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Old 03-05-2013, 11:36 AM   #11 (permalink)
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I get our boards from smokin on a Proform. When we have broken a board we just email a picture and a board replacement shows up 3 days later with UPS. I would have been pissed after a week of no response but I've become used to exceptional service.
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Old 03-06-2013, 05:18 PM   #12 (permalink)
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Quote:
Originally Posted by BATALEON
OK _ _ _ _ _, we are very sorry to hear about the problems that you have had. I spoke with our US distributors last night and the gentleman who dealt with your return asked me personally to pass on his sincere apologies. You are right, there is no excuse for such a long delay, but he would like to at least partly explain to you why it happened:
So the board you needed to be exchanged was on a pro form basis and in the middle of January, during the Denver trade show. This made it a non - 'straight forward' return. At that time, almost our entire team was out of the office. We are not like DC, who likely have regional teams of customer service representatives, in that all of our (comparatively probably very small number of) staff are down with riding and the only man in the organisation who could process your return had to be at SIA. While this is not your problem, the fact that we are a rider run and driven company is probably one of the things that attracted you to Bataleon in the first place.
That only covers a period of your problem, but with such a small team, we do make mistakes and your return being overlooked (forgotten after SIA) was, sadly, one of those cases. Please accept our apology. You have supported us for a long time and are we can understand your frustration - we would also be frustrated in your position, so we also apologise for your feeling of being unimportant and treated without respect. That is simply not the case. Our team in the USA have been stretched very thin this year, but they want you to know that any mistakes made were caused by accidentalness and forgetfulness and not wilful negligence.
still stinks i missed 3 of the only fresh powder days we'll have on the east coast this season. i still wish i could buy back my old board, broken and all.
happy i got an explanation of everything tho
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Old 03-27-2013, 12:57 PM   #13 (permalink)
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meh...sounds like a bunch of weak excuses and damage control. i guess you cant say much because in the end you got a new board and it WAS a pro-form replacement board, but still..

it seems kinda silly that theres only ONE person who can process your return in their entire organization
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Old 03-27-2013, 01:28 PM   #14 (permalink)
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Sounds to me like the company is taking ownership of their mistake and merely offering you a little insight... Not as an excuse but as an explanation. Yes, it sucks that you missed out on some days, but you have a new board to start next season with. You're gonna be ok.
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Old 03-27-2013, 02:50 PM   #15 (permalink)
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Nah, that's shitty. Turning customers into loyalists and keeping loyalists happy is the best practice a company can employ. That's more than worth the loss of one board.

I was contemplating giving TBT a full go next year too, but after this, I might just look for another tech to try.
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Old 03-27-2013, 03:32 PM   #16 (permalink)
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Quote:
Originally Posted by The Deacon View Post
Sounds to me like the company is taking ownership of their mistake and merely offering you a little insight... Not as an excuse but as an explanation. Yes, it sucks that you missed out on some days, but you have a new board to start next season with. You're gonna be ok.
Communication is the key. Seems like he wouldn't have been upset if they had just stayed in touch with him and let him know what was going on. I'd be pissed too.
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Old 03-27-2013, 03:39 PM   #17 (permalink)
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I understand what happened. I work at a small company, and shit falls through the cracks sometimes. It's still not acceptable, and the email seems to acknowledge this wholeheartedly while offering an explanation for how the mix-up occurred.

The only point that bugs me is that they've acknowledged that they're stretched thin. That might be a valid reason for the mix-up, but it's a really bad omen for their future. Also, being "rider-run and driven" should not be synonymous with running a sloppy ship. Or is it acknowledged to be a euphemism for "we goof off"?
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