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Old 10-19-2012, 11:49 PM   #1 (permalink)
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Default Companies need to stop hiring idiots for their customer service

I was looking on Smith's website because I couldn't find a Smith I/OX with a Blue Sensor Mirror lens anywhere online. It seems that they don't make one.

So, I contacted Smith via email

My email was simple and to the point:

"Is there any plans for the Blue Sensor Mirror lens to be offered in
the I/OX goggle? I'd order a pair today."

The response I get:

"Hi Matt,
Good morning. There are few different models that are offered with the Blue Sensor Mirror lens. Also, all of them come with an additional lens, and there a few different colors as well that the additional lens is the Blue Sensor Mirror Lens. The Cyan and the Maritime Camp, both come with the Blue Sensor Mirror Lens installed, along with the additional lenses. And if you look at some of the others, then it is the additional lens as well. Hopefully that made some sort of sense. Let me know if you have any additional questions.

Thanks,


CHRISTINE GLOVER
email coordinator"

What in the fuck???
Look, here's a hint... if you feel the need to add "Hopefully that made some sort of sense" then no, you ain't making a goddamn lick of sense.

My response:

"Christine, I'm gonna be honest and say that no, that made no sense
whatsoever. LOL!

I don't care about the frame color or other goggles. I just want an
I/OX with a Blue Sensor Mirror lens. I don't care what the second
lens is. It can be a hot pink frame with a purple head band and the
second lens can be spray painted chrome for all I care."

We shall see...
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Old 10-20-2012, 01:51 AM   #2 (permalink)
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I await with bated breath for the 2nd installment of this narrative.
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Old 10-20-2012, 04:16 AM   #3 (permalink)
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That shit just blows my mind at how stupid the CS Reps are with brands. I would love to show you guys some of the emails I deal with behind the scenes.
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Old 10-20-2012, 07:45 AM   #4 (permalink)
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I don't think it's always the customer service reps who are idiots. I think it's how the company trained them to answer questions. But either way, responses like that are really freaking annoying.
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Old 10-20-2012, 10:56 AM   #5 (permalink)
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Looks like a canned answer to me.

A lot of customer service software has the ability to save messages that you can stick into your replies when answering email support queries. It's possible that the customer service agent was being lazy and replied with the closest fitting macro instead of actually reading your question properly.
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Old 10-20-2012, 01:23 PM   #6 (permalink)
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That made me laugh my ass off, but I don't know why. It's par for the course anymore.

I recently called manufactures about boots, since re-sellers didn't what the fuck they were talking about, and it was 50/50 even the manufacturers people knew what they were talking about.

A lot of times calling twice to confirm the story is best way to go.

Good luck on getting your goggles!
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Old 10-20-2012, 02:08 PM   #7 (permalink)
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Good job of searching.

Maritime Camp (referenced by customer service:
Smith Products | SmithOptics.com

Here's just one of many retailers I found at the TOP OF THE GOOGLE SEARCH PAGE:
Smith I/OX Goggles - white/green sol-x mirror lens + blue sensor mirror lens - Snowboard Shop > Snowboard Goggles > Men's Snowboard Goggles

Seems to me that the customer service rep answered your question by listing a model that has that lens already installed. Try the google sometime when you are searching for something.
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Old 10-20-2012, 02:29 PM   #8 (permalink)
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Quote:
Originally Posted by duh View Post
Good job of searching.

Maritime Camp (referenced by customer service:
Smith Products | SmithOptics.com

Here's just one of many retailers I found at the TOP OF THE GOOGLE SEARCH PAGE:
Smith I/OX Goggles - white/green sol-x mirror lens + blue sensor mirror lens - Snowboard Shop > Snowboard Goggles > Men's Snowboard Goggles

Seems to me that the customer service rep answered your question by listing a model that has that lens already installed. Try the google sometime when you are searching for something.
Sweet. More than Google, I should just not search for anything after a 65 hour work week.

I still have no clue what that chick typed though.
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Last edited by linvillegorge; 10-20-2012 at 02:31 PM.
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Old 10-20-2012, 04:09 PM   #9 (permalink)
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man that is a nice fucken gogg

(never noticed it before, didn't realize Smith upgraded the IO)
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Old 10-21-2012, 01:09 AM   #10 (permalink)
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I emailed Salomon re: getting some hardware for my Absolute Premium Bindings. I needed screws as none were delivered to the stores last year as they should have been (Salomon do not offer the opportunity to buy online) and some replacement EVA footbeds. Pretty easy, I included the size, year and color of the bindings and added it did not matter if the replacement was from a different year. Looks don't matter to me....

Anyway my reply was:

Sorry for the delay, they seem to be having some difficulties finding the parts you need. Would it be possible to please take digital pictures of the items and forward to me asap.

Thanks,


Are you FREAKING KIDDING ME??? Its your damn product!!! Do you not know your product. You could do a google search if you are unable to use your own website to look up the product.

I sent said photos and have not heard back yet. But I will be emailing ...well now that I've seen this thread, I will email now.
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