Customer Service

[timeout]

As always, I never mention a company by name on the WWW. I recently had a very low dollar purchase from a place that did not work out. The purchase was for some jags to fit newly aquired cleaning rods. Upon receiving them, we attempted to thread one into a rod. It would turn in a very little way and was so tight it had to be forcibly turned. Even with force it would not thread all the way in. I was wanting to school my brother on cleaning his 30 cal. Since he is an OTR trucker and doesn't get home much, we did force it enough to do the job. I tried all of the other jags in 3 different new cleaning rods. None of them would screw in without force, so we tried some brushes and bore mops that I had on hand. All of those turned in by hand as they should. I contacted the manufacturer and he asked me to return the jagsin order to determine what was wrong. I complied, at my expense, which was minimal. Some days later I get notice of a credit (refund) to my CC in the amount of the initial purchase price. I waited a couple of days and heard nothing further. Next I emailed the owner of the company and asked if he had found the problem and would be supplying corrected jags, or if I should order them elsewhere. I never received a response, so I did indeed order them elsewhere. The ones I ordered elswhere threaded into the cleaning rods as they should. Even though the dollar amount involved was extremely small, it bugs me to have been dealt with in this manner. I have spent a fair amount of money with this person in the past. Am I being unfairly critical?

 

[ShootDots]

Timeout: 1.) They did in fact refund your money. So they at least fulfilled their responsibility. 2.) You asked them if they were going to supply "corrected" jags.. Maybe they thought, from the way you wrote them, that you wanted them to supply you with corrected jags>>> since they already made good, maybe they thought you wanted "free" jags sent to you...

If the jags were bad, you could still buy from the supplier, just buy a different jag.. If there were none that suited you, simply buy from another supplier. Also, they may be waiting a response from the manufacturer of the bad jags and they have not yet received an answer from them, ergo no answer FOR you... That's what I garner from your post..

 

[NateHaler]

As always, I never mention a company by name on the WWW. I never received a response, so I did indeed order them elsewhere. The ones I ordered elswhere threaded into the cleaning rods as they should. Even though the dollar amount involved was extremely small, it bugs me to have been dealt with in this manner. I have spent a fair amount of money with this person in the past. Am I being unfairly critical?

Maybe it's just me, but without identifying the problem party, these complaints may as well be hypothetical. Imagine if "Yelp" didn't identify the vendors/restaurants/stores etc.

Regardless, if you held up your end of the bargain and the other party did not, then you are not being unfairly critical. Shame on them, whoever they are, and beware other buyers when dealing with this other party, whoever it is.

 

[timeout]

I guess it is possible they could have misconstrued that I wanted free jags, although I certainly did not imply or request it. I did ask if they had found what was wrong with the ones that I returned. I am pretty sure the person make the jags himself, as he makes other equipment. I just don't feel it is fair to bash someone on the internet, at least not over a nickel and dime deal. It just bugged me not to ever get a simple reply back. The response if not to tell me what the problem was, at least to inform me if I could buy some "good" jags there, or to go elsewhere. I would guess that they read this forum and if they want to address the issue, that is fine. If not, that is also fine.

 

[hogpatrol]

What if they didn't get the email? Emails are not a 100% foolproof communication tool. Neither are PMs, texts, tweets, facebook stuff or any other type of tech comms. Servers go down, witness the recent loss of PMs on this site. Your email could have went in the spam folder. He may have not recognized the email address or never got the email. May be worth a phone call to find out what was the issue.

 

[VaniB]

I think the manufacturer (who was also the seller if I understand this?) did what he had to do by taking the parts back and crediting your account. While I think it would have been nice for him to follow up on your emails, and try to help you with finding a replacement part that fit, he instead chose to end the matter by refunding your money. You have to accept that his refunding your purchase and not returning your email is way of letting you know that he is cutting his losses of time and energy on such a small part, and avoiding a possible repeat of the same trouble by attempting to send you additional parts. This is the disadvantage of doing things via mailorder VS retail stores. Without having your cleaning rod on hand, perhaps he really can't know what the problem was. It might have been quite different if this was a store you had walked into with your cleaning rod in hand, or if he was a local company with a walk-in service counter .

 

[NateHaler]

It just bugged me not to ever get a simple reply back.

So you just need to vent... 8)

 

[timeout]

It just bugged me not to ever get a simple reply back.

So you just need to vent... 8)

You got it! Perhaps a by product of this long and miserable winter! Anyway, I got a PM telling me some emails were lost. That is the probable cause for the glitch. Just seemed to me that if I had not needed the jags, I would not have ordered them. Thanks Guys.