Bad customer service experience with Fixe Hardware
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I had a terrible experience with Kevin Daniels at Fixe hardware today, so I wanted to share it so that others may avoid a similar fate. |
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Shitty... I agree, it doesn't hurt to ask for the discount, and wow what an arrogant response. |
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Thanks for sharing. |
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Burghschred wrote:Shitty... I agree, it doesn't hurt to ask for the discount, and wow what an arrogant response. I recently purchased a full set of Totem cams and a few Totem basics and could not be happier. In fact, I also have a grey fixe alien and I think the Totem basics are of higher build quality. Totem ships FREE from Portland, OR and their standard price for the basics is 59.95. If you order 5 or more cams they're 10% off too. I was impressed with their excellent customer service. They had a small supply chain error and shipped my cams a couple days late - the technical manager Mikel (I believe he posts here under Mapeze?) personally emailed me to notify me of the problem and was very polite. Can't really see any reason why someone would buy Fixe aliens at this point. The totems are bomber as well.+1 |
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Really??? |
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Honestly, Kevin's reply was pretty snarky right away. Your original inquiry seemed innocent and light-hearted enough, and there was no need for his attitude. Fuck him. He's not the only one out there selling these, and I definitely won't buy them from him if he treats people like that. |
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I don't see why Fixe is obligated to honor someone else's sale price and I also don't see why you're shocked. If you wanted a low price guaranty you should have selected a known retailer with such a policy. |
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Some of you people are rediculous. He isn't angry with te price, but the customer service. Absolutely horrible. |
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This post violated Rule #1. It has been removed by Mountain Project.
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Tony T. wrote:He's not the only one out there selling these, and I definitely won't buy them from him if he treats people like that.Kevin Daniels is the US Distributor of Fixe. |
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Kenan wrote: You're right... Fixe isn't obligated to honor someone else's sale price on their products. He could have said that politely and I would have gone along my merry way. But in my experience, a solid company that cares about their customers would honor the sale price. If the retailer can afford to sell the products at that price, the manufacturer can afford to honor the sale price to me. The good customer service and its impact would have been worth its weight in gold. The bad customer service left a terrible taste in my mouth and I intend to make it worth its weight in platinum. ;-)I don't know what Fixe-USA's business agreement is with its retailers but many manufacturers/distributors that sell direct won't lower their price below retail to avoid competing with their retailers. If I were a retailer and the place I bought my gear sold direct at wholesale prices to anyone that asked nicely I'd stop carrying their products. Again, the real problem here is how he told you "no". |
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Ray Pin........Kevin Daniels/Fixe maybe the US distributor for Aliens, but other retailers are selling them. Mountain Gear has a 25% discount on Aliens in their current catalog. |
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Kenan wrote:I had a terrible experience with Kevin Daniels at Fixe hardware today, so I wanted to share it so that others may avoid a similar fate.Oh the humanity! Thanks for looking out for all us consumers eagle-eyeing the cupon code for 25 % off aliens. Sounds like the rep had a bad day explaining to X amount of savvy discount seekers that they actually need to make money sometimes, and that time may not always correspond to MountainGear's fiscal whimsy, and he was out of patience. I doubt Mr. Daniels handles all correspondence in this manner, and now instead of shaking off a bad day with a scotch and a little dinner complements of Mrs. Daniels, he gets to see the one guy he let slip through his professional filter got offended and broadcast his umbrage across the land. 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. |
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matt davies wrote: I doubt Mr. Daniels handles all correspondence in this manner,Actually, he was quite unfriendly when I contacted him to ask if Fixe can pull test some recall era aliens. |
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matt davies wrote: Oh the humanity! Thanks for looking out for all us consumers eagle-eyeing the cupon code for 25 % off aliens. Sounds like the rep had a bad day explaining to X amount of savvy discount seekers that they actually need to make money sometimes, and that time may not always correspond to MountainGear's fiscal whimsy, and he was out of patience. I doubt Mr. Daniels handles all correspondence in this manner, and now instead of shaking off a bad day with a scotch and a little dinner complements of Mrs. Daniels, he gets to see the one guy he let slip through his professional filter got offended and broadcast his umbrage across the land. 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.Exactly! Thank you Matt for summing it all up so nicely. Kenan, Kevin doesn't owe you shit except perhaps an apology for letting his impatience get the best of him. Before you go spraying a bunch of BS on the interweb maybe do some basic research on how sales work. If mgear has X product on sale, what makes you think the manufacturer of X product should honor the sale price via a direct order from them? Sales are designed to be special deals for a limited time, from a specific supplier...not from every supplier of that product. Your train of thought is what is causing local businesses to fail and places like Walmart and Backcountry.com to thrive. Try to step in his shoes. You basically emailed him saying I found a better price on your aliens so go ahead and send me a free one...that should make everything swell. |
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This is not an isolated incident, I also had a negative email exchance with Kevin regarding carrying FIXE in my shop. His customer service skills suck and I won't bother to try and purchase FIXE in the future. |
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And hence is the danger of being an impatient, undiplomatic sort via e-mail as it is all there for later viewing. A lesson for Kevin I'm sure. The expectations of the OP were a bit loony, which was explained later quite well I think. You can't just go ask for everyone's little sliver of profit or ask them to discount things to the detriment of their wholesale customers. |
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Michael Urban wrote: I agree. If one of Fixe's retailers could offer a 25% discount I think Fixe could have as well. Again - no excuse for being a dick.FIXE only sells a certain type of product, while mountain gear sells a lot more. Mountain gear can take a lost or just break even on certain items to attract buyers on other high profit margin items (the same way Amazon does it). OP asks for a free cam, and got shut down immediately with a tough response, he then threaten to return the gear which not a lot of retailers do anyway. I don't see what he's pissed off about. |
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OK, |
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Kenan: |
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I had a similar experience dealing with him. I was inquiring on some gear I ordered that was out of stock and I needed for a trip. His attitude/personality is not condusive to good customer service. It's too bad because he has excellent gear. The next time I needed hangers I ended up buying them from Metolius instead. |