Poor Customer Service

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"He who is without sin cast the first stone" Ok, not trying to be biblical but who hasn't made a mistake in their professional life? It happens, how it is dealt with is what determines the customer service. After all if everything was perfect there would be no need for customer service/support. Well done AG :xyxthumbs:
 
We all must remember...sometimes 'things' just fall thru the cracks. In other words, "S**t happens."

EVERY business will have a hiccup sometime for whatever reason.

AG tries its' hardest to achieve a great record of 'customer service', note how quickly they got/get on it when it comes to light. Mike jumping in (probably gave Nick a jingle to alert him), Nick gets it handled.

Sound good to me.

Bill
 
My only issue was a wash mitt that ripped at the seam after a few times. Sent a picture, new mitt was sent out that day. :xyxthumbs:
 
Hi Guys,

I've had several bad experiences with CG, mostly poor shipping, & spillage. I've sent them pic's, they don't seem to care, how much you've spent in the past. I also suggested they put, a little gasket btwn the top & container, I suggested, putting a piece of strapping tape on the cap. They don't care!

I also got a stripped hose end sprayer, repeated calls, emails, it took an email to a VP, with mention of "BBB", then they got religion & became apologetic, & sent out a new one.

That kind of customer service has soured me to them!

One incident here, product leakage, phoned & told the young lady, the situation, she mailed out a new one, no pics required.

I appreciate the concern from Nick & Mike here at the forum, but this is like for the OP. No satisfaction privately (his opinion), then publicly (forum) get's a response. This is damage control, wisely done, so as to not sour more.

Think of it this way, send him ASAP a new pad, he will be a happy camper & continue purchasing. Now after damage control AG seems to be trying to win him back. Should the guy be a habitually return or demand replacement products, that's a different story.

One unhappy customer, can have a big impact on, a business!
 
Also, Understand the forum (wonderful) is a TOOL to help sell products! And get an edge on competitors, makes you want to come back & naturally purchase. Do u think Meg. & Mothers, run a forum, out of the goodness of their hearts? It's a tool to help sell, same for classes.

Both provide valuable customer training, but are still sales tools!
 
First off, thank you Mike for seeing the post and taking action - it's that attitude that I would like to expect from a Company like Autogeek.

Yes, my post was off the cuff, and yes, it served one purpose - urgency. I've worked in some really hostile customer service environments in the past. I am VERY careful and understanding, but only to a point.

The last thing I want to do is dig through the trash, through wet vac sludge and other debris, for old pads to photograph, when the company I have been patronizing, has the ability to make a common sense business decision, based on my history with them.

That, coupled with minimal response from customer service (I didn't mention this before, but I asked to speak with a customer service supervisor and was denied), really irritated me. I have a million better things to do than spend 45 minutes rummaging through trash, taking photos and emailing said photos. If Autogeek needs those photos to get credit from the manufacturer, then they have to decide - do they bite the bullet and eat the cost, or do they further inconvenience the customer, with less than $40 in product on the line? The decision they made, however, irritated me enough to go through the entire process; take photos of the pads I still had in the house, and post them here.

Thanks to Mike, who demonstrated sound business judgement, I had an email at 630 am the next day, advising me that my order had shipped. My perception is that the company really didn't care until I blasted them on a Forum.

I don't wait for my customers to blast me before I take action. Customer complaints, when they come, are the absolute most important thing to resolve quickly. The most interesting part is that I told the customer service rep I was going to do it, and he had absolutely no concerns about it. The whole situation should have been passed to a supervisor

Maybe Mike should be running Customer Service, I dunno...

Sorry for wasting everyone's time with a lame thread, especially my first post.
 
placermobile said:
First off, thank you Mike for seeing the post and taking action - it's that attitude that I would like to expect from a Company like Autogeek.

Yes, my post was off the cuff, and yes, it served one purpose - urgency. I've worked in some really hostile customer service environments in the past. I am VERY careful and understanding, but only to a point.

The last thing I want to do is dig through the trash, through wet vac sludge and other debris, for old pads to photograph, when the company I have been patronizing, has the ability to make a common sense business decision, based on my history with them.

That, coupled with minimal response from customer service (I didn't mention this before, but I asked to speak with a customer service supervisor and was denied), really irritated me. I have a million better things to do than spend 45 minutes rummaging through trash, taking photos and emailing said photos. If Autogeek needs those photos to get credit from the manufacturer, then they have to decide - do they bite the bullet and eat the cost, or do they further inconvenience the customer, with less than $40 in product on the line? The decision they made, however, irritated me enough to go through the entire process; take photos of the pads I still had in the house, and post them here.

Thanks to Mike, who demonstrated sound business judgement, I had an email at 630 am the next day, advising me that my order had shipped. My perception is that the company really didn't care until I blasted them on a Forum.

I don't wait for my customers to blast me before I take action. Customer complaints, when they come, are the absolute most important thing to resolve quickly. The most interesting part is that I told the customer service rep I was going to do it, and he had absolutely no concerns about it. The whole situation should have been passed to a supervisor

Maybe Mike should be running Customer Service, I dunno...

Sorry for wasting everyone's time with a lame thread, especially my first post.
Click to expand...


1st off it is good to see things worked out for you. It was not my intention belittle your frustration about Autogeek not getting back with you.

My frustration has come from being on both sides in customer service in difficult situations. As a very loyal customer like a lot of us at Autogeek I've had a small number of problems with an order, or website, etc. For the record Autogeek is kindof bad with emails from my own experience. And I have had a situation someone didn't get back with me promptly and I was proactive followed with a phone. The person went out of her way to apologize very friendly, said she was doing a variety of tasks in a small business. And it was a time they were running a big sale as well. So I was like hey you guys are human just like me and I was on top of them with kindness. I got my needs met and then some. Th ere was another time I had a order damaged by UPS my 1st thought take pics call immediately. They sent me a replacement no questions asked.

It wasn't so much just lashing out at you it was just a combination of relating to people who may be taxed during busy times dealing with bad customers who may be asking procedural questions and the hearing hey I spend so much money as such. Being honest those statements make me and a I think a lot of people cringe.
 
Me personally, feel that a poster who's first post is to complain about customer service lacks a little credibility.

Second knock is that he compared AG to Chemical Guys who seem to have notoriously poor customer service. There are more posts from people who have issues with CG than those who do not.
 
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