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post #1 of 17 (permalink) Old 03-12-2013, 10:32 PM Thread Starter
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Customer Service

Does bad customer service turn you off on a company even if their products are good? I'm having some not so good customer service with this company that shall remain nameless. I like their products and I emailed them regarding a problem I had with a jacket of theirs. I got a very quick reply requesting pictures and said they would try and help me out. It's been a week and I have yet to get a reply. Should I email again? I would at least like a response saying they cannot help me. And would an experience like this turn you off from a company and their products?

Hello.
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post #2 of 17 (permalink) Old 03-12-2013, 10:39 PM
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It depends. If they state the warranty is 1 year, and 3 years from now I run over the widget with my truck, then call, I don't expect them to give a shirt other than to say "order a new one". If the warranty is 1 year, and it's been 366 days and the widget stops working due to a defect, f'in eh I expect some help.

Send another email.
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post #3 of 17 (permalink) Old 03-13-2013, 06:19 AM
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Quote:
Originally Posted by hoboken View Post
Does bad customer service turn you off on a company even if their products are good? I'm having some not so good customer service with this company that shall remain nameless. I like their products and I emailed them regarding a problem I had with a jacket of theirs. I got a very quick reply requesting pictures and said they would try and help me out. It's been a week and I have yet to get a reply. Should I email again? I would at least like a response saying they cannot help me. And would an experience like this turn you off from a company and their products?
In short.... yes.

of course it helps to buy some a place that has a very liberal return policy
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post #4 of 17 (permalink) Old 03-13-2013, 10:30 AM
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For me absolutely, but overall quality is just as high up. I actually used to be sort of anti-Burton a long time ago (not sure why) but I bought a pair of their gloves anyway. They were on sale and looked warm as hell. Well I still have those gloves and that was probably 6 years ago. Until last year they were in perfect condition still!

Those gloves made me consider buying their hardgoods.

Fast forward a few years, and I needed some M6 hardware to mate a pair of new EST bindings with a used board I bought (that didn't have the right hardware in it). Walked into a shop and they handed me a hardware pack. Burton must tell their distributors to be as cool with the hardware/replacement parts as they are! I'll buy from them again.

Poor service would pretty much turn me off a brand.
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post #5 of 17 (permalink) Old 03-13-2013, 10:46 AM
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Yes it makes a huge impact on buying their products again, for me anyways
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post #6 of 17 (permalink) Old 03-13-2013, 10:56 AM
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You rarely hear about the GOOD customer service, butyou always hear of the bad.


I'd say it is crucial.
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post #7 of 17 (permalink) Old 03-13-2013, 10:59 AM
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You rarely hear about the GOOD customer service, butyou always hear of the bad.


I'd say it is crucial.
Fantastic customer service-dogfunk.com, backcountry.com best CS I have ever experienced.
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post #8 of 17 (permalink) Old 03-13-2013, 11:09 AM
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Yep. There are companies I'll never buy from again because of bad CS, and companies I'll fully support because of great CS.
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post #9 of 17 (permalink) Old 03-13-2013, 11:45 AM
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Assuming I have more than one direction to go in terms of buying similar products with the same quality, then yes, customer service is a must. If I have the option to shop, then I will.
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post #10 of 17 (permalink) Old 03-13-2013, 12:03 PM
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I don't care about customer service until my first issue with the product.
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