How not to treat a customer...

[skreamer 1]

OK, let me just start out by saying that I won't be giving the manufacturer's name but I am REALLY fucking annoyed here. Here's my story :
I ordered a custom bit of kit a while back. I then got an email saying that the kit was ready and would I like to pay for it. I paid via visa debit card. A week later I phone up to find out when I would be getting it and am told that it is just being painted and will be posted on the Friday. I was really keen to jump it, so proposed instead that I would make a detour on the Saturday morning to collect it in person (also try it on and make sure I was happy with the fit). Person said they were there 7 days a week and would be there Saturday morning when I got there. Saturday morning I drive to the workshop and nobody is there, ring his number and got answering service. Left message on his service and a note on his door very politely saying 'I was here as agreed, where were you?'. Get a phone call 2 hours later at the DZ, he says 'sorry I had to pop out, you can come back now and fetch your helmet'. I then told him that he could rather post it to me (the delivery was included in the price) since I didn't feel like stopping jumping to drive BACK to his workshop to collect the item.
Now it gets even better. I had told him pertinently on the phone NOT to send the helmet to my billing (home) address since nobody would be there to sign for it. I gave him my work address and asked for the helmet to be shipped there. Well, I checked on Tuesday and was told it had been shipped off and would be with me soon. I rang them again today to find out why I hadn't received it yet. Got told that it had been posted yesterday and should be with me today. I check and ask where they posted it to.... THEY POSTED IT TO MY FUCKING HOME ADDRESS WHERE THERE IS NOBODY TO SIGN FOR IT!!!!!!
Now when the hell am I supposed to collect it??? I'm not even going home tonight. So, do I have now have to take an extended lunch break next week to go and collect it from wherever it is held???
I am really pissed off here, I feel I have been screwed around royally TWICE by the same company. I have had the best service of my life from a skydiving company (Larsen & Brusgaard) but have now also had the worst. No matter how happy I am with this product (should I ever actually get it) whenever anybody asks about it I will have to tell them about the crap customer service I received.
Thank you I am done venting now. Will
"Look before you jump, don't die until you're dead"

[E150 0]

That is shitty, hope you get it soon. Hope I am not jumping to the wrong conclusions on who you are talking about.
To make you fee a bit better. . . .
You know my PDF rig took 6 months instead of 12 weeks! All bloody money I spent on hire kit !
Well, my two mates, who also received their rigs after 6 months, found that they didn't have the stainless steel metalwork they ordered. SO, the rigs had to go back to France for 1 week to be ammended.
It's weeks now and they STILL don't have their ammended rigs back. The lastest is that PDF are all on holiday this week!!! These guys are going to Ireland in 2 weeks time (me too THINK how pissed they are. Least you have a rig.

[freeflir29 0]

Don't worry Skreamer......It's been 73 freakin days and 5 phone calls since I ordered my jump suit from Mike Michigan. He is obviously in absolutely no hurry what so ever to get it to me. Oh yeah...the real kicker.....I paid for it 36 days ago. I won't soon forget this one.
"It's all about the BOOBIES!"

[ChromeBoy 0]

You still have not rerceived that suit Clay? I was going to order a Michigan. I doubt I will now.

[Geoff 0]

Well, you haven't said the name, but.... it's a piece of skydiving gear, it needs painting, it needs to fit correctly, and the company is within less than 2 hours driving distance of Hinton. That identifies the manufacturer pretty accurately, I think......

[rapper4mpi 0]

Hmmmm, I ordered mine this year (I think March) and got it within 3 weeks. I wonder what is up?
-Rap

[GrumpySmurf 0]

Maybe they should put a 'customer service' addition to the gear reviews for each manufacturer. So for Icarus - there would be sections for the Safire, Crossfire, etc, then one labeled 'customer service' - the one with the smallest number of bad reviews, wins?

[skreamer 1]

Exactly! Now, everytime someone compliments you on the suit you will have to say 'thanks, but here's how long it took to get to me....'. Same for me - I haven't even received this bit of kit but I am already a pissed-off disappointed customer.
No matter how good this product is, now I would never be able to recommend it to people the way I do Pro-Dytters and Pro-Tracks...
Will
"Look before you jump, don't die until you're dead"

[Spy38W 0]

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You still have not rerceived that suit Clay?

So hard to find a good suit manufacturer. At least I finally got mine
--
Give them a sip of the darkside, and they just thirst for more.

[hobbes4star 0]

had the same problem with my first rig, was told 6weeks took almost 6months and then they also sent to the wrong address. customer service my ass.
why jump when you can fly

[freeflir29 0]

Here's one dig I got on him though. Wednesday they were doing some filming for an episode of "Wild On" for the "E" Entertainment network at the DZ. Well...instead of wearing a cool Michigan suit and Mike getting free advertising I was wearing a Blincmagazine.com shirt. Jokes on you Mike!!!
"It's all about the BOOBIES!"

[Pammi 0]

I bought a used Tony suit, but sent it off for repairs last year and got it back quickly and very reasonably priced on the repair. Have another suit from Gotcha Covered...and know her personally...she does a great job and is very quick.
'Nuthin

[indyz 1]

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Wednesday they were doing some filming for an episode of "Wild On" for the "E" Entertainment network at the DZ.

They were doing "Wild on Georgia!"? Doesn't really seem like enough bikini opportunities to justify that.
--
Brian

[freeflir29 0]

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Doesn't really seem like enough bikini opportunities to justify that.

Well..."Mouth" was there in her bikini top. They were taking some footage of me packing.(No bikini. Sorry to disappoint everyone...) Sweating my ass off as it was 95 deg Wednesday. Great..my one chance in front of the camera and I'm all grubby! Oh well...I'm sure there has to be some chic out there that thinks sweaty skydivers are attractive. *shrug*
"It's all about the BOOBIES!"

[drenaline 0]

Gotta love customer service. Its a before, during and after thing.
Before: they answer all your emails, answer your calls, call you back, promise you everything. Be sure to ask everything here.
DURing: they answer almost all of your emails, answer your calls, never call you back, and always lie to you about the shipping date, and sometimes charge you a lil more than stated "sorry but the price I told you was only till 2 minutes before you called". Any doubts? ask them NOW!
AFTER: don't answer your emails, sometimes don't answer your calls (secretary: "am sorry sir, but the person is not here please call later", sales man: "thanx hon, remember his voice"), call back? what is that?, its been shiped! (don't ask when or how.). Any Q's? don't bother, go to the dropzone.com forums and ask there.
Not going to give names. Sorry.
Don't take me wrong now, I have seen companies that always answer and have great customer service.
"Life is full of danger, so why be afraid?"
drenaline

[SpinDoctor 0]

It don't look too good for me either, do it?
Still in the meantime you have other kit you can use for s/diving.....
I bet you had wished you hadn't have done quite so many hop 'n' pops to get to your 200 huh?
Dude - chill - there's nothing much you can do about it.... (i'm assuming) they know you're pissed and you have told them how you feel - it's in their court to make some kind of amends for the inconvenience.
What pain job u getting BTW?
C U @ the weekend dude
P
Rgds Phil
---
If you have to ask - you don't understand

[DENGOPHER 0]

clay i got my jump suit in ten working days (hahahahah) sorry i had to do that!!!! from body sport.. now if it slows my big ass down i will be super happy!!!!!
just jump!!!!
gopher

[Kris 0]

Yup, sorry, Clay. I got both of my freefly suits from Gotcha Covered Gear in about a week, both times. The second one even had custom paint and freefly gills. The beautiful Kris Waldo at Gotcha Covered is one hell of a seamstress.
Kris

• Quote

[skreamer 1]

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I bet you had wished you hadn't have done quite so many hop 'n' pops to get to your 200 huh?

Uhh, dude, I did 6 hop 'n pops last weekend AFTER I had 200 jumps. I never did low lobs to push up my numbers, I do them because I enjoy them and it is better than sitting on the ground drinking tea and bitching about the cloud. Steve has over 900 skydives, do you think he does low lobs to push up his jump numbers?
Why don't you come and do a couple with us the next time the weather is shit, you might just enjoy yourself!
Will
"Look before you jump, don't die until you're dead"