometimes we expect someone to be waiting to instantly reply on the other end. I worked customer service for a large company, and there, it was all about "response time".

They could be a smaller company were people serve dual rolls when needed. Maybe even helping pick products off the shelf when when things get busy like when you run a 20% off sale. Just a guess, and I only order during sales so this may have been part of the reason for the delay I experienced.

Having work customer service I have respect for what they can go through, and will never harass a rep in any way. They also have to deal with people trying to scam them.

Edit: Before I emailed them, had already taken pictures to verify the problem. None were needed. No questions, no request to return the product. Just sorry for you inconvenience, we'll send another out with the pick up tomorrow. Then the same problem occurred with the replacement. Called and was told they have a tec look into it. I received a call a little while later and the issue was resolved.
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:applause::applause::applause::applause::applause::applause::applause::applause::applause:
 
You know what really gets me. It's the people who work doing some service to others who deal with ungrateful customers who get self righteous over the most insignificant problems. But then turn around and do the same exact thing! How there they ask for pictures! Like you're the only person they've had to deal with?! But you the have a problem with your 2nd oh my post going into graphic detail about your pads.

I swear if I had a $1 for everytime I hear the Narcissist Anthem "I spend a lot of money here" I could build my own warehouse of random orbital polishers!
 
Rod73 said:
You know what really gets me. It's the people who work doing some service to others who deal with ungrateful customers who get self righteous over the most insignificant problems. But then turn around and do the same exact thing! How there they ask for pictures! Like you're the only person they've had to deal with?! But you the have a problem with your 2nd oh my post going into graphic detail about your pads.

I swear if I had a $1 for everytime I hear the Narcissist Anthem "I spend a lot of money here" I could build my own warehouse of random orbital polishers!
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:props::applause::applause::applause::applause: :cheers:

And it basically the only post they've made on the forum :buffing:
 
Seems like a good enough place to mention that one of my grit guards came broken. AG was prompt to reply and send out a new one.

Would do business with again.
 
Rod73 said:
You know what really gets me. It's the people who work doing some service to others who deal with ungrateful customers who get self righteous over the most insignificant problems. But then turn around and do the same exact thing! How there they ask for pictures! Like you're the only person they've had to deal with?! But you the have a problem with your 2nd oh my post going into graphic detail about your pads.

I swear if I had a $1 for every time I hear the Narcissist Anthem "I spend a lot of money here" I could build my own warehouse of random orbital polishers!
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If you think getting no response to an email is good customer service - your nuts.
If not getting a return phone call is good customer service - your nuts.

He either spent the money he speaks of or he didn't. I'm quite certain Autogeek has record one way or the other. I'm certain you have no idea whether its true or not. But to call him a narcissist is making a big leap.

Perhaps you could build that warehouse if you had a dollar every time you jumped to a conclusion.
 
tkendrick said:
If you think getting no response to an email is good customer service - your nuts.
If not getting a return phone call is good customer service - your nuts.

He either spent the money he speaks of or he didn't. I'm quite certain Autogeek has record one way or the other. I'm certain you have no idea whether its true or not. But to call him a narcissist is making a big leap.

Perhaps you could build that warehouse if you had a dollar every time you jumped to a conclusion.
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And you don't know if anything the op posted is true either. I've contacted AG numerous times via email with some quality issues and they have responded in a timely manner via email. And they have always replaced any products in question. I didn't have to post a thread bashing them to get a response or satisfaction either. I gave them the benefit of the doubt and a reasonable amount of time to take care of the situation. If a person wants instant satisfaction they need to pick up the phone. (when I did I always got a live person)I have no problem with it taking a little longer to get an email response from any company I contact that way, next business day is fine with me. I also don't resort to flaming a company on their forum to air my dirty laundry. This thread is lame and stale.
 
custmsprty said:
And you don't know if anything the op posted is true either. I've contacted AG numerous times via email with some quality issues and they have responded in a timely manner via email. And they have always replaced any products in question. I didn't have to post a thread bashing them to get a response or satisfaction either. I gave them the benefit of the doubt and a reasonable amount of time to take care of the situation. If a person wants instant satisfaction they need to pick up the phone. (when I did I always got a live person)I have no problem with it taking a little longer to get an email response from any company I contact that way, next business day is fine with me. I also don't resort to flaming a company on their forum to air my dirty laundry. This thread is lame and stale.
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Maybe you should reread the original post. He emailed - no answer. He phoned talked to a live person and was promised a return call - never happened. He had to call again. Please tell me how this is good customer service.

Just because you've had good customer service, that doesn't mean everyone does.

If you aren't getting satisfaction via email or phone calls, I could understand venting on a forum.

You state this thread is lame yet you continue to defend poor service.
 
tkendrick said:
Maybe you should reread the original post. He emailed - no answer. He phoned talked to a live person and was promised a return call - never happened. He had to call again. Please tell me how this is good customer service.

Just because you've had good customer service, that doesn't mean everyone does.

If you aren't getting satisfaction via email or phone calls, I could understand venting on a forum.

You state this thread is lame yet you continue to defend poor service.
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Maybe, maybe not, that's certainly not been my experience over the past years of dealing with Autogeek and their customer service. So I'll leave it at that since this a lame thread.
 
This is a customer service thread that should have ended with Mike' post. You guys sound like old ladies debating this issue.

placermobile is rightfully upset. He did not get good service. He was to get a callback and no one called him back. His reaction was appropriate. Ironically, he posted the pics that were requested, and there is nothing wrong with that. Why?

If your RMA falls through the crack because your pads fail in the same manner, you know to post pics, get new pads, profit. (Pay placermobile for the patent formula).

Do you know the only thing I love about this thread, other than the proper customer service example from Autogeek? (Mike replying at 9pm)?

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