I called after 5 mins when I opened it up the guy said "It is impossible bla bla bla" OK what do you want me to do, I can't show him the rifle over the phone can't I? If you guys don't believe me that's fine.Originally Posted by johnone
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I called after 5 mins when I opened it up the guy said "It is impossible bla bla bla" OK what do you want me to do, I can't show him the rifle over the phone can't I? If you guys don't believe me that's fine.
"Giveth thine possessions upon Michael of Canmore and thou shalt never be possessionless." - Norc 3:05
here we go again .. how does it get shipped like that?
I like Marstar ... John is like a Canadian James Yeager.
Juggle his balls a little more why don't ya lol. OP did phone. And email etc before this.
OP, I can understand your frustration, you did the right thing by calling first, then follow up with an e-mail. When you came back, you e-mailed again for a follow-up, again excellent.......but I probably would have called one more time before posting here. A lot of these mom and pop shops aren't up to speed with e-mail and e-commerce, I probably would have given them one more chance with the phone and asked what the hold up was and if the result was still unsatisfactory, I would definitely have posted here.
After working retail and customer service for 15 years (thank god I'm not doing that anymore), I am of the personal opinion that the "customer is always right" is a huge steaming pile of BS. That being said, I think johntwo did what was best for the business (Marstar): Put out the fire, ignore the negative comments and move on. This is a text-book response to a distressed/difficult client:
These comments on the other hand.....well, not so much, lol!
johnone, I'm guessing you're the owner of Marstar? You're probably an excellent businessman, I've seen that Marstar has been around for a while so you must be doing something right, but just stay in the background and stay off the interwebz, haha! It's like watching two neighbors who had their fence vandalized with graffiti. One neighbor chooses to paint over the mess quietly, the other neighbor is standing in the middle of the street yelling at the culprit who's long gone.
But it's your business, your dealer forum, therefore your playground. Perhaps your staff are hesitant to tell you themselves, but your behavior online will eventually effect sales in this day and age....and for God's sakes, there's no need to bold every single letter in your post, lol!
If you bothered to read his original post you would see that the first thing he did was call marstar.... Only to be told he was a liar...
At this point he emailed pictures as proof and did not recieve a response. Then he emailed again to follow up.
The customer did his part to try to resolve this issue privately.
The failings of your team led to this. Don't try to blame the customer.
Yes I did order some guns from mom and pop shops like P & G GUNS I know how they run their business so far no problem. This post is not about THE handguard, no big deal and I don't really care, I can go buy a USGI handguard and paint it to black if I want to, it is about how they treated me at the first time when I called them. That really set me off, this is the reason why I don't want to deal with them over the phone AGAIN. Anyways thanks for your comment.
Op is in the right here, he called, emailed and followed up again.
Marstar has always been very helpfull with anything and everything I've ordered. I don't understand how people can get on this site and complain about a dealer, that does their very best to ensure the Canadian shooting community has access to things that the politicians are doing their best to deny us.
Doesn't matter, anymore. We're only good for filling sandbags for floods and saving people during winter storms. Other-wise we're kicking posts and crazies who are over worked, over taxed, underpaid and never truly appreciated.
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