Bad customer service experience with Fixe Hardware
|
Kenan wrote: Just to add a little more fuel to the fire, here's an image showing the cost of the postage for my order: $5.34. You know how much he charged me for shipping? $14.95. Yep, that's a 280% markup on shipping. Awesome. Great job Kevin. Oh, by the way, free shipping from Mountain Gear.Now that is Outright Thievery plain and simple! I'm sure the handling and packaging didn't cost the difference. |
|
I think it's unfortunate that people in America expect customer service reps to coddle them. You do realize that no one puts on that happy smile because they like you? They are selling you a product. I'm certainly not offended because someone lets their emotions and personality come through an email. matt davies wrote:I hope if it is ever my accursed fate to encounter less than shining, happy, and slave-master customer service I will shrug it off and be psyched when my new greenie works in a shitty scar and saves my ass. |
|
They are the only company that makes a black/blue offset alien,deal with it, once the tears dry it will be worth it. |
|
David Barbour wrote:I think it's unfortunate that people in America expect customer service reps to coddle them. You do realize that no one puts on that happy smile because they like you?You do realize that the first word in CSR is CUSTOMER right? If they don't like what they do, perhaps they should get another job. I do HR. It doesn't mean that I like to hear people complain, doesn't mean that I'm happy about it, but my job is to work with the customer aka my client. If I can't deal with it I should get another job. My ass would be fired if I was caught talking to a customer or client like that regardless of the request they were making. |
|
Scott McMahon wrote: My ass would be fired if I was caught talking to a customer or client like that regardless of the request they were making.ding ding ding... |
|
Scott McMahon wrote:My ass would be fired if I was caught talking to a customer or client like that regardless of the request they were making.That depends entirely on the company. Kevin is the owner, and he has clearly decided he doesn't want to sell his soul to customer. Props to the guy. |
|
Someone made a very good point CUSTOMER SERVICE! Understandably the guy is running his own business and needs to make money but damn he is being pretty cold. He could have offered to meet halfway on the discount or offered a seperate deal. People who have been to / lived in the Northeast always talk about Wegmans on MP. Wegmans is tops with customer service and willing to do anything to keep customers happy. Even if they cannot meet the customers requests or satisfy their complaints they make an effort to do their best. So this guy Kevin Daniels...dude has a business to run but you don't have business without customers man. Treat them like customers and they will return the favor. Otherwise youll just end up on an MP thread... |
|
The customer service at Totem is fantastic.. |
|
to: Eric |
|
Kevin Daniels aka KD wrote:to: Eric from: kevin daniels monday morning 8:57 am before i was informed of the MTN project Liability insurance and coverage requires a return policy. That policy I must stand by. If I accept a return the product does not get resold, it gets sent back to spain and is tested to failure. I get no credit for the item. So I actually loose money on the transaction. You asked me to match prices. I cant do that, imaging the rabbit hole that behaivour would lead to. We would have REI, wall mart and mountain gear. NO shops, no jobs just sore fingers searching for the best deal. I am a very small company who has taken a huge step to bring back a product to climbing. Please enjoy the product that just a short time ago was not available, try to find some pleasure in that please and know my margin is very little. here is the last email that is not included. Mountain project people guys you know every story has more to offer than one participants perspective. the fact the whole event took place on a sunday night from my home office lets you all know that i go a long way when it comes to customer service. this gentleman was upset, wanted to be upset and will be upset. i am sorry his interaction was not what he wanted. those of you who know me and are unheard thanks for the years of business Kevin Daniels 760 873 7505 kevin@fixehardware.com kevin@kdanielspublishing.com From: Sent: Monday, July 16, 2012 7:55 PM To: Kevin Daniels Subject: Re: Invoice from K. Daniels Associates / Fixe HardwareYou just waded into a swimming pool full of piss Kevin. You could have handled this better and an apology would have been in order. Instead, you chose to belittle your customer publicly. I run my own small business as well. Don't think you're alone out there working on Sunday night. I would never, ever, EVER treat a customer the way you have in your first email and now in your follow up posts on A PUBLIC WEBSITE! WTF were you thinking? Looks like Totem for the win. |
|
Kevin Daniels aka KD wrote:to: Eric from: kevin daniels monday morning 8:57 am before i was informed of the MTN project Liability insurance and coverage requires a return policy. That policy I must stand by. If I accept a return the product does not get resold, it gets sent back to spain and is tested to failure. I get no credit for the item. So I actually loose money on the transaction. You asked me to match prices. I cant do that, imaging the rabbit hole that behaivour would lead to. We would have REI, wall mart and mountain gear. NO shops, no jobs just sore fingers searching for the best deal. I am a very small company who has taken a huge step to bring back a product to climbing. Please enjoy the product that just a short time ago was not available, try to find some pleasure in that please and know my margin is very little. here is the last email that is not included. Mountain project people guys you know every story has more to offer than one participants perspective. the fact the whole event took place on a sunday night from my home office lets you all know that i go a long way when it comes to customer service. this gentleman was upset, wanted to be upset and will be upset. i am sorry his interaction was not what he wanted. those of you who know me and are unheard thanks for the years of business Kevin Daniels 760 873 7505 kevin@fixehardware.com kevin@kdanielspublishing.com Sent: Monday, July 16, 2012 7:55 PM To: Kevin Daniels Subject: Re: Invoice from K. Daniels Associates / Fixe HardwareKevin, Thank you for posting this latest email (received less than one hour ago, at 9:56am MDT). I was actually about to do the same thing myself. If you had sent this email to me last night instead of the ones you sent, I would not have been upset. This is not about one participant's perspective. The entire conversation is right here in the open forum. I felt that I was treated poorly by you, so I shared the story. I'm sorry that you had a bad day or a long day yesterday. But I don't feel like anything justifies that kind of customer interaction. That's just my opinion, and I obviously feel pretty strongly about it. This isn't about the cams, the sale price, the discounts. It's just about customer service. The end. Rant away, all those that feel the need. |
|
totem |
|
Kevin Daniels aka KD wrote: i would rather love and support my sport, people and swing my hammer on a jobsite when neededMaybe you wouldn't need to swing that hammer so much if you were able to develop a following -- you sure as hell won't accomplish that with your pathetic customer service (which, mind you, has absolutely nothing to do with attempting to make a profit, but usually go hand in hand). |
|
Kevin Daniels aka KD wrote:totem a spanish company receiving government subsidies a company selling at wholesale pricing that undermines the entire structure of shops with paid employees. a company thats #1 goal is $$$$$$$$$$$$$$$$$$$$ fixe hardware a company i could have made so much $$$$$$$$$$$$$ with selling the products as totem does for the last 20 years !!!! i would rather love and support my sport, people and swing my hammer on a jobsite when needed kevin danielsThat seals it for me. Not even going to bother to explain all the things that are wrong with the above quote. This thread was never about Totem, and IMHO it is weak of you to go there. Next time I am buying small cams, Totem gets my business. |
|
Just to piss you off a little more. |
|
Kevin Daniels aka KD wrote:totem a spanish company receiving government subsidies a company selling at wholesale pricing that undermines the entire structure of shops with paid employees. a company thats #1 goal is $$$$$$$$$$$$$$$$$$$$ fixe hardware a company i could have made so much $$$$$$$$$$$$$ with selling the products as totem does for the last 20 years !!!! i would rather love and support my sport, people and swing my hammer on a jobsite when needed kevin danielsWelcome to the free market Kevin. When you swing a hammer on a jobsite do you do it cheaper than I will? I've got bills to cover and you're undermining my profit margin with your inferior, amateur building skills and way below fair level market prices. I charge way more because it's obvious that I'm better than you and I work really hard. I deserve it even though I'm a dick to my customers who I'm asking to pay me a ridiculous price. |
|
caughtinside wrote: Dudes, when you're the boss, you can do whatever you want.And subsequently, you can point the finger at yourself (the boss and owner) when your business suffers/flounders. |
|
This post should be titled: BEWARE ENTITLED WHITE WHINE... Kenan, get over yourself. I wonder if you spent less time whining and being a cheep ass if you'd climb harder. Kevin's response is based on answering 1000x emails like yours from people who think every shop is REI, guess what... children are dying in Africa and you're bitching about paying full price. Shame on you. |
|
lots of shops are PISSED because i did not have enough product to open them all. |
|
I'm so glad when I see companies that haven't succumbed to the soul-less American ideal of stroking customer egos. |