Double Screwup

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Rick Granick

Rick Granick

SPFG, Supreme Picture Framing God
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Cincinnati, OH
Ordered a chop of #1128. When I unwrapped it to work on the order, found that they had shipped #1118. Called for replacement. Finally received package. Unwrapped it to find #1125. Called to re-reorder a re-replacement. Asked them to overnight it bec. original order was 1.5 weeks ago. They offered to blue-label it unless I wanted to split the red-label charges. I said there were TWO mistakes made and NIETHER of them were my fault, and that I am trying to provide dependable service to my customer so I can stay in business and order more of their stuff. She said she would "see what she could do". Let's hope it's the right thing.
:mad: Rick
 
Another example of a vendor, who you graciously didn't name (although I could type the numbers in FrameReady and find out easily enough), missing a golden opportunity to "kill you with kindness" and "WOW" you by apologizing profusely and taking care of the problem they caused no questions asked.

Instead the underling you were dealing with had to save $ 5.00 on shipping and force you to feel stressed and post. I knew it couldn't be LJ or Nelson ...two of the best for resolving problems. They know how to create customer loyalty.

Rick, you are a gentleman for not saying it was ... &$@*

:D
 
I never fails to amaze me how dumb some people who work for some vendors are, or how even dumber the policies of some vendors can be!

Split the difference?? What are we talking about here, $20 max????

Sheessh man, can they be more stupid?

Pi$$ of a customer for $20?? And it's their fault on top of that??

But again that what a MAJOR vendor - whose name begins with a capital D - acted with me a few weeks ago! (I did name that vendor in that thread, for those who are wondering...)

Such utter stupidity deserves final bankruptcy.
 
I have to put in a plug for Nurre Caxton too. They also rectify any problems immediately, no questions asked, and don't often bother to send a call tag for the messup.
:thumbsup: Rick
 
I'm curious why you didnt DEMAND to speak to someone(any one besides the order clerk, who could care less to begin with) who should have been made VERY aware of the situation and WHY it was on their shoulders to make it better--yesterday!!!!!!!
 
Good News

Update: At 10AM this morning I received the correct item via UPS Red Label, along with an invoice stating Paid In Full.
Crisis averted.
:cool: Rick
 
Rick Granick said:
Update: At 10AM this morning I received the correct item via UPS Red Label, along with an invoice stating Paid In Full.
Crisis averted.
:cool: Rick
Click to expand...


So they did the right thing, in the wrong way!
  • still pissed off a customer
  • experienced the old adage, that an unhappy customer will tell others of their bad experience
  • said customer might still have a bad taste in their mouth.
Vendors, please teach your telephone personnel how to handle these situations. Like us retailers, "people skills" are an important element to survival in this changing market place. Your people should be empathetic and at least "say they will check with the person who has the power and get back to us asap"
 
I would call the area Rep, he or she would take care of it. If not, drop it like its hot, and start pulling their samples off the wall. Like I did with Omega moulding. Life has been more precious since...
 
2400 said:
I would call the area Rep, he or she would take care of it. If not, drop it like its hot, and start pulling their samples off the wall. Like I did with Omega moulding. Life has been more precious since...
Click to expand...


Me too! And I felt so much better after having done so.
 
Nothing like a little vendor bashing. It's good for the soul. I thing the G needs a closed vendor only form. No need to be politicly correct and suck up to the framers. There we could tell each other who habitually bounces checks, who is late 60 - 90 days (going out of Biz??). Yea the BIG guys have this from the credit bureau, but it is outrageously expensive for a small distributor.

Referencing another topic. Anyone who swears at or causes my employees to get off the phone in tears has the account terminated right then and there!!
 
Rick, I'm sorry you had a bad experience. I'm even more glad it was ultimately rectified.

Now, please, oh please can we stop bashing the wage slaves on the phone. She's probably been reprimanded or seen a co-worker fired for promising too much. A valuable lesson I learned during a customer service "event" was "Never take NO as an answer from someone without the authority to say YES"

My approach to these kind of speed bumps is to smile and nod and agree to whatever's offered, as long as it meets my deadline and then take it up with my sales rep. I figure it's their job to know who inside the building is the right one to call to get things done.
 
Yes there was a Vendor forum. But it was open to all like this one. A retail customer finding out what a framer thinks of them on the G is unlikely. A retail framer finding out what the vendor thinks about them on the G highly likely.
 
I didn't start this thread to bash a vendor. That's why I didn't mention their name. Actually, I like this vendor and their products. It was just a situation that I was venting about. All is well with it now.

Steven- yes, I was charged and I paid for what I actually ordered, as I should have been.

:cool: Rick
 
Fake Zorro said:
A retail framer finding out what the vendor thinks about them on the G highly likely.
Click to expand...

Hey Fake, let me know how I can find out on the G what Larson Juhl thinks about me.
 
My rule of thumb with any of my suppliers is to learn the name of a customer service rep or someone higher up that you can call on. I tell them who I am, my company name and tell them that I will try to place my orders with them as I know they will handle any problems and if do talk to someone else and something goes wrong, they will be the one I talk to. If they don't agree, I try to find someone else in the company. I also tell my reps that I expect them to come to my aid if I need them to take care of a problem or help get a special price for a large order. If those two pieces are not in sync, I won't use the company, no matter how good they are or how great their prices are. I've made some really good friends.
 
I had a rep from a higher-end moulding company flat out insult me at the Decor Expo. I had experienced a problem with a routed frame of theirs, and the rep told me I needed to use glue. (DUH!!) When I told him that I use glue and a VISE, to boot, and that one of their service managers reproduced the problem at their facility, the rep just continued to explain to me how my 20 years of framing experience and 2 bachelor degrees in art means nothing compared to his being there everyday....blah blah blah. It was really ridiculous. I would NEVER think of getting into an argument with a customer over a quality issue.
 
The vendor forum did indeed have restrictions. You had to prove you had displayed at a trade show, IIRC. And there was no customer bashing going on. Not much of anything in fact, as has already been mentioned. I was sad there was not more participation and that it had to be shut down (though I do think it was the right thing to shut it down in light of the light use).

Of course, anyone who wants to can start their own vendor-only forum...
 
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