Poor Customer Service

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placermobile

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I've been a lurker for a few months, and I've spent a lot of time on the forums, reading and honing my skill set, as well as marketing prowess.

I started my Detailing Business in April of this year. Business has been steadily increasing.

I've purchased well over a grand in various products from Autogeek, mostly for my higher end clients. I like using the forums, and then being able to switch over to the store, and purchase there.

My last order included several Lake Country 5.5 and 3 inch pads, several of them yellow. I was pretty disappointed when the yellow pads (both sizes) fell apart after a couple uses each.

I sent an Email to Autogeek regarding the poor quality of the pads (I'm assuming maybe just this batch?). No response. Called yesterday. Returns lady wasn't there. Was told I would receive a call back in a little bit. No dice. Called today. again. Was told I would have to submit photos to receive new pads. Me being me, I lost it a little with the customer service rep. I shoudn't have to take time out of my day to submit photos. If one of my clients complains about the quality of work that one of my employees has done, I fix the problem. I don't sit there and demand that the customer prove it, after the customer has spent hundreds of dollars on a service with my business, when he can go elsewhere.

$40 worth of product, after I've spent approximately $1400 in the last few months, should have been a no brainer, from a customer service standpoint. I shouldn't have to submit photos. Really silly to lose a customer spending $$ over something trivial like this.

I will never shop with Autogeek again.

Here are a couple photos of the pads. The lines in the photos are where I attempted field repair with superglue to finish the job.
 
Can't/won't take the time to submit photos to have them replaced, but you take the time to post pictures to complain about it? I don't see anything wrong with them asking you to submit photos of the damaged pads. Many companies require the faulty product be returned to them so they can look at it. Pictures seems like a reasonable request.
 
@:
placermobile
Junior Member

Join Date: Apr 2015
Posts: 1
_______________

WOW...
That jab came quick; and unexpectedly!


Bob
 
I've had the same issue with LC yellow pads. Figured the foam consistency caused the glue to not stick as well. Not really a defect, just a shorter life span for that type pad. I save the yellows for when I really need them and expect to replace them more often. My price increases slightly on heavy corrections which offsets the cost of a couple new pads.
I don't think a replacement was warranted so replacement with a request for pictures is great customer service.
 
When you have an unsatisfied customer, who has tried to get in contact on three different occasions, with minimal success, and, upon hearing that customer voice their concern, you automatically revert to the "prove it" mentality, it's time to rethink the customer service strategy.

I had a similar experience with an upholstery brush that I purchased from Chemical Guys a while back. They didn't require that I dig through the trash for the busted items and submit evidence. They simply said "hey, you probably got a bad product. Let's replace it."
 
The photos you posted shall be seen ;)

Keep calm and detail on!!!

Have a great day :D
 
MIsnowman said:
Can't/won't take the time to submit photos to have them replaced, but you take the time to post pictures to complain about it? I don't see anything wrong with them asking you to submit photos of the damaged pads. Many companies require the faulty product be returned to them so they can look at it. Pictures seems like a reasonable request.
Click to expand...

:iagree: I am just wondering...if you have a bad cup of coffee one time...do you stop drinking coffee?

I have experienced AGO's customer service and that is the reason why I still shop there.

There could have been many variables to cause your discontent, I understand that. But for Pads?

I just hope you chalk it up as a fluke and move on. Either way sorry for what you experienced and sorry that you might be letting go one of the best detail supply company's in the US. I hope time will make you reconsider.
 
Photos may be required by LC for them to give Autogeek credit.

Im in a different business. All my vendors require pictures of defects. Freight carriers require pictures of damage, etc. No pictures, no credit. Heck most of the time I have to return the defective product to get credit.

A good company analyzes the pictures to help elimate the issue or track manufacturers defects.

Taking pictures isn't uncommon nowadays. I'm always glad when they ask for them. That way I know my chances of having the same issue again are reduced.

I don't mind helping companies I like doing business with become better vendors.
 
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.
 
It's 9:00pm as I type this and the office is closed. I'm not sure how something like this could have happened as our customer care and support is top notch.

I'll be into work early tomorrow morning to work on a Corvette and as soon as office personnel arrive I'll have someone look into this and contact you.

:)
 
MIsnowman said:
Can't/won't take the time to submit photos to have them replaced, but you take the time to post pictures to complain about it? I don't see anything wrong with them asking you to submit photos of the damaged pads. Many companies require the faulty product be returned to them so they can look at it. Pictures seems like a reasonable request.
Click to expand...

:iagree:

What a tool. I have had a couple instances and I took pics sent them to customer service w/o being asked and they had replacements sent out to me the next day. And it wasn't pads. Like I said what a tool. :buffing:
 
Mike.Phillips@Autogeek said:
It's 9:00pm as I type this and the office is closed. I'm not sure how something like this could have happpened as our customer care and support is top notch.



I'll be into work early tomorrow morning to work on a Corvette and as soon as office persenal arrive I'll have someone look into this and contact you.



:)
Click to expand...


The perfect example of how much the people at Autogeek truly do care... Lake Country pads aren't even made by PBMG, just sold. So for them to refund a defective pad in any way, or any other non PBMG product for that matter, speaks volumes of their customer service. They could always just tell you to contact the manufacturer in case of any defect am I right?
 
custmsprty said:
:iagree:

What a tool. I have had a couple instances and I took pics sent them to customer service w/o being asked and they had replacements sent out to me the next day. And it wasn't pads. Like I said what a tool. :buffing:
Click to expand...

I find the name calling to be disappointing. Everyone makes mistakes, drops the ball, etc. and despite the cool-aid that is often prevalent, he has a legitimate gripe, I know, GOD forbid. It will get addressed, but I wouldn't personally be thrilled having to provide pictures either in light of the circumstances. I don't lie...period.

Regardless, calling someone a tool who you don't know nor have any intimate knowledge of the situation is unacceptable. Please grow up.
 
Optntdr13 said:
I find the name calling to be disappointing. Everyone makes mistakes, drops the ball, etc. and despite the cool-aid that is often prevalent, he has a legitimate gripe, I know, GOD forbid. It will get addressed, but I wouldn't personally be thrilled having to provide pictures either in light of the circumstances. I don't lie...period.

Regardless, calling someone a tool who you don't know nor have any intimate knowledge of the situation is unacceptable. Please grow up.
Click to expand...


You have to realize, a lot of these companies that ask for pictures are doing so because they provide feedback to management, suppliers, and manufacturers. Companies analyze their mistakes so they know how/what to fix. It's similar to patches for online content/games/programs/apps/etc. How are you supposed to fix the issue if you don't know what is wrong? I think asking him to provide sufficient evidence is an adequate request. None-the-less, I cannot believe for one second that this issue wouldn't be resolved. You heard it from the boss man himself, that it was 9pm, and he's on there taking care of it. Secondly, I've contacted AG on a few occasions, and they've sent product out THAT day. It was a Friday too :)
 
I wasn't going to say anything until you mentioned Chemical Guys. It took them 3 months to fix an issue of mine and I had to submit a video of the item not working. I called, emailed, and used their forum.

I've had the opposite experience with AG replacing an $80 item which was sent out right away and no pics necessary. Maybe being a business owner makes me more understanding of mistakes?
 
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.
Click to expand...

Pad failure can also be poor quality, manufacturing failures or one of many other issues.

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 - 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)

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.

I for one have had bad service from Autogeek and I'm not the only one. However, it hasn't been the norm. But I certainly know when it happens.
 
I hope it gets fixed,I placed an order Thursday and received it 27 hours later again in perfect condition. I have never had any problems or missing items.He will be shooting himself in the foot by not ordering from Autogeek.If I get bad service one day I will be surprised, but they have earned a Mulligan from my past orders.
 
Mike.Phillips@Autogeek said:
It's 9:00pm as I type this and the office is closed. I'm not sure how something like this could have happpened as our customer care and support is top notch.

I'll be into work early tomorrow morning to work on a Corvette and as soon as office persenal arrive I'll have someone look into this and contact you.

:)
Click to expand...

Seems like excellent customer service to me.
 
placermobile said:
I've been a lurker for a few months, and I've spent a lot of time on the forums, reading and honing my skill set, as well as marketing prowess.

I started my Detailing Business in April of this year. Business has been steadily increasing.

I've purchased well over a grand in various products from Autogeek, mostly for my higher end clients. I like using the forums, and then being able to switch over to the store, and purchase there.

My last order included several Lake Country 5.5 and 3 inch pads, several of them yellow. I was pretty disappointed when the yellow pads (both sizes) fell apart after a couple uses each.

I sent an Email to Autogeek regarding the poor quality of the pads (I'm assuming maybe just this batch?). No response. Called yesterday. Returns lady wasn't there. Was told I would receive a call back in a little bit. No dice. Called today. again. Was told I would have to submit photos to receive new pads. Me being me, I lost it a little with the customer service rep. I shoudn't have to take time out of my day to submit photos. If one of my clients complains about the quality of work that one of my employees has done, I fix the problem. I don't sit there and demand that the customer prove it, after the customer has spent hundreds of dollars on a service with my business, when he can go elsewhere.

$40 worth of product, after I've spent approximately $1400 in the last few months, should have been a no brainer, from a customer service standpoint. I shouldn't have to submit photos. Really silly to lose a customer spending $$ over something trivial like this.

I will never shop with Autogeek again.

Here are a couple photos of the pads. The lines in the photos are where I attempted field repair with superglue to finish the job.
Click to expand...

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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