3 bad experiences - Won't be back :(

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nagol said:
Ex: I just purchased a new fully loaded ram. 68k sticker price. I went to 4 different dealerships before I was able to get decent service and a sales person who wanted to make a sale.... so be it, the kid who had the job a week got the sale. I also had to send the head of sales packing as he attempted to poach the sale...
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Did you sue the other four dealerships and have all their sales staff fired?
 
bottom line is,,bad customer service is bad customer service..and buisness who doesn't bother to communicate with customer issues,doesn't deserve the buisness..if there is a legitimate excuse,then that's another story,but standing IN THE FREAKIN STORE and being told to email your request is downright stupidity,and you should have just walked out,local buisness are always crying for us to take our buisness there,asking us to encourage them,but if they turn around and treat customers like they dont matter,then they can't cry when we choose to go to online sales,
 
Bad Lieutenant said:
Do we have to "do this" twice?

And you think that was intentional, seems like you have a persecution problem, but that's your problem not mine.


Do we even know what the first time supposedly was? The second was his apparently being talked into buying ammo he claims he didn't want. Isn't that what sales is? The ammo cost less at Bass Pro, so they made some money... isn't that what they (and you) are in business for? I bet no one pointed a gun to his head... he chose to buy the ammo. That leaves one so-called "strike".

You are so hell bent on making the PO out to be a liar it makes us all wonder if you are not Lanz personal or a representative defending their supposed honor in this situation.

OK, and what are you gonna say if "Jon" comes on and says "I replied to his emails... never heard back", and then we find out the OP never checked his junk folder (or the OP doesn't reply at all). The point I'm trying to make, that you are continually and completely missing, is that stuff like this happens on here all the time. It happens in sales all the time. Your a sales CEO... surely you know this? This is why communication is sooo important, so that we're not playing judge, jury and executioner with a business's reputation (and apparently some jobs as well) based on one, single anonymous message board complaint, with no verifiable facts what-so-ever.

You have no point to make, your whole argument is that he needed to keep giving the offending dealer chance after chance after chance after chance until somebody actually bothered to respond to him, he did and they did not.

He gave them more than fair opportunity on the days he took of his time and effort and physically walked into the store and spoke directly to them on two occasions, the first when they sold him ammo he did not ask for but was misrepresented as being better, the second when he wanted to purchase a rifle and they sent him away with a business card telling him to email his request, that was the epitome of downright lazy and pathetic customer service and they deserve the rip for it.

About what?? That I think there should be more information had on this first, before passing any judgements? That it's perhaps in the best interests of all involved that the parties communicate more (or at least try to) to see if there was a misunderstanding of some type and see if perhaps a resolution can be found? Sheesh... relax.

He already gave enough information to show that he was badly treated by the dealer, he did not need to provide any more......,Sheesh!!!

Wow. You are 100% certain of this? Based off of one anonymous complaint on an interweb message board? And you would fire your own people over something like this? Yikes! (you must be a regular at the OLRB...)

Again you post nonsensical points, he posted his experience and you lambasted him for not being fairer to the dealer when he had been, if he is lying let the dealer take him down, its not your job to do so, that is unless you are the dealer and are trying to cover your own behind. And no in over 20 years I have never had to appear at an OLRB hearing as my staff would never try a stunt like this.

Ah, I see... now you're saying the OP should sue Lanz? lol!! (and Sunday evenings are usually so boring... )

No that is a lie, all I said was that under Ontario Retail law, he has grounds to sue, not that he should or must or even waste the time to do so, but that he does have the legal right to do so.

If you read my comments, you'd know. I said there are 2 sides to every story. Perhaps we should wait until we hear from Lanz, before we sue them and have all their staff fired.

If Lanz want to defend their position they are welcome to come online and do so,



Name one, just one, gun dealer who would fire their staff over a single, anonymous internet complaint (other than yourself, of course) and not even bother to try and communicate with the customer first, sort out what happened, see if perhaps it was a miscommunication, or any other reasonable explanation, other than just assuming the staff is "lazy", "incompetent", neglectful, etc., etc. and should be immediately terminated. ('cuz I gotta tell ya', fighting all those wrongful dismissal suits is kinda's expensive, no?)

To sum this up, do we really need to jump to any conclusions, based solely on the OP?
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I don't care what a dealer would do to his staff under these circumstances, but I do know that every business that operates and sells to the public, need to be aware that we do live in a digital age and the market place is now heavily exposed, and if you want to stay in business you had better make sure that your staff are representative of what you want your business to be, its either that or you will hemorrhage customers faster than you can get them, and it will be your own fault for not paying enough attention.
 
Wiskey1 said:
but standing IN THE FREAKIN STORE and being told to email your request is downright stupidity,and you should have just walked out
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This is why CSC sees zero of my money. Or maybe that's their way of vetting the customer base. Either way, still unacceptable in the 21st century
 
nagol said:
Fact remains that any counter SALES person should be doing the utmost to ensure a sale(and upsell) when a customer takes the time and effort to come into a retail outlet. Especially when said customer knows exactly what they want.

Personally, if I showed up cash in hand to make a purchase and was told to send an email....
I wouldn't even bother. There are more than enough people and vendors willing to make the sale.

I have done sales both in retail and internal sales, letting a customer leave without making a sale or ensuring I have a leed was and is unacceptable. It is not nor should it ever be up to a paying customer to follow up and make multiple attempts to contact a sales person.

Ex: I just purchased a new fully loaded ram. 68k sticker price. I went to 4 different dealerships before I was able to get decent service and a sales person who wanted to make a sale.... so be it, the kid who had the job a week got the sale. I also had to send the head of sales packing as he attempted to poach the sale...

Its all about service at point of sale.
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Huh, funny thing. I just bought a new Ram too. Just got it home this eve.

I walked into the dealership one day after work, had a few questions, and found a young guy that seemed to know what he was talking about. Got his card, he answered a few more questions for me via email, seemed solid.

2 days later we had to be I town early for a doc's appt. I messaged the young guy and asked if he was free that morning. "Yup", he says. Perfect, I can take the misses for a burn in a new Ram so she's happy with the purchase. I told him exactly when we'd be free, and he said no problem. All I asked was that he pick us up at a detail shop 2 blocks from the dealership. He said no problem.

So, the planned time rolls around (10:30am) and I text him to say "ok, ready to go", to which he says "oh, I went out on a test drive, I'll come in 45 minutes".

My wife is 8.5 months pregnant, and she has zero interest in waiting anywhere for anyone who can't keep his/her commitments.

An hour later he texts me to say "sorry, you can come by later this afternoon". My response ??? "We won't be doing that."

I'm asking to test drive a Ram truck, not a Bugatti Veyron.

Later that afternoon we found the Ram that is now in my driveway for 8000$ less than I could've got it in Regina. Came from Red Deer, no BS, great service, done deal. Red Deer Motors - ask for Jim.

Hey local guy, suckit. This deal $70,000+ deal couldn't have been any easier for you, and you f-d it up. Bravo.

GGG
 
bigdyno said:
This is why CSC sees zero of my money. Or maybe that's their way of vetting the customer base. Either way, still unacceptable in the 21st century
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From what I've seen, CSC's attitude is garbage.

Although, they did have the wherewithal to ask our opinion on their new webpage.

Maybe there's a Jeckyl and Hyde there??
 
Makava said:
I don't care what a dealer would do to his staff under these circumstances, but I do know that every business that operates and sells to the public, need to be aware that we do live in a digital age and the market place is now heavily exposed, and if you want to stay in business you had better make sure that your staff are representative of what you want your business to be, its either that or you will hemorrhage customers faster than you can get them, and it will be your own fault for not paying enough attention.
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So, the answer to the question;

"Do we really need to jump to any conclusions, based solely on the OP?"

...is a solid 'Yes'.

Got it.


Well, not me. I would like more info. I would like to hear what Lanz has to say before making any assumptions and passing any judgements...
 
Whiskey Tango Foxtrot said:
In case anyone was wondering about the bad 22lr I bought, it was Remington Thunderbolt :)
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I've had similar experiences with Remington 22rf (squibs, split cases) many years ago and have not used it since. Interesting someone else is having similar issues years later.....Anyway....

Some time ago I was refused service at BP Calgary when I got into it with some opinionated young punk gun clerk about what I can't remember ( Is Dave a young guy part timer?). He refused to deal with me and asked me to leave as he walked away from me. I went downstairs to the service desk and got the store manager on duty (Frank as I remember) and his attitude said he could care less. Wrote a long missive to BP HQ in US and never even got an acknowledgement. Oh well....
I spent a fair bit of $$ last year and this at BP, but I pretty much shop the sales and buy only if they have what I want at a better price than the competition. There are some older men working upstairs, some of which I won't deal with and some I used to work with or sell stuff to at WSS, and some I've known from being around this stuff for years.

I also got asked to leave WSS when the checkout lady picked up a basket full of boxes of shotshells and slugs and dumped it unceremoniously on the counter. I got right snarky to the point that the biker chick store mgr got involved. Pleases note I worked part time at WSS for quite a number of years and would never treat a customers merchandise that way, no way, no how. There are a couple of old time employees there that I have known for years and they are the only ones I will deal with as I know what they know....the rest of them are only good if I can't find what I'm looking for. WSS isn't the least expensive place to shop....they will match prices...but make sure you shop around.

So anyway....I got my say in...I'm sure some of you will got on your high horse and rip me a new one...don't care...I'm too old and I've been behind the counter and had to deal with the idiots...but I did it because that's what they were paying me to do. God I hate paying retail !

I've never bought into the notion that the customer is always right...a lot of times they are not...but....they are the customer. OK...have at it....
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I think it is rather silly for a sales person to send a customer away from the store, asking them to email their questions about the product they sell. If you don't know enough about the guns you sell to advise the customer in person, you should not be working in that store-period. I would not be spending any money in a place like that.
 
brutforc said:
Whiskey Tango Foxtrot said:
In case anyone was wondering about the bad 22lr I bought, it was Remington Thunderbolt :)
---------------------
I've had similar experiences with Remington 22rf (squibs, split cases) many years ago and have not used it since. Interesting someone else is having similar issues years later.....Anyway....

Some time ago I was refused service at BP Calgary when I got into it with some opinionated young punk gun clerk about what I can't remember ( Is Dave a young guy part timer?). He refused to deal with me and asked me to leave as he walked away from me. I went downstairs to the service desk and got the store manager on duty (Frank as I remember) and his attitude said he could care less. Wrote a long missive to BP HQ in US and never even got an acknowledgement. Oh well....
I spent a fair bit of $$ last year and this at BP, but I pretty much shop the sales and buy only if they have what I want at a better price than the competition. There are some older men working upstairs, some of which I won't deal with and some I used to work with or sell stuff to at WSS, and some I've known from being around this stuff for years.

I also got asked to leave WSS when the checkout lady picked up a basket full of boxes of shotshells and slugs and dumped it unceremoniously on the counter. I got right snarky to the point that the biker chick store mgr got involved. Pleases note I worked part time at WSS for quite a number of years and would never treat a customers merchandise that way, no way, no how. There are a couple of old time employees there that I have known for years and they are the only ones I will deal with as I know what they know....the rest of them are only good if I can't find what I'm looking for. WSS isn't the least expensive place to shop....they will match prices...but make sure you shop around.

So anyway....I got my say in...I'm sure some of you will got on your high horse and rip me a new one...don't care...I'm too old and I've been behind the counter and had to deal with the idiots...but I did it because that's what they were paying me to do. God I hate paying retail !

I've never bought into the notion that the customer is always right...a lot of times they are not...but....they are the customer. OK...have at it....
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I hope no one rips into you! (been enough of that already)

I agree with you that "the customer is not always right". We've seen it here on these boards with these complaints time and time again. Often the customer was in the wrong, but then again, sometimes it is the vendor that has screwed up. Hopefully Lanz will respond and we'll get to hear their side of the story...
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Gunneegoogoo said:
Huh, funny thing. I just bought a new Ram too. Just got it home this eve.

I walked into the dealership one day after work, had a few questions, and found a young guy that seemed to know what he was talking about. Got his card, he answered a few more questions for me via email, seemed solid.

2 days later we had to be I town early for a doc's appt. I messaged the young guy and asked if he was free that morning. "Yup", he says. Perfect, I can take the misses for a burn in a new Ram so she's happy with the purchase. I told him exactly when we'd be free, and he said no problem. All I asked was that he pick us up at a detail shop 2 blocks from the dealership. He said no problem.

So, the planned time rolls around (10:30am) and I text him to say "ok, ready to go", to which he says "oh, I went out on a test drive, I'll come in 45 minutes".

My wife is 8.5 months pregnant, and she has zero interest in waiting anywhere for anyone who can't keep his/her commitments.

An hour later he texts me to say "sorry, you can come by later this afternoon". My response ??? "We won't be doing that."

I'm asking to test drive a Ram truck, not a Bugatti Veyron.

Later that afternoon we found the Ram that is now in my driveway for 8000$ less than I could've got it in Regina. Came from Red Deer, no BS, great service, done deal. Red Deer Motors - ask for Jim.

Hey local guy, suckit. This deal $70,000+ deal couldn't have been any easier for you, and you f-d it up. Bravo.

GGG
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I'd have been tempted to text him a picture of the new Ram. I had a very similar experience. The dealership lost my business as well.
 
Chargerguy said:
I'd have been tempted to text him a picture of the new Ram. I had a very similar experience. The dealership lost my business as well.
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I thought about it, but he'll see me at the dealership when I come in for service. He'll also notice as my Ram get progressively nicer and nicer as the levelling kit, the 35's, the fender flares, etc, etc, etc get added over the next couple years......
 
Billabong said:
I think it is rather silly for a sales person to send a customer away from the store, asking them to email their questions about the product they sell. If you don't know enough about the guns you sell to advise the customer in person, you should not be working in that store-period. I would not be spending any money in a place like that.
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They don't sell it.

That is the problem in the first place which the OP didn't disclose.

They don't stock this gun, so the counter staff might have no knowledge of the gun whatsoever, and would be wasting time talking about it with the OP.

He could of at least looked it up, and gave a quote, but Lanz's prices on something like this they have to order in a one off would likely(from my experience) be much higher than most online retailers that have it available.

The staff probably know this and didn't want to waste their time.

Not the best customer service of course, but this store has a captive audience as it is attached to the busiest range in Southern Ontario.

I haven't been there in a long time but I rarely bought from them based on price alone. It's a if they operate like there aren't a dozen good online retailers to buy from cheaper.
 
I've been f***ed off three times now by CGN vendors and found I miraculously had an instant desire to have my problems addressed when I posted here. I think we owe it to fellow consumers and community members to call out ####ty business behavior. That said what's even worse than ####ty business behavior is when someone comes to CGN court and only tells half the story or leaves out very important facts in an attempt to drum up support for their case.


The same way CGN members have a trader rating I think CGN vendors should have a seperate +/- rating as a business to give community members a general idea what their reputation is like.
 
Boy, do I ever miss Seth at Lanz. I always liked going there when he was running the show. Always a smile & handshake and fair prices to boot. RIP buddy. It would pain you to see threads like this.
 
I've had some not so great service at Lanz before as well.. I just moved on too another vendor. I feel like you need to be close friends with the guys working to get any good service.
 
Bad Lieutenant said:
brutforc said:
I hope no one rips into you! (been enough of that already)

I agree with you that "the customer is not always right". We've seen it here on these boards with these complaints time and time again. Often the customer was in the wrong, but then again, sometimes it is the vendor that has screwed up. Hopefully Lanz will respond and we'll get to hear their side of the story...
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I'm one of the biggest mouths when it comes to service issues, however I fully agree that the customer is NOT always right. There are unreasonable and uncaring people on both sides of this argument.
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